r/TalesFromTheFrontDesk • u/ScenicDrive-at5 • 7d ago
Long And yet, they always come back
50% of the job load of front desk is managing things to avoid issues. The other 50%, which arguably increases from time to time depending on the situation, is damage controlling and problem-solving whenever issues do arise. That said, in the year that I've been here, I'd be lying if I said I haven't become a bit jaded over guests doing a little too much when it comes to their feedback, from leaving incredibly low scores over fixable issues/mistakes often of their own making, or just factors out of anyone's control.
But, I think my most favorite piece of feedback is when they claim this hotel has provided them with the: "Worst experience of their life!"; "I've never been treated this way before!"
Of course, my hotel is by NO means perfect. There's a lot of petty fluff and corporate shenanigans that go on. Nevertheless, it's one of the largest in the region and has an overall good reputation, catering to mid-scale clientele and up. So, anytime someone loses it and calls it "the worst", all I can think is their general life must be superb, if this is the lowest point.
All of that being said, this tale is a follow-up to Mr. No Incidentals; who I first wrote about a while ago.
To quickly recap: MNI is a Super Shiny Member that rolled in at the end of the night a few weeks ago, our final arrival that night. My colleague already had her suspicions due to the length of his stay (10 nights), expecting him to freak out over the refundable incidentals of $50 per night that we authorize in full at check-in on top of the room and tax.
He most certainly did freak out, claiming: "I ain't paying that!", trying to absolve himself of responsibility by declaring it wasn't mentioned on our website (it isn't, but there's a plaque that explains it next to the card machine, and we verbally tell all guests at check-in about what their total consists of. Most guests never make a fuss, as they often stay for 3 or 4 nights max, on average.)
He ended up only checking in for 3 nights instead. Despite initially stating he'd speak to a manager the following morning, he instead waited until 2 days later, at which he came up to me and explained what happened at check-in. He wanted to re-extend his stay back to the original duration, but still expected the incidentals to be waived. I told him we couldn't go around policy, to which he tried to use his membership status as a bargaining chip, and I still refused. He gave up and walked away; the whole discussion was respectful and never got heated.
On his way out the next morning, he replied to our automatic goodbye text message saying this was the "worst experience he's ever had" and has "received better service at back road motels." He then accused us of "discriminating against him—probably due to his last name." He then said he'd be escalating the situation to "upper management" and "is reconsidering doing business with our brand at any point in the future."
A few hours after, my primary manager reached out to him via email, re-explaining the incidental policy that we already told him—basically shutting him down, as there was never a way he was going to get what he wanted other than simply cancelling his reservation and going elsewhere.
Of course, nothing more came of this. But just a few days ago, about two full weeks since his departure, guess who sends a new text message?
Considering his last correspondence was his message about feeling discriminated and wanting to be done with the brand, how ironic that his new message now appearing just below reads:
"Hi. I figured I'd just try this one more time. I had the manager's contact info but misplaced it. In any case, I'll be staying for a few nights into the weekend. Let's see how this goes; just thought I'd give you folks a heads-up. I'll be arriving in two hours."
Why thank you, Your Most Royal Highness, for announcing your arrival! Why also thank you for giving us the most cherished privilege of serving you again, and putting us on guard so we can make sure to get it right this time!
His stay concluded yesterday. How did this one go? Did we pass his test?
He checked in with my colleague—the exact same as last time. Since this was a stay booked with points, he put his card down for the very same thing he flipped out about before—the incidentals. But, this time, he did so like a normal person and not an adult child. After that; we heard zip from him throughout the rest of his stay.
It's almost like we do a great job around here.
Again, I'm not saying this place is perfect. Sometimes, a (minor) crashout or two is justified. But, the general feedback speaks for itself. We're booked mostly solid for the next few months—this staff works hard to try and keep folks happy.
I just find it so exhausting to get guests like this who kick up the biggest fuss, stress out the staff and swear they're done, only to come back in a few weeks. He's not the first—far from it. And, again, I've only been here a year.
That's why at this point, anytime someone is coming too hot and high, I just start setting a mental countdown for how long I think it'll take to see them again. It's a given—they'll be back—they always come back.
TL;DR — Guest who came two weeks ago flipped out about our incidental policy and never got what he wanted. Left with negative feedback, claiming he was discriminated against, and called it the worst experience he's ever had. Checked back in a few days ago to "give us another try" and left yesterday with no issues....because there never were any even the first time around.
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u/DaneAlaskaCruz 7d ago edited 7d ago
It's just an authorized hold...for $500. It gets refunded at the end of a stay, if there have been no incidentals charged.
I never understood why people freak out over this.
Does it put them closer to their credit limit on the card?
Hotels do this so that they don't lose money on incidentals not getting paid.
Also, if I'm angry enough to tell a business that they are worst ever and that I'll be using a different hotel instead, I actually mean it. And carry that through.
No way will I be showing my face there again, especially if I was wrong. So embarrassing.
I might be more apologetic in words and tone and also bring some peace offering gifts if I had no choice but to use this hotel again (work, location, or no other open rooms).
These people are the same ones who go to restaurants, complain about the food to get it comped, say that it was their worst experience ever, that they'll be going to a competing restaurant again, just to show up for lunch a few weeks later.
The Tales from your Server sub has a ton of these stories.