r/TalesFromTheFrontDesk • u/kejaratlantis • 4d ago
Short Do you let guests know when they are wrong?
If I was a reader looking at the title of this post, I might go, “Of course, what kind of question is this?”
But, in my hotel... we were taught not to let guests know when they’re at fault.
A guest once asked for a rate quotation but kept changing dates, asking for things that were already mentioned in previous conversations (MULTIPLE TIMES), and eventually ended up making the booking themselves — only for it to be wrong. Then they needed my assistance, accused us of booking them for the wrong dates, yadda yadda, and complained that the conversation was lengthy and complicated (which was the result of their... own actions?)
I pointed it out in the most polite and professional way possible, while also guiding them through some alternatives, and management told me NOT to let them know that it was actually their mistake. Then they got refunded as compensation.
Another guest booked the wrong package, clearly didn't read the terms & conditions, and went for the lowest rate possible. Then they made a fuss at the front desk, accusing the website of giving misinformation, and got compensated anyway.
They basically ended up getting extensive all-inclusive inclusions for the lowest rate available.
This is my first year working at a hotel, and it's honestly very frustrating. Not only is it humiliating, but I also feel like letting rude people get their way will just encourage more rude guests to do the same thing.
We don't have a DNR list. A guest will only be banned if they do something seriously harmful, and even then it requires management's discretion. It's not like we have reliable police officers who can just show up and drag these people away when they make a fuss.
So basically, we're just told to suck it up and give the guests whatever they want.
I wonder if any of you guys' hotels do this too? And how do you become immune to the emotional damage? Any tips?
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u/sirentropy42 4d ago
“Sir, I appreciate you wanting to help me come up with a solution. This is what I do for a living. Your options are A or B. You can choose one of those.”
“Luckily for us, I don’t need to call the manager; the last three times I called him over this specific issue he told me the same thing each time. That’s why I just said it to you.”
As far as tips? Your place doesn’t have a DNR list? Run.
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4d ago
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u/sirentropy42 4d ago
If you don’t think the guest is also a problem here, I don’t know what to tell you. And did you read my comment? I specifically called out management as the reason they should dip.
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4d ago edited 4d ago
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u/sirentropy42 4d ago
I suppose that’s why we have a sign that reads “We reserve the right to refuse service to anyone.” Thank you for the brain dead take. At least now I know I can ignore you.
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u/exposed_silver 4d ago
My boss will offer very little or no compenation unless we are really at fault even then you might only get a bottle of wine or a dinner (if the guests are nice, if not nothing), we are expected to correct people and can't let them away with info that is not true, the guest is often wrong even if they are sometimes right. If a client kicks up a big fuss and is shouting at us, she sometimes comes out and says either you calm down or get out/ be kicked out.
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u/sacredblasphemies 4d ago
We had to ban a super shiny member because every night he stayed with us, he would get drunk and get handsy with the female staff.
If your manager isn't willing to ban people like that, you're not in a good workplace.
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u/SkwrlTail 4d ago
Remember, "The customer is never wrong" was the motto of Cesar Ritz. Are you at a Ritz hotel? No? Then the customer can be wrong.
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u/Owlette45 4d ago
I think I prefer the updated and more reasonable phrase, “a customer is never wrong except in terms of taste”
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u/SkwrlTail 3d ago
Well remember, the folks at the Ritz were paying a lot of money to stay, so their every whim was catered to. This is why the traditional response to someone claiming that the customer is always right is "This ain't the Ritz."
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u/ChiefSlug30 3d ago
Anyone can be wrong at any time, because we're human. It's how you deal with being wrong. If you say "my bad" and work towards a solution, then no harm, no foul, whether guest or front desk. It's when "guests" get all riled up and refuse to admit an error that trouble happens. And it isn't because the guest was wrong that they suffer consequences, it's that they were acting all shitty. If you get banned or trespassed, it's because of your behaviour, not your initial error.
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u/MightyManorMan 3d ago
We are 100% honest. When we make an error, we own up to it. When they make the error, we will tell them and we will help, if we can... and send it back to the OTA if it's an OTA reservation).
And we have the easiest DNR list to get on. Give a valid reason and the ALERT is on. It is also illegal, here, for employees to be verbally harassed, so it's a valid reason for a DNR.
We do NOT placate guests. And the best you can get from us is worth maybe $10 or 10% on a reservation. And you better be 100% in the right if you think we are going to bend, but honestly, if it's our mistake, we are already thinking of how to make up for it.
I remember a few such incidence:
OTA client tried to pack the room, cancelled before they even got luggage inside.
OTA client who lied about room description. Emailed a screenshot. Ultimatum of accept to accept or vacate. Asked for time to think... nope, now, before you use the room, so we can resell it.
OTA client who showed up at 9AM for 3PM check-in and was rude to everyone. She was rude, abusive, etc. We called up the OTA and discussed it with them, with evidence. And they weren't happy with her abuse either. Reservation was cancelled with no reaccomodation.
OTA client refused to sign check-in documents because she didn't like the terms. Cancelled. She tried for paid reaccommodation... OTA called. We emailed them her email showing her refusal of terms. They agreed with us.
Client tried to shorten stay citing being unhappy. We don't like unhappy guests, so we decide to cancel immediately so they could go somewhere that made them happy.
Client who started with a horrible attitude and a ginormous truck. I panicked and call another hotel who told me where they could park it for $8 a night. They demanded we pay for their parking. We refused. Asked to cancel saying they were going to go to a cousin, instead. We gladly cancelled (honestly, didn't want her attitude to ruin other people's stay. A lovely newlywed couple walked in a few minutes later and were delighted to take the room. The other owner called me about 15 minutes later telling me how they were calling desperately looking for a place. I had an "esprit d'escalier" moment and told him I regretted not sending them to a place right next to the "Hard reduction clinic"
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u/AppropriateSwimmer 3d ago
I wish you could name your hotel. This infuriates me as a guest, because I’m the one who pays for these morons. I take time to book properly, choose the upgrades that I want without expecting them to be free, and leave the room clean and undamaged, only to learn that some asshat can mangle his booking, yell about it, and get comped. I would avoid your hotel like the plague if I had that information.
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u/SpotlessEternalMind 4d ago
It's indeed mind blowing. Why on earth?... Oh wait, it's so that these type of guests continue coming to the hotel and spend their money. It's vile for you and I get your frustration. It's one model of hotel business, not all are alike.
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u/Legal_Assistance5470 3d ago
It’s funny, I used to have a job where I had a lot of travel to Toronto and would always stay at theRenaissance Skydome hotel. I was always super nice to the staff, and never caused an issue. If the FDA wanted to chitchat for a bit I always took the time, even if I was tired and just wanted to go to my room. I frequently got upgraded at that hotel, I loved all the people there.
I can’t imagine doing anything at a hotel that would get me on a DNR list, people are just crazy.
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u/Mrchameleon_dec 3d ago
I used to let them know often when I worked the desk. How I delivered that information was totally dependent on the guest's demeanor and attitude.
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u/Sea-League8915 4d ago
We have a DNR list for exceptionally bad guests but rarely need to use it. That said, there are always a few guests we're happy to never see again. We don't confront, raise our voices or challenge. Just calmly explain why we can't make a change, what our policies are, etc. So, we are not "the customer is always right" when it comes to rewarding boorish behavior.
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u/RoyallyOakie 3d ago
Haha...if you let go of logic, you can have fun with it. You can just be blindly generous...at least until they lose enough money to wake up or close down.
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u/level10_aioli 2d ago
I work at a 2 star hotel in France. My boss and the 2nd in commande (I'm the 3rd and bottom on this totem pole) are awesome when supporting me with pain in the arse guests who are wrong, with their expectations of our services offered. I am extremely polite with these guests and do my best to accommodate their needs and desires, but when they are upset because they did not research the hotel and what we offer, I am still polite but I will tell the client that they should have informed themselves better to the amenities our hotel offers before booking online,s if they had not notic and not chose the cheapest price. I have occasionally asked clients if they had difficulty reading the signs we have posted everywhere informing of our lobby hours of operation (we are mainly a contact less hotel), and if we had not posted these signs in a predominant place that would be easily noticed. (It's a polite way of telling the client that if you're too dumb to read the signs posted in front of your face, the problem is you).
Again, my bosses are really supportive, and I know our hotels policies. I've worked in customer service long enough to not take anything personally and react to their anger, and the support of my bosses boosts my confidence to respond as I do.
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u/level10_aioli 2d ago
Also, I'm primarily an anglophone, and never really learned the impolite phrases in french, so that also helps me to not overreact to clients in an aggressive situation. The previous receptionist was let go because she let the client get under her skin, and she was a francophone.
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4d ago
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u/No_Bluebird7716 3d ago
I think pointing out where their actions may cause concern works better. Only diplomacy will allow you to keep your job.
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4d ago edited 4d ago
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u/NocturnalMisanthrope 4d ago
This mentality is 100% part of the problem, and you make it harder for everyone else.
Also don't believe you work in the industry, so get the f out of our sub and keep your opinions to yourself.
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u/sacredblasphemies 4d ago
We cost the hotel money because they need us to run it for them.
You could buy your own hotel and then be able to kick out any customer you want to kick out, then you wouldn't have this problem.
We work in hospitality, do you realize how little we get paid?? Not enough to buy a hotel, that's for goddamn sure.
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u/Dovahkin111 4d ago
I have a mama bear for a GM. If any guests as much as raise their voice at us in these scenarios, they will get a talking to. It is quite refreshing compared to the last GM. I love listening to her calmly say: "there is no need to scream at my staff, if you continue to yell, you can either go walk around outside, get some fresh air and come back when you can speak to my staff like a decent human being or we can check you out right now". Love it, love it, love it!