First of all, Oh My Fucking GOD. I've read the horror posts on here about belligerent guests, but I found them hard to visualize,
Until yesterday.
So last night, a 50's ish? couple checks in, we're almost sold out, but it's no problem to get them in a bottom floor room. To set the scene, I have something like 45 arrivals to check in myself, and also prepare a conference room for a group (on top of caring for all guest needs in house). I don't sit this shift.
The guy comes to the desk about 15 mins after check in, with an attitude. "YOU need to get us a new refrigerator door." (Okaaaaay.) Sure, my maintenance is not here right now, but I'll try to switch your fridge with another! I'll call your room as soon as I find a replacement.
I check in more guests, try to get the fridge moving, can't because I have weak little girl arms. I offer to move them to another room, but they don't want to. As I'm attempting to fix their fridge door (it looks like someone sat on the door and unhinged it), the gal (who had followed me for a while to make sure I was doing it), brought out the usual:
"We need a discount. This won't be right until we are given a discount for the trouble." I'm sorry, yes, I will talk to my manager, she comes in in the morning. Unfortunately, I don't have the authority to adjust rates, but I will let her know and she will speak to you in the morning. I'm very sorry, but I can't lift the fridge. rinse, repeat, twice, because that's not what she wanted to hear.
Now, recently, our guests have reported someone calling their rooms in the evening, claiming to be the front desk and asking for credit card numbers. Anyone with half a brain wouldn't fall for that nonsense, but nonetheless, we have started informing people at checkin. Note: this is a courtesy for the comfort of our guests. The hotel is NOT RESPONSIBLE for third party calls to your room.
Couple hours later, both return, mad. The scammer called their room. I explained, again, what the call was, and expressed relief that they didn't fall for it. They went ballistic! How can you blahblahblah how can they blahblahblah, wahwahwah. I try to explain the phone system, (because I'm a dumbass who is being patient with obviously unruly guests...) but they don't listen, and start condescendingly lecturing me, saying I give terrible customer service and again demanding discounts. At this point, these people have been terrible, and I realize there's nothing at all I (or my manager) can do to make them happy. I give an olive branch.
Well, I'm very sorry, but it seems like the hotel cannot accommodate your needs. If you are unsatisfied with your stay, I can undo your checkin. You won't be charged, and I can call in a reservation at a hotel that will better suit you in this area.
Oh boy. I thought they were unreasonable before.
They both start screaming at me over the desk, a constant unholy chorus that I cannot even decipher. All the while, I try to placate them, but they are beyond any sort of "listening function." It's rage, and I cannot understand why two grown ass adults are yelling obscenities at a close-to-minimum-wage customer service rep. I remain calm, I'm...incredulous, really.
I need you two to settle down, and consider the offer in your room. (x2)
If you continue this way, I'm going to have to ask you to leave. (x3)
Okay, you need to leave, now. Please gather your belongings and vacate the hotel. (x2)
If you continue to refuse to leave, I'm going to be forced to call the police. (x2)
(Did I say they were screaming before? I stand corrected, THIS is screaming.)
I'm calling the police, now. Again, please take your things and leave.
I call 911, because that is the after-hours line to police in my city. And, reddit...I shit you not, as I'm talking to dispatch, these delusional lunatics are yelling over me AT THE DISPATCHER about what a terrible person I am for not getting them a fridge.
Cops show up, tell them to leave, they eventually do, after hanging around to call corporate for a while. (For heaven's sakes, I'm wearing a name tag; it's not a secret!)
Once they're gone, a guest comes up to me and whistles. "Tweakers, huh?"
You said it, buddy. I go home and fuckin' crash.
Day 2:
I come in to work to see Crazy Bitch at the desk, stressing my manager out. I ignore her and begin checking in the poor guy who had been waiting behind her in line.
This bitch.
This bitch threatens me.
This bitch threatens to press criminal charges against me for "charging my credit card out of spite."
Oh, honey, a criminal trespass order is imminent. Come around my workplace, again, and police have informed me that just our surveillance video is evidence enough to haul you off in cuffs. I am eight different kinds of legally covered from your bullshit excuse to stir up more drama.
Bonus: after all that, she got a person to pose as Central Reservations to call during my shift and try to bully me into talking to the credit card company. Crazy Bitch, mah boy, our Central Reservations service reps do not sound like cunts.
GOOD DAY.
Submitted May 24, 2015 at 08:02AM by Ficay http://ift.tt/1Q3VNCw TalesFromTheFrontDesk
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