Irish bride-to-be pleads with hotel

the_syco · 21-09-2017 04:50PM

Deleted User wrote: »

She is in no way some out of control bridzilla

Deleted User wrote: »

Who wouldn't have contacted the hotel to ask for something in this circumstance, honestly.

There's a saying; you get better results with honey than vinegar. She went at this situation with a bucket of petrol that she had already lit. If she had gone in nicely, they probably would have reduced it the price, but you don't get a reduction after threatening this sort of crap!

DrumSteve · 21-09-2017 04:51PM

Im almost positive that there are other people in this thread who like me, have worked in Customer Services, and like me, were threatened with LiveLine and like me, laughed their ****ing arse off when they heard about this.

kylith · 21-09-2017 04:51PM

....... wrote: »

This reminded me, my father in law was recently telling one of his grandchildren that he used to play GAA and all 3 of his own children were like "Did you?" and he said "Yes - I was even in a county final" and they all looked blank. He said he told them loads of times but because it doesnt interest them they dont remember.

Now tell us what would it be like if they were as gaa mad as their father.

Hitman3000 · 21-09-2017 04:51PM

the_syco wrote:

There's a saying; you get better results with honey than vinegar. She went at this situation with a bucket of petrol that she had already lit. If she had gone in nicely, they probably would have reduced it the price, but you don't get a reduction after threatening this sort of crap!

Exactly.

21-09-2017 04:52PM

Deleted User wrote: »

My opinion has completely changed after actually listening to it
She is in no way some out of control bridzilla
I thought the hotel have been fairly stingy
Yes the couple signed a signed a contract, but a gesture or token of goodwill could have been made, as the bride, groom and 112 guests will still be arriving to try make this a special day

The hotel are in no way going to be out of pocket by 2000.00euros. ..................

So 112 instead of 130 is deemed by the Bride to be a cost of €2000?
18 people, €2k, €100/head.

The bride is thinking of lack of income from the 18 not going IMO.

21-09-2017 04:58PM

DrumSteve wrote: »

Im almost positive that there are other people in this thread who like me, have worked in Customer Services, and like me, were threatened with LiveLine and like me, laughed their ****ing arse off when they heard about this.

I've heard this a million times, but it still didn't stop me from treating them fairly. Even if they were not putting their case forward the best way

harr · 21-09-2017 04:59PM

I have dealt with this hotel on many occasions for family events and had my own wedding here plus have attended many others and they have always been 100% customer focused and are genuinely very accommodating so I feel this lady backed them into a corner where they had to defend themselves.
If she had of phoned them and spoke to the manager instead of automatically sending a threatening email things might have played out better for her.
She is more than entitled to take the extra meals on the day if she so wishes as she has paid for them and as someone mentioned leave them in the bar for who ever wishes or I am sure a homeless charity would be only to grateful to take them off her hands..
I had 5 people who could not attend my own wedding at the last minute so that was 5 couples less but it never entered my head to ask the hotel for the money back...when I did explain we were having 10 less for dinner they were ok with that and instead of the 10 dinners they added a few bottles of wine to the dinner without me having to ask.

Hitman3000 · 21-09-2017 05:05PM

Deleted User wrote:

I've heard this a million times, but it still didn't stop me from treating them fairly. Even if they were not putting their case forward the best way

How many actually went to the bother of contacting 'Whineline' forcing you to defend your place of business?

21-09-2017 05:18PM

Hitman3000 wrote: »

How many actually went to the bother of contacting 'Whineline' forcing you to defend your place of business?

To be honest, if the hotel didn't agree to take part in the call , this story would not have become the story it is now.

There is no way my previous company would have entertained the idea of going at it with a customer on air

I've had many customer tell me they would call joe Duffy, or that they were a lawyer, or that their uncle was a lawyer, yadda yadda, tell me what the problem is, let's see if we can fix it.

This woman is emotionally invested in this day. She made an error of judgement. The hotel should have made a token gesture of goodwill, some free wine, preseco, but instead they came on air and read an email that she wrote to humiliate her. She is still a future customer, who still plans on arriving to have a happy day in their establishment after paying a tonne of money

Was her email ridiculous, yes
But listening to her you can hear she is upset and genuine and possibly stressed out having a load of guests cancel overnight

Was the hotel managers response ridiculous, yes
He could have offered a token, which is fair, and no need to actually read out her email, everyone wins. But now the wedding party has been ruined before it's even started, bad blood between hotel and customer.

ohnonotgmail · 21-09-2017 05:20PM

Deleted User wrote: »

To be honest, if the hotel didn't call in, this story would not have become the story it is now.

There is no way my previous company would have entertained the idea of going at it with a customer on air

I've had many customer tell me they would call joe Duffy, or that they were a lawyer, or that their uncle was a lawyer, yadda yadda, tell me what the problem is, let's see if we can fix it.

This woman is emotionally invested in this day. She made an error of judgement. The hotel should have made a token gesture of goodwill, some free wine, preseco, but instead they came on air and read an email that she wrote to humiliate her. She is still a future customer, who still plans on arriving to have a happy day in their establishment after paying a tonne of money

Was her email ridiculous, yes
But listening to her you can hear she is upset and genuine and possibly stressed out having a load of guests cancel overnight

Was the hotel managers response ridiculous, yes
He could have offered a token, which is fair, and no need to actually read out her email, everyone wins. But now the wedding party has been ruined before it's even started, bad blood between hotel and customer.

the hotel didnt call in, the bride did.

languagenerd · 21-09-2017 05:20PM

[Deleted User] wrote: »

I also thought the manager reading out the email(which was more than likely written in the moment) was poor form too. He couldn't wait to read it out. At the end of the day the lady is still his customer. Yes she should not have written it, but he was very unprofessional reading it out to humiliate his customer, who lets face it, was only asking for a token or gesture.

Ah now. She was the one who brought it onto national radio. If the hotel manager had called up Liveline off his own bat to slate the customer and read out a private email, that would be poor form. But she dragged him onto a radio show and she exposed the story, trying to shame him into refunding her - I think he was right to defend his business's reputation and show they weren't being unreasonable. She admitted she didn't even wait for the hotel to answer her initial contact before she went to Liveline.

To be fair, she really didn't sound as bad as I thought she would from the descriptions and I'd say she regrets it, but I utterly hate this tendency to threaten a business with bad publicity (radio shows, papers or online reviews) when the customer is in the wrong. Anyone who's ever worked in customer service has got those threats and it's almost always when a customer decides they don't like something they previously agreed to. The guests not showing up isn't even *costing* her anything because she has already paid it and was planning to spend that much. She tried to pull a fast one and it backfired.

21-09-2017 05:27PM

languagenerd wrote: »

Ah now. She was the one who brought it onto national radio. If the hotel manager had called up Liveline off his own bat to slate the customer and read out a private email, that would be poor form. But she dragged him onto a radio show and she exposed the story, trying to shame him into refunding her - I think he was right to defend his business's reputation and show they weren't being unreasonable. She admitted she didn't even wait for the hotel to answer her initial contact before she went to Liveline.

To be fair, she really didn't sound as bad as I thought she would from the descriptions and I'd say she regrets it, but I utterly hate this tendency to threaten a business with bad publicity (radio shows, papers or online reviews) when the customer is in the wrong. Anyone who's ever worked in customer service has got those threats and it's almost always when a customer decides they don't like something they previously agreed to. The guests not showing up isn't even *costing* her anything because she has already paid it and was planning to spend that much. She tried to pull a fast one and it backfired.

Nobody was dragged anywhere. The hotel agreed to go on air. If my previous company was asked to go on radio to duel it out with a customer, there's no way in hell they would agree. It' not professional

A Shaved Duck? · 21-09-2017 05:28PM

Deleted User wrote: »

To be honest, if the hotel didn't call in, this story would not have become the story it is now.

There is no way my previous company would have entertained the idea of going at it with a customer on air

I've had many customer tell me they would call joe Duffy, or that they were a lawyer, or that their uncle was a lawyer, yadda yadda, tell me what the problem is, let's see if we can fix it.

This woman is emotionally invested in this day. She made an error of judgement. The hotel should have made a token gesture of goodwill, some free wine, preseco, but instead they came on air and read an email that she wrote to humiliate her. She is still a future customer, who still plans on arriving to have a happy day in their establishment after paying a tonne of money

Was her email ridiculous, yes
But listening to her you can hear she is upset and genuine and possibly stressed out having a load of guests cancel overnight

Was the hotel managers response ridiculous, yes
He could have offered a token, which is fair, and no need to actually read out her email, everyone wins. But now the wedding party has been ruined before it's even started, bad blood between hotel and customer.

This is quite simply bull****.

ohnonotgmail · 21-09-2017 05:29PM

Deleted User wrote: »

Nobody was dragged anywhere. The hotel agreed to go on air. If my previous company was asked to go on radio to duel it out with a customer, there's no way in hell they would agree. It' not professional

the hotel didnt initiate the call to liveline. the bride did. do you expect the hotel to do nothing and let the bride say whatever rubbish she wanted?

21-09-2017 05:30PM

ohnonotgmail wrote: »

the hotel didnt initiate the call to liveline. the bride did. do you expect the hotel to do nothing and let the bride say whatever rubbish she wanted?

Yes, it happens all the time. Companies should not duel it out with customers live on air. It's amateur hour

iamwhoiam · 21-09-2017 05:37PM

[Deleted User] wrote: »

I've heard this a million times, but it still didn't stop me from treating them fairly. Even if they were not putting their case forward the best way

Big difference between treating a customer fairly and being taken for a right mug

kylith · 21-09-2017 05:45PM

Had she not gone straight to 'I'm calling Joe' the hotel probably would have offered her something.

As for reading out her email: never, ever put anything in writing that you would not want read in public.

21-09-2017 05:46PM

iamwhoiam wrote: »

Big difference between treating a customer fairly and being taken for a right mug

The customer was upset, stressed and acted irrationally
The hotel are a business, who are soon to welcome 112 guests and the bride and groom

Although the bride went about this arseways, the hotel manager still had the chance to try and bring about the best outcome by offering something, anything, a token/gesture of goodwill

Instead, they agreed to take part in this ridiculous phonecall on air and humiliate her, still a future customer

What on earth is the atmosphere between staff and guests going to be like on the actual day

This could have been resolved behind closed doors

XxMCRxBabyxX · 21-09-2017 05:49PM

[Deleted User] wrote: »

This could have been resolved behind closed doors

Considering she had already called Liveline when she emailed him, it was a bit too late for closed doors. She had them wide open.

21-09-2017 05:51PM

XxMCRxBabyxX wrote: »

Considering she had already called Liveline when she emailed him, it was a bit too late for closed doors. She had them wide open.

No. The hotel received her email, they could have called her then
When the radio station called the hotel,the hotel should have just called the lady to arrange a private meeting

Instead they agreed to go on radio. At the very least they should have declined the offer to go on air. That would have been professional. Instead they became irrational like the lady

Xaracatz · 21-09-2017 05:52PM

What I don't understand is the hotel manager offering a different date for the wedding. They already had the food in, and the rooms booked. Wouldn't it cost a flip load for them to reschedule the whole thing?

Unless I'm misunderstanding something(?), that was a bit of a schneaky offer to make themselves look super accommodating.

iamwhoiam · 21-09-2017 05:52PM

[Deleted User] wrote: »

The customer was upset, stressed and acted irrationally
The hotel are a business, who are soon to welcome 112 guests and the bride and groom

Although the bride went about this arseways, the hotel manager still had the chance to try and bring about the best outcome by offering something, anything, a token/gesture of goodwill

Instead, they agreed to take part in this ridiculous phonecall on air and humiliate her, still a future customer

What on earth is the atmosphere between staff and guests going to be like on the actual day

This could have been resolved behind closed doors

Yes it could if the bride hadn't gone whinging to the public show on a public radio . Her choice

21-09-2017 06:00PM

iamwhoiam wrote: »

Yes it could if the bride hadn't gone whinging to the public show on a public radio . Her choice

If the hotel declined the offer to go on air, this would have been a non story

iamwhoiam · 21-09-2017 06:02PM

[Deleted User] wrote: »

If the hotel declined the offer to go on air, this would have been a non story

Why should they ? She was intent on dragging their name through the mud ? As I said before why should the hotel be taken for a mug . I have no sympathy at all for someone who does that to anyone

kylith · 21-09-2017 06:06PM

Deleted User wrote: »

No. The hotel received her email, they could have called her then
When the radio station called the hotel,the hotel should have just called the lady to arrange a private meeting

Instead they agreed to go on radio. At the very least they should have declined the offer to go on air. That would have been professional. Instead they became irrational like the lady

That would have been pandering to her; she calls Liveline, the hotel gets scared and calls her and she wins.

The only way to beat bullies is to stand up to them and the hotel hasn't just softened her cough, they've issued a message to anyone else considering pulling this kind of stunt.

21-09-2017 06:08PM

kylith wrote: »

That would have been pandering to her; she calls Liveline, the hotel gets scared and calls her and she wins.

The only way to beat bullies is to stand up to them and the hotel hasn't just softened her cough, they've issued a message to anyone else considering pulling this kind of stunt.

Oh believe me, anyone planning a wedding would have concerns about booking this hotel now.

If this was the hotel's aim, they have hit a home run

kylith · 21-09-2017 06:09PM

Deleted User wrote: »

Oh believe me, anyone planning a wedding would have concerns about booking this hotel now.

If this was their aim, they have got a home run

Concerns that they won't be able to bully the hotel into changing their contract at the last minute by threatening them with publicity? Good.

21-09-2017 06:10PM

Deleted User wrote: »

Nobody was dragged anywhere. The hotel agreed to go on air. If my previous company was asked to go on radio to duel it out with a customer, there's no way in hell they would agree. It' not professional

It depends on the company.

Coca Cola because someone bought a bottle that was flat? No way.

A small hotel that has a perfectly legitimate defence and might want to avoid her going unchallenged and the host saying "well we invited them to come on air but they declined"...no chance.

21-09-2017 06:10PM

kylith wrote: »

Concerns that they won't be able to bully the hotel into changing their contract at the last minute by threatening them with publicity? Good.

**** happens
No goodwill gesture from hotel
Humiliate future customer on air

bucketybuck · 21-09-2017 06:12PM

Some amount of crap being spouted in this thread.

Irish bride-to-be pleads with hotel

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