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Okay, this one was just special.
2:30am
Phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: Oh my God, I just got to my room (btw, I checked her in four hours prior) and it is a disaster, I pulled back the sheets and there is pubic hair and blood on them.
Me: I'm so sorry about that, I don't know why housekeeping would leave a room like that, but I will have our houseman come up with new sheets as quickly as he can.
SC: Please have him hurry.
I page the houseman, let him know the situation, and he starts getting new sheets for the room.
2:35am
phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: Why isn't the housekeeper here yet? It's been forever since I called you.
Me: Ma'am, I'm sorry, but you are in one of the further rooms in the hotel, it will take him a few minutes to get out there.
SC: Did you ever watch that cartoon Marvin the Martian?
Me: (
) Yes ma'am?
SC: Well, because this room is horrible.
um...
2:45am
phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: What the hell kind of place are you running here? The guy showed up with a set of new sheets, how the hell is new sheets supposed to make the room clean?
Me: I'm sorry ma'am, but when you first called, all you asked about was new sheets, if you want, I can send him back to give it a quick cleaning. Obviously with how late it is, there is some things that he can't do because it would be too noisy, but he can make it better.
SC: No, that fucker left and refused to even put the new sheets on, you fuckers should be ashamed of yourself for renting such a terrible room, I'm going to talk to your fucking upper management, I know upper management, they'll listen to me, what the fuck are you going to do to make this right?
Me: I'm sorry ma'am, but if you don't want us to send the houseman back to clean the room, we can move you to another room.
SC: Well, I better damned well be getting a suite if I'm moved, and I want breakfast comped.
Me: Okay, I would need a supervisor's approval for that, if you can hold I can get in touch with them.
SC: No, I don't want to fucking hold, just call me back.
So at this point I pull up her reservation and her play history... I see an interesting thing in the notes.
Internal message: Friends with (VIP host). (employee ID of reservation agent)
Internal message: No she's not. (employee ID of said VIP host).
Oh joy, this will be fun.
At this point, this lovely lady had been yelling loud enough that my coworker could hear her, so he was already on the phone to the supervisor. He has explained what he has overheard and handed me the phone as soon as I was off the phone with SC.
Me: Hi (manager), it's Smiley, I know that (coworker) already explained a lot of the situation to you.
Manager: Yes, is it correct she was using f-bombs?
Me: Yes, that is correct.
Manager: Yeah, there's no way in hell I'm upgrading her, especially since she also verbally assaulted the houseman when he showed up with the sheets, I don't blame him for refusing to enter the room. I've got to go sign off on a jackpot payout and I'll call her back myself.
2:55am
phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: Yeah, why the hell haven't you called me back?
Me: I'm sorry ma'am, I spoke to my supervisor, and she wanted to look into what could be done personally and speak to you directly once she had, I think she was just about ready to call you. If you would like I can page her to call you right now.
SC: Her?
Me: Yes, the manager on duty is (manager)
SC: Is she the one who is out on the casino floor?
Me: Yes ma'am, we only have one manager on duty on graveyard shift (not entirely true, we also have a cage manager on duty and a security manager on duty, but neither of them can help with guest services).
SC: No, I don't want to talk to her, I want to talk to the male supervisor.
Me: I'm sorry ma'am, but she is the only supervisor here.
SC: No, I want to talk to the male supervisor that I'm friends with.
Me: I'm sorry ma'am, but as I said, she is the only supervisor here, if you give me the manager's name that you normally work with, I can leave them a message to contact you as soon as they get in.
SC: The male one that I worked with last time! (note, I am not redacting the name, she literally did keep saying "the male supervisor")
Me: I'm sorry ma'am, but we have several male supervisors, I would need their name to leave a message.
SC: You know what, fuck it, just have the houseman bring the damned sheets, tell that bitch not to call me, I'll just call the male supervisor in the morning.
So, I send the houseman back out, I call the manager on duty to update her.
Me: Hey (manager), SC called back, I explained to her that you were looking into it and would be calling her shortly, and after finding out it was you, she decided to just have the houseman come and give her new sheets and asked that you not call her.
Manager: That doesn't surprise me... I had to kick her out of (restaurant) because she was in there 2 hours after they closed wandering around completely drunk.
Oh, and to add a bonus to this story... other than forgetting who she name dropped, I looked up her play history, she has gambled twice with us, once in 2012 for half an hour on penny slots, once last month for one hour on penny slots, and she had absolutely no play this month... oh, and the reservationist forgot to redeem her offer at time of reservation. I of course fixed this. Now, if an offer is redeemed through the reservation system, it won't show you as having been in the casino, so it won't affect your average daily play levels (which are what determine what player level you are and what offers you get), and I could have gone in and retroactively done that in the reservation system... but you know what, she has been in the casino, and she should have been gambling if she is staying on our dime, so I redeemed it directly out of her players club account adding a big fat 0 into the equation for her average daily play level for her stay
Oh, and the fact that it is petty vengeance screwing up her player level was a secondary motivation, it is house policy that any time they are using an offer in person at the hotel to count it as a trip so it works into their player level (after all, the whole point of having people bring offers in is to encourage them to gamble, if they aren't going to be encouraged to gamble, then there is no point in sending them those offers).
eta- when the houseman finally did go into the room and change the sheets, there was indeed blood on them... a very small spot, in the bottom corner, that had clearly been bleached but was still barely visible (you know how you can never get blood all the way out)... as far as the pubic hair that was supposedly on the sheets, the houseman couldn't see anything... the houseman did concede also that the room was a bit dusty and had obviously been rushed by housekeeping, and that the guest did have some legitimate complaints, but nothing nearly as bad as what she was claiming was the state of the room.
2:30am
Phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: Oh my God, I just got to my room (btw, I checked her in four hours prior) and it is a disaster, I pulled back the sheets and there is pubic hair and blood on them.
Me: I'm so sorry about that, I don't know why housekeeping would leave a room like that, but I will have our houseman come up with new sheets as quickly as he can.
SC: Please have him hurry.
I page the houseman, let him know the situation, and he starts getting new sheets for the room.
2:35am
phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: Why isn't the housekeeper here yet? It's been forever since I called you.
Me: Ma'am, I'm sorry, but you are in one of the further rooms in the hotel, it will take him a few minutes to get out there.
SC: Did you ever watch that cartoon Marvin the Martian?
Me: (
) Yes ma'am?SC: Well, because this room is horrible.
um...
2:45am
phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: What the hell kind of place are you running here? The guy showed up with a set of new sheets, how the hell is new sheets supposed to make the room clean?
Me: I'm sorry ma'am, but when you first called, all you asked about was new sheets, if you want, I can send him back to give it a quick cleaning. Obviously with how late it is, there is some things that he can't do because it would be too noisy, but he can make it better.
SC: No, that fucker left and refused to even put the new sheets on, you fuckers should be ashamed of yourself for renting such a terrible room, I'm going to talk to your fucking upper management, I know upper management, they'll listen to me, what the fuck are you going to do to make this right?
Me: I'm sorry ma'am, but if you don't want us to send the houseman back to clean the room, we can move you to another room.
SC: Well, I better damned well be getting a suite if I'm moved, and I want breakfast comped.
Me: Okay, I would need a supervisor's approval for that, if you can hold I can get in touch with them.
SC: No, I don't want to fucking hold, just call me back.
So at this point I pull up her reservation and her play history... I see an interesting thing in the notes.
Internal message: Friends with (VIP host). (employee ID of reservation agent)
Internal message: No she's not. (employee ID of said VIP host).
Oh joy, this will be fun.
At this point, this lovely lady had been yelling loud enough that my coworker could hear her, so he was already on the phone to the supervisor. He has explained what he has overheard and handed me the phone as soon as I was off the phone with SC.
Me: Hi (manager), it's Smiley, I know that (coworker) already explained a lot of the situation to you.
Manager: Yes, is it correct she was using f-bombs?
Me: Yes, that is correct.
Manager: Yeah, there's no way in hell I'm upgrading her, especially since she also verbally assaulted the houseman when he showed up with the sheets, I don't blame him for refusing to enter the room. I've got to go sign off on a jackpot payout and I'll call her back myself.
2:55am
phone rings
Me: Front desk, this is Smiley, how may I help you?
SC: Yeah, why the hell haven't you called me back?
Me: I'm sorry ma'am, I spoke to my supervisor, and she wanted to look into what could be done personally and speak to you directly once she had, I think she was just about ready to call you. If you would like I can page her to call you right now.
SC: Her?
Me: Yes, the manager on duty is (manager)
SC: Is she the one who is out on the casino floor?
Me: Yes ma'am, we only have one manager on duty on graveyard shift (not entirely true, we also have a cage manager on duty and a security manager on duty, but neither of them can help with guest services).
SC: No, I don't want to talk to her, I want to talk to the male supervisor.
Me: I'm sorry ma'am, but she is the only supervisor here.
SC: No, I want to talk to the male supervisor that I'm friends with.
Me: I'm sorry ma'am, but as I said, she is the only supervisor here, if you give me the manager's name that you normally work with, I can leave them a message to contact you as soon as they get in.
SC: The male one that I worked with last time! (note, I am not redacting the name, she literally did keep saying "the male supervisor")
Me: I'm sorry ma'am, but we have several male supervisors, I would need their name to leave a message.
SC: You know what, fuck it, just have the houseman bring the damned sheets, tell that bitch not to call me, I'll just call the male supervisor in the morning.
So, I send the houseman back out, I call the manager on duty to update her.
Me: Hey (manager), SC called back, I explained to her that you were looking into it and would be calling her shortly, and after finding out it was you, she decided to just have the houseman come and give her new sheets and asked that you not call her.
Manager: That doesn't surprise me... I had to kick her out of (restaurant) because she was in there 2 hours after they closed wandering around completely drunk.
Oh, and to add a bonus to this story... other than forgetting who she name dropped, I looked up her play history, she has gambled twice with us, once in 2012 for half an hour on penny slots, once last month for one hour on penny slots, and she had absolutely no play this month... oh, and the reservationist forgot to redeem her offer at time of reservation. I of course fixed this. Now, if an offer is redeemed through the reservation system, it won't show you as having been in the casino, so it won't affect your average daily play levels (which are what determine what player level you are and what offers you get), and I could have gone in and retroactively done that in the reservation system... but you know what, she has been in the casino, and she should have been gambling if she is staying on our dime, so I redeemed it directly out of her players club account adding a big fat 0 into the equation for her average daily play level for her stay
Oh, and the fact that it is petty vengeance screwing up her player level was a secondary motivation, it is house policy that any time they are using an offer in person at the hotel to count it as a trip so it works into their player level (after all, the whole point of having people bring offers in is to encourage them to gamble, if they aren't going to be encouraged to gamble, then there is no point in sending them those offers).eta- when the houseman finally did go into the room and change the sheets, there was indeed blood on them... a very small spot, in the bottom corner, that had clearly been bleached but was still barely visible (you know how you can never get blood all the way out)... as far as the pubic hair that was supposedly on the sheets, the houseman couldn't see anything... the houseman did concede also that the room was a bit dusty and had obviously been rushed by housekeeping, and that the guest did have some legitimate complaints, but nothing nearly as bad as what she was claiming was the state of the room.
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