Checking in?

[Thatguy]

so, a guest comes up to me recently and gives me her name so she can check in to the hotel...

when I can't find her name she says "oh it may not be in there, I got disconnected while making a reservation and didn't have te time to call back"

so, since she has no reservation I ask when she wants to stay with us... she responds "tonight" so I give her a list of the options available for that night, she selected the concierge level DtD view.

when I review all the info she says "oh, no, I'm staying here for a week" for wich all we have available is the standard view, non-concierge.

well she gets all irate, and pissy but still wants to stay with us, so I make another reservation... but the price isn't what our reservation line quoted her... (I guess she should have called back) after infroming her that all I can do is the walk up rate blah blah blah. she agrees to the price but wants to speak to a manager, so another CM goes off to get her.

did I mention that throughout she was loudly complaining about how horrible I was at guest service?

good news is I was still able to get her a DtD view (and let me say yay for knowing what stacks are next to the loudest service elevator in the hotel.)

she then huffed off and the manager came out looking for the guest who got away.

[coldfire409]

I can just see the way this this lamebrain guest is. She wants to fly somewhere first class, and when she calls for the reservation she gets cut off the phone with the airline. Goes to the airport the day she wants to leave, tries to buy a first class ticket, and then gets all pissy when all that's left is coach and it's a middle seat. On top of that they pay twice as much as a ticket they would have gotten if they had just called ahead to buy it.

On that how long would it have taken to call back. After all she was already on the phone. :roll:

[reivaX]

gosh i wanna transfer to hotels cause if you figure.. thats the first hotel SGT i've read in a looong time...

[Weeble]

As a hotel Director of Operations trust me when I tell you that Hotel guests are WORSE than what you get working at D-land. Yes I said worse! You deal with them for seconds to minutes at a time. We have to deal with the same guest coming back again and again and again.

Maybe Thatguy and I need a special hotel board, lord knows we could fill it up.
;)

[Thatguy]

one of my favorite recent ones taking place at about 8:30 am is...

guest: What do you mean my room isn't ready?!

me: well check in is at three o'clock, but we can do everything right now except give you keys.

guest: why can't I get them now?

me: because someone is in that room they won't be checking out until 11:00, and then we have to clean it

----- lots more convincing the person why he can't get a room now -----

guest: can I get a late check out?

[Weeble]

Yeah, I love it when they take a red eye or have been driving overnight and they arrive to the hotel like at 4 or 5 in the morning. What do you mean I have to pay for last night? Can't I just check in early?

Or even better, they make a reservation and then check in at 2am, drunk and complain that they should get a lower rate because they are only using the room for a few hours.

[BabyAngel024]

Just so all you guys at the hotels know, we at reservations do tell our guest that they can check in as early but room is not gtd till 3, so whatever the guest tells you we said, proably is not true. Because i know you all there dont really like us over here in central reservations. :?
But we know how you guys feel, we get really dumb guest all the time. :hammer:

[Thatguy]

I rarely believe what the guests say the reservationist told them...

though there was someone from CR who put in the F11 "guest requests a full ocean view." I hope that was just another sharing of a stupid guest trick.

[Weeble]

The guest probably insisted it get put in.

AND WE LOVE Central Reservations! We visit our call center every other month or so with goodies.

[pixiedust]

Just so all you guys at the hotels know, we at reservations do tell our guest that they can check in as early but room is not gtd till 3, so whatever the guest tells you we said, proably is not true. Because i know you all there dont really like us over here in central reservations. :?
But we know how you guys feel, we get really dumb guest all the time. :hammer:
(a little bit of rambling.. that almost doesn't count as part of this topic)

Anyone else wonder where these imaginary CMs are who give the guests all sorts of wrong information? I know every now and again.. someone makes a mistake when giving info.. it's bound to happen. But so many people come up with "so and so said..." and "well i asked this guy..." and it is so insane you KNOW it's not true.

Makes you wonder if there is some department we don't know about that dresses like generic CMs and they go around giving out wrong information. I have always used the example of Sear's. If you wanted to know about a certain piece of hardware.. you wouldn't ask the girl in women's shoes. If you wanna know something about something at Disneyland.. it's best to ask a CM that works in that department. Havn't mentioned this to a guest yet.. maybe someday.

[Wizard69]

Just so all you guys at the hotels know, we at reservations do tell our guest that they can check in as early but room is not gtd till 3, so whatever the guest tells you we said, proably is not true. Because i know you all there dont really like us over here in central reservations. :?
But we know how you guys feel, we get really dumb guest all the time. :hammer:
(a little bit of rambling.. that almost doesn't count as part of this topic)

Anyone else wonder where these imaginary CMs are who give the guests all sorts of wrong information? I know every now and again.. someone makes a mistake when giving info.. it's bound to happen. But so many people come up with "so and so said..." and "well i asked this guy..." and it is so insane you KNOW it's not true.

Makes you wonder if there is some department we don't know about that dresses like generic CMs and they go around giving out wrong information. I have always used the example of Sear's. If you wanted to know about a certain piece of hardware.. you wouldn't ask the girl in women's shoes. If you wanna know something about something at Disneyland.. it's best to ask a CM that works in that department. Havn't mentioned this to a guest yet.. maybe someday.
It must have been those 2 retards who hang out in the Main Street stores with their Guest of Honor badges on and think they are cast members.

[Cloud Buster]

It must have been those 2 retards who hang out in the Main Street stores with their Guest of Honor badges on and think they are cast members.

This morning I ran into a REALLY geeky AP who in addition to having his AP on a lanyard from team center, half of his shirt (top to bottom) was covered in pins, and the other half was covered (also top to bottom) in CAST MEMBER NAME TAGS. All sorts of names, all sorts of styles of badges. I didn't stop to ask him where he got them, but I'm sure each and every one of them was legitimately and conveniently "lost" by the CM in question.

[BuzzLightBeer]

As a member of Central Reservations I have something to confess.....we are the top secret department that gives out false information. There I said it!

Example:

Guest: "Do you have beach front views at the Disneyland Hotel."

Me: "Why of course, just talk to a front desk castmember to guarantee your view when you check in."

Guest: "What time can I check in?"

Me: "Whenever your heart so desires!"

Dreams really do come true here at the Disneyland Resort. :roll:

[BirdMom]

As a hotel Director of Operations trust me when I tell you that Hotel guests are WORSE than what you get working at D-land. Yes I said worse! You deal with them for seconds to minutes at a time. We have to deal with the same guest coming back again and again and again.

Maybe Thatguy and I need a special hotel board, lord knows we could fill it up.
;)

ohhhhh yah...you've got to pity the poor people who work in the lobby shops who have to deal with middle aged men who show up in their underwear :shock: to buy a newspaper or cigarettes first thing in the morning...so disgusting but true

[Thatguy]

*L* buzz lightbeer (love the name btw)

my favorite are the guests that claim that they were told that they get free unlimited fastpasses if they book concierge.

[BuzzLightBeer]

Buzz stands on his soapbox for a moment...

The whole fastpass situation is a complete mess. Certain travel agencies (AAA) have unlimted fastpasses available when you book with them. Guests find this confusing and very frustrating when they call Central Reservations expecting the same exact thing. I say either make all fastpasses equal or take them out. None of this "unlimited" fastpass stuff!

P.S. Thanks for the name compliment!

[Thatguy]

Precicely... I hate having to tell a guest sorry you booked wdt through wdt rather than wdt through AAA. since your voucehr is yellow you get nothing... sorry.

[coffeegirl9]

God, yes! So many guests get confused with the whole WTD vs. AAA thing. They expect that whatever AAA told them holds true anywhere and with everything. Also, AAA regularly sends it's guests to the Guest Services building for the resort....instead of the Guest Services window that is part of DTD WTD, where they SHOULD go. Problem is, DTD WDT closes at 5pm. Every night. So when we get guests that get here late and have been directed to the wrong location, they are (understandably) pissed as hell and (not so understandably) want us to accomidate them for everything in their package. *Shakes fist at AAA*

Also, if I ever find out who "They" are who keeps giving out misinformation, I'm going to kick their a$@#es :x

[GMC]

Fast Pass ought be eliminated all together, it's a nice concept, and sometimes it helps people out, but it's made alot of good attractions go sour, and the extra positions required, the cost of ink and paper, electricity to run the machines, the resort could save alot of money if they reduced it to 50K+ days, and then indy's queue would once agian be fully accessable to wheelchairs, and all guests could have the full experience.

[Dalisair]

As a hotel Director of Operations trust me when I tell you that Hotel guests are WORSE than what you get working at D-land. Yes I said worse! You deal with them for seconds to minutes at a time. We have to deal with the same guest coming back again and again and again.

Maybe Thatguy and I need a special hotel board, lord knows we could fill it up.
;)
EEP! you're DOO for the hotels? So you get our guest research stuff for the hotels?!?!?! EEP!