u/Shyam09

Dumbass walks in with a friend.

(D) “Do you have any rooms available? Two beds.”

(Me) Yes we do.

“I called an hour ago.”

in my head I was here for the past 2 hours and I didn’t get a call, but no point in mentioning that.

I give him the rate and mention the security deposit.

His immediate reply, in his gruff, probably missing a beer, voice: “that’s ridiculous! Why do you need a security deposit?”

I reply plainly, drily: It’s a deposit, just in case you damage the room or something.

“I won’t damage the room.”

gee, you’re asking me to trust you won’t damage the room (foreshadowing)

Sure, but it’s still standard policy. We require a deposit.

“You need better guests.”

I laugh awkwardly. Partly because I thought I heard him say, “You need better customer service.” Partly because he was upset over a temporary hold on his card. Every hotel may be different in certain regards, but security deposits are standard unless you’re just a trashy hotel.

“How long does it take to get my deposit back?” Gruffles asks.

It usually takes 3-5 business days after check out, depending on your bank.

He sighs but wants the room. I ask for his ID and Credit Card. He hands me his ID, I thank him, and I ask for him credit card.

THIS BITCH HAS THE AUDACITY TO ASK WHY I WANT TO SEE HIS CARD (he was hold it in front of the payment terminal on the counter).

So I reply back that I needed to verify his name and authenticity.

He holds out his card in front of me, name side up, and I reach out to bring it down to the counter.

HE HOLDS ONTO IT LIKE I WAS TRYING TO TAKE HIS LAST DOLLAR (I was going to say offspring, but he’s probably be the type to take your milk first and then go find the milkman vibes).

Can you let go? I say with amusement.

“Why? You wanted to see the name on the card. Here. See. ”

SERIOUSLY. I’m literally standing in front of you. Do you think I’m going to run away with it? Do you think I want to hold your card? It’s standard policy to take both cards and make sure the names match. Gimme the stupid card.

Why are you being so difficult? I say, annoyed and over this clown.

“I’m not being difficult. You wanted to see the name on the card.”

I stare into his cold blue eyes with my even colder, deader brown eyes. And just stare. No words. No blinks. Just stare.

In my head, I was debating whether to cancel the reservation and tell him to fuck off to a hotel that has better guests because clearly this hotel attracts trash like himself.

But I win the stare-down contest and he accepts defeat. Muahahahahahaha.

The rest of the check in process goes smoothly. He mellowed down significantly. There was no gruff in his voice. If you’re chill with me, I’m chill with you. So I wish them a good stay, repeat information a second time, and send them off on their merry way.

Edit: just fixed some grammar, typos, and markdown issues.

I’ll spoil it for y’all because you’re all smart cookies.

Guess who doesn’t offer a shuttle service?

Anyway, let’s go back to the lovely morning when all was quiet, I wasn’t tired (just kidding! Who isn’t exhausted nowadays!), and the day had just begun with sunshine and clouds.

I’m a manager so I get the cha-ching notification. Someone from Hooking made a reservation.

Another cha-Ching and they’re sending messages.

I quickly pull up the messages on the extranet and I get:

> My request is to have a shuttle pick me up at AIRPORT on ARRIVAL DATE in the morning, take me to the hotel, and pick me up at my hotel the morning of DEPARTURE DATE for my departure flight out of AIRPORT. I am flying Global Airlines. Thank you.

So, I do what needs to be done.

> Hi Guest! We don’t offer a shuttle service, but we recommend getting a Uber/Lyft/Taxi/Public Transporation.

I don’t know what I expected, but I know I didn’t expects

> oh no! I chose this hotel because it was listed as an amenity. It states that this hotel offered a shuttle.

So again, I tell that it’s strange for her to see that because we don’t offer it. And we’re pretty far from the airport sooooo.

She thanks me for responding. A while later, I realized she booked a non cancellable reservation. They have 24 hours to cancel that. So I inform her just in case because if transportation is a concern, I’d rather have her book elsewhere.

Noppppeee.

> I’m not planning to cancel unless there’s a reason I must. I know you said it’s a non cancellable reservation (I’m sorry - BUT DID YOU JUST REALIZE THAT?). My reservation is a few months out so of course things could happen. Are there any exceptions?

Bruh. Oh well. She’s being chill. So I’ll be chill too.

I tell her how non cancellable reservations are offered with a deeper discount. I mention the grace period of cancelling. And then I hook, nail, and sink with the “there are no exceptions to cancelling a non cancellable reservation.” It defeats the point of offering something like that. I did mention her getting insurance or making a reservation with a more flexible cancellation policy as alternatives. Again, I didn’t want her to be stuck with a non cancellable reservation.

So she did what we all knew should would do. Blame the hotel.

> well, I would not have made that choice neber. I just thought you would keep my card on file. But I did read you offered a shuttle, but after booking I was told that I shouldn’t have seen it and someone would change that immediately

(I mean, you’ve been talking to me … why would I change something we don’t offer - though to be fair, I did see the flip button and I had to click it. It’s one of those “I see button, I must press” kinda things.).

> My cost goes up because of the misinformation

(mmmhmm your cost would have gone up if you booked a regular reservation genius).

> I always get insurance on my flights. This is an important trip to me. I do not plan on cancelling. Situations arise without warning or notice.

LADY. THATS WHY I ASKED YOU TO CANCEL IF YOU WANTED WITHIN THE GRACE PERIOD. FFS.

I didn’t get a chance to reply. But she replied:

> please cancel my reservation.

I hate when guests ask me to cancel their reservation that they booked online. You made the reservation yourself, you cancel the reservation yourself.

> unfortunately it does not meet my needs and was misrepresented

THATS WHAT I WAS TRYING TO TELL YOU. BUT YOU WANTED TO STAY.

> please send me a confirmation of cancellation Nd process and full credit ASAP. I must make alternate arrangements.

So I just replied back and ended with Hooking deals with the refunds. It might take 7-10 business days. Take it up with them if shit doesn’t move.

I don’t know who she booked with either (it could have been a fourth party tbh). But oh my lord. I’m trying to help this one not get stuck with a reservation because of policies she DID NOT READ … but read something we do not offer.

Anyway, that’s all for today. Have a beautiful Friday all you beautiful people.

The title probably has you scratching your head (or beard, if that’s your flex).

But let’s go back 2 days. We get a schmooking.com reservation. Guy comes to check in later and for the most part, he’s a chill guy. Just here to catch some waves and have a good time.

He reserved a King bed so I checked him in and sent him on his way. He wanted a parking lot facing room, but we didn’t have any available.

The next morning, he comes up and asks how much to extend his stay through Monday. I give him the quote. We make short conversation about how his surfboard broke in the flight and he can’t get compensation, and then he went on his merry way saying he’ll think about extending.

He ends up going to achmooking.com and reserving … A NQ room.

I caught it, double checked to see if we had the NK available and made a note in case he wanted to upgrade versus having to move.

I saw him later, so I updated him.

“Hey! I saw you made a new reservation for tomorrow. Just wanted to let you know that it’s for a NQ and you’ll be moving rooms tomorrow. If you want to stay, you’d just have to pay the upgrade fee ($150) between the NQ and NK.”

He’s like nah, the NQ is fine. It’s much cheaper.

I’m like okay sounds good. Our NQs face the parking lot side, which is exactly what you wanted when you checked in, so glad it worked out.

This morning … this is what happened to my coworker:

It was 11:30 (past CO time). Gst hadn’t come back yet. FDA calls the guest. No answer. She tries again and he answers:

The convo went something like “hey, so you booked a NQ for your next few nights but your stuff is still in your room.”

“Oh yeah can I stay in the same room?”

“No, there an upgrade fee from the NQ to NK. I see a note that it’s $150.”

“Oh yeah that’s too much.”

“Let me see what I can do for you!” She turns to me, and asks if she can give a discount. I’m like the lowest I’ll go is $100 (it was a multi night stay, so all inclusive).”

She goes back to the guest: “I spoke with my a manager and we can do a $100 upgrade fee.”

He was like no, that’s too much for me.

“How much can you pay for the upgrade fee, and I can see if my manager will approve it.”

He responds with saying something like “I don’t know why you’re being so petty and making me move rooms?”

EXCUSE YOU! You made the reservation. You knew about the room change.

He’s like “I’m out here trying to catch good waves. I don’t want to drive back to the hotel to change rooms and then drive back.” (We’re 1-2 rooms short from selling out today, so we need that room and super late check out wasn’t an option).

FDA: is your stuff in a suitcase? We could move over for you if you’d like.

“It’s not, but can you just move over the stuff for me.”

“I’m sorry, unfortunately we’re not allowed to move guests’ personal belongings unless it’s already packed and we have their permission. We don’t want to be responsible if something of yours is forgotten. “

I’m tired so my memory is hazy, but I think this happened over two phone calls.

Anyway, he comes back and boy was he not in a good mood.

Like my dude. You KNEW you were going to move rooms. Why didn’t you stop by the front desk and confirm procedure if you knew you were being moved!

I swear … some people.