I don't even know what to say...there were FORTY-NINE case notes in this woman's file....I'm just going to sum it up for you below
The first note starts off with "If anyone calls and claims they are (insert guest's name), please have them verify the password: fifty/fifty" (can you already tell how much FUN this woman was?!?!?!?)
It goes on to read that the FEMALE guest who is contacting us, booked an advanced purchase reservation for a hotel in FL. She is requesting to cancel because HIS alheizmers just took a turn for the worst and now HE is out of his mind and can not travel.
The hotel responds and says "wait, i thought this was a female? no we will not refund the advanced purchase rate"
Guest calls back and says that she is the caretaker and executor to her boss' estate and due to his state f mind, he can not make it. She also states that she has a stalker who follows her wherever she goes and wherever she stays...that's why we need to verify the password before divulging any information.
Hotel responds and says "wait...the password she gave you does not match the password she gave us...how do we know this is the same person? how do we know it's not this stalker person? anyways...the advanced purchase rate reservation remains"
We tell the guest and get her to agree with a date change...which we do. The hotel, meanwhile, is updating us all the time about her calling the hotel and harrassing them...yelling at clerks if they did not verify the password and calling over and over again. In one of the notes, the general manager explains that she just spoke with the guest and they have arranged it so that no one else is to check in except for her and the code word was changed to fifty/fifty over there as well.
Ok...so everything is ok so far except of course, that we're dealing with an insane woman...
Suddenly, date of arrival, the guest starts bombarding our office and saying the hotel will not let her son check in and stating how she arranged with the G.M. to have it be ok as long as she faxed over her signature and credit card. Now, her son's at the hotel and they won't let him check in unless she is there but she's only an hour behind and blah blah blah
We call the hotel...the G.M. says no one has tried to check in under her reservation but, even if they did, she would not allow them to due to the specific instructions given by the guest.
The guest flips out and, according to the notes, is crying and saying that she wants to cancel BOTH advanced purchase rates at this hotel (apparently there was one in September as well) because all the stress of this has made her sick. She stated that it's her son's trip and he's alone and 6 states away and bla bla blah....our agents arrange an alternate location for the son...the hotel cancels both reservations and CREDITS BACK HER CARD for the amount debited....even going as far as putting the credit on a different card number since the one used to hold the reservations was cancelled....all is well again
No. All is not well.
She contacts our office again and is now demanding 75,000 Priority Club points due to....the stress of the situation. She claims her son got into a fender bender going to the alternate hotel and they did not have insurance for the rental car. She was also requesting we cover the cost of the accident since, of course, it was all the HOTEL'S fault.
The hotel is like...really? REALLY?!?!?!? We just refunded her over $1,300.00 which we did NOT have to do and she wants more? NO.
Of course, our office also says no so she escalates to me.
I tell her no, I told her the hotel was upholding the VERY specific reservation requests she provided the hotel with and they credited her back TWO advanced purchase rate reservations which are non-refundable.
It escalated.
What...the....hell.
The first note starts off with "If anyone calls and claims they are (insert guest's name), please have them verify the password: fifty/fifty" (can you already tell how much FUN this woman was?!?!?!?)
It goes on to read that the FEMALE guest who is contacting us, booked an advanced purchase reservation for a hotel in FL. She is requesting to cancel because HIS alheizmers just took a turn for the worst and now HE is out of his mind and can not travel.
The hotel responds and says "wait, i thought this was a female? no we will not refund the advanced purchase rate"
Guest calls back and says that she is the caretaker and executor to her boss' estate and due to his state f mind, he can not make it. She also states that she has a stalker who follows her wherever she goes and wherever she stays...that's why we need to verify the password before divulging any information.
Hotel responds and says "wait...the password she gave you does not match the password she gave us...how do we know this is the same person? how do we know it's not this stalker person? anyways...the advanced purchase rate reservation remains"
We tell the guest and get her to agree with a date change...which we do. The hotel, meanwhile, is updating us all the time about her calling the hotel and harrassing them...yelling at clerks if they did not verify the password and calling over and over again. In one of the notes, the general manager explains that she just spoke with the guest and they have arranged it so that no one else is to check in except for her and the code word was changed to fifty/fifty over there as well.
Ok...so everything is ok so far except of course, that we're dealing with an insane woman...
Suddenly, date of arrival, the guest starts bombarding our office and saying the hotel will not let her son check in and stating how she arranged with the G.M. to have it be ok as long as she faxed over her signature and credit card. Now, her son's at the hotel and they won't let him check in unless she is there but she's only an hour behind and blah blah blah
We call the hotel...the G.M. says no one has tried to check in under her reservation but, even if they did, she would not allow them to due to the specific instructions given by the guest.
The guest flips out and, according to the notes, is crying and saying that she wants to cancel BOTH advanced purchase rates at this hotel (apparently there was one in September as well) because all the stress of this has made her sick. She stated that it's her son's trip and he's alone and 6 states away and bla bla blah....our agents arrange an alternate location for the son...the hotel cancels both reservations and CREDITS BACK HER CARD for the amount debited....even going as far as putting the credit on a different card number since the one used to hold the reservations was cancelled....all is well again
No. All is not well.
She contacts our office again and is now demanding 75,000 Priority Club points due to....the stress of the situation. She claims her son got into a fender bender going to the alternate hotel and they did not have insurance for the rental car. She was also requesting we cover the cost of the accident since, of course, it was all the HOTEL'S fault.
The hotel is like...really? REALLY?!?!?!? We just refunded her over $1,300.00 which we did NOT have to do and she wants more? NO.
Of course, our office also says no so she escalates to me.
I tell her no, I told her the hotel was upholding the VERY specific reservation requests she provided the hotel with and they credited her back TWO advanced purchase rate reservations which are non-refundable.
It escalated.
What...the....hell.
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