Checking in?

Thatguy · Post by **Thatguy** » Fri May 28, 2004 2:52 am

so, a guest comes up to me recently and gives me her name so she can check in to the hotel...

when I can't find her name she says "oh it may not be in there, I got disconnected while making a reservation and didn't have te time to call back"

so, since she has no reservation I ask when she wants to stay with us... she responds "tonight" so I give her a list of the options available for that night, she selected the concierge level DtD view.

when I review all the info she says "oh, no, I'm staying here for a week" for wich all we have available is the standard view, non-concierge.

well she gets all irate, and pissy but still wants to stay with us, so I make another reservation... but the price isn't what our reservation line quoted her... (I guess she should have called back) after infroming her that all I can do is the walk up rate blah blah blah. she agrees to the price but wants to speak to a manager, so another CM goes off to get her.

did I mention that throughout she was loudly complaining about how horrible I was at guest service?

good news is I was still able to get her a DtD view (and let me say yay for knowing what stacks are next to the loudest service elevator in the hotel.)

she then huffed off and the manager came out looking for the guest who got away.

coldfire409 · Post by **coldfire409** » Fri May 28, 2004 10:25 pm

I can just see the way this this lamebrain guest is. She wants to fly somewhere first class, and when she calls for the reservation she gets cut off the phone with the airline. Goes to the airport the day she wants to leave, tries to buy a first class ticket, and then gets all pissy when all that's left is coach and it's a middle seat. On top of that they pay twice as much as a ticket they would have gotten if they had just called ahead to buy it.

On that how long would it have taken to call back. After all she was already on the phone. :roll:

reivaX · Post by **reivaX** » Sat May 29, 2004 4:13 am

gosh i wanna transfer to hotels cause if you figure.. thats the first hotel SGT i've read in a looong time...

Weeble · Post by **Weeble** » Wed Jun 02, 2004 2:16 pm

As a hotel Director of Operations trust me when I tell you that Hotel guests are WORSE than what you get working at D-land. Yes I said worse! You deal with them for seconds to minutes at a time. We have to deal with the same guest coming back again and again and again.

Maybe Thatguy and I need a special hotel board, lord knows we could fill it up.
;)

Thatguy · Post by **Thatguy** » Wed Jun 02, 2004 9:09 pm

one of my favorite recent ones taking place at about 8:30 am is...

guest: What do you mean my room isn't ready?!

me: well check in is at three o'clock, but we can do everything right now except give you keys.

guest: why can't I get them now?

me: because someone is in that room they won't be checking out until 11:00, and then we have to clean it

----- lots more convincing the person why he can't get a room now -----

guest: can I get a late check out?

Weeble · Post by **Weeble** » Fri Jun 04, 2004 1:29 pm

Yeah, I love it when they take a red eye or have been driving overnight and they arrive to the hotel like at 4 or 5 in the morning. What do you mean I have to pay for last night? Can't I just check in early?

Or even better, they make a reservation and then check in at 2am, drunk and complain that they should get a lower rate because they are only using the room for a few hours.

BabyAngel024 · Post by **BabyAngel024** » Thu Jun 10, 2004 8:22 pm

Just so all you guys at the hotels know, we at reservations do tell our guest that they can check in as early but room is not gtd till 3, so whatever the guest tells you we said, proably is not true. Because i know you all there dont really like us over here in central reservations. :?
But we know how you guys feel, we get really dumb guest all the time.

Thatguy · Post by **Thatguy** » Thu Jun 10, 2004 8:31 pm

I rarely believe what the guests say the reservationist told them...

though there was someone from CR who put in the F11 "guest requests a full ocean view." I hope that was just another sharing of a stupid guest trick.

Weeble · Post by **Weeble** » Fri Jun 11, 2004 12:12 am

The guest probably insisted it get put in.

AND WE LOVE Central Reservations! We visit our call center every other month or so with goodies.

pixiedust · Post by **pixiedust** » Fri Jun 11, 2004 7:24 pm

BabyAngel024 wrote:Just so all you guys at the hotels know, we at reservations do tell our guest that they can check in as early but room is not gtd till 3, so whatever the guest tells you we said, proably is not true. Because i know you all there dont really like us over here in central reservations. :?
But we know how you guys feel, we get really dumb guest all the time.

(a little bit of rambling.. that almost doesn't count as part of this topic)

Anyone else wonder where these imaginary CMs are who give the guests all sorts of wrong information? I know every now and again.. someone makes a mistake when giving info.. it's bound to happen. But so many people come up with "so and so said..." and "well i asked this guy..." and it is so insane you KNOW it's not true.

Makes you wonder if there is some department we don't know about that dresses like generic CMs and they go around giving out wrong information. I have always used the example of Sear's. If you wanted to know about a certain piece of hardware.. you wouldn't ask the girl in women's shoes. If you wanna know something about something at Disneyland.. it's best to ask a CM that works in that department. Havn't mentioned this to a guest yet.. maybe someday.