they see the "Free" part
Okay, so apparently (I hadn't had a clue) our hotel brand was running a buy 3 nights, get a 4th free promition. When our receipts printed out, this was printed at the bottom. Unlike most hotels, when promotions are run individual hotels are not responsible directly.
Me: *call from inhouse answer*
SC: I want my free night!
Me: (huh?) I am sorry? (talk about vague)
SC: I want my free night! At the bottom of my receipt it says I can get a free night!
Me: Okay...I am sure that is possibly something that can only be booked through central reservations....
SC: It says here that, "Earn a free night after 3 stays or 10 nights in a row. Please see (website) for detail..." oh. WELL I GUESS I HAVE TO GO TO THIS SITE. FINE WHATEVER. I WANT MY NIGHT!
Me: Okay, if it says you have to visit that website, then that is the only way to get the free night booked...
SC: Fine I want two receipts, take care of this?
Me: (This is literally the most vague guest I have had in a LOONG time.) I'm sorry?
SC: I want these on two different receipts! I will be down in 45 minutes (it was 545am) and I want this taken care of!
Me: (Gotta dicipher wtf this guy is trying to tell me, so I hope up his file in hopes to figure something out.) Okay... (I see he has stayed two nights...here goes a shot.) You want your two night you have stayed on two different receipts?
SC: Yes! Get this done now!
Me: Okay, no problem. I won't be here in 45 minutes, but...*interruption*
SC: OH GREAT! *mad*
Me: BUT I will get these receipts set up, let the new person know about them, and we can go from there. *smile over phone*
SC: *calmed down a bit* Okay good.
I go ahead and pull up said website & the fine print is kinda vast, so I print it off for the AM shifter, get the receipts ready, explain to her. She looks at me confused... The print actually said that you apply for it, they send you the "certificate" and then you can book a room ahead of time for a year. Nothing like being informed.
And alls I know is that if guests actually do read, they only see the word FREE.
NOTE: This guy stayed a night after again. He is WEIRD.
When it comes to getting things done, we need fewer architects and more bricklayers. ---Colleen C. Barrett---