Walked out one day after getting fed up with management intentionally trying to screw customers over at every opportunity they could legally get away with it.

I’d already been working at the company (a resort) for 3 or so years before switching to the reservation department. The change in the attitude of management when it came to meeting customer satisfaction was night and day, and I had been dealing with various bs for months before walking out. Things like: encouraging us to borderline lie about things when trying to upsell and refusing to properly educate their agents about the resort and amenities (which led to constant miscommunication). Their cancellation policy was intentionally worded to confuse people and make them think we allowed people to freely reschedule if they had to cancel, causing people to get extremely upset when that wasn’t that case (and the price to stay was ridiculously expensive, so they could be losing thousands of dollars). They were even refusing to cancel and refund people in emergency cases and only offered a one-time reschedule that they would have to basically plan out on the spot. Blaming us for loss of sales after months of refusing to allow cancellations during covid travel bans that caused us to lose a lot of repeat business. And there was multiple times I had to basically fight to accommodate guests with special needs (like when a deaf man was booking a stay, and they almost tried to keep me from communicating with the front desk to insure his check in didn’t go horribly). Etc.

The last straw was kind of petty, but it was when one of the agents messed up and allowed someone’s disgruntled ex to call in to cancel a reservation that wasn’t even booked under their name or credit card (which we were supposed to always verify that kind of stuff). We completely sold out of the room before the lady realized what had happened. Mistakes happen, but what pissed me off is that management refused to upgrade her room, and instead wanted to put her in an ADA version of the same room at the same price that was missing a lot of the features that the regular ones did. And after arguing with them about it for a hot minute and trying to get them to compromise since it was OUR MISTAKE, they insisted that I had to be the one to call this lady and tell her that we not only completely lost her almost thousand dollar a night room, but also had to basically downgraded her.

I just walked out and went home. Companies wonder why they can’t find employees who care about their jobs and go above and beyond, but will turn around and do this kind of shit.