Lovely.
We have a couple of guests who are on the second night of their two-night stay. They have "a lot of stuff," and a dog.
This morning they complained that their beds were dirty, with stains on the sheets and a "film" on the blanket. Most likely, as is almost always the case, the "stains" on the sheets were mineral stains, which we get when the housekeepers stuff the washing machines too full. The water around here is is little more than dissolved rock, and when the machines are too full the water can't circulate properly, ergo mineral stains are deposited on the sheets.
The first shift clerk promised them the housekeepers would take extra special care of the room, and I have no doubt that they would have, had the guests not left their dog in the room. Our houskeepers will not enter a room with an animal in it, especially not since a guest at one of our other hotels put their horse in the room while they went out to lunch and a housekeeper was nearly kicked.
So, the room did not get any care at all, much less special care. I sensed that the guests would be quite upset about this and not fifteen minutes ago my suspicions were confirmed.
Their argument is the dog was in a cage, and the housekeepers should have just opened the door to check and see that it was in a cage. My position is that the housekeepers, when they hear a dog, have no way of knowing that if they open the door, a rabid doberman isn't going to go for their throat.
The guests maintain this is a huge inconvenience, and they're very upset. We have plenty of rooms available today, as it is after the weekend rush, but moving is apparently too much trouble, what with their mountains of belongings. The kicker? They've kept one of our luggage carts in their room the entire time, denying the use of it to guests who might actually need it. All they'd have to do is pile their crap on the cart they've been keeping the entire time.
Can we all say, together now, "Entitlement Whores?"
Good! Next week, we'll try conjugating!
At any rate, EW1 says she'll write up this experience post haste on the internet, and that ought to fix us but good. I wonder how she'd feel if she knew I'd beaten her to it. EW2 could be heard in the background expressing shock and dismay at the situation.
What it boils down to though, is that they not only feel themselves entitled to keep one of only two luggage carts in their room -- because they have "a lot of stuff" and are apparently much more important than anyone else here who might need to wheel their luggage around -- but they feel that our housekeepers should potentially risk their lives in order to provide them with clean sheets.
What I wonder is why these people waited until morning to complain. I had to deliver a refrigerator to their room yesterday and plainly saw that they had turned down the beds and were hanging out in sheet-licious style. If there really were problems, they should have noticed them a hell of a lot sooner than this morning.
I have half a mind to call them up and suggest they write up this experience on PFB or My3Cents, so let's all keep our eyes peeled for complaints about hotels in Hendersonville, NC. You're my dedicated network of spies, people, so go forth and skulk!
We have a couple of guests who are on the second night of their two-night stay. They have "a lot of stuff," and a dog.
This morning they complained that their beds were dirty, with stains on the sheets and a "film" on the blanket. Most likely, as is almost always the case, the "stains" on the sheets were mineral stains, which we get when the housekeepers stuff the washing machines too full. The water around here is is little more than dissolved rock, and when the machines are too full the water can't circulate properly, ergo mineral stains are deposited on the sheets.
The first shift clerk promised them the housekeepers would take extra special care of the room, and I have no doubt that they would have, had the guests not left their dog in the room. Our houskeepers will not enter a room with an animal in it, especially not since a guest at one of our other hotels put their horse in the room while they went out to lunch and a housekeeper was nearly kicked.
So, the room did not get any care at all, much less special care. I sensed that the guests would be quite upset about this and not fifteen minutes ago my suspicions were confirmed.
Their argument is the dog was in a cage, and the housekeepers should have just opened the door to check and see that it was in a cage. My position is that the housekeepers, when they hear a dog, have no way of knowing that if they open the door, a rabid doberman isn't going to go for their throat.
The guests maintain this is a huge inconvenience, and they're very upset. We have plenty of rooms available today, as it is after the weekend rush, but moving is apparently too much trouble, what with their mountains of belongings. The kicker? They've kept one of our luggage carts in their room the entire time, denying the use of it to guests who might actually need it. All they'd have to do is pile their crap on the cart they've been keeping the entire time.
Can we all say, together now, "Entitlement Whores?"
Good! Next week, we'll try conjugating!
At any rate, EW1 says she'll write up this experience post haste on the internet, and that ought to fix us but good. I wonder how she'd feel if she knew I'd beaten her to it. EW2 could be heard in the background expressing shock and dismay at the situation.
What it boils down to though, is that they not only feel themselves entitled to keep one of only two luggage carts in their room -- because they have "a lot of stuff" and are apparently much more important than anyone else here who might need to wheel their luggage around -- but they feel that our housekeepers should potentially risk their lives in order to provide them with clean sheets.
What I wonder is why these people waited until morning to complain. I had to deliver a refrigerator to their room yesterday and plainly saw that they had turned down the beds and were hanging out in sheet-licious style. If there really were problems, they should have noticed them a hell of a lot sooner than this morning.
I have half a mind to call them up and suggest they write up this experience on PFB or My3Cents, so let's all keep our eyes peeled for complaints about hotels in Hendersonville, NC. You're my dedicated network of spies, people, so go forth and skulk!
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