The other night I checked in a guest who called me back shortly from his room. He complained that the toilet clogged and was leaking and that his television was not working.
I immediately apologized and offered to move him into a new room. He declined stating he did not want to move. I told him I would check the satellite signal in the lobby since we had a winter storm pass through the day before. It was working so I called him back and asked if he would like me to come fix his tv. He declined.
Two days later there is a complaint on our website that he complained about these things. There was no mention of my valiant efforts to make him happy nor did he feel the need to mention my name as an employee who tried to help.
I just don't get it.
I immediately apologized and offered to move him into a new room. He declined stating he did not want to move. I told him I would check the satellite signal in the lobby since we had a winter storm pass through the day before. It was working so I called him back and asked if he would like me to come fix his tv. He declined.
Two days later there is a complaint on our website that he complained about these things. There was no mention of my valiant efforts to make him happy nor did he feel the need to mention my name as an employee who tried to help.
I just don't get it.
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