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ID... 10 T
Had a guest come in on my shift the other day. He had booked the room through our website, and showed up around 1 AM.
Since I ask for ID from ALL our guests, I asked him for "Photo ID, and the CC used to book the room."
He handed over the CC, but held back the ID. First he wanted to know what I wanted it for, and when I told him it was to verify who he was, he said "You have my CC, with my name on it, it matches the Reservation, right?"
I insisted on ID, and he held it so I could see it, but still refused to hand it over.
I finally managed to wrangle his ID from him, I then informed him that we have to photocopy ID's from all of our guests (not actually true, but when you act THAT suspiciously, I am gonna take a few additional measures).
He did not like that.
He asked why, and I gave the standard hotel response that we've had guests mess up our rooms, and we weren't able to make additional charges to the CC, so we now copy everyone's ID.
He then demanded that we give him the copy when he checks out (which defeats the purpose of copying the ID in the first place
) and I refused, stating that we need it to make sure the room is in order after he leaves. Then he wanted us to mail it to him, and I told him that wasn't gonna happen.
He then tries to pull the it's against the law routine, stating that keeping ID copies without the individuals permission violates Some Federal Act, and that he insisted we give it back to him in the morning. Whether or not that was true, I'm not sure, and rather than play chicken with the law, I told him that if he didn't want us to retain a copy of his ID, he was welcome to go elsewhere. He didn't wish to take me up on that offer, and finally relented to have his ID copied, stating he was going to make a complaint to corporate (which really isn't gonna care too much).
Did I mention he was a Canadian "Police Officer"?
I'm Gonna Sleep in my Truck
The first half take place before I came in for my shift.
We had a guest check in at the Weekly Rate, which you pay the full amount up front, and it is NON REFUNDABLE (you sign an agreement and everything). He left after one day.
Later that day either he, or someone from his company, called to say that they had someone coming in to occupy that room. To be nice, we agreed to allow them to pick up the remaining days on this agreement.
We shoulda known better.
The woman comes in, and signs the reg. card. The she finds out that the room is on the 2nd floor. Well she can't climb the stairs as she is handicapped. She insists we move the room. Sally can't do this as their isn't a 1st floor Handicapped room available for the remainder of the week left in the reservation. This sends the woman into orbit.
She insists that we MUST provide a handicapped room to anyone who is handicapped, per the ADA (i.e. the law says I'm right). When Sally explains that that is NOT the case, the woman doesn't want to listen.
At some point the woman asks for pillows and blankets, which Sally refuses, as their are plenty of them in the room she is supposed to be in. The woman then says she will sleep on one of our Lobby couches, which Sally also denies her.
She then goes to sleep in her truck. Sally asks the GM what to do, and he says he'll be there soon, and he'll take care of it, but to lock her out of the room.
This all took place around 12:30 AM.
I came in at 1 AM.
At 2:45AM she walks through to use the bathroom, followed by my GM. He asks me if that's the lady, and I say yes, but then retract it, because I never actually saw her before.
My GM starts to talk to her, allowing her the opportunity to get into the original room, but she starts off belligerent. She insists (as she did to Sally) that the company paid for the room with a check, but eventually concedes our point that the OG paid for it with his CC. Since some of the rooms were being held on a management hold, he tells the guest that if she wants a ground floor room, she will have to pay for it separately.
She refuses.
She eventually leaves (after my GM threatened to call the police on her if she continued to sleep in her truck on our property) while threatening to call AAA, our corporate, the BBB, and the company she's contracted with (which doesn't phase my GM in the least).
SC
Had a guest come in on my shift the other day. He had booked the room through our website, and showed up around 1 AM.
Since I ask for ID from ALL our guests, I asked him for "Photo ID, and the CC used to book the room."
He handed over the CC, but held back the ID. First he wanted to know what I wanted it for, and when I told him it was to verify who he was, he said "You have my CC, with my name on it, it matches the Reservation, right?"
I insisted on ID, and he held it so I could see it, but still refused to hand it over.
I finally managed to wrangle his ID from him, I then informed him that we have to photocopy ID's from all of our guests (not actually true, but when you act THAT suspiciously, I am gonna take a few additional measures).
He did not like that.
He asked why, and I gave the standard hotel response that we've had guests mess up our rooms, and we weren't able to make additional charges to the CC, so we now copy everyone's ID.
He then demanded that we give him the copy when he checks out (which defeats the purpose of copying the ID in the first place
) and I refused, stating that we need it to make sure the room is in order after he leaves. Then he wanted us to mail it to him, and I told him that wasn't gonna happen.He then tries to pull the it's against the law routine, stating that keeping ID copies without the individuals permission violates Some Federal Act, and that he insisted we give it back to him in the morning. Whether or not that was true, I'm not sure, and rather than play chicken with the law, I told him that if he didn't want us to retain a copy of his ID, he was welcome to go elsewhere. He didn't wish to take me up on that offer, and finally relented to have his ID copied, stating he was going to make a complaint to corporate (which really isn't gonna care too much).
Did I mention he was a Canadian "Police Officer"?
I'm Gonna Sleep in my Truck
The first half take place before I came in for my shift.
We had a guest check in at the Weekly Rate, which you pay the full amount up front, and it is NON REFUNDABLE (you sign an agreement and everything). He left after one day.
Later that day either he, or someone from his company, called to say that they had someone coming in to occupy that room. To be nice, we agreed to allow them to pick up the remaining days on this agreement.
We shoulda known better.
The woman comes in, and signs the reg. card. The she finds out that the room is on the 2nd floor. Well she can't climb the stairs as she is handicapped. She insists we move the room. Sally can't do this as their isn't a 1st floor Handicapped room available for the remainder of the week left in the reservation. This sends the woman into orbit.
She insists that we MUST provide a handicapped room to anyone who is handicapped, per the ADA (i.e. the law says I'm right). When Sally explains that that is NOT the case, the woman doesn't want to listen.
At some point the woman asks for pillows and blankets, which Sally refuses, as their are plenty of them in the room she is supposed to be in. The woman then says she will sleep on one of our Lobby couches, which Sally also denies her.
She then goes to sleep in her truck. Sally asks the GM what to do, and he says he'll be there soon, and he'll take care of it, but to lock her out of the room.
This all took place around 12:30 AM.
I came in at 1 AM.
At 2:45AM she walks through to use the bathroom, followed by my GM. He asks me if that's the lady, and I say yes, but then retract it, because I never actually saw her before.
My GM starts to talk to her, allowing her the opportunity to get into the original room, but she starts off belligerent. She insists (as she did to Sally) that the company paid for the room with a check, but eventually concedes our point that the OG paid for it with his CC. Since some of the rooms were being held on a management hold, he tells the guest that if she wants a ground floor room, she will have to pay for it separately.
She refuses.
She eventually leaves (after my GM threatened to call the police on her if she continued to sleep in her truck on our property) while threatening to call AAA, our corporate, the BBB, and the company she's contracted with (which doesn't phase my GM in the least).
SC
), and wind up locked out. Needless to say, they don't have their ID on them. Does this mean your hotel won't let them back into their room?
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