This happened a while back.
So a guest books online. He didn't request anything on the booking and we are sold out for several days.
We gave him a room he wasn't pleased with. To quote "I wanted the room in the picture online. We've stayed here before and not had this problem."
"I'm sorry sir, we don't have that room available, the person in that room checked in two days ago and will be staying there for another 3 days."
"But I want that room"
"I understand but you didn't request that room when you booked or I'd have placed you in that room with a do not move status attached. I can't force the other guest from that room when they have been there for days and already paid in full"
"So we're being forced to take this piece of shit room because you aren't willing to give us the room we requested"
"The room is just fine, it's just not the room you want, and you didn't request that room in the first place"
The guest walks off mumbling under his breath how useless we are.
The next morning he calls down to the desk about a hard bagel. Now I have a new staff member, as in its only his second day with us, and the guest is yelling so loud at him over the phone that I can hear it from across the room"
"This bagel is hard as a rock"
Agent "I'm sorry sir. I'll go check the bagels and replace them if they are hard"
"What you don't believe me?!?!"
Agent "No sir, it's not that, I just need to go check them, and I'll be happy to replace them"
Guest now hangs up and storms down to the front desk, slamming the plate with the bagel on the front desk in front of my new staff member and says "Do you see how hard this bagel is, useless? "
At which point I pick the bagel up and pull it apart easily. I look at him and say "This bagel is fine, bagels are a bit harder than regular bread"
The guest holds of his hand with a waving motion and says "I'm not talking to you, don't talk to me" as though he's dismissing me.
Agent "Well sir I.."
"I want my money back"
I looked right at him and said "Now hold on a minute, this is my new agent, he isn't going to be able to help you. I'm the manager. There is nothing wrong with this bagel".
"I know who you are and I'm not talking to you, I'm talking to him" and he waves his hand dismissing me again.
Ok, I don't care who you are, no one talks to me like that and I got pissed off.
He looks at my agent and says "I want money back. First I don't get the room I requested, now your food is crap".
I walked right up to him and got in his face and said "You are NOT getting your money back for a room you did NOT request in the first place, and because of a hard bagel. You want to argue this, go ahead. I'll be happy to call the police and tell them that you are being abusive to the staff and they WILL back me up because the police always support the hotels in these matters". And I'm right, in this city, the police do.
At this point, the guest turned around and walked away.
The ONE THING that will piss me off more than anything else in the world is for someone to dismiss me as "You're a woman, you don't matter. Just go away" even if it's just a wave of the hand and ignoring me.
I've been threatened with being punched in the face, had people screaming me at me inches from my face, and even had someone jump the desk once, but NEVER EVER talk to me like that.
The guest came down later, dropped the keys in the drop box and walked out. We have him on the do not rent list.
So a guest books online. He didn't request anything on the booking and we are sold out for several days.
We gave him a room he wasn't pleased with. To quote "I wanted the room in the picture online. We've stayed here before and not had this problem."
"I'm sorry sir, we don't have that room available, the person in that room checked in two days ago and will be staying there for another 3 days."
"But I want that room"
"I understand but you didn't request that room when you booked or I'd have placed you in that room with a do not move status attached. I can't force the other guest from that room when they have been there for days and already paid in full"
"So we're being forced to take this piece of shit room because you aren't willing to give us the room we requested"
"The room is just fine, it's just not the room you want, and you didn't request that room in the first place"
The guest walks off mumbling under his breath how useless we are.
The next morning he calls down to the desk about a hard bagel. Now I have a new staff member, as in its only his second day with us, and the guest is yelling so loud at him over the phone that I can hear it from across the room"
"This bagel is hard as a rock"
Agent "I'm sorry sir. I'll go check the bagels and replace them if they are hard"
"What you don't believe me?!?!"
Agent "No sir, it's not that, I just need to go check them, and I'll be happy to replace them"
Guest now hangs up and storms down to the front desk, slamming the plate with the bagel on the front desk in front of my new staff member and says "Do you see how hard this bagel is, useless? "
At which point I pick the bagel up and pull it apart easily. I look at him and say "This bagel is fine, bagels are a bit harder than regular bread"
The guest holds of his hand with a waving motion and says "I'm not talking to you, don't talk to me" as though he's dismissing me.
Agent "Well sir I.."
"I want my money back"
I looked right at him and said "Now hold on a minute, this is my new agent, he isn't going to be able to help you. I'm the manager. There is nothing wrong with this bagel".
"I know who you are and I'm not talking to you, I'm talking to him" and he waves his hand dismissing me again.
Ok, I don't care who you are, no one talks to me like that and I got pissed off.
He looks at my agent and says "I want money back. First I don't get the room I requested, now your food is crap".
I walked right up to him and got in his face and said "You are NOT getting your money back for a room you did NOT request in the first place, and because of a hard bagel. You want to argue this, go ahead. I'll be happy to call the police and tell them that you are being abusive to the staff and they WILL back me up because the police always support the hotels in these matters". And I'm right, in this city, the police do.
At this point, the guest turned around and walked away.
The ONE THING that will piss me off more than anything else in the world is for someone to dismiss me as "You're a woman, you don't matter. Just go away" even if it's just a wave of the hand and ignoring me.
I've been threatened with being punched in the face, had people screaming me at me inches from my face, and even had someone jump the desk once, but NEVER EVER talk to me like that.
The guest came down later, dropped the keys in the drop box and walked out. We have him on the do not rent list.
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