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I won't go into the word-for-word diatribe. I'll just sum up this encounter.
SC made a reservation about a month ago. SC wants first floor. Even though SC made his reservation a month ago, several other guests made their reservations back in March and April, also requesting first floor. So their requests get honored first, and there's nothing left for SC. And we're so full, I don't even have any alternate room types to offer SC. It sucks, but it happens.
SC comes in at 3:30. His room isn't ready yet (because our HK staff has been slower than s*** lately, but that's a CoC thread). He's not happy it's upstairs. I explain that I had nothing left downstairs. I apologize and tell him that his room will be ready by 4:10.
SC: "What, so you knew you would be busy but the rooms aren't ready yet?!?"
I told him they were working on it. I have everyone available working, and some coming in after their school to help out as well. I mean, come on, it's 3:30, some chains don't let you check-in until 4. It's not like it's 7 at night and the room isn't ready yet (which actually happened last night...but that's a CoC thread). Yeah, it sucks, but it's nothing unreasonable.
I give SC the keys, even though the room isn't ready yet, so they can go sit by the pool.
A few minutes later, we get a call from Guest Relations. SC called them complaining about how his room was dirty. I told them that I'd told SC the room wouldn't be ready until 4:10. It was only 3:45.
SC then comes down and demands to know how many people are actually checked in. I tell him we're currently 60% full, but the other rooms are booked with reservations that still need to come in. SC wants to know why their rooms were done first. I didn't argue, but if I did, (1) half of those are stayovers from the previous night, (2) some told us when to expect their arrival, allowing us to plan ahead, and (3) many also had to wait for their rooms as well; they got here first and we cleaned their rooms as soon as we could after they arrived.
SC then said this gem.
SC: "I'm from California. I'm not one of these...these people just coming down across the border, you know?"
No, I don't know. Really, where are you going with this? Californians are more important than Canadians? I don't care where the guest is coming from -- if they made a reservation before you, any requests they made are going to have priority over yours.
Boss Man then came in and explained that, while we do everything we can to honor requests, sometimes we run out of the rooms guests want. SC says he's never staying at our brand again. Boss Man offered SC a refund, but SC said he can't go elsewhere because there's no other place left in town (which is very true...though if he would like to leave the town altogether, I would somehow be quite fine with that).
When I saw SC's reservation coming in, part of me felt bad. Because he did make his reservation a month ahead, and that's usually enough time in most cases. But as soon as I broke the bad news to him, he started treating me like dirt. Suddenly, I don't feel so obligated to bend over backwards for him. I hope he honors his word and doesn't stay at our brand anymore. I'm not going to miss the jacka**.
SC made a reservation about a month ago. SC wants first floor. Even though SC made his reservation a month ago, several other guests made their reservations back in March and April, also requesting first floor. So their requests get honored first, and there's nothing left for SC. And we're so full, I don't even have any alternate room types to offer SC. It sucks, but it happens.
SC comes in at 3:30. His room isn't ready yet (because our HK staff has been slower than s*** lately, but that's a CoC thread). He's not happy it's upstairs. I explain that I had nothing left downstairs. I apologize and tell him that his room will be ready by 4:10.
SC: "What, so you knew you would be busy but the rooms aren't ready yet?!?"
I told him they were working on it. I have everyone available working, and some coming in after their school to help out as well. I mean, come on, it's 3:30, some chains don't let you check-in until 4. It's not like it's 7 at night and the room isn't ready yet (which actually happened last night...but that's a CoC thread). Yeah, it sucks, but it's nothing unreasonable.
I give SC the keys, even though the room isn't ready yet, so they can go sit by the pool.
A few minutes later, we get a call from Guest Relations. SC called them complaining about how his room was dirty. I told them that I'd told SC the room wouldn't be ready until 4:10. It was only 3:45.
SC then comes down and demands to know how many people are actually checked in. I tell him we're currently 60% full, but the other rooms are booked with reservations that still need to come in. SC wants to know why their rooms were done first. I didn't argue, but if I did, (1) half of those are stayovers from the previous night, (2) some told us when to expect their arrival, allowing us to plan ahead, and (3) many also had to wait for their rooms as well; they got here first and we cleaned their rooms as soon as we could after they arrived.
SC then said this gem.
SC: "I'm from California. I'm not one of these...these people just coming down across the border, you know?"
No, I don't know. Really, where are you going with this? Californians are more important than Canadians? I don't care where the guest is coming from -- if they made a reservation before you, any requests they made are going to have priority over yours.
Boss Man then came in and explained that, while we do everything we can to honor requests, sometimes we run out of the rooms guests want. SC says he's never staying at our brand again. Boss Man offered SC a refund, but SC said he can't go elsewhere because there's no other place left in town (which is very true...though if he would like to leave the town altogether, I would somehow be quite fine with that).
When I saw SC's reservation coming in, part of me felt bad. Because he did make his reservation a month ahead, and that's usually enough time in most cases. But as soon as I broke the bad news to him, he started treating me like dirt. Suddenly, I don't feel so obligated to bend over backwards for him. I hope he honors his word and doesn't stay at our brand anymore. I'm not going to miss the jacka**.
I like this! I'll have to remember it when someone pulls that better-than-thou crap.
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