On the flip side of that, my family & I were traveling years back and due to traffic issues, we could not make it to where we planned to get to so we pulled over to see if we could find a hotel room. Unfortunately, everything was booked due to some sports thing going on so the concierge told us it'd be highly unlikely that we'd be able to find anything in the area. We were disappointed but understood and thanked them for their time while we debated what we should do. The concierge--having not been yelled at--told us, "Hold on and let me make a call," and five minutes later told us that a rival hotel five miles down the road had one room left and allowed us to book the room over their phone. That's what you get when you treat people with respect.
As a desk employee for over 10 years, yes. I will stubbornly refuse to help rude people but will go far out of my way to help people who are polite and patient.
I worked in a time share hotel as a receptionist. It was policy that the guests had their apartements from saturday til next saturday and if someone wanted to come on Friday, they would have to pay extra. One fine friday night a woman came and wanted to stay friday night for free. I even CALLED my manager to ask what should I do, but she very strictly told me the ONLY WAY she could stay is if she pays for the extra night. Next day she MADE ME APOLOGIZE to the woman, and told me, I could have worked something out! So....... There's that.....
No, he made a reservation. There’s no dispute about that. What he didn’t make was a _guaranteed_ reservation. Jessica carefully explained the difference to him, and he explicitly declined the guarantee and assumed the risk. The reservation existed all month, until just the day before his arrival. They even tried calling him before canceling it, to see whether he’d now opt for the guarantee. He ignored them.
@@zevsero9170 Yep. I take a slightly smaller risk with rental car reservations all the time. I book free cancelation reservations which guarantee me a car, but not necessarily the vehicle type I booked, with the caveat that I will be charged for a day for every day I don't pick up or cancel (so if I don't pick up on my scheduled day, I pay 1 day, if not the next day, 1 more day, on and on until my reservation is complete or I cancel). 100% of the time I get a car, about 30% of the time it is not the type I selected. I accept that risk that I'm going to end up in a mid-size SUV rather than a mid-size sedan...
While still a good manager, she isn't really backing up the staff here. She's just confirming that the guest was already told because to say otherwise would require her finding a room for the guy, a room that she doesn't have.
@@HariSeldon913 Eh, she's doing a bit more than that--notably, she's affirming that her staff informed the guest of the situation, thereby demonstrating she believes their account of things. As someone who works Retail Service Desk, that kind of back-up is pretty key to feeling comfortable in the role.
Just because you don't like the process or policy doesn't mean it isn't enforceable. It's their business, their rules. Plus, this is STANDARD! Does this guy never travel?
Also, what is he worried will happen giving his credit card info over the phone that wouldn't happen giving it at the hotel? If he's worried about fraud, just keep an eye out for fraudulent charges and report it quickly so you can freeze it and get a new one. I've had to do it before. It's no big deal, especially now that you can usually do it on your app without having to call customer service.
@@yt_energy Yes, many things, that's why I try to listen to them on such matters instead of thinking what I don't understand is worthless. Hopefully Mr Jefferson will learn from this.
In the time when I didn't have a credit card most hotels offered the alternative by paying in advance. For most cases it worked and I had a guaranteed room without giving my financial data out.
@@04279 You can still use a debit card. But most of those alternate payments are antiquated to the point that a lot of POS systems don't have them as an option for payment or are so heavily used in scams, a lot of businesses refuse to accept them because they can't trust it.
They do understand. But they try to scam the hotel into giving them a discount by creating a conflicting situation and making a fuss at the desk in the hope that the staff is afraid of scandal and will abide to their unreasonable demands just to restore peace. The problem is some intermediate managers in some places don't have the spine to confront that kind of idiot. So sometimes they do obtain what they want.
@@christianbarnay2499this is so accurate. I'm a cash office manager of a large grocery store and at least once a week I deal with a scenario of something similar.
While I get not wanting to give sensitive information over the phone...he did call the hotel, so he should have trusted his information was as safe as it was going to get. Not like the hotel cold called him asking if he wanted to stay at the hotel anytime in the near future. Like, the only way his info would get compromised is if the hotel's computer got hacked or one of the front desk people physically looked at and copied all the pertinent details to steal info. Even if they would let people pay in cash, most big chain places will still require a credit card on file.
Tbf, lately there's a lot of fake info going around on the internet too. I read about someone who searched for a company's phone number and the AI summary was somehow compromised to give the fake number of a scam. This person searched and found what seemed to be a legit number and still found themselves in a scam. Now the thing would be, if it was really a scam, then the guy in the video should know that his reservation wasn't made because he never actually called the hotel anyways so.......
@@Takkunda Oh, man, I work with so many Boomers like that guy. I had one project manager say he literally pays his cell phone company to REMOVE voicemail capability so no one can leave him voicemails. (Granted, some days, this seems like a great option, but I honestly don't want to actually live-speak with people.)
@@Tiewaz Not having voicemail is really, really easy. Switch providers and never do the voicemail setup. That's what I did like 3 years ago. If you call me and it goes to voicemail, it just says the box isn't set up. Anyone who needs to contact me will just text me anyway. Even my doctor's office just texts me anymore! Even if I have to call them for something (pay a bill, get test results), they shoot me a text that they need me to call in, and I do...on my schedule!
This is basically a shiny pokemon encounter. If you try to explain customers the "cost of business", 99% will stop you way in advance and declare that you are wrong anyway. We recently upped our beer-prizes (very moderate and the first change in I believe 7 years). Some people got upset with that. One guy tried to explain to me how much money we already make with beer. Since I knew he wasn't going to stay for the entire explanation, I just cut it short to my ballpark estimation that I need to sell around 17 beer in an hour just to make my salary. Only with the 18. beer do I make a profit for my business. Needlessly to say, I got the "that's just an exxageration!"-answer, combined with a very sudden change of topic.
Yeah, the hotel staff were nice enough to call the guy a day prior, so he would have a chance to pay the reservation fee, but he 'conveniently' let the calls go to voicemails. Despite being warned by the staff that unpaid reservations room will be cancelled during peak season, he didn't even bother to call the hotel on the day he would arrive. For someone who was so paranoid about giving credit card info via phone or online, how he wasn't anxious whether he will have the room available for him not?
That's the cost of not listening when someone tells you to do something and you're too much of a stubborn jerk to not listen. He wanted to play Russian Roulette with a revolver with 5 out of 6 chambers filled
At the hotel where I work, we won’t even book a reservation without a credit card on file. If any reservations come through from external sources without a credit card on file saying that they are a 24 hour courtesy hold, after the 24 hours, we cancel the res if we can’t get ahold of the guest to get a credit card.
Basics of contract law says you don't have a contract until you take deliberate actions like clicking accept online or take specific actions like giving personal information along with making a payment with another party. He clearly didn't want to enter into an agreement where he may fail to meet his obligations but that left the hotel free to enter other agreements with people who would actually pay.
I love it when the customer actually thinks you're making your own decisions.. so they demand to see the manager only to find out that the manager is the one who told you what to say
His tought process is a dumb as going to aq car dealership, finding a car you like, and then asking them to hold it until you can come back in a moth to pick up the car ..... all without putting a deposit on the car.
I’ve been in banking for a few years now, & people not putting on their listening ears when I explain a process or risk involved for doing or not doing something, is insane. 😂 It was always gold when I was a loan officer, & someone said they weren’t explained something or part of the agreement they signed, just to print the document they signed and ask “is this your signature?” “Yeah it is! I told you it’s not on there, are you stupid?!” “Ma’am/sir, what does it say in this section?” “…” *goes pale white “So, as stated, these are the terms, & as you just confirmed, that is your signature. Is there anything else I can help you with?” “… I WANT TO SPEAK TO YOUR MANAGER!!!” Bruuuhhhhh
I was at the bank one day and this guy got mad that they would not cash his check and the reason was he would not produce any form of ID. No bank card no driver's license no security card no nothing and he expected me to cash the check on blind Faith. I thought it was going to call the police getting to leave but if I left on his own but he wasn't happy.
I'm often confused ... How can people ignore often multiple sings that something does not went in xy way, but they ignore them and think they will be fine even they get told it doesn't work like that and in the end when they find out ... They yell at the staff as if they never had been informed or as if the staff is being rude to them, as if it would be their choise or fun or something, but not normal policy?????? Nice videos ❤ Hug from Austria ❤
it's the mindset of "I know better then you even though I really don't but I want to seem more important and smarter then the person who more then likely has more experience and knowledge on the subject"
Guaranteed money vs maybe money 🤷♀️ not a huge mystery which one a business would choose. A bird in the hand is worth two in the bush, as the saying goes.
People just loooove throwing the, "You'd be a better business if you just XYZ" line until you DO do something good for business, then it's, "All you care about is money!" 🙄 I do think there's a time and place for pointing out that a business ONLY focusing on profit can be bad for that business, but not here. 😆
it always baffles me when people are quick to call a business greedy for literally just running the business... if you don't like the prices or common sense kind of things like guarenteeing your reservation with your card then they should go elsewhere instead of throwing tantrums in public
Well I am officially old. Way back when there was a thing called 6pm cancellation. You could make a reservation without a CC but it was automatically cancelled if you did not arrive by 6. You also could cancel same day unless it was a special event.
That’s still the case, unless they need the room earlier. Remember this guy _had_ a reservation until the day before. It was a genuine reservation and all. What he didn’t have was a guaranteed reservation, because that requires a credit card. Had they not needed the room he’d have been fine. When they did need it they didn’t just cancel the reservation, they called him first to give him an opportunity to get that guarantee. He ignored them so they cancelled it.
We still got 6pms at my hotel. Free same day cancellations, though? Not unless it was a legit emergency. Flight got cancelled (with proof! Too many fakers where we are), went to the hospital, death in the family, etc.
Im surprised conspiracy theorists like him who believe that giving away credit card info over the phone or even online go outside and would actually stay at a hotel. Usually theyre in their bunker lol
Wait till people don’t understand how they didn’t trash a room and smoke in it. And then claim it wasn’t them with a bunch of bogus reasons. Like yes Ma’am. I’m sure in the 17 minutes since you left, the housekeepers smoked up your room and were chain smoking in it. For no financial benefit at all. I’m sure it wasn’t you who smoked. Not that it had anything to do with your window being open and having a do not disturb sign on the door for the past three days Lol.
The hotel behaved impeccably. They tried to contact them the day before when the part booking was at risk. When booking they were happy with the risk, and were told when the booking was at risk. How many hotels would do that when busy?
especially when said dude was warned his reservation was not guarenteed without payment and chose to ignore said warning just to throw a tantrum like a child
I have never had a hotel take a reservation without a credit card. In the past they would ask at check out if you wanted to keep the charges on the card, but it seems that since covid they no longer do this. At checkout they take the key ask if you enjoyed your stay and that's it. They don't even look up your info at checkout anymore.
@@stevennelson9504 I stayed at 4 hotels last month. Three of them asked if I wanted a copy. That means that 75% of them offered, which is definitely MOST by definition.
1000% doubtful... the only place he'd probably find vacancy is dingy dirty motels off of a highway since hotels are usually booked solid during the holidays
flip side: how would He feel if he was one of the people that had arrived for a room, cc in hand, and had been turned away in favor of the no show with No payment...? would he Still be "well they Did call first. so fair's fair." Or would he get upset that he was there with the money while the hotel was honoring somebody that Wasn't.
And ignoring the call from the hotel... I did that ONCE. Admittedly it was an overbook situation, not a "you didn't give us a way to charge you". I want to say there were some extenuating factors on why I didn't answer (busy in a meeting that couldn't wait, unknown number, etc) but I did ignore the call and I didn't have a room that night at that hotel. Showed up to the front desk, got the explanation, and worked with the desk to find a place.
This is not only a case of not listening carefully but also a case of "Don't you just trust me? I told you already, I will do it. That's it." And we all know: Never trust a stranger. And this is funny how he is complaining about the money. It is like if he would have called two businesses for the same job and whoever gets there first will get the business. Or like if he would say: "I will pay you next time. I don't have money right here."
I noticed the glow of green screen on Manager Jessica's hair. I actually think it looked rather cute! Would you consider adding a dash of colour to your hair?
Have a policy and stick with it. No card, no reservation. It's that simple. Not "We have your reservation, but it may be canceled." It's "You have a REQUEST, not a RESERVATION." (I work in a similar industry. Sounds like we have a better grasp on limited asset than you do.
No. You take the reservation because without it the room is likely to go unsold, especially on a weekend. But you don’t guarantee it, so if you end up needing the room you can cancel it. And you explain this and get an explicit agreement to assume the risk of cancellation.
If they refuse to provide credit card, why not just say that they do not have a reservation instead of saying they have a reservation without a CC guarantee. Tell them that to make the reservation, they need to provide a credit card. From the hotel's perspective, it is pretty much the same thing. If they walk up and rooms are available, give them. If not, well, they never had a reservation.
I actually have an incident that occurred which is the opposite of this. I was booking a room for my mom over the phone. I TRIED to reserve the room with a card, but they refused to take it at the time. I was also trying to make sure she got a room on the first floor, near an exit, due to health reasons. I even asked since it was a Friday if the rates would be the same when she arrived. She was about an hour out on the interstate. They assured me they would and that they had plenty of rooms, so all they needed was the name. This was about 10 years ago. When my mom arrived the rate had nearly doubled and they tried to refuse the specific locations requested, because there was an event in town for the weekend and rooms were scarce in town. I did complain to their corporate location about the lies they told me on the phone and the huge rate hike. Just to be clear, I told them at the time of the call how what days they planned to check in and out and verified repeatedly with them the rates for that time frame. I was livid and did contact the corporate office and was blown off.
Reservations made without a credit card guarantee are held until 6pm . You can't cancel it before that regardless of how busy you are. You tell the people calling to call after 6 to see if it has become available.
Every hotel I worked at (in Aus mind) would not take a reservation unless we had a credit card or some kind of guarantee of payment like a business account. Saved us a lot of discussions like this.
One of the most perplexing things about customer service. I am surprised that he didn't go with the tried and true 'no other hotel does it like this' when, in fact, they do. One of my most perplexing customer interactions was a customer who literally said "Everyone who works at your company are liars, I have spoken to five different people, and they have all told me the same thing, and its wrong". 😵💫
I had a boss that would get mad at me when I wouldn't answer the phone despite having literally a lobby full of people looking to book rooms. I tried to explain to him that the person standing in front of me is a guaranteed sale, the person on the phone is a Schrodinger's Sale (they may or may not book) so I'd rather expend my time and energy on the guaranteed sale - and the four guaranteed sales behind them - than waste time on the phone with someone who likely is just shopping and isn't ready to decide where to stay yet.
Wait, do you really have to give out your full credit card information over the phone? Like number, expiry date _and_ CVC? I mean, I'd get that it is a security risk, but then I would just book online...
I wish they would apply the same business logic at grocery store delis. Customers order enormous amounts of food we have to prepare, and never show for pickup. We stash it for a few hours, but it is ultimately garbage. Chicken is over 2 hours old - unsalable. Almost impossible to sell custom party trays. Management refuses to take at least a deposit on orders. I'm not even going to go into the customers who want you to set aside stuff for them to pick up, and never come in. Again, unsalable garbage now.
"That's very greedy of you" well yeah. I work for a huge corporation with hundreds of hotels across the world. You think they got there by doing solids for every customer?
Were there going to be available for the next day, or did all the people who staying tonight will be there for the whole weekend? I had a situation at a hotel once. I always try to be nice to everyone, except on rare occasions. I was in Vegas once. It was new years eve. I arrive at the hotel at around pm. I chose let the staff hold my luggage (didnt have much because I was leaving on a redeye at around 10-11pm) to hang out in the casino until the room became available. I ended up being able to check in at 7a.
it was a holiday so highly doubtful he was going to get a room... not to mention it didn't sound like he really deserved a room given the fact he threw a tantrum after he was very much warned there was no guarentee he'd get a room without a card to charge.
Back in the early 80's, my husband and I were attending a science fiction convention. After a very long drive we arrived at the hotel and found out that our AmEX guaranteed reservation had been given away. Fortunately we had friends attending and were able to stay with them. The hotel apparently thought that the SF fans were just a bunch of weirdos nd they had booked in a wedding the same weekend. They didn't know that the fans in that area had a bunch of doctors and lawyers. The next morning the convention registration had the AmEx 1 800 number on the wall behind them.
I always wonder what people like him would say if their employer was like ‘this month we found it more important to pose as good guys than to make money so instead of getting your salaries go on and feel good with us’
I feel like the fact that he was told multiple times be damned I mean that should apply all the time not just on holiday weekends because you know you're still going to lose money if the person is like oh I'm going to book a room and then oh I don't have to put a form of payment down I I'll book it just in case and then not show up and I'm saying this is a 43 year old who doesn't have a credit card proper I have a Visa debit card from my bank
She only mentioned the holiday weekend as being a bigger risk for him to have his reservation cancelled because they knew for sure they will have more candidates than rooms available. But the rule applies all year round. It's just less risky in the off-season when they are not fully booked.
Someone last year did this. the person who was calling to reserve a room was worried and was afraid that the person working front desk said the numbers out loud. 😢that wasn't going to happen
He was warned. He thought he knew better than the staff, so its just desserts
And he said he was willing to take the risk
SO. MANY. PEOPLE. JUST. DON’T. LISTEN
@@12369jaExactly!! But I guess he thought no biggie I'll get a room. Some people!!!
Just desserts😭
This guy is not even real
On the flip side of that, my family & I were traveling years back and due to traffic issues, we could not make it to where we planned to get to so we pulled over to see if we could find a hotel room. Unfortunately, everything was booked due to some sports thing going on so the concierge told us it'd be highly unlikely that we'd be able to find anything in the area. We were disappointed but understood and thanked them for their time while we debated what we should do. The concierge--having not been yelled at--told us, "Hold on and let me make a call," and five minutes later told us that a rival hotel five miles down the road had one room left and allowed us to book the room over their phone.
That's what you get when you treat people with respect.
As a desk employee for over 10 years, yes. I will stubbornly refuse to help rude people but will go far out of my way to help people who are polite and patient.
“If it happens, it happens🤷♂️”
*Proceeds to lose his nuts when it happens*
As they always do 😂
For real like why?
I love when they call the manager as if the manager is going to have a different opinion on something that is the policy
I worked in a time share hotel as a receptionist. It was policy that the guests had their apartements from saturday til next saturday and if someone wanted to come on Friday, they would have to pay extra. One fine friday night a woman came and wanted to stay friday night for free. I even CALLED my manager to ask what should I do, but she very strictly told me the ONLY WAY she could stay is if she pays for the extra night. Next day she MADE ME APOLOGIZE to the woman, and told me, I could have worked something out! So....... There's that.....
Lots of managers bend over backwards for guests unless it's at the cost of another guest.
Or a different opinion on something the manager likely ordered.
@@szadszad6439Worked something out like what? What a terrible boss. They just didn’t want to be the bad guy.
@@jacquelinecallejas1390 Yeah, she was truly terrible. And to make me apologize! Like WTF???
0:38
... no, you didn't. You STARTED making a reservation, then stopped because you didn't want to provide a credit card.
No, he made a reservation. There’s no dispute about that. What he didn’t make was a _guaranteed_ reservation. Jessica carefully explained the difference to him, and he explicitly declined the guarantee and assumed the risk.
The reservation existed all month, until just the day before his arrival. They even tried calling him before canceling it, to see whether he’d now opt for the guarantee. He ignored them.
@@zevsero9170 Yep. I take a slightly smaller risk with rental car reservations all the time. I book free cancelation reservations which guarantee me a car, but not necessarily the vehicle type I booked, with the caveat that I will be charged for a day for every day I don't pick up or cancel (so if I don't pick up on my scheduled day, I pay 1 day, if not the next day, 1 more day, on and on until my reservation is complete or I cancel). 100% of the time I get a car, about 30% of the time it is not the type I selected. I accept that risk that I'm going to end up in a mid-size SUV rather than a mid-size sedan...
What a team you portray Jessica. If every manager backed their staff like that the work experience would be so much better.
While still a good manager, she isn't really backing up the staff here. She's just confirming that the guest was already told because to say otherwise would require her finding a room for the guy, a room that she doesn't have.
@@HariSeldon913 Eh, she's doing a bit more than that--notably, she's affirming that her staff informed the guest of the situation, thereby demonstrating she believes their account of things. As someone who works Retail Service Desk, that kind of back-up is pretty key to feeling comfortable in the role.
Just because you don't like the process or policy doesn't mean it isn't enforceable. It's their business, their rules. Plus, this is STANDARD! Does this guy never travel?
Also, what is he worried will happen giving his credit card info over the phone that wouldn't happen giving it at the hotel? If he's worried about fraud, just keep an eye out for fraudulent charges and report it quickly so you can freeze it and get a new one. I've had to do it before. It's no big deal, especially now that you can usually do it on your app without having to call customer service.
It's amazing how people don't understand the simplest of things.
are there things in life that others find simple that you don't understand?
@@yt_energy Yes, many things, that's why I try to listen to them on such matters instead of thinking what I don't understand is worthless. Hopefully Mr Jefferson will learn from this.
Unfortunately There are just people who will always believe they are in the right when they are clearly in the wrong 😑
@@FenrirWolfganger You are a wise person. That's a good way to live. First seek to understand and then be understood.
Because they don’t want to. They’re fixated on getting what they want to they ignore all other information
Sometimes these videos feel like PSAs as much as entertainment
I don't understand how some people don't understand this. I'm paranoid with my info and card but that's too much.
In the time when I didn't have a credit card most hotels offered the alternative by paying in advance. For most cases it worked and I had a guaranteed room without giving my financial data out.
@@04279 You can still use a debit card. But most of those alternate payments are antiquated to the point that a lot of POS systems don't have them as an option for payment or are so heavily used in scams, a lot of businesses refuse to accept them because they can't trust it.
They do understand. But they try to scam the hotel into giving them a discount by creating a conflicting situation and making a fuss at the desk in the hope that the staff is afraid of scandal and will abide to their unreasonable demands just to restore peace. The problem is some intermediate managers in some places don't have the spine to confront that kind of idiot. So sometimes they do obtain what they want.
@@christianbarnay2499this is so accurate. I'm a cash office manager of a large grocery store and at least once a week I deal with a scenario of something similar.
Try making sure your card has fraud protection. You won't worry as much. Never use a debit card like this!
While I get not wanting to give sensitive information over the phone...he did call the hotel, so he should have trusted his information was as safe as it was going to get. Not like the hotel cold called him asking if he wanted to stay at the hotel anytime in the near future. Like, the only way his info would get compromised is if the hotel's computer got hacked or one of the front desk people physically looked at and copied all the pertinent details to steal info. Even if they would let people pay in cash, most big chain places will still require a credit card on file.
Tbf, lately there's a lot of fake info going around on the internet too. I read about someone who searched for a company's phone number and the AI summary was somehow compromised to give the fake number of a scam. This person searched and found what seemed to be a legit number and still found themselves in a scam.
Now the thing would be, if it was really a scam, then the guy in the video should know that his reservation wasn't made because he never actually called the hotel anyways so.......
online reservation. stop being a boomer.
@@Takkunda Oh, man, I work with so many Boomers like that guy. I had one project manager say he literally pays his cell phone company to REMOVE voicemail capability so no one can leave him voicemails. (Granted, some days, this seems like a great option, but I honestly don't want to actually live-speak with people.)
@@Tiewaz Not having voicemail is really, really easy. Switch providers and never do the voicemail setup. That's what I did like 3 years ago. If you call me and it goes to voicemail, it just says the box isn't set up. Anyone who needs to contact me will just text me anyway. Even my doctor's office just texts me anymore! Even if I have to call them for something (pay a bill, get test results), they shoot me a text that they need me to call in, and I do...on my schedule!
@@toda2638that's mine.....it's just never been set up. I've never paid extra for it!
This is basically a shiny pokemon encounter. If you try to explain customers the "cost of business", 99% will stop you way in advance and declare that you are wrong anyway.
We recently upped our beer-prizes (very moderate and the first change in I believe 7 years). Some people got upset with that. One guy tried to explain to me how much money we already make with beer. Since I knew he wasn't going to stay for the entire explanation, I just cut it short to my ballpark estimation that I need to sell around 17 beer in an hour just to make my salary. Only with the 18. beer do I make a profit for my business.
Needlessly to say, I got the "that's just an exxageration!"-answer, combined with a very sudden change of topic.
Man i cant believe the business wanted to make money over that one guest staying at the hotel how scandalous 😂
I hope you're joking.
@@tedgalligan1018 dw i am lol there’s ment to be an emoji there but yt yk
@@tedgalligan1018They’re blatantly joking
Sir. This is not elementary school. Calling dibs does not work. You have to pay to get a guarantee as an adult.
This is the best response, honestly. Down payment or nothing.
Yeah, the hotel staff were nice enough to call the guy a day prior, so he would have a chance to pay the reservation fee, but he 'conveniently' let the calls go to voicemails. Despite being warned by the staff that unpaid reservations room will be cancelled during peak season, he didn't even bother to call the hotel on the day he would arrive. For someone who was so paranoid about giving credit card info via phone or online, how he wasn't anxious whether he will have the room available for him not?
That's the cost of not listening when someone tells you to do something and you're too much of a stubborn jerk to not listen. He wanted to play Russian Roulette with a revolver with 5 out of 6 chambers filled
“How dare this business do exactly what it said it would do so they can make money like businesses are supposed to do 🤬”
At the hotel where I work, we won’t even book a reservation without a credit card on file. If any reservations come through from external sources without a credit card on file saying that they are a 24 hour courtesy hold, after the 24 hours, we cancel the res if we can’t get ahold of the guest to get a credit card.
That's been my experience too.
When you give the customer about five times as much explanation as he deserves...
"That's very greedy of you!"
Then go elsewhere man!
Sometimes people just don’t understand how hotels work
Sometimes people refuse to understand how the world works, starting with the basics.
@@jillmortlock8439 they don’t even try to understand
"WELL THATS THE COST OF DOING BUSINESS" yeah and that's why the hotel doesn't do business that way lmao
He didn't have a reservation, he had an appointment to make a reservation.
No. He had a full reservation, but not guaranteed.
Basics of contract law says you don't have a contract until you take deliberate actions like clicking accept online or take specific actions like giving personal information along with making a payment with another party. He clearly didn't want to enter into an agreement where he may fail to meet his obligations but that left the hotel free to enter other agreements with people who would actually pay.
I guess Jefferson there learned the cost of doing business.
Nah...he would never learn. He'd just whine.
3:40
"That's just a risk of doing business"
In this case, sir, YOU are the one who took a risk.
"I'm sorry, without a credit card I cannot hold this reservation."
I love it when the customer actually thinks you're making your own decisions.. so they demand to see the manager only to find out that the manager is the one who told you what to say
Me; I would LOVE to get you the manager
His tought process is a dumb as going to aq car dealership, finding a car you like, and then asking them to hold it until you can come back in a moth to pick up the car ..... all without putting a deposit on the car.
Some guy named Jefferson made a reservation, and then some guy that says he's Jefferson comes in. How do I even know it's you?!
Exactly!!! I've never heard of a reservation without a cc or payment ahead. I'm floored anyone would call it a reservation! 😮
I can't stand people who always think they're right. Like, BOY JUST LISTEN TO JESSICA SHE KNOWS BETTER SHE WORKS AT THE HOTEL NOT YOU
Dude knew the risks and decided to play the game
I didn't know it was even possible to make a reservation without putting down a card.
Yes, it is. It’s just not guaranteed, and you must give a credit card at check-in.
These always make me feel like I’m on vacation !
I’ve been in banking for a few years now, & people not putting on their listening ears when I explain a process or risk involved for doing or not doing something, is insane. 😂
It was always gold when I was a loan officer, & someone said they weren’t explained something or part of the agreement they signed, just to print the document they signed and ask
“is this your signature?”
“Yeah it is! I told you it’s not on there, are you stupid?!”
“Ma’am/sir, what does it say in this section?”
“…” *goes pale white
“So, as stated, these are the terms, & as you just confirmed, that is your signature. Is there anything else I can help you with?”
“… I WANT TO SPEAK TO YOUR MANAGER!!!”
Bruuuhhhhh
How dare businesses want to make money
Our Business, Our Rules.
2:33 OF COURSE IT DOES THIS IS A BUSINESS NOT A FAMILY GATHERING-
3:13 BRO- WHY ARE YOU TELLING HER HOW TO DO BUSINESS ITS HER BUSINESS NOT YOURS
cause many people think they know more then the people who work there or even worse they like putting people down to feel better about themselves
Guess he's never been to an arcade, either... no quarter, no dibs.
I was at the bank one day and this guy got mad that they would not cash his check and the reason was he would not produce any form of ID. No bank card no driver's license no security card no nothing and he expected me to cash the check on blind Faith. I thought it was going to call the police getting to leave but if I left on his own but he wasn't happy.
I'm often confused ... How can people ignore often multiple sings that something does not went in xy way, but they ignore them and think they will be fine even they get told it doesn't work like that and in the end when they find out ... They yell at the staff as if they never had been informed or as if the staff is being rude to them, as if it would be their choise or fun or something, but not normal policy?????? Nice videos ❤
Hug from Austria ❤
it's the mindset of "I know better then you even though I really don't but I want to seem more important and smarter then the person who more then likely has more experience and knowledge on the subject"
Business is cut throat. You don’t take it when it’s out, you don’t get it. It’s that simple.
Guaranteed money vs maybe money 🤷♀️ not a huge mystery which one a business would choose.
A bird in the hand is worth two in the bush, as the saying goes.
"We will guarantee your room if you will guarantee your payment. See how this works?"
Hotels should just tell the show-ups to watch this 3 minute video and leave.
What is this? The consequences of my own actions?! How dare you 😅
Easiest policy: refuse all reservations without a card.
Or don't call it a reservation. Call it a wait list or an option.
People just loooove throwing the, "You'd be a better business if you just XYZ" line until you DO do something good for business, then it's, "All you care about is money!" 🙄
I do think there's a time and place for pointing out that a business ONLY focusing on profit can be bad for that business, but not here. 😆
it always baffles me when people are quick to call a business greedy for literally just running the business... if you don't like the prices or common sense kind of things like guarenteeing your reservation with your card then they should go elsewhere instead of throwing tantrums in public
@Sassafrass95 Less related to hotels, but this feels especially common with small businesses, it drives me crazy!
Our hotel never allowed non-guaranteed reservations. The best we could do was a one-hour courtesy hold.
Well I am officially old. Way back when there was a thing called 6pm cancellation. You could make a reservation without a CC but it was automatically cancelled if you did not arrive by 6. You also could cancel same day unless it was a special event.
But in this skit this guy needs to learn to listen and check VM
That’s still the case, unless they need the room earlier. Remember this guy _had_ a reservation until the day before. It was a genuine reservation and all. What he didn’t have was a guaranteed reservation, because that requires a credit card.
Had they not needed the room he’d have been fine. When they did need it they didn’t just cancel the reservation, they called him first to give him an opportunity to get that guarantee. He ignored them so they cancelled it.
We still got 6pms at my hotel. Free same day cancellations, though? Not unless it was a legit emergency. Flight got cancelled (with proof! Too many fakers where we are), went to the hospital, death in the family, etc.
Ngl I miss the cat hairs on her suit jacket 😂
Im surprised conspiracy theorists like him who believe that giving away credit card info over the phone or even online go outside and would actually stay at a hotel. Usually theyre in their bunker lol
"We respect your privacy concerns and therefore decided to cancel your reservation, so we don't know your face or credit card informations!"
The manager is so sophisticated.
These skits are so entertaining!
Wait till people don’t understand how they didn’t trash a room and smoke in it. And then claim it wasn’t them with a bunch of bogus reasons.
Like yes Ma’am. I’m sure in the 17 minutes since you left, the housekeepers smoked up your room and were chain smoking in it. For no financial benefit at all.
I’m sure it wasn’t you who smoked. Not that it had anything to do with your window being open and having a do not disturb sign on the door for the past three days
Lol.
And yes. The $200 smoking charge stands! Lol
0:01 welcome to the hotel I work at (tm) got me dying 😂😂😂😂😂😂 I love how it's trade marked 🤣🤣🤣🤣🤣
The hotel behaved impeccably. They tried to contact them the day before when the part booking was at risk.
When booking they were happy with the risk, and were told when the booking was at risk. How many hotels would do that when busy?
Perfect example of when you use someones logic against them.
"How dare you have policies even a 7yo will understand and find reasonable??? _Bleurghblerblehrr!!"_
And it’s not ‘greedy’ to expect a business to basically hold your place with no investment on your part other than making the phone call?
"Fair is fair". Yup, PAYING customers hold more wait than random dudes showing up screaming for service...
especially when said dude was warned his reservation was not guarenteed without payment and chose to ignore said warning just to throw a tantrum like a child
We're awfully sorry sir.. but there's no charity in the hotel industry.. and that's the cost of doing business.. booyah
I have never had a hotel take a reservation without a credit card. In the past they would ask at check out if you wanted to keep the charges on the card, but it seems that since covid they no longer do this. At checkout they take the key ask if you enjoyed your stay and that's it. They don't even look up your info at checkout anymore.
They usually ask if you want a copy of your charges, though.
@colormedubious4747 some do, but most places I have been they don't offer that unless I request a copy.
@@stevennelson9504 I stayed at 4 hotels last month. Three of them asked if I wanted a copy. That means that 75% of them offered, which is definitely MOST by definition.
So did Mr. Jefferson find another hotel to accommodate him this holiday weekend? Please.. continue on with his story!! 😃🥰
1000% doubtful... the only place he'd probably find vacancy is dingy dirty motels off of a highway since hotels are usually booked solid during the holidays
When you explain something eleventy-five times and they still don't get it until it affects them. 🤨
flip side: how would He feel if he was one of the people that had arrived for a room, cc in hand, and had been turned away in favor of the no show with No payment...? would he Still be "well they Did call first. so fair's fair."
Or would he get upset that he was there with the money while the hotel was honoring somebody that Wasn't.
And ignoring the call from the hotel...
I did that ONCE. Admittedly it was an overbook situation, not a "you didn't give us a way to charge you". I want to say there were some extenuating factors on why I didn't answer (busy in a meeting that couldn't wait, unknown number, etc) but I did ignore the call and I didn't have a room that night at that hotel. Showed up to the front desk, got the explanation, and worked with the desk to find a place.
This is not only a case of not listening carefully but also a case of "Don't you just trust me? I told you already, I will do it. That's it." And we all know: Never trust a stranger. And this is funny how he is complaining about the money. It is like if he would have called two businesses for the same job and whoever gets there first will get the business. Or like if he would say: "I will pay you next time. I don't have money right here."
Under one hour 👇
here
hi
4 mins (I watched then commented).
Here
I noticed the glow of green screen on Manager Jessica's hair. I actually think it looked rather cute! Would you consider adding a dash of colour to your hair?
Have a policy and stick with it. No card, no reservation. It's that simple. Not "We have your reservation, but it may be canceled." It's "You have a REQUEST, not a RESERVATION." (I work in a similar industry. Sounds like we have a better grasp on limited asset than you do.
No. You take the reservation because without it the room is likely to go unsold, especially on a weekend. But you don’t guarantee it, so if you end up needing the room you can cancel it. And you explain this and get an explicit agreement to assume the risk of cancellation.
Businesses are in business to make money? Imagine that!
If they refuse to provide credit card, why not just say that they do not have a reservation instead of saying they have a reservation without a CC guarantee. Tell them that to make the reservation, they need to provide a credit card.
From the hotel's perspective, it is pretty much the same thing. If they walk up and rooms are available, give them. If not, well, they never had a reservation.
I actually have an incident that occurred which is the opposite of this. I was booking a room for my mom over the phone. I TRIED to reserve the room with a card, but they refused to take it at the time. I was also trying to make sure she got a room on the first floor, near an exit, due to health reasons. I even asked since it was a Friday if the rates would be the same when she arrived. She was about an hour out on the interstate. They assured me they would and that they had plenty of rooms, so all they needed was the name. This was about 10 years ago. When my mom arrived the rate had nearly doubled and they tried to refuse the specific locations requested, because there was an event in town for the weekend and rooms were scarce in town. I did complain to their corporate location about the lies they told me on the phone and the huge rate hike. Just to be clear, I told them at the time of the call how what days they planned to check in and out and verified repeatedly with them the rates for that time frame. I was livid and did contact the corporate office and was blown off.
Reservations made without a credit card guarantee are held until 6pm . You can't cancel it before that regardless of how busy you are. You tell the people calling to call after 6 to see if it has become available.
Every hotel I worked at (in Aus mind) would not take a reservation unless we had a credit card or some kind of guarantee of payment like a business account. Saved us a lot of discussions like this.
Beautifully put
One of the most perplexing things about customer service. I am surprised that he didn't go with the tried and true 'no other hotel does it like this' when, in fact, they do.
One of my most perplexing customer interactions was a customer who literally said "Everyone who works at your company are liars, I have spoken to five different people, and they have all told me the same thing, and its wrong". 😵💫
Under 10 minutes!? Damn, also question: Is working in a hotel fun?
Depends.
A hotel has many different Positions one could work in, but it depends on your colleagues if you enjoy it
i’m convinced some people don’t understand common sense
Stubbornness loses every time..
I had a boss that would get mad at me when I wouldn't answer the phone despite having literally a lobby full of people looking to book rooms. I tried to explain to him that the person standing in front of me is a guaranteed sale, the person on the phone is a Schrodinger's Sale (they may or may not book) so I'd rather expend my time and energy on the guaranteed sale - and the four guaranteed sales behind them - than waste time on the phone with someone who likely is just shopping and isn't ready to decide where to stay yet.
Wait, do you really have to give out your full credit card information over the phone? Like number, expiry date _and_ CVC? I mean, I'd get that it is a security risk, but then I would just book online...
Same risk booking online both ways there are scammers and hackers.
Funny how people just seem to not know at all how the real world works.
I wonder how many hotels have a staff habit of making a note on reservations like "Refused to listen, will become a problem".
I wish they would apply the same business logic at grocery store delis. Customers order enormous amounts of food we have to prepare, and never show for pickup. We stash it for a few hours, but it is ultimately garbage. Chicken is over 2 hours old - unsalable. Almost impossible to sell custom party trays. Management refuses to take at least a deposit on orders. I'm not even going to go into the customers who want you to set aside stuff for them to pick up, and never come in. Again, unsalable garbage now.
"That's very greedy of you" well yeah. I work for a huge corporation with hundreds of hotels across the world. You think they got there by doing solids for every customer?
What? You’re in business to make money? Who’d have guessed!
Under 24 hr club👇🏻 and this guy was told so it is definitely his fault! !!!
Were there going to be available for the next day, or did all the people who staying tonight will be there for the whole weekend?
I had a situation at a hotel once. I always try to be nice to everyone, except on rare occasions. I was in Vegas once. It was new years eve. I arrive at the hotel at around pm. I chose let the staff hold my luggage (didnt have much because I was leaving on a redeye at around 10-11pm) to hang out in the casino until the room became available. I ended up being able to check in at 7a.
it was a holiday so highly doubtful he was going to get a room... not to mention it didn't sound like he really deserved a room given the fact he threw a tantrum after he was very much warned there was no guarentee he'd get a room without a card to charge.
@@Sassafrass95 yeah, I agree. Kindness goes a long way to get what you want...that and not throwing a tantrum when things dont go your way.
Funny how it's "cost of doing business" when it benefitted him and "greedy" when it didn't 😂
One of the things I have explained to people more than anything, it's wild really. 😅
Back in the early 80's, my husband and I were attending a science fiction convention. After a very long drive we arrived at the hotel and found out that our AmEX guaranteed reservation had been given away. Fortunately we had friends attending and were able to stay with them. The hotel apparently thought that the SF fans were just a bunch of weirdos nd they had booked in a wedding the same weekend. They didn't know that the fans in that area had a bunch of doctors and lawyers. The next morning the convention registration had the AmEx 1 800 number on the wall behind them.
I always wonder what people like him would say if their employer was like ‘this month we found it more important to pose as good guys than to make money so instead of getting your salaries go on and feel good with us’
Your videos make my day❤❤❤❤
“This call may be recorded for quality and training purposes”
Then when the guy says “If it happens it happens” you get to play it back to him.
We ❤ u please never stop 🎉
Love these
I feel like the fact that he was told multiple times be damned I mean that should apply all the time not just on holiday weekends because you know you're still going to lose money if the person is like oh I'm going to book a room and then oh I don't have to put a form of payment down I I'll book it just in case and then not show up and I'm saying this is a 43 year old who doesn't have a credit card proper I have a Visa debit card from my bank
She only mentioned the holiday weekend as being a bigger risk for him to have his reservation cancelled because they knew for sure they will have more candidates than rooms available. But the rule applies all year round. It's just less risky in the off-season when they are not fully booked.
Someone last year did this. the person who was calling to reserve a room was worried and was afraid that the person working front desk said the numbers out loud. 😢that wasn't going to happen
Ah yes...I've even had people insist they will pay at the end of their stay...not at check in...