When The Red Goo Is A Red Flag

I’m a front desk manager at an independent hotel. From time to time, I’ll work an early morning shift just to keep me grounded and also see if we need to make any policy or procedure changes to make things easier for my staff.

I get a call while working this shift at the weekend.

Guest: “Hi. I just wanted to let you know that I’m checking out soon and that there is some red sticky stuff on the carpet between the beds. But that was there when we checked in.”

Me: “Oh, I’m very sorry to hear that. Did you have the opportunity to call the front desk to let them know of this?”

Guest: “No, but we just put one of the pool towels over it.”

Me: “I see. Well, I am sorry to hear about the carpet. However, without letting us know when you checked in that there was a problem, we will have to post damages. As well, the pool policy form you signed did indicate to not remove our pool towels from the pool area.”

Guest: “But we didn’t do it.”

Me: “I understand what you are saying, ma’am, but all our rooms are double-inspected before we release them into inventory, and we would have blocked it for shampooing. I am one of the people who double-checked that room.”

Guest: “Well, I work in hospitality, and it’s not our fault! I can bring all of us over there to let you know what we saw.”

Me: “Ma’am, again, I understand what you are saying. Working in hospitality, then you most certainly understand how housekeeping inspections work.”

Yes, I understand that hospitality is broad and not always hotel-related, but don’t go throwing hands if you can’t back them!

Guest: “You need to put your manager on the phone.”

Me: “I am the front desk manager, ma’am, and your card will be charged in accordance with our policy and the document you signed upon check-in. This is a final decision and will not be reversed.”

My general manager always backs me, thankfully.

Guest: “You’re a b****.”

Me: “Thank you, yes, I am, ma’am. You enjoy your day.”

I’m the hyper-vigilant one when it comes to room checks, so if there had been anything on that carpet, it would have been shampooed within minutes and sold last to let it dry, or we’d have blocked it for the night. Either way, there was nothing on the carpet, and with all those d*** kids with them, I know pop or juice would have been spilled.

If she had called the desk right away and let them know there was a spill, there would have been no damage posted because I appreciate honest people and accidents do happen.

But to lie and then call me a b****? I have earned that b**** title and wear that crown proudly!