You know those visual puzzles were they show two very similar pictures were there are differences in the second one and you have to find all the differences?
Today, I am asking you, the readers to count the errors that this guest made throughout their stay.
The Check In Process
(Let’s call the guest AYM for Angry Young Man: sorry, Styx, if I am infringing on a copyright on your song Fooling Yourself)
Me: Welcome to XYZ Hotel. Could I see your identification and credit card, please.
AYM: (Tossing the identification on the counter) I already paid for the room on website.com.
Me: Yes sir, but I will still need a credit card for the resort fee and security deposit.
AYM: What is this security deposit? It wasn’t listed on the website.
Me: It is to cover any incidentals during your stay. It will be refunded back to you after you check out if nothing is damaged or charged to your room.
AYM: Yeah, I’m not paying that.
Me: I can’t check you in without paying that. It is a mandatory credit hold.
AYM: It wasn’t listed on my reservation.
Me: Sir, I am sorry but it if you look at your confirmation you will see it listed at the bottom.
AYM: You are really going to stick with this, huh? Well that’s ok, I have lawyers and I will sue you and website,com and next time I am here it will be all comped because I will own part of this place, this is bullshit. (throws credit card on the counter).
Me: Thank you
AYM: It’s bad enough I have had to wait for the last 3 hours to check in. I’ve been here since 11am.
Me: I am sorry about that but check in time actually doesn’t start for another hour but I do have a clean room for you now.
AYM: I don’t care what your check in time is. My reservation is for Tuesday and this is Tuesday.
Me: Here are your keys, sir. Enjoy your stay.
(15 minutes after check in, the guest returns to the front desk)
AYM: You gave me a bad key. Only one of the keys work. This is a great inconvenience.
Me: Sorry sir, I will make you another one.
AYM: Is it that hard to make a key for the correct room?
Me: I apologize sir, occasionally we get a bad key. Here is your new key.
AYM: Yeah, I am sure it is a “bad key”
(Yeah, I purposely gave this asshat a bad key because I enjoy him so much.)
(later in the day we get a call to the front desk)
AYM: I called housekeeping 10 minutes ago for another blanket for this icebox you stuck me in and they haven’t brought it yet.
Me: I am sure they are on their way but I will call and make sure there isn’t an issue.
AYM: Is there anyone that actually works in your hotel?
The Check Out
(apparently sometime during the night, AYM called and asked for a late check out and was denied because we needed the room. It is now 3pm and he has been called several times that he needs to check out or he will be charged for another night. AYM, of course, is abusive to the clerk and manager who has been calling the room. Security is called. 15 minutes later, AYM is storming to the front desk followed by security. He wants to talk to the manager because security has manhandled him. He conveniently ignores the fact that he has attempted to punch our security guards, including a female guard.)
Me: (attempting to stall) Yes sir, let me see if the manager is available.
( I look up the notes on the reservation and see that the manager has written on the file about everything that has happened and that the police have actually been called. Luckily, Metro shows up in the lobby just as AYM is starting to get abusive to me. Apparently, he believes that someone entered his room while he was sleeping and stole one of his bags. He seems happy that Metro is here because he can press charges against security and the hotel. I am sure he was surprised when they cuffed him and escorted him out of the building.)
BTW if you are not following me on Twitter, please do. I often tweet about little work stories that don’t make it to the blog. My handle is @VegasHC and as always, thanks for reading.