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It’s All Fun And Games Until Mom Finds Out

, , , , , , | Right | CREDIT: fher1286 | March 30, 2022

This happened a few years back while I was working at a hotel in upstate New York. The hotel was a popular destination for weddings because of the location and the proximity to a little town that had a good nightlife scene.

I was working the night audit shift that Saturday night, so as I got into the back office, the front desk agent filled me in on everything that was going on. She let me know that the wedding in the conference area had wrapped up around ten and that some people had stayed at the hotel bar while some went downtown. Other than that, it had been a fairly quiet evening.

As the crowd that had gone downtown were returning back from the bars, the bride was in the lobby in some casual sweats waiting around for her husband.

Me: “Is everything okay, ma’am?”

Bride: “We’re leaving. We have to catch an early morning flight; we’re heading to LA and then on to Hawaii for our honeymoon.”

We chatted briefly about where in Hawaii they were going, and finally, the groom came down and they hopped into a waiting car.

About twenty minutes after they left, I got a call for a noise complaint saying that the room next door was having a party. I apologised and told the guest I’d have someone up right away to break it up. I checked the room number and saw that it was the bride and groom’s suite. I called my overnight security guy on the radio and told him to go break up the party since the people in that room had already vacated the premises.

He called back down about five minutes later.

Security: “I told everyone to clear out of that room, but the moron that answered the door had a bong in his hand and the room stunk like weed.”

Me: “Okay. Come downstairs and write out a statement, please.”

I posted the $300 smoking bond to the room and my overnight guy went back up and told them we’d be applying the $300 charge.

Fast forward to the next morning. I was still at the desk because our early morning person had called in sick, and I was approached at the desk by one of the guys that had been partying in the room.

Guy: “Your guy last night said we have to pay $300 for smoking?! That’s bulls***! My friend had his wedding here!”

Me: “And we hope that the service that was provided for the wedding was everything they asked for. However, upon checking into the hotel, everyone — and I mean everyone — signs a form stating that they understand there’s no smoking in the room. Ultimately, your friend is now responsible for you guys smoking in that room.”

Guy: “This is absolute bulls***. We’re not paying that! I’m calling him right now!”

About ten minutes later, I got a call on the main line, and it was the groom. I didn’t even have time to get my greeting out before he was ripping my head off about the $300 charge. We always get push-back on it, but this guy was aggressive about it.

Me: “My security guy knocked on the door and smelled weed. The guy who answered the door had a bong in his hand. They were caught red-handed, and you are now responsible for that.”

The guy swore at me for another five minutes before I hung up.

Then, the groom’s mother came up to the desk.

Groom’s Mother: “Is there an issue? Some of my son’s friends were yelling about something, and I heard one of them talking to my son on the phone about a charge.”

Me: “Unfortunately, due to privacy laws, I’m unable to divulge what happened. You should ask your son’s friends about it.”

I was like 95% sure that was true regarding privacy laws, but I sounded really confident about it, so she bought it. She sighed and went back to the conference area where the wedding guests were seated for brunch. A few more of the friends came over to yell at me, but I sent them on their way. I wasn’t budging from that $300 charge.

The mom then came back and started pleading for any sort of information I could give her.

Groom’s Mother: “I just want to make sure that the weekend is a success, and I don’t want to have people arguing over something trivial with your staff. My credit card information is on my son’s room! I just want to know what happened!”

Me: “Wait, your credit card is on the room?”

Mom: “Yes, I’m paying for my son’s room and the suites that the bridesmaids got ready in.”

Me: “Give me just one moment.”

I went rummaging through the paperwork for the room, and sure enough, there was a third-party consent form attached to the paperwork stating that all charges be charged to the credit card on file.

Me: “Well, ma’am, that sort of changes things since you’re financially responsible for the room.”

Groom’s Mother: “Okay? What does that mean?”

Me: “Well, here’s what’s been occurring since last night…”

I proceeded to give her the entire story. Her face got angrier and angrier as I spoke.

As I was finishing telling Dear Old Mom about what her son’s friends had done, HE CALLED BACK! I answered the phone while she was standing in front of me, and he didn’t even let me get the greeting out before he was yelling and swearing at me again. I pulled away from the receiver so his mom could hear the action and she stormed off. In the middle of yelling at me, he yelled at his new wife:

Groom: “My mom is calling me! Text her and tell her I’ll call her back!”

I could hear the bride reply:

Bride: “She’s calling me!”

The son stopped yelling at me for a few seconds to get on the phone with his mom, and I could hear her laying into him. She was absolutely shredding him to pieces, and I know this because she was on her cellphone walking down the hallway back to the desk, demanding that he get back on the phone with me and apologise for his behaviour. She walked up to the desk, stood in front of it, and hung up.

A few seconds later, the son got back on the phone with me and apologised for his behaviour, sounding utterly defeated. The mom stuck around to make sure he apologised and then marched back to the brunch. A few minutes later, every single one of the friends was standing in front of the desk apologising, and the mom had them reaching into their wallets or hitting the ATM to pay her back for the $300 charge that was going on her credit card.

I checked our system and saw that she had a massage booked at our spa. I called and asked them to comp one of the mineral soaks for her performance in the lobby, and they were more than happy to oblige once I told them the story.

Question of the Week

Tell us about a customer that lied or scammed to get what they wanted.

I have a story to share!