Hotel guest’s teen daughter demands staff downgrade and move other guests out of their balcony rooms so her parents could have one, but front desk employee refuses: ‘Rooms with a balcony are more expensive anyways, so we don't just give them out’

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  • Daughter of guest demands I downgrade other guests for them

    close up portrait of a young woman looking frustrated and upset
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  • I get called down from a talk with our GM because guests are being a pain in the a with my coworker and she needs backup.
  • They're outside when I show up but my coworker clues me in: they booked on a third party website and added the wish "balcony",
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  • because you can't book a balcony on said website. I don't know how other hotels handle it, but for us, a wish is a wish.
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  • close up portrait of a young woman looking frustrated and upset
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  • If we have the possibility, we will accommodate said wish. If not, tough luck. Rooms with a balcony are more expensive anyways,
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  • so we don't just give them out nilly . When they come back in, they're still p ed and said they called about a week ago
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  • and asked if they could get a balcony, our apprentice apparently told them he'll see what he can do and left it at that.
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  • They said, they would have cancelled if they had known they wouldn't get one. Unfortunately, we're almost sold out today (it's the dang summer holidays)
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  • close up portrait of a young woman looking frustrated and upset, almost in disgust, standing outdoors
  • and definitely sold out tomorrow, they're staying til Thursday. So although I really wanted to help them, I couldn't and told them as much.
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  • After some grumbling, they paid and went up. We think it's all okay, because honestly, even if they had refused to check in, they still would have had to pay 90% of the price.
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  • Most guests just keep quiet and instead resort to nitpicking everything else instead. Well, everything is not all okay, because my coworker gets a call,
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  • and apparently it's the daughter of the couple (they're here with their granddaughter). My coworker tries to talk to her but ends up giving the phone to me
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  • because she doesn't know what else to do. She tells us, her parents are heavy smokers and *need* the balcony because her mother also has mobility issues
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  • and her daughter is crying because they want to leave again due to not having one. I say I'm very sorry but there is nothing I can do since we're booked solid tomorrow
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  • and I have no rooms with a balcony left. She goes on to say they called 2 days ago (*wasn't it a week??*) and they were promised a balcony
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  • (*I thought the apprentice only said he'll see what he can do??*). Again, I tell her I am sorry but since I don't have anything in writing, there is nothing I can do
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  • (because let's face it, guests will lie about everything to get what they want). Then she says, but she sees on schmooking that we have rooms left!
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  • I check as well, and as I figured: no, it shows entirely sold out for the duration of her parents' stay. Of course she won't believe me and says "but it says right here, room with a balcony and I can pay for it!"
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  • I tell her "go ahead and book it then, but I tell you right now, we don't have anything left, schmooking tells me as well and you parents will not get that room."
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  • She keeps arguing with me and then hits me with the: "I used to work in reservations too, I've spent 18 years in that job. There is always a way."
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  • It takes everything in me not to groan because why does everyone suddenly come from the hospitality business when they can't get what they want?
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  • I continue "I get that, but there is literally no way for me *because I do not have any rooms left*." She gives me the same spiel, which only me off more
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  • because my GOD why would I spend literal minutes of my life messing with guests instead of giving them what they want *if I could just do that*. Then she also continues to tell me there is no need for me to be so aggressive,
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  • which I wasn't because that's really just being exhausted by the stupidity. Again "There is always a way." Okay. You're killing me right now.
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  • "Ma'am, how many times do I have to repeat myself? | have no rooms left! *I have no rooms left!* THERE AREN'T ANY MORE ROOMS WITH A BALCONY!
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  • If you can't understand that I am sorry but I. Do. Not. Have. Any. Rooms." I really just wanted to hang up on her but decided against it, for whatever reason.
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  • That, and I really wanted to ask her if I should just pull a room out of my a God I wish I could say that... "But there is always a way! Maybe switch-"
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  • No. You are not suggesting what I think you are suggesting. "Okay, ma'am. Are you really telling me I am supposed to downgrade another guest, who booked with a balcony
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  • and paid the responding price for that, then have them get mad at us and leave because your parents want a balcony?" "No, that wasn't what I was saying! But you'd rather my parents check out now?"
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  • Some people's nerve, because that was *exactly* what she was saying. "Well, if they want to, they can leave. How many more times do I need to tell you,
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  • I don't have any more rooms! They can sleep in the lobby if they want to and have access to the outside 24/7 but otherwise I do not have a single room left!
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  • I'm not going to screw another guest over to appease yours!" She then has the audacity to tell me I'm taking it too far and I am out of line.
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  • Maybe, but how else am I gonna get it into your head that I. Do. Not. Have. A. Room!" She hangs up after I tell her this is done and she asked for my name.
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  • I tell her she is free to complain about me and to have a nice day The parents are still here btw, and I could hear them grumble about how we are when they passed by after dinner.
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  • They booked in *January*. If a balcony is that important to me, I make sure I get it right when I book and not a week? a few days? before I arrive.
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  • Maybe I lost my cool a little bit, but it took two people and at least 5 minutes + some rudeness to get her to realize we won't budge because we literally can't!
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  • Btw, after 8 years in this job, I feel like I finally got initiated into the circle of FDAs because while I've had people ask it once, I never had someone like this.
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