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[Beetleboi -Greg-]

At what point do you tell someone no?

I had a guest come in from the airport and I already took off 60 dollars off his room.
I called him to let him know the shuttle was behind.
He comes in already unpleasant... which is normal for long flights, but he was out of line.

He asks for a rate which is lower than 60 which is the standard military government rate for our hotel. His was 89 from 129

I told him that's as low as I can go, and he begins to talk about how the shuttle guy took forever because he was doing other runs.

Am I wrong for catering to people who, rub me the right way for lack of better words?

Being at this hotel for 2 months this is only the 2nd customer I've ever had trouble with.

Losing my job for an unfriendly guest doesn't seem worth it to me. He was also giving the shuttle driver trouble too.

Yes I know this is off topic, just wanted to hear your guys thoughts on the situation.

-Greg-

[6T5 square]

I' ve worked in hotels for over 15 years and trust me there is no end to the a holes.

Make him feel that he is getting away with something by you giving him the $60 off (say, "make sure you dont tell anybody about this!"). If he had an issue with the shuttle, give him a phone number he can call to complain about the shuttle service (unless it's something your hotel provides)  that way you direct his frustration towards someone else. If your hotel provides it, appologize, and say to your self- what the hell does he want- it's free for cryin out loud?!

It will take a while, but you 'll get used to it

[Beetleboi -Greg-]

Shuttle is provided by the hotel. "The guest said what happens now that you were so late" the driver said "you had to wait longer". Ha ha. It's been pretty busy for a Thursday. I had a feeling seeing him walk through the door that I needed to lower the price to avoid conflict. Unfortunately airport and AAA rates are the same. We are expecting him to come down to leave any minute now.

[njgt-1]

Been self employed for around 23 years and the "Customer is always right"
BUT..
that doesn't mean he isn't an A-hole!
You did right but if he insist than its time to refer him to your supervisor. If you take it upon yourself to lower the rate below what the company will allow its your  mooning

Being polite and helpful is always the best move even if you want to throw the dork in a wood chipper its best to smile and say "yes sir" and its also good for job security since thats what the boss would want to see..

Some people live to push the "discount button" at every chance, those cheap bastards will try to knock a few bucks off at every chance if you give in then hes won but if you pass it on to the boss then the decision isn't coming back to bite you.

[rich67vw]

Beet,
For work, I have to fly once a month and have been doing it for many years, sometimes living in hotels for weeks on end.. If you are not flexible in todays world when it comes to travel, you are just going to drive yourself crazy, like that idiot you had.
I'd echo what was said above, route him to your supervisor, after you've given him the free bottle of water, a coupon for 10% off something useless, and a free wakeup call. Let the guy vent, all the while thinking in your head how you are going to fix your accelerator cable. I1t

To make you feel better, if I was behind that dope giving you crap waiting to check in, I love taking the side of the service provider and butting in, making the guy feel like a . I've done it many times before, and it's rewarding. in some sick way.   fig2 Shuttle drivers have as much control over traffic as a pilot in a plane.

[longjon]

I have worked in very nice hotels and ran resaurants. Sometimes ya just bite the bulled and give them what theywant. Even the mighty OX can not stop the buzzing fly :wallbash:! I once comped a whole table in NYC and just as the boss was about to get upset... he saw the table and KNEW right away Yeah no way were gonna win that augument in a CROWDED rest m-d.  ............. Or Read s#r Fear and Loathing in Las VEgas...Then,  Take the guy behind him in line and upgrade him to a suite and comp tix for the breakfast buffet! That will teach the prick! LAUGH@

[lovebus (jack)]

"Feel free to talk about anything not covered in a Forum below." Nothing is off topic in this forum.

The Hotel will always side with the customer and you will come out on the short end of the stick.

Give him what he wants.

[braidmeister]

To make you feel better, if I was behind that dope giving you crap waiting to check in, I love taking the side of the service provider and butting in, making the guy feel like a . I've done it many times before, and it's rewarding. in some sick way.

I know what you mean...

Greg,
The absolute ONLY thing that you have true choice in, on this earth is your reaction to situations...or more accurately, your response-ability. Let's not forget that grown men & women, for the most part, are 5yr olds running around throwing tantrums and trying to hook someone into their control drama. Just smile, do what you can, and if you wind up in the price/the world owes me something situation from a customer again, simply offer to find him a hotel at a lower price. Then call up the skunk motel around the corner and get the rates. It's your little way of saying  (90) with a  :icon_cheesygrin:

-Brady

[Beetleboi -Greg-]

Hey thanks guys, I'm not one to brag but I've always had great customer service and never lost my cool, it's just these customers some time. That guest that was total jerk came down nice as can been the next morning. I guess working in customer service you know how to act towards people who are in the same boat. Or maybe my parents just taught me that you don't get anything from freaking out... talk to dad about the Washington DC trip. Anyway, thanks for the advice. I've had a lot of great understanding guests so far today. A woman just offered me dinner but, I'm on a diet. =-(

[3Gear]

I never worked in the hotel biz but I was a waiter for many years. Wheneve I had that type of ahole, I made it a point to be nice to a obnoxious level, so much so that they know they a being an ahole, everyone else will see them as one too. I was  stoned# most of the time too, so I guess that helped...

[Beetleboi -Greg-]

LOL my good guest make up for the bad ones. It's even better when the other guest tell me that I handled it well.

[scarecrow]

Been in the Casino Hotel Business for 30 years. Your interaction with customers will be 80% uneventful, 10% will be with totally unreasonable jerks & 10% will be with people that are true pleasure to deal with.

[Yuma]

Hey Greg 

When dealing with jerks, be sticky sweet nice to the point that they
have nothing to complain about, it drives them freaking nuts.  c23
Because they know your on to them, and they can't push a point
any further.  777

It also helps to go into a back room and scream, after the fact  m-d 

Don't ever hold the frustration, let it go  !5!   

Yuma  ( Sonny ) 



 

[Beetleboi -Greg-]

We had a front desk meeting with the hotel manager and he said he approves of screaming in the bathroom, he use to work front desk and knows what we have to deal with.

[njgt-1]

Been in the Casino Hotel Business for 30 years. Your interaction with customers will be 80% uneventful, 10% will be with totally unreasonable jerks & 10% will be with people that are true pleasure to deal with.

Same rules apply to business. I've been plugging away for at least 30 years and I've learned to not expect anything from most customers ( about 80% ) except a pleasant transaction. In todays market sometimes thats enough!