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Saturday, December 10, 2022
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“KAREN” MAKES PROBLEMS FOR HOTEL, CALLS & ASK FOR MANAGER WHEN SHE IS TALKING TO THE GM

So a lady calls to state she had a reservation for today and wanted to see if there’s anything left to be done or if she needs to put her card on file (don’t ask).

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I look her up and she doesn’t have a reservation for today. She has two reservations for tomorrow so I inform her. She says she just needs one so I confirm her stay info so I could cancel the wrong reservation (because they had separate check out dates).

All that’s taken care, so I turn to her reservation today. We only have two rooms left, so I told her the rates and she ended up taking the higher price room because idk.

All was happy and merry. The rate was a bit high but it’s the weekend, it’s two beds, it’s our last rooms. But she knew that and didn’t mind.

Then … she calls back a few minutes later all frustrated. She said that she wanted to cancel all her reservations and she was never going to stay at the hotel again. I tried to get her to explain what’s going on but she didn’t respond (she didn’t hang up since I heard her car). So after calling her name a few times, I just hung up.

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A few minutes later … guess who calls. She wanted to speak to “Mary” because of all these issues she’s having with the reservations. Like she thought we were throwing her in random rooms, quoting high prices, blah blah.

Anyway, she wanted to speak to “Mary”. That’s me (I think?). So I tell her. Nope. Apparently that’s not me. Well F me. I didn’t know. Who am I then? I was going through an identity crisis when …

She said, “no the person making the reservation told me to talk to “Mary” who is the GM” (she even spelled my name out). I told her that I’m the GM and I’m the person to talk to.

She got all rude. No. That’s not you.

So then I’m like I’m the one who just caught the error. If there’s something I can help you with …

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Nope. She wanted to talk to “Mary” and no one else.

So I told her to call Monday during my colleague’s shift because she took the reservation. Nope. She wanted to talk to “Mary” and no one else because colleague said that I am the GM and I can help her if anything goes wrong (which I would have done obviously).

At this point, she doesn’t want to get help. I don’t want to help her anymore. So I tell her that her reservations have been cancelled as requested and given her rude behavior (high voice, yelling, blah blah), I will not be helping her.

She hung up the phone. It’s been more than a few minutes since this happened, so I think it’s safe to say she ain’t calling.

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