Staff made a mistake & now I feel bad... fair policy?
Mar 17, 2019, 2:34 pm
#1
Original Poster
Join Date: Jul 2010
Posts: 139
Staff made a mistake & now I feel bad... fair policy?
I’m currently staying at a Marriott in the Middle East. English is not the local language and fluency varies.
I made arrangements through the hotel for transport back to the airport. The hotel apparently contracts this to a third party car service, though you pay via your hotel room bill.
Earlier today I’m in my room and I get a call from the front desk, saying my driver is waiting. Rut-roh. When I booked my airport transfer apparently the man misunderstood my “xx PM” for “xx AM.” I explain to the person there has been some mix-up and I had reserved transport for the same time in the evening. I am asked to provide a visual description of the person who made my arrangements for me (a man? In a suit? Behind the desk?) and told my car is confirmed for tonight.
Later today I go and confirm in person my car for tonight (the mix-up has made me nervous). I’m told that the man who made my original reservation will now have to pay for the original driver who arrived to no passenger. That transport fee is about 10% of the average monthly salary in this country. (I’m still paying/paid for my correct time car service.)
I feel very bad about this situation - though I know I said PM when booking the car (I would not have chosen to wait for more than 12 hours at the airport and had other things to do today). I want to do something... but maybe there is nothing to be done. Pay for it? Is that rewarding the hotel for this policy? Write the manager a note expressing that I found this policy uncomfortable or something?
Ugh.
I made arrangements through the hotel for transport back to the airport. The hotel apparently contracts this to a third party car service, though you pay via your hotel room bill.
Earlier today I’m in my room and I get a call from the front desk, saying my driver is waiting. Rut-roh. When I booked my airport transfer apparently the man misunderstood my “xx PM” for “xx AM.” I explain to the person there has been some mix-up and I had reserved transport for the same time in the evening. I am asked to provide a visual description of the person who made my arrangements for me (a man? In a suit? Behind the desk?) and told my car is confirmed for tonight.
Later today I go and confirm in person my car for tonight (the mix-up has made me nervous). I’m told that the man who made my original reservation will now have to pay for the original driver who arrived to no passenger. That transport fee is about 10% of the average monthly salary in this country. (I’m still paying/paid for my correct time car service.)
I feel very bad about this situation - though I know I said PM when booking the car (I would not have chosen to wait for more than 12 hours at the airport and had other things to do today). I want to do something... but maybe there is nothing to be done. Pay for it? Is that rewarding the hotel for this policy? Write the manager a note expressing that I found this policy uncomfortable or something?
Ugh.
Mar 17, 2019, 2:38 pm
#2
Join Date: Nov 2013
Posts: 4,374
Pay for what you owe - the PM car ride - and do nothing else. Do not feel bad for anyone.
Mar 17, 2019, 3:03 pm
#4
Join Date: Nov 2017
Programs: AA EXP, Marriott Bonvoy titanium
Posts: 537
I’m currently staying at a Marriott in the Middle East. English is not the local language and fluency varies.
I made arrangements through the hotel for transport back to the airport. The hotel apparently contracts this to a third party car service, though you pay via your hotel room bill.
Earlier today I’m in my room and I get a call from the front desk, saying my driver is waiting. Rut-roh. When I booked my airport transfer apparently the man misunderstood my “xx PM” for “xx AM.” I explain to the person there has been some mix-up and I had reserved transport for the same time in the evening. I am asked to provide a visual description of the person who made my arrangements for me (a man? In a suit? Behind the desk?) and told my car is confirmed for tonight.
Later today I go and confirm in person my car for tonight (the mix-up has made me nervous). I’m told that the man who made my original reservation will now have to pay for the original driver who arrived to no passenger. That transport fee is about 10% of the average monthly salary in this country. (I’m still paying/paid for my correct time car service.)
I feel very bad about this situation - though I know I said PM when booking the car (I would not have chosen to wait for more than 12 hours at the airport and had other things to do today). I want to do something... but maybe there is nothing to be done. Pay for it? Is that rewarding the hotel for this policy? Write the manager a note expressing that I found this policy uncomfortable or something?
Ugh.
I made arrangements through the hotel for transport back to the airport. The hotel apparently contracts this to a third party car service, though you pay via your hotel room bill.
Earlier today I’m in my room and I get a call from the front desk, saying my driver is waiting. Rut-roh. When I booked my airport transfer apparently the man misunderstood my “xx PM” for “xx AM.” I explain to the person there has been some mix-up and I had reserved transport for the same time in the evening. I am asked to provide a visual description of the person who made my arrangements for me (a man? In a suit? Behind the desk?) and told my car is confirmed for tonight.
Later today I go and confirm in person my car for tonight (the mix-up has made me nervous). I’m told that the man who made my original reservation will now have to pay for the original driver who arrived to no passenger. That transport fee is about 10% of the average monthly salary in this country. (I’m still paying/paid for my correct time car service.)
I feel very bad about this situation - though I know I said PM when booking the car (I would not have chosen to wait for more than 12 hours at the airport and had other things to do today). I want to do something... but maybe there is nothing to be done. Pay for it? Is that rewarding the hotel for this policy? Write the manager a note expressing that I found this policy uncomfortable or something?
Ugh.
Mar 17, 2019, 3:23 pm
#5
Original Poster
Join Date: Jul 2010
Posts: 139
Yes, there is Uber and Careem (ME version of Uber or Lyft) but they are both technically illegal here and there is a checkpoint on the road into the airport that means you run the risk of ending up in trouble (fines) if you use them to the airport. I have used Uber here for other trips though, as well as a taxi when I was in a pinch.
Mar 17, 2019, 3:51 pm
#7
Join Date: Jan 2009
Location: TUL
Programs: AA EXP 2MM; Marriott Titanium; Hilton Diamond; Hyatt Explorist; Vistana 5* Elite; Nat'l Exec Elite
Posts: 6,177
I thought that too since am/pm is only used to a large extent in the U.S., Canada, Australia, New Zealand and I think the Philippines. I would think it could be extremely confusing to some staff to use for example 6:00 p.m. instead of 1800.
Mar 17, 2019, 4:18 pm
#9
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Some countries have labor laws that prohibit an employer from charging an employee for most types of normal mistakes on the job. Others obviously do not.
Mar 17, 2019, 5:01 pm
#11
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Mar 17, 2019, 5:22 pm
#12
Join Date: Jun 2000
Location: Groveland, FL, USA
Programs: Starriot Platinum, DL PM, HHonors Diamond, Hyatt Explorist
Posts: 1,041
You don't know me then. Even though I'm quite sure I know what it means, I actually double-check just to be sure every time I use it. Then I'm that person who years ago was 24 hours late for a flight that departed at 12:xx AM (i.e. I arrived for check-in the same date as the flight).
Mar 17, 2019, 5:27 pm
#13
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I too know many that do know, but they still get it wrong from time to time writing 12PM for midnight knowing a minute later is 12:01AM. If I really want to mess them up I say quarter till or quarter past, too often it comes back as 25 minutes! Like a lot of knowledge, if you don't use it you lose it.
Mar 17, 2019, 5:49 pm
#14
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
I feel very bad about this situation - though I know I said PM when booking the car (I would not have chosen to wait for more than 12 hours at the airport and had other things to do today). I want to do something... but maybe there is nothing to be done. Pay for it? Is that rewarding the hotel for this policy? Write the manager a note expressing that I found this policy uncomfortable or something?
Sometimes, bad situations can't be changed by outsiders.
Mar 17, 2019, 6:22 pm
#15
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
Not your fault and therefore nothing to feel odd about.
For your sake in the future, it points to the importance of using local conventions, e.g. 24-hour clock in countries which use that and also to always have the staff read back the reservation in full so that you can hear exactly what they think you have said.
For your sake in the future, it points to the importance of using local conventions, e.g. 24-hour clock in countries which use that and also to always have the staff read back the reservation in full so that you can hear exactly what they think you have said.