12.
“Round 10 p.m. tonight, a girl got here in asking our charges, saying she wished to test on-line to see if it was cheaper that manner. Cool! I let her know what rooms we had out there + their charge and that we have been utterly offered out of our studio-style suites. She proceeded to carry her cellphone as much as me, displaying me a third-party web site the place she was in a position to ebook a studio. Sigh. I defined that, yeah, it could let her ebook it as a result of it is a third-party website, however we did NOT have an out there room of that kind to place her in. I confirmed her the checklist of room varieties we had out there and let her know she’d want to select a kind of as a result of I’ve no solution to edit third-party reservations. She stated okay and sat down within the foyer. She got here again two minutes later saying she’d booked it now, and OF COURSE, she’d booked a studio.”
“Now, I used to be on the very finish of my shift, so my persistence was worn very skinny already. I audibly sighed at this girl and stated, ‘You booked a studio. As I stated earlier than, we do not need any of those room varieties out there, and since it is a third-party reservation, your solely actual possibility is to cancel this and ebook one in every of our out there rooms or to name [third party] and see if they will change the room kind.’
I do not know if she thought I used to be bluffing or what, however she was one way or the other SHOCKED at this data and began working by way of the same old, ‘Effectively, you guys have performed it for me earlier than’ spiel. She stated she did not need it to be canceled as a result of she would not get her a reimbursement for days. Attention-grabbing. Nearly like somebody gave you clear directions on what NOT to do.
She finally requested for a supervisor, and, it being after 10 p.m., after all, there wasn’t one onsite. She then requested if we might name one, and I informed her, ‘With it being a 3rd occasion, even they would not be capable of edit it. And truthfully, ma’am, I am not going to name and wake her up over this after I actually informed you to not ebook that room kind. You are going to need to contact the third occasion or simply cancel this and ebook the proper room.’
She finally plopped herself down again in a chair and known as the third occasion, however apparently, there wasn’t a lot they may do both. She stormed out whereas on the cellphone with them, and some minutes later, I obtained a name from the third occasion asking if we’d waive the cancellation price in the event that they went forward and canceled. I defined your complete state of affairs to them and stated no, I might not take away the price as a result of I blatantly informed her what would occur if she did it the way in which she did, and she or he ignored me, considering she would one way or the other get her manner.
I left a really detailed rationalization in my end-of-shift electronic mail simply to verify the night time audit knew the state of affairs and to cowl my ass if I obtained a criticism for being impolite, lmao. By the point I left, I noticed her strolling again up the sidewalk towards the resort, so good luck to the night time audit man who may need to take care of this moron.
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