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So, as folks already know, this Monday is Valentine's Day. It's usually one of the biggest days for us at the hotel and spa, but as it falls on a Monday the spa is closed. Our work week is from Tuesday through Saturday. Provided we aren't stuck in some sort of weird half-shutdown like we have been since the start of January.
In the past three days of work I have had the following:
In the past three days of work I have had the following:
- people chew me out because we aren't open on Monday with it being such a 'big holiday'
- people demand that we open Monday so these entitled people can come in for services on the 'most romantic day of the year'
- people who are trying to book services now for the days we are open coming up to the 'big holiday' as well as the weekend after - they're all upset that they can't get in despite knowing that they are leaving it late
- people who are trying to book rooms and are pissed off when they are told that we've been booked for the next couple of weekends for at least a month
- people who were smart enough to book a hotel room in advance but didn't seen to realize that they should have booked spa services well in advance too
- these same people assumed that there would be spa appointments available just because they booked a hotel room. Yeah, it doesn't work that way.
- one missus said she would cancel her hotel room if we couldn't get her in for a couple's massage - she was shocked when I didn't suddenly say "Oh, I just found appointments for you'. Instead I told her that I could understand how she felt and asked if she had told the person who took her reservation that she wanted to book spa services. The missus said 'No, I assumed they'd be available." The amount of times people have said this through out the year is nuts - they don't understand that the spa is open to the public, not just hotel guests.
- these same people assumed that there would be spa appointments available just because they booked a hotel room. Yeah, it doesn't work that way.
- people who assumed that because they booked spa services that they also have a hotel room booked
- people that demanded that our estheticians/massage therapists come in early to accommodate their demands.
- just today I had somebody expect that I would make one of our massage therapists come in 30 minutes early this Friday so that she could fit in a last minute massage appointment. When I told her that the most we could do is book a 30 minute massage the first thing out of her mouth was "Can I speak to a manager?" When I told her I was one she was like, "Well, can't you make the massage therapist come in early?" I explained that our massage therapists make their own hours and we can't make them do something just because a client demands it. "Can you ask her?" Nope, she has already had her schedule set in stone - she will not be there at 9:30. "Well, I figured that asking for a manager would make things go how I wanted them." I thanked her for letting me in on her little plan and that I would be notating her account, and that under no circumstances would we be playing her games. She wasn't happy, but she can go suck rocks for all I care.
- Or the missus who demanded that we be open late this Friday so she could get in for services. Yeah, no. Not happening.
- people get angry when I tell them that we will be requiring ID from the person paying for their hotel room AND their registered guests
- this is due in part to the missus with the stolen card a couple of weeks ago, and continuing issues with a couple of the people tied up in the whole mess - use a stolen card, get banned. Further, have somebody else come in and pay for you, putting the room in your name, and discovering that you are the person who got banned a couple of weeks ago but using a different name...yeah, thanks fucko.
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