Our tech team has launched updates to The Nest today. As a result of these updates, members of the Nest Community will need to change their password in order to continue participating in the community. In addition, The Nest community member's avatars will be replaced with generic default avatars. If you wish to revert to your original avatar, you will need to re-upload it via The Nest.
If you have questions about this, please email help@theknot.com.
Thank you.
Note: This only affects The Nest's community members and will not affect members on The Bump or The Knot.
work vent...
Okay, I know this is really long, but I just need to get it out because I'm feeling all sick over it and I know I'm overreacting and I will never have a job where I won't feel this way at least occasionally...
I had guests check in this afternoon...seemed super nice...we chatted it up when they arrived...gave them the grand tour...brought them to their room, chatted some more...left them to enjoy their stay.
About a half hour after they arrive, they come down to the kitchen and ask if we have anything else available, because their room is "really small" and there is "nowhere to sit, besides the bed" (there is also a lovely balcony with seating...and it wasn't raining until 3 minutes ago!) Granted, they are in the smallest of the rooms, but we do disclose this on our website, in the room description, and they booked over the phone with the innkeeper, so I know he mentioned this when he took the reservation. Of course, he is gone for the day. Naturally, we are full...it is Saturday. So, I tell them I'm sorry, but no, we don't have anything else. The woman actually says, "You must have a great photographer"...which especially hurts because the woman the innkeeper hired to take our new photos was terrible and we hate the pictures...lol. So, not really knowing how to respond to this, I just say, "I'm really sorry..."
They leave to go out for the day. I leave to go home. I'm sick over this...I see that we have a different room free on their last night (they are here for four nights), so I call her cell phone to let her know that I'd be happy to switch them over for that night, which I realize might be inconvenient, but our housekeeper will just move everything for them when they head out for the day...she refuses to do so unless she can see the room...I realize she feels she has been bamboozled or something, but does she really think I'd move them to a lesser room?? I explained it is our second largest room, with a separate sitting area, but it is occupied until that day and I didn't want to risk another party booking it before offering it to them...no, she cannot do this "sight unseen."
Ugh...I'm just sick over this...I have no idea why I cannot let this go. I just dread seeing them tomorrow morning at breakfast...and for the two days after that. I've been there for almost a year now and I've never had anyone else complain about the size of the room...it's all cozy and private, in the back of the house, away from the rest of the rooms...it's actually my favorite of our rooms, which could be why I'm extra insulted...lol.
Re: work vent...
I'd be upset too. There's just no pleasing some people and you went way above and beyond to try to help them by finding them a larger room for the last night and they're still not satisfied.
I can somewhat relate to what you're dealing with. I'm a supervisor in a customer service field in which I have to make decisions about when it's ok to bend the rules for a member in a really bad situation and sometimes I just have to say no and when I do I sometimes agonize over it for a really long time afterwards. I can't imagine how I'd handle it if it was a face to face thing and I had to actually see the people after saying no to them...
They sound like dinguses at best and rude jerks at worst. They sound like the type of people that are looking for something to be wrong; the kinds that leave negative feedback on Amazon about a movie when the person who shipped it was a day late (and they comment at the end that they love the film; the kinds that leave nasty feedback wherever they can just because they feel slighted.
Forget about them. They will probably continue to complain the entire time- about the breakfast being cold (when they show up 30 minutes after the advertised end of the meal), about the traffic (like you can control it), or the neighborhood (that they could have researched or asked about ahead of time if it's such a big deal.)
You already did something above and beyond to offer another room. If they choose to pass, screw 'em. Just smile when you see them and treat them like any other guest- even if they are sourpusses. And remember that they'll be gone before you know it and you'll never see them again. (You have my permission to spit in their coffee or something if it makes you feel better.)
I agree that you did everything you could to please them and the just have a negative, crabby attitude. Just smile and continue to be your pleasant self. Who knows, maybe they will come around. It's hard to stay crabby when people are nice to you.
I am totally the same way as you though. Whenever I think I made someone mad, let them down, etc I worry about it forever, even if I was out of my control and there's nothing I can do to fix it. It will be a distant memory soon and just think about all of the other very happy guests you have!
thanks for the replies...I talked to the innkeeper and he was fuming...in my favor, thankfully...which I knew would be the case
however, he called me back to basically say "kill them with kindness...offer them blah, blah and blah" - all things I (we, I assumed?) normally do...and I'm kind of insulted that he felt the need to tell me this
hahaha...speaking of people that can never be happy...I may have a case of that myself tonight
All of this! I'm sorry these people have put a damper on your weekend. You clearly went above and beyond by continuing to work on the problem after you left work and these guests should be thankful you are so conscientious!