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I am really beginning to hate 3rd party bookings, they just make things difficult. (no offense to anyone who may work for one)
I checked in a guest tonight who booked through a 3rd party website. A little later he comes to the desk telling me that the carpet in the room was wet. He complained for 3min about how he travels for business and that this is the worst thing that has ever happened to him in a hotel room and how it was not my fault but went on to yell at me for it for a few min. I apologized and told him that I could get him a fan, this was unacceptable to him. We were sold out so I couldn't just move him to another room. I offered him a 20% discount which he refused he wanted a full refund. I told him he would have to talk to a manager in the morning.
I looked at his reservation and remembered that it was through a 3rd party website ( had forgot because by the time that he went to the room and came to back I had talked to about 10 people wanting rooms and delivered some towels). I called his room and told him that he would have to talk to the 3rd party that he booked with for a refund. That made him upset and he told me to just cut him a check, I have never heard of someone getting a check from our hotel before so I told him that I don't know if that would be possible. He told me that he would call them if I agreed to give him a refund I said yes because I had already offered him one. Then I thought wait did he mean a FULL refund but before I could elaborate he hung up and I had a lobby full of people who ran at me once I got off the phone.
Once I got everyone taken care of I called my manager and told her what had happened and the miss communication with the guest. She told me to give him 1/2 off if he stays in the room and full refund it he checks out. After that the 3rd party booking site called me and asked me what the problem with the room was I told her that the carpet had been shampooed and the carpet was still wet, she told me that not only was the carpet wet but the room was dirty. Ummm first I am hearing that. she asked how fast I could refund the 3rd partys credit card if he canceled the reservation and left. I asked her if he was planing on checking out now she tells me in a very snotty voice "I never said he was" ok. I put her on hold and called my manager and by the time I got off the phone with my manager (2min I timed my self) she had hung up.
So I screwed up but I am hoping that I don't get in too much trouble for it. I am so glad my husband got some more shisha for the hookah.
I checked in a guest tonight who booked through a 3rd party website. A little later he comes to the desk telling me that the carpet in the room was wet. He complained for 3min about how he travels for business and that this is the worst thing that has ever happened to him in a hotel room and how it was not my fault but went on to yell at me for it for a few min. I apologized and told him that I could get him a fan, this was unacceptable to him. We were sold out so I couldn't just move him to another room. I offered him a 20% discount which he refused he wanted a full refund. I told him he would have to talk to a manager in the morning.
I looked at his reservation and remembered that it was through a 3rd party website ( had forgot because by the time that he went to the room and came to back I had talked to about 10 people wanting rooms and delivered some towels). I called his room and told him that he would have to talk to the 3rd party that he booked with for a refund. That made him upset and he told me to just cut him a check, I have never heard of someone getting a check from our hotel before so I told him that I don't know if that would be possible. He told me that he would call them if I agreed to give him a refund I said yes because I had already offered him one. Then I thought wait did he mean a FULL refund but before I could elaborate he hung up and I had a lobby full of people who ran at me once I got off the phone.
Once I got everyone taken care of I called my manager and told her what had happened and the miss communication with the guest. She told me to give him 1/2 off if he stays in the room and full refund it he checks out. After that the 3rd party booking site called me and asked me what the problem with the room was I told her that the carpet had been shampooed and the carpet was still wet, she told me that not only was the carpet wet but the room was dirty. Ummm first I am hearing that. she asked how fast I could refund the 3rd partys credit card if he canceled the reservation and left. I asked her if he was planing on checking out now she tells me in a very snotty voice "I never said he was" ok. I put her on hold and called my manager and by the time I got off the phone with my manager (2min I timed my self) she had hung up.
So I screwed up but I am hoping that I don't get in too much trouble for it. I am so glad my husband got some more shisha for the hookah.
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