What part of “sold out” do you not understand?
Last week, my hotel went from 50% occupancy to 100% for the full week thanks to events happening at our hotel. Usually we have a little extra room for our highest tiered members to receive complimentary upgrades, but we had been sold out loooooong before that could even be possible.
On this day, I’m working the Front Desk alone with about 125 check ins. A man comes up - one I had never seen before, or seen his name previous to this - to check in, and this is how the conversation went;
Me: I have you in our standard king room for X nights, correct? Him: Actually I’m a highest tier rewards member, can I have an upgrade? Me: I’m so sorry, we’re actually sold out tonight so I have no upgrades available. Him: But I’m traveling with my wife this time and every other hotel upgrades me because of my status. Me: If I had an upgrade available I would definitely do it, but I’ve been sold out for a while now. 245
Him: I stay here every week and this has never been an issue, why can’t I get my upgrade?! Me: Because we’re sold out on our suites. Now, can I have you insert your card for me? Him: Did other high tier members get upgraded before me?! Is that why you have none? Why can’t you just give me one of their upgrades? Me: Sir for the last time, I am SOLD OUT. Other guests PAID for the suites and did NOT get a free upgrade. You are not getting a suite this stay. Now can we PLEASE keep going I have a line and I’m the only one here.
He finally turns around to see the four people queued behind him so he huffs and puffs, gets his keys, and then finally leaves to his room. 245