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JUST had this happen.
I'm MOD this week. Because we've been so busy at the motel, Area Manager has been letting Other MOD and I stay at home. For me, this isn't too different, since I live about half a mile from work.
Tonight, CW calls me. Keep in mind, we've been selling out for about a month straight (last night was actually the first night in over four weeks we didn't sell out). The room in question is along the first floor, quiet side, and has been continuously rented even longer (at least 40 days...without going into the office to double check, I'm not sure, but probably even much longer).
CW: "The guest in [room] says that their mattress is soaked. They're two adults and two kids, and I don't want to move them."
Me: "Wha?"
CW: "They say the mattress is moldy and soaked all the way through."
Me: This seems implausible. "You can try offering them a refund. You have no other rooms? Not just no doubles, but nothing at all?"
CW: "They don't want a refund; they want to sleep. And I have no other rooms."
Me: "Okay okay hang on....alright, here's what we'll do. We have a spare mattress in Boss Man's old apt. I think it's a double. Give me half an hour to get dressed and get down there, and help me move it."
CW: "Okay, I will let them know that."
I get up, apologizing to Hubby, and start getting ready. I put on my pants, my shirt, and then my phone rings.
Me: "Hello?"
CW: "Yeah, it's CW. The guests in [room] decided they don't want a new mattress."
Me: "But...so they're leaving?"
CW: "No. They don't want to wake up their baby. They just want to go to sleep."
Me: "Wait...they claim their mattress is soaked, but they don't want any solution that would involve waking up their kid, which would be any solution at all."
CW: "Yes."
Me: "Then...offer them extra mattress pads and blankets?"
CW: "I offered them extra sheets, and they said the mattress was soaked and it would do no good. I told them we could change the mattress, but they don't want that. They just want to stay in the room."
Me: "Um...okay? Just....wha?"
CW: "Yeah, I know."
Me: "I guess...you can give them a refund? But have Other MOD inspect that bed in the morning. Without seeing it, I'm having a hard time believing it."
CW: "Yeah, they said that the bed and the sheets were moldy. I think the person cleaning the room would notice that. I even told them that room has been rented every night for over a month."
Me: "Yeah...I smell a scam. Those are definitely fresh sheets."
CW: "Me too. I haven't actually offered them a refund yet. I just offered to change their sheets and their mattress and they didn't like that."
Me: "Okay...well then, if they come down and really push for one, then you can give it to them just to shut them up, and we can ban them later after we confirm they're scamming us. Only if they really push it, though. Don't offer it. But one way or another, write down all the solutions you did offer that they denied, and pass this all along to day shift and Other MOD."
CW: "Okay. Sorry to wake you."
Me: "No problem. It's why I'm here."
CW: "I also need pillows."
Me: *tells her where I think we have spare pillows hiding in storage*
Mattress wet? Plausible. Mattress moldy? Much less plausible. (Stained? Plausible. Mold? No.) Mattress and sheets moldy? When that room's been rented for over 40 consecutive nights? Pretty friggin' impossible.
Methinks they didn't want a mattress swap because then they'd have been found out.
I'm MOD this week. Because we've been so busy at the motel, Area Manager has been letting Other MOD and I stay at home. For me, this isn't too different, since I live about half a mile from work.
Tonight, CW calls me. Keep in mind, we've been selling out for about a month straight (last night was actually the first night in over four weeks we didn't sell out). The room in question is along the first floor, quiet side, and has been continuously rented even longer (at least 40 days...without going into the office to double check, I'm not sure, but probably even much longer).
CW: "The guest in [room] says that their mattress is soaked. They're two adults and two kids, and I don't want to move them."
Me: "Wha?"
CW: "They say the mattress is moldy and soaked all the way through."
Me: This seems implausible. "You can try offering them a refund. You have no other rooms? Not just no doubles, but nothing at all?"
CW: "They don't want a refund; they want to sleep. And I have no other rooms."
Me: "Okay okay hang on....alright, here's what we'll do. We have a spare mattress in Boss Man's old apt. I think it's a double. Give me half an hour to get dressed and get down there, and help me move it."
CW: "Okay, I will let them know that."
I get up, apologizing to Hubby, and start getting ready. I put on my pants, my shirt, and then my phone rings.
Me: "Hello?"
CW: "Yeah, it's CW. The guests in [room] decided they don't want a new mattress."
Me: "But...so they're leaving?"
CW: "No. They don't want to wake up their baby. They just want to go to sleep."
Me: "Wait...they claim their mattress is soaked, but they don't want any solution that would involve waking up their kid, which would be any solution at all."
CW: "Yes."
Me: "Then...offer them extra mattress pads and blankets?"
CW: "I offered them extra sheets, and they said the mattress was soaked and it would do no good. I told them we could change the mattress, but they don't want that. They just want to stay in the room."
Me: "Um...okay? Just....wha?"
CW: "Yeah, I know."
Me: "I guess...you can give them a refund? But have Other MOD inspect that bed in the morning. Without seeing it, I'm having a hard time believing it."
CW: "Yeah, they said that the bed and the sheets were moldy. I think the person cleaning the room would notice that. I even told them that room has been rented every night for over a month."
Me: "Yeah...I smell a scam. Those are definitely fresh sheets."
CW: "Me too. I haven't actually offered them a refund yet. I just offered to change their sheets and their mattress and they didn't like that."
Me: "Okay...well then, if they come down and really push for one, then you can give it to them just to shut them up, and we can ban them later after we confirm they're scamming us. Only if they really push it, though. Don't offer it. But one way or another, write down all the solutions you did offer that they denied, and pass this all along to day shift and Other MOD."
CW: "Okay. Sorry to wake you."
Me: "No problem. It's why I'm here."
CW: "I also need pillows."
Me: *tells her where I think we have spare pillows hiding in storage*
Mattress wet? Plausible. Mattress moldy? Much less plausible. (Stained? Plausible. Mold? No.) Mattress and sheets moldy? When that room's been rented for over 40 consecutive nights? Pretty friggin' impossible.
Methinks they didn't want a mattress swap because then they'd have been found out.
And I can also see putting off minor fixes til morning in order to not wake a sleeping child, if you have a child that's impossible to get back to sleep. 
) rather than accept any one of several solutions or work-arounds, then the alarm bells are ringing loud and clear. Much easier to get a refund as well as future freebies of all sorts from corporate. After all, "I had to put up with intolerable conditions" sounds ever so much better than "I was inconvenienced by having intolerable conditons corrected promptly" 
She checked the bed, and it was absolutely fine. 
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