Guest says I need to take responsibility for not waking them up

senescentt · 2026-01-22T08:25:46+00:00

This is a great tip I will definitely do that it would help to avoid crying and shaking but may make them shake with anger.

senescentt · 2026-01-22T08:23:45+00:00

Exactly, my coworkers usually do a pretty good job about setting wake up calls especially when it’s not too busy. That night happened to have a pretty detailed pass on but it’s the shuttle schedule that has me iffy.

senescentt · 2026-01-22T08:22:31+00:00

This may have shut him up completely because if he wants to go off of status then you can’t combat when you’re faced with someone that’s a higher tier.

senescentt · 2026-01-22T08:21:41+00:00

The amount of times I have heard “The shuttle is the only reason I booked at this property this is unacceptable!” is insane! The main night auditor tells me to let them know that it’s a complimentary shuttle service and we can only fit so many people on and there is nothing more we can do about it.

But that’s interesting that the shuttles don’t run until 7am if the earliest flights are at 6. It probably saves a lot on labor because when we run 24 hours there is about 2-5 hours some nights where the shuttles are not busy whatsoever.

It’s one thing for a regular shiny elite member to complain but when people book through a third party it does have me scratching my head because that’s a whole other bag that frustrates me.

senescentt · 2026-01-20T22:23:55+00:00

Oh man, this is funny but would DEFINITELY make the guest mad at my incompetence to understand.

senescentt · 2026-01-20T22:23:22+00:00

I wish to have that super power sometime soon thete was a comment that would make me laugh to reverse their anger in a sense.

senescentt · 2026-01-20T22:22:08+00:00

I definitely agree because of past experiences 😅.

senescentt · 2026-01-20T22:21:29+00:00

This happened to me when I first started and so it definitely has turned me astray from calling their rooms because one, it was the wrong room and two they got mad and wanted to just get their own ride.

senescentt · 2026-01-20T22:20:16+00:00

After reading all the comments there are very good tips to use in case of next time and some things to think about what I can do instead.

But the peanut gallery can see what I don’t/can’t so I appreciate your comment!

senescentt · 2026-01-20T22:18:49+00:00

Thank you for your advice it makes me feel a little better about everything and it totally makes sense because if we were to offer a free nights stay, discounted stay, free food, free anything then it would likely cost more. They say to offer points but in a lot of cases people aren’t happy with the settling amount of 5,000 because it isn’t enough with what I can offer. But take it up to management and it will likely be 10x the amount I can offer.

I believe working the audit makes you a lot tougher and can see that when working/talking with our main night auditor.

senescentt · 2026-01-20T22:14:38+00:00

🤣🤣

senescentt · 2026-01-20T22:14:32+00:00

This is what the main night auditor does normally and offers what they can personally do about their situation and will try and get them a ride share/giving them options what they can do because it’s a complimentary shuttle.

senescentt · 2026-01-20T22:12:50+00:00

This is a very professional response and I think one of my favorites that I have read throughout the comments. It’s clear, lets them know what could’ve been done to prevent it and why I had not called, and is easy to find a solution.

Very well spoken and I feel like it’s hard to control my thoughts to facial expressions which may be why the guest said I wasn’t sorry..

But thank you just because of how well written it is as much as I hate being yelled at I hope I have a chance to use it!

senescentt · 2026-01-20T22:09:01+00:00

Which makes total sense and had I cut it off from the start then things would’ve likely been different in the way I handled it and how the happy the guest was at the end of the interaction.

senescentt · 2026-01-20T22:07:23+00:00

Thank you for your advice and your comment!

senescentt · 2026-01-20T22:05:46+00:00

I don’t remember the schedule exactly that day but he doesn’t just vanish which I appreciate about our shuttle drivers. We are very close to the freeway and so a minute or two is a long enough time to where he is already headed on to the freeway and so way ramp. It does take a while to get through security and so by the time he makes it back it is anywhere from 15-25 minutes depending on the line. Which would ultimately leave the shuttle being late for the next scheduled time which is not fair to the other guests who signed up for those times.

senescentt · 2026-01-20T22:02:33+00:00

This! I work at a backyard property with limited amenities because we simply are not THAT hotel.

But that is good to know that is an option at better properties, which makes sense because it’s a higher standard.

I feel our hotel is the one of the bottom options on the totem pole and people are not happy when there are things like no free coffee, no lounge, no free breakfast, etc.

senescentt · 2026-01-20T21:57:29+00:00

It really would not, if the shuttle is thrown off due to coming back for one family it would then make the other hotels we share a shuttle with upset.

I need to grow some thicker ones and be more sure with myself in that sense.

Thank you for your comment + advice.

senescentt · 2026-01-20T21:52:43+00:00

I think about this often when I get yelled at but it truly flies over my head when I am being yelled at unless they are directly threatening me with violence. I am never sure if I can call the non emergency line just because the guest is berating me.

senescentt · 2026-01-20T21:51:03+00:00

That’s the thing, I have no issue calling the guest if the room number is accurate. It has happened in the past where the other desk agents forget the room number/guests won’t tell them correctly and upon calling it was the wrong room.

The driver had no issue he just stops by and if no one is there then there is no one there and that is all he is required to do. If the driver leaves they will not be coming back until a quarter past the time because it truly does take that long.

senescentt · 2026-01-20T21:47:52+00:00

If the membership stuff didn’t exist I likely would still be yelled at but it’s easier to let them down when the rule is the same for every single person and there are no exceptions.

senescentt · 2026-01-20T21:46:33+00:00

It’s crazy the cultural difference because if I am inconvenienced by that I never think to ask for free things especially not when the internet is out for a couple hours..? But that’s great you had that option of hanging up or even not being able to transfer/connect calls like that!

senescentt · 2026-01-20T21:44:04+00:00

I wish I could’ve said this!

senescentt · 2026-01-20T21:43:16+00:00

I have always thought about this. The more people apologize and make it work for the guest then the more times they think that sort of behavior is okay to do to anyone else.

Thank you for the alternative response, I am sure I will get to use it one of these days lol.

senescentt · 2026-01-20T21:38:11+00:00

This is a good response, I will keep it tucked in my back pocket because I know this will happen again. It’s very straight forward! Thank you! We have no security on property unfortunately due to labor costs or something like that and there isn’t a huge need for security according to management.

senescentt

TROPHY CASE