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I'm unfriendly?
I walked in and Boss Man said I had a complaint. So I looked it up. They wanted bigger, quieter rooms, and friendlier staff. What, me no friendly?
I had a feeling I knew who they were, and so I looked it up. Sure enough, it was who I thought it was. They didn't even stay with us...they got a refund and left.
I wouldn't say I was unfriendly to them. I just wasn't a magician. They had four adults. The largest room we offer is two double-size beds, and those beds are stuffed in there pretty good. We have no suites, no special big rooms, nothing of that sort (this is "Hotel 2+4" we're talking about here). After checking them in, they came back a short while later, and this conversation transpired:
SC: "Do you have any bigger rooms? Last time we were in room 209, and it seemed bigger."
Me: "I'm sorry, but all of our rooms are the same size. 209 is the same size as the room you are in."
SC: "No, it was bigger."
Me: *thinking* Bullsh*t! I started working in housekeeping, and I'm still Head Housekeeper once a week. I'm out working in those rooms, and trust me, they're the same size!
Me: "I'm sorry, that room is currently occupied, and as far as I know, all our rooms are the same size."
SC: "You're lying! You have bigger rooms!"
Me: "I'm sorry, but according to all my information they are all the same." (I'm trying to be tactful and not to call the guest a blatant liar, but he's totally wrong on this one.)
SC: "Well, can I get a refund? We can't take this. We need a bigger room!"
Me: "Certainly. I'm very sorry we couldn't offer any larger rooms. You may inquire at [competitor up the street]. They are comparable to our rates, and they offer rooms with two queen size beds."
Okay, guys, was I unfriendly? I apologized, refunded their room, and helped them find alternate accommodations to suit their needs. Or, is he just pissed that I can't pull bigger rooms out of my ass?
I had a feeling I knew who they were, and so I looked it up. Sure enough, it was who I thought it was. They didn't even stay with us...they got a refund and left.
I wouldn't say I was unfriendly to them. I just wasn't a magician. They had four adults. The largest room we offer is two double-size beds, and those beds are stuffed in there pretty good. We have no suites, no special big rooms, nothing of that sort (this is "Hotel 2+4" we're talking about here). After checking them in, they came back a short while later, and this conversation transpired:
SC: "Do you have any bigger rooms? Last time we were in room 209, and it seemed bigger."
Me: "I'm sorry, but all of our rooms are the same size. 209 is the same size as the room you are in."
SC: "No, it was bigger."
Me: *thinking* Bullsh*t! I started working in housekeeping, and I'm still Head Housekeeper once a week. I'm out working in those rooms, and trust me, they're the same size!
Me: "I'm sorry, that room is currently occupied, and as far as I know, all our rooms are the same size."
SC: "You're lying! You have bigger rooms!"
Me: "I'm sorry, but according to all my information they are all the same." (I'm trying to be tactful and not to call the guest a blatant liar, but he's totally wrong on this one.)
SC: "Well, can I get a refund? We can't take this. We need a bigger room!"
Me: "Certainly. I'm very sorry we couldn't offer any larger rooms. You may inquire at [competitor up the street]. They are comparable to our rates, and they offer rooms with two queen size beds."
Okay, guys, was I unfriendly? I apologized, refunded their room, and helped them find alternate accommodations to suit their needs. Or, is he just pissed that I can't pull bigger rooms out of my ass?
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