the perfect trifecta

[smileyeagle1021]

OK, I had this lady call yesterday who is the perfect trifecta of bad customer.
She embodied; Suck, Stupid, and Fail... scarily all at the same time with one question

me- everyone's favorite reservations agent
sc- the trifecta of evil

ok, so this lady is calling to confirm a reservation (I don't like her already because when I pulled up her reservation I saw that an email had been sent out with all the answers to the questions that she is asking me)

me- ok, I have you arriving on (date) staying in a room with a king bed in non smoking at the rate of $119 per night.
sc- yeah, that's correct, but I have a question.
me- go ahead (kinda worried already)
sc- yeah when I talked to (not our hotel) they said they thought your rates were around $109.
me- well, I'd say they were pretty close, only $10 off.
sc- yeah, but they did quote a rate of $109 for you, I'd like to know if you'll honor that?
me- *stammer out some shocked response along the lines of NO*

- ok, first you are an idiot asking other hotels what our rates are, second you suck for even asking if we'll match a rate that another hotel quoted, and third you fail because there was a special rate that weekend that I had thought of offering you but now there's no way in hell I'm lowering your rate any.

And in no way related to the trifecta lady, but some ranting that needs to be done, why the hell do people think they can call 2 days before valentines day and get a suite with a jacuzzi... umm, those have been sold out for almost a month now... and some of the places you are calling didn't have any to begin with.

also, a cursing out coworkers rant related to the first rant, yes I know you guys are really damned busy at the hotel, it's the week before valentines day before a three day weekend (I think) and I know your phones are ringing off the hook because you are sending us a lot of your calls... but that does not excuse you doing improper transfers... that only makes things worse for everyone involved, we now have longer ques for people we can't help, they have to spend more time moving around between departments, and you have to deal with them twice rather than just once... grr, I hate busy days.

[Dips]

you fail because there was a special rate that weekend that I had thought of offering you but now there's no way in hell I'm lowering your rate any.

And that, folks, is the number one reason not to be an SC.

Edited to add: I have to imagine how the conversation with the competing hotel went:

SC: That's too much. What are the rates at SmileyEagle's Hotel?

CSR: I don't know. You'd have to call them.

SC: [insert painful whining, moaning and insisting here]

CSR: [throroughly sick of the above and dying to get the SC off the phone] I *think* it's around $109, but I don't know for sure. You'd still have to call SmileyEagle's Hotel. Only they can quote a rate for their property and guarantee it.

And you just know the SC heard this:

"It's $109 for sure. Call SmileyEagle's Hotel. They can gaurantee it."

[Boozy]

second you suck for even asking if we'll match a rate that another hotel quoted

A great policy to have if you want to be put out of business by your competitors. They could quote rates of $5 a night and you'd have to honour it.

What an idiot.

[tropicsgoddess]

Gah...I hate price matching SC's.

[smileyeagle1021]

reverse trifecta lady

OK, I'm updating this thread because this isn't really new post worthy... but last night I actually had 4 guests who pulled a similar stunt to what trifecta lady pulled... except they weren't smart enough for me to tell them the rate first... they just went into "hey, I heard you guys have rooms for $74 from (place down the street), do you have any of those left"... I of course was more than happy to price match them because our rate was at $69 last night

[Mr Hero]

Way to go! You need to charge more people the $5 idiot tax.

[One-Fang]

Hahah! Always ask first.