The other night at the hotel a guest checked in on the afternoon shift. She decided she did not want to stay (even after the afternoon clerk asked her if she simply wanted to move - even offering to upgrade her.) Apparently she saw a little bit of toilet paper in the toilet and questioned the cleanliness of the rooms. She leaves. Now, as for the billing - she had purchased said room on a 14 day advance deposit, meaning because she was willing to pay for the room in advance she was getting a better rate. Our front desk manager refunded her half of her money (and she did not even have to do that)
Several days later on my shift (midnights) I get a call from her mother. It was her credit card that paid the bill and she wanted to know why she did not receive a full refund. I told her that it was a non-refundable deposit and even getting half off was good. I let her know that being on the midnight shift there was nothing I could do and to call back in the morning. She proceeded to tell me that she was going to trash the hotel on facebook, go on our website and further complain and that she was disputing the bill with her credit card company. She demanded to not be charged.
I simply told her to call back later.
Several days later on my shift (midnights) I get a call from her mother. It was her credit card that paid the bill and she wanted to know why she did not receive a full refund. I told her that it was a non-refundable deposit and even getting half off was good. I let her know that being on the midnight shift there was nothing I could do and to call back in the morning. She proceeded to tell me that she was going to trash the hotel on facebook, go on our website and further complain and that she was disputing the bill with her credit card company. She demanded to not be charged.
I simply told her to call back later.
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