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So, yesterday I was MOD/Front Desk, and I checked in a family that was travelling together. There was an older couple together in one room, and an older lady in the second room. The husband in the couple and the lady in her own room were cousins. We shall call the couple DW (wife) and DH (husband), and the solo lady SL.
Today, I was MOD and doing laundry. As I was running fresh linens to the storage closet, I see DW and SL standing in front of SL's door.
SL: "My key doesn't work. It just shows red."
Me: "That probably means it's demagnetized. They like to do that." *I open the door for SL, since I know it's her room* "At your earliest convenience, you'll want to stop by the desk, and they'll make you a new one."
I put my linens away, and as I come back around the corner, I hear DH ranting.
DH: "Idiots! Stupid idiots!"
Me: "What's the matter?"
DH: "She wouldn't give me a key to her room!"
Me: "Oh, well, SL would have to go up. [Coworker] didn't check you in, so she wouldn't know you are travelling together, so she needs to see SL's ID to make a key."
DH: "[Coworker] did check us in!"
DW: "No..."
DH: "...wait, no YOU checked us in!"
Me: "Yes. So [Coworker] would need to see some ID."
DW laughs it off to me, and turns to explain it to her husband (DW understood it.)
I put my laundry cart away, and start to head up to the office. DH corners me again.
DH: "She's not even listed on the room!"
Me: "She should be. I'll look into it."
SL: "My name is SL. I should be on there."
Me: "I don't know why you wouldn't be."
I go to the office and verify that yes, SL's name is on the room. I issue a key, and go back out. I don't see anyone in SL's room, so I poke my head into DH/DW's room since their door was open.
Me: "Is SL here?"
DW: "No, she's in the laundry."
Me: "Okay."
DH: "They didn't have her listed on the room!"
Me: "Actually, they did. Everything checks out."
DH: "Why wouldn't they tell me! I'm her cousin, and I just wanted to verify that it was paid for two nights! We paid for two nights, and she paid for two nights!"
Me: "Well, [Coworker] hasn't seen you before and doesn't know you're cousins, so she wouldn't give out information to anyone not on the room."
DH: "She wouldn't even acknowledge SL was in the room!"
Me: "We don't give out that information to other guests. Like I said, she didn't check you in, and didn't know you were related, so she wouldn't tell you that information. SL would have to go up there herself. But I went ahead and made the key for her here."
As I left, I could hear DW trying to reiterate what I just said to DH, who was still irate about it. I found SL in the guest laundry room and gave her the key and told her that everything on her registration was correct, and she thanked me.
I then explained to [Coworker] what happened on my end, and that she did everything right on her end.
Today, I was MOD and doing laundry. As I was running fresh linens to the storage closet, I see DW and SL standing in front of SL's door.
SL: "My key doesn't work. It just shows red."
Me: "That probably means it's demagnetized. They like to do that." *I open the door for SL, since I know it's her room* "At your earliest convenience, you'll want to stop by the desk, and they'll make you a new one."
I put my linens away, and as I come back around the corner, I hear DH ranting.
DH: "Idiots! Stupid idiots!"
Me: "What's the matter?"
DH: "She wouldn't give me a key to her room!"
Me: "Oh, well, SL would have to go up. [Coworker] didn't check you in, so she wouldn't know you are travelling together, so she needs to see SL's ID to make a key."
DH: "[Coworker] did check us in!"
DW: "No..."
DH: "...wait, no YOU checked us in!"
Me: "Yes. So [Coworker] would need to see some ID."
DW laughs it off to me, and turns to explain it to her husband (DW understood it.)
I put my laundry cart away, and start to head up to the office. DH corners me again.
DH: "She's not even listed on the room!"
Me: "She should be. I'll look into it."
SL: "My name is SL. I should be on there."
Me: "I don't know why you wouldn't be."
I go to the office and verify that yes, SL's name is on the room. I issue a key, and go back out. I don't see anyone in SL's room, so I poke my head into DH/DW's room since their door was open.
Me: "Is SL here?"
DW: "No, she's in the laundry."
Me: "Okay."
DH: "They didn't have her listed on the room!"
Me: "Actually, they did. Everything checks out."
DH: "Why wouldn't they tell me! I'm her cousin, and I just wanted to verify that it was paid for two nights! We paid for two nights, and she paid for two nights!"
Me: "Well, [Coworker] hasn't seen you before and doesn't know you're cousins, so she wouldn't give out information to anyone not on the room."
DH: "She wouldn't even acknowledge SL was in the room!"
Me: "We don't give out that information to other guests. Like I said, she didn't check you in, and didn't know you were related, so she wouldn't tell you that information. SL would have to go up there herself. But I went ahead and made the key for her here."
As I left, I could hear DW trying to reiterate what I just said to DH, who was still irate about it. I found SL in the guest laundry room and gave her the key and told her that everything on her registration was correct, and she thanked me.
I then explained to [Coworker] what happened on my end, and that she did everything right on her end.
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