I work evenings and overnights at a hotel. I just had a guest book a room through a well-known 3rd-party travel agency, under a "No Change/No Cancel" prepaid policy, arriving this evening. Our check time is listed as 3pm. The guest arrived to check in at 5:30am. When I told the guest that there are no rooms available at this moment, and that the earliest we might be able to get them in is around 1am, I heard this:
"What? But I reserved the room! You've already charged my card! I fly out in 6 hours! You need to give me my room, or refund my money!"
I remind the guest that the room is booked for this EVENING, and the "No Change/No Cancel" policy, the guest angrily leaves stating their intention to dispute the charge. Yeah, I don't think that's going to work too well for them.
As I was writing this I fielded 2 separate calls from the previously mentioned travel agency attempting to cancel for the guest. As well as the guest themselves, who came back in while on the phone with the agent. My response to all requests were the same. "You'll have to speak with the manager to get authorization to cancel. He'll be here in 5 hours." The guest is still in the parking lot, harassing those poor agents.
Why, why, WHY do people not read?
"What? But I reserved the room! You've already charged my card! I fly out in 6 hours! You need to give me my room, or refund my money!"
I remind the guest that the room is booked for this EVENING, and the "No Change/No Cancel" policy, the guest angrily leaves stating their intention to dispute the charge. Yeah, I don't think that's going to work too well for them.
As I was writing this I fielded 2 separate calls from the previously mentioned travel agency attempting to cancel for the guest. As well as the guest themselves, who came back in while on the phone with the agent. My response to all requests were the same. "You'll have to speak with the manager to get authorization to cancel. He'll be here in 5 hours." The guest is still in the parking lot, harassing those poor agents.
Why, why, WHY do people not read?
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