I get a kick out of people saying they've spent a lot of money at our hotel, yet when I look through both our new booking system and our old one I can't find their names anywhere. Even if they stayed with us 15 years ago, we'd have a record...but...y'know.
I got an email forwarded to the hotel as the guest had emailed the spa attached to one of the properties. The alleged guest was losing his mind over us not having responded to a FB message, and he ended his email with "I would think a business would have the common curiosity to return and message simple message! I have stayed in your hotel many times and spent lots of money there and cant even get a reply!"
So, I pull up the old booking system - we're keeping it for record keeping at this point as we can no longer actually use it for booking rooms these days. I search his name, email, phone number, and absolutely nothing comes up. And this system goes back at least 15 years. Dude hasn't spent a dime with us.
I very nicely sent him a response that pointed out that as he was going through the spa side of the business until I was forwarded his information that they would not have the answers he was seeking. I provided the answers to his questions, and provided him with the email that would get a response from the hotel in the future. I wanted to tell him that he was an idiot for expecting to get questions about the hotel from the spa, but I want to keep my job.
I got an email forwarded to the hotel as the guest had emailed the spa attached to one of the properties. The alleged guest was losing his mind over us not having responded to a FB message, and he ended his email with "I would think a business would have the common curiosity to return and message simple message! I have stayed in your hotel many times and spent lots of money there and cant even get a reply!"
So, I pull up the old booking system - we're keeping it for record keeping at this point as we can no longer actually use it for booking rooms these days. I search his name, email, phone number, and absolutely nothing comes up. And this system goes back at least 15 years. Dude hasn't spent a dime with us.
I very nicely sent him a response that pointed out that as he was going through the spa side of the business until I was forwarded his information that they would not have the answers he was seeking. I provided the answers to his questions, and provided him with the email that would get a response from the hotel in the future. I wanted to tell him that he was an idiot for expecting to get questions about the hotel from the spa, but I want to keep my job.
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