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SL - screaming lady
CW - coworker
OL - other lady
AS - assistant manager
This story happend prolly my 2nd year working at this hotel. At the time I was working many different types of shifts, and that night I was on the evening shift. It was sometime during summer, and the hotel was booked solid. The pool had been a happening place all afternoon. The pool is viewable at the front desk, and the entrance is down a hallway to the left of the front desk. The hallway that leads to the pool is solid flooring. So, we place "caution wet floor" signs up in the hallway because most people don't bother to wipe themselves off after leaving the poor. It can get slippery so we put up the signs and mop periodically.
My CW and I were just about finished with our shift. We were having a bit of downtime so we were both resting a bit & chatting. The pool had just emptied a large crowd of teen girls. We hear some chatter of people coming down the hallway, nothing new there. Next thing we know, there is a *thwack* and a child starts crying. Right away a woman starts screaming as loud as she could, "We all gonna sue the f*** out of this place!" My coworker shoots for the door and I pick up the phone ready to dial & start yelling, "Do you need 911?!" My worker ran out of the door and towards the hallway to be met by a rather larger lady limping & screaming the same phrase over & over again. She was accomanied by another larger lady who is following with a little boy in hand. They are both yelling. I ask if they need to me call 911 again & again. I finally put the phone when the OL says they do not need 911. I should have just called it because it doesn't cost anyone a thing to at least have the paramedics come & check them out. Live & learn I guess.
The story finally comes out that the ladies were coming down with the little boy in their arms barefoot and slipped on the water in the hallway. The SL who is still screaming says she landed on the little boy. My CW and I had no idea how to react to the woman screaming her lungs out. She kept on telling us that if anything was wrong with the little boy we would regret it forever. Of course they tell us to call a manager right away, and they are gonna sue the *** out of the place...etc. The SL says that her ancle is killing her because she hurt it. We tell her to please sit. She pulls the chair just to the left of the desk & continues yelling. Soon, a man comes up to the desk with the little boy & says he is going to bring the little boy to the emergency room because his head feels hot & he says there is a bump developing. We both tell him to please go, and he stands in front of us for a minute holding the little boys head with one hand. He then says, "I am gonna go bring him to the emergency room." We are both like, "yes please go." During all of that, the SL is still screaming at us. At this point we are trying to call our manager but the SL is yelling too much. I am on the phone with our manager & the SL starts yelling, "They won't let me call the police!" At that she gets up and starts coming towards the desk yelling about not being able to contact the police. At that point I am thinking, "I asked if you wanted me to call 911? aka help like the police and/or an ambulance." By this time other guests are passing by & looking at this woman like she is nuts. A couple guests stop at the desk & ask if we are alright. We must have looked a fright because they looked very concerned. We of course tell them with the calmest face we can give, "Yes we are fine, thank you."
I look at my CW & tell our manager I am going to transfer them to the sales desk in back to let him know what is going on. We both assure the lady that she can call the police if she wants (but it's a civil problem, they can't do anything), and we dial her up. The OL is back in the lobby now & brings the chair over to the hurt, SL and we dial her up & hand her the phone. Of course, she is freaking out on the phone as well.
I leave the front desk, and run back to the sales desk to answer the phone call I just transferred. I fill in to him what is going on thus far, and he says he is sending the AS there as well, because he lived about a half an hour from the location and she was only a few blocks away. It seems like an eternity because of SL, but the AS gets there pretty quick. She enters to a SL... AS walks up to the desk and asks what is going on. We both start to tell her & the SL starts screaming again. AS politely asks her to calm down, which pissed this lady off more. I tell her that we had the we floor signs up and the lady chimes in, "There were no signs, my son had to (the gentleman who took the little boy to the ER?) bring the wet floor sign out in the hall because it had been thrown into the pool." What? That was complete b.s., because it had been there last time we checked & it was mysteriously in the same place we had it? She tells AS that we refused to let her call the police, and I start to chime in as politely as I could, "We let her call the police." Of course she yells that she had to beg us. Whatever. AS asks me to please get a mop and start cleaning up any water that is over there. I head to grab a clean mop head & the mop bucket from housekeeping & start the cleaning. AS comes into the hallway and asks me to tell her (cuz lady was still screaming) what happened, was the sign in the pool?, etc. I start to tell her everything I know & the SL follows her & starts yelling at me about how I am a liar etc. My AS actually tells this lady to not scream at her employee and to please calm down. Well, there is nothing to settle this woman down.
I end up finishing the mopping, and the new shift is coming on and coming down the hall to clock-in. I tell her that we had a bad situaion, and she says "We'll get it handled." She is usually so calm. Anyway, I get up to my CW and by that time the manager is there and so are the police. The cops can't seem to calm down SL. Our replacement comes in and we are told to please to sit in back because the police are going to need statements. We are handed paper to write them on. My CW and I get back there, start writing, and don't say a thing. One of the police comes in & we hand him the statements. Then he asks us what went on. We both burst into tears. He tells us it's okay, there is nothing they can do anyway since it's a civil matter only, nothing criminal has gone on.
The lady finally goes the the ER to get her ancle looked at. My CW and I head home.
The next day we find out the lady got her room for free, and claims her ancle was shattered. From a fall? Well, she wasn't a small woman it could have been what did her in.
The hotel's insurance ends up paying the medical bills. Everyone was fine, including the little boy. He possibly had a mild concussion apparently. It was a really scaring situation to have a lady screaming & screaming at you like that. I guess I we were so upset because we had wanted to help, they refused at first, then they kept yelling that they were going to sue the hotel. We go through basic first aid and CPR training, but we don't go through how to handle insane SL traning. And the lesson here is...don't go barefoot to a pool!!!
CW - coworker
OL - other lady
AS - assistant manager
This story happend prolly my 2nd year working at this hotel. At the time I was working many different types of shifts, and that night I was on the evening shift. It was sometime during summer, and the hotel was booked solid. The pool had been a happening place all afternoon. The pool is viewable at the front desk, and the entrance is down a hallway to the left of the front desk. The hallway that leads to the pool is solid flooring. So, we place "caution wet floor" signs up in the hallway because most people don't bother to wipe themselves off after leaving the poor. It can get slippery so we put up the signs and mop periodically.
My CW and I were just about finished with our shift. We were having a bit of downtime so we were both resting a bit & chatting. The pool had just emptied a large crowd of teen girls. We hear some chatter of people coming down the hallway, nothing new there. Next thing we know, there is a *thwack* and a child starts crying. Right away a woman starts screaming as loud as she could, "We all gonna sue the f*** out of this place!" My coworker shoots for the door and I pick up the phone ready to dial & start yelling, "Do you need 911?!" My worker ran out of the door and towards the hallway to be met by a rather larger lady limping & screaming the same phrase over & over again. She was accomanied by another larger lady who is following with a little boy in hand. They are both yelling. I ask if they need to me call 911 again & again. I finally put the phone when the OL says they do not need 911. I should have just called it because it doesn't cost anyone a thing to at least have the paramedics come & check them out. Live & learn I guess.
The story finally comes out that the ladies were coming down with the little boy in their arms barefoot and slipped on the water in the hallway. The SL who is still screaming says she landed on the little boy. My CW and I had no idea how to react to the woman screaming her lungs out. She kept on telling us that if anything was wrong with the little boy we would regret it forever. Of course they tell us to call a manager right away, and they are gonna sue the *** out of the place...etc. The SL says that her ancle is killing her because she hurt it. We tell her to please sit. She pulls the chair just to the left of the desk & continues yelling. Soon, a man comes up to the desk with the little boy & says he is going to bring the little boy to the emergency room because his head feels hot & he says there is a bump developing. We both tell him to please go, and he stands in front of us for a minute holding the little boys head with one hand. He then says, "I am gonna go bring him to the emergency room." We are both like, "yes please go." During all of that, the SL is still screaming at us. At this point we are trying to call our manager but the SL is yelling too much. I am on the phone with our manager & the SL starts yelling, "They won't let me call the police!" At that she gets up and starts coming towards the desk yelling about not being able to contact the police. At that point I am thinking, "I asked if you wanted me to call 911? aka help like the police and/or an ambulance." By this time other guests are passing by & looking at this woman like she is nuts. A couple guests stop at the desk & ask if we are alright. We must have looked a fright because they looked very concerned. We of course tell them with the calmest face we can give, "Yes we are fine, thank you."
I look at my CW & tell our manager I am going to transfer them to the sales desk in back to let him know what is going on. We both assure the lady that she can call the police if she wants (but it's a civil problem, they can't do anything), and we dial her up. The OL is back in the lobby now & brings the chair over to the hurt, SL and we dial her up & hand her the phone. Of course, she is freaking out on the phone as well.
I leave the front desk, and run back to the sales desk to answer the phone call I just transferred. I fill in to him what is going on thus far, and he says he is sending the AS there as well, because he lived about a half an hour from the location and she was only a few blocks away. It seems like an eternity because of SL, but the AS gets there pretty quick. She enters to a SL... AS walks up to the desk and asks what is going on. We both start to tell her & the SL starts screaming again. AS politely asks her to calm down, which pissed this lady off more. I tell her that we had the we floor signs up and the lady chimes in, "There were no signs, my son had to (the gentleman who took the little boy to the ER?) bring the wet floor sign out in the hall because it had been thrown into the pool." What? That was complete b.s., because it had been there last time we checked & it was mysteriously in the same place we had it? She tells AS that we refused to let her call the police, and I start to chime in as politely as I could, "We let her call the police." Of course she yells that she had to beg us. Whatever. AS asks me to please get a mop and start cleaning up any water that is over there. I head to grab a clean mop head & the mop bucket from housekeeping & start the cleaning. AS comes into the hallway and asks me to tell her (cuz lady was still screaming) what happened, was the sign in the pool?, etc. I start to tell her everything I know & the SL follows her & starts yelling at me about how I am a liar etc. My AS actually tells this lady to not scream at her employee and to please calm down. Well, there is nothing to settle this woman down.
I end up finishing the mopping, and the new shift is coming on and coming down the hall to clock-in. I tell her that we had a bad situaion, and she says "We'll get it handled." She is usually so calm. Anyway, I get up to my CW and by that time the manager is there and so are the police. The cops can't seem to calm down SL. Our replacement comes in and we are told to please to sit in back because the police are going to need statements. We are handed paper to write them on. My CW and I get back there, start writing, and don't say a thing. One of the police comes in & we hand him the statements. Then he asks us what went on. We both burst into tears. He tells us it's okay, there is nothing they can do anyway since it's a civil matter only, nothing criminal has gone on.
The lady finally goes the the ER to get her ancle looked at. My CW and I head home.
The next day we find out the lady got her room for free, and claims her ancle was shattered. From a fall? Well, she wasn't a small woman it could have been what did her in.
The hotel's insurance ends up paying the medical bills. Everyone was fine, including the little boy. He possibly had a mild concussion apparently. It was a really scaring situation to have a lady screaming & screaming at you like that. I guess I we were so upset because we had wanted to help, they refused at first, then they kept yelling that they were going to sue the hotel. We go through basic first aid and CPR training, but we don't go through how to handle insane SL traning. And the lesson here is...don't go barefoot to a pool!!!
"You'd feel a Hell of a lot better if you'd just rip into the occasional customer." 
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