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Overdressed?
Last night (Sat.) my manager told me about dealing with some guests that were going absolutely nuts about other guests who happened to be covered up in our pool. They even talked about getting the Health Dept. out there because they said it was unsanitary.
My manager didn't see anything wrong with the guests enjoying themselves fully clothed, and therefore did nothing about it.
This morning, the guest came to the desk asking if they got a Room Credit because of that situation last night. Even though I already knew the answer was "No", I looked up their bill, and then so informed them. They wanted to know if I could talk to the manager about it, because they wouldn't come back with out a credit. I told them he probably wouldn't be available at this time (~8AM) on a Sun. She gave me a look that pretty much said "aren't you even going to try?", and so I attempted to reach him. And got his Voice Mail.
I told the guest that I couldn't reach him, and she continued to complain about the situation, saying that she brought some friends with her, and that there were 13 people in the pool, all fully clothed, etc.
I checked her out of her room. She wasn't happy, and said that they'd go to the motel next door next time.
Honestly, our pool is not very big, and 13 people fills it up pretty well. I got the impression that this was less about how they dressed, and more about how it was crowded.
Monkey Girl
So, because my car is currently out of commission, and I really can't afford a new one right now, my mom (who also works nights) gives me a ride into work. I usually arrive 1.5 - 2 hours early, and sit in an OOO room until it's time for my shift.
When I got in tonight, I saw an older gentleman and a woman about my age at the desk. My co-worker had put up a sign asking guests to be patient, and that she would return to the desk in a few minutes (She had gone to clear the pool and lock the Courtyard which both close at 10PM). The girl is shouting for someone, and clearly upset. She claims to have been waiting for 10 minutes.
So, because I am a nice guy, I put my stuff to in the kitchen area, and head back out to the desk, thinking I can help her quickly, at least until my CW gets back.
That's when I see her climbing all over the desk, she is literally almost on the other side. I yell "Hey, don't be climbing on the desk!" and she looks at me.
SC: What?!
ME: Don't be climbing all over the desk!
SC: Do you work here?
ME: Yes, I do.
SC: Then help me!
ME: I'm not on shift right now, but I'll see if I can find someone. (I decided if she was going to act like that, we really didn't need her business)
SC: Then don't tell me what to do.
I got a hold of my CW, and told her about the guest, then went back out to the desk. She had apparently left by the time my CW had gotten back to the desk.
Persistence
So, I was chatting with my CW about the previous guest, when the phone rings. It's Expedia trying to cancel a reservation made for ~2 weeks from now. However, when the guest booked the room, it was booked as a non-refundable/non-cancel-able reservation. Which means that my CW hands are tied.
Expedia must then have informed the guest, because the guest then called my CW, wanting to cancel. My CW informed the guest that due to the nature of the reservation, she was not able to cancel it, and that for these types of reservations you have to go through Expedia for any changes/cancellations, but that due to the type of reservation, Expedia probably couldn't cancel it either.
The guest then says that she doesn't feel that [My Hotel Corporation] is treating her very well, and she won't stay with us ever again. My CW informs her that it isn't US that's the problem, it's the reservation made through Expedia, and it wouldn't matter what hotel it was booked at, she would still have the same problem.
TTFN,
SC
Last night (Sat.) my manager told me about dealing with some guests that were going absolutely nuts about other guests who happened to be covered up in our pool. They even talked about getting the Health Dept. out there because they said it was unsanitary.
My manager didn't see anything wrong with the guests enjoying themselves fully clothed, and therefore did nothing about it.
This morning, the guest came to the desk asking if they got a Room Credit because of that situation last night. Even though I already knew the answer was "No", I looked up their bill, and then so informed them. They wanted to know if I could talk to the manager about it, because they wouldn't come back with out a credit. I told them he probably wouldn't be available at this time (~8AM) on a Sun. She gave me a look that pretty much said "aren't you even going to try?", and so I attempted to reach him. And got his Voice Mail.
I told the guest that I couldn't reach him, and she continued to complain about the situation, saying that she brought some friends with her, and that there were 13 people in the pool, all fully clothed, etc.
I checked her out of her room. She wasn't happy, and said that they'd go to the motel next door next time.
Honestly, our pool is not very big, and 13 people fills it up pretty well. I got the impression that this was less about how they dressed, and more about how it was crowded.
Monkey Girl
So, because my car is currently out of commission, and I really can't afford a new one right now, my mom (who also works nights) gives me a ride into work. I usually arrive 1.5 - 2 hours early, and sit in an OOO room until it's time for my shift.
When I got in tonight, I saw an older gentleman and a woman about my age at the desk. My co-worker had put up a sign asking guests to be patient, and that she would return to the desk in a few minutes (She had gone to clear the pool and lock the Courtyard which both close at 10PM). The girl is shouting for someone, and clearly upset. She claims to have been waiting for 10 minutes.
So, because I am a nice guy, I put my stuff to in the kitchen area, and head back out to the desk, thinking I can help her quickly, at least until my CW gets back.
That's when I see her climbing all over the desk, she is literally almost on the other side. I yell "Hey, don't be climbing on the desk!" and she looks at me.
SC: What?!
ME: Don't be climbing all over the desk!
SC: Do you work here?
ME: Yes, I do.
SC: Then help me!
ME: I'm not on shift right now, but I'll see if I can find someone. (I decided if she was going to act like that, we really didn't need her business)
SC: Then don't tell me what to do.
I got a hold of my CW, and told her about the guest, then went back out to the desk. She had apparently left by the time my CW had gotten back to the desk.
Persistence
So, I was chatting with my CW about the previous guest, when the phone rings. It's Expedia trying to cancel a reservation made for ~2 weeks from now. However, when the guest booked the room, it was booked as a non-refundable/non-cancel-able reservation. Which means that my CW hands are tied.
Expedia must then have informed the guest, because the guest then called my CW, wanting to cancel. My CW informed the guest that due to the nature of the reservation, she was not able to cancel it, and that for these types of reservations you have to go through Expedia for any changes/cancellations, but that due to the type of reservation, Expedia probably couldn't cancel it either.
The guest then says that she doesn't feel that [My Hotel Corporation] is treating her very well, and she won't stay with us ever again. My CW informs her that it isn't US that's the problem, it's the reservation made through Expedia, and it wouldn't matter what hotel it was booked at, she would still have the same problem.
TTFN,
SC
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