I guess I made the naughty list

I have found out over the last couple days that I am not only sarcastic, I am in fact, EVIL. Apparently, I am purposely causing guests at the hotel great discomfort and ruining vacations. Now, I am very sorry that I am doing this with complete malice and intent. I have no excuse for what I have done and I feel that part of my repentance should be to publicly tell you about the evilness that I have wrought.


 

A guest attempted to check in last week. He had a reservation and a credit card but his ID was his employee badge from Phoenix where he is a bus driver.

Me: Sir, I can’t accept that as a valid form of identification. I need a passport or driver’s license. Something state issued?

Guest: but this has my picture on it.

Me: We can’t accept this. I see you are a bus driver, can I see your driver’s license?

Guest: I don’t have it with me, this is all I have. You took my payment without a license.

Me: Yes, we took a deposit before you arrive, that is standard procedure but now we need proof of ID and your credit card in person.

Guest: Well no one told me that when I booked.

Me: Did you mention that you did not have a driver’s license?

Guest: No, I do have a license. I just don’t have it now because I won’t be driving.

Me: Sir, I am not sure what to tell you. I can’t check you in without an ID.

Guest: Well thanks for ruining my vacation. I won’t stay here again.

(see what I mean, pure evil. I just destroyed this man’s dreams)


 

Two women checked in. They had booked an Emerald room (btw those looking for secrets to where I work by looking at room types and things like that… I make that stuff up to hide my location… again, I am EVIL). I checked them into their room and gave them two keys. I made sure that they knew exactly which way to go to get to the elevator. I then hatched my plan. I flipped the entire hotel and casino so that the elevators were now on the opposite side of the building. Pure genius, ultimate EVIL. Now that they were completely confused and lost. They returned to the front desk. As they approached, I flipped the entire building back so I could give them the same directions. This time they found the room. Of course, I was not done yet. They came down almost immediately.

Guest: You gave me the wrong room. I booked an Emerald room.

Me: Ma’am, you are in an Emerald room.

Guest: No, you downgraded me. This is not what I saw online. This is not what I wanted and you need to fix it.

(so we have a book of room types at the front desk and I show the guest the picture)

Guest: That is wrong. That is not the room I booked. I booked this room (pointing to a different picture).

Me: (now I have to think fast because she is on to me. I spent the last hour, remaking our room type book just to screw her over. What do I do?) I am sorry ma’am but that is a Ruby room. We have them available but it will be a $20 upgrade per night.

Guest: Oh so that is the scam. You downgrade us and then charge us to get the room we booked. I am not going to fall for that. You are just going to get a bad review and we will never stay here again.

(they storm off)


 

Well those are the major ones but I will quickly mention my other discretions.

  • I made sure that an airline representative never showed up at the hotel with a guest’s lost luggage because it was supposed to be here at 7pm and it is now 9pm.
  • I checked a guest into a room knowing that the room did not have toilet paper.
  • I wouldn’t accept casino chips for payment of a resort fee.
  • and finally, I refused to check in a guest because they had booked for another hotel. I know that they had a room booked somewhere in Vegas and I should have honored that but I made them leave and go to that hotel.

I am so sorry dear readers for my horrible and heinous behavior. I will try to do better in 2018… and Santa, I really don’t even deserve coal so just skip my house. I am not worthy.

 

If you disagree and still like me, please follow me on Twitter @VegasHC

Advertisements

Superstitious feelings

Very superstitious, writings on the wall,
Very superstitious, ladders bout’ to fall,
Thirteen month old baby, broke the lookin’ glass
Seven years of bad luck, the good things in your past

When you believe in things that you don’t understand,
Then you suffer,
Superstition ain’t the way

 

I thought we would leave the front desk for this blog and venture into the casino. The front desk may be a great window to people watch in Las Vegas but some of the real interesting stuff happens in the casino.

I spend most of my lunch/dinner break walking around in the casino or sitting on a bench people watching. I find human behavior fascinating and some times it is weird… and sometimes there isn’t just a single word to describe it.

  • There is a guy that comes in every Thursday and plays the same machine every week. He plays $3 a spin and never sits at the machine, he dances and sings while playing it. He goes through his $100 bill and then curses and yells at the machine and storms off. I call him the Disco Inferno.

 

  • Another semi-regular is an older man I refer to as Thor. He doesn’t have long blonde hair or big muscles but you can hear him hammer the buttons on the video poker machines from 30 feet away. He has actually put a few out of commission.

 

  • We have a lady that comes in twice a month with a wad of cash. She plays blackjack. If she doubles her money she leaves or plays until she is broke. When she loses the casino usually comps her a few days, which is a good thing because she is gambling to pay for her utility bills. I have tried to explain to her that if she called the electric company and get on a payment plan they probably wouldn’t cut her power off. Of course, her response is that she would still owe half but this way she has a chance to pay the whole thing off. I guess the risk is worth the reward for her.

 

  • I have seen ladies shaking things troll dolls, bells, family pictures at the machine, but until last week I had never seen a person praying and rubbing rosary beads. Maybe God wasn’t in the sportsbook that day.

 

  • Then we have the people that eat at the machines. Eating buffalo wings while hitting those buttons and licking their fingers. I don’t even want to think of the science experiment that is happening in their mouth.

 

  • Then we have the girl that kisses the screen on every big win. I have heard of a one armed bandit and the kissing bandit but never kissing the one armed bandit. Just yuck!

 

  • One of the more annoying things is the player that ties up three machines. Purse on one chair, some other thing like a suitcase or take out bag on the other chair and they are in the middle with money in all three machines but only playing one at the time.

 

So what weird or interesting things have you seen or experienced? What superstitions do you have while gambling? I promise not to laugh… out loud.

Thanks for following the blog and my Twitter (@VegasHC). I was never a popular kid in school but you make this guy feel like a prom queen 🙂

 

3 Questions and a Little Story

 

So how about so about we finish off those questions.

Are rooms preselected or does the front desk clerk pick them?

Yes. 🙂  Rooms can be preselected by the software depending on the software. If they aren’t, they are usually preassigned by a supervisor. Then again, some places don’t do that at all and leave it to the clerk.

In my hotel, I have the ability to change room numbers at the time of check in and I can take preassigned rooms and give them to someone else. I do have limitations. Certain rooms can’t be moved if someone higher up tells me not to move them. That could be my boss or their boss or a casino host, etc. So, if a clerk tells you they can’t move rooms, they are not lying necessarily. If the hotel is full, there might not be much to do but if the hotel is half empty and you just want a different (not specific) floor? Well then, one of you is an asshole.

Do front desk clerks have a say on champagne or desserts in the room?

That usually falls under the casino host sending those things to the room through food and beverage. I can request those things but I really have no say. A supervisor or front desk manager probably has a little more stroke that a clerk. If I catch a note on the reservation about a birthday or anniversary before the guest checks in, I will usually mention it to someone to see what can be done. I always get approval because I really don’t want to have a bill for champagne handed to me on payday.

What are some of the best holiday events and sights in Las Vegas?

  • The Ethel M Chocolate Factory in Henderson lights up their cactus garden. Very cool.
  • There is ice skating at the Cosmopolitan. I no longer skate but it is very popular.
  • The Nutcracker at the Smith Center for your theater needs.
  • The Bellagio Conservatory is stuffed with wreaths, poinsettia and plenty of holiday cheer.
  • There is Mt Charleston for skiing. Not really holiday related but hey it is snow.
  • I haven’t been but the Magical Forest at Opportunity Village has a type of polar express, Christmas trees and, of course, Santa.
  • The Bellagio Fountains have Christmas carols.
  • Plenty of special Christmas concerts at various venues.

 

I mentioned reasons for getting resort fees comped in the Q&A and it was just a few days ago that I had a guest that pushed and pushed to get rid of his resort fees more than anyone in a long time. He had a plan and he was sticking to it right from the start.

(guest approaches my station and we begin the check in process)

Guest: I was never told of the resort fees on the website.

(I hadn’t even mentioned resort fees so if he is mentioning them, he knows about them)

Me: Sir, they are a mandatory charge. I can’t remove them. They are mentioned at the bottom of your confirmation letter.

Guest: Well, I want a non-smoking room and if anyone has ever smoked in my room, I will know.

Me: Yes sir, I understand. I have you in a non-smoking room.

Guest: Good, because this is bullshit. You are all just money grabbing corporate stooges.

Me: Yes sir. (just keep agreeing with him and get him checked in. It isn’t worth it.) Here are your keys, sir.

(now I have indentified the guy that is going to be my next blog because I am going to hear from him all day long.)

… an hour later the phone rings

Guest: My room smells like shit.

Me: My apologies, sir. I will move you to another floor.

Guest: I don’t want to pack up. I want my resort fees waived.

Me; but you said your room smells of fecal matter?

Guest: Yes

Me: Well then you should be moved sir to get away from the smell. (hey, it doesn’t smell like smoke)

Guest: I will be right down.

(he never came down… and why did it take him 60 minutes to complain about his room being a sewer?)

… later that night

Guest: I have no hot water.

Me: My apologies, sir. I can have an engineer right up there and he can try and fix the issue or I can move you to a different room.

Guest: So you are not going to refund my resort fees?

Me: Sir, our policy is to move the guest to a different room just like I attempted to hours ago. Do you want me to send the engineer.

Guest: nevermind!!

(This guy is determined. He now apparently is staying in a sewer with no hot water. His list of complaints and refusal to move rooms, continued over the next 2 days including, a noise complaint from a vacant room, a slow elevator and a maid knocking on his door at 1pm.)

Now, in all fairness he did end up getting one day of resort fees waived by the manager when the maids did not clean his room, even though he had a do not disturb sign on his door. He, of course, wanted all 5 days removed from his bill.

The stupid thing is that if he hadn’t been so belligerent about the resort fees in the beginning we probably would have comped him a couple resort fees if he had complained about those things and actually moved rooms like these things actually really bothered him.


 

Hope everyone has a great weekend!!

Twitter: @VegasHC

So you want answers?

Thank you all for all the questions and thanks for liking the blog and following me on Twitter. When my son found out that I had over 800 followers he told me that meant I was a big deal. Well if you made me a big deal in my son’s eyes then all of you are big deals to me. So, without further adieu, here is the third VegasHC Q&A.


I have a question. I always get comps for different types of rooms, normally standard rooms though, and we always pay for some type of suite as that is what we prefer. Is it unreasonable to ask for resort fees to be waived since we are paying for our room?

It is unreasonable? I would say it isn’t unreasonable to ask for resort fees to be waived but it depends on the reason. To ask for your fees to be waived because you are paying for your own room? Isn’t that what you are supposed to do? I am trying to think of an analogy that would work here. If you go to the store and buy groceries and pay for them, should the taxes be waived? You are essentially buying a room for a period of time and part of that purchase is the resort fee. You may not like it. heck, I don’t like it but it is part of the price.

Now, if part of the resort fee entitles you to Wi-Fi or a local newspaper and for a portion of your trip you don’t get those things, I would say that something should be comped. Another situation would be you want your room cleaned and housekeeping doesn’t clean your room, then yes, a reduction in the resort fee could be a solution.


Do hotels still have a concierge? What should I used them for? What should I not use them for? How much should I pay/tip them?

Some hotels have a concierge. Mostly strip hotels and timeshare places have them. I know some off strip places have some sort of service like it but not specifically called a concierge.

You should use them when you have questions about the resort or Las Vegas in general. What restaurant do you recommend for sushi? What is an activity that my grandmother would enjoy? For this service I would say a tip is not needed. Now, maybe their suggestion made your day and they added value to your day. Then maybe you give them a few bucks after you return to show your appreciation… or just thank them for the information. I pride myself in my knowledge of Las Vegas and its abundance of things to do and I am always at the ready to suggest something or answer questions. I think it is part of being a good hotel clerk and Vegas ambassador.

You can also use them to book shows, excursions and make restaurant or travel reservations. For this I would tip them. They are doing something to ease your task list. They also may have an in at a hot club or restaurant and be able to get you a reservation when one isn’t readily available to the general public. That adds value. They deserve a tip. How much? I can’t really answer that. How much did it help you out?  Say you know there are plenty of tickets available for a show tonight but you don’t want to go get the tickets yourself. Well it is a moderate request… probably a moderate tip. Say you were supposed to make reservations for your anniversary dinner and you forgot and they are booked up. He can get you in. So basically, you no longer have your wife plotting your demise. How much is that worth to you? I would basically hand the concierge your car keys and tell him to enjoy.


We leave a tip for the cleaners, however we leave it when we go home. Do they share tips?

As far as I know, they do not share tips so you are tipping the housekeeper that cleaned your room that day. Now, that may be the same person that did your room the whole stay but it may not. If you are going to tip for any service, tip at the time of service.


Are there better groups or conventions or holidays better or worse than others?

Yes, I would rather attend the Adult Video News awards than the dry cleaners convention.

Oh, you mean which is better to deal with or is an easier time for me?

Let’s see… I would rather deal with IHeart and Life is Beautiful than Electric Daisy Carnival. The EDC crowd is strung out, doped up and to be stereotypical, younger and less mature. They tend to be more abusive and verbally nasty. It is much more difficult to explain policy and control a group that is trying to stuff 8 people into a room with one or two beds and smoking in my rooms because they just don’t care.

I would take pretty much any convention over any festival… maybe with the exception of the NASCAR and Rodeo groups. They are cool in my book.

Convention visitors are here for a reason and most of the time, their company is flipping the bill so they don’t care about fees and other miscellaneous stuff. Really easy going. Show them how to get to their room, the nearest bar and where to get a great steak and they are happy.

For holidays… Christmas, Thanksgiving, Easter are all breezes. Fourth of July and Labor Day are busy but manageable. The holidays that are tougher are the “holidays”, the ones that aren’t really holidays. Halloween and St. Patrick’s Day. Not that these aren’t celebrations but they aren’t the federal or religious type holidays. They are party holidays and drinking holidays and drunk people equal problems for hotel staff.

March Madness, the Superbowl and other sporting events are crazy busy but most people are checked in well before the event and are great guests because they just want a sportsbook, beer and a TV. Those weekends are very comparative to things like CES as far as size and just a little more chaotic. The music festivals are definitely the apex of chaos.

 


What is the best time of day or year to ask for an upgrade and how many room levels is appropriate?

Anytime of day and any time of year. It never hurts to ask. Everything else is really subjective to the hotel and what is actually going on in that hotel. The basic room level in any hotel is probably going to sell out first and be the one room type that will be overbooked for a couple of reasons. Wholesalers tend to sell that type and most hotels allow a wholesaler to oversell that type of room because we can always move you to the next level. We rarely overbook the high end rooms because there is nowhere to go from there.

The overbooking is the easiest way to get an upgrade. We have to upgrade someone because we don’t have enough rooms so why not ask the clerk if they have an upgrade. Be nice, be polite and engage with the clerk. If they give you an upgrade then by all means tip them if you want. I have given a 3 level upgrade before. I had two identical rooms and one suite. I had three guests who had booked the same room type. First guest comes in and plops their shoes on my desk, spills part of their drink and says “Give me something good, would ya?” Yep, no upgrade. Second guest asks me about my day, compliments the speed in which we are working the queue and doesn’t even ask for the upgrade. He got the upgrade. No tip and I didn’t care. Sorry, third guest, you lost out.

Managers are cracking down on free upgrades but if I have to upgrade, I have to upgrade and if I can justify the upgrade, I can upgrade. Be honest, be kind and be reasonable and we will work with you if we can.


Do you have any advice or tips on getting the best rate?

Um, research, I guess. Plan early and find out when the rates are lower. Wholesalers are usually have cheaper rates but you don’t have the flexibility. Booking through the hotel directly allows you to keep checking rates to see if something drops in price. Sign up for player’s cards and get mailers and e-mails for promotions. If your play warrants; get a host.


When checking in at a VIP check in, is tipping expected? What is an average tip?

I don’t know of any worthwhile hotel clerk that expects a tip no matter where they work. It is always appreciated. Again, it is really up to you. This is not like waiting tables where it is an expectation due to wages and well, just because it is. Some clerks make a very respectable living, some don’t but whatever you feel like doing is fine. Don’t obsess over it. The clerk isn’t or shouldn’t be. My goal is to help you not to make tips. A tip is just a bonus that is greatly appreciated but (to me) so is a handshake, high five, fist bump or a hearty “Thanks, dude!”

The biggest tip I have ever received, I believe was $60. I usually am given $10-20. Sometimes it is a few bucks. I have also been given candy, cookies, pie, a half used coupon book, leftover pizza and the eternal blessings of the Dalai Lama, so I got that going for me. There is no standard tip.


What is the biggest change in your job in the last few years?

I asked fellow clerks about this and the consensus seems to be that the type of person has changed. You used to have primarily gamblers and now the millennials are coming and they are more the type to book the type of room they want and not look for the free upgrade. They are not just using the room to crash. This is now a home base for their group or a place to chill between meals and clubs and other activities. They want what they want and they are willing to pay for it.

The other side of that are those gamblers that are stuck in the 80’s and 90’s and despise the resort fees and the cookie cutter resorts and the giant resorts. They want their $5.99 steak dinner back and 3:2 blackjack. There is a distinct trend where the older crowd or less affluent crowd is moving to downtown hotels and “local” places and renting a car to avoid $40 resort fees, “gangs” of club goers, etc.

The other main point is the corporate feel that is taking over more places. We have less flexibility in dealing with upgrades and such. This is not the financial boom. Money is tighter and there are more people to answer to.


Would $20 allow me to ask about the $20 trick?

Absolutely… I have kids about to go to college so send your money to the VegasHC College Fund, Las Vegas, NV and I will see what I can do.


 

Hope you all enjoyed this. I did.  I know I missed a few questions and I will add them to the end of the next blog that will be up later in the week.

Twitter: @VegasHC

No one listened to Noah either

You know that person that thinks they know more than you, even when you are either an expert on the subject or you just have more information on what is going on? I think we all have a person like that in our life. I have a had a few people like that in my life and it can get frustrating.

  • I work with a person that thinks they can give restaurant advice but has told me how much he thinks the buffet at the Cannery is one of the best in town. Please don’t give restaurant advice!
  • I had a friend that used to give me advice on raising kids. He had one daughter and he had his visitation rights taken away. Just no!
  • There are also the plenty of times a fellow poker player would try to tell me that math has nothing to do with poker and the one time I was told that in all his research that poker was 10% skill and 90% luck… it is not.

Now I don’t know everything about running a hotel and I don’t know everything about the issues in the hotel I work in but I bet I know more than the guests I check in. Here are a couple of examples from last few weeks.


 

When I call a guest and tell them there is a situation and we need to move them to a different room, you would think they might listen to me.

When I tell them there is a busted pipe in the room above them you would think that giving them that information would make them listen more.

Their response was, “We just got back from a long day and we are not about to pack up everything because of something in another room, please do not disturb us again”.

They called 30 minutes later when their bathroom flooded. They moved and complained about how some of their stuff was ruined.


 

The guest that asked how long before their flight should they get a taxi to the airport.

I always tell them to leave no later than 2 hours before their flight. They, of course, because they travel all the time, arrived less than an hour before their flight and missed their flight because there was way too many people going through security on Sunday night. Then they wanted me to comp them a room for their inconvenience.


 

Then there are the multitude of guests that expect that you will know more than you can possibly know. I mean, I know I am good at my job but I am not omnipotent.

Guest: Can I get a quiet room?

Me: I can put you on a higher floor, sir.

Guest: but are the people in the rooms around me, quiet?

Me: Yes sir, they are a group of monks that have taken a vow of silence.


 

Guest: I am leaving early tomorrow for the airport. Can you tell me the best route to avoid any accidents?

Me: Yes ma’am, I am having a vision that there will be a 3 car accident at 15 and Flamingo and as well as a stalled tractor-trailer on Sahara. Also, the power ball number is 14 and you will meet a tall stranger at the TSA checkpoint.


 

Guest: I am moving from here to another hotel tonight. Do you think they will waive the resort fee?

Me: Absolutely. In fact, if they don’t tell them that I said they should because you have been a wonderful guest and it is just good karma.


 

Thanks again for reading.

I think it is time for another Q&A, so send your questions to me and I will put something up next week.

 

Twitter: @VegasHC

 

 

 

A little of this and a little of that

Hello my blog family. I hope you are all well and enjoying the changing seasons, unless you live in a place like Las Vegas where the seasons don’t really change, the temperature just goes from “Is this Hell?” to “This isn’t so bad”.

Today’s blog doesn’t focus on just one guest but it is part questions I get at the front desk as well as some word definitions that seem to escape a lot of my guests. Of course, I know you all would never confuse these words or ask these questions… at least I hope you wouldn’t and if you would, well… now you won’t 🙂


 

Request vs. Guarantee:  A guarantee is a certainty… at least 99.9% of the time in the hotel business. A request is something that we will do our best to accommodate. When you book a room and give us a form of payment, I will Guarantee you a room. If you Request a strip view or a high floor, I will do my best to accommodate you.

So many people come into the hotel and say “but I requested a high floor?” Yes, you did. I don’t have that available or maybe I have the 14th floor but not the 23rd floor. Guess what the 14th floor is a high floor. Either way, you have the room that was guaranteed.

Mandatory: This is pretty straight forward. It is a must, a definite, a most certain, an absolute. It is mandatory that you do certain things to check in. Sign a registration card, provide an ID, provide a credit/debit card and in certain hotels, pay a resort fee, leave a security deposit and/or pay for parking. If I tell you that these things are Mandatory… they are Mandatory. Maybe they were comped last time, maybe they will be this time but at the time of check in, unless I have been told otherwise, it is what it is. Please don’t argue with me. I did not come here for an argument, if I want an argument I will pay John Cleese for one. BTW if you don’t get that reference, shame on you.

The Security Deposit/Hold: Most places tell the guest that the security deposit will be returned somewhere between 3-10 business days. some 3-5 days. That means exactly what it means. Do not call the hotel the day after you check out looking for your deposit. Don’t call on Sunday when you checked out on Friday. It isn’t happening. Oh, and we are not holding your deposit for 10 days collecting interest on your money and purposely keeping it from you. We send it back to your financial institution the day you check out. They have to process the transaction. That is the delay.

I already paid the security deposit and resort fee when I booked the room… No, you didn’t. Whether you booked it through a 3rd party or the hotel. When you make a reservation you are paying to guarantee you will have a room. That is it. When you arrive at the hotel you pay the resort fee because you will be using the resort and you pay the security deposit because you will be using the room.  Every day I get people wasting time showing me online bank accounts with withdrawals from 3rd party sites showing me what they paid. One, that isn’t proof of what fees you paid because we don’t even know most of the time what they charged you for the room. Two, if for some reason, and I have never seen it, they did charge you the resort fee, I still need to collect it because they aren’t allowed to collect it. Go after them for overcharging you.

Ok, now for the lighter stuff…

When I stayed at the Bellagio, Wynn, Cosmo, etc. I was allowed to do this or I had this in my room… That is so interesting. You know when I lived in my last house, I had a huge backyard and it was a two story house. The place I live now doesn’t have those. If a huge backyard was a very important thing to me I would be in that house or a place that had a big backyard. If you want what you had at Bellagio, stay at the Bellagio. As a side note, wouldn’t Vegas be boring if every hotel was the Bellagio. I mean, I love the fountains and the conservatory but variety is the spice of life.

I stayed here a few months ago on a Tuesday, why is the rate 3x higher tonight? Well, there are a few possible reasons for that. It could be that it is Saturday night. It could be that there is a major convention going on and when available rooms are limited we raise our rates. It could be that we have it in for you, we really don’t like you but we know you pay anything just to stay here, btw your rate just doubled again. We are going to need you to sign your over to us.

The wholesale company told me different than what you are saying. They lied, they all lie, trust in me, I am the only one who will ever tell you the truth. I mean, they even told you that this hotel was in Las Vegas. You are actually in Des Moines, Iowa.

Is the parking garage safe? Can I trust the valets to not damage my car? I can honestly say that my car has never been damaged or broken into while in the garage and none of the valets have ever done anything wrong to my car. If you would like extra special care taken, you have two options. One, sleep in your car. Two, for $20/hr I will personally sit in your car and make sure nothing happens. Throw in a tip and I will get it washed for you.

I don’t like smoke. Is there a place that is non-smoking? Absolutely, if you go through those doors you will be outside. Have fun. If you don’t want to go outside, you do have the option of staying in your room. Welcome to Las Vegas.

I don’t like crowds. Is there a place where I can avoid them? Two options that are easily available. Your room, unless you are staying with 10 people or driving out to the desert. Less people, more snakes.  Welcome to Las Vegas.

What machines pay off the most? This I actually a question where I can give a real answer. I have spent decades researching all the machines in almost every casino in Vegas. Now don’t spread this around to everyone. This is just for the VegasHC family. This machine is in every casino and it has paid out every time I play it. It’s not much on graphics though. It is called an ATM. Thank me later.

Any upgrades, sexy? Ok, so… thank you for the thinly veiled compliment. A few things might make this more effective. You are 22 and I am, well not 22 and I can pretty much see through this. It also doesn’t work too well when I see your boyfriend 10 feet away glaring at you. Also, I am wearing a wedding ring and I am pretty sure you aren’t my wife so just stop. If my wife is reading this, you get all the free upgrades you want and yes, I know you think I am one sexy… shut your mouth.

I’m bored, any suggestions? I have actually never answered that question. I have answered their follow up question.

Why did you slap me? Because I just had to see if you were, in fact, actually alive. Now that I know you are, turn around walk away from the desk and literally do anything but talk to me. Have a nice day!!!


 

Thanks for reading, everyone. I am sorry there haven’t been more posts but my guests have for some reason… been rather normal over the last few weeks. I know, I am scared too. I am starting to have faith in humanity again.

Twitter: VegasHC

 

 

 

 

I’m with the band

I’ve talked a lot about the check in process and how simple it can be and how difficult it can be… if you don’t make it simple.

  • Make the reservation in the name of the person checking in.
  • Add anyone else’s name to the reservation if they are staying in the room.
  • Have your identification and method of payment with you when you check in.

Seriously, that is it. The only other reason we have problems at check in is they don’t read their confirmation about deposits or resort fees. That covers about 98% of it yet, 1 in 15-20 check ins have a problem.

The other 2%? Add an enormous ego to the above.


I do my best to try to not judge people but people with overblown egos tend to get on my nerves. Now there is a difference between confidence and ego. It can be subtle but it is there. The difference is knowledge and wisdom. Back up your ego and it is confidence. Spew crap and it is ego. The person with the big ego also tends to feel that the rules don’t apply to them. Enter Ricky Rocker, band manager and incoming guest.

 

RR: I have three rooms, I need to get my people in those rooms now.

Me: Ok sir, I will need your ID and credit card.

RR: (hands me the two cards)

ME: Ok, I have one reservation under your name. Who are the other rooms under?

RR: That would be the guitarist Rick Fender and the drummer Bill Highhat.

Me: I will need them to come up to the desk with their ID so I can check them in after I check you in.

RR: Yeah, that is impossible, they aren’t here. They will be here in 2 hours.

Me: I won’t be able to check them in until then, unless you call the wholesaler and have them change the names on the reservations.

RR: Yeah, that isn’t going to happen. See, I am the manager, I made the reservations. I am checking into the rooms.

Me: Our policy is that you have to be the person checking into the room with valid ID and credit card.

RR: Listen, this isn’t my first rodeo here. I have been to 40 hotels and they always let me do this. You don’t want to do this, dude. This is going to ruin you. We are important in this town and we need sleep to have a gig tomorrow in Cali.

(ok, side note, this is a Saturday night. It is 10pm, two of the 4 band members are here with the band manager. The other two are driving from somewhere. So, if you are a big thing in the town, my town, why didn’t you have a show on a Saturday night and why is your show in California on Sunday night. You know what bands play on Sunday and not Saturday… bands that aren’t big.)

Me: Sir, the only thing that is going to “ruin me” is not following hotel policy and checking you into three rooms and only one of them is in your name. As I said, if you call the wholesaler and have…

RR: You’re pretty new at this, right? You are not listening to me. Check me into the rooms.

Me: Sir, I can’t ch…

RR: Oh you can, you just won’t because you think you are some big shit right now. What you don’t like how we are dressed or is the music too loud for you?

Me: I don’t even know who your band is or what type of music it is? These are the rules.

RR: We have to be on the road in 5 hours. Just get this done.

Me: Ok, fine. I will break policy and risk getting fired and check you into the two rooms that are not in your name.

RR: Finally!

Me: but I can’t check you into your room that is in your name.

RR: What do you mean? It’s in my name!

Me: Yeah, you see there is a problem with that. An hour ago, a guy came up to the front desk and said he had booked a room in your name and didn’t have your ID or a credit card in your name but he harassed me for 10 minutes and just like now I gave in and gave him your room even though just like you, he had no proof to the room.

RR: Oh, you are some smart ass.

Me: That is the first thing we agree on, sir. So do you want to call the wholesaler and change the reservations or just check into your room.

RR: Let me speak to your manager.

Me: Sure, she is the lady that has been standing next to us for the last 10 minutes.

Mgr: Sir, my employee is correct in stating our policy. .Would you like to check in to that room now?

RR: This sucks, man. Never staying here again.

Me: and that is your prerogative, sir.


 

Thanks for the follows and comments

Follow me on Twitter: @VegasHC