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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Aibu to turn this customer away?

419 replies

QuandryQueen · 27/12/2016 09:37

I've name changed as I'm a regular and this is a work related question and I don't want it linked to my usual account.

I work at a Hotel and what with the Christmas break was the most senior person there yesterday and will be this afternoon and evening. I don't know what decision to make!

A customer reserved a room to arrive today and I noticed yesterday they have put a comment on the booking to say they are bringing their dog. We don't accept dogs except service pets. They booked through a travel agent/Web site rather than direct. I have been off prior to yesterday so not sure if others have seen the note or not. There's nothing in the booking to show that anyone has tried to get in touch with the guest.

I messaged them through the site they booked (a from hotel message not a personal one!), and highlighted where it says on their confirmation that pets are not allowed.

I have no other way of communicating with them. As of yet we have had no response.

What do I do?

  1. message again, not knowing if they will see it?
  2. if they turn up with the dog turn them away?
  3. if they turn up with the dog let them just keep the dog in their room?

They've pre paid and booked a month ago so it's pretty crap that none of us have seen the note before now, but it is well hidden in amongst all the other data on their booking.

What do I do??

OP posts:
amammabear · 27/12/2016 21:38

What if it's a cuddly toy...

OneMoreStepAroundTheBendIGo · 27/12/2016 21:40

This is a public service announcement: if there is a party of four plus dog listening to this message who has booked a hotel for tonight somewhere in the United Kingdom but has yet to check in, could they please hurry up and check in or telephone the hotel in question to cancel their booking. We would also be very grateful, if they are cancelling said hotel booking, if they could let the hotel know the breed, name, age, weight and other vital statistics of the dog that they had intended to bring with them this evening. Thank you.

The80sweregreat · 27/12/2016 21:40

Quandry must have finished her shift now?

Original poster
QuandryQueen · 27/12/2016 21:40

Ok update. Three of the four rooms have arrived, including the dog owner. I'm almost certain they know they've been cheeky as only one guest for that room arrived and no dog. I assume they were going to try and smuggle him in!

I had a chat about dhound, and explained technically it's a no but as we failed to see their request until the day before it would have been churlish of us to refuse. Agreed no dog in public areas etc.

And it's a border collie! Yet to actually see him though as presumably dhounds other owner is still in a shrub somewhere or some other camouflage outside.

OP posts:
TheSlaughterOfHerodificado · 27/12/2016 21:43

Quandry

Grin
Original poster
QuandryQueen · 27/12/2016 21:43

80s I wish!! In til 11.30 tonight and back in 7am.

OP posts:
SantaIsABastard · 27/12/2016 21:43

I think they knew if hey are clearly trying to smuggle it it. Cheeky fuckers!

Starlight2345 · 27/12/2016 21:44

I bet they saw the message and planned to smuggle it in.

OneMoreStepAroundTheBendIGo · 27/12/2016 21:44

So do you think they booked the fourth room for dhound?

Original poster
QuandryQueen · 27/12/2016 21:45

Totally hound smugglers.

OP posts:
MissVictoria · 27/12/2016 21:46

Bloody cheeky buggers! I honestly was expecting an update that it was a service dog after all and this whole thread would turn out to be a complete none issue worry over nothing.
I absolutely would not have let the dog in under these circumstances, it is NOT a dog that should be exempt and the booking confirmation told them no pets!

The80sweregreat · 27/12/2016 21:47

Long shifts, hope you. can have a day off soon!
Hope dog doesnt cause too many problems for you.

SparklyMagpie · 27/12/2016 21:48

I need to know what dog now

HarryPottersMagicWand · 27/12/2016 21:48

Why on earth do I need to place mark to see if a random person shows up to a random hotel with a dog.

I couldn't stay in a room after a dog. I'd have terrible asthma and be ill (thankfully not hospital ill, or it hasn't got to that stage before).

Randytortoise · 27/12/2016 21:49

am I the only one slightly disappointed that it wasn't a great dane? Xmas Grin

OneMoreStepAroundTheBendIGo · 27/12/2016 21:49

Did you offer dhound a wake-up call or newspaper?

SnapCackleFlop · 27/12/2016 21:49

Awww, I have a border collie too (totally misses the point!).

HarryPottersMagicWand · 27/12/2016 21:50

Oops, update happened while I was reading the thread.

So the dog is a collie but they have arrived without it?

The80sweregreat · 27/12/2016 21:51

He ordered Horse and hounds and pedigree chum for brekky.

JellyFishFingers · 27/12/2016 21:51

Hoping it is a service dog for your sanity.
And shamelessly place marking.

onedayimightforget · 27/12/2016 21:51

I was rather hoping they were going to claim he is a service dog and come up with some ludicrous reason they need him or some mental things he does to help them.

onedayimightforget · 27/12/2016 21:53

We're all assuming it's a he. It could just as easily be a bitch. Do we know his/her name?

BBCNewsRave · 27/12/2016 21:54

I reckon DHound is already there. Were any of the guests you checked in walking funny and unusually hairy?

BBCNewsRave · 27/12/2016 21:56

... or was anyone carrying a suitcase very gently and pushing dog biscuits through the slightly open zip?

OneMoreStepAroundTheBendIGo · 27/12/2016 21:57

Tortoise, it still could be a great Dane as OP has yet to set eyes on said dog - the guests might have just said it was a collie as they thought it would sound more acceptable IYSWIM.