Ever had an encounter with an SC that left you wondering if they were just plain crazy or acting up?
Had this issue with a lady today, you decide.
Lady had reserved 2 rooms for multiple nights. Both rooms were non smoking doubles, not suites. She checks in, and goes to the rooms. Comes right back and informs us that there is a mistake and that she had reserved suites.
The clerk looked to see if there was an accidental room change in the customers log, there wasn't, they were made as regular rooms and not suites.
She shows clerk a paper that she printed off the net "see, here is my proof". This confused the clerk as she was under the impression the room was made through the hotel direct and not online.
So I come in to see whats up. Lady is claiming that she made the reservation online and the page she printed clearly shows she made reservations for suites.
What this looney tune did was go online, select 2 suites, added them to her cart, and printed the page. She made no reservation. She did this AFTER her husband had called the hotel to make the actual room reservations himself.
This is where she goes crazy. She says "If I didn't make this online, why is there a confirmation number on my printed page?". I look and see a clearly HANDWRITTEN confirmation number on the page, the one she probably got from her husband when he made the reservation.
I was speechless. She ranted and then eventually left the hotel, didn't give us a chance to help her out in the situation (we would have just given her the suites).
I don't know, customers are becoming more and more odd, I think we all need to start being more careful.
Had this issue with a lady today, you decide.
Lady had reserved 2 rooms for multiple nights. Both rooms were non smoking doubles, not suites. She checks in, and goes to the rooms. Comes right back and informs us that there is a mistake and that she had reserved suites.
The clerk looked to see if there was an accidental room change in the customers log, there wasn't, they were made as regular rooms and not suites.
She shows clerk a paper that she printed off the net "see, here is my proof". This confused the clerk as she was under the impression the room was made through the hotel direct and not online.
So I come in to see whats up. Lady is claiming that she made the reservation online and the page she printed clearly shows she made reservations for suites.
What this looney tune did was go online, select 2 suites, added them to her cart, and printed the page. She made no reservation. She did this AFTER her husband had called the hotel to make the actual room reservations himself.
This is where she goes crazy. She says "If I didn't make this online, why is there a confirmation number on my printed page?". I look and see a clearly HANDWRITTEN confirmation number on the page, the one she probably got from her husband when he made the reservation.
I was speechless. She ranted and then eventually left the hotel, didn't give us a chance to help her out in the situation (we would have just given her the suites).
I don't know, customers are becoming more and more odd, I think we all need to start being more careful.
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