Unfiltered Story #163272

, | Unfiltered | September 16, 2019

(Our hotel has a shuttle bus, which can hold only 10. To avoid from it becoming overfull, each guest has to pick up a pass 15 minutes before leaving. The first bus leaves at 6:00 am, and it is now 5:30 am. An old man with a self important smirk comes by.)

Guest: “Hi, I need a pass for the 6 o’clock shuttle.”

Me: “I’m sorry, but those our given at 5:45, which is 15 min from now. You’ll have to pick them up then.”

Guest: “What? Can’t you just give me one now??”

Me: “I’m sorry sir, but those are the rules.”

Guest: *grouchily* “Fine!”

(Instead of going to get some coffee or breakfast like most other people have done in the past, he just stands there not moving, with a creepy smile. Another customer comes up for her invoice, and he doesn’t move.)

Me: “Sir, can you move, I have to help this other customer.”

(He moves an inch, and I help her. I’m getting really unnerved and annoying by his unblinking staring and creepy smile, but I don’t say anything more, just keep doing my work, answering phones and checking out customers. My clock hits 5:42, and another customer comes up.)

Customer: “May I get a shuttle pass for the 6 please.”

Me: “Ok.” *I hand it over*

Guest: “Hey, wait! It’s not 5:45 yet! It’s 5:42!”

Me: “Sometimes the customers’ watches are slow so I can give it a few minutes before but not 15. I was just being nice.”

Guest: “Hmph! Why didn’t you offer me one before, huh? You either follow the rules or you don’t! Which is it?! WHICH IS IT?!”

Me: “I was just about to offer you one early too but I was busy with other customers.”

Guest: “Not good enough! I was here first so I AM FIRST!!”

(He continues to rant and rave, so I just give him a pass so he’ll finally go away, which he does. I felt sorry for the poor driver who had to take him to the airport though, I saw him yelling at the driver as he boarded. He complained about me but the managers just laughed it off.)

Unfiltered Story #163270

, , | Unfiltered | September 16, 2019

It’s 8:50 in the morning on a Sunday, a guest comes up to me asking for a towel. No big deal. As I bring it out he looks at me and says, “You know, and I say this with a smile, but I know it’s not that busy right now but it’s a bad time to close down the bathrooms. (referring to the public 2 stall restrooms in the lobby) He seemed genuinely upset that he couldn’t use the bathroom for the 20 minutes the housekeeper cleaned the restrooms. I told him this is usually the best time because it is slow and usually people use the bathrooms in their own rooms before coming down. He just said “It’s bad timing”
I don’t know what he wanted me to do, he could have just asked the housekeeper to use to restroom she would have walked away.

No More Room To Drink

, , , | Right | September 13, 2019

(I work night audit at a decent-sized hotel. One night when I come in to work, my manager briefs me on a family staying with us that had a few — perfectly legitimate — problems with their stay. First, one of their third-party reservations did not come through in our system, and we had no record of it existing anywhere. Just to be nice, we comped their night, since we couldn’t charge the third party without proof but didn’t want to possibly double-charge them, but the only room we had available was a specialty suite. The next day, it turns out that our sales team input a contracted reservation incorrectly, and so the specialty suite needs to be made available. Now, we have to move this already upset family out of their upgraded room, though we do comp that night, as well, for the continued issues. However, my manager does warn me that she heard them muttering about “finding some more things wrong” after being given the second comp, suggesting they are looking for more to complain over to get more freebies. Just after my manager leaves, a young man comes up to my desk.)

Me: “Hello!”

Guest: “Hi… Um… So, I’m in this room… and… and my sister forgot her phone…”

(It is immediately apparent that the guest is VERY inebriated.)

Me: “Okay… so…”

Guest: “Yeaaaah… She forgot it… so… I need her room…”

Me: “Erm, well, I can’t just give out room numbers…”

Guest: “It’s under [Last Name]. I’ve got the keys to umm… to [Room #1] and [Room #2]… and I need her room number… ‘cause we got kicked out of [Specialty Suite].”

(I’m immediately groaning internally, because now I know who I’m dealing with, but my manager didn’t give me all of their room numbers because the whole issue should have been resolved.)

Me: “Umm, well, I see two rooms under [Last Name].”

Guest: “Nope! That’s wrong; there are three! But that’s okay; that’s how we get free stuff.”

Me: “Erm… Well, hang on… Is there another name it could be under?”

Guest: “Noooo… It’s [Last Name]. Or [Other Name] Or…”

(The guest proceeds to rattle off a string of names, some of which are surnames and some of which are first names, and some could be either one. I try to type them in as fast as he says them to check for them. Finally, on about the sixth one he offers, I find another reservation, with notes connecting it to his room.)

Me: “Ah! [First Name, Completely Different Last Name]?”

Guest: “Yeaaaahhh… that’s my sisterrrrr…”

Me: “Okay. Now just let me check your ID… okay, she’s in [Room #3].”

Guest: “Okay… okay… so we’re in [Room #1], and [Room #3], but we should have three.”

Me: “Yes, that’s [Room #2], like you said earlier.”

Guest: “Okay… um… yeah… huh… okay…”

(He wanders off… only to return five minutes later.)

Guest: “So, that was, uh… [Two Incorrect Room Numbers].”

Me: “No, no… You said you had keys to [Room #1] and [Room #2], and your sister is in [Room #3]. You have three rooms.”

(Worth noting, the guest is actually holding a key packet with at least one of the room numbers written on it.)

Guest: “Okay… [Incorrect room number].”

Me: “Noooo…” *lists the three numbers again*

Guest: “Okay…” *correctly recites room numbers* “You know, it’s okay. It’s okay. This is how we get free stuff… You just made a mistake, woke up too late or something… It’s okay… We’ll just get more stuff…”

Me: *thinking about how it’s not my mistake that he’s too sloshed to get to his room* “Okay, sir, you all right now?”

Guest: “Yeahhh…”

(He wanders off again… and returns again, this time throwing the keys on my desk.)

Guest: “I got the keys to [string of a mixture of correct and incorrect room numbers] and just… just all the keys and they don’t work!

(I can see he has a bunch of keys all shoved into one packet. He probably mixed them all up and can’t match them to their correct doors.)

Me: “Okay, sir… Hang on one second…”

(I then very carefully write out a new key packet for each room, writing the numbers very large, make exactly one key for each room, and place them in their respective packets.)

Me: “There… This one is your sister’s room, and these two are the ones with your name on it, okay?”

Guest: “Okay… it’s okay… We’ll just get more free stuff…”

(Finally, he wandered off and stayed away this time. But I did let the morning crew know that, once he slept it off, he was not to be given further discounts for being too drunk to remember or locate his rooms!)

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Incidentals Are For The Incidents

, , , | Right | September 13, 2019

Guest: “I don’t see why I have to put a credit card for incidentals. Why do I have to?”

Me: “Well, that’s if you make a long-distance call from your room–“

Guest: “I won’t call!”

Me: “–or order some food–“

Guest: “I won’t order!”

Me: “–or some movies–“

Guest: “I don’t watch movies!”

Me: “–or smoke in the room. We charge a big fee for that. Or if you steal towels, pillows, or blankets–“

Guest: “I don’t do those things!”

Me: “–or if you have a drug-fueled sex orgy and trash up the room.”

Guest: “What kind of place is this?!”

Me: *smile spreading* “A hotel.”

(He eventually gave his card, promising never to return. Only corporate and the owner was sad about that.)

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Pizza Versus Tornado, A True Dilemma

, , , | Right | September 10, 2019

(I work in a hotel in a part of the country known for severe storms in the spring. EVERY YEAR we have guests who run the gamut of obliviousness pertaining to this fact. For example:)

Guest: *catching me as I peer out the front doors at the current maelstrom* “Hello! Where can we go for pizza at this hour?”

Me: “Er, ma’am, I wouldn’t recommend driving right now.”

Guest: “Oh, no, we were going to get a taxi! Can you recommend a good service?”

Me: “Ma’am, we are currently under a tornado warning. At any moment we might need to take cover. I could give you the number to a taxi service, but no one is going to show up right now.”

(Or this conversation that happens several times, without fail, every time we lose power…)

Guest: “Excuse me! The lights are out in my room!”

Me: “Yes, sir, the lights are out in every room. The lobby is running on a generator so we can still help guests.”

Guest: “Well, why would the power go out?!”

(I glance outside, where it is raining heavily, with gale-force winds and lightning every few seconds.)

Me: “I would assume the storm, sir.”

Guest: “This is unacceptable! I want to speak to a manager!”

(Thankfully, our managers don’t generally cave to demands of compensation over storms. We’re not compensating you because you visited Tornado Alley in tornado season and — gasp — THERE WAS A TORNADO.)

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