Proud Texan
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- May 30, 2008
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Individuals that make reservations over the phone, I find, have never seen our website, never read our policies, don't know where we are located, etc. etc.
I had a jerk call and make a reservation today and most of the above listed information applied. I explained our cancellation policy over the phone and he agreed to that and explained that our other policies are listed online and that I would be sending him a copy as well with his confirmation.
Fast forward 2 hours. He calls and wants to check in two hours earlier than our normal check in time. I explained to him, that we don't allow early check ins. "Why?" I should have just said "Because that's our stated policy", but like an idiot tried to explain it to him. "Well, couldn't you do this?" or "Couldn't you do that?" "No. That's why we don't allow early check-ins"
"Well you're not very accommodating to your guests! I want to cancel my reservation!!!" "O.K., but there will be a $25 cancellation fee." He wasn't happy about that.
What I wish I would have said is "Strictly speaking, you would not be my guest until the 3 p.m. check in time." PITA!
I had a jerk call and make a reservation today and most of the above listed information applied. I explained our cancellation policy over the phone and he agreed to that and explained that our other policies are listed online and that I would be sending him a copy as well with his confirmation.
Fast forward 2 hours. He calls and wants to check in two hours earlier than our normal check in time. I explained to him, that we don't allow early check ins. "Why?" I should have just said "Because that's our stated policy", but like an idiot tried to explain it to him. "Well, couldn't you do this?" or "Couldn't you do that?" "No. That's why we don't allow early check-ins"
"Well you're not very accommodating to your guests! I want to cancel my reservation!!!" "O.K., but there will be a $25 cancellation fee." He wasn't happy about that.
What I wish I would have said is "Strictly speaking, you would not be my guest until the 3 p.m. check in time." PITA!