Hotel Front Desk Agent – 11-09-2022:
Guy calls hotel…
Him – Hi I’d like to check availability for this Saturday
Me- We are all sold out for November 12 this coming Saturday
Him- so I’ll just have to book it online then?
Me- We have no rooms available at all so you will not be able to book one online either I’m sorry.
Him – OK guess I will just have to book it online since you don’t want to help me BYE!
*click*
I don’t understand what is so hard for people to comprehend that we are SOLD OUT. We don’t have a random hidden room for “emergency”.
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My Reaction:
It’s definitely frustrating when a guest’s mind is locked in on a specific outcome, and they’re not willing to acknowledge the reality of the situation.
It can be concerning. I’ve known guests in this frame of mind who have actually gone online after I’ve let them know we’re sold out for that night and book a room with us using the wrong arrival and departure date, then call me back to me and ask me to change it to their preferred arrival date. It can be hard when they’re not willing to listen.
It’s best to emphasize the positive, saying something like “I’d be happy to try to book you with us a different arrival date”, or “let me check to see if any properties in our area have availability that night” then refer them to that property. Just as a way to go the extra mile, and try to help them feel cared for.