Madeleine
Well-known member
- Joined
- Sep 29, 2011
- Messages
- 7,990
- Reaction score
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How about this: 'I tried to make a reservation here but we never got our confirmation, I hope you have a room for us.' vs 'We tried to make a reservation but your system is broken.'
Or, 'I made a mistake on my reservation, I picked the wrong date, can you change it to Sunday instead of Monday?' vs 'I made a reservation and as soon as I hit 'enter' it changed the date on me. Fix it.'
Case A: the confirmation was sent an hour after they booked the room. Deposit taken. If they didn't get it, why not try an email or a phone call instead of the attitude at the door?
Case B: Sorry, no matter how hard you try you cannot enter one date and have the rez system move you to a different date by hitting enter.
Civility in action: guests this morning realized they had not set their watches to Canadian time for their departure today. Realized at 6 AM that it was 7 AM at home and they were going to miss their flight (departing from NB). They apologized up and down, sorry they would miss breakfast, everything was lovely, gotta go! Much better than just leaving with no information.
Guy whose kids smeared jam all over the white bedspreads owned up to it and offered to pay, just let him know how much I was going to charge his card for.
Guest needed a work surface for a project and asked if it was ok to move the desk in her room to a different location.
Or, 'I made a mistake on my reservation, I picked the wrong date, can you change it to Sunday instead of Monday?' vs 'I made a reservation and as soon as I hit 'enter' it changed the date on me. Fix it.'
Case A: the confirmation was sent an hour after they booked the room. Deposit taken. If they didn't get it, why not try an email or a phone call instead of the attitude at the door?
Case B: Sorry, no matter how hard you try you cannot enter one date and have the rez system move you to a different date by hitting enter.
Civility in action: guests this morning realized they had not set their watches to Canadian time for their departure today. Realized at 6 AM that it was 7 AM at home and they were going to miss their flight (departing from NB). They apologized up and down, sorry they would miss breakfast, everything was lovely, gotta go! Much better than just leaving with no information.
Guy whose kids smeared jam all over the white bedspreads owned up to it and offered to pay, just let him know how much I was going to charge his card for.
Guest needed a work surface for a project and asked if it was ok to move the desk in her room to a different location.