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Check out at my hotel is 11am and check-in is 3pm. Staffing levels are well below what we need to keep things on the go but we're somehow managing to squeak by. Barely.
I stick to the 3pm check-in so that my housekeepers aren't overwhelmed with trying to turn over 20+ rooms in the four hours we have between check-out and check-in. And I still get people arriving before 11am expecting to get into their rooms early. Or I get questioned about our check-in time.
I don't know how many times I'm going to keep repeating myself daily about this.
Even if everybody checks out prior to 11am we don't have enough staff to get those rooms ready when people show up prior to 3pm. For example, today somebody showed up BEFORE 11am and demanded to check-in early because they had spa appointments for 11:30am. When I told them that we could not accommodate them at the hotel before 3pm they got snotty with me and told me that the spa told them they could check in early. They didn't like it very much when I told them that under no circumstances does the spa dictate our check-in policy, nor would they have advised them that they could check-in early at the hotel. Yes, they asked to speak to a manager. They weren't very happy when I informed them that I am the assistant general manager over the spa and accommodations, and when they threatened to cancel their reservation and spa bookings I advised them that there was a 24hr cancelation policy and if they canceled anything today they'd be on the hook for everything still anyways. Cue cat-butt faces. But they figured out that I wasn't going to budge and then left for their spa services.
Just had another couple try to check-in early and they got pissy too about not being able to check-in until 3pm. They weren't much more gracious that the earlier guest, and were even more put out over the fact that I couldn't switch them from a queen to a king room, even after I explained that we're completely booked solid and don't have any wiggle room to move people around. I almost told them that if they wanted a king bed they should have booked it while they still could, but I'm sure if I'd said that they'd have told me that there weren't any available when they booked online...as if that wouldn't have been enough of a clue.
I swear that my mind is going to be gone by the end of the summer.
I stick to the 3pm check-in so that my housekeepers aren't overwhelmed with trying to turn over 20+ rooms in the four hours we have between check-out and check-in. And I still get people arriving before 11am expecting to get into their rooms early. Or I get questioned about our check-in time.
I don't know how many times I'm going to keep repeating myself daily about this.
Even if everybody checks out prior to 11am we don't have enough staff to get those rooms ready when people show up prior to 3pm. For example, today somebody showed up BEFORE 11am and demanded to check-in early because they had spa appointments for 11:30am. When I told them that we could not accommodate them at the hotel before 3pm they got snotty with me and told me that the spa told them they could check in early. They didn't like it very much when I told them that under no circumstances does the spa dictate our check-in policy, nor would they have advised them that they could check-in early at the hotel. Yes, they asked to speak to a manager. They weren't very happy when I informed them that I am the assistant general manager over the spa and accommodations, and when they threatened to cancel their reservation and spa bookings I advised them that there was a 24hr cancelation policy and if they canceled anything today they'd be on the hook for everything still anyways. Cue cat-butt faces. But they figured out that I wasn't going to budge and then left for their spa services.
Just had another couple try to check-in early and they got pissy too about not being able to check-in until 3pm. They weren't much more gracious that the earlier guest, and were even more put out over the fact that I couldn't switch them from a queen to a king room, even after I explained that we're completely booked solid and don't have any wiggle room to move people around. I almost told them that if they wanted a king bed they should have booked it while they still could, but I'm sure if I'd said that they'd have told me that there weren't any available when they booked online...as if that wouldn't have been enough of a clue.
I swear that my mind is going to be gone by the end of the summer.
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