Day Careless

, , , , , , | Friendly | August 28, 2019

I am at the hotel pool with my children. Another family with three children joins us. The mother and I make small talk for a few minutes while the children play. Then, without warning, the other parents leave. Without their children. They’ve left their three kids at the pool, none of whom appear older than ten. My husband and I share a look, and we keep an eye on the kids for a few minutes, figuring the parents will be right back. 

Meanwhile, these kids are running around the pool, taking the lifesaving devices off the wall to play with, and trying to jump on top of my kids. I tell them repeatedly to stop, and they ignore me.

After about twenty minutes of this, I flag down a hotel maintenance worker and quietly inform him that those kids are unsupervised at the pool. He goes to get the hotel manager, who calls the parents in their room.

The mother comes back down and collects her children, but not after asking me why I didn’t personally come get her so she could deal with her children. I look at the hotel manager, who informs her that she has to watch her own kids, and I remind her that we don’t know each other, and she didn’t ask me to watch her kids, and therefore she could not assume that I would do so. 

She left with her kids in a huff.

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The Greatest Grump In England

, , , , | Right | August 27, 2019

(I work in a hotel. I’m working overtime, I’m sorting out all the loose ends, and I’m tired. A guest comes in to check in, starting a long queue of other guests. Oh, yes, it’s a busy night.)

Me: “Well, sir, here’s your room. Just go down the right hallway and it’ll be on the top floor.”

Guest: *grumble-grumble*

(Oh, yes, this will be a good one, I think. Sure enough, he comes back five minutes later.)

Guest: “That room has one bed in it; I will not be subject to sleeping in a bed with another man!”

(It is at this point I realize he HAS another guest with him, silently standing in the background. His room is a single room.)

Me: “Well, sir, I do have rooms left with a truckle bed. If you’ll allow me to go make one up for you, I’ll sort it.”

Guest: “Well, you’d better. I have to get to Leeds in the morning. Good night guarantee, my a**!” *grumble-grumble-grumble miserable*

(I make the bed up, which takes about forty-five minutes because guests keep hitting the buzzer, and we HAVE to respond to that the second we hear it go off. A regular guest comes to check in.)

Regular: *to the grumpy guest* “Have you been sorted, mate?”

Guest: “I hope so, after waiting a bloody hour for this girl to get things sorted.”

(I just smile, say I’ve got it sorted, and give him the key to the room. I finish checking the regular in and I sit down to move rooms around. Lo and behold, the guest comes back yelling at me.)

Guest: “I’m not a bloody child! That bed is too small! Good night’s rest, indeed! This isn’t fair, you know! I’m over fifty years old; I don’t need to sleep in a bed that small! You need to call your manager and get this sorted right now! And what’s more? I won’t be waiting in the lobby for you. I’m going to go wait in the room and sit on that small bed while you sort it. It’s your job to sort it.”

Me: “Yes, sir, I’ll let you know what happens.”

(He stormed off, cursing and blaming me for all his problems and whatnot. After sorting things out with the manager, I finally managed to get him a room with a sofa bed the size of a twin bed — which is bigger — and I moved him. He accepted this and I went back to my desk to move him around again. Then, I discovered, to my amazement, that this wasn’t our fault at all. The company the grumpy guest works for had booked the room as a single after all. And if you book a room where it says, “Double/triple/quad as a single,” and we don’t have anything in the double/triple/quad type, we will put you in a single room because there is supposed to be ONE person in the room. So, I called my manager to let her know, and she said she’d be sorting that company out. I love my job.)

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Unfiltered Story #160916

, | Unfiltered | August 25, 2019

(While working nights, especially on weekends, we get a lot of really intoxicated guest’s who try to get discounts for the silliest reasons because they think if they complain loud enough it will happen. I once had a guest who demanded that all the pay-per-view movies be complimentary as a snow storm had knocked out the satellites and it was all that was available. We offered to comp one movie with all roooms, as most guest just wanted to watch one thing before bed, but this woman decided, even though it was 3 in the morning, that every movie she watched beyond that time should be free because what if she had wanted to watch TV all night. This particular incident happened after the final wedding of our wedding season)

(Switchboard phone rings)

Me: Good evening, Guest services (my name) speaking.

Guest: (a little high pitched and overly articulate like most drunks do to try and sound normal) I should get a substantial discount on my room tonight, I am furious.

Me: Okay? What seems to be the issue?

Guest: Earlier today I took a shower, I’m with the wedding, and when I went to blow dry my hair, the hair blow dryer didn’t work. I better get a huge discount on my room or have it taken off my bill completely for that. I had to go to the wedding with my hair wet!

(while obviously we don’t want these situations to happen, sometimes they can’t be helped. If guest’s don’t inform us something is not working, with the way my hotel is run, there is no way that we could know. Given how upset she was, and her demand of a big discount, I start to think maybe something else happened that escalated the situation, such as she had spoken to a guest service agent earlier, had been promised a new hair dryer and didn’t receive one)

Me: Did you manage to get a hold of anyone earlier about this issue? I would just like to follow up with them if you did.

Guest: No, you’re the first person I’m talking to. I still should get my room rate taken off, ’cause this is ridiculous

(I should probably point out that it was well after midnight by this time, and given that I’m the first person she spoke to about this issue, I really cannot justify giving her as big a room discount as she’s demanding for such a, well, small thing (and I would have gotten in s**t for it). I understood that it was an inconvenience, but it was a solvable issue and had we known we would have given her a new one within 5 minutes after her call. The joys of small properties)

Me: I am sorry but given the situation, it may be best for you to call down in the morning and speak with one of our Front Office Managers (at this point, as I don’t really want to have an argument, I’m trying to make it sound like I, personally, do not have the ability to do what she’s asking but someone in the morning will. Really, again given what happened, I don’t, but I would have had the ability to take off a small discount from her room, but I’ve been in this situation before and have had guest yell and swear at me because it “wasn’t good enough” and then blow things way out of proportion when they complain to the manager.)

Guest: (condescendingly) What is your name?

Me: My name is (my name)

Guest: I WILL be calling your manager about you.

Me: (unable to stop myself, with a sickly sweet tone in my voice) And I will be letting them know you will be getting a hold of them, have a lovely evening.

(I have yet to find out if they had, actually called down about me)

A Cereal Complainer

, , | Right | August 23, 2019

(It’s 1:00 am and I get a call at the front desk. The hotel is sold out.)

Me: “Front desk.”

Customer: *sounding kind of off* “Yeah, uh, my son spilled all his cereal on the floor here, and we need a maid to come clean it.”

Me: “I’m sorry, but we don’t have overnight maid service; you’ll have to wait until the morning when they come in. I’ll tell them so they can clean your room first thing.”

Customer: “Seriously? Fine, I’ll do it myself. Send me up a vacuum!”

Me: “No, I cannot do that ma’am.”

Customer: “WHY?”

Me: “The vacuum is very loud and will wake up your neighbors. It’s 1:00 am. I don’t want to disturb them.”

Customer: *pause* “I’ll be really quiet.”

Me: “No, ma’am.”

Customer: “But the cereal’s all over the floor! I don’t want to step in it if I need to go to the toilet in a bit!”

(I told her no again more firmly and she hung up with a loud sigh. She later complained about my attitude to the manager. Luckily, I wasn’t punished when I explained my reasoning. What she was thinking, I don’t know. Traveling makes brain cells die.)

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Stairway To The Past!

, , , | Right | August 22, 2019

(I am the front desk manager at an old hotel that has been around since at least twenty years before I was born. I’m in my early thirties. I’m training a new employee who is only twenty and it is his first shift. A customer comes in to check in. I walk my new hire through the process and all is fine until we give him his key.)

New Hire: “You are in room 207 on the second floor. The stairs to go up are just on your left.”

Customer: “Well, where is the elevator?”

Me: “Unfortunately, sir, we don’t have one. We only have the stairs.”

(He stares at us for a moment, then yells:)

Customer: “No elevator? You’re crazy. You’re all crazy!”

(He then stomps away. I turn to my new hire.)

Me: “Right, because we went back in time 20 to 30 years before our birth and decided not to put in an elevator. Welcome to customer service, [New Hire]!”

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