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This started with a SC but it's got me interested in what others, especially in the industry, think about this.
We had a guest who is staying here with her family for a Bar Mitzvah. There are around 10 rooms for their group and, for the most part, we have had relatively few problems. One room, though, is an endless source of pain for us at the front desk. The whole thing started on my shift.
The guest calls down to the front desk and says the toilet won't flush. No problem, I send our maintenance guy up and about 10 minutes later I'm told everything is fine by him. Many many hours later at 10:40PM I get a call from the room. The guest is upset because the toilet won't flush. Since there is only one employee on at night (10PM onward) I offered her the two choices we have: Wait until tomorrow or move to the only other vacant room we have for the night. After a good 15 minutes of yelling and complaining on her part, we decide to move her. Despite being alone I personally bring up two luggage carts and the new keys to the floor. I point out that she doesn't NEED to move everything. They have both rooms until noon the next day and they could use their current room to store their luggage or use the second just for the restroom. The guest doesn't seem happy. I left my shift half an hour later with a lot of documentation on my part.
Since then, every person working has had an encounter with the guest. She is demanding her room be comped for the night (at a rate of 206.00 for our largest suite.) We already reduced the rate by 10% for inconvenience and their rate was already low because they were with a group. Everything started on Friday and management won't be in until Monday. Even if we wanted to camp them, it would need to be retroactive. Still, I doubt she will get it knowing our manager.
I would love to hear what other hotels would do in such a situation. I've only worked here so I'm not sure how common an occurrence comped rooms are in other places. Usually we don't comp unless it is obvious we were at fault.
We had a guest who is staying here with her family for a Bar Mitzvah. There are around 10 rooms for their group and, for the most part, we have had relatively few problems. One room, though, is an endless source of pain for us at the front desk. The whole thing started on my shift.
The guest calls down to the front desk and says the toilet won't flush. No problem, I send our maintenance guy up and about 10 minutes later I'm told everything is fine by him. Many many hours later at 10:40PM I get a call from the room. The guest is upset because the toilet won't flush. Since there is only one employee on at night (10PM onward) I offered her the two choices we have: Wait until tomorrow or move to the only other vacant room we have for the night. After a good 15 minutes of yelling and complaining on her part, we decide to move her. Despite being alone I personally bring up two luggage carts and the new keys to the floor. I point out that she doesn't NEED to move everything. They have both rooms until noon the next day and they could use their current room to store their luggage or use the second just for the restroom. The guest doesn't seem happy. I left my shift half an hour later with a lot of documentation on my part.
Since then, every person working has had an encounter with the guest. She is demanding her room be comped for the night (at a rate of 206.00 for our largest suite.) We already reduced the rate by 10% for inconvenience and their rate was already low because they were with a group. Everything started on Friday and management won't be in until Monday. Even if we wanted to camp them, it would need to be retroactive. Still, I doubt she will get it knowing our manager.
I would love to hear what other hotels would do in such a situation. I've only worked here so I'm not sure how common an occurrence comped rooms are in other places. Usually we don't comp unless it is obvious we were at fault.
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