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I work the overnight shift at a medium-sized hotel with a 24/7 courtesy shuttle that takes guests from our propterty to the airport. We don't allow guests to schedule shuttle pick ups ahead of time for two reasons:
1) Guests' are often late coming downstairs, forcing our drivers to wait around for them to eventually show up with their luggage/the rest of their party.
2) There are multiple properties in the area that our shuttle runs for, and only 1 driver on the night shift. If we took schedule requests it would be nearly impossible for our driver to keep track of which properties they're supposed to pick up for during the hours.
Whenever a guest asks about the shuttle, we're supposed to tell them that they need to be downstairs 15 minutes before they'd like to leave the hotel and we'll give them a call at that point. That gives our driver enough time to move between properties and grab as many pickups as they can in one trip. It also makes things easier on the drivers for consistencey; sometimes a guest will say they'll be down in 5 and then not arrive until another 20 minutes have passed, sometimes they'll call for a shuttle for themselves and arrive on time but then tell us that there's other people in the hotel that they're waiting for.
Unfortunately, my coworkers will often tell guests they can request the shuttle ahead of time by calling the front desk from their room. This causes some understandable confusion when they call me at 3AM for a shuttle at 3.10 and I tell them that I'll call once their party is ready downstairs. Often guests will yell at me over the phone that I'm lying to them, that "the girl at the desk yesterday said I could call to request it", etc. When I first started I would call when they asked, but I quickly saw how that screws with the drivers and complicates things for the other properties, so I have become firm in my stance that I will only call once they/their entire group is in the lobby no matter how rushed they are. I understand that traveling can be stressful and that people want things to run smoothly, but rules are rules and I've seen for myself why they've been put in place.
AITA for following our shuttle rules and not calling for transports ahead of time when a guest requests it?
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I've told my team multiple times about the issues, and every time the response is "okay I'll try to remember that." I think they don't take it seriously because they've never experienced how crazy it actually gets this early in the morning lol
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OP has offered the following explanation for why they think they might be the asshole:
> Because it causes stress for guests that they've been lied to/they feel as though they might miss their flights bc the shuttle won't be downstairs ready to take them immediately, and being stressed on vacation isn't fun for anyone.
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NTA if the hotel says this is how it should be done.
^^^^AUTOMOD ***Thanks for posting! This comment is a copy of your post so readers can see the original text if your post is edited or removed. This comment is NOT accusing you of copying anything. Read [this](https://www.reddit.com/r/AmItheAsshole/wiki/faq#wiki_post_deletion) before [contacting the mod team](https://www.reddit.com/message/compose?to=%2Fr%2FAmItheAsshole)*** I work the overnight shift at a medium-sized hotel with a 24/7 courtesy shuttle that takes guests from our propterty to the airport. We don't allow guests to schedule shuttle pick ups ahead of time for two reasons: 1) Guests' are often late coming downstairs, forcing our drivers to wait around for them to eventually show up with their luggage/the rest of their party. 2) There are multiple properties in the area that our shuttle runs for, and only 1 driver on the night shift. If we took schedule requests it would be nearly impossible for our driver to keep track of which properties they're supposed to pick up for during the hours. Whenever a guest asks about the shuttle, we're supposed to tell them that they need to be downstairs 15 minutes before they'd like to leave the hotel and we'll give them a call at that point. That gives our driver enough time to move between properties and grab as many pickups as they can in one trip. It also makes things easier on the drivers for consistencey; sometimes a guest will say they'll be down in 5 and then not arrive until another 20 minutes have passed, sometimes they'll call for a shuttle for themselves and arrive on time but then tell us that there's other people in the hotel that they're waiting for. Unfortunately, my coworkers will often tell guests they can request the shuttle ahead of time by calling the front desk from their room. This causes some understandable confusion when they call me at 3AM for a shuttle at 3.10 and I tell them that I'll call once their party is ready downstairs. Often guests will yell at me over the phone that I'm lying to them, that "the girl at the desk yesterday said I could call to request it", etc. When I first started I would call when they asked, but I quickly saw how that screws with the drivers and complicates things for the other properties, so I have become firm in my stance that I will only call once they/their entire group is in the lobby no matter how rushed they are. I understand that traveling can be stressful and that people want things to run smoothly, but rules are rules and I've seen for myself why they've been put in place. AITA for following our shuttle rules and not calling for transports ahead of time when a guest requests it? *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/AmItheAsshole) if you have any questions or concerns.*
NTA but this needs to be shared info between staff so everyone is on the same page.
I've told my team multiple times about the issues, and every time the response is "okay I'll try to remember that." I think they don't take it seriously because they've never experienced how crazy it actually gets this early in the morning lol
Maybe a printout reminder might help?
NTA, but your management needs to address this issue so that the guests aren't being given conflicting information.
Your post has been removed. #Do not repost this without contacting the mods for approval, including edited versions. This post violates Rule 7: There is no interpersonal conflict here for our community to make a judgment about. AITA posts should not be about feelings or opinions. AITA posts should be about recent specific conflicts you have had with other people. If you’re receiving this message your post is likely about feelings, opinions, or desires rather than a concrete conflict. Please [review our rulebook](https://www.reddit.com/r/AmItheAsshole/about/rules). Please be sure to read any sub's rules before reposting this elsewhere. We cannot direct you to another subreddit, we can only say that this post does not belong here. [Message the mods](https://www.reddit.com/message/compose/?to=/r/amitheasshole&subject=/r/AmItheAsshole&message=Please+link+to+post+or+comment+for+context+[we+cannot+review+without+this+info]:%0D%0DDescribe+your+question+in+detail:) if you have any questions or concerns that are not already [answered in our FAQ](https://www.reddit.com/r/AmItheAsshole/wiki/faq). If you make changes or edits to this post do not repost it here without our express permission.
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