wherin I lose it in front of the manager

[smileyeagle1021]

OK, so this guy was grade A SC... that said, I lost it.

He booked on expedia... he got upset because the registration card printed out with a zero balance... he insisted that meant that he was signing a blank check... he refused to sign.

I explained that our reg cards only show what is still owed and sense it's prepaid it will be zero...

He goes on to say that he wants to know how much he's paying us... I explain that with expedia it is prepaid and expedia has already sent the payment.

He goes on to say that he KNOWS that expedia wouldn't have already sent payment, he uses expedia all the time and that expedia has never precharged him that it's always been handled by the hotel, just tell him the rate that we will bill him.

I try to explain that I honestly don't know what rate he was billed... all I have is the CONFIDENTIAL rate we have with expedia, they do not tell us what they are charging guests.

He tells me that I'm a liar

I lose it... I tell him that obviously he is the liar because if he has ever used expedia before he should have noticed that his credit card statements should show expedia not the hotel and that he should have NEVER gotten the information he's asking for from any front desk person and I'm not going to violate our contract with with expedia to satisfy his demands, walked away from the desk and told the manager he'd have to deal with the guest because I couldn't handle it...

I ever had a talk with my manager afterwords, he does somewhat understand that I could have easily handled this guy up until the point he called me a liar... that is one thing I can't smile and nod and provide good service for.

[Evil Queen]

I would have blown up on this guy too.

Infact, I have. But it was for priceline and it was this bitchy woman from New York.

I noticed just about all my guests from New York are bitchy. I'm going to blame the humidity....

[smileyeagle1021]

-snip-priceline -snip-
.

*hiss* how I hate priceline *hiss*

[SorryIsGoodEnough]

Okay.

So when I worked for the Wingate in Rock Springs, WY *now that I'm not there anymore* I developed this disorder in which every time someone handed me their printout from Hotels.com/Expedia.com/Priceline.com/etc I'd get a twitch and attempt to pass them off on a coworker, if I was LUCKY ENOUGH to have someone working with me that night.

Hotels.com said we accepted pets. We NEVER did.

Not to mention, if you book online, there is NO guarantee that you'll get an NK1, *nonsmoking king*. You may get a K1, or smoking king. The only guarantee you have is that you'll have a room. That is, if you or the website doesn't fail that time around.


Man, when I get a new job here in Washington, I'm going to really make sure what our policies are regarding online bookings so I can STICK TO THEM.

[smileyeagle1021]

NK1,

ouch... those three letters mean I feel your pain... SoftHotel?

[Cats]

I've used places like hotels.com to book before, and never had any sort of issue at all with the hotel. Of course, I always check the hotel's website (to do research before booking) and book there if I can, but I choose using whatever is easier to use. I can't talk on the phone to save my life, so I always book online.

In my recent trip, I know I used hotels.com, and they didn't have much listed there for the hotel I picked; the only non smoking decent price room was a king. My friend mentioned this casually as we were being checked in (as she did not know until that moment, and she knows she's a bedhog), and the woman helping us offered to put us in a double instead if we needed, as they did have them available. I politely declined since I didn't want to be a bother, but I thought it was incredibly nice of her to try to accomodate us without having us specifically request it. If we ever go back to NYC, we're gonna stay at that place again, the staff was awsome in general, and the elevators had Popeye and Donald Duck cartoons in them!

I had no idea it could sometimes be a pain in the ass for you guys to deal with 3rd party sites, but at least I always do my research and know exactly what to expect

[SorryIsGoodEnough]

... SoftHotel?

WinPM. Le blech.

Speaking of that, you know what else?!?!?!? Our double rooms are NQQ1 or QQ1. You know, like Q for Queen. But they are only DOUBLE BEDS. And the websites REFUSE to acknowledge that, so when people checked in, I got a whole bunch of

"Yah, um, *snort* the website said you have queens. Those aren't queens. I only made my reservation HERE because you had QUEENS."

....No.

[Evil Queen]

Hotels.com said we accepted pets. We NEVER did.

Oh my god, Hotels.com STILL says that about my hotel. I had a lady come in and bitch when I charged her for the pet fee; I told her that the paperwork she signed specifically mentioned the pet fee ($50 for the first night and $20 every night there after) and turned into a Pyscho Bitch right in front of my eyes. The transformation sequence was flawless. Then she bitched about it being so high; "Ma'am, we're a business hotel, not a family hotel. Which means we're not a pet friendly hotel."

Bitch bitch bitch, whine whine whine, I'm telling your manager, I'm taking this to corporate, I'm telling Hotels.com

At this point I stopped caring and looked up our hotel on the website; sure enough it said "Pets Welcome" with a little disclaimer at the bottom of the page saying there was a pet fee included. Print and save to show to my supervisor (who was going to get this shit in the morning). I placed a call to Hotels.com to get them to change it but they said I couldn't unless I called another number. I wrote down the number and set it aside for my supervisor as well so she could call since they wanted an account number that I didn't have.

Next mornign comes around; I get a call from my supervisor asking if I was able to change the website; Nope! Why?

Because the guest insisted that "yesterday it said pets were free." and "That girl changed it last night!" Bitch, please.

Suffice to say, she didn't get her refund and we kept an additional 25$ because her ankle biter shit on the bed.

[SorryIsGoodEnough]

We didn't even allow pets in our hotel at all. If we found out there had been one, even if there was no damage, we charged $150 to the card.

No pets. No fee. Nothing.

[Evil Queen]

Nice rule, I like it.

[thehippie777]

So we USED to accept pets. We were having too many problems. We didn't charge fees, but required a credit card on file & always stated we reserved the right to change for any damages if there were any. Well, that didn't last long because people would cry & whine about being charged for damages when their little sweeties did nothing of the sort. And what is with people always saying, "My dog is a good dog." Yeah, heard that one before!

So we no longer accept pets. It is stated on our main webside. I am not sure about the others. Anyway, just the other day we had someone literally shove their large dog into the elevator right when they saw me. I would have persued but I was helping another guest AND what if it had been a service dog? I called our manager at the time & asked if she allowed a pet...to which she said no but she knew who I saw & they seem to not give one flipping lick what we say about not allowing pets & ALWAYS bring their damn dog anyway.

..bastards..

They should get charged, but they are sneeky!!

Oh & I am guessing our company doesn't work the same way with those travel sites, because we never have prepays & we always are able to show rates.

I have had people hint and actually all out call me a liar. It's difficult, but I do hold my tongue. Now when people claim I am being racist...that is a whole other thing! Angers me like non-other.

[friendofjimmyk]

I love priceline...I really do My one experience with priceline will make me go back again and again. Then again, I did not have any issues with any thing on any part of my package. I booked a flight + hotel + rental car package for 2 people going from Omaha to Reno. The package was $600 a piece. What a deal. We were set up at the Grand Sierra Resort Casino - new place and really nice!

On the other hand, I am not picky when I am booking. I'm looking for a similar package for a trip to Seattle next July. So far, for one person, I've found packages as low as $820. I totally did priceline.

[smileyeagle1021]

[SIZE="1"]We were set up at the Grand Sierra Resort Casino - new place and really nice!
.

coughcough that building is older than I am and competes with my mother coughcough

GSR is new, but it was a Hilton for years and an MGM for even more years before that...

[DistantStar]

Oh, it's so much fun to tell people that to make any changes to a reservation they made through Expedia or Travelocity that they have to go through them to make any changes to their reservation...*sigh*

And for whatever reason, although the book says we do, we don't offer AAA discounts. Yes, I know, that's really weird. But we don't. Please don't scream at me, if it was up to me, we would. Especially since the damn book says we do!

[Shpepper]

Reading all the problems that you all have with online booking makes me glad that we don;t offer it at all. People actually have to call us or send an email to get a reservation. It makes things so much easier. Before I went to work there, they did offer online bookings but it was such a pain. There were too many incidences of double and even triple bookings for the same room since the system that they used only updated 3 times a day. Since we only have 41 rooms, that was a bad bad thing.

We also have a totally no pets policy. None even in the cars in the parking lot. I've actually had people ask me if they could leave their pets in the car over night. GRRRRRRRRRR Bad Bad pet mommy and daddy.