Grr! I just need to complain before I explode!
I HATE when people wait until they are checking out to UNLOAD- in a fit of rage- all the things that pissed them off while they were staying here at the hotel. This lady was staying for $49.00 on a Friends and Family rate (a rate that is a PRIVILEGE not a requirement, she even got it on the weekend!) came down this morning and with a LOUD and angry voice complained that she could not BELIEVE that we would let people into her room EVERY day of her stay (she was there for 9 days!)
We just finished getting all new air conditioners in all the rooms this past week, and now there is plastic over the windows because they are painting the exterior of our building (it needed it)... updates must be done, and since we can't exactly just close our doors for 2 weeks, improvements must be done while guests are staying here. Whether it be new carpet, furniture, remodels... you get it. every time people get pissed off. What do they expect? for us to never update anything, just keep everything as is?
First of all, this lady was told at check in that we would need to get into her room to do these improvements.
She claims that someone was in her room every day she stayed.... c'mon lady, if you want to make a reasonable complaint, fine, but don't flat out lie.
The a/c guy was in her room for an hour and a half one day to install the a/c. He was in it again a few days later to patch up the wall paper around the unit. That took 30 minutes tops. That is the only time someone was IN their room! Then she said "anytime we wanted to do something, there was someoe in our room! We couldn't change into our swimming suites to go swimmig so we had to completely change our plans for the day! We couldn't see out our windows! " First of all Lady, the windows were just covered up yesterday. I remember when the guys went into that room (it is right near the lobby) and no one was even in there until they were half way done!
I asked if she had mentioned the inconveniences to any of our other staff members the numerous times we had seen them this week and she said "no, why should I, you should just know that we were being inconvenienced with all the construction"
She was yelling at me by the end, and said "I will not settle for less than 2 free nights"
Gee, thanks for the option lady. I adjusted off her 2 nights, apologised and now here I am bitchin' about it.
Moral of this story... If you have a problem with something, let the front desk staff know right away so we have a chance to remedy your issue. Also, a hotel must have construction at one point in time or another, just be patient! Its only 1 or 2 nights out of your entire life, don't act like we killed your cat or something. You always have the option to go somewhere else, dont' stay and get more mad just so you have an excuse to complain and get money off at the end!
Whatever happened to honesty, seriously.
Saturday, July 12, 2008
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4 comments:
That sounds really irritating!
I know what I would have done though :) I'd have given her her two days free...but insisted that she pay regular rates for the rest of the nights...bu-bye discount
I guess it's probably a good thing I'm not in customer service. I highly doubt I could keep my cool like you manage to do!
It freakin' sucks to have to be nice to people! Don't you wish you could just say, Fuck off and shove thier asses out the door. People continue to try this trick all over...they think if they complain enough they'll get some sort of discount and it usually works, at chain hotels. That's one thing I love about our hotel, we don't have any "corporate offices" to worry about. Our decision is final! And I love it when people say they are going to call our corporate phone number...I say well, go ahead and call, it'll come right to me! Stupid fucks! And their bad attitudes towards life! Thinking everything should go their way or watch out for their wrath of evil!!!!!
Then I just brush it off after venting and I'm done. You can't spend too much time in life freaking out over other peoples shitty lives. If they want to live their life full of negativity, then so be it! I won't let them bring me down with them!
Always say to yourself....TODAY IS GONNA BE A GREAT DAY!! Just repeat it everytime something goes wrong and you can't help but smile at how sarcastic you are being with yourself...I'm not kidding, it really works!
HAVE A HAPPY DAY!!!!!!!!!!
As somebody who also works with the public, I know how people LOVE to complain. Even when they are already getting a great deal. Sometimes, it's a real effort not to shout "You're a douchebag!" So, I applaud you for your restraint.
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