Archive for category crazy hotel guests
I’m exposed to far too much nudity in my line of work, and it’s never been enjoyable. In fact it’s been entirely male nudity as far as I recall. This is especially true at my current property where I’m as much involved in Spa Operations as Hotel Operations. Usually it’s because someone has passed out from one of our heat intensive bath treatments. Extreme heat and booze just don’t mix people.
This particular incident happened this last summer or spring. I know the weather was particularly nice, but hell it’s California, so that doesn’t really narrow it down.
I was just sitting down for lunch at my desk, deli sandwich and emails yum! When my cell phone started ringing. Being a manager I never really “clock out” ever. I’ve also been a line employee and had manager that were horrible about answering their phones whether they were on a break or not, so I take pride in the fact that generally my staff can count on reaching me by phone. I checked the caller ID and saw that it was a fellow manager, our Spa Supervisor who I will call Jelly Bean for a reason that only really makes sense to me and her. She would be quite annoyed if she knew that was her pseudonym actually. Perfect.
I answer the call. “Hi Jelly Bean,” I say with a forced smile in my voice.
“<Hotelnerd> there is a naked man lounging by the pond,” she whispers into her phone. For the record we are no a clothing optional facility.
“Ooookay…” Chuckle. Jelly Bean was still a relatively newly minted manager, in fact this might have been 2 summers ago now that I think of it. “Would you like me to come talk to him?”
“No….I can do it….” there’s strong reluctance and uncomfortableness in her voice though.
I take pity on her. I start standing from my chair. “I’ll be right there.”
It’s about a 30 second walk from my desk to her location. I get out there to find a gentleman sprawled out on a chaise lounge chair, his robe draped across the chair next to him basking in the radiance of the sun. Four chairs down from him sits a lone woman reading a book with a hand up to the side of her face to shield her peripheral vision from the site. Jelly Bean is on the other end of the pond so I give her a little wave as I approach the gentleman. As I approach, I can’t help but get the Full Monty as it were. I really didn’t need to know that this guy believed in waxing….everywhere.
I come up beside him and bend down to speak softly but firmly to him. “Sir. I don’t mean to disturb you, but we’re not a clothing optional facility. I’m going to have to ask you to put your robe back on. Please.”
He opened his eyes and looked at me, “Really?”
“Yeah, I’m afraid so.”
“Fine.” He sighed and rolled his eyes at me.
“Thank you. I appreciate it. Sorry to bother you.” I said and turned to walk away as he got up to put his robe back on.
Jelly Bean circled around her end of the pond and we met out of sight. “Thank you. I really didn’t want to get that close to him.”
I shrugged at her, “Not a problem.”
I walked back to my desk and had just taken a bite of my sandwich when my phone started ringing again. I glared at it accusingly where it sat on my desk. Jelly Bean showed up on my caller ID again. Great.
“Hotelnerd, he has the robe on now, but he has his legs spread straddling the chair and every time the wind blows a little the robe moves and exposes him again.”
Sigh. “I’ll be right there.” I was already out the door.
I repeat the trip over. Approach the gentleman again, but he’s readjusted himself before I could get there so that his legs are stretched out straight now, not spread and his robe is completely folded over him. I just keep walking past him, circle the pond and meet up with Jelly Bean.
“Did you go talk to him?” I ask.
“No he repositioned right after you hung up.”
“Alright well I’ll hang out for a minute to see if he acts up again.” I tell her and we step around the pond so that that it’s less obvious that we’re watching him. He must have felt our eyes on him, because he sat up, swung his legs to the ground and stood.
His robe sash WAS NOT tied shut. A gust of wind blew and his robe flew open, flashing the lady still 4 chairs down trying to read her book. I see her hand fly up again to shield her view. He could have quite easily gotten up the other direction, or tied his robe shut, or done any number of other things, but that obviously wasn’t his goal. He starts walking off down the boardwalk towards the rest of the spa, robe sash still untied and robe billowing out behind him like a cape.
“What’s he doing?” Jelly Bean says in outrage.
I’m wincing as I say, “I think he just gave us the Full Superman.”
I took off at a brisk walk after him. I have long legs and the distance disappeared fast. Yep, still not a single hair on this guy except on his head. Joy.
“Sir.” I’ve lost most of my pleasant courtesy at this point. “I need to ask you to tie you robe closed. You’re exposing yourself.”
“Fine. Fine.” He waves his hand at be before snatching up the ends of his robe sash and tying it closed.
“Thank you.” I say as he walks away.
You’d think his nakedness would end there. It didn’t.
I come up to the Spa Front Desk later and hear my staff there talking about a naked man.
“Oh you mean the one out at the pond that Jelly Bean and I dealt with?” I ask.
“He was naked in the lobby!” They tell me.
Apparently after interacting with me for the final time, he made his way all the way back to the locker room, disrobed, then came out into the lobby to ask the Front Desk where the bathroom was. You know….the one he walked right past to reach the locker room. Shocked they quickly directed him to the right door. After using the restroom, he returned to the locker room and put all of his clothes back on. I later found out that he came out into the lobby and was complaining to his friends about how he was trying to relax at the pond but we wouldn’t let him.
Really? Really!?! REALLY!??? I was more than happy to let you relax at the pond. You just had to keep your junk out of sight!
But from now until the end of time Jelly Bean and I will refer to a naked man at the pond as a “Code Superman”
Earlier in the week I posted about my encounter with an Internet Troll via email and how I handled him. This post needs a little follow-up.
To be clear, while I somewhat enjoyed engaging in a semantic argument with the superior asshole and not indulging him, I probably should have indulged him. It just wasn’t great customer service, and it has come back to bite me in the ass. The Troll forwarded our email conversation to a property owner and I have since been chastised by my boss, and the owner is making efforts to try to recover his business.
While it felt great at the time to respond to him the way I did, it was a mistake. Not just because I poked the bear and got in trouble for it, but because as a manager in this business I have to represent the interests and reputation of the property owners and not my own all the time. If I was the owner of this property my response still would have been horrible customer service, but at least then it would have been my place to make that decision. To be honest, I might have responded the same way if this was my hotel. But it’s not, and I knew as soon as I hit the send button on that email that it was probably a huge mistake, and I should have known that it wouldn’t end there. Of course it didn’t.
In customer service it just doesn’t pay to respond to superior assholes in kind. No matter how good it might feel in the moment.
People always say, don’t respond to emails or texts angry. I think I’ll listen to those people next time.
You win this round Internet Trolls.
This one barely qualifies as “Crazy Guest Story” because the guy never actually ended up being a guest, just some jack hole that booked and room, cancelled it and then emailed me to be an Internet Troll. I sat on these emails for over a week now, mostly because this guy pissed me off so much at the time I didn’t even want to consider dealing with this shit. Below you’ll find his original email to me, my response, and then this response to my response. I admit, I probably shouldn’t have responded to his original email at all, at least not in the mindset that it originally left me in. It’s bad to email ticked off. However, I also don’t think there was anything all that out of line in my email. Compared to his initial message I think I was pretty gracious, at least not the condescending ass that his original message made him out to be. In the end my message also had the desired effect I think, it cemented the guy’s desire to never stay with us in the future which if his email is any indication of his actual personality, I don’t want his business anyways.
Here we go. This is his original email to me.
I’ve just canceled a reservation at <my hotel> for April 20th. On your website you notify people you’ll charge a deposit at time of booking. I was surprised to discover I was charged for the full amount 6 months in advance. On calling your front desk, I was told this behavior was part of a new policy and therefore totally normal. It isn’t. Pre-payment happens in the hotel industry, and it’s called just that. The term deposit in the english language means part payment held as security. If you don’t believe me, look it up here http://dictionary.reference.com/browse/deposit. I was also told when canceling my reservation that my deposit would be turned. Apparently no-one you employ understands what that terms means. Unimpressed. Very unimpressed.
This was a straight copy and paste with just one little redaction. The part that irked me the most was his link to the dictionary, especially because he’s reading the definition wrong. And I think it fairly perfectly fits the definition of Internet Troll provided by the Urban Dictionary. Also, when you’re starting an argument like this, maybe you should do some proof reading before you hit send. Even little typos undercut your argument when you’re arguing pure semantics.
Here’s my response.
Hello <Jack Hole>,
I’m sorry there was a misunderstanding over the term “deposit” and if the amount caught you by surprise. The announcement on our website and in the email confirmation both clarify the amount will be for the “room and tax for the entire stay”. We didn’t construct our verbiage to be deliberately misleading or deceptive. Deposit is a commonly used term throughout the industry and we chose to use it over pre-payment. Your own definition from dictionary.com says “to give as security or in part payment.” As I read it, that doesn’t rule out the deposit being the entire amount because it says “as security or in part payment”. Throughout my career and years of travel I’ve seen the two terms used interchangeably at many different hotels. And I believe the agent on the phone was saying that your deposit would be “returned” not “turned”. I’m sorry you won’t be enjoying a stay with us in April.
I’ll admit I could have handled his initial email a number of different ways. I could have even ignored it all together. If he had been a return guest with a positive track record of staying with us (and not being a pain in the ass) I might have even waved the deposit policy for him. If he’d just been a little more gracious and less of an Internet Troll I might have still bent the policy for him. In the end, I just didn’t see the point in trying to recover his business. I know that isn’t necessarily “superior customer service” but he’s hardly a “superior customer” he’s just a “superior ass hole.” I enjoy giving my guests great customer service and making them happy. I really do. But when I’m dealing with people who are just miserable S.O.B.s sometimes it’s nice to handle things in a way that hopefully keeps them from ever being a headache for me or my staff in the future.
The final email in our exchange.
Really? You’re in customer service and that’s your response.
I didn’t respond to him after that. His response told me that my original response had accomplished its mission, and I had better things to do with my day. But what I really wanted to say was,
Yeah. Really. That’s my response. Goodbye.
I know this is a fairly tame story, but I haven’t gotten to share this exchange with much of anyone and I thought this was a descent format to do that in since I could just post pretty much the exact text of our exchange.
This is another old story, but a favorite.
Once again, it was back in my days as a lowly Front Desk Agent. I was working at a mid-range high-end big brand resort. It was a pretty busy day with check-ins for a large corporate group we had in-house. The group was spread throughout the property in various room types depending on where they ranked in the corporate hierarchy.
I don’t even remember checking this woman in, it could have been another agent, but I was the one who caught her when she stormed back up to the Front Desk. She threw her key packet down on the counter and said, “This isn’t right. I should be in a suite.”
In my head I groaned. We were pretty much at capacity, and at the moment I just assumed that the Sales Office had oversold us on suites and downgraded this lady without giving the Front Desk a heads up. It wouldn’t have been the first time. I knew we were at capacity for suites. I never let my stage smile falter though. I recovered her keys from the counter and said, “Alright. I have the group’s contract in the back. If you can wait just a moment I can check the room assignments from your group. I’m sure we can sort it out.”
“No,” she snapped. “You’re going to give me a suite right now.”
Looking back, this is when I should have known that something wasn’t quite above-board.
“I’m afraid I have to check the contract before I can make any changes to your reservation.” I tried to sound as sympathetic as I could, she wasn’t making it easy though. “I promise I’ll be right back. Thank you.”
I turned up my stage smile to 11 and ducked in the back before she could say anything else. My Assistant Manager had been listening and already had the paperwork pulled. We used her room number on the key packet to pull up her reservation and went to work. Change log showed she was always in the standard room type that she was already in – I miss having a PMS that keeps a detailed change log – and marvel of marvels we had a group rooming list that was signed by the group contact (the person in her corporation that booked the group and assigned the room types). It actually looked like the Sales Office hadn’t screwed the pooch, but just to be safe we called the group contact on her cell phone. She verified that the room assignment was right.
I walked back up front with a look that I hoped was sympathetic. “I’m sorry Ms. <GrownUpBaby>, but according to the contract with your company, this is the room you’re supposed to be in. We verified it with Ms. <GroupContact> and she said it was the right assignment. Even if she approved an upgrade, I’m fully reserved for tonight. I don’t have an upgrade to offer unfortunately.”
That really should have been the end of it. All the i’s were dotted and t’s were crossed.
It wasn’t though. I guess here is a good time to somewhat describe this woman. Tall, blonde, moderately attractive, and somewhere in her early to mid 30’s. Definitely too old to act the way she was about to.
“You don’t understand,” she sputtered. “My father is in a suite. I want one like he has.”
“You really need to discuss this with your company’s group contact. She assigned all the rooms.” I replied.
Her nostrils flared and her eyes narrowed at me. “I hope you don’t like she job,” she snarled. Then she whipped out her cell phone like a Bond villain about to detonate her Armageddon machine. I was quaking in my boots. No! Not even close!
Why do they always threaten my job? And as a manager, why do people insist on someone being fired when they complain to me? Does anyone even realize how horrible the affront would have to be for that to happen? I guess reasonable people do. You lose sane person points when you make a demand like that.
She placed the call while staring daggers at me. Meanwhile a line had developed, so I used my secret help button to ring for help and my Ass.Man. came up to work the other station.
I was about to ask her to step to the side so that I could assist the other guest when her call was answered.
“Daddy!” she whined into the phone. “They won’t give me a suite like yours. Make them give me a suite.”
I don’t know how he responded, but she made her dissatisfaction with the response apparent by screaming into the phone and slamming it down on the counter of the Front Desk several times. I’ve only rarely experienced that “record screech” moment that you see on TV and movies. You know where the record screeched to a halt and everyone in the room stops and just stares at some poor bafoon that has just done something totally embarrassing. Yeah, that happened here.
After slamming the ph0ne down repeatedly. She picked it up and screamed into the thing again, totally oblivious to the eyes on her. At that point my Ass.Man. slid up beside me with her cheerful guest smile on and quite pleasantly asked her to please step aside so that we could assist other guests.
She glared at my Ass.Man. but stepped aside from the direct line of the desk. For whatever reason she didn’t leave. My Ass.Man. and I got the line that had developed, and witness the episode moving again and within relatively short order we were once again left with just the prissy little adult baby staring daggers at us. I could tell my Ass.Man. was about to say something to her when a group of men in suits walked into the lobby. One of the men, and older gentleman, tall in a well made suite and an affable look to him, detached himself from his associates and came over to us. He had an entirely unperturbed and pleasant expression on his face until he reached the desk.
He turned to the spoiled little princess leaned in close to her his smile gone, and hissed just loud enough for us on the other side of the desk to hear. “Listen to me you little brat. You’re not getting a suite. Don’t you think if they had one they would have given it to you by now just to get you the fuck away from their desk after the scene you just made.”
Spoiled Brat’s mouth dropped open in what seemed to be genuine astonishment. Then the man turned around, reaching into his pocket and drew out his wallet. My Ass.Man. stepped forward, and with only a hint of the anger and contempt he has just unleashed on the Brat, he pulled out a Platinum Amex and said to my manager in a very calm and almost pleasant voice, “Can you please find make a reservation for her at another hotel tonight. I don’t care where you find her a room tonight, but she’s not staying here.”
He handed my Ass.Man. his Amex, she copied down the number as well as the man’s cell phone number and promised to make her an alternate reservation. He turned around and began to escort her by the arm away, but stopped just a few steps away, turned and said, “Make sure it’s not a suite.”
There was a squeak of protest from the woman before he hauled her back into motion and shot her another withering glare. My Ass.Man. and I were grinning somewhat vindictively as they walked up the stairs in the direction of her current room.
I couldn’t help but think that it was probably her “Daddy’s” fault that she turned out the way she did. I wonder if he ever realized that too?
We made her a reservation on daddies card, across town, in their most basic room, at a resort that was just a step below us. She’s lucky we didn’t just call the Best Western and leave it at that. We didn’t even have to resell her room after she checked out, the group was already paying for it whether we sold it or not.
OK so this didn’t happen to me. It turned up on a random web search as I was looking for other hotel worker blogs. I got a kick out of the video. Really? Video taping the Front Desk guy? I’ll admit the guy behind the desk lost his cool a little, but I really can’t blame him. People have tried to do this to members of my staff in the past, never to me. It’s really not likely to get you what you want. It’s such a passive aggressive bull shit tactic that I’m willing to just not help them any further and politely ask them to leave the property.
This guy is just hilarious. He has some small issues with the staff, but really is problem is with someone named Iain (I think I spelled that right…) Someone needs anger management classes really.
I’m really surprised there aren’t more of these on YouTube. You’ve failed me Internets.
So it’s been over a week since the crazy hotel guest I previously blogged about, came, stayed, and checked out. And I’ve been trying to figure out how to blog about her. Honestly, I don’t know if there’s a real way to do it. Was she just as crazy as her previous phone call indicated? You betcha. Maybe even more so. It’s hard to relate the story of her stay in any coherent fashion. That’s just how crazy this woman was. You can’t hold all the crazy stuff she said in your brain for very long because it made so little sense, and it just flies out of your mind as fast as it comes in. There’s just no way to process it. Did you know that if you let someone else slide your credit card through a machine, that the CIA can then change one or two of the numbers on your card through necromancy? I saw her talking to the license plate on a car. And she had trouble spending money that someone else had given her as change, because that person that gave her the change might wish her ill will. And it’s a bad omen that we have a statue of a seahorse in the same line of sight as the statue of a mermaid. All of this and much much more.
However, for the most part she was a very nice person. She did create a small scene in the spa and disrupt other guests. But in the grand scheme of things she’s just a very nice lady who’s subjective reality is just totally different from the one that the rest of us live in. I just had to feel bad for her in the end. She was a very sweet lady. A lot of her madness was centered around not bringing bad mojo down on herself or others. At the same time, it was tedious and tiring dealing with her, and I’m ultimately glad that she didn’t stay more than 24 hours on property. She will go down in my personal history as one of the craziest individuals I’ve ever had to deal with though. And those of us that worked with her will have several inside jokes to share for the rest of our time together.
Apparently if you type in “shyster necromancy” on Google, I’m the #2 result. This post will probably only raise my SEO on that search term…