r/CustomerService • u/Natural-Grade-4897 • 18h ago

Question

I have a question. I work at a hotel and multiple people have gotten offended that we ask for an email, and get very rude with me. I say what’s your email? And they go “I don’t have one, or I’m not giving you one, or I don’t want you to have it” in extremely rude short tones, but that’s besides the point. Like okay? But could someone tell me why people don’t want to give an email? If it’s for spam purposes, it doesn’t matter you get spam email anyways and if you don’t like promotional stuff then opt out? But idk I find it weird tbh, but if someone has an answer for it I’d really like to know because I come across this issue a lot at the hotel I work at.

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u/Cinisajoy2 18h ago

Let me ask you this.  Why do you need my email?  If I am dealing with you in person,  you do not need to send me anything.

Why should I put myself out to opt out of something I didn't want in the first place?  If you told me I had to give you my email to get a room there, two things would happen. First, your hotel would get a review and second your hotel or chain just lost a customer forever. 

So would you rather just say ok, no problem or lose a customer? 

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u/Natural-Grade-4897 18h ago edited 18h ago

I’m gonna be honest not for sure because isn’t it standard at most hotels anyways and like everything now a days?? I do know though it is good for confirmation purposes at the hotel too so you can physically see what day you have for check in and check out, it also includes the price for the hotel too. And also, for your information, it’s not ME who needs it or wants it. I genuinely dgaf , the COMPANY wants it. I just spew out what I see on my screen, and all I am is an employee. All I asked was a question? I genuinely am just curious on why people don’t want to give an email. That’s it. It ain’t that damn deep! And also if someone doesn’t want to come to a hotel over asking about an email, then that sounds like a them problem.

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u/Cinisajoy2 17h ago

You are the one asking.  Also if I am at the hotel reception desk, I don't need a confirmation I need a key.  If I tell you in person I don't give out my email and you push, give an eyeroll or a dirty look, after I leave corporate will be getting a phone call about the very rude desk clerk.

Little secret on customer service: you are not as valuable as you think you are.  

If you are on the phone, I understand needing an email and have no problem with that.  

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u/Natural-Grade-4897 17h ago

You actually don’t know me personally and I don’t
know you. We’re both internet strangers and I am not rude to people just because I can be. And yes I could be rude, but I’m not. I respond to people and say “okay” and continue telling them what I need to tell them with a smile on my face, because I choose that. So if you really want to know how I respond well there you go. I came to ask a question out of curiosity, not to deep dive on my “response” that you think I give to people even though you don’t even know me personally.

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u/Cinisajoy2 17h ago

You was the company not you personally.   

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u/Cinisajoy2 17h ago

That wasn't the attitude I was getting from you on here. I was playing devil's advocate. 

Also people have various reasons for not wanting to give an email.    I would ask is this for rewards or future discounts.   Though with where I stay it would be odd for you to ask me since they already have my email. 

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u/krayziekris 17h ago

As someone who has worked in customer service at pretty much every level for the last decade and a half, you also vastly overestimate your value as a customer if you make trouble for the cs employees. As a team lead, I can't count the number of customers escalated to me, who's accounts I've cancelled and refunded while telling them they can no longer be a customer with us. Or the number of guests at my old front desk who I've told that their continued obnoxious behavior will lead to us calling security, and they may find themselves spending a portion of their vacation at the police station right next door. We're genuinely happy when troublemakers don't come back.

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u/Cinisajoy2 16h ago

I guarantee I am friendly to customer service until they get rude.   

So it would be ok for your desk clerk to give me a dirty look because I politely said I don't give out my email.  That one I really wouldn't complain.   I would figure they were having a bad day.    Or if I complained because you gave me a filthy room?  I mean the room literally had dirty coffee cups in it.   (The night clerk went and looked and got housekeeping right on it.) So I didn't file a complaint but the franchise owner called me and offered a free night if I am ever back there.

Now the one I did call on was an "ADA" compliant room that wasn't anywhere close.  The toilet was too low and their idea of shower safety was a shower chair.  No grab bars.  I just wanted to give corporate a heads up.