@@hgcropp Oh my god yes. Never, ever, offend the person who is going to apply chemicals to your hair or wield literal blades around your ears and neck! 🤣
Oh this would be amazing. However, once you start I don't think you could stop. And there is the phenomenon of a day of all rude people. Those days usually occur near on a full moon. Customer literally get mad because of ANYTHING and want to complain about it. Yeah I would end up SMACKING ERRRBODY!!!!
This is why I make it a point to be sweet and understanding. I have received unexpected VIP treatment so many times because I refuse to be an entitled cow.
THIS!! I'd like to share a fairly recent story about this. Some weeks ago I was at a restaurant with my dad and his gf. All three of us are always nice to servers, we hand over our menus n everything. We also make a bit of small talk if it won't disturb the server's work. As one of the servers approached us to ask if we wanted coffee/a sweet, I mentioned that I was mid high school finals and joked that I deserved a sweet, we chit chatted a bit and she brought me the sweets menu. Exactly a week later we go back to the same restaurant. The server from last time greets us and takes our orders. As she's done writing down our orders, she asks "are you the girl who's mid finals?" I smiled and mentioned I was done with them. She remembered me, aw. I hope that means I brought her some positivity. That's what I always hope to do. :')
@maryavatar - So true! And I do as well, having worked in customer service. It totally makes a difference in not only your day, but theirs! Insults to the chef/wait staff may be hazardous to your health! 😆
@jengsci8268 as a waitress myself (and one for Waffle House night shift of all places at that), it's always a pleasant surprise to get sweet customers. We almost balways remember something from every table we take care of, even if it's as simple as recognizing your face
Yep, same! You also never know what someone is going through so I'm always patient, understanding, considerate etc to retail workers, hotel staff, waiters, baristas etc. Treat people the way you wanna be treated and ya never know what you'll get in return. It's the way I was raised and I pride myself on continuing that value of kindness everyday no matter who I face.
I always taught my kids to say thank you to servers when they put the food down in front of them. My kids are adults and they still do this, and now my grandkids do this as well. I've lost rack fo the number of servers who've commented on how they noticed and appreciated this courtesy.
Retail employee here, better treatment is given to customers who ARE polite and respectful. I have been more willing to make exceptions to customers who do not cause a fuss and/or throw a tantrum. I have also received excellent service for being polite and understanding. Even free stuff! Edit: I love all the stories about people going the extra mile for polite customers. Goes to show kindness goes a long way. 😊
I worked in customer service for 20+ years (albeit not retail), and I am always polite and friendly to the front-line staff. They deserve it. Public-facing positions are utterly soul destroying!
My partner and I traveled to New Orleans for Mardi Gras this year. We got there at 10am and they held our bags and let us sleep on a couch in their little sitting area on the 2nd floor until our room was ready. Got into our room 2 hours early. It does pay to be nice 😁
I agree. I have worked retail and retail banking customer service. Always went the extra mile for polite customers. Be rude and the last mile is policy. No bending the rulebook either.
Literally yesterday at work (you need a free store loyalty card to get discounts) One customer ignored staff member asking for club card, then complained after paying about the price and outright lied about the price label, took product back refunded money sent him off with nothing. Two customers later tapped her card before giving club card, apologised saying it was her mistake and was going to leave having paid extra, she was delighted when I redid the transaction so she got all her discounts. I try to be nice to all, but the nice ones I'll look out for.
I have told the story many times. Customer had a off beat request that wasn't technically against any rules and would've saved her a lot of trouble, but it wasn't something I had permission to do. I called a manager to make the call since he would be the one reprimanding me if I shouldn't do it. Customer started yelling at me over it. He came and denied her. After she yelled and huffed and stormed out, he turn to me and said "I was going to let her do it until she yelled at you."
@@1nm1 I work in childcare, and we have a few parents who will start ranting or shouting at us over the smallest thing. (once it was because we were 'giving the children too much fruit'. Seriously. These parents will complain about anything) And our manager says to get her if this starts happening. She'd rather take the full brunt than us.
@long_term_karma9899 I worked in a childcare area that was free to the parents once. Because it was free, we were permitted to ban people for any reason. The only time we ever did was when the parents were absolutely the worst. Kids got three strikes because they're kids and still learning. Adults should know better, though.
When I get to the hotel early, I always throw the desk for a loop because I'm not a jerk. I tell them that I've arrived and will be going out to a museum or a movie or something and not to give my room away as a no-show in case I'm not back until after 6. They're usually relieved that the argument they think is coming isn't going to happen. "You catch more flies with honey than with vinegar".
When we went to London, our flight arrived at 6:30 am local time. By the time we got to our hotel, it was around 11AM. Check in wasn't until 4. We were so tired, we left our bags there, found someplace to eat and then sat quietly on the couch in the lobby. The staff got us into a room at 1 PM. Staff at just about any place you go, whether hotel, retail, or whatever, will go out of their way to make sure you are taken care of if you are polite. They get more than their fair share of grief with people like that 'super high elite rewards member."
I arrived at a hotel once and all the computers were down. It was absolute chaos. I waited and when called by the front desk wasn't a jerk about it unlike everyone else. When I got to my room, it turned out I'd been upgraded to a larger room overlooking the MLB stadium next door. My wife and I watched an entire game over a bottle of wine. Still one of the best hotel rooms I've ever been in.
@@MamaEvaUSA, I read somewhere that the wildlife researcher who coined the term “alpha male” and “alpha female” said he wished he could take it back, primarily because he realized his theory was flawed as he worked further with the wolves he was studying. But also because the term got usurped in the worst way possible. So guys who go around referring to themselves as “alpha males” are not only NOT what they think they are, but alpha males don’t exist the way they think they do.
It is somehow worse at 6 AM when people come in demanding an early check-in. Nobody has even come down for the continental breakfast let alone checked out yet. We were sold out last night. Our housekeepers do not come in until 9 AM. There is no way to allow an early check-in.
At the hotel I work at, we have a rule that as long as morning shift people haven't clocled in, we are still "yesterday night" and therefore, we charge full price and you still have to leave by 12pm the same day. So basically, if someone wants to chexk in before 6:30-7:00 am (depending on the day) we warn them that they will have to pay an extra night at rack rate. We're doing this because there were a lot of abuse attempts in the oast (especially during COVID because people knew we had low occupancy)
My parents travel a lot and often end up at hotels at odd hours: but they're also smart enough to have booked the room for the day before, and inform the hotel about their arrival time. The room is ready and waiting, with the front desk only having to get the details confirmed and such. Even when they had to stop last minute somewhere, being polite goes a long way and the hotel staff will atleast show them a guest bathroom or smt so they can get refreshed/change clothes after a long day of travel
When I went to Bangkok, I specifically balanced check in times... Actually, found somewhere I decided I had to go visit even before checking in... And then found a way that I could make the time work with the early morning dawn arrival at BKK. All balance, to ensure there's enough time for them to accommodate if possible. And by the time I got to the hotel, just "20 more minutes" was all that was needed. Yes, I did ETA my arrival to be later quite early, too.
@@johnp139 Not every night but the hotel I work at has been sold out almost every day since the beginning of July. On the 4th specifically we sold rooms seconds after people made cancelations. Usually in the summer we are sold out every weekend with less business during the week.
I was waiting for a flight and asked the person at the counter if first class upgrades were available and she looked it up but was just too expensive. I thanked her and sat down. Just then a man came up to the counter and demanded a free upgrade because he was a super high elite rewards member (😂). She tried to tell him she couldn't do that but he just yelled at her until she finally left, but not before dropping a new first class boarding pass in my lap as she passed by. I haven't thought of that in years until this skit. I still laugh.
I had a woman recently call about a reservation. I was busy upstairs and told her it would be less then 5 minutes and I would be down to check her in. She said that was unacceptable. She would not wait 5 minutes. If I wasn't here right away she would leave. I told her that I understand and that I have gone ahead and cancelled her reservation on her behalf. Her reaction was priceless.
I had requested an early check in for the Lollapalooza weekend. The rooms were not available but once I told them I needed to be able to get ready, they got me a shower and dressing space in the spa. Then shifted my bags once the room was done. No drama. I was so grateful
Flew frequently to London on the red eye from JFK. As anyone who does this, you know your are flying against sunrise, so you get to Heathrow between 6 and 7 am. By the time you get to the hotel there is no way you can get checked in early. Left my luggage with concierge, advised the front desk to text me when I can get to my room and asked if it was permitted to sit in the lobby until then. Every time the staff busts their hump to get me in as early as possible. It always pays to be accommodating, pleasant and personable.
@@johnp139 Not the last one. Wonderful hotel. Tower Bridge Hotel, highly recommended. Great view, spacious rooms, fantastic dining. Will go back there anytime.
I once needed a late check-out at a hotel. I asked the front desk clerk if that could be arranged. He explained that service was only available to Super Elite (or whatever tier) customers, and then he proceeded to upgrade my status! 🙂 I was a regular customer at that establishment for years both before and after the uprgade, so the staff there knew me.
My older sister was a Karen before people used the name. She'd rant and scream about any inconvenience whether or not the person she was screaming at was at fault. Once we were waiting for a table in a bust restaurant and I saw her getting ready to start, so I told her to hush. Then I politely reminded the hostess we only had a party of 2 and where we'd be sitting. In less than 10 minutes we were seated and my sister was amazed and asked me how that happened. I reminded her how our mother would tell us you catch more flies with honey than vinegar. Sadly it didn't register and she just became worse until I finally refused to go anywhere with her.
@brandonhealy7158 fortunately or unfortunately she's in a dementia unit in a nursing home so the poor staff has to deal with her. I've read that Alzheimer's patients often reverse their personality but she's just gotten worse. She's been like this since we were children. God bless those wonderful caregivers in the home.
@@jk3mom Luckily my once very robust and energetic mom is very soft and caring for others now she is with Alzheimer. Never expected that, she still has a grudge with my sister and and can remember that she doesn't like my wife but doesn't recognize my wife..
@jensesau3148 my mother had Alzheimer's also. Just like your mother she was a sweet and loving person. By the end of her life she didn't recognize anyone except my first son, she'd cuddle him and say "Isn't she pretty?" So sorry you're going through this. Watching a parent mentally decline is one if the hardest things to experience.
My brother was once ordering something that he wanted from mail order. He didn't get exactly what he ordered and was very upset. He rarely had time to go shopping himself because he was in the military. He was complaining to me about it and said, "There should be one person that is paid to just let you yell at them, a supervisor or someone!" I, who worked in customer service asked him, "Do you want that job? Nine times out of ten, the person that you get on the phone is not the person who caused you the problem. You want that person to be your advocate. Do you think that yelling at them is the way to get them on your side?" That pulled him up. I actually got through to him that if he was polite and asked nicely what they could do for him, people were much more likely to want to help. At least he tends to be more polite with service people now in front of me.
I would have told him that if he should be allowed to yell at them, they should be allowed to yell back at him. And you’re right, the person who is trying to help you is very very rarely the one who caused the issue.
And even if they caused the issue, so what? It was almost definitely an accident, and if you're polite, they'll be apologetic and fix it asap for you. If you're a dickhead, they're going to go "Who's this asshole freaking out over a wrong order? Do they not have anything better to do with their damn day?" And your thing is basically guaranteed to be fixed as slowly as possible
The only time i ever asked for a late checkout, i was first denied. I was okay with it, expected it actually. I asked if i could sit in the lobby for an hour or so the next day as the appt i had scheduled for the next day was a bit of a wait before i had to leave. I know it was probably because the room i had was paid for by Indiana Donor Network (my daughter was an organ donor and that night was when they took her to the OR and i did not want to leave the city until the process was finished and she was on her way to the funeral home). The guy seemed so relieved by me understanding that after we were checked in, he told me he could give me an extra hour to check out the next day. He was so sweet about it, and understanding, and probably was afraid I'd be crying in the lobby the next day (joking, but still). Kindness goes a long way. Its been 10 months and I remember how nice he was, and if I'm ever back in that city, that hotel will be the one I stay at.
You're a saint. I don't think I could hold it together in your situation. My sincere thanks to you and your daughter for saving multiple lives at the worst possible time.
I’m so sorry about your daughter, and very grateful for her being an organ donor. I’m a transplant recipient, and I wouldn’t be alive today without families like yours, so thank you very much for your generosity.❤
Yep. When I was working at the airport as a check in agent, I always gave good seats to people who treated me with the baseline of respect and dignity and always gave the crappiest seats to rude/yelly customers. Yes it's petty. No, i don't care. Even on really bad days I never treated service workers like crap, there is no excuse.
Same goes at restaurants. Oops, we don't seem to have that reservation/this table between the kitchen and restroom is the only one available/it will be a two hour wait/no there's nothing open tonight, we're fully booked. I'm so so so sorry.
@@JayCaesar My mom, my sister, her boyfriend at the time and I went to a Greek restaurant once and they didn't have a table available right at the time being (dunno if my mom reserved or not). So, we were happy to wait at the bar, order a drink and wait for a table to be cleared (which wouldn't be long). In the end, we had the choice between the table right next to the kitchen exit or waiting a little longer. We picked the table next to the kitchen exit and had a great night. We even got a small bottle of ouzo for free for the inconvenience, which my sister and her boyfriend enjoyed a lot (I don't drink and my mom drove us all home later). Being nice and understanding is the best way. But still.. I remember being in New York on my 18th birthday (which for Europeans is something special) and my HighSchool class and I had a reservation at a restaurant. When we came, nothing was available and we had to wait for like 30 minutes (I really was surprised noone of my fellow students got angry, as they were American and not really used to something like that). When we eventually were shown to a table and ordered food, it was luke warm at best. At some "fancy" restaurant (I think it was a Hardrock Café or something). I was really disappointed to have such a bad dinner on my birthday. Luckily my host mother had prepared cake, so when I got home close to midnight (it took the bus hours to get us home), we had cake 🙂 But I kinda would have expected the restraurant to try to make the experience the best they could after the long wait - because America. In my experience, everyone working in the Service industry is trying his or her hardest to give the customer the best experience possible - even more so if they are nice and understanding, don't make a fuss etc. (which I don't recall we did).
@@theoriginalbridgetconnors Maybe. It was just turning 18. Never been to one before visiting the US (I was once on a different field trip in the US and that was a good visit, if I remember correctly, it was in Washington or Philly). Never been to one since. I kinda used "fancy" here as well to express, that the chain tries to be something special. And nothing of that sort was transported that day.
Good. I taught my children that you treat the people who provide you a service like royalty. Yes, there are perks, but that's not why we do it, not why I taught them that. Customer service can be challenging at the best of times. People who treat you well are such a blessing
I'm a waitress, and first impressions are always extremely important to me. When I worked at the last location I was at, I ended up serving a local celebrity and he loved when I was working because I treated him like any other human being who sits at my tables. I don't care who you are, how well known you are, or what your social status is. If my first time serving you isn't a pleasant experience, you'll either get handed off to another waitress or I'll give you the bare minimum treatment. "Kill then with kindness" doesn't always work, but it's a treat when it does
I was honestly expecting the two guests to meet and the nice guest siding with the front desk agent to try to calm him down and then he fighting about who gets the room that he should have access to the room because he's a super elite award member. I think that would've been really funny.
If Mr. Smithe was there when the nicer guest got the room, unfortunately, the front desk agent and nicer guest would have probably given him the room 😞
Right. And that's where Jess failed to explain things to the man properly. She just said "the room isn't ready" when she should have said "I'm sorry, sir. The rooms were all occupied last night, and we have to wait until someone leaves before we can clean and give you the keys."
We once were at a hotel, our room wasnt ready when we arrived, they held our bags, we went to the pool, drank some orange juice and had the best time of our life. Propably this is the best way to do it, better for the own soul.
We arrived at a hotel in Singapore at around 7:00am in the morning the day after the Singapore Grand Prix and obviously could not check into our room (there were still guests coming back from after parties as we arrived at the hotel). We were booked on the club floor and it was so early even the Club was not open. We had no expectation they would do ANYTHING for us, just politely asked if they could hold our bags, while we went for a walk around watching the sun come up (beautiful city). They were happy to oblige. We popped back in mid-morning to get an update, and the hotel staff graciously let us access the club lounge (to have brunch, a vew and a nap on the sofas). We were happily relaxing but the staff felt so guilty we were still waiting to checkin at midday (well before guaranteed checkin time, and we had said NOTHING to them), they upgraded us to the first suite that was available. We had a lovely stay.
This happened to me at Disney. We were extremely early and when I checked in. I mentioned we were early and not sure if a room would be ready. Completely prepared to just leave my bags and use the pool. And they had a room available for us at like 11am. It was a holiday week and so unexpected it definitely pays to be nice. They may have just had rooms but still. Being nice is always best.
So i am a retail employee. I always apologize, say please and thank you because i have good manners. One night after work I went to a drive thru. They told me it would be a little bit of a wait and to wait in a certain spot. I dont know the exact circumstances but i do know i got my food before someone who was waiting before me
I rented a room at a hotel in Hawaii, my wife came for check-in, we were polite and respectful of the staff upon arrival, and we got upgraded to a better room.
And that is why I ALWAYS treat people who work with the public very well. That probably also explains why my gf & I received a room upon arrival at 11am on a busy weekend. I hadn't considered it until I saw this. I then tipped the front desk lady well to show her I was grateful.
I learned this lesson when I was 15 and my flight to London arrived at 6 am. We got to the hotel at 7 am. Because of the time difference, it was 2 am for me. I was tired and wanted to go to bed. We were informed that the rooms would be ready in eight hours. I was so tired. I was angry that I could not check into my room to go to sleep, but ... that day I learned a lesson about check-in time that I have never forgotten.
@@johnp139 You can often check in at 1 pm or 2 pm (though there is never a guarantee). If you are super lucky, they will let you check in at noon. No one is going to let you check in at 7 am.
Something that bothers me so much with this is...even IF the hotel screwed up and even IF the entitled guy was in the right...how exactly do you think 1)being rude to the front desk helps and 2)what is she supposed to do? Magically create a new room by the wave of a hand? You can make your displeasement with the situation clear without either of those things. But I'm pretty sure "being nice to the front desk" does not constitute as "legally I have accepted my situation and therefore waved any rights to compensations", so don't be a jerk about it...
We had a customer lady who went nuts when my (annoying) coworker didn't make her food right. As much as I don't like him and he did mess it up, the way she went about it was uncalled for. She watched him make her burrito. She saw I guess he forgot to add thr sausage but didn't say anything until he wrapped and cooked it. We were slammed with orders and when we handed her her two burritos, she opened up one and tossed it on our counter yelling about how he messed it up. Lady, you could've gone about that differently. I guesses she realized that and and we saw her two weeks later. Instead of saying, "um excuse me but he isn't making it right," she waved her hand towards my face and made annoying gestures. Told her not to wave her hand in my face. After she walked away her grown son apologized by her behaviors. I thanked him for his kindness. Told him we'll fix whatever we mess up but don't need her craziness
@@priscillajimenez27 Ohhh, I know that feeling of "why didn't you say anything???" Coworker of mine had to make a coffee three times a while ago. Woman sat at the corner and ordered a coffee, saw him make the coffee and give it to her. She then said "but I need Decaf"...she didn't ask "is this Decaf?", she was fully aware that it wasn't and waited until it was in front of her. He of course took it away and made her a Decaf. And the second he placed it in front of her again, she said "And now I need it to be a Cafe Latte". Being the impossibly patient guy that he is, he made her a Decaf Cafe Latte, which isn't really possible with our machine, so he had to do a few tricks for it to work. When she got it, her only reaction was "Finally". That was during a party. I will admit, I had no squabble whatsoever to put three coffees on the hosts tab
Every time someone is a jerk about stuff I assume they're just trying to get free shit. Unless i/the hotel genuinely messed up, it just makes them look like scammers which I have absolutely no patience for
There really should be a three strikes rule at the front desk... rude to the agent three times, your reservation gets cancelled on the spot. If you're causing problems right out of the gate, you're going to cause problems for your entire stay, so no one should be forced to put up with you.
I had this exact experience a few years back, I was behind Mr Smithe so I knew what the situation was. Ten minutes later they called me. BTW you are amazing, I appreciate what you do.
Recently was granted early check in to a cheap hotel after spending the night on the bus and dragging my luggage in the hot sun after I ran out of data to call a Lyft. At first didn't even have the nerve to ask the hotel to hold my bags, but texting my dad he said it couldn't hurt to ask, so I went in I'm sure looking sweaty and sleep-deprived and desperate and practically begging (very politely) if the hotel could give me room early or hold my bags. Young man at the desk was totally chill about, it was just a small fee, and I got there and slept like the dead. So grateful to that hotel for their kindness 😊
Good short Jess. A good fix is to remind customers that if they need the room at 11 AM, that they should book 2 nights instead AND they should call the hotel to check-in for the night they aren't physically there so that the hotel does not give away the room as a no-show. Alternatively, there are hotels that participate as an affiliate of DayUse which allows for booking alternative hours (e.g., 1 to 6 hours during the day); also can be combined with a regular booking to address very early check-in or checkout needs. This also helps hotels that aren't fully booked to sell unused occupancy.
Giving different options for check in and check out seems like a nice idea. With a tiny discount for early check out (and late check in), you can upcharge for early check in (and late check out).
Thankfully I never worked in customer service but I understand that even a simple, meaningful "thank you" can go a long way. I work in accounting, and I feel that everyone should be able to send 1 email a year stating how stupid someone is. This can translate to hitting an idiot customer up in their head at least once a month
Many years ago my mom and I were flying back East from Hawaii. We had a one night layover in LA, so we booked a budget friendly hotel near the airport. We arrived at the hotel in the late morning. Our room wasn't ready for us, nor were we expecting it to be. We were offered a visit to the breakfast buffet. Then we got comfy on the living room style furniture in the lobby and nodded off. My mom snores quite loudly (even louder when she's exhausted). We weren't napping for long when all of a sudden our room was available. I can't help thinking that it was a combination of manners, us making the most of what we had, and mom's snoring that enticed the front desk to get us to a room ASAP. 😂
It astounds me how many people don't seem to get the concept that you're more willing to do favours for those that make your life easier than for those that make it harder
As tempting as it is, it's not a good idea in an area where there's a big chance other people can see you. If another hotel guest sees it, they'll think twice before booking another room.
The last time I went to Disney World I had just quit my retail job. We got to our resort very early, we were not expecting anything and to our surprise our room was ready. I don't understand why people are so rude to the staff.
I am a super high elite member at a few hotel chains. If you travel that much, you should know the rules backwards and forwards, and know that sometimes you get in early, and sometimes you don't. What a tool.
Once I had a problem with a bus group so bad that I simply locked the front door on them untill the paid me for their outstanding bills. The same agency also brought a full bus with clients to check in and pick up another one that was staying the night before.
How is ANYONE that early? I always click the "Late Arrival" box because I know I'll still be fighting for my life in traffic until at least 6:00PM no matter how early I left that morning.
Work trips? If someone is flying on a weekday at like 9AM on a short flight, I can see them arriving at 11:00. (Also, did not wanna sound rude in this comment, mainly throwing types of trip out there to encourage a nice conversation)
I used to regularly travel cross-country. I would leave at 12:30 AM and get to my destination about 11:00 AM. Flying at night meant less busy airports and also that I arrived in time to accomplish something on my arrival day. (That said, I normally stayed with my Family rather than at a hotel, so check-in time was not an issue.)
@@gabpin72 No rudeness assumed, friend. Even when I've taken pre-dawn flights, there's usually been a lot of time-eating rigmarole at the destination airport, rental car desk, and rental car lot. Then there's my routine of finding a local grocery store to stock up on things I can't get at a hotel, and then driving to the hotel which might be fifteen minutes or three hours from the airport, depending on many factors. These days I mostly drive to destinations in the Lower 48 so I can discover amazing sights, eat at awesome little mom-and-pop restaurants on the road, see and photograph more of America enroute, and have a car that I'm already comfortable with when I arrive. Either way, I've almost never been able to check in before 6:00PM (except in Las Vegas megahotels, but those are not real places).
The only time I really stay at hotels is at amusement parks. We get there super early because we want the full day at the park!! So I stop in at the hotel first, normally 9 o'clock ish, and pick up our tickets to the park. I keep bags in the car because I don't want to be a hassle for them. And I get pre-checked-in so they know we will indeed be there that night but we don't actually come pick up the key until close to midnight.
I love that it's clear you are so good at your job because it's a similar problem over and over again. The references to the reservation confirmation email are so "per my last email." Love your channel!
I was hoping those guests would meet at the desk. When the dude saw another guest getting a room before him, he could be informed that guest was at a level above super high elite rewards. That guest has manners and a lack of entitlement, something you’ll never be able to attain, sir, no matter how hard you try.
As someone who has worked in Both retail sales and hospitality, I can relate to this video on Oh So Many levels. In fact, I've got some stories to share of my own...Maybe I can post them on my own channel. 🤔
I had a sweet, lovely, and VERY understanding guest. She made a request for early check-in, we had no rooms (10/11am), were fully booked night previous. I offered to hold her bags for her and got all her info so she would just have a quick & easy actual check in. She went off to lunch and came back (after at least an hour and a half) and asked if any rooms were. I noticed that we only had the “executive” version of her standard king room ready (meaning guaranteed top floor room & tend to have amazing view), and since she was literally a an absolute doll, I was going to give her a free upgrade, to make up for any “inconvenience”. She understood the “only based on availability and no 100% guarantee” after I had earlier explained it to her, so I wanted to be nice back and not make her wait another while until a standard room would become clean and checked. So I call my manager/non-manager (had AGM roles but wasn’t and is an hourly employee, but sure acts like she isn’t if you catch my drift) over to the desk and ask essentially if I can give her the room upgrade subtly (we had more than enough rooms and availability for me to do this so that wasn’t an issue). My associate (I don’t want to call her manager bc she doesn’t deserve that title) then starts to belittle me, talk to the guest like she is less-than and stupid. Lots of other stuff too. Oh my gosh, but the lady later sent an email to our GM calling my associate out on her awful and unprofessional behavior, mentioned how I was really polite and kind to her. My associates response to the accusations was to say that the lady “barely” spoke English - she had a Korean-English accent (w/a little bit of Canadian in it) the lady was fluent from what I could tell - said she was argumentative and problematic, that I was improperly doing my job, etc etc. Edit: clarification
Yep I booked into a boutique hotel for the 4th (view of big fireworks display). Called at 11 am no rooms with views were available. I was told 1st come 1st serve at 3 and they were very sorry they couldn’t save rooms over the phone. Thanked them nicely and told them I would be there at 10 til 3. Walked in (at exactly that time) and they were already giving out a room with a view and I figured I missed out. Checked in immediately and at the end of the process inquired about the view and the OTHER clerk giggled and said she had preregistered me into that view room as soon as it was ready. 😊
Aaaaah! Yes! As a retail worker, I sympathize with all customer facing jobs! I'm always patient and will calm my companions down if they get antsy. I say it often, but being nice will always get you farther than being pissy.
I always say that you can tell whether or not someone is a good person by how they treat animals, children, the elderly, disabled people, and service workers of any kind. That guys totally deserved that! I would have also made him say please and thank you when handing him his key, but I’m willing to bet that no one has ever taught him those words. I would never work in any kind of hospitality/service industry. I would definitely get fired for teaching people like that a thing or two! 😂😂
Even then, that's not 100%. The best way would be to book a day early, do a digital check-in at 3 pm the day before you arrive, and take the key at 8 AM. Paying for it doesn't mean it's available, money can do a lot of things, but it isn't a cheat code.
@@Slipknotyk06 No, it was guaranteed early check in that was paid for. An agreement with the hotel. I worked for an international bank that did LOTS of business with this hotel. They weren't about to risk the contract by telling people coming in at 8am that they didn't have a room. It absolutely was 100% guaranteed.
@@benu_bird an agreement between a company and a specific hotel is the exception, not the rule. Outside of your specific example, the only way to "pay for a guaranteed 8am check in" is to buy the room for the night before, as someone else posted. Amd even then, I feel comfortable saying that the hotel gave them a discount if they paid for the night before to "guarantee" the room. Request the receipt and see what the rate was. Anytime I've traveled, that was the case. Company got a reduced rate since the room wouldn't be occupied, but the hotel got guaranteed money.
@@Yunfarron78 I never said it was the rule for *everyone*. It was anecdotal. I knew what the rate was. They didn't pay the full previous night. They paid a fee (I believe it was 20CHF), and the room was at a special, negotiated rate (about 200CHF). I got the receipt-I had to submit expense reports. It's kind of scary that you "feel comfortable" just saying things when you don't know the facts. And I worked the front desk at a hotel through high school and university. Plenty of companies made deals with the hotel to guarantee a rate or special accommodations in exchange for guaranteed business (a trucking company that sent us lots of business in fact had guaranteed early check-in and late check-out since the drivers would come in early after dropping off a load, or have to leave at 5PM if they were called to drive). It happens all the time. If a company has an agreement with a hotel, it is in fact a "rule." All I said was that when I travelled, my company paid for early check-in that was guaranteed. That's it. Then people have to start imagining that things happened differently. Reading comprehension skills at their best... 🤦
As a person who has done retail for years this is true, people who are nice always jump to ahead of the line. Whenever I wait patiently for anything I always get upgraded, extra food, fresher food and sometimes get jumped to ahead of the line. I hate to say it but looking a pretty girl in the eye goes a long way as well.
I'm so glad you didn't reward this entitled jackass for his entitled behaviour. Also, if he was able to sit around doing nothing but pettily staring at you for several hours, he clearly didn't have anything important to do.
Absolutly. No matter how right I am and how much stress company cost me, front line employee will not experience me pouring my frustration on them. Is not their fault whatever BS the management of the company is inposing.
For customer service issues that can be handled by online chat (my preferred method), I always start the conversation with, "Hi! I hope you are well and having a good day." It's always received with appreciation because so many people think they can be even more rude in an online interaction than they are in person. I worked retail for a few years many years ago and always went above and beyond for the customer who was pleasant and understanding. My daughter worked retail too during her college years and beyond until she found a job in her field, and it was absolutely unacceptable what some of the customers said to her, including inappropriate comments about her appearance and making suggestive remarks (she's a pretty, blonde, petite young woman). She learned quickly how to put people in their place while at the same time maintaining her composure. People sure can be horrible, though!
I have a hypothesis that you just confirmed. I already knew how vengeful telephonists could be because Mum used to actually keep a list of members who were rude to her on the phone. That’s why I am ALWAYS polite to people I talk to for tech support or whatever. And of course, I fear p***ing off anyone who handles food lest they spit in it. One day, I was thinking about it, and I realised it’s probably not just those 2. ALL workers probably have some tiny way of getting revenge on people who are rude to them. So just… don’t be an a**hole to anyone.
...y'know? I got that "nice person" treatment at a restaurant last night and I felt so bad about it. It was an Indian place and we were wrapping up our dinner at just about closing time. I really wanted a strawberry lassi and went to go ask if they had any. They did not (only had mango left pre-prepared, which I'm mildly allergic to), so I was like, "Oh. I'm allergic. That's okay. I'll just get one next time." and they decided to bend over backwards and go make me one, even though they were closed by that point. @_@
I used to work in retail and had to deal with people like this all the time. Treat the worker well and you’ll get the best service from them and maybe even exceptions to the rules or policies.
I work in housekeeping, on weekends I start work at 10 and there are usually only a dozen rooms checked out by the time I start check out at 11 and so many people take that check out time personally and leave then or later. There's been times where I have to stand in the halls because no one is checking out. Even so it takes a minimum of 30 minutes to clean a room, then you have to wait for a supervisor to inspect which can take longer as they don't like to come up to the floors to inspect one room. If you happen to be lucky enough to get a room the earliest you can check in is 12pm and it is NEVER a guarantee
@@johnp139 sometimes yes. But the only way early check in can become a possibility is if we have a vacant room that isn't booked and has been cleaned the previous day or if someone checked out early enough that it can be cleaned by the requested time. It's very often that we get people trying to check in early even when they haven't requested it which I've never understood since it's never a guarantee.
Having their assistant call into the hotel was another level of entitlement...as if that person has ANY pull with getting the room or additional benefits. Glad this was dealt with according to hotel policy and that you did not simply knuckle under.
I got so giddy watching this because I can relate to this. TLDR: Don't be rude to the girl at the switchboard, I have way too much power over your call. Story: At my place of work, I'm an apprentice regularly tasked with secretary work like answering the phone. On day, two ladies called very close to each other. They both had a similar, urgent topic and needed the same, very busy college. The first was an absolute Karen, didn't want a mail sent to said college, called me either incompetent or useless and hung up on me. The second woman was very pleasant and understanding. She declined to stay on the line until the college was available, an information I could see in the computer, due to phone costs. I then did something I had never done before or since and called the woman back as soon as the college was available again. I also stayed with her on the line further since the college became unavailable again before I could connect. Karen did not get her issue solved that day.
I had to take my Mom back to her place, 6 hours away after a full days work. I got a reservation for the day of but called the front desk that I would be in very very late for check in, just after 1 am. We were the very last check in in an otherwise fully booked hotel.
If I arrive early I go check to see if an early check in is available, if not, I ask for the pool bands and if there is a changing room, then go enjoy the pool until check
The sense of entitlement never ceases to amaze me. It's as if he thinks she can click her heels three times and a room will magically become available.
I was always raised to be respectful and kind to people helping us. I was told you are allowed to show frustration in a calm and respectful manner, and never in a “I demand this fixed NOW!” way, but rather in a “I’m sorry, but…………..if you can great, if you can’t it’s fine!”
I have a favorite San Diego, Pacific Beach Hotel -- the Beach Cottages. It is older, but well maintained. I always get there early since I drive from Arizona, but they are always nice and notify me as soon as a room is ready.
I have worked in customer service for years (call centre for what is basically a welfare provider, tobacconist, paint shop, wholesale warehouse) so I've seen so many different kinds of people and the way i will go above and beyond for those that are just pleasant. It really doesn't take much to be kind and who knows what you'll get.
Never piss off the person who prepares your food, cuts your hair or holds the key to the hotel room you want to sleep in. 😀
This is true. All those people in those occupations are Klingon. They know how to serve r e v e n g e…… coldly.
Medicine or money too.
I always say people who handle your food or money.
As a hairstylist I can attest don’t piss me off if your in my chair
@@hgcropp Oh my god yes. Never, ever, offend the person who is going to apply chemicals to your hair or wield literal blades around your ears and neck! 🤣
This could all be avoided if customer service employees were allowed to smack rude customers at least once a day
😆
Every hotel should have one of those inflatable clowns that pops back up in the Break Room for just such situations.
Oh this would be amazing. However, once you start I don't think you could stop. And there is the phenomenon of a day of all rude people. Those days usually occur near on a full moon. Customer literally get mad because of ANYTHING and want to complain about it. Yeah I would end up SMACKING ERRRBODY!!!!
@@ghost307 I just imagine the employees hitting it as hard as they can multiple times while screaming as loud as they can!
lol or something that doesn’t involve physical violence… lmao
I get your point and agree tho!!
This is why I make it a point to be sweet and understanding. I have received unexpected VIP treatment so many times because I refuse to be an entitled cow.
THIS!! I'd like to share a fairly recent story about this.
Some weeks ago I was at a restaurant with my dad and his gf. All three of us are always nice to servers, we hand over our menus n everything. We also make a bit of small talk if it won't disturb the server's work. As one of the servers approached us to ask if we wanted coffee/a sweet, I mentioned that I was mid high school finals and joked that I deserved a sweet, we chit chatted a bit and she brought me the sweets menu.
Exactly a week later we go back to the same restaurant. The server from last time greets us and takes our orders. As she's done writing down our orders, she asks "are you the girl who's mid finals?" I smiled and mentioned I was done with them.
She remembered me, aw.
I hope that means I brought her some positivity. That's what I always hope to do. :')
@maryavatar - So true! And I do as well, having worked in customer service. It totally makes a difference in not only your day, but theirs! Insults to the chef/wait staff may be hazardous to your health! 😆
@jengsci8268 as a waitress myself (and one for Waffle House night shift of all places at that), it's always a pleasant surprise to get sweet customers. We almost balways remember something from every table we take care of, even if it's as simple as recognizing your face
Yep, same! You also never know what someone is going through so I'm always patient, understanding, considerate etc to retail workers, hotel staff, waiters, baristas etc. Treat people the way you wanna be treated and ya never know what you'll get in return. It's the way I was raised and I pride myself on continuing that value of kindness everyday no matter who I face.
I always taught my kids to say thank you to servers when they put the food down in front of them. My kids are adults and they still do this, and now my grandkids do this as well. I've lost rack fo the number of servers who've commented on how they noticed and appreciated this courtesy.
Retail employee here, better treatment is given to customers who ARE polite and respectful. I have been more willing to make exceptions to customers who do not cause a fuss and/or throw a tantrum. I have also received excellent service for being polite and understanding. Even free stuff!
Edit: I love all the stories about people going the extra mile for polite customers. Goes to show kindness goes a long way. 😊
I worked in customer service for 20+ years (albeit not retail), and I am always polite and friendly to the front-line staff. They deserve it. Public-facing positions are utterly soul destroying!
My partner and I traveled to New Orleans for Mardi Gras this year. We got there at 10am and they held our bags and let us sleep on a couch in their little sitting area on the 2nd floor until our room was ready. Got into our room 2 hours early. It does pay to be nice 😁
Absolutely!! 💯
I agree. I have worked retail and retail banking customer service. Always went the extra mile for polite customers. Be rude and the last mile is policy. No bending the rulebook either.
Literally yesterday at work (you need a free store loyalty card to get discounts)
One customer ignored staff member asking for club card, then complained after paying about the price and outright lied about the price label, took product back refunded money sent him off with nothing.
Two customers later tapped her card before giving club card, apologised saying it was her mistake and was going to leave having paid extra, she was delighted when I redid the transaction so she got all her discounts.
I try to be nice to all, but the nice ones I'll look out for.
I have told the story many times. Customer had a off beat request that wasn't technically against any rules and would've saved her a lot of trouble, but it wasn't something I had permission to do. I called a manager to make the call since he would be the one reprimanding me if I shouldn't do it. Customer started yelling at me over it. He came and denied her. After she yelled and huffed and stormed out, he turn to me and said "I was going to let her do it until she yelled at you."
Wow, a manager actually caring about the employee for a change that is refreshing to hear.
@@1nm1 I work in childcare, and we have a few parents who will start ranting or shouting at us over the smallest thing. (once it was because we were 'giving the children too much fruit'. Seriously. These parents will complain about anything) And our manager says to get her if this starts happening. She'd rather take the full brunt than us.
@long_term_karma9899 I worked in a childcare area that was free to the parents once. Because it was free, we were permitted to ban people for any reason. The only time we ever did was when the parents were absolutely the worst. Kids got three strikes because they're kids and still learning. Adults should know better, though.
When I get to the hotel early, I always throw the desk for a loop because I'm not a jerk.
I tell them that I've arrived and will be going out to a museum or a movie or something and not to give my room away as a no-show in case I'm not back until after 6.
They're usually relieved that the argument they think is coming isn't going to happen.
"You catch more flies with honey than with vinegar".
I've broken rules for nice customers before just because they were nice to me
Sheldon Cooper : "You catch even more flies with manure. What's your point?" 😅😅
When we went to London, our flight arrived at 6:30 am local time. By the time we got to our hotel, it was around 11AM. Check in wasn't until 4. We were so tired, we left our bags there, found someplace to eat and then sat quietly on the couch in the lobby. The staff got us into a room at 1 PM.
Staff at just about any place you go, whether hotel, retail, or whatever, will go out of their way to make sure you are taken care of if you are polite. They get more than their fair share of grief with people like that 'super high elite rewards member."
I had a horrible teacher in high school who once said this to me. I responded, "why would I want to catch flies?"
@@benu_bird to get rid of dem fruit flies. Those f'errs are annoying.
I arrived at a hotel once and all the computers were down. It was absolute chaos. I waited and when called by the front desk wasn't a jerk about it unlike everyone else. When I got to my room, it turned out I'd been upgraded to a larger room overlooking the MLB stadium next door. My wife and I watched an entire game over a bottle of wine. Still one of the best hotel rooms I've ever been in.
"I'm very important" that's how you know somebody is not very important
lol true
Like an “alpha male”😂 If they have to tell you, then they are not😂
@@MamaEvaUSA, I read somewhere that the wildlife researcher who coined the term “alpha male” and “alpha female” said he wished he could take it back, primarily because he realized his theory was flawed as he worked further with the wolves he was studying. But also because the term got usurped in the worst way possible. So guys who go around referring to themselves as “alpha males” are not only NOT what they think they are, but alpha males don’t exist the way they think they do.
"Any Man Who Must Say “I Am the King” Is No True King"
@@JustLiesNORand no important man has time to stare at someone for hours
It is somehow worse at 6 AM when people come in demanding an early check-in. Nobody has even come down for the continental breakfast let alone checked out yet. We were sold out last night. Our housekeepers do not come in until 9 AM. There is no way to allow an early check-in.
At the hotel I work at, we have a rule that as long as morning shift people haven't clocled in, we are still "yesterday night" and therefore, we charge full price and you still have to leave by 12pm the same day. So basically, if someone wants to chexk in before 6:30-7:00 am (depending on the day) we warn them that they will have to pay an extra night at rack rate.
We're doing this because there were a lot of abuse attempts in the oast (especially during COVID because people knew we had low occupancy)
My parents travel a lot and often end up at hotels at odd hours: but they're also smart enough to have booked the room for the day before, and inform the hotel about their arrival time. The room is ready and waiting, with the front desk only having to get the details confirmed and such.
Even when they had to stop last minute somewhere, being polite goes a long way and the hotel staff will atleast show them a guest bathroom or smt so they can get refreshed/change clothes after a long day of travel
When I went to Bangkok, I specifically balanced check in times... Actually, found somewhere I decided I had to go visit even before checking in... And then found a way that I could make the time work with the early morning dawn arrival at BKK. All balance, to ensure there's enough time for them to accommodate if possible. And by the time I got to the hotel, just "20 more minutes" was all that was needed. Yes, I did ETA my arrival to be later quite early, too.
So everyday all your rooms are occupied????
@@johnp139 Not every night but the hotel I work at has been sold out almost every day since the beginning of July. On the 4th specifically we sold rooms seconds after people made cancelations.
Usually in the summer we are sold out every weekend with less business during the week.
I was waiting for a flight and asked the person at the counter if first class upgrades were available and she looked it up but was just too expensive. I thanked her and sat down. Just then a man came up to the counter and demanded a free upgrade because he was a super high elite rewards member (😂). She tried to tell him she couldn't do that but he just yelled at her until she finally left, but not before dropping a new first class boarding pass in my lap as she passed by. I haven't thought of that in years until this skit. I still laugh.
I had a woman recently call about a reservation. I was busy upstairs and told her it would be less then 5 minutes and I would be down to check her in. She said that was unacceptable. She would not wait 5 minutes. If I wasn't here right away she would leave. I told her that I understand and that I have gone ahead and cancelled her reservation on her behalf. Her reaction was priceless.
By the time I am ready to get my stuff and head to the room that is almost 5 minutes right there
Malicious compliance for the win baby!
🙄😳😱 Bu-Bu-Bu .... Buutt ... That's not how it's supposed to WORK! You're supposed to GROVEL to win my FAVOUR! nope. just nope! 🤷♂️🤦♀️🙅
Damn, I can't imagine how such a charmer keeps having such bad luck 🤣🤣🤣
awesome!!!
I had requested an early check in for the Lollapalooza weekend. The rooms were not available but once I told them I needed to be able to get ready, they got me a shower and dressing space in the spa. Then shifted my bags once the room was done. No drama. I was so grateful
The pettiness is strong with this one.
I salute you.
Flew frequently to London on the red eye from JFK. As anyone who does this, you know your are flying against sunrise, so you get to Heathrow between 6 and 7 am. By the time you get to the hotel there is no way you can get checked in early. Left my luggage with concierge, advised the front desk to text me when I can get to my room and asked if it was permitted to sit in the lobby until then. Every time the staff busts their hump to get me in as early as possible. It always pays to be accommodating, pleasant and personable.
No, actually EVERY TIME that I have done THIS EXACT SAME THING, I’ve been able to check in early. Maybe you choose shit hotels!
@@johnp139 Not the last one. Wonderful hotel. Tower Bridge Hotel, highly recommended. Great view, spacious rooms, fantastic dining. Will go back there anytime.
@@johnp139 Or maybe you do depending on how empty the ones you visit seem to be.
I once needed a late check-out at a hotel. I asked the front desk clerk if that could be arranged. He explained that service was only available to Super Elite (or whatever tier) customers, and then he proceeded to upgrade my status! 🙂
I was a regular customer at that establishment for years both before and after the uprgade, so the staff there knew me.
Oh my gosh! That's amazing!
My older sister was a Karen before people used the name. She'd rant and scream about any inconvenience whether or not the person she was screaming at was at fault.
Once we were waiting for a table in a bust restaurant and I saw her getting ready to start, so I told her to hush. Then I politely reminded the hostess we only had a party of 2 and where we'd be sitting. In less than 10 minutes we were seated and my sister was amazed and asked me how that happened. I reminded her how our mother would tell us you catch more flies with honey than vinegar. Sadly it didn't register and she just became worse until I finally refused to go anywhere with her.
She is a narcissist, I know all about those 😅😅 sorry for what you have to deal with🥺🥺
@brandonhealy7158 fortunately or unfortunately she's in a dementia unit in a nursing home so the poor staff has to deal with her. I've read that Alzheimer's patients often reverse their personality but she's just gotten worse. She's been like this since we were children. God bless those wonderful caregivers in the home.
@@jk3mom Luckily my once very robust and energetic mom is very soft and caring for others now she is with Alzheimer. Never expected that, she still has a grudge with my sister and and can remember that she doesn't like my wife but doesn't recognize my wife..
@jensesau3148 my mother had Alzheimer's also. Just like your mother she was a sweet and loving person. By the end of her life she didn't recognize anyone except my first son, she'd cuddle him and say "Isn't she pretty?"
So sorry you're going through this. Watching a parent mentally decline is one if the hardest things to experience.
My brother was once ordering something that he wanted from mail order. He didn't get exactly what he ordered and was very upset. He rarely had time to go shopping himself because he was in the military. He was complaining to me about it and said, "There should be one person that is paid to just let you yell at them, a supervisor or someone!" I, who worked in customer service asked him, "Do you want that job? Nine times out of ten, the person that you get on the phone is not the person who caused you the problem. You want that person to be your advocate. Do you think that yelling at them is the way to get them on your side?" That pulled him up. I actually got through to him that if he was polite and asked nicely what they could do for him, people were much more likely to want to help. At least he tends to be more polite with service people now in front of me.
I would have told him that if he should be allowed to yell at them, they should be allowed to yell back at him. And you’re right, the person who is trying to help you is very very rarely the one who caused the issue.
And even if they caused the issue, so what? It was almost definitely an accident, and if you're polite, they'll be apologetic and fix it asap for you. If you're a dickhead, they're going to go "Who's this asshole freaking out over a wrong order? Do they not have anything better to do with their damn day?" And your thing is basically guaranteed to be fixed as slowly as possible
The only time i ever asked for a late checkout, i was first denied. I was okay with it, expected it actually. I asked if i could sit in the lobby for an hour or so the next day as the appt i had scheduled for the next day was a bit of a wait before i had to leave. I know it was probably because the room i had was paid for by Indiana Donor Network (my daughter was an organ donor and that night was when they took her to the OR and i did not want to leave the city until the process was finished and she was on her way to the funeral home). The guy seemed so relieved by me understanding that after we were checked in, he told me he could give me an extra hour to check out the next day. He was so sweet about it, and understanding, and probably was afraid I'd be crying in the lobby the next day (joking, but still).
Kindness goes a long way. Its been 10 months and I remember how nice he was, and if I'm ever back in that city, that hotel will be the one I stay at.
You're a saint. I don't think I could hold it together in your situation. My sincere thanks to you and your daughter for saving multiple lives at the worst possible time.
I’m so sorry about your daughter. ❤
I’m so very sorry about your daughter.
I'm so very sorry for your loss of your daughter. Grateful that she was an organ donor.
I’m so sorry about your daughter, and very grateful for her being an organ donor. I’m a transplant recipient, and I wouldn’t be alive today without families like yours, so thank you very much for your generosity.❤
Yep. When I was working at the airport as a check in agent, I always gave good seats to people who treated me with the baseline of respect and dignity and always gave the crappiest seats to rude/yelly customers.
Yes it's petty. No, i don't care. Even on really bad days I never treated service workers like crap, there is no excuse.
Same goes at restaurants. Oops, we don't seem to have that reservation/this table between the kitchen and restroom is the only one available/it will be a two hour wait/no there's nothing open tonight, we're fully booked. I'm so so so sorry.
@@JayCaesar Ab-so-lutely
@@JayCaesar My mom, my sister, her boyfriend at the time and I went to a Greek restaurant once and they didn't have a table available right at the time being (dunno if my mom reserved or not). So, we were happy to wait at the bar, order a drink and wait for a table to be cleared (which wouldn't be long). In the end, we had the choice between the table right next to the kitchen exit or waiting a little longer. We picked the table next to the kitchen exit and had a great night. We even got a small bottle of ouzo for free for the inconvenience, which my sister and her boyfriend enjoyed a lot (I don't drink and my mom drove us all home later).
Being nice and understanding is the best way.
But still.. I remember being in New York on my 18th birthday (which for Europeans is something special) and my HighSchool class and I had a reservation at a restaurant. When we came, nothing was available and we had to wait for like 30 minutes (I really was surprised noone of my fellow students got angry, as they were American and not really used to something like that). When we eventually were shown to a table and ordered food, it was luke warm at best. At some "fancy" restaurant (I think it was a Hardrock Café or something). I was really disappointed to have such a bad dinner on my birthday. Luckily my host mother had prepared cake, so when I got home close to midnight (it took the bus hours to get us home), we had cake 🙂 But I kinda would have expected the restraurant to try to make the experience the best they could after the long wait - because America. In my experience, everyone working in the Service industry is trying his or her hardest to give the customer the best experience possible - even more so if they are nice and understanding, don't make a fuss etc. (which I don't recall we did).
@@hellkitty1442Your first mistake was thinking Hard Rock Cafe was a fancy restaurant.
@@theoriginalbridgetconnors Maybe. It was just turning 18. Never been to one before visiting the US (I was once on a different field trip in the US and that was a good visit, if I remember correctly, it was in Washington or Philly). Never been to one since. I kinda used "fancy" here as well to express, that the chain tries to be something special. And nothing of that sort was transported that day.
Good. I taught my children that you treat the people who provide you a service like royalty. Yes, there are perks, but that's not why we do it, not why I taught them that. Customer service can be challenging at the best of times. People who treat you well are such a blessing
People who are actually very important and need a room in the morning book the previous night to guarantee a room will be available.
I'm a waitress, and first impressions are always extremely important to me. When I worked at the last location I was at, I ended up serving a local celebrity and he loved when I was working because I treated him like any other human being who sits at my tables.
I don't care who you are, how well known you are, or what your social status is. If my first time serving you isn't a pleasant experience, you'll either get handed off to another waitress or I'll give you the bare minimum treatment. "Kill then with kindness" doesn't always work, but it's a treat when it does
I was honestly expecting the two guests to meet and the nice guest siding with the front desk agent to try to calm him down and then he fighting about who gets the room that he should have access to the room because he's a super elite award member. I think that would've been really funny.
That’s what I was expecting to happen next, too
It would have been funny, yes, but less realistic.
@@kayc607 you’re probably right
If Mr. Smithe was there when the nicer guest got the room, unfortunately, the front desk agent and nicer guest would have probably given him the room 😞
It does not matter when you want to check in. People are still leaving the rooms and the rooms are not clean.
Right. And that's where Jess failed to explain things to the man properly. She just said "the room isn't ready" when she should have said "I'm sorry, sir. The rooms were all occupied last night, and we have to wait until someone leaves before we can clean and give you the keys."
@@KristinaBoBinaEXACTLY!!!!
@@KristinaBoBinaShe did explain that.
@@johnnemeth6913she didn't
We once were at a hotel, our room wasnt ready when we arrived, they held our bags, we went to the pool, drank some orange juice and had the best time of our life. Propably this is the best way to do it, better for the own soul.
We arrived at a hotel in Singapore at around 7:00am in the morning the day after the Singapore Grand Prix and obviously could not check into our room (there were still guests coming back from after parties as we arrived at the hotel). We were booked on the club floor and it was so early even the Club was not open. We had no expectation they would do ANYTHING for us, just politely asked if they could hold our bags, while we went for a walk around watching the sun come up (beautiful city). They were happy to oblige.
We popped back in mid-morning to get an update, and the hotel staff graciously let us access the club lounge (to have brunch, a vew and a nap on the sofas). We were happily relaxing but the staff felt so guilty we were still waiting to checkin at midday (well before guaranteed checkin time, and we had said NOTHING to them), they upgraded us to the first suite that was available. We had a lovely stay.
As opposed to 7 am in the evening????
I loved the ending to this. The fact that you turned to the camera to basically stress "Yes, this did happen to me and it was as bad"
This happened to me at Disney. We were extremely early and when I checked in. I mentioned we were early and not sure if a room would be ready. Completely prepared to just leave my bags and use the pool. And they had a room available for us at like 11am. It was a holiday week and so unexpected it definitely pays to be nice. They may have just had rooms but still. Being nice is always best.
So i am a retail employee. I always apologize, say please and thank you because i have good manners. One night after work I went to a drive thru. They told me it would be a little bit of a wait and to wait in a certain spot. I dont know the exact circumstances but i do know i got my food before someone who was waiting before me
I rented a room at a hotel in Hawaii, my wife came for check-in, we were polite and respectful of the staff upon arrival, and we got upgraded to a better room.
We once had to wait an hour AFTER check in time had officially started and we were still polite and understanding.
The fourth wall break was an excellent way to conclude this eye-witness reenactment, thanks! 👏🏻 👍🏻🎉😂❤
And that is why I ALWAYS treat people who work with the public very well. That probably also explains why my gf & I received a room upon arrival at 11am on a busy weekend. I hadn't considered it until I saw this. I then tipped the front desk lady well to show her I was grateful.
I learned this lesson when I was 15 and my flight to London arrived at 6 am. We got to the hotel at 7 am. Because of the time difference, it was 2 am for me. I was tired and wanted to go to bed. We were informed that the rooms would be ready in eight hours. I was so tired. I was angry that I could not check into my room to go to sleep, but ... that day I learned a lesson about check-in time that I have never forgotten.
I’ve always been able to check in early, maybe you choose crappy hotels.
@@johnp139 You can often check in at 1 pm or 2 pm (though there is never a guarantee). If you are super lucky, they will let you check in at noon. No one is going to let you check in at 7 am.
@@johnp139 7am early? What hotels are you going to that lets an early check-in that early?
@@TheHcjfctc Probably 5-star or 4-star hotels.
I love the way she said personally said so nicely but with so much underlying sass absolute highlight
that was quite a revenge, I loved it jess.
Something that bothers me so much with this is...even IF the hotel screwed up and even IF the entitled guy was in the right...how exactly do you think 1)being rude to the front desk helps and 2)what is she supposed to do? Magically create a new room by the wave of a hand?
You can make your displeasement with the situation clear without either of those things. But I'm pretty sure "being nice to the front desk" does not constitute as "legally I have accepted my situation and therefore waved any rights to compensations", so don't be a jerk about it...
We had a customer lady who went nuts when my (annoying) coworker didn't make her food right. As much as I don't like him and he did mess it up, the way she went about it was uncalled for. She watched him make her burrito. She saw I guess he forgot to add thr sausage but didn't say anything until he wrapped and cooked it. We were slammed with orders and when we handed her her two burritos, she opened up one and tossed it on our counter yelling about how he messed it up. Lady, you could've gone about that differently. I guesses she realized that and and we saw her two weeks later. Instead of saying, "um excuse me but he isn't making it right," she waved her hand towards my face and made annoying gestures. Told her not to wave her hand in my face. After she walked away her grown son apologized by her behaviors. I thanked him for his kindness. Told him we'll fix whatever we mess up but don't need her craziness
@@priscillajimenez27 Ohhh, I know that feeling of "why didn't you say anything???"
Coworker of mine had to make a coffee three times a while ago. Woman sat at the corner and ordered a coffee, saw him make the coffee and give it to her. She then said "but I need Decaf"...she didn't ask "is this Decaf?", she was fully aware that it wasn't and waited until it was in front of her.
He of course took it away and made her a Decaf. And the second he placed it in front of her again, she said "And now I need it to be a Cafe Latte".
Being the impossibly patient guy that he is, he made her a Decaf Cafe Latte, which isn't really possible with our machine, so he had to do a few tricks for it to work.
When she got it, her only reaction was "Finally".
That was during a party. I will admit, I had no squabble whatsoever to put three coffees on the hosts tab
Every time someone is a jerk about stuff I assume they're just trying to get free shit. Unless i/the hotel genuinely messed up, it just makes them look like scammers which I have absolutely no patience for
There really should be a three strikes rule at the front desk... rude to the agent three times, your reservation gets cancelled on the spot. If you're causing problems right out of the gate, you're going to cause problems for your entire stay, so no one should be forced to put up with you.
I had this exact experience a few years back, I was behind Mr Smithe so I knew what the situation was. Ten minutes later they called me. BTW you are amazing, I appreciate what you do.
Recently was granted early check in to a cheap hotel after spending the night on the bus and dragging my luggage in the hot sun after I ran out of data to call a Lyft. At first didn't even have the nerve to ask the hotel to hold my bags, but texting my dad he said it couldn't hurt to ask, so I went in I'm sure looking sweaty and sleep-deprived and desperate and practically begging (very politely) if the hotel could give me room early or hold my bags. Young man at the desk was totally chill about, it was just a small fee, and I got there and slept like the dead. So grateful to that hotel for their kindness 😊
That’s pretty much a standard practice.
Good short Jess. A good fix is to remind customers that if they need the room at 11 AM, that they should book 2 nights instead AND they should call the hotel to check-in for the night they aren't physically there so that the hotel does not give away the room as a no-show. Alternatively, there are hotels that participate as an affiliate of DayUse which allows for booking alternative hours (e.g., 1 to 6 hours during the day); also can be combined with a regular booking to address very early check-in or checkout needs. This also helps hotels that aren't fully booked to sell unused occupancy.
Giving different options for check in and check out seems like a nice idea.
With a tiny discount for early check out (and late check in), you can upcharge for early check in (and late check out).
Thankfully I never worked in customer service but I understand that even a simple, meaningful "thank you" can go a long way.
I work in accounting, and I feel that everyone should be able to send 1 email a year stating how stupid someone is. This can translate to hitting an idiot customer up in their head at least once a month
we had Ms Smith, now Mr Smithe😭😭😭
Many years ago my mom and I were flying back East from Hawaii. We had a one night layover in LA, so we booked a budget friendly hotel near the airport. We arrived at the hotel in the late morning. Our room wasn't ready for us, nor were we expecting it to be. We were offered a visit to the breakfast buffet. Then we got comfy on the living room style furniture in the lobby and nodded off. My mom snores quite loudly (even louder when she's exhausted). We weren't napping for long when all of a sudden our room was available. I can't help thinking that it was a combination of manners, us making the most of what we had, and mom's snoring that enticed the front desk to get us to a room ASAP. 😂
It astounds me how many people don't seem to get the concept that you're more willing to do favours for those that make your life easier than for those that make it harder
It’s just a skit it’s just a skit it’s just a skit…
Except that it actually happened to her
Based on a true story
A skit based on a true story I believe
LOL love this comment 😅
So triggered. So glad I left hospitality
5:30 please tell me you at least flipped him the bird when his back was turned
As tempting as it is, it's not a good idea in an area where there's a big chance other people can see you. If another hotel guest sees it, they'll think twice before booking another room.
@@theplasmawolfplus security cameras, so the boss can see you do it.
@@theplasmawolf You can certainly still think about it though 😂
The last time I went to Disney World I had just quit my retail job. We got to our resort very early, we were not expecting anything and to our surprise our room was ready. I don't understand why people are so rude to the staff.
He's probably going to "require" a late check-out. 😂😅
I am a super high elite member at a few hotel chains. If you travel that much, you should know the rules backwards and forwards, and know that sometimes you get in early, and sometimes you don't. What a tool.
Once I had a problem with a bus group so bad that I simply locked the front door on them untill the paid me for their outstanding bills. The same agency also brought a full bus with clients to check in and pick up another one that was staying the night before.
Pretty sure that is illegal too.
How is ANYONE that early? I always click the "Late Arrival" box because I know I'll still be fighting for my life in traffic until at least 6:00PM no matter how early I left that morning.
Work trips? If someone is flying on a weekday at like 9AM on a short flight, I can see them arriving at 11:00.
(Also, did not wanna sound rude in this comment, mainly throwing types of trip out there to encourage a nice conversation)
I used to regularly travel cross-country. I would leave at 12:30 AM and get to my destination about 11:00 AM. Flying at night meant less busy airports and also that I arrived in time to accomplish something on my arrival day.
(That said, I normally stayed with my Family rather than at a hotel, so check-in time was not an issue.)
I do overnight international trips. But I always have my company pay for the prior night to guarantee my room when I get in at the crack of dawn.
@@gabpin72 No rudeness assumed, friend. Even when I've taken pre-dawn flights, there's usually been a lot of time-eating rigmarole at the destination airport, rental car desk, and rental car lot. Then there's my routine of finding a local grocery store to stock up on things I can't get at a hotel, and then driving to the hotel which might be fifteen minutes or three hours from the airport, depending on many factors. These days I mostly drive to destinations in the Lower 48 so I can discover amazing sights, eat at awesome little mom-and-pop restaurants on the road, see and photograph more of America enroute, and have a car that I'm already comfortable with when I arrive. Either way, I've almost never been able to check in before 6:00PM (except in Las Vegas megahotels, but those are not real places).
The only time I really stay at hotels is at amusement parks. We get there super early because we want the full day at the park!! So I stop in at the hotel first, normally 9 o'clock ish, and pick up our tickets to the park. I keep bags in the car because I don't want to be a hassle for them. And I get pre-checked-in so they know we will indeed be there that night but we don't actually come pick up the key until close to midnight.
I love that it's clear you are so good at your job because it's a similar problem over and over again. The references to the reservation confirmation email are so "per my last email." Love your channel!
I would have made him come to the desk to get his keys. I can be spiteful, gleefully spiteful.
I was hoping those guests would meet at the desk. When the dude saw another guest getting a room before him, he could be informed that guest was at a level above super high elite rewards. That guest has manners and a lack of entitlement, something you’ll never be able to attain, sir, no matter how hard you try.
When I’ve booked hotels online, the arrival time drop down said we cannot guarantee check in until 3:00.
As someone who has worked in Both retail sales and hospitality, I can relate to this video on Oh So Many levels. In fact, I've got some stories to share of my own...Maybe I can post them on my own channel. 🤔
Moral of the story :NEVER treat front desk agents rude or disrespectful! They can and WILL remember. ❤❤❤
Having worked in a senior customer service role I love that you did this but also so often rudeness was rewarded.
Be Good, Stay Petty
I had a sweet, lovely, and VERY understanding guest. She made a request for early check-in, we had no rooms (10/11am), were fully booked night previous. I offered to hold her bags for her and got all her info so she would just have a quick & easy actual check in. She went off to lunch and came back (after at least an hour and a half) and asked if any rooms were. I noticed that we only had the “executive” version of her standard king room ready (meaning guaranteed top floor room & tend to have amazing view), and since she was literally a an absolute doll, I was going to give her a free upgrade, to make up for any “inconvenience”. She understood the “only based on availability and no 100% guarantee” after I had earlier explained it to her, so I wanted to be nice back and not make her wait another while until a standard room would become clean and checked.
So I call my manager/non-manager (had AGM roles but wasn’t and is an hourly employee, but sure acts like she isn’t if you catch my drift) over to the desk and ask essentially if I can give her the room upgrade subtly (we had more than enough rooms and availability for me to do this so that wasn’t an issue). My associate (I don’t want to call her manager bc she doesn’t deserve that title) then starts to belittle me, talk to the guest like she is less-than and stupid. Lots of other stuff too.
Oh my gosh, but the lady later sent an email to our GM calling my associate out on her awful and unprofessional behavior, mentioned how I was really polite and kind to her.
My associates response to the accusations was to say that the lady “barely” spoke English - she had a Korean-English accent (w/a little bit of Canadian in it) the lady was fluent from what I could tell - said she was argumentative and problematic, that I was improperly doing my job, etc etc.
Edit: clarification
Yep I booked into a boutique hotel for the 4th (view of big fireworks display). Called at 11 am no rooms with views were available. I was told 1st come 1st serve at 3 and they were very sorry they couldn’t save rooms over the phone. Thanked them nicely and told them I would be there at 10 til 3. Walked in (at exactly that time) and they were already giving out a room with a view and I figured I missed out. Checked in immediately and at the end of the process inquired about the view and the OTHER clerk giggled and said she had preregistered me into that view room as soon as it was ready. 😊
Aaaaah! Yes! As a retail worker, I sympathize with all customer facing jobs! I'm always patient and will calm my companions down if they get antsy. I say it often, but being nice will always get you farther than being pissy.
I'll take "Polite and kind" for 500 please, Alex...for the win and the room 😊
I always say that you can tell whether or not someone is a good person by how they treat animals, children, the elderly, disabled people, and service workers of any kind.
That guys totally deserved that! I would have also made him say please and thank you when handing him his key, but I’m willing to bet that no one has ever taught him those words. I would never work in any kind of hospitality/service industry. I would definitely get fired for teaching people like that a thing or two! 😂😂
When I travelled internationally for work, my work would PAY for early check in in Europe when I arrived at 8am. That's how you guarantee it.
Even then, that's not 100%. The best way would be to book a day early, do a digital check-in at 3 pm the day before you arrive, and take the key at 8 AM. Paying for it doesn't mean it's available, money can do a lot of things, but it isn't a cheat code.
@@Slipknotyk06 No, it was guaranteed early check in that was paid for. An agreement with the hotel. I worked for an international bank that did LOTS of business with this hotel. They weren't about to risk the contract by telling people coming in at 8am that they didn't have a room. It absolutely was 100% guaranteed.
Sounds like you're paying for the night before as well
@@benu_bird an agreement between a company and a specific hotel is the exception, not the rule. Outside of your specific example, the only way to "pay for a guaranteed 8am check in" is to buy the room for the night before, as someone else posted. Amd even then, I feel comfortable saying that the hotel gave them a discount if they paid for the night before to "guarantee" the room. Request the receipt and see what the rate was. Anytime I've traveled, that was the case. Company got a reduced rate since the room wouldn't be occupied, but the hotel got guaranteed money.
@@Yunfarron78 I never said it was the rule for *everyone*. It was anecdotal. I knew what the rate was. They didn't pay the full previous night. They paid a fee (I believe it was 20CHF), and the room was at a special, negotiated rate (about 200CHF). I got the receipt-I had to submit expense reports. It's kind of scary that you "feel comfortable" just saying things when you don't know the facts.
And I worked the front desk at a hotel through high school and university. Plenty of companies made deals with the hotel to guarantee a rate or special accommodations in exchange for guaranteed business (a trucking company that sent us lots of business in fact had guaranteed early check-in and late check-out since the drivers would come in early after dropping off a load, or have to leave at 5PM if they were called to drive). It happens all the time. If a company has an agreement with a hotel, it is in fact a "rule." All I said was that when I travelled, my company paid for early check-in that was guaranteed. That's it. Then people have to start imagining that things happened differently. Reading comprehension skills at their best... 🤦
5:09 I can’t tell you how many times people have tried this to intimidate me just to give up after a few minutes or seconds 😂😂😂😂😂
What gets me is how he whined to his secretary and she condescends the front desk agent. 😂
As a person who has done retail for years this is true, people who are nice always jump to ahead of the line. Whenever I wait patiently for anything I always get upgraded, extra food, fresher food and sometimes get jumped to ahead of the line. I hate to say it but looking a pretty girl in the eye goes a long way as well.
I'm so glad you didn't reward this entitled jackass for his entitled behaviour. Also, if he was able to sit around doing nothing but pettily staring at you for several hours, he clearly didn't have anything important to do.
I think those of us who have worked or do work in customer service (I work retail) have a greater empathy for others in the industry!
Absolutly. No matter how right I am and how much stress company cost me, front line employee will not experience me pouring my frustration on them. Is not their fault whatever BS the management of the company is inposing.
PTSD is hitting me hard. I'm glad I'm no longer in the industry. I've dealt with this many times
For customer service issues that can be handled by online chat (my preferred method), I always start the conversation with, "Hi! I hope you are well and having a good day." It's always received with appreciation because so many people think they can be even more rude in an online interaction than they are in person. I worked retail for a few years many years ago and always went above and beyond for the customer who was pleasant and understanding. My daughter worked retail too during her college years and beyond until she found a job in her field, and it was absolutely unacceptable what some of the customers said to her, including inappropriate comments about her appearance and making suggestive remarks (she's a pretty, blonde, petite young woman). She learned quickly how to put people in their place while at the same time maintaining her composure. People sure can be horrible, though!
I was hoping this story would end with a certain twist…. and you didn’t disappoint.
I have a hypothesis that you just confirmed.
I already knew how vengeful telephonists could be because Mum used to actually keep a list of members who were rude to her on the phone. That’s why I am ALWAYS polite to people I talk to for tech support or whatever.
And of course, I fear p***ing off anyone who handles food lest they spit in it.
One day, I was thinking about it, and I realised it’s probably not just those 2. ALL workers probably have some tiny way of getting revenge on people who are rude to them.
So just… don’t be an a**hole to anyone.
...y'know? I got that "nice person" treatment at a restaurant last night and I felt so bad about it. It was an Indian place and we were wrapping up our dinner at just about closing time. I really wanted a strawberry lassi and went to go ask if they had any. They did not (only had mango left pre-prepared, which I'm mildly allergic to), so I was like, "Oh. I'm allergic. That's okay. I'll just get one next time." and they decided to bend over backwards and go make me one, even though they were closed by that point. @_@
I used to work in retail and had to deal with people like this all the time. Treat the worker well and you’ll get the best service from them and maybe even exceptions to the rules or policies.
in customer service you apologise for a million things that are only not your fault but completely out of your control
I work in housekeeping, on weekends I start work at 10 and there are usually only a dozen rooms checked out by the time I start check out at 11 and so many people take that check out time personally and leave then or later. There's been times where I have to stand in the halls because no one is checking out. Even so it takes a minimum of 30 minutes to clean a room, then you have to wait for a supervisor to inspect which can take longer as they don't like to come up to the floors to inspect one room. If you happen to be lucky enough to get a room the earliest you can check in is 12pm and it is NEVER a guarantee
So EVERY ROOM was OCCUPIED the previous night????
@@johnp139 sometimes yes. But the only way early check in can become a possibility is if we have a vacant room that isn't booked and has been cleaned the previous day or if someone checked out early enough that it can be cleaned by the requested time. It's very often that we get people trying to check in early even when they haven't requested it which I've never understood since it's never a guarantee.
Having their assistant call into the hotel was another level of entitlement...as if that person has ANY pull with getting the room or additional benefits. Glad this was dealt with according to hotel policy and that you did not simply knuckle under.
It's so good to see niceness rewarded and not entitlement.
I got so giddy watching this because I can relate to this. TLDR: Don't be rude to the girl at the switchboard, I have way too much power over your call.
Story: At my place of work, I'm an apprentice regularly tasked with secretary work like answering the phone. On day, two ladies called very close to each other. They both had a similar, urgent topic and needed the same, very busy college. The first was an absolute Karen, didn't want a mail sent to said college, called me either incompetent or useless and hung up on me. The second woman was very pleasant and understanding. She declined to stay on the line until the college was available, an information I could see in the computer, due to phone costs. I then did something I had never done before or since and called the woman back as soon as the college was available again. I also stayed with her on the line further since the college became unavailable again before I could connect. Karen did not get her issue solved that day.
As a front desk employee at a hotel, the accuracy of this hurts
We have people like this sometimes and im a housekeeper. Normally if the motel I work at if people request early check in we charge them $20
"Housekeeping should have already been checking rooms." Do you mean while the guests are still in there?!? Bud, that's not how that works.
I’m so impressed by this couple. They are truly the salt of the earth.
I had to take my Mom back to her place, 6 hours away after a full days work. I got a reservation for the day of but called the front desk that I would be in very very late for check in, just after 1 am. We were the very last check in in an otherwise fully booked hotel.
The way she says personally has lived rent free in my head for weeks. I love this channel sm
The customer service one wishes to always come across, any where. Thank you for being so awesome in the middle of "what⁉️".
If I arrive early I go check to see if an early check in is available, if not, I ask for the pool bands and if there is a changing room, then go enjoy the pool until check
The sense of entitlement never ceases to amaze me. It's as if he thinks she can click her heels three times and a room will magically become available.
He totally expected them to eject some unimportant plebe on his behalf.
YES!!! That is exactly how you deal with that situation! 🤣🤣🤣
I always go above and beyond for my wonderful patient, and kind guests. I still do my job for the others but not like I do for my nice guests. ❤😂🎉
I really like this one too. The contrast between the two guests is stark.
Bless you Jessica! There should be more people like you that doesn't give into entitlement.
He just…STARED at you for several hours??
What the hell
I was always raised to be respectful and kind to people helping us. I was told you are allowed to show frustration in a calm and respectful manner, and never in a “I demand this fixed NOW!” way, but rather in a “I’m sorry, but…………..if you can great, if you can’t it’s fine!”
I have a favorite San Diego, Pacific Beach Hotel -- the Beach Cottages. It is older, but well maintained. I always get there early since I drive from Arizona, but they are always nice and notify me as soon as a room is ready.
Understanding gets you everything, but entitlement leaves you with nothing...
I have worked in customer service for years (call centre for what is basically a welfare provider, tobacconist, paint shop, wholesale warehouse) so I've seen so many different kinds of people and the way i will go above and beyond for those that are just pleasant. It really doesn't take much to be kind and who knows what you'll get.