Don Draper
Well-known member
- Joined
- Aug 10, 2008
- Messages
- 2,863
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About a month ago we took a reservation for a very busy fall weekend, the woman took the last room we had available which had only a double bed. I remembered from my conversation with her that she asked if anything larger opened up to let her know, as her husband is very tall and he would be more comfortable in a larger bed.
Fast forward a few weeks, we get a cancellation in a Queen room for that same weekend, I remember my conversation with this woman and call her to see if she would like the larger room. I left her a voicemail with the rate of the larger room and asked her to call me back if she wanted to change.
She did call me back, was grateful that I remembered she wanted a larger room, and we made the switch. We also made a bunch of arrangements for tours, dinners, and an in-room fruit basket as a surprise for her husband.
During the actual dates of her stay my husband and I were away and our innsitter was here. I realized today when I was doing my sales tax report that the woman pulled out her email confirmation to show my innsitter and stated she shouldn't be charged the higher rate. My innsitter (rightfully) recalculated her bill at the lower rate and sent her on her way.
This is ALL my fault, I should have reconfirmed the changes in writing, but I really didn't think i needed to as at that point her stay was less then a week away. This lady absolutely knew what she was doing and I highly doubt she would have even tried it had we been here. It's nothing, less than $50 difference, but when I think of the consideration and extra time I gave her, it just REALLY makes me mad.
I know there's absolutely nothing to be gained here by confronting this person, lesson learned and I'll move on, but it just really chaps my hide that shot got away with it.
Harumph!
Fast forward a few weeks, we get a cancellation in a Queen room for that same weekend, I remember my conversation with this woman and call her to see if she would like the larger room. I left her a voicemail with the rate of the larger room and asked her to call me back if she wanted to change.
She did call me back, was grateful that I remembered she wanted a larger room, and we made the switch. We also made a bunch of arrangements for tours, dinners, and an in-room fruit basket as a surprise for her husband.
During the actual dates of her stay my husband and I were away and our innsitter was here. I realized today when I was doing my sales tax report that the woman pulled out her email confirmation to show my innsitter and stated she shouldn't be charged the higher rate. My innsitter (rightfully) recalculated her bill at the lower rate and sent her on her way.
This is ALL my fault, I should have reconfirmed the changes in writing, but I really didn't think i needed to as at that point her stay was less then a week away. This lady absolutely knew what she was doing and I highly doubt she would have even tried it had we been here. It's nothing, less than $50 difference, but when I think of the consideration and extra time I gave her, it just REALLY makes me mad.
I know there's absolutely nothing to be gained here by confronting this person, lesson learned and I'll move on, but it just really chaps my hide that shot got away with it.
Harumph!