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  • Outnumbered 10 to one...

    OMG, it's another fun night! With police action! Also, Central Reservations is screwing us over again! Whoopie!

    I have NO rooms!

    SC wants a room.
    Me: "I'm sorry, I'm sold out."
    SC: "No, I know, but I'm here for a few days."
    Me: "I have No. Rooms. Left. I'm sold out through the whole week."
    SC: "Can I just wait for something to open up?"
    Me: "I'm sold out. Nothing is going to open up. I. Have. No. Rooms. At all."

    I finally got it through his head. I gave him WiFi so he could email someone-or-other to let them know he wouldn't be staying here, and I booked him a room for next week.

    Abusive boyfriend is outnumbered

    I've already explained it to Other MOD, and written out the incident report, so I'm just going to copy/paste the incident report here and cut out the names for your enjoyment.

    Earlier in the day, Guest said she had a dispute with her boyfriend. CW told her that we were sold out so we couldn't move her, but we could rekey the room. Guest left a key so her boyfriend could pack up his things, and she would return when he was gone.

    At around 7pm, Guest returned, and we rekeyed the room. Her boyfriend's things were still in the room, and he had left notes for her. She said he was abusive, and had gotten into a bad group since they were moving up here. She thinks he may have started working for a Mexican drug cartel. She was afraid for her safety and did not want him coming up to the room to retrieve his belongings, so I told her she could bring them to the front desk and leave them there for him to pick up. She brought his things down about half an hour later.

    Around 8pm, I heard a woman screaming and crying for help. I looked out the back door, and saw some people running around the corner by [room]. I called 911, and told them I suspected it was Guest screaming. A short while later, Guest came to the office. 911 asked to speak with her, so I passed the phone off. Guest had said that her boyfriend had returned, and had charged at her when she was standing outside her room. She was not injured. She said about 10 of our refinery worker guests who have been staying here long-term ran out of their rooms and surrounded the guy, stopping him and let her escape to the office.

    While she was on the phone with 911, I took a call from her boyfriend. He wanted to know if Guest was still in the office. He said she was drunk and psycho. The boyfriend's speech was slurred and he was mostly incoherent; I think he was the one who was actually drunk. (Guest appeared completely sober.) I did not tell the boyfriend where Guest was. I couldn't understand what he was rambling about, but let him talk until he hung up.

    The police came about 8:15 and spoke with Guest. They patrolled the property but did not see anyone. Guest was safely escorted back to her room and instructed to call them if the boyfriend returns.
    Central Reservations is screwing with us again!

    Ah, CR. You love to overbook us, make reservations for Date X and tell the guest they're for Date Y, and just generally screw around with us. Tonight was no exception. Again, I'm too lazy to type it up, so I'll just copy what I sent Area Mgr.

    I just dealt with a guest who called CRS (by dialing "2" for reservations when he called our local number), and they somehow booked him into [place an hour away]'s property instead, even though they confirmed our address. We've been sold out, as has everyone else up here. I called [other place] and cancelled while he started calling around. I started calling around as well, but I ended up calling [other place] back and rebooking the reservation since the only other room I could find closer was well out of his price range. I don't know if that will generate a complaint. If the complaint shows up at [other place]'s property, though (since that's where the reservation is), it shouldn't count against them at the property level. The guest was incredibly upset (as is justified), so he may complain.
    --------------

    That's just a small snippet from tonight. I'm too tired to post more. Plus, my phone rings every 5 seconds with people trying to find rooms.
    Knowledge is knowing that a tomato is a fruit. Wisdom is not putting it in a fruit salad.

  • #2
    Lazy stupid people from CR - what the hell is their malfunction.
    Are they really so dumb they think it won't backfire and come back to haunt them later?
    Do they not care they are crapping all over the company and themselves behaving in this asinine manner?
    Yuck.

    Comment


    • #3
      On the other hand, bully for those men who protected the lady.
      Customers should always be served . . . to the nearest great white.

      Comment


      • #4
        Quoth Kristev View Post
        On the other hand, bully for those men who protected the lady.
        Yes, that was wonderful of them. Gentlemen,
        I don't have an attitude problem. You have a perception problem.
        My LiveJournal
        A page we can all agree with!

        Comment


        • #5
          Good on the workers for corralling Asshole Boyfriend long enough for Guest to get to safety.
          PWNADE(TM) - Serve up a glass today! | PWNZER - An act of pwnage so awesome, it's like the victim got hit by a tank.

          There are only Four Horsemen of the Apocalypse because I choose to walk!

          Comment


          • #6
            Quoth Kristev View Post
            On the other hand, bully for those men who protected the lady.
            this.

            and i hope she has better luck (or perhaps better judgement) whenever she gets a new partner.

            Comment


            • #7
              Quoth MournBlade View Post
              Lazy stupid people from CR - what the hell is their malfunction.
              Are they really so dumb they think it won't backfire and come back to haunt them later?
              Do they not care they are crapping all over the company and themselves behaving in this asinine manner?
              Yuck.
              They're probably reviewed on the number of reservations they make and know they won't actually have to deal with the angry guest in person.
              Knowledge is power. Power corrupts. Study hard. Be evil.

              "I never said I wasn't a horrible person."--Me, almost daily

              Comment


              • #8
                Quoth PepperElf View Post
                i hope she has better luck (or perhaps better judgement) whenever she gets a new partner.
                We all do, but by now know better than to bet the mortgage money that she will. I hope I'm wrong, but it's not out of the question that she goes back to this piece of work.

                As for CSR, what part of full--sold out don't they understand?
                I'm trying to see things from your point of view, but I can't get my head that far up my keister!

                Who is John Galt?
                -Ayn Rand, Atlas Shrugged

                Comment


                • #9
                  Quoth Irving Patrick Freleigh View Post
                  They're probably reviewed on the number of reservations they make and know they won't actually have to deal with the angry guest in person.
                  Some CR people know they won't have to deal with the customer face to face or even by phone. That's left to some "faceless front desk drone," who then has to figure out out how to handle the situation along with the spitting, raging SC that CR created.

                  What's rather sad is that call centers and centralized call-taking place such high goals on certain stats, like how many calls can be fit into a second? And that takes precedence over stats like customer satisfaction! This only encourages the "I don't care" behavior in individuals already inclined to that state.

                  I was in a different field, but our centralized call-taking could screw things up by the numbers. And guess who got to deal with it in person?
                  If I make no sense, I apologize. I'm constantly interrupted by an actual toddler.

                  Comment


                  • #10
                    Quoth bhskittykatt View Post
                    She said about 10 of our refinery worker guests who have been staying here long-term ran out of their rooms and surrounded the guy, stopping him and let her escape to the office.
                    Awesome!!!
                    Ne auderis delere orbem rigidum meum! - Don't you dare erase my hard disk!

                    This is Tech Support, not Customer Service.
                    What's the difference?
                    We're allowed to tell you "no".

                    Comment


                    • #11
                      That lady owes those refinery dudes a beer ^_^

                      Quoth taxguykarl View Post
                      As for CSR, what part of full--sold out don't they understand?
                      Well, Duh! Everyone knows that "fully sold out" really means that the rooms for the common rabble are sold out, but that you have a few rooms left for the SPESHUL SNOWFLAKES to rent out at a dramatic discount, of course! Silly...
                      "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
                      "The difference between an amateur and a master is that the master has failed way more times." - JoCat
                      "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
                      "There's burning bridges, and then there's the lake just to fill it with gasoline." - Wiccy, reddit
                      "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
                      "Love keeps her in the air when she oughta fall down...tell you she's hurtin' 'fore she keens...makes her a home." - Capt. Malcolm Reynolds, "Serenity" (2005)
                      Acts of Gord – Read it, Learn it, Love it!
                      "Our psychic powers only work if the customer has a mind to read." - me

                      Comment


                      • #12
                        My SD is now working as a front desk hotel clerk...I'm sure it will be a challenge for her, having to deal with some of these SCs. She doesn't really have the ability to grin and bear it for long I bet she'll have some good stories though.

                        Glad to hear the refinery workers stepped up and put drunk abusive boyfriend in his place. Woman must have been terrified, and I'm sure the guy was not exactly harmless to anyone else either...
                        "I was only LOOKING, I didn't mean to enter my card's CVV and actually ORDER! REFUND ME RIGHT NOW!!"

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