In the bustling world of hospitality, hotel staff often encounter a myriad of interesting situations that can test their patience and problem-solving skills.
From accommodating late-night arrivals to addressing guest complaints, the job requires a unique blend of professionalism, tact and a keen ability to navigate through unexpected scenarios. In this post, we share a captivating story that unfolded during one fateful Friday night at a hotel, showcasing the challenges faced by a dedicated hotel manager.
As the clock approached midnight, two guys stumbled into the hotel lobby seeking refuge for the night. What began as a routine check-in soon escalated into a series of unusual events. The interplay between Sam, a seemingly sober guest, and Dale, his drunk companion, quickly caught the attention of the hotel manager. Sam’s insistence on keeping his room number confidential, coupled with the persistent inquiries from Dale, set the stage for an intriguing encounter. Little did the hotel manager know that this was just the beginning of a night filled with unexpected twists and turns. Scroll down for the complete story.
OP encounters two guys, Sam and Dale, who arrived at the lobby late at night seeking accommodation after their ride didn’t show up. Sam is sober while Dale is visibly intoxicated.
OP checks rates and availability while Dale incessantly talks about finding Jimmy. As OP quotes the price, Sam instructs Dale to go outside and call Jimmy to locate him.
Sam provides the payment and expresses the urgency to complete the check-in process quickly. Sam then emphasizes that he doesn’t want Dale to know his assigned room and OP assures Sam that it is confidential since he is the one paying for the room.
After completing the check-in process, OP hands over the keys to Sam. Sam swiftly rushes towards his room. Shortly after, Dale returns and asks about Sam.
Dale questions OP about Sam’s whereabouts and whether he purchased a room. OP ignores his questions and tells him to contact Sam directly. But Dale repeatedly asks if Sam bought a room.
Jimmy arrives at the lobby with Cabbie. Cabbie rudely demands that OP inform Sam about his ride. This gives OP pause, knowing that Sam was indeed waiting for a ride.
Cabbie resorts to verbal abuse and falsely claims that Sam cannot pay for the room. When Cabbie’s intimidation tactics prove ineffective, she insists on speaking to a manager. OP confidently replied that he is the manager.
Despite the chaotic departure of Cabbie, Jimmy, and Dale, the situation takes an unexpected turn when Sam returns to the lobby after forty minutes, disheveled and hastily getting dressed.
Sam asks OP about the refund since he’s not staying at the hotel that night. OP explains that the room was already purchased and occupied, making a refund impossible.
Cabbie reenters the lobby, visibly agitated. Sam then restates his inability to get a refund, leading to a near-repeat of the previous conversation with Cabbie.
Cabbie insists on speaking to a higher authority and threatens to get OP fired if he doesn’t comply with her request.
OP explains to Cabbie that he is the manager and his decision is final. Cabbie then asks for the cancellation policy in writing and OP firmly declines:
Sam approaches the desk and takes control of the conversation. He states that he does not consent to pay for the room but OP tells him that he has signed the papers. Sam then requests to see the signed papers to verify his agreement.`
OP retrieves Sam’s papers from the filing bucket and points out Sam’s signature on the document. Sam asks OP to give the papers to him but OP refuses. Then, Sam asks for a copy of the document.
After considering the potential consequences and realizing there is no compelling reason to deny Sam a copy of the signed document, OP agrees to make a copy for him. OP hands him a copy of the document while keeping the original secured in a locked drawer.
After Cabbie takes the copy of the document and reads it, she expresses her intention to contact corporate the following day and leaves in an assertive manner. Sam suggests OP to look for another job.
After Cabbie, Sam, and their companions speed away once again, OP checks Sam’s room and confirms that the room was indeed utilized. OP adds Sam’s name to the Do Not Rent (DNR) list and verifying the authorization on his card.
Throughout the night, OP displayed unwavering professionalism and commitment to safeguarding the privacy of his guests. Scroll down for the comments on the post.
We all thought that Sam would be the good guy in all of this drama but we were wrong.
OP couldn’t figure out why Cabbie was getting involved:
We were suspicious about the backstory but someone has their take on the story and it kinda makes sense:
Have you ever encountered memorable hotel experiences or worked in a similar role? What do you think might be up with these guys? We invite you to share your thoughts about the story in the comments section below.
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