Ok, from my posts in MiM, you might get a negative impression of my GM. But, to be perfectly fair, my GM is a pretty good boss. He backs up his employees, even when they make a mistake, he HAS a spine, and is often willing to work with his employees when they are having problems.
Anyway, tonight he had a guest come up to the desk at 11:30PM, complaining that the website said we had Queen beds. He went on the website, and showed them that there were NO Queen's listed for our property.
She then complained that she didn't get HK service today. My GM brought out the HK notes and showed her that she had a DND on her room until 10AM, and then only asked for her towels to be changed.
Finally, she said she is just not happy with the room. He pointed out to her that she had checked in the previous night, and had not only not complained then, but hadn't said anything that morning either.
She, to say the least, was not happy.