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Today started with a bang.
Things are busy but going along nicely and then we hit around 8:15 in the morning and the following happens....
Some background: the woman stayed with us before. She's heavily pregnant and has a two year old little boy with her who is cute as a button. The thing is, when they stayed with us last time, the little boy ground a bunch of gumbo or jambalaya into the carpet. It took several passes from the steam vac to get the damage up off the floor. Because of this, we added her to the black list.
Que this morning where she shows up at the front door of the hotel wanting to get a hotel room. My husband refused her a room and that's when it started.
She started screaming at the top of her lungs about how we can't do this, and how care we accuse her son of this when it's not true. My husband politely asked her to leave. At first. Then he started demanding she leave.
I stood up and I told her that we didn't want her here due to the damage she caused to the room and to leave the hotel now. And she got even louder, screaming at the top of her lungs saying "Touch me, I dare you, just touch me" and "I'm 36 weeks pregnant, you can't do this to me".
She got right up in my face screaming at me. She got so close that her stomach was touching mine and she was screaming in my face "I have three brothers, I'll make you regret this".
I ended up yelling at her "Get out or we are calling the police".
My husband at this point stepped in between us and told me to call the police so I went to the phone and did exactly that. In the meantime, we had another guest come to the front desk and want to check out and he was shaking his head at her. I was yelling over her screaming and apologizing to him.
The dispatcher heard the screaming over the phone from this woman and I tried to tell her everything.
The police were there in maybe 2 minutes but by this time, the crazy woman had left the hotel. We explained what happened, what she looks like, and what direction she left in.
My husband stood on the front porch of the hotel for a little while waiting to see if she'd come back.
I actually had other guests come who had heard the confrontation from their rooms and say that we handled it well.
This is the first time I've ever had this kind of confrontation with a guest in the 11 years I've been in the industry. I was actually shaking afterwards.
Frankly, it's embarrassing and humiliating to have lost my cool like that. I've been in the industry so long, and the biggest thing you're taught is to always keep your cool no matter how abusive the customer is and no matter what they say to you. But dammit, she was extremely belligerent. Even my husband was yelling at her.
I can say this... it certainly woke me up this morning. I was actually going to post this alot earlier today, but I needed time to cool down after work, and we were playing a game with friends.
Things are busy but going along nicely and then we hit around 8:15 in the morning and the following happens....
Some background: the woman stayed with us before. She's heavily pregnant and has a two year old little boy with her who is cute as a button. The thing is, when they stayed with us last time, the little boy ground a bunch of gumbo or jambalaya into the carpet. It took several passes from the steam vac to get the damage up off the floor. Because of this, we added her to the black list.
Que this morning where she shows up at the front door of the hotel wanting to get a hotel room. My husband refused her a room and that's when it started.
She started screaming at the top of her lungs about how we can't do this, and how care we accuse her son of this when it's not true. My husband politely asked her to leave. At first. Then he started demanding she leave.
I stood up and I told her that we didn't want her here due to the damage she caused to the room and to leave the hotel now. And she got even louder, screaming at the top of her lungs saying "Touch me, I dare you, just touch me" and "I'm 36 weeks pregnant, you can't do this to me".
She got right up in my face screaming at me. She got so close that her stomach was touching mine and she was screaming in my face "I have three brothers, I'll make you regret this".
I ended up yelling at her "Get out or we are calling the police".
My husband at this point stepped in between us and told me to call the police so I went to the phone and did exactly that. In the meantime, we had another guest come to the front desk and want to check out and he was shaking his head at her. I was yelling over her screaming and apologizing to him.
The dispatcher heard the screaming over the phone from this woman and I tried to tell her everything.
The police were there in maybe 2 minutes but by this time, the crazy woman had left the hotel. We explained what happened, what she looks like, and what direction she left in.
My husband stood on the front porch of the hotel for a little while waiting to see if she'd come back.
I actually had other guests come who had heard the confrontation from their rooms and say that we handled it well.
This is the first time I've ever had this kind of confrontation with a guest in the 11 years I've been in the industry. I was actually shaking afterwards.
Frankly, it's embarrassing and humiliating to have lost my cool like that. I've been in the industry so long, and the biggest thing you're taught is to always keep your cool no matter how abusive the customer is and no matter what they say to you. But dammit, she was extremely belligerent. Even my husband was yelling at her.
I can say this... it certainly woke me up this morning. I was actually going to post this alot earlier today, but I needed time to cool down after work, and we were playing a game with friends.
The fact that you're pregnant doesn't change the fact that you let your kid grind food into the carpet!
She was in your personal space being threatening - she's lucky that you have far more self control then she did. It's too bad the cops didn't catch her. Her poor boy, having to witness that....
Throw a tantrum if you don't get your way...who is the child here again.
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