Tweet
This is so awesome! I work front desk at one of the major mid-priced hotel chains. Corporate sends customer relations complaints they receive to us via the printer right next to me. I love to read them, it's as good as any marketplace tabloids. THIS time, though!
To quote:
Oh man, babydolls, this lady was fun. Our "understaffed" problem is that we didn't have a night porter to send up to her when her key wasn't working. Which WAS my fault, actually. She was room 233 (shit, I just announced it again, didn't I?) and I'd made it for 223. My bad, I wish she hadn't been inconvenienced. Obviously, I can't leave the desk to go help her, so she had to bring her stuff back down. Even for that outrage, she was saying she wanted $25 off. I said "You'd have to take that up with management, ma'am." My go-to phrase for anyone who cries "refund".
She came down as I had two people at the front desk. She waited while I finished up the first guy, but cut in infront of the remaining man. I was confused as to the problem, as her key showed to be working fine, so I was trying to find out what room she'd been trying to go into. She was being a bit difficult about it, so I explained that this card was made for 223, which room was she going to?
"Can't you read it off the paper?" She demanded, so I oblidged.
"Oh, 233!" I exclaimed when I'd realized my mistake. (note "exclaimed" does not always mean "said very loudly". It often, as in this case, means "said with enthusiasm at the solving of a perplexing puzzle")
"Well I would have said it if I'd wanted the whole world to know!" She barked. I knew I'd stepped in it. I remember to be discrete about room numbers about 3/4ths of the time. Hell, 4/5ths. I've only been caught out once before by someone who didn't want their room number said with others in the room, and that was when I learned that I should be discrete. I hadn't been trained on that. I apologized and made her new (and correct!) room key. I placed it infront of her and she said "Thank you. Now I want a new room."
The words I said to her after that consisted of "Okay," "One moment," "There you go," and "Have a good night, ma'am." They could easily be described as "subdued". Their only rudeness was that they lacked the usual upbeatness I have at customer service. She and I were damned lucky that there was another room of her room type available, 'cause we ended up selling out that night. Oh lord, I don't want to imagine what she would've said to me if I didn't have anything else.
My boss had to come in that night anyway and I warned him that she'd undoubtably show up in the morning. I explained what'd happened, he chastised me for having admitted that the mistake was mine (Better that I bluff through it: admitting just gives scs the handle they need to jump on our backs and stay there), then said that the woman had all her needs taken care of, tough shit to her.
I'm not going to get in trouble over this. There's a security camera that got all of it, even if the boss-folks didn't know my stellar record. It's damn hillarious, though. My first complaint! I know you can't please them all, but this lady was fun.
To quote:
rcvd call from gst who states that the FDC upon arrival was very rude and the htl was under staffed, gst states that she tried to que the FDC to look at her receipt because the key didn't work and the FDC each time announced the gst room number out loud and finally the FDC figured out that it was the wrong room number and keyed the room for the right room number and then announced it again in a very loud voice so everyone in the lobby could hear the room, gst then asked for a different room because of the announcement in everyone in the lobby what room she had, the FDC was rude from moment on and gst is seeking compensation. Call was disconnected at that point.
When it was reconnected, gst states that security for the gst should be number 1 priority for the htl staff and not announcing room numbers for others to hear. gst is seeking a full refund.
When it was reconnected, gst states that security for the gst should be number 1 priority for the htl staff and not announcing room numbers for others to hear. gst is seeking a full refund.
She came down as I had two people at the front desk. She waited while I finished up the first guy, but cut in infront of the remaining man. I was confused as to the problem, as her key showed to be working fine, so I was trying to find out what room she'd been trying to go into. She was being a bit difficult about it, so I explained that this card was made for 223, which room was she going to?
"Can't you read it off the paper?" She demanded, so I oblidged.
"Oh, 233!" I exclaimed when I'd realized my mistake. (note "exclaimed" does not always mean "said very loudly". It often, as in this case, means "said with enthusiasm at the solving of a perplexing puzzle")
"Well I would have said it if I'd wanted the whole world to know!" She barked. I knew I'd stepped in it. I remember to be discrete about room numbers about 3/4ths of the time. Hell, 4/5ths. I've only been caught out once before by someone who didn't want their room number said with others in the room, and that was when I learned that I should be discrete. I hadn't been trained on that. I apologized and made her new (and correct!) room key. I placed it infront of her and she said "Thank you. Now I want a new room."
The words I said to her after that consisted of "Okay," "One moment," "There you go," and "Have a good night, ma'am." They could easily be described as "subdued". Their only rudeness was that they lacked the usual upbeatness I have at customer service. She and I were damned lucky that there was another room of her room type available, 'cause we ended up selling out that night. Oh lord, I don't want to imagine what she would've said to me if I didn't have anything else.
My boss had to come in that night anyway and I warned him that she'd undoubtably show up in the morning. I explained what'd happened, he chastised me for having admitted that the mistake was mine (Better that I bluff through it: admitting just gives scs the handle they need to jump on our backs and stay there), then said that the woman had all her needs taken care of, tough shit to her.
I'm not going to get in trouble over this. There's a security camera that got all of it, even if the boss-folks didn't know my stellar record. It's damn hillarious, though. My first complaint! I know you can't please them all, but this lady was fun.