They’re back! Yep. My favorite *cough* church group is back in town, and they are just as big a pain in my rear as always. Seriously. This group brings out the worst in me.
It started the week before they arrived. We were oversold 30 rooms – a sickening amount. With this group, if they can’t come, they don’t cancel. They call a friend and let them have their room. Our hotel, located right next to the convention center, with free food twice a day, is THE place to stay for these elderly men and women on a budget.
So when the oversell numbers weren’t moving, I began making calls to relocate people. Anyone who booked outside the group block were targeted. In total, I relocated 11 guests. A very time consuming and un-fun task, as NOBODY wants to be in a hotel 7 blocks away. They want ours. Even if we pay for one of their nights, they want ours.
Between that, and a few cancels, we worked out perfectly. But sheesh, it was an exhausting task. And it didn’t end there. The group is in the hotel for 8-10 days, and every day they do something that really tests my patience.
Room 563 found a dead roach in their room. Right near the entry way. A roach not native to our area. The same guy who found a bug in his room last year. Sorry. Don’t believe ya. NOT giving you your money back.
Then there’s the lady who went on and on and on about how terrible it was that our front desk agent charged the wrong card. (The only card he was able to get money out of.) I explained that to her. Told her her card declined. I would refund the other credit card when I got payment from her. And then dismissed her. NOT giving you your money back.
Then there was the lady who swore up and down I promised her a wheelchair accessible room and because she didn’t get it she wasn’t able to shower all week. I told her in all our conversations before checking in (and my god there were many), we did not discuss the accessible room. But if she stays again next year, I’ll do my best to reserve her one. Then she went upstairs and found a bug in her room. The first complaint didn’t get her what she wanted, so she went for plan B. Sorry. NOT giving you your money back.
And there were so many more. They all know our hotel’s policy of giving money back should their stay not be satisfactory, and every one of them looks for a way to make it happen. We didn’t clean their room properly. They don’t like the new pasta. Their room’s too far from the elevator.
So when the hotel lost water early Sunday morning due to air in the city water lines, I about cried. I knew they would all be at the desk wanting their money back. We stayed strong as a team however, and explained it was a city issue, not a hotel issue, so we would not be refunding any money. Only a few rooms wore us down to the point that we refunded some of it.
I tell ya I am exhausted. I finally lost it, if you can even call it that, when a lady called to ask if her UPS package had been picked up. I explained it had not, and she went on a rant about how we promised her it would go out that day, and we should have told her UPS doesn’t always come every day, and now she was going to have to call them to schedule a pick up and shouldn’t we have offered to do that for her. I impatiently told her I would call and schedule the pick up. “What, now you’re getting crass with me? Let me talk to a manager.” I am the manager, I responded. “You’re the manager? And you’re talking to me that way?”
**Sigh** Yes. I am. I’m sick of the way your group is treating us. We’re working our tails off for you. Responding to your every need. Feeding you two meals a day. And patiently listening to you bitch about everything. My patience is running thin.
That’s what I wanted to say. Instead, I took a deep breath, apologized, and let her know I would make sure the package was picked up. Even better, I would drop it off at the UPS location near my home.
I left work that night mad at myself. I usually don’t let people get to me that way. I like to make them feel bad about talking that way to me by remaining patient and friendly long enough that they eventually wear down and start talking nicely. But this time I stooped to their level. Ugh.
I finally have a few days off. Much needed days off. It’s gonna take me a few days to decompress. I plan to do nothing stressful. Mario has a bowling match I’m excited to watch, and tomorrow we’re having lunch with Amp to celebrate his 20th birthday. I hope to be my old self when I return to work on Saturday. I don’t like my church group self.