Ben Cintron

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!