I want oceanfront

[vacation_rentals_suck]

Guest: yea I was told this unit is oceanfront and it's not

Me: OK would you like me to see if I have an oceanfront to move you to

Guest: yes

Me: Ok I have one, it will be an additional $1200 for the upgrade

Guest: No I am not paying for it because she told me this was oceanfront. I already paid for oceanfront

Me: actually that is a non oceanfront rate.........I'll tell you what, I'll split it with you and upgrade you for $600

Guest: NO......I am not paying another dime

Me: I cant upgrade you for free

Guest: Its not upgrading, its giving me what I already paid for

Me: You didnt pay an ocreanfront rate

Guest: well I was told this was oceanfront so as far as I am concerned this is an oceanfront rate

Me: I'm sorry......would you like to speak to a manager?


Guest: yes because you obviously arent interested in helping me

Me: one moment

The manager stood up to the sc this time.......the guest's options, pay the $600 or stay where you are. The guest stayed but complained incessantly the entire week and wrote a letter to the general manager that I called him a liar.

[rerant]

In all fairness to the customer if they were originally told they were getting oceanfront and didn't a charge for the upgrade should be eaten by the company.
After all, they were promised something they didn't get. This is provided they were actually promised something they didn't get and aren't just lying about it.

[South Texan]

Guest: No I am not paying for it because she told me this was oceanfront. I already paid for oceanfront.

I also can understand why a guest would be upset if someone told him he was getting oceanfront and he did not get it.

I would have asked who this "she" was who told him he was renting an oceanfront property and if there was anything in writing showing it. You never know if he might be telling the truth. If he was telling the truth, I cannot blame him for balking at an upgrade fee to get into what he was told he already would be in.

I also think this probably was a case of him not listening to whatever "she" said at the time he was making his reservation and hearing only what he wanted to hear.

[Irving Patrick Freleigh]

This might be a legitimate gripe, depending on whether or not the customer actually spoke to somebody who promised the property was oceanside and has written proof of it.

I would've asked who the customer spoke to, and if they can't name somebody who was actually there on the day the reservation was made, they're SOL.

Do customers get a written record of their reservation? That would go a long way in proving or disproving what kind of property the reservation was for.

[Leopardmadcat]

Always get a written quote of your reservation, and CALL before you leave to confirm same! It's not brain surgery, so why do the suctomers always screw it up???

[bainsidhe]

So what, the customer didn't demand and get a discount on the non-oceanfront room for the trouble?

[Horsetuna]

"It is ocean front! There is the ocean between the land and the sky!"

Cookie for reference

[SadisticToaster]

Or maybe she should move to a hotel closer to the ocean . . . or preferably in it

Sad thing is , I've not seen an epsoide in about 5 years , and yet can still spot a quote from 50 yards.

[chahuahuas]

This sucky customer doesnt seem anywhere close to as sucky as the others you have mentioned. She seems plain good natured in comparison!

This customer does not spit in your PRIVATE breakroom of all places in your FOOD and does not leave dog poop on the guesthouse floor, or *shudder* human poop on your floor or counter. Personally, bodily excretions on the floor would make me deeply examine my job, but in my FOOD, either the guest would would leaving immediately, or I would be.

I am surprised your manager did not give her the rate, at least she had a reason for trying to get a lower rate. Your other stories involved a customer who demanded a discount because he felt like the property needs a 20% discount, and the manager obliged. In this case the lady claims a more legitimate reason, that she received the wrong information, but was not given a discount.

[powerboy]

In all fairness to the customer if they were originally told they were getting oceanfront and didn't a charge for the upgrade should be eaten by the company.
After all, they were promised something they didn't get. This is provided they were actually promised something they didn't get and aren't just lying about it.

That is true. Your company should have ate the cost on that one. Or at least gave a discount for that trouble. Sorry, but she does not sound sucky at all

[Andrew B.]

That is true. Your company should have ate the cost on that one. Or at least gave a discount for that trouble. Sorry, but she does not sound sucky at all

If I read this correctly, VRS did offer a discount for the upgrade. The cost for the upgrade would have been $1200, and he offered to split the cost and charge only $600.

[eltf177]

"It is ocean front! There is the ocean between the land and the sky!"

Cookie for reference

Actually Basil Fawlty said, "You _can_ see the ocean. It's there between teh land and the sky!"

"And exactly what did you expect to see from a Torquey Hotel Room, madam? Herds of Wildbeasts sweeping across the Serengeti, The Hanging Gardens of Babylon? (can't remember the exact quote)."

Darn it, now I've got to drag out Fawlty Towers again (that's my brother's favorite episode, mine's Kipper and the Corpse).