So I am in the midst of dealing with a couple guests from hell.
They want to stay for a week, and they reserved a basic smoking room. We had one left upstairs to assign them.
Quick BG: my motel is the absolute bare-basics, cheapest chain. We don't even give you a bottle of shampoo, that is how cheap we are. We don't have a lot of extra amenities. If you need a clean bed and a warm shower for the night at a low cost, that's what we provide. No breakfast, no jacuzzi suites, no pay-per-view porn. Just cheap and simple.
When they came in, they overheard me asking the guest I was checking in if he wanted WiFi (we charge extra for it), and they began to flip immediately.
Apparently they were promised free Wifi ("Your website says you have it!" No, it doesn't.), a downstairs room and a kitchenette.
A few problems: there were absolutely no requests for a downstairs room, and we don't have kitchenettes. We have a very limited number of rooms with fridges and microwaves, but these were all taken, and of course there had been no requests entered for such a room. All I could do was see if I could move a fridge/microwave to the room if one opened up later. (If they had let me get more than a few words in edgewise, I would have also been willing to waive the WiFi charges, but they were teaming up on me and I was barely able to explain anything at all.)
I had to deal with the girlfriend screaming at me while the guy tried to pull up the reservation on his phone because "they promised us downstairs and a kitchenette!" (As an aside, he either never successfully pulled it up, or he did and realized he was wrong, because he never tried to wave the reservation in front of me and just said "I know it's here; I'm looking it up; I know this is what we reserved".)
Eventually, they decided to take the room anyway. I asked if they wanted it just for a night or for a full week. They went ahead and took the full week.
I had to run outside to get another guest pillows, and the girlfriend accosted me in the store room.
SCG: "There's no bathtub in the room!"
Me: "None of our rooms have bathtubs, just the stand-in showers."
SCG: "I can't believe this! I told the person on the phone that he couldn't be standing and they said no problem. He just got out of surgery and needs to stay off his feet. You know, you aren't being very helpful. You work in hospitality and you're suppose to help us!"
Me: "Ma'am, if I had a room with a bathtub, or a kitchenette, or something downstairs, I would gladly give it to you. I can't give you something I don't have."
SCG: "Do you know who does? I want a refund and we're leaving!"
Me: "You can check around. I don't know the specific amenities of all the places up the street, but..."
SCG stormed off. I was going to suggest a few of the more likely candidates that would better suit them, but whatever.
They haven't checked out. They want to talk to Boss Lady in the morning. I can't be sure, but something tells me Boss Lady is no more capable of pulling kitchenettes and bathtubs out of her ass than I am.
ETA: The girlfriend finally calmed down enough and asked about WiFi, and I gave her some WiFi codes for the night, re-apologized, and re-iterated when Boss Lady will be in the office in the morning. She also apologized for chewing me out so badly.
They want to stay for a week, and they reserved a basic smoking room. We had one left upstairs to assign them.
Quick BG: my motel is the absolute bare-basics, cheapest chain. We don't even give you a bottle of shampoo, that is how cheap we are. We don't have a lot of extra amenities. If you need a clean bed and a warm shower for the night at a low cost, that's what we provide. No breakfast, no jacuzzi suites, no pay-per-view porn. Just cheap and simple.
When they came in, they overheard me asking the guest I was checking in if he wanted WiFi (we charge extra for it), and they began to flip immediately.
Apparently they were promised free Wifi ("Your website says you have it!" No, it doesn't.), a downstairs room and a kitchenette.
A few problems: there were absolutely no requests for a downstairs room, and we don't have kitchenettes. We have a very limited number of rooms with fridges and microwaves, but these were all taken, and of course there had been no requests entered for such a room. All I could do was see if I could move a fridge/microwave to the room if one opened up later. (If they had let me get more than a few words in edgewise, I would have also been willing to waive the WiFi charges, but they were teaming up on me and I was barely able to explain anything at all.)
I had to deal with the girlfriend screaming at me while the guy tried to pull up the reservation on his phone because "they promised us downstairs and a kitchenette!" (As an aside, he either never successfully pulled it up, or he did and realized he was wrong, because he never tried to wave the reservation in front of me and just said "I know it's here; I'm looking it up; I know this is what we reserved".)
Eventually, they decided to take the room anyway. I asked if they wanted it just for a night or for a full week. They went ahead and took the full week.
I had to run outside to get another guest pillows, and the girlfriend accosted me in the store room.
SCG: "There's no bathtub in the room!"
Me: "None of our rooms have bathtubs, just the stand-in showers."
SCG: "I can't believe this! I told the person on the phone that he couldn't be standing and they said no problem. He just got out of surgery and needs to stay off his feet. You know, you aren't being very helpful. You work in hospitality and you're suppose to help us!"
Me: "Ma'am, if I had a room with a bathtub, or a kitchenette, or something downstairs, I would gladly give it to you. I can't give you something I don't have."
SCG: "Do you know who does? I want a refund and we're leaving!"
Me: "You can check around. I don't know the specific amenities of all the places up the street, but..."
SCG stormed off. I was going to suggest a few of the more likely candidates that would better suit them, but whatever.
They haven't checked out. They want to talk to Boss Lady in the morning. I can't be sure, but something tells me Boss Lady is no more capable of pulling kitchenettes and bathtubs out of her ass than I am.
ETA: The girlfriend finally calmed down enough and asked about WiFi, and I gave her some WiFi codes for the night, re-apologized, and re-iterated when Boss Lady will be in the office in the morning. She also apologized for chewing me out so badly.
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