Making reservations should be easy

We have a wedding to attend in a couple of months. We anticipate a joyful occasion of the couple’s family and friends. We’re family. Our niece’s youngest son is getting married in Kansas. How time flies.

We plan to travel to Omaha and ride with our daughter, son-in-law, and our two youngest grandkids, 6 and 8 in their van. I agreed to make reservations for two connecting rooms. Makes it easy for us to watch the kids if their parents want to hang out with cousins.

 I checked the website the couple set up. From there, most could reserve rooms. But what was available on their website was basic, but I needed more. I found the website for the hotel and called. Waited as the system cycled through the choices. I chose reservations. Waited. Finally, a live person picked up. When I explained what I needed, she passed me on to another person at another station. I waited. 

 A man answered. I had the right place. While I don’t usually ask, this time I asked for a name, which I wrote down on the paper where I was keeping notes. Michael searched for the couple’s block of rooms. That took time. I explained what we needed. Two rooms, connecting, one for a family of four, etc. He seemed to have some difficulty finding things on the computer and was apologetic. 

 I understood that. Computers seem to have a mind of their own. I waited. We’d chat briefly as he searched. Slowly, we walked through the process, though it took much more time than I had planned for my morning. But Michael was pleasant and trying. I gave my card to hold the rooms. By this time, almost an hour had passed from the time I opened the website and first called.

 But we were almost done. All that was left was an email address for him to send a confirmation. My shoulders relaxed. Soon, I could get on with other things on my to-do list.

 Michael grunted with frustration. “I’m having trouble sending the email.” He tried again. It wasn’t going well. Finally, he told me. “I’m sorry. I’ll have to put you on hold. My computer has locked up, and I need to reboot.”

 Ok. It happens. I waited. And waited. The morning was slipping away. I heard his sigh as he got back on the phone. It’s locked up. I am sorry. I’ll have to send you to Reservations.” He meant not that hotel, but corporate headquarters, wherever that is.

 Not his fault. Though frustrated, I wasn’t mad at him, just the situation. “Hello. How can I assist you?” the voice sounded on my phone.

 Now I could complete my reservation. I explained. She said firmly. The system is down. Sure, I knew the computer was down at the Topeka hotel. “Yes, so a reservation?”

 She repeated. “The system is down.” The whole Topeka system is down. She just repeated herself. I got it. My reservation apparently caught in a system-wide cascade failure. Oops! Even headquarters couldn’t help me. “Please call back another time.” I hung up. Over an hour on the phone. Tired. Frustrated. But no reason to take it out on the employees.

 The next morning, I called Topeka. I got through. I planned to ask for Michael because he knew what we’d gone through already. To my surprise, he answered the phone. No waiting. No transfer. We completed the reservations in five minutes.

 That wouldn’t have happened had I lost my temper with those with whom I dealt. Things happen. Even if those with whom I dealt hadn’t been particularly pleasant, acting out would not have helped anyone—especially me.

 Always be kind. Then there are no regrets and you’ll be more satisfied with the outcome. And I was. I had the reservations. I sighed with relief. Bring on the wedding.

© 2025 Carolyn R Scheidies
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