Hi everyone!
I've never used this before and I'm super uncomfortable, but desperate. I'm asking for $9 to get mg account out of the negative. That's all. I've exhausted all my resources and even after two jobs, I'm just barely scraping by. I haven't been able to work my second job lately, so I unfortunately put myself in this bind.
Thank you for taking the time to read this.
Hi, folks! I hope you're all alive and well this lovely Monday morning!
If you haven't read it yet, I'll give you a quick search term: Bilfo. Read it, then circle back here.
For those of you already in the know...you know my history with this individual and know I was pleased as punch to think I never have to deal with them again...or so I thought.
I should've known coming in today would be a disaster with how the last shift handled guest complaints, as well as a system outage. Evil was brewing.
I hot to my desk and started going through the days' arrivals when a little notification popped up telling me this guest was on our DNR. No problem! A little cancelation and...no. NO.
There, right on my screen was a familiar name: Bilfo. Anyone who knew this person knew that she would be a problem. Even before she arrived. I stared at the screen in disbelief; HOW and WHY was she trying to come back?! Then a light bulb moment hit and I quickly checked my emails from yesterday. Right there at the top was a guest relations notification from - you already know - Bilfo.
As it turns out, they finagled their way into bullying guest relations for extra points to book a room...with at least one place that didn't want her back.
I will say right now: if there is anything to update on this situation, you all will hear about it. I just have to hope and pray that this gets handled quickly.
EDIT: Good morning, my dear readers! Today the birds are chirping and sun is shining so bright!
So overall, we refused service, and (to avoid and unnecessary headache) sent Bilfo a message to let them know they were not welcome here. I had no sighting or contact at all yesterday. My job was done!
...right?
Well, mostly right.
In response was a brief message putting the blame on US for their reservation, as well as a weak insult only a 3rd grader would balk at. So grateful for such a giggle this morning, but I hope I never have to see their name pop up on my arrivals screen again. So ends the Bilfo saga...for now.
Good morning my overworked and underpaid brethren! Did you miss me? I've been putting together a little list of the small absurdities for the past two weeks for your eyeballs' pleasure. Enjoy!
* As I grab a plate of food for myself, I greet a guest in the breakfast line with no response. I watch as this guest opens every chafer and leaves them open before just walking away and leaving them open. (Yes, I did close each and every one)
* Guest who booked a prepaid third party, asking for a military discount at check in. I explained how that would not be possible as they had already booked and paid through the third party. They had called later asking if they shortened their stay by one day and booked it again through us if they could get the discount. I explained the limitations of the reservation, to which they responded by calling back later to ask if they could do it, but put it under their partner's name? After another brief reiteration of the same explanation from earlier, I (foolishly) had assumed they got it at that point. The morning of their departure they decided to ask again. I declined. Again. It finally clicked, but after check out, the guest decided to stand in the doorway and stare into the abyss. At what, I can't say, but at least two people had to scooch around them while they (I assume) traveled through time and space.
* Employee guest staying with us decided not to comprehend that if they did not book the employee rate online, they would pay the regular rate. They agreed to the regular rate. The next day the question of "Why is my rate higher than yesterday?" arose and I had to remind them what they had done the day before.
* Guest arrived for early check in, but instead of providing their last name, handed me a stack of haphazardly stapled papers with random bits of information highlighted throughout. After deciphering the hieroglyphs, the guest decided now was the time to tell me his name and that his company booked the room. I confirmed this, but met another roadblock when asking for payment. The following conversation followed:
G: "But...my company booked this."
Me: "I understand that, but they are not covering the cost of the room."
G: "But...they should be."
Me: "I agree that companies should cover costs of traveling employees. However, yours did not. I still require payment."
G: "Well, I have the confirmation here..."
Me: "Indeed you do! But a confirmation is not the same as payment...which I still require."
G: "But I have a confirmation from the company that they booked me here!"
Me: "That's correct! They booked your reservation, but did not pay for it. I still need payment to hand you keys to your room for your stay."
G: "...I need to make a phone call."
Guest then proceeds to call the company who tells him they will not be covering the stay. The guest ended up apologizing for taking up my time and left.
* I had a child approach the desk and ask where the clock was in the room.
* Guest was cranky about potentially having the wrong card charged, but refused to let me confirm. After proceeding with check out and the guest checking their receipt, they still could not determine if the correct card was charged and huffed out the door stating they would figure it out once they check their bank statement.
* We had a temporary system outage and received several bad reviews since check in took slightly longer than normal.
* Told a guest that was leaving (luggage in hand, the works) to "Have a great day!" They then responded with a look of disgust, stating, "I'm not leaving yet."
* Had an upcoming guest call in and chatter for a solid minute without telling me why she was calling, only to confirm their dates and ask why their rates changed when they moved the dates of their reservation. In total, I spoke 2 sentences to them, but the phone call took 7 minutes to disconnect.
* A guest called in to make a reservation. I asked if they wanted it for one night or two and they responded "Yes."
* Checking a guest in and they refused to exist on this planet while I did. Several repetitions of asking for ID and card, explaining breakfast hours and check out times, and directing to the elevator. The guest wasn't even on their phone.
* SEVERAL instances of saying "Good morning!" to guests passing the desk with no acknowledgement.
* Children within one foot of their parents screaming in the lobby during breakfast with no attempt to calm them.
* The same children played on the lobby seating with parents watching, but not giving a damn. A stern look from me toward the children and the parents caused them to act, and they were back to picking at their cereal and screaming again in no time.
* Guest attempted to cancel a reservation a week ahead of time for illness. Of course it's a prepaid third party, so refund is declined. Third party calls "on behalf of our mutual guest" with the same response: No refund. Guest calls back. Third party calls back. Guest states the third party told them to call us because we'll give them a refund. Absolutely the fuck not. Guest says they'll chargeback. I tell them, "You can definitely do that. Is there anything else I can help you with today?" and I'm hung up on.
* Guest checks out. I ask what the room number was as they only had keys, dropping them into a sea of keys. They walk away.
* Calling guests the day of arrival on a nearly sold out day to confirm payment (if declined) and arrival ETA. A guest is upset I called them, asking why I was bothering them. Arrival time given was "between now and later". They disconnected, but their card still declined and was cancelled before I left for the day for being non-guaranteed.
* Confused as to why guests constantly feel the need to walk around the desk to speak with me.
* Several guests coming down for breakfast not wearing shoes (gross).
* Guest asks if everything had pork in it. I confirmed gravy, bacon, and sausage did, but there were majority items without pork. I was met with a sigh.
* G: "Can I get a toothbrush?"
Me: "Sure! Do you-"
G: "Yes, I need a toothbrush."
Me: "Yup, got it. Did you n-"
G: "Can I get 4 of them?"
Me: "Yes. Were you needi-"
G: "Yeah, I need 4 toothbrushes."
Me: "...did you need toothpaste or mouthwash as well?"
G: "Oh yeah, I need all of it."
Me: "Ok. Here are yo-"
Guest proceeds to grab everything and walk off without another word.
* Guest calls in and asks what the minimum check in age is.
Me: "Minimum check in is 18."
G: *long pause* "I'm sorry, what?"
Me: "Check in age is 18."
G: "What was that?"
Me: "Check in age is 18."
G: "What did you say?"
Me: "Check in minimum is 18."
G: "Huh?"
Me: "...18."
G: "Ok thank you."
* Guest came to the desk furious at noon asking if there was any breakfast left for them (breakfast closed at 9:30).
* I was threatened over an early check in fee.
* After answering the phone, I was met with a short pause followed by, "Hi, I'm so sorry - did you say your name was Hallie?" I never said my name, and that is nowhere near what it is.
* Guest given a partial late check out on a nearly sold out day. Proceeded to stay in the room past their approved late check out time and hang out in the lobby. Guest then wanted to book another room, but confirmed that only kings were available, no more queens. Frustrated, guest asks why they can't just hang out in their room until their ride arrives and I explain exactly why they can't stay in a room they no longer have booked under their name hours after check out time that is no longer available and possibly even being cleaned at that moment.
* Accused by another employee of not working as hard as they do, but they were upset I make more money.
* Guest had a medical emergency. Accompanying guest refused to stay in the room due to the smell. Housekeeping confirmed (with pictures) that guest in emergency had violent diarrhea all over the bed. Room was cleaned, but guest was not moved.
* Guest checked out and proceeded to lick his fingers and wipe the back of his neck mid-conversation.
* Guest was upset they were charged an early check in fee and that they stay here all the time and had never been charged before. When looking into previous reservations, the earliest they had ever arrived was 5pm...check in starts at 3pm, and you're here at noon.
* Guest is upset about the soap shortage, but sees it as housekeeping's fault and requests their pay be docked to make up for it.
Stay strong, my fellow front deskians...it's only Tuesday.
EDIT: Which one of you jinxed me?! I just had a guest walk around the desk and practically into the back office when I went to hand my GM a letter. Almost ran into him on the way back and all he wanted to do was print something! He had to pass by the lobby computer/printer to ask me. I...am going to have a loooong day today.
Hi!
Let me preface this by saying I can get overwhelmed or lose social battery very quickly because my jobs are both customer service jobs. I see people all day. That doesn't mean I don't want to talk to you, but my answers may be shorter than one would like. Hopefully I finish a book so I can free up my time to connect with people instead of just serving them.
My wife says I work all the time, but I like organization and will make time for people I love outside of work.
I've been feeling lonely and depressed a lot more than usual lately, and it would be nice to talk to someone new. I love to cook and bake, but I'm currently on a diet. I love to game, but I haven't done much of that lately due to the depression. I also tend to talk about myself a lot and don't catch it, so if I do that, please let me know so I can shut up for once lol.
If I don't seem too insane, I'd love to hear from you. All are welcome!
Hello again, my fellow Front Deskers! Buckle in for a new day if interesting interactions:
* Had someone call 3 separate times this morning (barely paying attention) to ask of they could book and what the rate was. 3 separate times. They ended up booking when they arrived, just to ask again what the rate was. WHO HURT YOU?!
* Guest asks to "check" their luggage that they'll get once they get back, then proceeds to walk back behind the desk toward the office asking if they "just put it back there in storage". I stopped them and pointed across the lobby the the door marked "storage" and stated we would be heading over there. Guest then proceeded to stand in my way as I tried walking to said door.
* Got tipped for letting a guest know their package arrived. Pleasantly unexpected.
* Slowly getting drained of all my blood by a mosquito who has found me at the desk. Unpleasantly unexpected.
* A woman called in to ask if her son could check in on a reservation under her name. I tell her yes, but she would need to call to confirm his name was added once she booked. Her response? "Ok, so i book, he gets there and calls me and you add his name." No. Proceeded to explain it 2 more times until she understood.
* Someone left 4 separate coffee cups and a multitude of napkins on the breakfast table instead of walking the 4 foot distance to throw them away.
* Guest stated they would be going to the store and then check out afterwards. I asked if they needed extra time, or if they were bringing their things down now? "I thought check out was at 11?" "It is. It's also 10 minutes until 11." Cue blank stare, a "we'll be back in time", and exit through the front doors.
This is where I leave you all today. Hopefully tomorrow is just as exciting.
At this point, I should just start sharing my pass on notes with you all. Here's the kookiness I've been dealing with this lovely Monday morning:
* Guest wanted a receipt for a prepaid third party and was grumpy when told I could only provide a blank sheet showing he was here, but not the cost. No lightbulb moment either, after stating "But the LAST reservation I got one!" and explaining how it may have been under a different type of reservation.
* Checking out a guest and I've changed my spiel to "If you have any keys, you can place them in this box [point at key drop]", and they freeze, stare at the box for a solid 30 seconds before saying, "Oh! I can drop my keys here?"
* Almost typed "eyeD" instead of "ID". I may need more coffee.
* Guest couldn't comprehend that I didn't have their room ready at 11am and incredulous that they would have to pay an early check in fee, a policy I can get chewed out for if I waive.
Y'all...it isn't even noon yet. I'll admit this isn't the most hectic morning I've had, but throw your girl a freaking bone; it's only Monday!
Hi everyone.
I don't know who to talk to about this. I don't have an HR department, and I've called them out numerous times on their shit. I also don't have confidence that my manager would handle this appropriately as LGBTQIA+ concerns seem to make him squeamish. So...now I turn to you all for...advice? An ear? I don't know. I just have to get it out.
So I have this coworker. (Shocking, I know.)
So this particular coworker and I used to be best friends. Long story short, we have a long history tied to our jobs, and I know she's a bad person, but she has this way of dragging you into her bullshit.
Anyway.
The last time we worked together, show left a nasty text about me, my character, and my sexuality. She was hurt and thought I was the reason she got fired (I was very much not the reason) so she took it out on me the only way she knows how.
The current place I work at, she's here too (not by coincidence, but that's not my biggest issue here). She's made a transphobic comment in recent history that I called her out on, spoke to her at length about, but she chose to double-down on the matter before eventually backing off and apologizing once I called her ignorant.
This past week, she had an interaction with a homeless individual who jusf so happens to be gay and in both a work email and in person has used the "f" slur. The first time, I told her to never say that again as it was offensive, which resulted in her calling this individual a "little gay boy". Mind you, this is completely irrelevant to anything she needs to say, and my manager even said that was inappropriate (with no real consequences, unfortunately.)
The second time they used it was today. I said again not to say it and it was really offensive, and they just...ignored it and changed the subject.
I'm disappointed, but not surprised. I just really don't know what to do. I've even addressed the fact that she is also a part of a marginalized community and should know how damaging words can be, and it just doesn't get through to her. Not sure what I can even do at this point. Leaving this job isn't an option either, so...what do I do? I'd love to hear how similar experiences have been handled, too. It might just give me some insight I've missed.
Overall, I'm fine.
Or at least...I tell myself I am.
Today, the inflammation is at a high. I'm itchy all over my arms, and a little on my face.
The fatigue is HEAVY heavy today as I try to fight to keep my eyes open at the desk.
B12 still hasn't kicked in, nor the caffeine.
Here's the thing: I do everything right and I get inflamed. I give up, eat what I want, and I'm inflamed and miserable.
And very very fat.
I'm tired, y'all. I'm just tired of it all.
Goooood morning, everyone! After some much-needed rest this past weekend, I return to a bit of a fun Monday. Here's the highlights of this morning:
* Lady comes in early af wanting to check in, but not wanting to pay the early check in fee. Too bad, so sad - plan better!
* A message from a prepaid OTA over the weekend flies in about losing money because their trip got canceled. "But I paid for travel insurance!"
* A woman comes to check in, and mid-spiel goes, "My god, you're hairy. You have PCOS?" Yes, I do, but also...horrendous comment. (And yes, I've had a guest previously near-fetishize my hairy arms. Lucky me... )
* The shop is not nearly close to being stocked (or properly). But this one is a win for me because I love to make it look nice.
* "Thank you for staying with us! We kindly request if you have any keys to please place them in the drop box here!" 😊 I point to the box even, but that's a little too big of a task, and they proceed to place multiple sets of keys next to the box. 😐 Have a great day, I guess?
* "You don't have a shuttle? But you're so close to the airport!"
All before noon, lovelies. Going to be a looooong shift.
Gooooood morning to all my fellow FDA! It seems as if today is one of those days, so I thought I'd share the fun moments:
* A guest who had been upset about our "no prepaid cards policy" has been requesting for days to get compensation for the inconvenience. What inconvenience that is, I have no idea.
* Maintenance walked in on a guest who had previously checked out. They requested to speak with a manager because maintenance should have knocked...on the door of a room they had checked out of.
* Guest called upset about our pre-arrival authorization and refuses to unlock or offer new card. Guest states we "better have [their] reservation" when they get in at midnight.
* Non-guests are upset they have to pay $1 for coffee when the event they're attending refuses to cover the cost.
* Bathroom break reveals someone was eating sour gummy worms on the toilet. (Yummy?)
* A guest arrived very early to check in the morning after a sold out night. They couldn't comprehend that no rooms were clean to check into at that time and threatened to go somewhere else.
This was all before 11:00am. I'm having so much fun!
Hi everyone!
So I'm not sure if I belong here or not, but I'm honestly not sure where else I would possibly fit in.
Basically, I'm not formally diagnosed, but I know deep in my bones that I have BPD. My question is this: how did you know before a doctor told you? Is there a test for it, or do they just say, "Ope! You have it!"?
I've been going through a lot lately and I'm sick of the emotional roller-coaster. I want off the ride, you know? So if anyone has guidance or could point me in the right direction, that would be amazing, especially since my health insurance is bogus and doesn't help with anything.
Good morning, folks! I figured the first post was getting a little lengthy, so I decided to make a new one for today's antics.
To start, I really, REALLY didn't want to come in today, but I'm committed to reporting the chaos to you all. So I bring you information that happened *before I even made it in today*.
The day begins with a regular of ours, grabbing a lobby coffee. Mundane. Expected. Welcomed, even.
In walks our charming Ms. Bilfo. Our unfortunate regular (beloved) guest greets Bilfo, but that doesn't sit quite right with her, and she seeks out our poor auditor to let her know it's too early and people shouldn't talk to her before clip-clopping her way off elsewhere.
As we all know, the fun doesn't stop there. Bilfo is assisted to take her breakfast to her room, but doubles back and grabs drinks from the lobby store. Our ever-vigilant auditor stops her and asks if she grabbed anything, which is confirmed, but she wants them *as a courtesy*.
Nope, not happening. And yet...she still walks off with them.
Today is the day, everyone. TODAY. IS. THE. DAY.
Edit #1:
You ever feel a tingle in your bones when there's impending fuckery afoot? I'm feeling it now, Mr. Krabs.
Luckily I was sent to fiddle with some equipment elsewhere in the building, but when I returned, I had learned that Bilfo was checking out late. MIND YOU, she never asked, she just was. Roughly 30 minutes. Cool, I can swing 30.
Show of hands: how many of you think she's left the room?
Edit #2:
Hello chickadees! To any of you who called it that she would not leave the room, you were right! Aaaaannnndddd I may have snapped.
See, head honcho told me to give A+ customer service to everyone. I've done that every single day for the past few years I've worked for the brand, but today? I snapped. Politely, but I still snapped.
I called to tell her to leave, and all I got in return was excuse after excuse about how Bilfo wasted her time all morning and now was blaming us about yesterday so now she needs until 2 hours past check out time to go. I told her that none of that mattered, it was already WAY past check out time, and she needed to leave. She of course wanted to speak with head honcho, but he wasn't available. He's stepping in though.
Oh, did I mention she managed to steal something else from the lobby store while I was assisting another guest? Absolutely insane, this one.
Edit #3:
Our saga is almost at its end, friends. After being threatened with some uniformed weewoos and being told to leave, Bilfo FINALLY made her way down before I walked out the door. Luckily, I didn't have to give her my choice of parting words, but she decided to stop by to be rude one last time, ask where I was, and how she didn't like the way the manager spoke to her. She ended up exiting stage right, and I BOOKED IT to my car to get out before she had time to recognize me because (due to some extensive research) we found out theft is her forté.
She is now on DNR and currently in the process of having her membership revoked. I have a feeling this isn't the end, and I'm salivating at getting to see that review, but for now, we rest.
For the sake of this story, our esteemed guest will be referred to as 'Bilfo' (bitch I'd like to fart on). I need all of you to know that this guest is still very much on property and I may have an interesting update in the next 1-3 hours. You'll understand why shortly:
Let's rewind for some backstory, shall we?
For roughly the past week, a woman would call in, ask a lot of questions about the surrounding area, thank us, then hang up. Not uncommon, but it happened so frequently that her number became recognized on the caller ID.
The other day, she calls in the early morning. She began by asking where we were located, with uncommon nearby landmarks. My customer service voice is activated and with an assist from Google I confirm our location. She asks if she can check in early and to her dismay, we were sold out last night. If I have anything early, I won't have an update until noon. This seems to quell Bilfo, and she tells me she's in the area and will be here in 10 minutes. She hangs up.
That was at roughly 8am. She doesn't arrive until almost 1pm.
Mind you, we were not only sold out last night, but I was short a housekeeper that day. An early check in was most likely not happening if the supervisor hadn't even updated me by 1pm. Regardless (and due to Bilfo's aggravating demands) I begrudgingly ask for an update. I get one (which takes a whole minute, but a minute too long by Bilfo's standards) and I get her checked in. Did I happen to mention that the guest was ranting and raving the whole time about how she was *promised* an early check in and had called *three times* to confirm this?
Bilfo happily wanders off to her room, and I begin my novel of a pass-on. I leave and get several messages from my coworker confirming how absolutely fucking weird this lady is.
Cut to today.
I believe I had a pleasant morning. Birds chirping, sun shining. Steady check out. Morning coffee.
But what goes up...
Bilfo arises, and calls for linen. Sure, no problem, let me ask housekeeping to hook you up. Things turn sour when she demands this be the *only* time anyone knocks on her door. Not an odd request (and could've been requested nicer, but I digress) so I confirm this is possible.
A minute later, phone rings again. I'm sure you know who it is already. The following conversation transpires:
Me: Hi! How can I help you?
Bilfo: WHERE is housekeeping?
Me: Ma'am, I jus-
Bilfo: I want my things! How long will it take?!
Me: She will be up shor-
Bilfo: ALSO, I'm a super shiny elite member and I want free water. Have housekeeping bring one up with them.
Me: Yes, we do offer the option at check in fo-
Bilfo: Yes, I know. I was tired.
Me:...for super shiny elite members. You're the lowest tier. However, we do sell bottles of water here in the lobby.
Bilfo: Well can you just do it as a *courtesy*?
Me: Unfortunately I would not be able to waive that. Water is for purchase only in the lobby.
Bilfo: Oh my god. WHAT is your manager's name?
Me: *gives name*
Bilfo: Well...can you ask your *manager* if I can have a courtesy water?
Me: Sure! Let me just ask him.
Bilfo. NO. I want to speak with your manager.
Me: ...soooo I'm just going to ask-
Bilfo: No, no, NO. Let me speak to him!
Me: (if it gets you to stop talking to me, gladly)
So I call head honcho and give him a quick run-down of what's about to hit him, and he takes the call, explaining to her the same thing I did but with "Mr. Boss" in front. I sigh with relief... for about 5 minutes.
Turns out, since I REFUSED an early check in for her yesterday, she's needing a late check out of 4. Ha! Very funny! Best I can do is 1. After some mumbling and grumbling about how she gets 4 everywhere, Bilfo takes the 1.
Another few minutes pass, and she calls about a mechanical user error. No problemo, let me get Mr. Fix It. Not even 30 seconds pass and she calls back demanding to know when he'll be there, cutting me off when I explain that I just spoke with him, but *graciously* allowing me to talk when I say he's on his way right now.
Nature called, and when I returned, I found out through multiple sources that Bilfo had another user error and Mr. Fix It was heading back.
It is now the time for her to be checking out.
My gut says she's not skedaddling until 4, if at all.
I'll be updating this insane saga once she leaves or if head honcho decides she can stay even longer.
Edit #1: Bilfo has decided they want to stay another night, much later than their given check out time. I've asked my manager to step in and deal with her since the level of attitude she gives me is making me see red. I've had to step away from the desk so I don't go ballistic.
Edit #2 (since taking a deeeeeeeep breath): Bilfo has extended another night, despite my pleas not to do so. So a fun little twist to the story I left out of the first update went as follows:
I begin checking in a guest. We're bantering. Things are fine. Things feel...right with the world.
tap, tap, tap
If i weren't already pale white, I would have gone that color hearing her footsteps. My adrenaline begins pumping. I'm shaking. Fight or flight, baby, and I'm pretty pissed off.
Bilfo sees this as the PERFECT opportunity to interrupt me to ask a question (no prompting, just talking) and since there is a pause as I'm speaking with the guest I'm checking in, I direct my attention to the gremlin nearby.
Bilfo: Did I really need to come back down here for my new reservation? Me: Well, yes, since it's a new res- Bilfo: Nah, you don't need to talk about my business like that. See, this is why I didn't want to come down here.
Mumbling to herself, she walks away and this sweet lady just gives me the most "wtf was that lady's problem" look I have ever seen.
So by the time head honcho got Bilfo checked in, I've learned enough about this gremlin to generally despise her:
I have a feeling things are going to go downhill from here and I'm seriously debating whether I even want to come in tomorrow.
PART TWO HERE: https://www.reddit.com/r/TalesFromTheFrontDesk/s/pre5GBGekY
First, some backstory:
At our hotel, we have an early check in fee of $35 for anyone who is not top-tier members. Non-members get a one time courtesy waive of the fee if they sign up. The same fee would apply to anyone without a membership who is not willing to sign up and wants a late check out.
Now, I have two stories surrounding these fees:
Story One (this happened last week):
Check out is noon, I haven't gotten any late check out requests, and housekeeping hasn't reported any either. I usually give a courtesy 15 as a buffer because I know humans aren't perfect and aren't always on time. Around 12:45, before I got the all clear from houseekping, a couple comes down to check out. They are not members and don't want to become one. I let them know about the check out fee, and they argue, saying they got here late last night so they thought they could check out later. I tell them that isn't how that works. They say they aren't staying here again. I say ok and they leave.
Story Two (this happened today):
Guy comes to check in, lowest-level tier, asking to check in. I let him know if he does that there is an early check in fee. He said that's fine since his company is paying for the room. I told him that's true, but any other charges that aren't room and tax will be covered by the guest. He asks if I can waive it and I say no, but if he doesn't want to pay, our normal check in is 3pm. In the middle of me explaining how we could hold his luggage for him, or if he wanted to hang out in the lobby until then, he says this is ridiculous and he'll never stay here again, sticking to one of the competitor brands. I was so mentally exhausted from all the tiring and incompetent calls from the morning that I just smiled and responded, "Okay!" while he stormed out.
Today has been one for the books, for sure.
ETA: He came back and I got him in a WHOLE HOUR early AND waived the fee. He still felt the need to slam a couple of things down, so I'm just waiting for the review.
We've had a group stay with us for the past week. Every day, they've ordered extra food for the front desk and housekeeping to have lunch. Every. Single. Day. Probably the nicest group leaders that have stayed with us in a long time, and we've had a LOT.
Now the people in charge of the group were pleasant, but some of the people in the group seemed to have a stick shoved in unmentionable places...mostly upset for having to pay an extra fee to check in at 9am after a nearly sold out night the night before. Goes to show that sometimes you get a great guest, but sometimes you don't.
Ok, so this may seem kind of dumb, but I started crying a minute ago. I've had a hell of a day at my regular job, and just finished dashing for the day. I've basically mentally checked out because of my depression and like usual, I check my ratings.
I got a 5 with an above and beyond attached.
I know it's stupid, but that little recognition made me think that maybe I might want to stick around a little bit longer, you know? That this work I'm putting in is worth something.