For flights, we had a similar experience. Weather stalled our landing and everyone missed their connections. Some were very upset and the line was long. We heard a lot of yelling.
We went up to the lounge instead, where there was a shorter line. Asked the agent whether they could help us with an overnight hotel, calmly explained that it was my partner’s first time flying in a long time and how traumatizing it all was. The agent clickety clacked at the keyboard for a bit, then asked us if we had any status with the airline. No. Flying business or first class? No. Refundable economy? No.
She looked at us, thought about it for a second, then said, “You know what, we typically don’t do this for weather delays, but you’re the only two people who have been nice to us this whole day. Here’s a hotel and food voucher, and I’ve rebooked you for a flight tomorrow morning!”
Similarly, another time at a hotel, my mom flew in on an 18 hour flight and was eager to check in and get some rest. But at the front desk, they said they have no record of our reservation. I pulled up the email receipt I got. Hmm. Apparently I had booked through Expedia, but the hotel never actually received the reservation. Fax issues or something.
Um, okay, I said. That’s too bad, but not your fault. You never got it. Can I just pay for another room? Nope, all booked up. What about any partner hotels? Big conference in town, zero availability anywhere.
My mom was sitting nearby, barely able to keep her eyes open.
Sorry, everything was full. I asked to borrow her phone (I think this was before cell phones) and called Expedia.
Waited on hold for half an hour. Explained what happened to the agent. The agent asked to speak to the hotel, they talked for a few minutes, then back to me. So sorry for the mixup, we’ll give you a full refund. Well, okay, but what about a room? Where will she sleep tonight? Sorry, can’t help with you that. Good luck.
Needless to say, that was my last time booking through Expedia.
I went back to the front desk with tired, pleading eyes. I know this isn’t your fault since you never even got the reservation, but we’re in a bind. Do you have any advice for us at all? What should we do?
She already had an answer ready. “You know, you’re the only people who’ve been calm and reasonable this whole day, even after that phone call. It’s been a crazy day with the conference and I can’t tell you how many times I’ve been yelled at today. Thank you for being so nice. Tell you what, we have a suite that we normally can’t rent out because the TV is broken, but you can have it for half price. Would that work?”
Hell yes. It ended up being a really nice room, and she even let us in the pool after hours as long as we stayed quiet.
In both situations, it never even occurred to me to scream or yell at anyone. What good could that possibly have done?
I’m so sorry that people in hospitality have to deal with bullshit like that, ever.
Growing up, my dad was quite the Karen himself and constantly enraged at everyone around him. Once at a restaurant he threw my Gameboy across the room and smashed the table like the Hulk. The entire restaurant fell silent. The waiters were terrified. My mom was crying. We left in shame, and I guess I must’ve vowed to myself to never be like him.
Be nice to people in service. Their jobs are hard enough as it is, and what little discretionary power they do have will far more likely be spent on people who aren’t assholes…