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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:
Andrewofgg · 27/12/2016 22:02

I suppose refusing them a room would have been woof justice.

Is the owner barking?

Sorry, and goodnight all, and thank you OP for brightening the day!

Original poster
QuandryQueen · 27/12/2016 22:03

I did ask the name but it was in the midst of it all - Bobby or something similar sounding.

Just had a lovely chat with some guests at the desk and I swear they must think I've a lazy eye as I had one eye on the main door pretty much the whole tine

OP posts:
Toast3 · 27/12/2016 22:04

What a nightmare.... I'd stick to your company rules...we're in a hotel now..there was a dog howling and barking until almost midnight last night...we're in a place that says 'well behaved dogs allowed'...the owners left it in the room whilst they attended the same Boxing Day event as us...we left at about 11.. (very hungover from the night before) and had to listen to the poor thing fretting for its (selfish) owners...the hotel were very apologetic but did nothing... I made a mental note to check dog policy in future so, as a non dog owner, it's about more than pleasing the dogs owners and accommodating them...

Toast3 · 27/12/2016 22:06

Bahhh humbug..just read read my post and now feel like a miserable ole cow! Sorry :-/

Pollyxcx · 27/12/2016 22:09

What am I reading right now?

How is this my life

PuckyMup · 27/12/2016 22:14

I've taken my dogs to hotels before. Always ring before hand to check if I can bring them and always explain my dogs sleep in a crate (not on the bed or furniture) and will not be left in the room when I go out.

Some places charge a set fee per dog per night, some don't.

Some put you in a normal room (dogs going in the lift to the 5th floor for the first time was easier than expected) and some put you in sensible places like the ground floor with or without access to a patch of grass and some put you in what is clearly the Dog Room (and omg some are manky)

kali110 · 27/12/2016 22:19

A horse Confused

Tanito279 · 27/12/2016 22:19

I can't believe that I've had to check on this thread before going to bed. Thank you op for brightening up my day. Hope dhound enjoys his/her stay.

Alm1986 · 27/12/2016 22:24

Totally missing the point of the thread but OP, at the hotel I work in I changed our arrival checks to "bookings made yesterday" and a "1 day check". For exactly this sort of reason. Too many requests being missed until it was too late. Makes a busy day in Reservations on a Monday though when they have to check Friday, Saturday and Sunday bookings. It's still not perfect but much better now.

SuiteHarmony · 27/12/2016 22:25

As a hotel manager, I am gripped by this story. GRIPPED, I tell you.

Original poster
QuandryQueen · 27/12/2016 22:41
Grin

Glad to be of service Suite

And I'm definetly adding a "bookings made on x date" to our daily list of jobs!

OP posts:
SmashDemGuineaPigs · 27/12/2016 22:50

Agree with Alm1986, I was a Resv Manager at my hotel and we had a 1 day, 2 day and 1 week check. I would have been in the shit if me or my team had failed to spot a message about a dog! Grin
Are you still at work? Any sign of dog yet?

counterpoint · 27/12/2016 22:54

Andrewofgg

"Nobody should be made ill by using a hotel where a pet has been taken."

Animals are part of our world. If you have problems with them, stay in a bubble.

Italiangreyhound · 27/12/2016 22:59

What did you decide OP?

ElasticGirl · 27/12/2016 23:26

Has the dog been sighted yet? Am staying awake for updates

myoriginal3 · 27/12/2016 23:28

A collie. He should be out rounding up sheep. Angry

myoriginal3 · 27/12/2016 23:35

Did dhound look a little sheepish?

GabsAlot · 27/12/2016 23:44

love this thread thanks for the update op

cant belive they were trying it on-btw my dsis inlaws collie moults everywhere

BitOutOfPractice · 27/12/2016 23:49

I'm imagining the collie rounding up other guests in the lobby

Original poster
QuandryQueen · 27/12/2016 23:55

Well I left 20 mins ago home now. No sighting of dhound, cannot begin to wonder where he is, maybe at a party?

I'll let you know if I see him tomorrow!

OP posts:
ElasticGirl · 28/12/2016 00:17

Will tune in for next installment tomorrow

Oldsu · 28/12/2016 00:53

I think the whole thing is just a shaggy dog story.

Booboostwo · 28/12/2016 06:15

Just for the fun of it...there are guide horses for the blind
www.guidehorse.com

The story of how they train them is fascinating (if you are into animals).

DontOpenDeadInside · 28/12/2016 09:03

Maybe they had already snuck it up before they checked in?

dowhatnow · 28/12/2016 09:32

We heard dogs barking on the top floor of a hotel once. We assumed they had been smuggled in. Only now I realise there is no need for the smuggling in some places.