Are there some customers who argue about prices and complain everywhere they go

[Lucky]

just to get a discount? I work in a hotel, and we've always had the people who haggle rates or come up with some little complaint (some are genuine complaints, but some are just out there and lies). Recently though, it seems like there are more and more. We gave a special rate going on for the season, and it's 25 dollars less then normal rate. I had one lady I gave her that rate, a free upgrade and a late check out, which with all that comes to half of what she would normally pay had she had to pay full rate, and didn't get a free upgrade. She started yelling at me that I can do better then that, and she is going to keep resisting the rate until I do better. I work alone and never see the manager, so all I could do was explain to her how much off she is getting. She ended up staying after she was done arguing.

Then you get those people who are so nice when they check in, say everything is great with the room (we have to call the room to see how it is 10 min. after checking in and document what they say) then the next day they are calling the manager saying how horrible everything was, and some even will put words in your mouth to make you look bad and try to get you in trouble (luckily the manager doesn't always believe them) to get a refund.

Do these type of people do this everywhere they go? Luckily, most people aren't like this, and if they have a complaint its a valid complaint, but the ones who are can really wear you out.

Thanks
Thanks Greg. A lot do have valid complaints, but the ones who really irk me are the ones who will put words in my mouth, like the ones who tell the manager I told them they wouldn't be charged, when I know that is something that you never say, unless managment has left you a message telling you to say that.

 

[Whatmtm]

There are all sorts of people, and while I am sure that there are some people who are unscrupulous and will do anything, I would guess that the majority of people complain and feel that they have a genuine grievance, even if their grievance seems petty and ridiculous to the rest of the world.

I believe that there are people who are more often unhappy than most of us and as a result they are more apt to complain, but to them it is a valid complaint.

Just remember everyone has their own perspective and experiences that and it may not be what is happening at face value that they are actually complaining about, that may just be the only thing they feel they have control over and it is a way of dealing with their other problems. Though that is a little more into the psychology of it than may be wanted.

The bottom line is if you take this customer service opportunity and not just satisfy them but go beyond their expectations you will take someone from simply complaining to you and change them into a walking advertisement of how well they were treated at your establishment. For most people complaining doesn't come easy, so if you are hearing about it take it to heart and realize that others have probably had a similar experience and not voiced it to you.

Good Luck,
Greg