u/chuaku

New day, new complaint.

Today we received email from guest that have booked a stay with free cancellation 5 days prior arrival that she was deeply shocked to find out that non refundable rate was significantly cheaper than her rate. ( difference was less than 10 % )
She had option to pick cheaper non ref rate yet she opted for free cancellation option, but now she’s requesting that we either match her price with non refundable rate, but let her have free cancellation option or give her a F&B voucher for amount of price difference .

Where do people even get these ideas?

So we had a guest that booked a 7 nights stay that was paid upfront. After 5 nights they decided to leave due to personal reasons ( we didn’t ask why neither we care as they paid in full and they weren’t complaining)
Their family members remained in hotel for few more days.
As soon as they checked out, their room was cleaned and same day new guests were assigned to that room. Business as usual.

Her niece saw that as she was room next to it and notified her that someone “took her room “ that same day.

She then sent us email asking for explanation why did we place someone else in her room when she paid her stay in full. How is that normal that someone else use her room.

Really don’t know what to reply to such a nonsense

So guest booked his stay via looking com with usual note of being on honeymoon and all nonsense asking for better room.
No one replied to this usual nonsense and on checkin date we get message from looking com requesting cancellation and that guest has been informed about cancellation charges, but if we’re willing to waive a fee due to family emergency.
Same day that same family emergency guy checked in at our other hotel nearby 🤦‍♂️
If he just asked can he stay in other hotel we’ll let him do it for free.

Irony is that due to fully booked hotel and has short 2 days stay we allocate him our best suite, but now all he’ll get is cancellation charge.

So 3 couples arrived in hotel to celebrate 1 Bday. One ( main guy ) booked cheapest room 4 days, other couple little bit better suite also 4 nights and last couple booked cheapest room for just 1 night.

First and second got a room type they actually booked while 1 night guy actually got most expensive one of a kind suite due to hotel being fully booked and that room har reservation from tomorrow so we need it free tomorrow.

First guy ( Bday) got mad because his friend got upgraded and he didn’t to the point where he decided to leave hotel and we let him do it free of charge although it was already 9PM.
He left other 2 couples in our hotel while he moved to some other high end hotel.

Now he sent email complaining about ruined bday 🤣 and requested some kind of refund.
I guess he’ll get 100% refund because he paid 0 to us.

As it goes you don’t need enemies with this kind of friend.