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I'm Not Going to Make it
Friday night at ~2AM I get a call from the only guest that had yet to arrive. He wanted to cancel his reservation, because he was stranded (by the "We'll Pick You Up" Rental car company) 2 1/2 hours from our location.
He apparently had been stranded since 6PM. If he had called then, we might have been able to work something out. 8 hours later, you are far too late.
Elephants in the Hallway
Had a guest come to the desk at 7:30AM (Sat. Morning) complaining that their were people running up and down the hallway for 3 hours, making so much noise that it sounded like elephants in the hallway.
I apologized, and said if he had called to the desk to let us know, we would have He claimed that he called the desk twice, once at ~11:45PM, the next at ~12AM. Both of these were before I came in, and I talked that (Sat) night with 2nd shift, and she hadn't received any calls from that room.
I apologized again for the noise, and he wandered away, but a minute later he was back, and asked "Is that all you're going to do?"
His reservation was through a 3rd Party so I could not offer a discount/refund, and he had called 2x in a 15 minute window, when this supposedly went on for 3 hours. So I told him "I'm sorry, but if you had called down to the desk a few more times, we may have been able to take care of it."
He said, "Oh, so you're laying it on me! We'll see about this. I'm calling your corporate number."
Sorry, Wrong Country
On August 6th, we had a no show, and they were charged the No Show fee. On August 12th, I get a call from a booking agent saying that the guest had mixed us up with a Canadian hotel. They wanted to know if we were going to charge for a no show. I informed them that it had already been charged. They said they sent an e-mail about this on August 8th.
Once again, if they had called when the error was realized, something may have been able to be done. Now it's almost a WEEK later.
SC
Friday night at ~2AM I get a call from the only guest that had yet to arrive. He wanted to cancel his reservation, because he was stranded (by the "We'll Pick You Up" Rental car company) 2 1/2 hours from our location.
He apparently had been stranded since 6PM. If he had called then, we might have been able to work something out. 8 hours later, you are far too late.
Elephants in the Hallway
Had a guest come to the desk at 7:30AM (Sat. Morning) complaining that their were people running up and down the hallway for 3 hours, making so much noise that it sounded like elephants in the hallway.
I apologized, and said if he had called to the desk to let us know, we would have He claimed that he called the desk twice, once at ~11:45PM, the next at ~12AM. Both of these were before I came in, and I talked that (Sat) night with 2nd shift, and she hadn't received any calls from that room.
I apologized again for the noise, and he wandered away, but a minute later he was back, and asked "Is that all you're going to do?"
His reservation was through a 3rd Party so I could not offer a discount/refund, and he had called 2x in a 15 minute window, when this supposedly went on for 3 hours. So I told him "I'm sorry, but if you had called down to the desk a few more times, we may have been able to take care of it."
He said, "Oh, so you're laying it on me! We'll see about this. I'm calling your corporate number."
Sorry, Wrong Country
On August 6th, we had a no show, and they were charged the No Show fee. On August 12th, I get a call from a booking agent saying that the guest had mixed us up with a Canadian hotel. They wanted to know if we were going to charge for a no show. I informed them that it had already been charged. They said they sent an e-mail about this on August 8th.
Once again, if they had called when the error was realized, something may have been able to be done. Now it's almost a WEEK later.
SC
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