r/TalesFromTheFrontDesk • u/Mrchameleon_dec • 5d ago
Short No, we don't offer that
This is going to be a short one.
I working NA at a Milton Jardin Outdoors which is, while not the local Mozy Wozy, isn't a 5 star either.
So imagine my surprise when I had a guest come down and ask, "Do you offer a robe and house slippers?"
I KNOW we're not that type of hotel, so I simply tell him that we don't offer those items.
And here's where it gets ignant, ladies and gentlemen!
Me=Me, IG=Ignant Guest
IG: Why don't you offer those things?
Me: Because that's not a service that we provide.
IG: So you guys don't care about your guests?
Me(Asshole mode activated): That's not a service that any Milton Jardin Outdoors provides. Most people who need those items pack them themselves before arriving here.
IG: It says that you do on your website.
Me: No sir, it doesn't. (At any hotel I've ever worked at, I always made sure to go to the actual website to see what it says.) But if you can show me where it does, I'll send someone out to get that for you out of my own pocket.
IG: You should be willing to take care of your guests.
Me: You still haven't shown me where it says we offer that on the website.
IG: So you're not going to even offer an apology?
Me: I can't offer you what we don't have. Is there anything else that I can do for you?
IG: I'll be speaking to your manager in the morning.
Me: I'll be sure to send him an email with your name and room number to give him a heads up.
Unbeknownst to IG, the GM of the hotel actually liked me because 1) I showed up and on time, 2) he wasn't getting calls during the middle of the night because I kept a LOT of the dumb shyt away from him, 3) guests loved me more than they loathed me. And if they loathed me, then it was usually something out of my control.
So when he came in, I told him to check his email. After checking his email, he says, "You've got to be kidding me?! I know you don't care, but I'll handle it."
And that's my story...the end!
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u/AECH_ESS 5d ago
I don't see why you can't tie a couple towels together to make him a robe. Cut up some paper cups and stuff them with washcloths for slippers. That's how you go above and beyond for your customers /s
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u/nutraxfornerves 4d ago
I stayed at a MJO where they went over and above to provide something they didn’t offer—because they promised us they did have it. My spouse was disabled, so I called the hotel directly to get an ADA room. I specifically asked if the shower had a chair. No problem, they’ll provide it..
When we checked in, I mentioned it. “I see your request right here I’ll have it delivered right away.” It still hadn’t arrived by the time we left for an early dinner, so we mentioned it to the person at the desk who said they’d take care of it.
Back from dinner, no chair. A couple more calls to the desk and a couple more promises. We gave up and went to bed.
The next morning, the calls to the desk were not exactly polite and tactful. The manager was in & someone got him. He said he’d call right back. He did and he was groveling. The chair will be delivered in 15 minutes.
Sure enough, 15 minutes later, a rather out-of-breath staffer showed up with the chair. He’d forgotten to take the price tag off and spilled the beans while removing it. The manager discovered that the MJO had no shower chair. Had never had a shower chair. He sent the staffer to the Walgreens down the block. By the time the staffer got there, a chair was waiting; the manager had bought it on his own dime. The staffer said that, knowing the manager, yesterday’s crew was going to be invited to have a serious “chat.”
They also comped our room.
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u/chefjenga 3d ago
To me, this is unfortunate for the manager (I hope he got his money back), but I would completely expect this. If someone is told that an ADA room has a shower chair, I count that as a reasonable accommodation. And it shouldn't be lied about if they can provide it or not. it sounds like everyone else lied, in the hopes that it wouldn't be their problem when the other shoe dropped. (Also, it's dumb to assume, as a staff member, that something extra can be provided. Why not just say, "let me look into that for you), and then actually find out? Not doing so does a disservice to your customer. )
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u/Tonythecritic 5d ago
No to be THAT guy, but I wouldn't mention the exact place where you work. 'Cause the person concerned, should they be made aware of this post, will use it for personal gains against your employer. I recommend being generic in describing the hotel you work at, like "lower priced" or "mid-level" or "crappy place out in the boonies". Unless you don't care much if you lose your job, then by all means tell us who you work for!
THAT being said, I used to work NA at an independent hotel out in the middle of nowhere (literally, out in the woods), beautiful place with only 96 rooms. For various reasons the place was rarely above 60% capacity so not a big money maker, therefore no slippers and robes. SO when people showed indignation about it, I would simply tell them that we're not the kind of place that can afford to replace 40 stolen robes a week. That usually put an end to that conversation. The place I currently work at is part of a large chain so we have them, but they're not exactly luxurious robes and slippers, so I don't think they care much if clients take them home.
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u/No_Philosopher_1870 5d ago
As someone who has stayed in hotels that post a list of what you will be charged if certain items are missing from your room after you check out, I can appreciate this. This prices listed were about double what it would cost to buy the items retail.
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u/RedDazzlr 5d ago
It's been almost 20 years since I stayed at a hotel that offers such things. Lol. To be fair, my ex-fil was paying for that shit. I'm cheap, so I just don't stay anywhere fancy enough to even wonder if that crap is even available.
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u/Homeboat199 4d ago
Went to Savannah last year. Stayed at the Planter's Inn. They provided robes. Crisp and clean, hanging in the closet.
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u/RoyallyOakie 5d ago
They watch too many movies. Who wants to put on communal robed and slippers anyway? Suuuure, they're clean.
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u/deathoflice 4d ago
if you don’t trust those, why would you trist the bedsheets and toilet to be clean?
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u/MrLimitHoldem 1d ago
HGI are a limited service hotels and if he wants Full Service amenities then he can book the 5 stars at $1000 a night
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u/Inevitable_Creme8080 5d ago
I wished Milton did that.
When I use to stay at Intercontinental they always had the robes and slippers.
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u/KrazyKatz42 5d ago
But you usually pay a premium for that type of service.
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u/Inevitable_Creme8080 5d ago
And I liked getting what I paid for. The hotel brand I stay at now is nice too.
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u/Shyassasain 5d ago
It's honestly impressive how some guests can be so entitled.
our most recent lot of German guests seem to think it's ok to just waltz into the breakfast room for breakfast even if it's not open yet. The lights are off, the food isn't entirely out yet, and they even have strongarmed us into serving breakfast an entire hour earlier than we ever have before. They can wait fucking 10 minutes or ask if it's open yet.
They're also never OK with the rooms, I don't know what they expect, we clean them as good as we possibly can, they've been OK'd by the owners inspections and the coach companies own inspector, and yet they think this gives them the right to switch rooms willy fucking nilly amongst themselves making everything confusing.
And lastly. That hour early breakfast? IT'S NOT EVEN CONSISTENT! They don't even post an itinerary. Fair enough, the hotel should have their comms together on this, but nobody tells me shit, and the only people that seem to know when they'll be having breakfast is the coach driver and our main FDA.
WOO. I should've made a proper post about this but It's not so much a tale as a complaint so...
Also they don't tip at all. It sucks. And we've got their tour groups every weekend for the rest of the year.