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We shall call her "Jersey Marge," because she sounded like Marge Simpson with that stereotypically nasal, honking New Jersey accent.
Jersey Marge was upset because her credit card had been authorized with a temporary hold. This is common practice in hotels -- before you check in, all reservations are authorized for the amount of a one-night stay. That way, if you don't show up, we get to bill you for the no-show charge. Jersey Marge, however had called earlier in the day, told the clerk she would pay cash, and was told that when we collect a credit card for incidentals, it will have a hold put on that for $20. She interpreted this to mean that there would never be any other hold put on her card.
Well.
When she found otherwise, she thought the wisest course of action would be to come down to the front desk and scream at me, and then tell me to get someone "above your pay grade" when that didn't work. Luckily, my manager was still hanging around because another employee had locked her keys in her car, and so Jersey Marge screamed at the manager for a while, and when that didn't work, she demanded and was granted, the opportunity to wake the general manager up and scream at her for a while. Threats to call lawyers were made, but the funniest moment came when screamin' Jersey Marge screamed at the general manager that she would never scream at her the way the general manager was screaming at Jersey Marge because she, Jersey Marge, was "too much of a lady."
We expect problems in the morning, and the whole thing has been written up and documented.
Bonus fun fact: We granted Jersey Marge one of our Please Steal From Us guarantees, but because she paid cash, the refund will be issued as a check. Too bad, so sad.
Jersey Marge was upset because her credit card had been authorized with a temporary hold. This is common practice in hotels -- before you check in, all reservations are authorized for the amount of a one-night stay. That way, if you don't show up, we get to bill you for the no-show charge. Jersey Marge, however had called earlier in the day, told the clerk she would pay cash, and was told that when we collect a credit card for incidentals, it will have a hold put on that for $20. She interpreted this to mean that there would never be any other hold put on her card.
Well.
When she found otherwise, she thought the wisest course of action would be to come down to the front desk and scream at me, and then tell me to get someone "above your pay grade" when that didn't work. Luckily, my manager was still hanging around because another employee had locked her keys in her car, and so Jersey Marge screamed at the manager for a while, and when that didn't work, she demanded and was granted, the opportunity to wake the general manager up and scream at her for a while. Threats to call lawyers were made, but the funniest moment came when screamin' Jersey Marge screamed at the general manager that she would never scream at her the way the general manager was screaming at Jersey Marge because she, Jersey Marge, was "too much of a lady."
We expect problems in the morning, and the whole thing has been written up and documented.
Bonus fun fact: We granted Jersey Marge one of our Please Steal From Us guarantees, but because she paid cash, the refund will be issued as a check. Too bad, so sad.
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