Crazy shit that happens at the hotel I work at

This is just a blog for me to rant! They are all true stories !

[sadhotellife]

RUUUUUDE

Nothing is more rude when a guest either slaps or throws their room keys or credit card on the front desk counter

Very rude

So rude

Some might not think of it as rude but no, trust me...it’s rude

[sadhotellife]

Wifi Connection

Not all wifi can connect to PS4′s, Nintendo Ds’s and Xboxes. The only gaming devices the hotel that i work for can connect to is-Nintendo Switch, Wii’s for sure. 

If it can’t connect -it can’t connect. There isn’t a point in screaming at the front desk and their managers for something that it out of their control. Some wifi services works but not all. It’s unfortunate but it happens

Fortnite sucks anyways so I’m sure the fact that the Ps4 can’t connect is already doing you a big favor

[sadhotellife]

Lost and found but sometimes it's not found

Hotels are not responsible for lost items

Sometimes lost items are found and sometimes they aren't. But again. Hotels aren't responsible for items that are lost.

To call a hotel and scream about an item that's been lost even though you've been repeatedly told 'No, no such item has been found' can get annoying

A pretty common thought is 'if it was so damn important you shouldn't have forgotten it in the first place' but people lose things in the most random of places.

Once someone lost $5000 dollars in his room but he was so drunk he had no idea where he put it. It wasn't found until 3 months later when the hotel was doing their mattress flipping. Boom $5000 found right under the mattress. The guest had to be called up right away to make sure everything was accounted for.

Take the time to check before you leave. Check your drawers check the walls check the bathroom. Unless you were super drunk, then hope whatever you lost will turn up in a few months

[sadhotellife]

Some things are out of the control of the hotel

When you stay at a hotel anything can happen. A power outage could happen, there could be an earthquake, there could be a big snowstorm, the city could shut off water pipes so then there’s not running water All of these are things that are beyond the control of the hotel. Things that are in the control of the hotel is like oh you didn’t get room service? I can fix that for you. The trolley is missing? Wait a bit and we can see if we can locate one Something is wrong with the room? Let’s see if we can fix it but if we can’t we can work to do a room move for you. The insane amount of people that check out in the morning that are so verbally abusive because of things that the hotel honestly have no way of fixing at all is ridiculous. How’s the front desk staff going to be able to bring back the power? How is the hotel owner going to stop a snowstorm from coming to town? 

[sadhotellife]

Trolleys

If you use a trolley please have the courtesy to bring it down. Don’t leave it in your room during your stay. As cineplex movie ads go in Canada-Don’t be a Harvey Hogger. Other guests needs to use it too 

[sadhotellife]

Fuck you team from Oshawa

We had a hockey team from Oshawa come and stay at the hotel. This team was RIDICULOUS From the time of check-in to the time they left they were a pain in the ass. 

Hotel contracts are hotel contracts. Typically if you are a sports team the contract will say it is a minimum of a 2 nights stay. THIS IS BECAUSE IF YOUR TEAM LOST THE GAME... THE HOTEL WON’T LOSE OUT ON SALES BECAUSE THEY HAD TO REJECT HOW MANY GUESTS SO THAT YOU CAN HAVE YOUR 2ND NIGHT STAY??? You lose? You still have to pay for the 2nd night.  

When they all came, of course they would all come at once to check in and as there is only 2 computers to check in guests, it can be a slow process but we tried to get it going as fast as we could. They were very unappreciative about it and not to mention they came in BEFORE check-in time. Rooms can’t be guaranteed to be ready if check -in is at 3:00pm and you want to come in at 12:00pm. NO HOUSEKEEPERS ARE HUMAN AND ROOMS TAKE TIME TO CLEAN. Their kids were insane. They tried to get into locked Staff only rooms (not fiddling with the handles but trying to break the door down with chairs and stuff). When the managers told them they can’t go into these rooms the parents started screaming at the managers saying they have no right to tell off their kids.  Later the parents tried to block out the security cameras and the front desk went up to tell them they can’t do that (this is for security reasons as anything at any time can happen in the hotel hallways). They again started yelling at the front desk about it however we put the foot down that security cameras CANNOT be blocked and they relented.

Later that night the parents started drinking and were really drunk and they left their children unattended and free to roam around the hotel. Apparently one child left the hotel property? The mother of the child was very mad about it and started yelling at the front desk agents saying it was his responsibility to look after the kids. This...is not true. Front desk is paid for just front desk and other things but they are not paid to be babysitters. 

The kids lost their match and they tried to argue about the 2nd night and failed. 

As they stayed for their 2nd night, rather than be like “it’s OK guys there’s always the next match.” The parents were horrible. They were cussing about how the other team one and they should fuck off and let other people win. Way to sore losers about it =_=

[sadhotellife]

Pizza Cop Lady

I read in the log book today the most hilarious incident

A guest was checked in the for night and was really rude/crazy and acting out at the front desk agent

She demanded him to order him a pizza (this is NOT the job of front desk agent btw) and he told her I cannot do that for you but i can provide the list of pizza places to order from and offered some recommendations.

Then when he was doing his night rounds of slipping the folios under the doors of guests checking out the next day , apparently he missed her phone call to the front desk and she went crazy lady psycho on him.

She said she was a cop (obviously it’s such a lie) and that she could have him arrested for not ordering her a pizza. The end result was that she got kicked out and no refund.

This actually made my day as this such a hilarious and absurd story in the logbook for the week

[sadhotellife]

Angry wedding people

We had a wedding block at our hotel during the summer for i think a 1 night stay? The bride booked for a King Suite so it comes with a King and a pullout (at the wedding discount too so it’s a good steal for the rate they getting). I’m not too sure WHY exactly they were angry? Like in a way I get it but I also don’t. The bride and her mother said that it wasn’t the right room (despite showing us the confirmation letter that has the matching room type code and rate). She said that it was booked for an executive room with the King and pullout (this is smaller than the suite). We checked the group block for the types of rooms that was put in there and there was never any executive rooms that were placed as they were already sold out before the wedding block contract was ever made. But the one they have is actually the better room especially for the rate they got it for and since it’s for the bride to get ready in...it’s more spacious. But I guess it didn’t really matter because BOTH the bride and her mother was screaming at the front desk and the manager for the type of room that they booked for. They even read over the contract and saw that the executive king was never part of their block but they were still angry.

After much yelling they decided that they would “make do with what they got”...this for me doesn’t make sense. Had they booked for the larger room and had gotten the smaller one instead I would get why they were made. But they booked for a smaller room and got a nicer one for the same price.

After a few moments they went to get ready. The mother went to her car to get her stuff and when she came in she saw that the front desk was smiling and went to scream at her. She felt that the front desk was smiling because they were happy and amused at their unfortunate situation and was screaming like a nutcase.  Um no we have to smile because this is front desk and we are checking in other people. Even if we are dying inside WE HAVE TO SMILE. In the end it got so extreme we had to call the cops cuz things started being thrown.

[sadhotellife]

If you cancel rooms don't expect hotels to still be holding them for you!

We had a team that wanted to stay at our hotel and everything was set to go. However a few weeks later... They decided they wanted to stay at another place. Which is fine. You can please everyone so the contract was canceled and the rooms were given away to another team (let's call the 1st team, team A and the 2nd team, team B to differentiate)

The day team B was going to stay at the hotel was the exact same days for team A...if they had wanted to go through with the contract.

Zooming forward a few week we finished checking in Team B and the sales manager got an email saying Team A last minute needed rooms. For our hotel....we are one of the few who are still allowed smoking rooms. So you can smoke cigars and cigarettes or whatever in the rooms. These rooms are in another section of the hotel.. Cuz they smell. The other section of the hotel are non-smoking so you CAN'T smoke in those rooms. And on this day... All non-smoking rooms were sold out (majority went to team B) Only smoking rooms left.

In the email the sales manager sent back he specifically stressed that we were sold out on non smoking rooms and if they still needed rooms the only rooms left were smoking rooms. We got a reply back saying yes that's fine so rooms were quickly blocked aside so it wouldn't be oversold.

Side note: We aren't sure what happened to the hotel they were supposed to stay at but I think they might have had some reservation problems hence why they came back to us.

When Team A came to check in they got mad that the rooms were smoking rooms but we explained there's nothing we can do. Sold out is sold out. We understand why they DON'T want smoking rooms, and I'm surprised that the person who emailed said yes to them as the team was for children and their parents. But ya there was a shit ton of arguing which got worse because the person who emailed arrived and she got SUPER MAD that the rooms were smoking rooms. IT'S NOT WHAT WE BOOKED FOR. OUR ORIGINAL CONTRACT SAID NON-SMOKING!

We had to call the sales manager to come to the front and he showed proof that they agreed to the smoking rooms. This lady kept arguing back that as per the original contract.. Blah blah. STOP. The original contract was VOIDED as it got CANCELED. The rooms that would have been given were given to other people.

In the end as they had nowhere else to stay they stayed at our hotel for the smoking rooms...BUT THIS ORDEAL WAS SUPER FRUSTRATING. WHY SHOULD WE GET BITCHED OUT? THEY CANCELED RIGHT?

[sadhotellife]

Hotel staff aren’t dumb =_=

Hotel got a bad review from a guest. It sucks for us but also it's a good thing to know because we can see where we went wrong. Gotta strike at our weaknesses so we can be better.

The content of the review stated that there was something wrong with the bathtub and they had called for maintenance during the day. Maintenance supposedly came (according to surveillance camera and the maintenance log book he went into the room so it WAS looked upon) and then fixed the issue. HOWEVER when the guest came back after awhile whatever the problem was... It came back (well... At least our maintenance man tried.. I guess?)

But from there the review got interesting. The guest stated that when he went to the front desk to complain the front desk agent was on her phone. He called for her attention and told her the situation and apparently... Her response was... 'I can't do anything about it...' and went back to playing a game on her phone. This got our attention and we immediately checked our surveillance cameras to see who it was and checked our records to see who was on duty.

The girl on duty that is interesting.... She actually does NOT OWN A CELLPHONE (ya I know right? In this day and age? But she says she can't afford one). Nobody at the hotel has EVER seen her with any sort of electronic items like for instance a tablet or a 3ds. The guest did appear on the camera to talk to the front desk agent but it was to get a key to their room. That was it. If the bathtub problem was brought up at that time. According to our time stamp our maintenance repairman was in on the clock and she could EASILY have just called and sent him back up.

Not all hotels are stupid? And hotels can actually send these kind of informations to headquarters like camera footage. And then you would have a shit starting reputation on your name for the other hotels to know.

[sadhotellife]

When a guy thinks it’s annoying that a mother was grieving for her dead son.

The first part of the story that I guess is…the cause? the key point into what happened? The flashback you need to know?

In December during the early morning breakfast hours, a lady from Montreal received a call that her son died in a car accident. He died right there on the spot. OBVIOUSLY she did not take the news well. OF COURSE NOT! HER SON DIED! She broke down in tears and was wailing. Her friend was comforting her and guests who were in the breakfast room heard what was going on and they felt bad about it and some offered their condolences.  The one working front desk worked to get their room checked out in time as now they have to leave earlier than expected. He even helped to get their plane tickets and taxi all in a timely matter. Guests were telling me that day the front desk agent was a great guy for coming to comfort the lady and helping out to get things sorted. 

ZOOM TO 3 OR 4 WEEKS LATER (THIS IS THE MAIN STORY) Guy comes in to check into his reservation and I can see in the reservation it’s indicated that he’s stayed with us before. So I welcome him back and when i finished checking him in, i ended with “If you have any concerns please don’t hesitate to let us know.” Totally did not hesitate. He took the opportunity to let me know that his last stay wasn’t so great, so i got concerned and asked him what happened during his last stay.  I wanted to make sure whatever we as the hotel/staff did wrong…we don’t repeat it. He started telling me that during his last stay a woman made a big commotion-you know the story. But long story short…he didn’t appreciate her making a fuss and wailing. He thought it was an embarrassment and unprofessional to have happen. I thought oh… ok….maybe…he doesn’t know? I apologized (thinking back…i shouldn’t have apologized) and told him that unfortunately the reason why the woman broke down crying was because her son passed away in a car accident.  His reply? “ oh! i know! i was right next to her when she got that phone call!”  He knew what was happening and he thought a poor grieving mother made his stay shitty and it was the hotel’s fault for letting her break down.  I didn’t know what to say so I just quickly gave him his keys and told him good night. My friends say I should have given him a hard time for being a shitty human being.

[sadhotellife]

Angry hockey mom or probably former hockey mom now

1st post for this blooooog! I made this blog to vent out my frustrations to the world from behind the desk.

I was working one day and we had a group of people coming in to stay for a big hockey team tryout. This tryout is actually a really big deal for them. We have a reservation made for a family. That family TOLD US that it was for 2 rooms and it would be just their son that’s trying out and the mom/dad that’s staying for the 2 rooms. As it was for in general for a group booking there was a lot of emails going back and forth. The father told us 3 times it was just him, his wife and his son. The day of check-in, the mother went ballistics on us because there was only 2 rooms booked BECAUSE they also brought….their son’s girlfriend along! 6 emails confirming number of rooms for each family and confirming how many parties and nobody in the family asked “hey can we book another room for our son’s girlfriend?”  and what made the situation even harder was that the hotel was sold out.  The mom didn’t want her son to be in the same room as his girlfriend overnight. She started cussing us out for no reason when the mistake was their own and then cussed out our sales manager who had EMAIL PROOF that what we got on our end was correct. So why didn’t they call or email to add one more room before it was too late? 

To be honest in my mind if the mom didn’t want her son and his girlfriend staying in the same room. I don’t see the harm in the mom staying with the girlfriend in one room while the dad stayed with the son in the 2nd room? but APPARENTLY this was out of the question! to each their own but regardless adding 1 more room was 1000000000% out of the question unless someone called to cancel.

The sales manager took the mom outside to help her calm down (get some fresh air ~ breathe it in~) but the mom was bitching out so hard you can hear from inside. The sales manager later called the hockey team manager in general to explain the situation as the manager is the group bookings contract signer and needs to know stuff like this.

The next day before he even hit the ice, he was told to leave because of his mom. We felt bad for the son that his mom was a piece of shit.