Update to this story: http://customers-suck.livejournal.com/3
The day after this story was posted the customers were out all day; there was a little more bad behaviour from the boys that evening, but not much more than enough to warrant stern words from us (again). They were checking out the next so we decided just to leave it.
When they checked out the two fathers came to see me and basically said that they thought I was lovely, but the rest of the staff were horrible, horrible people who shouted at everybody all the time. I calmly explained that this was because their sons were incredibly badly behaved and didn't listen to instructions from any of the staff, and I listed all of the things the boys had been doing.
They vehemently denied their boys were anything but little angels - I truly believe, however, that I saw a little glint of recognition/acknowledgement in their eyes. There is just no way that either (a) this is the first time the little turds had behaved that badly, or (b) nowhere else they have been to has ever had to reprimand them.
They started coming up with all of these excuses - "the boys don't understand English!" (Trust me, they understood the word "no" perfectly.) "You should have said something to us!" (We did - repeatedly. You either ignored us or actively encouraged your boys to keep going.) Then they said that one of the Thai managers threatened to kill their kids. This was kind of a weird thing to say so I didn't really respond because I was perplexed, but they then started denying everything again and it was left like that.
I found out afterwards that the Thai manager had caught the boys attacking one of our cats - swinging a big stick like a baseball bat trying to hit it. He was so angry his already tenuous grasp of the English language failed him and he shouted at them "you kill my cat I kill you!". Now I fully acknowledge that this is a pretty awful thing to say to a kid, but in all honesty if it was me that had caught them I would have been so angry I'm not really sure how I would have reacted.
Today they left a review on the agency site through which they'd booked, and part of their comment was "They did not like children, as they are seen and heard and likes to jump in the pool. They barked all the time on them with a very unpleasant language!" (This is using Google translate). Unlike Trip Advisor this agency site does not have a right of reply, so I am going to contact the agency and explain to them that the children:
- attacked one of our cats
- threw coconuts at passing motorbike drivers
- kicked our banana trees until they fell over
- ignored all instructions from staff and laughed in their faces
Hopefully they will be able to do something about the review.
I had this absolutely amazing idea afterwards - to have a site set up exactly like Trip Advisor, except that instead of guests commenting on hotels hotel staff can comment on guests and warn other hotels. Things like:
- "very badly behaved children who damage property and endanger other peoples lives - I recommend refusing this booking if you can"
- "Stock up on surplus towels - this guest is not happy unless he has 17 towels per day"
- "This guest is harmless but tends to spit on you when talking - keep your distance"
- "don't bend over backwards for this guest - trust me, there is nothing you can do to make them happy"
But then I realised that probably every other hotel staff member who works on the front line has probably had exactly the same thought.