At around 1 AM a lady called to ask if we had any rooms available. I told her that we did, and she attempted to make a reservation (which management doesn't want us to do, due to the fact that many of them are No Shows, which we don't charge). I told her that I could hold the rooms, but not make any reservations. At no time did I hear her mention anything about [Loyalty Program] Points, though she did seem VERY confuse about the nature of the "Hotel Day".
An hour and a half later, when she came in, she gave me her [Loyalty Program} Number and said that the rooms were to be paid for utilizing her points. She said that she had worked everything out with another desk clerk at another hotel, from the area where she originated.
Unfortunately, this is COMPLETELY WRONG. In order to use your Points, you HAVE to call the [Loyalty Program] directly. They are the ONLY ones that can book "free" room using Points.
When I informed this guest of the discrepancy, she couldn't understand why nothing could be done a 230 AM to rectify the situation. She called the other hotel, and had me speak to them. It was then that they informed me that the misinformation had come from a new hire. I explained the situation to the guest, and she was very upset about it.
She also couldn't understand why, even though it was technically Tuesday, the date of check-in was Monday Night. And we went a few rounds on that.
She did eventually check in, paying with various means. But she made it clear that she wanted to talk to management in the morning.
To be honest, nothing here REALLY sucked, but it was pretty darn annoying. Especially trying to get her to understand the Program.
SC
An hour and a half later, when she came in, she gave me her [Loyalty Program} Number and said that the rooms were to be paid for utilizing her points. She said that she had worked everything out with another desk clerk at another hotel, from the area where she originated.
Unfortunately, this is COMPLETELY WRONG. In order to use your Points, you HAVE to call the [Loyalty Program] directly. They are the ONLY ones that can book "free" room using Points.
When I informed this guest of the discrepancy, she couldn't understand why nothing could be done a 230 AM to rectify the situation. She called the other hotel, and had me speak to them. It was then that they informed me that the misinformation had come from a new hire. I explained the situation to the guest, and she was very upset about it.
She also couldn't understand why, even though it was technically Tuesday, the date of check-in was Monday Night. And we went a few rounds on that.
She did eventually check in, paying with various means. But she made it clear that she wanted to talk to management in the morning.
To be honest, nothing here REALLY sucked, but it was pretty darn annoying. Especially trying to get her to understand the Program.
SC
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