Pollyanna
Well-known member
- Joined
- Apr 2, 2010
- Messages
- 126
- Reaction score
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A have a very pregnant young lady who had booked for only one night for a wedding and I gave them a free early check-in to get ready for the wedding. This AM JUST before breakfast, she takes me aside and describes a night in hell in one of our nicest rooms and says they are leaving without breakfast. The only thing legit she said was that they ran out of toilet paper. Gee, I thought one giant extra large Northern roll and a half a roll on the dispenser was enough for midnight - 8 am occupancy. They used the kleenex instead so no biggie. Then she says it was FREEZING in there. I just went in to check and it's 67 degrees. People usually like it a bit cooler at night. Plus, she described a sort of "alarm" a sustained tone that kept going off and on all night. That room was occupied the night before and there was no problem. She said it was the worst night she ever spent anywhere. The fire alarm batteries are fresh and they don't sound like that, they do the little chirping thing, not a tone. I just tore apart every inch of her room and there is nothing left behind by anyone that would make such a noise. The alarm in there was off and wakes with flashing lights then music not a tone. Her description of how horribly awful her stay here was over the top and she even got teary eyed. I've never ever in 6 years of having guests heard anything like this. They usually get up and rave about the mattress. And right before I have to cheerfully serve everyone at the table!
I talked her into staying for the wonderful breakfast and offered her a complete refund. Now I feel like I'm being taken. She's having a jolly time in there with the other guests. What would you do? We have 62 perfect 5 star reviews on TA and one obviously nutcake 2 star. I guess if she leaves a poor review (she mentioned TA) I'll just reply. She didn't demand a refund, just wanted me to know how hellish my place is. What do you think happened here? She claimed her husband was freezing too. He hung in the background and helped himself to coffee and said nothing. Full refund and then forget about it and go on?
Geez, this kind of stuff makes me want to move on to another line of work....
I talked her into staying for the wonderful breakfast and offered her a complete refund. Now I feel like I'm being taken. She's having a jolly time in there with the other guests. What would you do? We have 62 perfect 5 star reviews on TA and one obviously nutcake 2 star. I guess if she leaves a poor review (she mentioned TA) I'll just reply. She didn't demand a refund, just wanted me to know how hellish my place is. What do you think happened here? She claimed her husband was freezing too. He hung in the background and helped himself to coffee and said nothing. Full refund and then forget about it and go on?
Geez, this kind of stuff makes me want to move on to another line of work....