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Hoo boy, this was a perfect storm.
Our motel is apparently pretty old and some of the fixtures aren't totally modernized. Bear with me. The light switches need a plastic tag to act as a breaker for the electricity. Inside the socket are individual switches that turn on the lights or the power sockets or the electricity. Sometimes if you pull the key out too quickly it glides over some of the switches and leave them in the on position. So when you put the key back in, you have to force it to get the key over the switch.
I start my shift and I'm briefed on a problem in one of the rooms. Somehow, the guest forced the key into the socket the wrong way and got it stuck. We had to call an electrician to get the key out and to inspect the socket so nothing was exposed. Thankfully the clerk who checked the guest in the night before ran a security deposit on their card. My manager sent an email to the guest telling them what happened and we had to hold onto the security deposit. I was told that if the guest called back to brief them on what happened.
The guest eventually calls in after getting the email and I tell them that because the key got stuck in we had to hold the security deposit. Then the Karen comes out.
According to Karen when they checked in, the lights just turned on without the key. So that means the light switches were on. But the air con was not turning on. They didn't bother to try the key in the socket. Later on they went out and came back and didn't bother to try the key again. They finally tried the key in the middle of the night when they were being roasted alive in their room. Problem is, they didn't know how to put the key in. They figured it out eventually but for some reason the lights didn't turn on in the morning. They said they tried the key several times later but I don't know how that culminated in them sticking the key in the wrong way.
So Karen goes completely off the wall about this and I had to struggle to avoid using the words 'should', 'could' or 'responsibility' to avoid further ire while trying to explain that nothing was faulty about the electricity.
When I told them about the deposit, Karen would have none of it and demanded it refunded. I told them that if they wanted to negotiate, to call my supervisor in the morning. She said however that she doesn't want to call back because she doesn't want to explain everything again and she's 'busy' because she's traveling. I told her my supervisor would call her back. Lady, you're gonna go off at her anyway, so take the bloody initiative.
She also threatened to 'take it further'. Lady, you signed the terms and conditions when you checked in and you allowed us to perform a security deposit on your credit card. YOU. HAVE. SHIT.
Our motel is apparently pretty old and some of the fixtures aren't totally modernized. Bear with me. The light switches need a plastic tag to act as a breaker for the electricity. Inside the socket are individual switches that turn on the lights or the power sockets or the electricity. Sometimes if you pull the key out too quickly it glides over some of the switches and leave them in the on position. So when you put the key back in, you have to force it to get the key over the switch.
I start my shift and I'm briefed on a problem in one of the rooms. Somehow, the guest forced the key into the socket the wrong way and got it stuck. We had to call an electrician to get the key out and to inspect the socket so nothing was exposed. Thankfully the clerk who checked the guest in the night before ran a security deposit on their card. My manager sent an email to the guest telling them what happened and we had to hold onto the security deposit. I was told that if the guest called back to brief them on what happened.
The guest eventually calls in after getting the email and I tell them that because the key got stuck in we had to hold the security deposit. Then the Karen comes out.
According to Karen when they checked in, the lights just turned on without the key. So that means the light switches were on. But the air con was not turning on. They didn't bother to try the key in the socket. Later on they went out and came back and didn't bother to try the key again. They finally tried the key in the middle of the night when they were being roasted alive in their room. Problem is, they didn't know how to put the key in. They figured it out eventually but for some reason the lights didn't turn on in the morning. They said they tried the key several times later but I don't know how that culminated in them sticking the key in the wrong way.
So Karen goes completely off the wall about this and I had to struggle to avoid using the words 'should', 'could' or 'responsibility' to avoid further ire while trying to explain that nothing was faulty about the electricity.
When I told them about the deposit, Karen would have none of it and demanded it refunded. I told them that if they wanted to negotiate, to call my supervisor in the morning. She said however that she doesn't want to call back because she doesn't want to explain everything again and she's 'busy' because she's traveling. I told her my supervisor would call her back. Lady, you're gonna go off at her anyway, so take the bloody initiative.
She also threatened to 'take it further'. Lady, you signed the terms and conditions when you checked in and you allowed us to perform a security deposit on your credit card. YOU. HAVE. SHIT.
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