Like many hotels, mine has a member rewards program. How often you stay determines your level of benefit. The level is periodically reviewed and your level goes up or down depending on your stay history. At our hotel, the only real difference between the second and third level is access to the concierge lounge.
FDS: Front Desk Supervisor
SC: You know who.
FDS: Welcome to Hotel how can I help you?
SC: Reservation for Mr. Jackass
FDS: Hi Mr. Jackass, we have you in a king room and I see you are a level 2 rewards member.
SC: I'm a level 3 member!
FDS: Well according to our system (which is linked to corporate) we have you listed as a level 2 member. The levels were recently reviewed so it's possible there is an error, if you call member services they can assist you with updating your account.
SC: I'm a level 3 member, I have the level 3 card! How can I be level 2 if I have a level 3 card! (Delivered in a triumphant tone of voice)
FDS: As I said, if you call member services they can assist you with resolving any issue. As a courtesy I'm going to go ahead and add complementary access to the concierge lounge.
SC: (In that SC tone of voice, you know the one, that perfect of combination of arrogant superiority, haughty dismissal, and a little bit of whiny four year old) You know what, forget it. I'm not happy about this at all. I thought being a loyal customer meant more than this!
And with that, the customer left. The FDS told me that this happens more often than you might think, especially right after reviews. We probably could have called member services for the guest, but the hotel is stupid busy this week and the lobby full of people needing assistance means poor SC will just have to use a phone himself.
FDS: Front Desk Supervisor
SC: You know who.
FDS: Welcome to Hotel how can I help you?
SC: Reservation for Mr. Jackass
FDS: Hi Mr. Jackass, we have you in a king room and I see you are a level 2 rewards member.
SC: I'm a level 3 member!
FDS: Well according to our system (which is linked to corporate) we have you listed as a level 2 member. The levels were recently reviewed so it's possible there is an error, if you call member services they can assist you with updating your account.
SC: I'm a level 3 member, I have the level 3 card! How can I be level 2 if I have a level 3 card! (Delivered in a triumphant tone of voice)
FDS: As I said, if you call member services they can assist you with resolving any issue. As a courtesy I'm going to go ahead and add complementary access to the concierge lounge.
SC: (In that SC tone of voice, you know the one, that perfect of combination of arrogant superiority, haughty dismissal, and a little bit of whiny four year old) You know what, forget it. I'm not happy about this at all. I thought being a loyal customer meant more than this!
And with that, the customer left. The FDS told me that this happens more often than you might think, especially right after reviews. We probably could have called member services for the guest, but the hotel is stupid busy this week and the lobby full of people needing assistance means poor SC will just have to use a phone himself.
Comment