A woman arrived to check-in, but I couldn't find the name on our Arrivals list. After asking if it could be under a different name, I searched our system and discovered they'd reserved the night before and we'd checked them out as a 'No-Show'. When I told her this I saw her spirits drop as she whispered, "he had one job". The 'he' of this statement was her new husband. They were coming to the hotel to celebrate their honeymoon.
As her tears were beginning to well up, I assured her we had rooms to accommodate her and walked her over to have some tea while we sorted everything out. Thankfully, I was working with Evelyne and she agreed with my suggestion to give them a ridiculous upgrade to a Fireplace Corner Suite, since we didn't have the availability to give them the room they originally booked.
Also, our Reservations Manager let us give them a credit for a free night their next stay, which is our way of refunding the no-show charge. Basically, this was one of those wonderful moments in my job when we get to make someone's stay a memorable one! Saving what could've been a terrible start to their honeymoon/life together! haha! Maybe I'm feeling a bit grand about this, but I have such little power in most situations and this one felt special.
They sent flowers as a "thank you". It's days like this that make me love this job!!
