A guest calls the front desk at 10:00 am.
Lady: “Hi, I’m going to need a late checkout. I will probably need until about 3:00 pm.”
Me: “The normal checkout time is 12:00 pm, but I can check with our housekeeping manager to see what the latest they could do for checkout is. What room were you in?”
Lady: “I’m in [room number]. And I am a [tier] member, so I’m supposed to get free late checkouts.”
Me: “Okay, well, I still will need to check with our housekeeping manager, but I can already tell you that they probably won’t be able to do it past about 1:00 pm since they are very busy today and you are in a suite. We only have two suites like the one you’re in, and the other is occupied for the next several days, and someone has booked your suite for tonight and is supposed to be able to check in starting at 3:00 pm, which they obviously won’t be able to do if you are still in it at that time.”
Lady: “That isn’t going to work. I need until at least 2:00 or 3:00 pm. I lost my driver’s license and that’s not my fault, so I need longer to look for it. I need it for check-in at the next hotel I am staying at and can’t leave until I have found my ID.”
Me: “Let me see what housekeeping can do.”
I call the housekeeping manager and they tell me that they can’t do past 12:30 pm since it’s a suite. I take the lady off hold.
Me: “I just talked to my housekeeping manager, and she said that the latest they can possibly do, since you are in a suite, is 12:30 pm.”
Lady: “THIS IS RIDICULOUS! I ALREADY TOLD YOU I LOST MY ID AND THAT’S NOT MY FAULT! I NEED UNTIL TWO OR THREE! I NEED TO TALK TO A MANAGER!”
Me: “I’m simply repeating what the housekeeping manager just told me. If you would like, I can try and get her up here to talk to you, but I imagine she will just say the same thing that she just told me.”
Lady: “YOU’RE BEING MEAN! I HAVE A [TIER] MEMBERSHIP AND I ALREADY EXPLAINED THAT NONE OF THIS IS MY FAULT, AND YOU WON’T ACCOMMODATE ME!”
Me: “The only reason we can’t do later is that you’re in a suite. If you would like, you can still have until 12:30 pm to check out of the suite, which would give you some time to search through that suite to make sure your license isn’t in there, and then I would be willing to help you move your belongings into a standard double queen or single king room and just let you essentially have that room for free tonight. We are sold out of suites for tonight, so we need those clean by 3:00 pm, but we should be fine to let you have as late as you’d like in a regular room if you need longer to search the rest of your property for your ID. You’ll just need to check that suite thoroughly, but you have two and half hours to do that still.”
Lady: “That still isn’t going to work. If that’s the only thing you can do, then I’ll probably take it, but this is ridiculous, and I will be contacting [Hotel Brand] customer service to complain about you.”
A few weeks later, we got a call from the customer service people and my manager talked to them. I had already told him about the whole situation, luckily, and he basically told the customer service person that he would be shocked if this was the first time this lady had had these kinds of complaints. He also told them that if they could, they should go back and look at other complaints she had issued because she was being absurd.