So, I work at newer(only opened a year ago) pheraton hotel near our local airport as the FOM. We just reopened two weeks ago after being closed for 6 weeks due to the coronavirus and have been struggling to break even honestly. So, I'm already working about 60 hours a week and just have no tolerance for bs right now.

I get a call from, let's call her Mrs goldy. She's an elite member, and stayed on a points stay in January of this year. Now, on weekends our shuttle doesn't start until 7am. This is very important.

This lady tells me she wants us to pay her uber and parking fees of 150$, plus have her points back because she thought our shuttle was 24 hours. Our website has the hours by the way.

Anyway, I explained to her that I can't give her a monetary settlement because of an issue she had with transportation. Like, she didn't name a single complaint about our hotel or staff for anything. It was specifically because she had to pay for an uber and airport parking. Which doesn't make any sense to me because why would you need a car if you paid airport parking?

So, she goes "Well, just give me the monetary amount in points."

What? Really? So, I told her I'd call and see what could be done because I was so over the conversation. Now I have to call her back and tell her no and I actually don't think I know how to say it nicely.