So I just called Four Points Cocoa Beach Reservations to ask a question about our room for our upcoming cruise on Dec 9th. The lady on reservations said she was unable to help me because we booked via Areoplan points & I would have to call the hotel directly. That was fine, I asked for the #. She then said "but keep it brief, it is noon time for them right now & they are busy with checking out guests. So just ask your question & let them get on with their day".
WTF? My response of course was "well no, I am going to be a guest in their hotel, I have 2 questions & I would like an answer without being rushed off the phone so they can tend to other guest. I will call a little later if it means someone will be willing to speak to me". She told me that was a good idea but not to wait too late because then I will be in the time frame they are dealing with people checking in.
I fully understand what she is saying but do they really have that many people checking in at once that they can't also answer my questions? Or here is an idea, if you are extremely busy, don't answer the darn phone until you can give the person on the other end your undivided attention.
My questions are easy, I shouldn't be on the phone with them more than 2 or 3 mins max but am I wrong to think she could have stated that differently? Maybe just say something along the lines of "they are most likely busy at the moment due to guest checking out so if you don't reach anyone make sure to try again in an hour or two". Sometimes the simple wording of things can make a huge difference in customer service.