Had a guest check in today. Said they had a reservation, I looked and of course there was nothing under today. So I type in their last name and it brings them up for last night... They were no showed.

I start to explain to the woman that there was a mistake and the date was entered wrong, but I would go in and get her in for tonight and refund her ( Read more... )

How does your hotel handle discount/refunds to guests who have prepaid on 3rd party sites? For a long time we would tell the guest to go back through that sites customer service. Then we began asking the guest for their credit card and doing the credit right from our system. What do the 3rd party sites actually want us to do?

Get a call from a guest who "stayed" with us earlier in the week. He claims to have checked-in to the hotel for two nights and then met a "friend" in the casino that he stayed with instead. He claims he never stayed in the room because he stayed with the "friend". Now he's disputing the movies and room service charges on his bill because he doesn't ( Read more... )

I spent an hour fighting with the cashier tonight only for everything to (somehow) magically balance perfectly despite counting the drawer 15 separate times (I kept the count sheets) and getting different totals each time. I effing hate the cashier.

( And a story; cut for language )

Over the weekend we had a family staying with us in a SMQQ room, we also recently upgraded our MSI System (the operating system we use here at our lovely little shitbag hotel.) So on Saturday at about 1600 hours some dude with swollen red eyes and wearing a flimsy looking neck-brace comes to my front desk, he complains that his toilet is backed up ( Read more... )

See, back before bossman was the bossman and Expedia still sent us checks instead of credit card numbers, old bossman would have me post the payments in the computer. I would go to each individual account, remove the safe fee, and post the payment onto it. I had to do this for the account of every guest that booked with Expedia when the checks ( Read more... )

Dear Room 628,

The answer to your personal problems is NOT to take your "hommies"  (all 15 of them) out into the hallway to beat up some other "hommie" of another troop...company...party...or whatever you GI's call your groups.  Yes, I realize you fight for my freedom, but I am doing you a greater, immediate favor by successfully fighting my urge to ( Read more... )

I've been just a reader for a while now with this community and I need some opinions and help ( Read more... )

Sometimes the lower the occupancy, the crazier things get. Scammers come out of the woodworks and complain their way to comp rooms, complimentary upgrades.

This weekend we are selling at a holiday rate of $129. Because this is considerably cheaper than our usual rates ($179 weekends, $249-$269 weekdays), we are getting quite a bit of transient ( Read more... )

x-posted to customers_suckThis weekend was *NOT* a good weekend. We had a group, and the managers had an idea they were going to be a problem when they booked the group... so I knew it was going to be a bad weekend. I spent much of my weekend trying to explain policies, etc. They were all from a very small town and didn't think they should have to pay for ( Read more... )