Working in a hotel in downtown St. Louis, I see all kinds. The low maintenance business traveler, the high maintenance business traveler. The very appreciative families, the extremely picky moms. The rule breakers. And as you’ll soon see, the liars.
Saturday evening I took a call from a guest we had just checked in. They had been assigned one of our unconventional loft suites. “This room isn’t satisfactory”, she began. “For one, it’s not big enough. I’m traveling with a companion who is not my husband, and I will need something with more space. We’re uncomfortable in here.” I read through the flag on her account. She’d called a few days before her arrival to ask to be changed to a suite. She had booked a king bed since that was all that was available at the time, and gave the desk agent the same story she told me. “I’m traveling with a companion who is not my husband, and I will need a suite.” She was told by our desk agent that this loft room was all we had available and explained the setup to her. She seemed fine at the time.
Fast forward to the day of arrival, and she’s no longer fine. Still sold out, I looked through the remaining arrivals to see who I could boot from their suite to accommodate this guest. I asked her to meet me at the new room to verify it would be sufficient. She took her male companion with her.
I stayed back while they looked over the layout of the room. She seemed ok with the new room, only informing me she would need more towels. “Four sets won’t be enough?” I questioned. She stumbled over her response, and I agreed to bring her more towels.
She insisted on transferring their luggage from the old room to the new by themselves. What she didn’t count on was that I was heading to the room right next to their old room to assist a guest.
And that’s when I saw the real story. Out of the loft room walked two other adults.
For the life of me, I cannot figure out why she would make up such an elaborate story in order to get a bigger room. JUST TELL ME YOU HAVE 4 PEOPLE IN THE ROOM! I wanted to shout.
Instead, I wished them a good night, and asked them to reach out to me if they needed anything more.
I’m still shaking my head.
Moral of the story – Tell us the truth so we can accommodate you from the beginning. Of course if everyone does that, I may miss out on some good head-shaking fun.