The Suite Monster
Dealing with Guest’s Demands and Displeasure
As a hotel employee, providing a comfortable and satisfactory stay for guests is a top priority. However, sometimes we encounter situations that test our skills in handling demanding people. This was exactly what I experienced during a very busy July, when a guest checked into the hotel and immediately called for the manager.
Let me tell you that story.
In response to a guest’s request to speak with the manager, the reception desk called me, the Duty Manager, to go up to the room to address the issue. On the phone they gave the reservation details:
Two Standard Rooms, 3 nights, two adults in one room, one adult (a teenage boy) and one child (a ten year old girl) in the second room. Smith Family, let’s call them that.
What is the guest’s complaint? I asked.
She did not say. My colleague replied.
Upon arriving at the room the guest had called from, the lady was upset and expressed her dissatisfaction with the room she had booked. Her teenage son was with her with his hands on his pockets and looking uncomfortable. My number one rule when meeting an upset guest was always to greet them with a smile and introduce myself. While the boy greeted me back with a polite but shy smile, his mother pointed at me and with a sardonic smile said:
You’re the manager?
Comments like this are very common, especially when you are a young female working in Hospitality. If I had a coin for every time I was asked that, gosh, I wouldn’t be far from rich.
According to her, the room was very small, the decoration was “not good enough”. She went on to compare our hotel to another hotel she had stayed in previously. After a long list of qualities in the previous hotel she had stayed at, the lady demanded two suites to accommodate her family.
My second rule is: let the guest talk and make them feel heard. Once I felt secure she had said her peace, I explained that she was comparing two different types of hotels and that, while I understood the dissatisfaction, these were the rooms she had booked. I did have suites available but at the end of the day this is a business, it’s high season, those suites are not going to end up as a free upgrade. So I told her I could upgrade the rooms but there would be an extra cost.
Mrs. Smith got angry and yelled at me: she was too rich to stay in that room and I was not aware who I was talking to. Well, guess what? I had heard that one before too. Her kid closed his eyes and whispered: “Mom, please…” and that’s when she told him to get out and close the door.
I got really scared. No other guest had ever done this before. I remember how I got my hands behind my back and stood straight trying not to show fear, but believe me, I was terrified.
She sat down in one of the beds and gestured to me to sit next her. She looked like she was about to give me a spanking so I smiled and replied politely:
Thank you, Mrs. Smith, I prefer to stand.
Know Your Booking
In such situations, it’s important for guests to understand the differences between hotels of the same category. Every hotel has its own unique amenities and offerings, and just because two hotels are categorized similarly, it doesn’t mean that they are the same. It’s also crucial for guests to research and understand the differences between hotels before making a booking, so their expectations are in line with what the hotel has to offer. Look, pictures can be deceiving, but when you book a hotel you should read the specifications of the room you are looking into and also the reviews. I do this whenever I’m traveling, to ensure I don’t create an idea in my mind that is far from reality.
When it comes to choosing a hotel, many travelers believe that a 5-star rating should guarantee a certain level of quality and luxury. However, the truth is that not all 5-star hotels are created equal. In fact, a 5-star rating can mean very different things depending on the type of hotel and its location.
For example, comparing a 5-star city hotel to a 5-star golf resort can be misleading. Although both may have the same star rating, the amenities and services offered can be vastly different. Here’s why:
Different Specializations: City hotels are designed to cater to business travelers and those looking for a city escape, whereas golf resorts cater to golf enthusiasts and those looking for a relaxed and scenic getaway. The facilities and services offered by each type of hotel will reflect their specialization, so it’s important to understand what you’re looking for in a hotel before making a booking.
Location: The location of a hotel can have a significant impact on the amenities and services it offers. For example, a city hotel may have a rooftop bar with a panoramic view of the city skyline, while a golf resort may have an 18-hole golf course. The location of the hotel will also impact the accessibility of nearby attractions and restaurants.
Amenities: City hotels often have a range of amenities designed to cater to business travelers, such as meeting rooms and business centers. Golf resorts, on the other hand, may have more leisure facilities, such as swimming pools, tennis courts, and spa facilities. It’s important to understand what amenities are important to you before making a booking.
Service: City hotels often have a higher volume of guests and a more fast-paced environment, so the service may be more efficient but less personal. In contrast, golf resorts have a more relaxed atmosphere and may provide more personalized service.
In conclusion, when choosing a hotel, it’s important to understand the type of hotel and its location, as well as the amenities and services offered. Comparing a 5-star city hotel to a 5-star golf resort can be misleading, as they offer vastly different experiences and cater to different types of travelers.
So I stood...
Mrs. Smith was deliberate in her delivery, reiterating the same sentiments she had expressed previously while her son was present. However, her tone was now hushed but carried a sharper edge to it. She sounded like she would slap me if I dared say something she would not like to hear. I stood in silence again, my eyes focused on hers. Keeping eye contact even when you feel you might soon get hurt shows you are listening, especially to upset customers. She allowed me to speak and I did so, softly with a polite smile and manner. I mean, just because you have a hungry tiger in front of you doesn’t me you are going to get eaten.
In the end she agreed to pay for the upgrade of one room and decided her kids could stay in the standard room, but she made a final threat: if anything was to go wrong with her stay she would demand to speak with the General Manager and she would make sure to mention my name on a terrible TripAdvisor review. I am glad to say she did not leave a bad review on TripAdvisor and I am even happier to admit I will probably never have to see her again.
Yours Truly,
Nola
