OMG, it's another fun night! With police action! Also, Central Reservations is screwing us over again! Whoopie!
I have NO rooms!
SC wants a room.
Me: "I'm sorry, I'm sold out."
SC: "No, I know, but I'm here for a few days."
Me: "I have No. Rooms. Left. I'm sold out through the whole week."
SC: "Can I just wait for something to open up?"
Me: "I'm sold out. Nothing is going to open up. I. Have. No. Rooms. At all."
I finally got it through his head. I gave him WiFi so he could email someone-or-other to let them know he wouldn't be staying here, and I booked him a room for next week.
Abusive boyfriend is outnumbered
I've already explained it to Other MOD, and written out the incident report, so I'm just going to copy/paste the incident report here and cut out the names for your enjoyment.
Central Reservations is screwing with us again!
Ah, CR. You love to overbook us, make reservations for Date X and tell the guest they're for Date Y, and just generally screw around with us. Tonight was no exception. Again, I'm too lazy to type it up, so I'll just copy what I sent Area Mgr.
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That's just a small snippet from tonight. I'm too tired to post more. Plus, my phone rings every 5 seconds with people trying to find rooms.
I have NO rooms!
SC wants a room.
Me: "I'm sorry, I'm sold out."
SC: "No, I know, but I'm here for a few days."
Me: "I have No. Rooms. Left. I'm sold out through the whole week."
SC: "Can I just wait for something to open up?"
Me: "I'm sold out. Nothing is going to open up. I. Have. No. Rooms. At all."
I finally got it through his head. I gave him WiFi so he could email someone-or-other to let them know he wouldn't be staying here, and I booked him a room for next week.
Abusive boyfriend is outnumbered
I've already explained it to Other MOD, and written out the incident report, so I'm just going to copy/paste the incident report here and cut out the names for your enjoyment.
Earlier in the day, Guest said she had a dispute with her boyfriend. CW told her that we were sold out so we couldn't move her, but we could rekey the room. Guest left a key so her boyfriend could pack up his things, and she would return when he was gone.
At around 7pm, Guest returned, and we rekeyed the room. Her boyfriend's things were still in the room, and he had left notes for her. She said he was abusive, and had gotten into a bad group since they were moving up here. She thinks he may have started working for a Mexican drug cartel. She was afraid for her safety and did not want him coming up to the room to retrieve his belongings, so I told her she could bring them to the front desk and leave them there for him to pick up. She brought his things down about half an hour later.
Around 8pm, I heard a woman screaming and crying for help. I looked out the back door, and saw some people running around the corner by [room]. I called 911, and told them I suspected it was Guest screaming. A short while later, Guest came to the office. 911 asked to speak with her, so I passed the phone off. Guest had said that her boyfriend had returned, and had charged at her when she was standing outside her room. She was not injured. She said about 10 of our refinery worker guests who have been staying here long-term ran out of their rooms and surrounded the guy, stopping him and let her escape to the office.
While she was on the phone with 911, I took a call from her boyfriend. He wanted to know if Guest was still in the office. He said she was drunk and psycho. The boyfriend's speech was slurred and he was mostly incoherent; I think he was the one who was actually drunk. (Guest appeared completely sober.) I did not tell the boyfriend where Guest was. I couldn't understand what he was rambling about, but let him talk until he hung up.
The police came about 8:15 and spoke with Guest. They patrolled the property but did not see anyone. Guest was safely escorted back to her room and instructed to call them if the boyfriend returns.
At around 7pm, Guest returned, and we rekeyed the room. Her boyfriend's things were still in the room, and he had left notes for her. She said he was abusive, and had gotten into a bad group since they were moving up here. She thinks he may have started working for a Mexican drug cartel. She was afraid for her safety and did not want him coming up to the room to retrieve his belongings, so I told her she could bring them to the front desk and leave them there for him to pick up. She brought his things down about half an hour later.
Around 8pm, I heard a woman screaming and crying for help. I looked out the back door, and saw some people running around the corner by [room]. I called 911, and told them I suspected it was Guest screaming. A short while later, Guest came to the office. 911 asked to speak with her, so I passed the phone off. Guest had said that her boyfriend had returned, and had charged at her when she was standing outside her room. She was not injured. She said about 10 of our refinery worker guests who have been staying here long-term ran out of their rooms and surrounded the guy, stopping him and let her escape to the office.
While she was on the phone with 911, I took a call from her boyfriend. He wanted to know if Guest was still in the office. He said she was drunk and psycho. The boyfriend's speech was slurred and he was mostly incoherent; I think he was the one who was actually drunk. (Guest appeared completely sober.) I did not tell the boyfriend where Guest was. I couldn't understand what he was rambling about, but let him talk until he hung up.
The police came about 8:15 and spoke with Guest. They patrolled the property but did not see anyone. Guest was safely escorted back to her room and instructed to call them if the boyfriend returns.
Ah, CR. You love to overbook us, make reservations for Date X and tell the guest they're for Date Y, and just generally screw around with us. Tonight was no exception. Again, I'm too lazy to type it up, so I'll just copy what I sent Area Mgr.
I just dealt with a guest who called CRS (by dialing "2" for reservations when he called our local number), and they somehow booked him into [place an hour away]'s property instead, even though they confirmed our address. We've been sold out, as has everyone else up here. I called [other place] and cancelled while he started calling around. I started calling around as well, but I ended up calling [other place] back and rebooking the reservation since the only other room I could find closer was well out of his price range. I don't know if that will generate a complaint. If the complaint shows up at [other place]'s property, though (since that's where the reservation is), it shouldn't count against them at the property level. The guest was incredibly upset (as is justified), so he may complain.
That's just a small snippet from tonight. I'm too tired to post more. Plus, my phone rings every 5 seconds with people trying to find rooms.
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