I know I don't post here much, more of a lurker, but this just happened a couple of hours ago and I need to vent.
I work front desk at a popular hotel chain. Psycho Bitch (PB) called me about 2 hours into my shift wanting to cancel her reservation. I asked her when it was for, and she said it was for this evening. When I told her that I couldn't cancel her booking because our policy is before 4pm the day prior to check-in and oh my goodness, she lit into me.
She said that she was told it could be cancelled before 4pm the day of the reservation. To be fair the reservation was not made on property but through central reservations and they could have misinformed her, but I doubt it. She probably has what most sc's have which I refer to as SHS (Selective Hearing Syndrome.) I told her I could not cancel the reservation without approval from management which of course prompted her to demand to be transferred RIGHT NOW.
My manager went home for the day and she didn't take well to that at all. Heaven forbid my GM has a life and can't cater to her individual needs. I told her I would call my GM at home which of course she responded, very curtley, "I'll hold!" I took my sweet ass time calling, I'll tell you that. My manager's cell phone isn't working and she wasn't at home yet, so when I told PB that she told me to tell the manager to call her directly. Yeah, like that's going to happen.
She of course demanded my name, first and last, and when I (very happily) refused to give her my last name that sent her in another tirade. She of course demanded I give her the corporate number, started ranting again, (at this point I put the receiver down on the counter and let her rant to nothing but air) and she hung up in a fit of rage.
Suprise, suprise, she calls back saying that I refused to give her the corporate number. You hung up on me, bitch. You're not firing on all cylinders, are you? She said she wanted me to cancel the reservation (seriously, this again?) and she wanted me to give her the corporate number. I explained, yet again, that I do not have the authority to cancel it and she told me that I was refusing to give her the number. I told her I was looking it up and if she would be patient, then I would give it to her. At this time she started hurling personal insults, saying that I must have a 5th grade education since I don't know how to listen. Pot meet kettle. I politely told her if she was going to get personal, I would disconnect the call. I gave her the number, and she hung up on me again, threatening to call me back. Oh joy. Corporate did call me afterward and I explained the situation to them and made sure that I told them she was extremely hostile and insulted me personally.
I haven't heard back from her (yet) but I did call my GM at home. By the way, my manager ROCKS. She was livid when I told her that PB accused me of having a 5th grade education, and told me that if she calls back, and I quote, "Don't you take any of her shit." She gave me permission to tear into her if she calls me back and accuse her off harrassment if she keeps calling.
My GM gets extremely pissed if anyone treats any of the staff like we're less than human. She gets in people's faces and tells them off if they're mean to us and just clearly tells them to vacate the property and go stay somewhere else, and that we don't need their business. Like I said before, my GM rocks. There is a pretty good chance that PB will try to lodge a complaint to customer care, but my boss totally has my back. Right now I hope she does call back. I really want to piss her off again. If not, I hope she calls back in the morning and speaks to my manager because trust me, she will tear PB a new one.
TL;DR:
Psycho hose beast on phone, awesome boss.
I work front desk at a popular hotel chain. Psycho Bitch (PB) called me about 2 hours into my shift wanting to cancel her reservation. I asked her when it was for, and she said it was for this evening. When I told her that I couldn't cancel her booking because our policy is before 4pm the day prior to check-in and oh my goodness, she lit into me.
She said that she was told it could be cancelled before 4pm the day of the reservation. To be fair the reservation was not made on property but through central reservations and they could have misinformed her, but I doubt it. She probably has what most sc's have which I refer to as SHS (Selective Hearing Syndrome.) I told her I could not cancel the reservation without approval from management which of course prompted her to demand to be transferred RIGHT NOW.
My manager went home for the day and she didn't take well to that at all. Heaven forbid my GM has a life and can't cater to her individual needs. I told her I would call my GM at home which of course she responded, very curtley, "I'll hold!" I took my sweet ass time calling, I'll tell you that. My manager's cell phone isn't working and she wasn't at home yet, so when I told PB that she told me to tell the manager to call her directly. Yeah, like that's going to happen.
She of course demanded my name, first and last, and when I (very happily) refused to give her my last name that sent her in another tirade. She of course demanded I give her the corporate number, started ranting again, (at this point I put the receiver down on the counter and let her rant to nothing but air) and she hung up in a fit of rage.
Suprise, suprise, she calls back saying that I refused to give her the corporate number. You hung up on me, bitch. You're not firing on all cylinders, are you? She said she wanted me to cancel the reservation (seriously, this again?) and she wanted me to give her the corporate number. I explained, yet again, that I do not have the authority to cancel it and she told me that I was refusing to give her the number. I told her I was looking it up and if she would be patient, then I would give it to her. At this time she started hurling personal insults, saying that I must have a 5th grade education since I don't know how to listen. Pot meet kettle. I politely told her if she was going to get personal, I would disconnect the call. I gave her the number, and she hung up on me again, threatening to call me back. Oh joy. Corporate did call me afterward and I explained the situation to them and made sure that I told them she was extremely hostile and insulted me personally.
I haven't heard back from her (yet) but I did call my GM at home. By the way, my manager ROCKS. She was livid when I told her that PB accused me of having a 5th grade education, and told me that if she calls back, and I quote, "Don't you take any of her shit." She gave me permission to tear into her if she calls me back and accuse her off harrassment if she keeps calling.
My GM gets extremely pissed if anyone treats any of the staff like we're less than human. She gets in people's faces and tells them off if they're mean to us and just clearly tells them to vacate the property and go stay somewhere else, and that we don't need their business. Like I said before, my GM rocks. There is a pretty good chance that PB will try to lodge a complaint to customer care, but my boss totally has my back. Right now I hope she does call back. I really want to piss her off again. If not, I hope she calls back in the morning and speaks to my manager because trust me, she will tear PB a new one.
TL;DR:
Psycho hose beast on phone, awesome boss.
Comment