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Had a man call me today and ask why he was charged double what he was supposed to be charged. I looked it up and told him he was charge for one room, for 2 nights. He states that he only needed the room for one, and that he NEVER booked for 2 nights, I beg to differ.
He had made 2 room reservations for 5/11 and 5/12. That was graduation weekend here for the University.
First, we had put a 2 night minimum length of stay restriction for that weekend (meaning you had to book for both Fri and Sat, not just one of the days).
Second, I had dealt with these people pretty much exclusively. They made reservations through the 1-800 for both nights (2 rooms, 2 nights each). They called 2 weeks prior to arrival to ask for a third room (we had nothing left). I was the one that talked to them. I told them we had nothing, but would hold one for them if it became available and call them. I also verified what they had reserved, 2 suites, non smoking, with 2 beds in each for 2 nights, 5/11 and 5/12. All is good.
The Monday of the week of arrival (5/07), they called again to ask about that third room, still nothing available for them. This time, they asked to verify that they still had the 2 rooms for the weekend. Again, all is good.
Two days later, I get a cancellation, and it was just the room they were looking for, so I held it for them and called them up. They accepted the room and were happy that we got them the third room.
On Friday, the person staying in the third room came in and checked in. This person was staying 2 nights. I asked them where the "smiths" were (not there real name). I was told they would be in late, 11pm or so.
11PM, they show up to check into there 2 rooms. I check them in. I verify, one last time, that they have 2 non smoking suites with 2 beds in each for 2 nights, checking out SUNDAY. Again, all is good.
On Saturday, both of the rooms (the suites) had Do Not Disturb signs on the doors, so they were NOT cleaned. The person staying in the third room had there room cleaned.
On Sunday, the man staying in the third room checked out, turned in his keys, and left. We heard nothing from the other two rooms (the suites). Keys were in the room, and it was empty.
So now we have this person telling me, that they NEVER booked for 2 nights, and not only that, but that they left on Saturday morning and CHECKED OUT!
I asked if they came to the front desk, turned there keys in, and signed a receipt. Guess the answer.....thats right, they didn't.
Now seriously, what am I supposed to make of this. Never has this ever happened, so I have no idea what to make of it.
I should also note that the registrations that have there credit card imprints and that are signed by them both state "Check In: 5/11/07, Check Out: 5/13/07".
Honest mistake? Old people that are growing senile? Someone taking me for a fool?
Considering that I have dealt with this person myself, through numerous phone calls, in person, and have seen the DND signs myself, I really have to wonder.
He had made 2 room reservations for 5/11 and 5/12. That was graduation weekend here for the University.
First, we had put a 2 night minimum length of stay restriction for that weekend (meaning you had to book for both Fri and Sat, not just one of the days).
Second, I had dealt with these people pretty much exclusively. They made reservations through the 1-800 for both nights (2 rooms, 2 nights each). They called 2 weeks prior to arrival to ask for a third room (we had nothing left). I was the one that talked to them. I told them we had nothing, but would hold one for them if it became available and call them. I also verified what they had reserved, 2 suites, non smoking, with 2 beds in each for 2 nights, 5/11 and 5/12. All is good.
The Monday of the week of arrival (5/07), they called again to ask about that third room, still nothing available for them. This time, they asked to verify that they still had the 2 rooms for the weekend. Again, all is good.
Two days later, I get a cancellation, and it was just the room they were looking for, so I held it for them and called them up. They accepted the room and were happy that we got them the third room.
On Friday, the person staying in the third room came in and checked in. This person was staying 2 nights. I asked them where the "smiths" were (not there real name). I was told they would be in late, 11pm or so.
11PM, they show up to check into there 2 rooms. I check them in. I verify, one last time, that they have 2 non smoking suites with 2 beds in each for 2 nights, checking out SUNDAY. Again, all is good.
On Saturday, both of the rooms (the suites) had Do Not Disturb signs on the doors, so they were NOT cleaned. The person staying in the third room had there room cleaned.
On Sunday, the man staying in the third room checked out, turned in his keys, and left. We heard nothing from the other two rooms (the suites). Keys were in the room, and it was empty.
So now we have this person telling me, that they NEVER booked for 2 nights, and not only that, but that they left on Saturday morning and CHECKED OUT!
I asked if they came to the front desk, turned there keys in, and signed a receipt. Guess the answer.....thats right, they didn't.
Now seriously, what am I supposed to make of this. Never has this ever happened, so I have no idea what to make of it.
I should also note that the registrations that have there credit card imprints and that are signed by them both state "Check In: 5/11/07, Check Out: 5/13/07".
Honest mistake? Old people that are growing senile? Someone taking me for a fool?
Considering that I have dealt with this person myself, through numerous phone calls, in person, and have seen the DND signs myself, I really have to wonder.
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