I'm recording this
[BG] Sometimes, when you log on to the Third Party Retailers for hotel rooms, they present a rate, but the hotel has blocked them from actually booking a room. This happens when we are busy and/or our rate is much higher than those sites offer. After midnight, many times the rates quoted are for the NEW day, while the Hotel is still on the OLD day. [/BG]
A young man and woman come to the desk, and ask for a room. I quote a rate of $119.99. They counter that Priceline has a rate for us at $69.99. I ask them if they can book it at that rate, and she is certain she can. I let them know if they can book it at that rate, I would honor it (I know full well that the system has been locked out for the 3rd party retailers). So they attempt to book it online. I also mention, since it is after midnight, that they need to make sure the reservation is for the night of the 28th, otherwise I won't be able to check them until the actual day of their reservation (ie: if it's for the 29th, after 3pm).
She asks a question as to the actual date (technically, 29th, but business wise the 28th) and I answer her question.
GM comes to the desk, and I mention that the people on the computer are trying to book through Priceline. He says it is locked out, I tell him that I know this. He then goes to monitor the Lounge. A minute or so later he calls the desk, and tells me NOT to sell them a room when they are done (he later said he sensed trouble). I use the opportunity of him on the phone to act like I am selling my last room, and then inform the person's that I just sold out.
That's when the FUN begins.
They tell me that they heard what I said, and that they recorded it. I said they heard me sell my last room. They said I was rude, and now I am getting angry, so I tell them as I have no more rooms to sell, they are now trespassing and need to leave. She asks for my name, I say she can read it on my name tag. I then tell her she needs to leave now. (This whole thing took about two minutes, with them causing a scene). As they walk out the door, she asks to speak with my manager, and I inform her that he was the gentleman I was just speaking to. She says she will call back to speak to him (and corporate), and that I will be out of a job.
I immediately inform GM of what transpired, then some guests that are in the Lobby, inform me that they are camping out in their car. I go out, inform them that they have til I get back to my desk to vacate the property or I will call the police. They accuse me of being a racist (they are black) and am harassing them. I repeat that they are on private property and need to leave, and a third (who never entered) insisted that my parking lot was public property. The woman then said that she would be calling the cops herself, as I was now harassing her.
I went back into the building, and with my manager's permission, proceeded to look up the non emergency number for the local State Police barracks. While I was doing this, the Lobby Guests informed me that a cruiser had just pulled up. I looked out the window, and they had pulled along side the Troublemakers vehicle.
After a few minutes, the phone rang. I recognized the voice of the Female Troublemaker after I made my introduction.
FT: Can I speak to the manager?
Me: My manager is not available right now, is there anything else I can help you with?
FT: Get me your manager, I want to make a complaint.
Me: My manager is not available right now, is there anything else I can help you with?
FT: I want to make a complaint, get me your manager. You're denying me my right to make a complaint.
Me: <sternly> It is 1230 in the morning. I am the only person you are going to speak with. Is there anything else I can help you with?
FT: What's your name?
Me: I gave you my name at the beginning of the call. I s there anything else I can help you with?
<rinse and repeat for two iterations>
FT: I'll just call back and get your name then!
Me: Thank you , and have a good day.
They never called again.
Final note: She said the title every time I talked with her. Also, the police NEVER came into the hotel to talk with me. I have a feeling they just laughed them off.
That does not alter reality
A guest comes down to the desk and asks for 2 extra towels. We S/O last night, so I have run out of extra towels. He is upset about this, and I tell him that I can leave a note for HK to deliver some to him, but it might be a while since they may need to do Laundry first. He isn't happy about it, and I leav e a note about the request for HK.
He returns not 1 minute later, asking if I am sure we S/O (ie: isn't there a room you could get some towels from). I inform him that is the case. He then asks if there is a manger he can talk to. I tell him that the manager will be in at 4PM, but that doesn't change the fact that I don't have any towels.
SC
Hotel Tales: "You're on Tape" Edition (LONG)
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