You can get anything you want in this city; as long as you have the guts to ask for it.I'm really not a confrontational person. In fact, I tend to do whatever I can to avoid it. However there are times where being blunt, brutally honest, and demanding sure get you places.
Or free upgrades at awesome hotels.
Today I was sent on assignment by the chairman of my company to purchase a weekend stay + spa packages + dinner gift certificates at the new Palms Place Hotel. It's this new swanky hotel/condo that just opened and is super trendy right now in Vegas. Our attorney just won this big lawsuit for my company and as a thank-you, Mr. Chairman decided to get him and his wife a weekend of fun and relaxation at Palms Place. Cool, right? I know.
So I head down there, walk inside and stand in line waiting to speak with one of the front desk people. I notice this man at the counter in front of me. He's clearly upset, his arms full of couple garment bags and several suitcases at his feet. Unable to avoid overhearing, I listen to him complain to the poor check-in girl that he wants to check-in immediately, even though check-in is not available until a few hours later. Having worked in a service-oriented environment, I totally sympathize with the Palms employee and start rolling my eyes at this clearly impatient, pushy man. I'm so sure, dude. It's 10:00 in the morning. It's not even check-out time yet. Drop off your luggage and hit the cabana by the pool like every normal person would. But no. He continues to complain, raising his voice, demanding to speak with a manager. Manager walks up, does the whole "is there a problem here?" bit and the angry man proceeds to explain to him that he was told he could check-in early.
"There are no rooms available right now. Check out time is noon. After noon, we should be able to check you in."
Sounds reasonable to me. Not to this guy though, who refuses the offer and continues to cry about having to live roomless for 2 whole hours.
Well, somewhere in there, the hotel manager breaks down and offers the guy an upgrade to a 2 bedroom penthouse suite if he will be able to wait until noon.
WTF???!!!!!
I stand there, gaping at what I've just heard. I could not believe they were giving in to this cry-baby idiot.
The man expresses a deep sigh, like "if that's the least you can do," signs the registration card and heads to the hotel bar like a freaking pro. I swear I saw a little smirk twitch across his face as he walked past me, dropped his luggage off at the concierge and strolled into the bar where I'm sure he'd be anyway had he been able to check-in early.
My turn at check in. I purchase the room and ask for a gift certificate. The same girl looks a little blank and goes, "Oh, I've never done one of those before. Hold on." Now, I understand this place is new and there are bound to be some glitches in the system as the whole hotel gets into the swing of things. However, do not ask me how or why I stood and waited in that hotel lobby for 45 minutes while four (4) people attempted to activate a stupid gift card. Apparently no one had been trained on how to do it, and only a certain computer could activate the cards, but that computer was not working so could you please follow me to the boutique and we'll try over there.
Right about now is when I begin to think that maybe Mr. Penthouse Upgrade isn't so stupid after all. This was ridiculous. I mean, I'm patient and sympathetic, but this was a little extreme. I begin to show little pangs of frustration, you know, to test the water, get a feel for what kind of leverage I might have.
Forcefully, I let out "Do you know if this is going to work because I really need to get back to work."
It's strong, but not demanding. Serious, but subtle.
"Oh, well you can leave your credit card number and we'll charge it once we figure out how to do it."
Umm, not really what I was looking for. Where's my penthouse? My spa package? Do I need to throw a fit to get some perks around here, or what?
Well, annoyed now and clearly too prideful to start subjecting myself to a temper tantrum, I oblige and get the hell out of that place.
But let me just say that I think it's really lame that just because I'm a nice, patient, understanding customer, I am denied the awesome upgrades and free stuff that are thrown at some people who act like 2 year-olds, just so they'll shut-up. And you know they do it on purpose. They know exactly how to take advantage of the system.
Not fair.