Me: “Good morning, I am the manager on duty. I heard that you wanted to speak with me?” Customer: “Yes! There were long lines for the elevators this morning, and it caused me to miss breakfast with the rest of my group!” Me: “I’m so sorry to hear that. Unfortunately, today we have about 600 people checking out, and if they all attempt to leave at the same time that could cause some waits for the elevators.” Customer: “Well, what are you going to do for me?” Me: “Ma’am, we really cannot control when our guests decide to come and go. The hotel did not cause your misfortune, so I really cannot compensate you.” Customer: “What do you mean you can’t control when they come and go? You booked all of these people up! You knew they would be leaving on the same day! Why did you let them all leave on the same day?” Me: “Ma’am, as I explained, we have no way of telling our guests when they are allowed to leave. I’m sorry you missed your breakfast, but the best that I can do is offer you my apologies.” Customer: “You have to give me something! I read online that if you complain about anything at a hotel, they have to give you something! IT’S THE LAW!”
Posted on: Tue, 09 Jul 2013 13:00:04 +0000
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