Pardon the length, but one of the reasons I enjoy this 2nd job is because it affords me the chance to truly treat horrible customers/guests EXACTLY the way they treat those of us in this industry, with no blow back from management. For example, I was commenting in another thread about how I was here at the hotel, with nothing to do. Be careful what you say aloud.
Me - Thank you for calling _____ Inn, This is RHUer. How can I help you?
Guest - Hi, my daughter called earlier trying to see if she could change her reservation to arrive tomorrow instead of today, since she's having car trouble.
Me - Yes mam, it was me that she talked to. I can't waive the charge since it's past the cutoff point to cancel or change reservations for her arrival today, however, since she went through a 3rd party booking service, maybe they'd be able to refund or credit her.
Guest - We did try to do that, but every number that is given on the website or google tells us that it's a non-working number and directs us to another number that states to call between certain times. Since you do business with them, can't you just refund her money and change her arrival date?
(ok, basically this girl didn't get what she wanted so mommy decided she was going to step in and handle things for her precious little girl.)
Me - I'll see what I can do mam. I'll change her arrival date, and if you give me a second, I think I can waive the fee. (she was being pleasant, so I didn't mind)
Me - Oh, I guess going through a 3rd party like that, charged you the whole amount completely upfront. If you'd called us directly, her card wouldn't have been charged until she checked in, and I'd have waived the fee.
(she becomes UNGLUED at this point)
Guest - THE ONLY REASON WE WENT THROUGH A 3RD PARTY IS BECAUSE YOUR RATES ARE SO G**DAMN HIGH!!!!! $72.00 PER NIGHT IS NO DEAL!!! WE WENT THROUGH THIS 3RD PARTY BECAUSE THEY OFFERED A BETTER F**KING RATE ($59)!!!!
Me - Ok, so you went through a 3rd party to get a better deal. Approx. $12 less correct?
Guest - YES.
(she's full blown indignant at this point and I'm assuming she's thinking that I'm going to give her money back. Although there's NOTHING I can do.)
Me - So after taxes she'd be paying around $210 for all 3 days.
Guest - (getting agitated) UH, YEEESSSS!!!
Me - Ok, so in your zeal to save $12 a night, you went with a 3rd party service that I assuming you a) didn't bother to check out before using, b) didn't read the fine print before handing over all your info. Had you gone with us directly in the first place, you'd a) be saving about $40 right now, b) her card wouldn't have been charged right there and then, c) I'd have waived the fee for you. Does that sound about right?
Me - Sorry mam, my GM is gone for the day.
Guest - GIVE ME YOUR CUSTOMER SERVICE NUMBER NOW!!!!
Me - Sorry mam' we don't have a CS line as we are a privately owned franchise.
Guest - I'M GOING TO CALL YOUR CORPORATE NUMBER AND HAVE YOU FIRED!!!!!!
Me - You are welcome to try mam', but as you have been the aggressive party in this conversation, I sincerely doubt I'll lose my job. You basically want me to give you free money, which is beyond my authorization, for a mistake that you and your daughter made yourselves. Maybe this is a learning experience?
Guest - F**K YOOOOOU!!!!!
Damn it feels good to be a gangsta sometimes. HA!