Unfiltered Story #184556

, | Unfiltered | February 3, 2020

Several guests within this past week entered my hotel lobby to rent a room. I had assumed the massive influx of guests within the past several hours had been due to an incoming snow storm. My third guest began to explain their situation, which was rather disheartening.

Me: Hello! How can I help you tonight?
Guest: We’re here to rent one.. No, two rooms.
Me: Alright. I’m rather surprised that there’s been so many guests tonight. Incoming snow storm?

At this point I’d already begun to check the guests in, when they began to explain their situation.

Guest: Well.. My grandfather was murdered recently. We’re here to rent a room as we’re looking for a place to hide.

At this point I stopped, and began to explain to them that we may not be able to rent to them, as the company might get wrapped up in litigation, or someone related to the murder may come looking for them.

Guest: SO YOU’RE TELLING ME YOU WON’T RENT TO ME?
Me: My apologies, ma’am. I’m just following protocol. I’m unsure as to what procedures to follow related to this. This may endanger fellow employees, or our hotel as a whole.
Guest: DO YOU HAVE A MANAGER YOU CAN CALL?

Keep in mind, this was at 1:30 AM. 1:30! Begrudgingly, I decided I might as well call him. To my luck he was awake and was just then getting ready for bed. After explaining the situation to him, he explained to me that we could rent for them if the police came to our hotel personally and made the reservations FOR them (This shouldn’t be unreasonable as they’d supposedly spoken with the cops already regarding this). After getting this information I promptly informed the guests of this.

Guests: WELL, THE GUY HERE EARLIER TODAY WOULD RENT TO US.
Me: I’m sorry, ma’am. This is the information I was given in relation to your stay. If you’d like to call the police and have them come up here, I’ve no problems whatsoever renting to you.

They then called the police and informed them very bluntly in front of me “They don’t want to rent to us because we’re “victims”, and we have to have you come up here to rent for us.”. This turned into a long, awkward thirty minute wait as they waited for the police to arrive. During that time I tried my best to offer them accommodations. I gave them a remote for their small children to watch Cartoons on the lobby Smart TV’s, offered to brew fresh coffee, and gave them two cartons of milk for their children.

Upon arriving at the hotel, the police promptly informed them that they could not vouch for them in regards to their stay. I understand being mad after waiting thirty minutes, and not having been told this right at the beginning.

Guests: SO YOU’RE TELLING ME WE CAN’T RENT A ROOM? I GUESS YOU GUYS WANT NEGATIVE PUBLICITY. WE’RE GOING TO TAKE THIS TO THE LOCAL PAPERS. THIS IS DISCRIMINATION!

Our protocol dictates that we cannot rent to someone in instances like this due to the fact the hotel may become tied up in litigation, as well as it’s possibly endangering our staff. In the event someone searched for the victims of said instance and found them, there could be possible repercussions for us.

Me: This is not discrimination, ma’am. I apologize. I would love to rent for you, but I was informed that I cannot do such unless the police vouch for or set up the reservation for you. I cannot go above this. I apologize.
Guest: I’VE NEVER BEEN TREATED SO POORLY IN MY ENTIRE LIFE. I’LL NEVER STAY WITH (Company) AGAIN! YOU’LL BE HEARING FROM US AGAIN!

All I could do was stand there, grit my teeth and smile.