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This guy a year older than me calls. He was trying to book his complimentary room using our website.
For all players all we promise in a comp room is a regular standard room type (even for our highest tier of players who gamble $xxx,xxx a year +). At one of our properties we have a chic upgraded room-type that fits somewhere between a regular room and a suite (they really are pretty cool). This is because rooms are not assigned till check-in (or sometimes very shortly before). Often higher level players will be assigned an upgraded room when they check-in depending on inventory. But, going into it all that was booked was a standard room.
When you book a room on our website while logged into your account, all bookable room types are available for you to select from. Depending on the dates you select some nights might show up complimentary (based on a wide variety of factors).
The dude who called noticed if he picked the basic room (on par with holiday inn and such) it showed up complimentary but if he picked the chic upgraded room (on par with say the W) it charged him a rate. He decided this was a website error and decided to call.
I understand where he is coming from it is confusing. But, I hated his snotty demanding tone from the get out and talking down to me like I'm an idiot. I explained the hows and whys of it and he wasn't having it. I advised him how I could book what shows up complimentary and send a request to the front desk to assign the higher room as long as we have one available. This wasn't good enough for him. He wanted me to 100% promise the higher room type and not being one to lie I wouldn't. I try to feel him out and He starts being even snottier saying how he'd go to a competitor if we don't do this and then he struck a nerve he did the SC "if there is nothing you can do for me I'll just go elsewhere" the tone he used was revolting and made the hair on my neck stand up. For the first time at this job I went from my super nice voice to the sharp snappy one and strongly advised "that is not what I said" this got his attention and I offered to put him on hold and see what I could do. I call a supervisor and we see his play just barely qualifies for a host to be involved and he won a nice chunk of money from us recently. So I feeling bad about his hold time I click back to him and tell him that I'd be glad to call a host with him off the line (avoid putting him on hold) and call him back letting him know what I find out.
He snaps into a snotty tirade about how he is in a different time zone and going to bed as soon as he hangs up the phone (how the hell am I supposed to know his sleep habits?). I offer a callback tomorrow and he tells me how we need to call during business hours only because he doesn't work. I call the host she gives me permission to force the computer to book his upgrade room comp and attach her name to it.
DUDE!, I get it your concern was valid (no it wasn't a web error but I see how it could be misleading), yeah the upgrade rooms are much cuter than the standard (but the standard are not as substandard as you'd want me to believe), yes I've been in both room types (I've been in every room type including all the suites at that property) but thanks for assuming I've never been there, if we just booked the standard and requested the upgrade it's 99% you would have got it but I don't promise things I can't for sure deliver, I wanted to get you what you wanted and I did (btw 99% of the people I work with have no concept of customer service and they wouldn't have "wasted" time calling a supervisor and a host, they would have just told you too bad so sad this is all I can do), oh and it's free.
I feel bad for being snappy, I really do. But this would have been an awesome call and I would have felt even better about the result if it weren't for the snotty tone and being talked down to like I was less of a person and an idiot (fyi I'm not).
The name seemed familiar so I poked it into google for fun. Turns out this guy is a celebrity and highly educated. He was nowhere near as bad as he could have been, but if he just toned it down a little bit and talked to me like I was a person just like him he would have been super cool. I guess the confidence is what helps make him successful though (that's my major flaw in my work and life, I tend to be above average in a lot of things especially customer service, but my extreme lack of confidence keeps me from moving up, when people with the super bravado but below average in other areas excel).
Should I have just wrung my hands offered the standard room with non-promised possibility of upgrade as the only option (and have him go elsewhere) and not have gone the extra mile?
This guy a year older than me calls. He was trying to book his complimentary room using our website.
For all players all we promise in a comp room is a regular standard room type (even for our highest tier of players who gamble $xxx,xxx a year +). At one of our properties we have a chic upgraded room-type that fits somewhere between a regular room and a suite (they really are pretty cool). This is because rooms are not assigned till check-in (or sometimes very shortly before). Often higher level players will be assigned an upgraded room when they check-in depending on inventory. But, going into it all that was booked was a standard room.
When you book a room on our website while logged into your account, all bookable room types are available for you to select from. Depending on the dates you select some nights might show up complimentary (based on a wide variety of factors).
The dude who called noticed if he picked the basic room (on par with holiday inn and such) it showed up complimentary but if he picked the chic upgraded room (on par with say the W) it charged him a rate. He decided this was a website error and decided to call.
I understand where he is coming from it is confusing. But, I hated his snotty demanding tone from the get out and talking down to me like I'm an idiot. I explained the hows and whys of it and he wasn't having it. I advised him how I could book what shows up complimentary and send a request to the front desk to assign the higher room as long as we have one available. This wasn't good enough for him. He wanted me to 100% promise the higher room type and not being one to lie I wouldn't. I try to feel him out and He starts being even snottier saying how he'd go to a competitor if we don't do this and then he struck a nerve he did the SC "if there is nothing you can do for me I'll just go elsewhere" the tone he used was revolting and made the hair on my neck stand up. For the first time at this job I went from my super nice voice to the sharp snappy one and strongly advised "that is not what I said" this got his attention and I offered to put him on hold and see what I could do. I call a supervisor and we see his play just barely qualifies for a host to be involved and he won a nice chunk of money from us recently. So I feeling bad about his hold time I click back to him and tell him that I'd be glad to call a host with him off the line (avoid putting him on hold) and call him back letting him know what I find out.
He snaps into a snotty tirade about how he is in a different time zone and going to bed as soon as he hangs up the phone (how the hell am I supposed to know his sleep habits?). I offer a callback tomorrow and he tells me how we need to call during business hours only because he doesn't work. I call the host she gives me permission to force the computer to book his upgrade room comp and attach her name to it.
DUDE!, I get it your concern was valid (no it wasn't a web error but I see how it could be misleading), yeah the upgrade rooms are much cuter than the standard (but the standard are not as substandard as you'd want me to believe), yes I've been in both room types (I've been in every room type including all the suites at that property) but thanks for assuming I've never been there, if we just booked the standard and requested the upgrade it's 99% you would have got it but I don't promise things I can't for sure deliver, I wanted to get you what you wanted and I did (btw 99% of the people I work with have no concept of customer service and they wouldn't have "wasted" time calling a supervisor and a host, they would have just told you too bad so sad this is all I can do), oh and it's free.
I feel bad for being snappy, I really do. But this would have been an awesome call and I would have felt even better about the result if it weren't for the snotty tone and being talked down to like I was less of a person and an idiot (fyi I'm not).
The name seemed familiar so I poked it into google for fun. Turns out this guy is a celebrity and highly educated. He was nowhere near as bad as he could have been, but if he just toned it down a little bit and talked to me like I was a person just like him he would have been super cool. I guess the confidence is what helps make him successful though (that's my major flaw in my work and life, I tend to be above average in a lot of things especially customer service, but my extreme lack of confidence keeps me from moving up, when people with the super bravado but below average in other areas excel).
Should I have just wrung my hands offered the standard room with non-promised possibility of upgrade as the only option (and have him go elsewhere) and not have gone the extra mile?
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