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!
From Reddit: My hotel room is under water.
I dunno, as cool as it looks, for those of us traumatized by films like JAWS, spending the night next to that would be a sleep full of nightmares!
From Reddit: So my Embassy Suites hotel room has some sort of computer console inside a closet. Anyone know what this is?
Two of the responses:
Looks like networking switches.The orange line is fiberoptic cable and most likely the uplink. The black and dark blue are ethernet.
This isn't someone thing anyone with common sense would put in an accessible place. You could plug in and mess up their configuration, monitor traffic, or get free internet.
For fuck's sake, that's in a revenue room? This is a wiring closet, the cables you're seeing likely control all of the telephony and internet on that floor of the hotel. There is zero excuse for this to be somewhere that a guest can access it.
Don't use the hotel wifi.
To see other responses click here.