Guests Demanding Refunds

madhatter04 · Post by **madhatter04** » Tue Nov 09, 2004 12:24 pm

Hello!
This is my first post. I'm a host/cashier at the River Belle Terrace and some of the things guests do are amazing.
The other day, this 30ish-year-old man came up to me (i was on cash at River Belle) and asked where the Tiki Room was, so I told him and added that it was in the process of being spruced up and whatnot. He laughed sarcastically and shook his head. "Alexander, this is the 2nd thing I've seen today that's CLOSED. This does not make me happy, Alexander!" I explained that refurbishments have to be done (preserving the magic was obviously not going to work for this guy) and no matter when they'd go down, someone somewhere was going to be disappointed. The guy huffed and said "I paid $100 for me and my wife to get in, and everything's closed!! I WANT MY MONEY BACK!!" I told him that if he wanted to speak to someone about it, he should go to city hall on Main Street. "No, I'm not walking over there! I want it back NOW!"

I was kinda sitting there thinking "this guy is NUTS" and people were waiting to order behind him, but he refused to leave. "I KNOW you have enough money in there to give me my money back!" and he tapped on the cash register. The hosts behind the counter were laughing because I was making all kinda faces, so I told him once again that I couldn't give him a refund if I wanted to and if he wanted to file a complaint, he needed to go to city hall. He said "Well I'm not moving until I get my money back." so I said "alright, thank you. I can help the next guest over here!" and guided the next guests around him. He walked away. Hope no one that day had to deal with HIM.

screnwriter · Post by **screnwriter** » Tue Nov 09, 2004 12:56 pm

madhatter04 wrote:Hello!
This is my first post. I'm a host/cashier at the River Belle Terrace and some of the things guests do are amazing.
The other day, this 30ish-year-old man came up to me (i was on cash at River Belle) and asked where the Tiki Room was, so I told him and added that it was in the process of being spruced up and whatnot. He laughed sarcastically and shook his head. "Alexander, this is the 2nd thing I've seen today that's CLOSED. This does not make me happy, Alexander!" I explained that refurbishments have to be done (preserving the magic was obviously not going to work for this guy) and no matter when they'd go down, someone somewhere was going to be disappointed. The guy huffed and said "I paid $100 for me and my wife to get in, and everything's closed!! I WANT MY MONEY BACK!!" I told him that if he wanted to speak to someone about it, he should go to city hall on Main Street. "No, I'm not walking over there! I want it back NOW!"

I was kinda sitting there thinking "this guy is NUTS" and people were waiting to order behind him, but he refused to leave. "I KNOW you have enough money in there to give me my money back!" and he tapped on the cash register. The hosts behind the counter were laughing because I was making all kinda faces, so I told him once again that I couldn't give him a refund if I wanted to and if he wanted to file a complaint, he needed to go to city hall. He said "Well I'm not moving until I get my money back." so I said "alright, thank you. I can help the next guest over here!" and guided the next guests around him. He walked away. Hope no one that day had to deal with HIM.

Sounds like a scam artist hoping that you were innocent enough to give him the money. I wonder if that's happened to other CM's.

madhatter04 · Post by **madhatter04** » Tue Nov 09, 2004 1:05 pm

I'm sure it has. They know they can get away with certain stuff, but I think they forget that we have common sense!

Weeble · Post by **Weeble** » Tue Nov 09, 2004 2:26 pm

I think this attitude is becoming more and more pervasive now that america has become so "customer service" intensive. People pull all sorts of BS moves at the hotel I work at. We have a 100 percent guarantee and I have had people try to get me to comp their room ($229.00) because they weren't satisfied with the "movie selection" or the maid forgot to leave two packets of coffee and just left one.

It's one thing to complaint for legitimate reasons, unfortunately, the media tells people "complain to the manager and you will get your money back!" Since when did customer resolution = money back? Most people I apologize too over a service issue stare at me for a minute and then say....."and....what sort of compensation do I get?"

FUCK THAT. Bring back the sincere apology and manners I say. Who's with me?

LittleDollClaudia · Post by **LittleDollClaudia** » Tue Nov 09, 2004 2:41 pm

Weeble, I cannot tell you how many times I have heard those same words. Guests complain that they want a Disney view and sorry but the entire hotel doesn't face Disneyland. Duh! They have said we want a discount or a free stay. Guess what buddy unless the hotel is on fire or a flash flood sweeps through downtown Anaheim you are SOL. I'm sorry you do have to walk 10 mins.(?!?) to get to the main gate. I'm not giving you $50 off your rate because of it. Do I sound a trifle bitter? I do give excellent guest service but you can always tell the ones that are out for a comp room. The ones that say oh the lights are too bright my fridge isn't cold enough my blankets aren't warm enough. Arrrgh!! I work so close to the Mouse House that we are expected to bow down to every single complaint. The joys of working in a tourist area. At least I work Graveyard, whoohoo! I am the reigning Gothic Princess of Night Audit. Give those drunks something to think about before they cross me. :twisted:

Stduck · Post by **Stduck** » Tue Nov 09, 2004 2:48 pm

Thank the Gods I don't work with money anymore. Same thing would happen at Legoland (working in food). A bug landed in someone's pizza OUTSIDE AFTER THEY HAD EATEN HALF. And demanded a refund. I was more then willing to comp them another pizza (we sold individuals). I finally had to give their money back. (I was the lead so well what could I do)

I was talking to my boyfriend about this. I think the Costomer is always right is a bit too extreme. Yes you need to make the guests happy, yes you need to make their stay enjoyable. But damn it sometimes things can't be changed!

GMC · Post by **GMC** » Tue Nov 09, 2004 3:03 pm

i am so with you, fucking people, the one that pissed me off the most was some woman who had gone on indy at least six times previous to the event, (i'd seen her on it each time, and each time she seemed to be trying to get away with something.) So we dropped merge point, and validater, and nobody had told me how to do it all from greeter, so i just kinda let them all go, so this woman comes up to me and comlains that the line inside is too long, and that she needs her fast pass back, granted the line was bigger than it was spposed to be, all i could think was gee lady, as if you haven't been on enough times today, so now you have to wait 30 minutes, get over it. I gave her some fast passes back anyway, fucking piss me off tho.

Alfa Mare · Post by **Alfa Mare** » Tue Nov 09, 2004 3:33 pm

I think it would have been more fun to call security on this idiot.

GMC · Post by **GMC** » Tue Nov 09, 2004 3:47 pm

if it was the lady i was talking about, she wasn't worth the trouble, i think she was on a hopper pass 4 or 5 days, and probly was getting into the AP mode, i saw her at least once the day before, and probly the day after as well. And when she came up to me i was getting update trained, and sending rotation at the same time, i mostly wanted her ugly face to leave, i should really let go of it tho, this was back in september or so, it's not even worth my energy.

madhatter04 · Post by **madhatter04** » Tue Nov 09, 2004 4:23 pm

Seriously. I'm all for trying to improve someone's day, but oftentimes it gets out of hand because they're willing to try absolutely anything they can to get something for nothing.

16 year old girl: "Umm can I get a few extra free scoops of mashed potatoes with that?"

Me: "I can give you a side of mashed potatoes for $2.19, or substitute extra mashed potatoes for one of the other sides, but I'm afraid I can't give you extra scoops..."

girl: "well! My dad is a member of Club 33!"

Me: *blank stare* I'm sorry...

girl: "uuuuggggh!! this is not fair!! my father is a member of Club 33 and it says that we can get extra stuff at restaurants and free things!!"

Me: "you get free admission to the parks and admission to the Club with your reservation, but you don't get free items around Disneyland because of it..."

girl: "fine!" *walks away*

Stupid Guest Tricks

Guests Demanding Refunds

Guests Demanding Refunds

Re: Guests Demanding Refunds

I've heard that before