May 2008
5 posts
April 2008
1 post
March 2008
9 posts
Dumb Guest III
Me: Good afternoon, Hilton College Station, this is Ben,how may I direct your call?
Guest: Umm, well I'm not sure. Accounting? Or something like that.
Me: How can I assist you today?
Guest: I have here two charges to my credit card for 390.35 and I'm not sure why. I haven't stayed with you.
Me: Do you have any future reservations with us sir?
Guest: Well yes, I have a reservation for the weekend of May 8th for two rooms.
Me: Yes sir, that weekend is Graduation Weekend and is considered a special event, therefore hotel policy is that we have a deposit for one night's stay for each room and a 21 day cancellation policy for the reservation.
Guest: Well why did they charge me now?!? I made the reservation back in December.
Me: Sir, I am not quite sure why it was not done until now, but it is hotel policy that we have a deposit.
Guest: Why now?!? Why not 22 days before?!?
Me: Sir, I'm not quite sure.
Guest: Well I don't think it is right that they can charge me whenever they want.
Me: Yes sir, I understand, unfortunately I am not informed about the timing of the required deposit, only that it is required.
Guest: Well just refund it and then we won't have a problem!
Me: I can only refund a cancelled reservation, sir.
Guest: Well I don't like seeing these charges on my card when I haven't even stayed there yet.
Me: Yes sir, I am sorry about that.
Guest: Well I don't think that's right!!
Me: Yes sir...
Guest: Whatever, I guess I will talk to someone else who can help me.
Me: Not a problem. Have a good day sir!
Dumb Guest II
..almost done checking this guest in just about to sign...
Me: Sir, if you would please initial by your rate and the non-smoking policy and then sign at the bottom.
Guest: OK, let's see here..No, no, no it was supposed to be $139.
Me: Hmm, well let me see here. ::Checks the computer:: No sir, I show that the reservation was made at a rate of $179.
Guest: No that's not right!
Me: Do you happen to have a confirmation letter confirming the $139 rate?
Guest: Let me see.. ::Checks blackberry::
Close to 5 minutes pass by..
Me: Was there something I could assist you with?
Guest: Yes! Change my rate to $139! What have you been doing?!? Just standing there?!?
Me: No sir, I can't change your rate to $139 without a confirmation letter stating it was booked at that rate.
Guest: Well I am just going to cross through this and put $139 and then sign it.
Me: Sir, it would still be charged at the $179 rate.
Guest: What?!? Let me speak to your manager.
Me: Sure thing, let me get her for you.
Tiffany: How can I assist you sir?
Guest: My rate is supposed to be $139 and this young man over here needs to be trained. He sat and stared at me for 10 minutes and wasn't doing anything!
At this point I go to the back so I don't punch the guy in the face..But the joke is on him since he is still paying $179
Dumb Guest
Guest: Where you have sauna (mispronounced)?
Me: I'm sorry?
Guest: Sauna! Sauna! (mispronounced)
Me: Oh, you mean sauna? No sir, we don't have a sauna. We have a jacuzzi outside.
Guest: Oh ok, you no have sauna?
Me: No sir, no sauna.
Guest: ...In my house upstairs. No hot water. Engineer came and leave, he not come back.
Me: Sir, the engineer went to the basement to switch the water heater back on. Just let it run for a few moments and the hot water should filter through.
Guest: No, send engineer, this not my job.
Me: To turn on the faucet?
Guest: No, he come back and fix it.
