why don't people believe me...

smileyeagle1021 · #1 09-01-2008, 02:15 AM

... when I tell them that someone isn't here...

Had this lady call in... she was a nice lady, and not really that sucky, other than she kept insisting that she knew her husband was here because he was doing training starting tomorrow for a trucking company that uses us as a stopover point...

Well, first off, they don't have a training session starting tomorrow (because of the holiday, it was moved to tuesday), second I don't see this guys name anywhere in our system, third I don't even see the company on our system for tonight... and the death blow... she said this guy checked in at 5:30am... so I know that she is mistaken because I was here at 5:30 and there was only one check in that early and I remember her quite clearly because CRS screwed up her reservation.

but does any of this change her knowledge of the fact that I'm wrong and hubby must be here... nope, not in the least.

Aethian · #2 09-01-2008, 02:30 AM

Poor Smiley, I think she was worrying about him even more and that is why she isn't accepting the nice little no as an answer.

Evil Queen · #3 09-01-2008, 02:38 AM

Been there. Done that.

Just today actually. Some lady insisted her husband had reservations and had already checked in. Now, I'd been on shift since 7am. I'd checked in half a dozen people by 11am and, no, her hubby wasn't one of them.

Hubby shows up as I'm leaving the hotel because I recognize the dude's name when he walked up to the desk. Sheeesh.

DistantStar · #4 09-01-2008, 03:14 PM

I don't work at the front desk, but I am able to see if somebody's checked in or not. I haven't had anybody insist somebody was here who wasn't yet.

On a related note...

One of the worst calls I gotten, not an angry one, was a woman calling to confirm a reservation for a conference that she was flying from overseas to attend...and I could not find it. Not under any variation of the name I could think of, not looking at the list of people due to arrive on that date, nowhere.

And we were virtually sold out. I couldn't make her one either.

She broke down and cried.

I felt like crap. But this is exactly why we will happily send you a confirmation via email, fax, or regular mail! Please take us up on that offer. It's no extra work for us and that way you have physical proof of a reservation.

Evil Queen · #5 09-01-2008, 06:53 PM

Wow, DS. Didn't she have a confirmation number?

Our hotel system has two sets of confirmation numbers; the Guest Number (which is easier to search by) and the PMS/CRS number, which is generally 10-16 numbers and letters long, whereas the Guest Number is 5 numbers long (our cancellation numbers have one letter and four numbers, the letter always corresponds with the last name of the guest).

smileyeagle1021 · #6 09-01-2008, 07:39 PM

wow, EQ and I thought our system was bad... we have a CRS number, which is 6 digits long, and an account number which is 9 digits long... the CRS number is system wide and will be reused, the account number is hotel specific and will (supposedly) never be reused...

Evil Queen · #7 09-02-2008, 06:19 AM

Eh, I generally search by either date or last name. So much easier then anything else!

smileyeagle1021 · #8 09-02-2008, 06:21 AM

oh yeah... our search is so slow... if I need to find a future reservation I just ask the person's arrival date, bring up all the arrivals for that date, sorted alphabetically and find it that way...

powerboy · #9 09-02-2008, 06:27 AM

That is also like when I tell them that we are not hiring. Just because someone said that we were, doesn't mean that we are. They are not employed here, how would they know that we are, when we are not?

thehippie777 · #10 09-02-2008, 10:19 AM

ug I don't get too many people insisting someone is checked in, although it has happened. What I get more of is people asking for 5 different names to see if someone is here. The repeat retards call back & start asking AGAIN for the same people they just asked for. How many aliases do these people have? lol

On the reservations note. We have a confirmation number that is 8 numerical digits long. The cancelation numbers also 8 numberical digits long. No letters, no CRS whatevers. Our frequent stay members do have thier own numbers, but it's rare I have to look up a reservation using those. I am also able to look up by dates, names, credit card numbers, company name, group codes... But I only usually do confirmation numbers or dates/names.

& even I partake in the confirmation emails, fax, etc. What a wonderous invention!