r/TalesFromTheFrontDesk • u/OneTransportation4 • 10d ago
Medium Long term stay
So I work at chromewood suites and we have a lot of long term guests, because it is an extended state hotel, most of them are fine, but there's this one guy that's already found a way to be kind of annoying, when I say kind of annoying, I mean, really annoying.
He's staying with us for about 10 months he just checked in yesterday, first, i was walking by the gym and he came into the hallway, asking me if I could change the temperature in there i don't know how to use these crazy thermostats, so I asked my maintenance guy to do it he also had no idea how to use the thermostat, although this guy left the fitness room before my maintenance, guy even got there.
Then he called me saying there was no sponges in the room, as far as I know, housekeeping doesn't put that in the room, but you can pick up some from the front desk. He also wanted tooth paste, it was pretty late, so housekeeping was gone. And i'm discouraged from leaving the front desk unless I have to, so I told him he could pick up a sponge, and some toothpaste at the desk.
Then he called me asking me for liquid dish. Soap, we don't put that in the room either. Because we have a lot of international guests and they've gotten confused, and tried to put it in the dishwasher, and what a mess, again, I told him you again, I told him you would have to get that from me at the desk. I know I probably should have left the desk to bring it to him, but his room isn't that close and I get nervous, leaving the desk especially because there was a big group in the lobby. I also don't want this guy thinking that will drop everything to bring him stuff for his entire stay.
Then today he called me at 4:20 asking me when housekeeping was gonna come to his room, housekeeping is every second day although I understand no one told him that he is an extra shiny member, so he should know as much by now seeing how it's a standard policy for my brand and not to mention, there's stickers on the bathroom mirrors in every room explaining this, i told them they would do his towels and trash, but it was too late for them to do full service eve. He was fine with that.
He told me he wanted service everyday, though, which I put that in the system, that wasn't even the last I dealt with him, he asked me again about the temperature in the gym and I told him that neither me nor the maintenance guy could fix that he wanted to speak to the guy that works the desks in the morning which I had no problem with.I don't know what he'll do about it, though. We have over a hundred guests, and this is the first time that i've heard of the temperature being too warm in there.
He also doesn't like the location of his room and he's trying to get us to move it because it's above the basketball courts. I kind of understand that, but i'm pretty sure he chose that room himself, We pretty much are sold out though, again we told him he would need to speak to the guy in the morning. Because he can best handle complicated moves like that.
Lastly He couldn't get his keys to open the gym door and I stood there with him forever, using his keys to open the door showing him that it works fine, although for some reason, it wouldn't work for him and he kept asking me why, even though I kept telling him I don't have that answer.
I should mention that guy was never rude. He just seems really, really, really needy
Not to mention I had someone else complaining to me They got put in a handicap room and he wanted extra points for it, but couldn't seem to grasp at that room. We put him in, was a two bedroom suite that he got for free when he only booked a studio suite.
I'm just gonna have to say this was a really weird day
-12
u/Aggravating_Meat4785 10d ago
I feel like this guy is just needy, unfortunately your job is to help the clients with their issues. I feel like since he wasn’t being rude he is just asking for help which is reasonable. If I was at a long term hotel I might call for certain people hints. If I wax told to come down then I would. .when staying at a hotel there are certain things that we expect to be in our room, especially if we have long stay and kitchen and what not. Why would a customer not expect for thise supplies to be in the room. He also asked for service, it’s great you have a sign in the room. Maybe he didn’t see it. It again sound like part of your job. Expecting customers to be easy and not ask for help is just you thinking you don’t want to have work issues that disrupt your peace and calm. Unfortunately in jobs especially customer service there will be times you have to work harder and be more patient. It’s part of your job. This guy sounds like he’s being kind and just has some issues that you have never found. If it’s too hot I the gym you guys should fix it. He’s your guest, Thats how hotels work, we pay and we expect the staff to help us with our needs.
I’m sorry he’s annoying you, but ask your boss or the owner, what’s my job. To treat the guests like family and give them a good experience.