Oh, this night has been a clusterfuck, and that's putting it nicely.
I was called in 2 hours early. Within 15 minutes of me coming in I get a phone call.
SC: Connect me to (guest) immediately.
Me: okay, one second while I transfer you.
seems normal enough.
two minutes later
SC: They aren't answering their phone, give me their room number, it's an emergency.
Me: I'm sorry, we are not permitted to give out room numbers, if you would like I can go check the room.
I place him on hold, go knock on the door, no answer, I walk around to outside, look in the window, no lights are on and nothing looks amiss, looks like no one is in the room. I go back and talk to the guy on the phone.
Me: It looks like the room is empty.
SC: did you go into the room?
Me: No, unless the guest authorizes it, or I have been instructed by law enforcement or fire or medical emergency personel, I cannot enter a room.
SC: well, how do you know everything is alright if you don't go inside.
Me: unfortunately I can't, however, those are the rules that corporate has set that I must follow.
SC: fine, I'll just call the police then.
Me: If you feel that is necassary then I suggest you do, unfortunately at this point without being instructed by law enforcement, there is nothing more I can do.
He hangs up, I expect that this is done.
Nope.
About 20 minutes later this guy shows up who's obviously pissed... now at this time Delta is cancelling flights, so I just assume that it's a guy from Delta... oh no... no, God is not that kind.
SC: Yeah, I need to know what room (name) is in. She's kidnapped my daughter and I know she's here.
Me: I'm sorry sir, but you will have to contact law enforcement.
SC: Don't you care that a child is missing.
Me: Yes sir, it concerns me greatly, which is why I am going to go exactly by the book and ask you to contact law enforcement so that they, who have received training in exactly how to handle the situation, can handle it.
SC: My daughter is in danger and you don't care!
Me: Sir, as I said, I do care, but corporate rules say that I must have you report it to law enforcement, once law enforcement arrives I will provide any assistance they require, but at their direction.
SC: Well, if you care so much, why didn't you inform law enforcement when you saw a woman with a crying child check in at around 8?
Me: Two things, one I wasn't even here until 9, and, if I may be so blunt, if I reported every parent with a crying child the police would never leave... crying children aren't unusual after a long day of travel. If what you say is true, the person who has your daughter knows this and knows that an upset child is not out of the ordinary at an airport hotel, and makes it even more important for you to contact law enforcement so that the trained professionals can handle this.
SC: Fine, but I hope you appreciate having the FBI and SWAT storming this place.
Me: I personally wouldn't like to see that, but if that is what law enforcement deems to be necassary for the safety of your child I welcome it.
SC: Why the fuck are you so adoment about not letting me handle this myself?
Me: Because the last time a parent handled it themselves in Salt Lake, it turned out that the child was not kidnapped, the child had ran away, and the two men who had found her and were watching over her while waiting for police to arrive to take her home were found by the parents before the police arrived, the parents jumped to conclusions, attacked the two men who had found their daughter, put both of them in the hospital and one of them in a coma. I do not believe that you would do the same thing, but I am not willing to violate corporate rules knowing that may be the consequence.
SC: Fine, be a paranoid prick. I guess we'll just have to get the police involved if you won't help us.
Fina-bloodily... that is what I have been asking you to do from the beginning.
Oh, but it gets better.
15 minutes later he comes back in.
SC: I just got a call from my wife, my daughter just showed up at home... apparently she ran away and made up the story when she called me so I wouldn't go out looking for her. She always did have a problem with that aunt that is visiting. Had you not been so paranoid though and just given me the room number and opened up the room I could have found that out 15 minutes ago.
Me: Well, what's important is that she's safe, have a good evening.
SC: you aren't going to apologize for being so unhelpful.
Me: Nope. I followed corporate policy to the letter, if you have a problem with the company's policy, I suggest that you contact the corporate office, here, I have their phone number for you. *hands over card for corporate*
SC: Oh you better believe corporate is going to here hell about this. You are the least helpful employee I've ever met.
And he storms out.
So lets recap, daughter runs away from home (and having met her dad, I'm not sure I blame her), blames her aunt, and her dad is adament that he doesn't want to call police, he just wants to handle it himself. I think we may have the family of the year award here.
I was called in 2 hours early. Within 15 minutes of me coming in I get a phone call.
SC: Connect me to (guest) immediately.
Me: okay, one second while I transfer you.
seems normal enough.
two minutes later
SC: They aren't answering their phone, give me their room number, it's an emergency.
Me: I'm sorry, we are not permitted to give out room numbers, if you would like I can go check the room.
I place him on hold, go knock on the door, no answer, I walk around to outside, look in the window, no lights are on and nothing looks amiss, looks like no one is in the room. I go back and talk to the guy on the phone.
Me: It looks like the room is empty.
SC: did you go into the room?
Me: No, unless the guest authorizes it, or I have been instructed by law enforcement or fire or medical emergency personel, I cannot enter a room.
SC: well, how do you know everything is alright if you don't go inside.
Me: unfortunately I can't, however, those are the rules that corporate has set that I must follow.
SC: fine, I'll just call the police then.
Me: If you feel that is necassary then I suggest you do, unfortunately at this point without being instructed by law enforcement, there is nothing more I can do.
He hangs up, I expect that this is done.
Nope.
About 20 minutes later this guy shows up who's obviously pissed... now at this time Delta is cancelling flights, so I just assume that it's a guy from Delta... oh no... no, God is not that kind.
SC: Yeah, I need to know what room (name) is in. She's kidnapped my daughter and I know she's here.
Me: I'm sorry sir, but you will have to contact law enforcement.
SC: Don't you care that a child is missing.
Me: Yes sir, it concerns me greatly, which is why I am going to go exactly by the book and ask you to contact law enforcement so that they, who have received training in exactly how to handle the situation, can handle it.
SC: My daughter is in danger and you don't care!
Me: Sir, as I said, I do care, but corporate rules say that I must have you report it to law enforcement, once law enforcement arrives I will provide any assistance they require, but at their direction.
SC: Well, if you care so much, why didn't you inform law enforcement when you saw a woman with a crying child check in at around 8?
Me: Two things, one I wasn't even here until 9, and, if I may be so blunt, if I reported every parent with a crying child the police would never leave... crying children aren't unusual after a long day of travel. If what you say is true, the person who has your daughter knows this and knows that an upset child is not out of the ordinary at an airport hotel, and makes it even more important for you to contact law enforcement so that the trained professionals can handle this.
SC: Fine, but I hope you appreciate having the FBI and SWAT storming this place.
Me: I personally wouldn't like to see that, but if that is what law enforcement deems to be necassary for the safety of your child I welcome it.
SC: Why the fuck are you so adoment about not letting me handle this myself?
Me: Because the last time a parent handled it themselves in Salt Lake, it turned out that the child was not kidnapped, the child had ran away, and the two men who had found her and were watching over her while waiting for police to arrive to take her home were found by the parents before the police arrived, the parents jumped to conclusions, attacked the two men who had found their daughter, put both of them in the hospital and one of them in a coma. I do not believe that you would do the same thing, but I am not willing to violate corporate rules knowing that may be the consequence.
SC: Fine, be a paranoid prick. I guess we'll just have to get the police involved if you won't help us.
Fina-bloodily... that is what I have been asking you to do from the beginning.
Oh, but it gets better.
15 minutes later he comes back in.
SC: I just got a call from my wife, my daughter just showed up at home... apparently she ran away and made up the story when she called me so I wouldn't go out looking for her. She always did have a problem with that aunt that is visiting. Had you not been so paranoid though and just given me the room number and opened up the room I could have found that out 15 minutes ago.
Me: Well, what's important is that she's safe, have a good evening.
SC: you aren't going to apologize for being so unhelpful.
Me: Nope. I followed corporate policy to the letter, if you have a problem with the company's policy, I suggest that you contact the corporate office, here, I have their phone number for you. *hands over card for corporate*
SC: Oh you better believe corporate is going to here hell about this. You are the least helpful employee I've ever met.
And he storms out.
So lets recap, daughter runs away from home (and having met her dad, I'm not sure I blame her), blames her aunt, and her dad is adament that he doesn't want to call police, he just wants to handle it himself. I think we may have the family of the year award here.
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