edited by Moderator - please don't make a rude joke on someone's handle ...thaks

squeakr



Welcome, provisoir! A good first post - and great illustration of the species "Windbagus americanus" and his obnoxious call. Had he known the proper policy, he'd have called HH and asked for a "Diamond force" and had a room set aside for him at arrival.

I do hope you communicated the desk clerk's aplomb in handling this pompous and self-importance bloated blowhard - either to the GM , or at least as some positive feedback to the clerk.

Maybe there should be a process where they can DISENROLL bad diamonds, or any member for that matter. There is a point where you do not want their business. I run a business that involves dealing with the customer weekly and we at times do ask them to leave and to find a place where they are happier. Sure, this cost's us money, but there is a point where it probably costs more in upset employees, offending other customers, etc.

If that ... acted like the OP indicated, I would love to take his name and bar him from the chain unless he personally appologized for his actions.

The customer may always be right, but this guy is no longer a customer, just a jerk.

I provide CS rep training to some clients - and when the occasional real, er, excurrent opening becomes a problem, I recommend they do a cost benefit analysis (e.g. time spent trying to "fix" things that are unbroken for the customer, comps they don't really owe, special favors, effect on morale and supsequent cliet contacts, etc.) and decide if it would be easier to reat the client or fire him / her. Sometimes, it is time to fire a customer. Maybe this guy is one of those customers that should be "referred" to another chain. ;)

(Probably, this guy is not bad enough based on that single instance alone - but the desk clerk displayed admirable "personal Teflon" and got it taken care of. Then again, a file at the D desk or somewhere might tell another tale.)

I've read this before, and at best, anecdotal eveidence has been offered. As far as I can tell, jerks come in all colors: Blue, Silver, Gold & Platimum/Pearl/Diamond/Titanium.

I observed a jerk tonight trying to bully his way to the front of the line at the gate. The GA would have none of it and sent him to the end of the line where he belonged, and turned her back to him. He was seated in F on the plane. As a gold, I did not achieve an u/g on that flight, so I could assume he was a Platinum (Medallion, this was DL). So 100% of the jerks I observed being jerks today were probably top elites. I rest my case.

Jerkism is an equal opportunity condition, though if it tends to concentrate anywhere, it might be with those with just a litttle power.

as much as I agree everyone should learn the t&C's.. of all places, Hilton is the worst when their own people don't understand them.. so how can you expect the guest to understand them. I'vetried to understand them, i've read them printed them and then still have problems.. so until Hh themselves gets the program straight within their own employee base, I don't think that the customer should be the one to have to know all 20K words of t&C's.. now don't get me wrong.. the OP and that situation was quite ridiculous

deleted

What do the terms and condition have to do with being rude?

If a person is upset because they don't understand something - or feels that a representative of the company that they are dealing with at that moment, doesn't understand what they are asking - that doesn't give them the right to speak to the person they are working with anyway they want.

The guy (as i interpret it) tried to pull a power move KNOWING the clerk could do nothing.

If the front desk agent was on the street in civilian clothing, I doubt this “gentleman” would have spoken to him that way. However, because he was at his place of employment and a “front line” face of the company, this “gentleman” took it out on the front desk agent.

Even if he was having a bad day or encountered unusual circumstances prior to his arrival at the hotel – His behavior was unacceptable!

EDITED by Moderator

if another poster doesn't get what you are saying you have the choice to let it go or re explain it...but nOT to insult the poster...

thanks

squeakr
MOD Hilton




"now don't get me wrong.. the OP and that situation was quite ridiculous"

don't make snarky comments to each other...
 

this is an interesting first post by a former "lurker" - let's show him how well behaved the forum is :)

thanks

squeakr
MOD Hilton

Well, it needs to be pointed out that the OP made a rude joke on his/her OWN handle! Notice the "signature" at the bottom of the first post: "p-soir."

I doubt that this was unintentional.

So why blame other posters for what the OP did???

:confused: