From Reddit: What was the worst they would say? No? #success
This story was originally posted on: December 01, 2009
I have been working in the hotel field for almost 4 years now (The first two years I was in college, the past two I blame on the economy).
While working at my first hotel we underwent construction. We knew months in advance and would tell anyone who made reservations that we would be undergoing construction and the pool would be closed during their stay.
I should note that one of the reasons people chose to stay with us over competitors, is that our pool was open 24 hours.
I'm working the afternoon shift one of those days during construction. We have signs posted all over the entrance doors notifying customers we are under construction, which I thought were somewhat pointless as the moment you enter the building you walk through a 3 foot wide tunnel of plastic while a jackhammer (no joke) tears up the lobby floor.
There are also signs posted at the desk saying the pool is closed and we're under construction.
We also verbally tell all check ins that we're under construction and the pool is closed and have them sign a document saying they were told of this.
Towards the end of my shift, around 9pm, this grandpa comes up to me asking where they can get pool towels.
I apologize and say that I am sorry, but the pool is not open due to the construction.
He glares at me for a second and says that the only reason they stayed with us is because they wanted to take their granddaughter swimming.
I apologized again and informed him that several notices were posted and that he did sign the form.
About five minutes later he comes back carrying what looks to be a 2 year old child. He points to me and says to his granddaughter "see her, she's the reason you can't go swimming tonight."
He glares at me again as she begins to tear up and her lip begins to quiver.
I just watch, mouth agape, as they walk away.
The little girl didn't take her eyes off me as they went down the hallway.
A few months later, at the same hotel, we are having a few traveling hockey teams stay with us. It was my first (but unfortunately not my last) experience with the hell that is child hockey teams.
There were about 3 teams total staying with us, and they filled up about 50 rooms (out of the 102 the hotel had) and we were sold out that weekend.
As soon as I saw the first greyhound bus pull up, I cringed because I was the only employee in the entire hotel.
The first people off the bus are the kids that just spent an entire day on the bus eating candy and soda.
Then the parents stumbled off, they spent the entire day drinking on the bus and brought their coolers into the lobby to continue the party.
After the hellish 30 minutes in took to check them in the kids scattered, spotted the pool, asked their parents if they could go swimming and then ran away (presumably to get out their swim trunks, but it may have been to go get high on speed for all i know).
I yell to the parents in the lobby that all children must have a parent guardian in the pool with them.
The camera I have behind the desk is pointed directly at the kids and I can see them running and jumping in, a direct violation of the posted rules. I seize this golden opportunity to kick them out of the pool and head down there.
The parent there, argues that he kept a solid eye on the kids and that not one of them jumped in.
I pointed out that his beer was also not allowed in the pool area as food and beverage are prohibited. as I'm "discussing" this with him other parents (alerted by one of the kids) come in saying they'll keep an eye on them.
Out numbered and needing to get back to the desk I tell them if I see one more violation on camera the pool is getting locked down.
As soon as I get back to the desk I see the kids at it again, the parents drinking beer, and not doing anything.
I march my ass back down there, announce that the pool is not closed and they need to vacate immediately.
The parents try to argue their way out of it saying they've been watching the kids and didn't see anything, etc., etc.
It's then that the smart ass of the kids decides to jump in while I'm there and the parents begrudgingly agree to leave.
I lock the pool, thinking I've won one battle, I can manage to make it another 5 hours until my shift ends. How naive I was. I spend the rest of the night trolling the hallways with my mean face on, sending kids who were playing mini-stick hockey in the hallways fleeing into their rooms. The parents have decided they are on vacation and are getting obnoxiously drunk in the lobby (and I worked in a college town, the frat parties were quieter) or going down the street to the casino.
At one point I approach the parents informing them that if I find the kids playing hockey in the hallways or rooms again I will kick the team out without refund. They then asked me if I had any board games they could play.
When I said no they said, "Well how the hell are we supposed to entertain our kids if you don't' have an arcade or any games for them to play?" I was about to tell him off when out of the corner of my eye I see kids running outside in the parking lot.
It's winter, about 25 degrees, and there's ice everywhere and none of the kids are wearing anything more than shirts and pants.
We had a big snowfall recently and I knew the kids were running for the giant pile of snow at the end of the plowed lot.
I bolt outside and spot at least 5 kids on top of the 12 foot high snow pile playing king of the mountain. I ran over yelling "get the fuck of that mountain!" and they scattered. A parent had followed and slurred at me "don't' talk to our kids that way!"
To which I replied "Then act like a damn parent, I'm not a babysitter!" and went back inside.
I informed the parents there that if all the kids were not in rooms in 5 minutes I was calling the police to haul them all off.
The parents grumbled but the kids disappeared.
At least for a bit.
I head the distinctive sounds of children running on the floor above me and literally sprinted out of the office and up the stairs, taking 3 at a time.
I burst into the hallway and spotted a group of kids playing tag in the hallway.
I (out of breath) yelled "get in your rooms!" one of the brats replied that their mom told them to leave the room so she could watch tv. I snarled "get in your rooms NOW!" and they scattered.
I was hanging out in the bottom of the stairwell to catch my breath and slow my pulse when I heard the 2nd floor door open.
I over head an adult female say to a group of kids "She's not in charge of you, you do what I say, and I say you are allowed to play in the hall-..."
right then she stepped off the stairs, turned, and saw me standing there, hand clasped demurely in front of me, smiling as sugary sweetly as possible at her.
She turned pale, shut her mouth, and walked silently right past me with the kids.
I followed them to the lobby, still smiling.
They walked right over to the elevator and went back up to their rooms.
I stood outside the elevator and as it was closing said in my most sincere voice "have a good night!"
The best part?
I was working the morning shift the next day and when the parents came to complain, my manager told them they were never allowed to stay in our hotel again. She informed them that she would be notifying the rest of the hotels in the city of their behavior, and good luck next year finding a room for the tournament.
No one acts up in my Hotel Hell and gets away with it.
FormerRetailer here, with a story of last New Year‘s Eve, when I was working in a hotel. Not retail, but it was still customer service.
They were looking for someone to be room service for New Year’s Eve and I got the position, even if it was only for one day. I didn’t mind working on New Year’s Eve, since I generally have no plans for that day, anyway. I don’t like the cold and the firework bangs can be annoyingly loud to my ears. So I was hired to be room service at the hotel from 3 PM to 11 PM.
Most of the hours were okay, nothing too big happened, although I did make a mistake on an order. But that was my mistake and the customers were absolutely fine and didn’t make a big deal out of it. Things went fine, except that my right knee was really beginning to ache and act up for some reason. Didn’t find out why my legs were so bad until this year.
The big problem came close to 11 PM. I get a call for room service about ten minutes to 11, they order the food and also want a Martini Blanco. I put in the order for their room, the food gets cooked and I scrounge the fridge and all for the right alcohol. Now, I admit, I don’t know alcohol – I drink very rarely, and if then it’s a cocktail. I know the different alcohols, but I don’t recognize the bottle or brand instantly. However, food is ready and I get the alcohol for it, bring it in and have the customer sign the receipt for proof of order and delivery. He signs, but says I got the wrong alcohol. I got them a Martini bottle but not the right one, I misread the label.
Oops. My mistake. No problem, I apologize and head down with the alcohol again and my supervisor where I can find the right alcohol. It’s in the bar in the lounge, so I head over there and they give it to me and give me a new receipt, so he can sign.
I go back up, knock, bring the right alcohol – Nope, still a problem. He wanted two glasses and not an entire bottle of this thing which I already forgot how much it cost. Something decent of a double-digit amount, though. So I apologize, go down and explain to the bar, get the two glasses. But before going up to that room for a third time, my supervisor has me fix the bill for the food to get the wrong alcohol off and not mess up the income for the hotel, restaurant and bar, which are all separate.
Finally, I go up to the room a third time, new receipt, he signs and then asks me for more stuff. Now, this entire ordeal took some time. As said, I was to be room service until 11 PM, which is when room service stops serving and nothing is brought up anymore. At this point, it was about twenty minutes past 11, so I am not being paid anymore, I am off the clock and everything. I tell him that room service has ceased service at 11 PM and he tells me that the hotel advertises 24 Hour service.
Turns out, he’s referring – and was using it as reference for the ordered alcohol – the bar menu! I tell him that, yes, indeed, the bar is staffed around the clock and was available for all hotel guests, but that it was not part of room service. Room service was no longer open and that, if he wanted more alcohol, he would have to go down to the bar itself and get it.
I should mention, this customer was a tourist. No problem, I speak at least two languages so I talked English with him since he didn’t seem to speak a lick of German. His English wasn’t great, either, but we overall got the ideas of each other across after some time. By the time I got out of the hotel and everything finished up, with praise from my supervisor since I had done a good job which lifted my spirits a bit, it was 11:30 PM and I got home shortly before midnight.
Least I can say is that it was an eventful New Year’s Eve for me.
From Reddit: I didn't think this sort of thing really happens. I asked the hotel to hide a picture of Robert Downey jr in my room. I forgot all about it and when I went to take a hot bath to wash off a shitty day, I caught sight of this.
Another Redditor who works for a hotel added, "As somebody that works in a hotel, I can confirm we will absolutely do this sort of stuff.
Disneyland may be regarded by many as a place where childhood dreams come true, but for one unfortunate lady and her poor family, their long awaited trip to Disneyland Paris almost turned into a hellish nightmare.
When British woman Justine Sharples managed to get enough money together to take her desperately ill son Matthew and the rest of her family to Disneyland, she had no reason to believe the four-day holiday would be anything but the dream Disney trip that so many families across the world save hard and plan patiently for.
Initially, Justine was told that the trip would cost $7,573. However, because her three-year-old son Matthew needs 24-hour-care and a fridge to store his essential food and medicines in, Justine asked if Disneyland could provide a fridge in her room.
Disney agreed, but only if Justine would pay $56,477 instead of the initial $7,573.
Matthew’s mother was mortified at Disney’s lack of understanding. To her, a fridge was not a luxury, but an essential practicality which was vitally important to her son’s well-being.
Matthew suffers from a congenital anomaly causing a blockage in the urethra with the added complications of acute renal failure and a damaged bladder and colon.
Because of his condition, Matthew is unable to eat normally and survives on baby milk pumped directly into his stomach through a tube.
He relies on a 12-times-daily cocktail of drugs, which must be refrigerated, and his mother has to catheterize him every two hours.
Justine told the Mail on Sunday:
“Disney insisted the cost was high because the only accommodation at the resort with a fridge was their Sleeping Beauty suite, ‘used by celebrities.’ I was offered the use of the fridge in the Disneyland Hotel’s reception but explained this was impractical as I had to get up three times nightly to administer drugs and catheterise Matthew.”
Justine offered to provide her own fridge or pay extra for one to be fitted in a standard room, but her solution was refused because it was ‘against hotel policy.’
Justine was devastated and explained:
“Disney is everything Matthew loves. He so wants to see Buzz Lightyear and the other characters. We don’t know how long we’ve got him for because his condition, called PUV, is life threatening.”
This story, however, does have a happy ending. When The Mail on Sunday contacted Disney, a spokesperson said there had been a ‘misunderstanding’ with hotel booking staff.
The spokesperson told The Mail:
“Mrs Sharples has booked two rooms with Disneyland Paris. One will come with a portable fridge to accommodate medicine for her son Matthew. We sincerely regret any misunderstanding that occurred. Disneyland Paris works with around 80 different wish-giving associations across Europe and we warmly welcome children who require special care.”
As a result of the ‘misunderstanding,’ the Sharples family have also been provided with complimentary VIP tickets.
Some people just like to complain and unfortunately, they are more likely to log on and make it public.
When I worked the hotel front desk, I never once saw a fellow co-worker behave rudely to a guest, and anything that did go wrong was completely out of our control. Sadly, that didn't stop people from posting terrible reviews online, while neglecting to mention the lengths that we would go to trying to improve the quality of their stay.
My favorite complaint? "Children were making noise in the pool area!"
Those terrible kids, having fun and splashing in our pool! Don't they know that a pool is like a library? Shame on them!