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SC: "Yes, I have a reservation there tonight, but I need to cancel."
Cancel? THIS. IS. MEMORIAL DAY WEEKEND!
Me: "I'm sorry, but it's going to be a one-night room and tax penalty."
SC: "But we're only there for one night anyway!"
Me: "So yes, I can cancel, but you will be charged for the room and tax."
SC: "I can't get a rain check? It's raining and we can't golf!"
Me: "I'm sorry, but the cancellation window for golf packages was two days ago."
SC: "This is the most ridiculous thing I've ever heard of?"
What's ridiculous is that the weatherman was saying it was going to be a wet weekend a week ago, but you didn't care enough to plan ahead.
SC: "I mean, yeah I'm sure I got some information on the cancellation somewhere, but I didn't see it!"
Just because you didn't see it doesn't mean it doesn't exist. And since our automated email template isn't smart enough to differentiate between our golf packages and our other hotel packages, you probably got an email with our standard five-day cancellation period message, which gives you even less of an excuse.
SC: "Fine, whatever, we'll keep it for now I guess."
There's a good boy.
I added plenty of notes to make sure another agent doesn't cave. Supervisor overhead me on the phone with this guest and afterward asked if he was really trying to cancel on day-of-arrival today, and then she laughed at him.
Let me Google that for you
*Phone rings*
Me: "Thank you for calling..."
SC: "Where's my map?"
Me: "I'm sorry?"
SC: "I called an hour ago and you were going to send me a map and you didn't!"
That's funny, I don't recall speaking to a screeching banshee an hour ago.
Me: "I'm very sorry about that. If I could just get..."
SC: "You have very good directions on the website but it's too long and I can't write it all down! I asked over an hour ago!"
Me: "Yes, well can I please get your email?"
SC: "I already gave it! It's loser@abc.com!"
Me: "And your name?"
SC: "[LOSER]!" *exasperated sigh*
Me: "Okay, Mr. Loser, are you coming from the north or the south?"
SC: "I can't believe this? THE SOUTH!"
I can't believe simple questions cause so much drama in your life. I'm not sure why I'm trying to give you accurate directions; I'm now questioning whether we actually want you to find us.
Me: "Okay sir. Just give me a few minutes, and I will get those emailed to you shortly. I apologize about the delay."
As soon as I got him off the phone, I pulled us up on Google maps and sent him the link.
I asked around too and no one else recalled speaking to a screaming banshee about getting a map and directions earlier, either.
Cancel? THIS. IS. MEMORIAL DAY WEEKEND!
Me: "I'm sorry, but it's going to be a one-night room and tax penalty."
SC: "But we're only there for one night anyway!"
Me: "So yes, I can cancel, but you will be charged for the room and tax."
SC: "I can't get a rain check? It's raining and we can't golf!"
Me: "I'm sorry, but the cancellation window for golf packages was two days ago."
SC: "This is the most ridiculous thing I've ever heard of?"
What's ridiculous is that the weatherman was saying it was going to be a wet weekend a week ago, but you didn't care enough to plan ahead.
SC: "I mean, yeah I'm sure I got some information on the cancellation somewhere, but I didn't see it!"
Just because you didn't see it doesn't mean it doesn't exist. And since our automated email template isn't smart enough to differentiate between our golf packages and our other hotel packages, you probably got an email with our standard five-day cancellation period message, which gives you even less of an excuse.
SC: "Fine, whatever, we'll keep it for now I guess."
There's a good boy.
I added plenty of notes to make sure another agent doesn't cave. Supervisor overhead me on the phone with this guest and afterward asked if he was really trying to cancel on day-of-arrival today, and then she laughed at him.
Let me Google that for you
*Phone rings*
Me: "Thank you for calling..."
SC: "Where's my map?"
Me: "I'm sorry?"
SC: "I called an hour ago and you were going to send me a map and you didn't!"
That's funny, I don't recall speaking to a screeching banshee an hour ago.
Me: "I'm very sorry about that. If I could just get..."
SC: "You have very good directions on the website but it's too long and I can't write it all down! I asked over an hour ago!"
Me: "Yes, well can I please get your email?"
SC: "I already gave it! It's loser@abc.com!"
Me: "And your name?"
SC: "[LOSER]!" *exasperated sigh*
Me: "Okay, Mr. Loser, are you coming from the north or the south?"
SC: "I can't believe this? THE SOUTH!"
I can't believe simple questions cause so much drama in your life. I'm not sure why I'm trying to give you accurate directions; I'm now questioning whether we actually want you to find us.
Me: "Okay sir. Just give me a few minutes, and I will get those emailed to you shortly. I apologize about the delay."
As soon as I got him off the phone, I pulled us up on Google maps and sent him the link.
I asked around too and no one else recalled speaking to a screaming banshee about getting a map and directions earlier, either.
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