TalesFromTheFrontDesk: Platinum Member Scammer
So I just accepted a new position at a nicer hotel recently. I’ve worked hotels with multi-tier guest rewards programs in the past, so I know how difficult some of the higher tier members can be. This individual in particular though has been causing issues from the moment she came through the door. To start off, she was staying with points and didn’t have a credit card for incidentals. She made a big stink about checking in and my GM reluctantly allowed her to check in with no credit card as to not inconvenience our precious Platinum Elite guest. This is just the beginning of our problems. Our hotel is located close to the airport, so we have a complimentary shuttle service to take guests there, and if it isn’t in high demand, we will take guests to nearby restaurants or stores within a reasonable radius of the hotel (2 miles). As many of you may know, a huge blizzard hit the east coast recently, leaving many distressed passengers needing rooms, which means our shuttle was busy commuting guests from the airport to our hotel. This also means we were sold out and the phones were ringing off the hook. This little snowflake calls down and asks that we take her to get pizza from some place she had called in an order to. I calmly explained to her that due to the high demand of the shuttle, we are unfortunately unable to accommodate you and the restaurant where you would like to go is outside of our shuttle radius. Immediately met with snarky remarks about how this is outrageous and that on our “website” it says our shuttle takes people within a 5 mile radius(It doesn’t). She immediately comes down and proceeds to throw a tantrum and as to not disturb other guests, I advised the shuttle driver to take her wherever she needed to go. Jump to the next day, she reserves again (using points of course), and demands to move rooms because she allegedly found “hairy soap” in the bath tub which she gleefully took photos of and emailed to us and corporate customer care. We move her rooms and she claims that there is some kind of stain on the carpet and “little brown chunks” in front of the bed, and also demands her duvet be changed. I send housekeeping to rectify the situation, and she later calls down to the desk asking to speak to the GM. She proceeds to tell the GM that she is not feeling well and needs “lady products” and asks that we send them up to her. THEN she asks why she hasn’t been offered anything for her “multiple issues” that she has had during her stay. This makes me raise an eyebrow since I am beginning to see that she just wants free things and points given to her. I call customer care and explain that we have tried to make this guest happy but we can’t seem to do so. Customer care pulls up her record and turns out she had been given a lot of points in the past due to customer care cases. So many points, in fact, that this is the ONLY reason she is a Platinum Elite Member. So, we are stuck with this insufferable woman because she keeps extending her stay using points. Points that she had scammed out of other hotels and demanding free things. I really hope there is some way that they can revoke status, because what she is doing is essentially stealing from the company. Either which way, I hope to find out that she is gone today when I go in for my shift.