Ya gotta do something.
Had these guys (Sucky Customer and Other Guy) come to the desk to check out.
SC: I'm ready to check out, but you gotta do something about this rate. I've stayed here a bunch of times, and never paid <rate> for a room.
Me: I'm sorry, but that's the rate you signed for last night. You initialed right below the rate, that was the time to say something about it being to high.
SC: Well you gotta do something about it.
Me: I do not have the authority to change the rate at this time. When you checked in last night...
SC: I didn't check in, he did. <points to OG>
Me: Well then, he signed for the room at that rate <I pull the reg. card, where Sally had CIRCLED the rate and it was initialed right below it.> See here, it's circled, and he initialed for it, there is nothing I can do.
SC: Well, who can?
Me: The manager can, he will be in on Mon. morning.
SC: We're leaving today, so you have to do something. Their are other <event people> who are paying <$10 lower rate>.
Me: I'm sorry, but there's nothing I can do.
OG then asked if everything was settled, once it was, they left, but not without the SC vaguely hinting that he was going to complain.
I'd like to point out a few quick facts:
#1. He was not complaining about noisiness, cleanliness, or comfortableness. Just the rate.
#2. He wasn't asking politely, just rather demanding, which will get you absolutely nowhere when you really don't have a leg to stand on.
#3. The person complaining about the rate was not even the person who signed for the room, that guy barely said half a dozen words to me.
"When we are born we cry that we are come to this great stage of fools." William Shakespeare, King Lear
Act IV, Sc VI
Do you like Shakespeare? Well, then, join the discussion at The Globe Theater