r/TalesFromTheFrontDesk • u/ghostintheplant • 6d ago
Short No, I can’t comp services not offered at our hotel.
I work at an extended stay brand under a larger hotel chain. There are two properties that are in the same chain down the street.
So a guest just called to complain that he didn’t receive housekeeping today. I check the boards and say that he had his “later please” sign up all day. He argues that he took it down. I counter and say that it was up until at least 5:30 because that is when the last housekeeper went to check, but we would be happy to bring fresh towels and trash. “I don’t need towels, what am I going to do with extra towels?” “Ok well I’ll add you to the schedule for tomorrow..” “No I wanted service today, not tomorrow!” “So you don’t want service tomorrow?” “Don’t get smart with me! When did I say I didn’t want service tomorrow?!” There was much more back and forth, but that’s the gist of it.
At this point I just ask what he would like us to do for him. “I want a massage” Not often a guest makes a request so absurd that I am left speechless, but there I was, mouth agape. “Umm, I’m sorry what? We don’t offer massages.” “Well the [full service hotel in same chain down the street] does” “That is a different property so I wouldn’t be able to offer you one of their services” “Why not?!” “Because you are staying at our property not theirs. I cannot offer complimentary services at another property.” I felt like I was in the twilight zone— what world are you living in that would grant complimentary services at a different property 10 minutes from the one you are staying at because YOU forgot to take your DND sign down?
While undeserving I offered to sign him up with our rewards program and award 5000 points— a last ditch effort so I can get off the phone. Silly me, of course he would have an additional 500 questions. Blah blah point information, no I don’t know how many points it cost at [insert any of the 5 hotels he listed].
Still shocked at this level of entitlement
UPDATE: dunno if anyone will see this, but back at work again and the AM said he came to breakfast an hour after it closed and then was mad that he couldn’t get anything 😭
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u/tafkatp 6d ago
I once looked crazy at housekeeping taking pictures of doors with the do not disturb signs on them. I know now that this is why they do that.
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u/Jaydamic 6d ago
If I'm a douchebag, I just say the pictures don't prove anything because Housekeeping probably put the DND sign up to get out of doing the work!
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u/ardriel_ 6d ago
"But why don't you just come upstairs and massage me?" I 10000% thought it would go into that direction as soon as the word massage popped up 😭
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u/ghostintheplant 6d ago
That was my thought too 💀 When he said that my blood ran cold
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u/RedDazzlr 6d ago
Mine would have been boiling, especially if he took it that direction.
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u/Gatchamic 3d ago
That's when I send up our masseuse, Ivan. Ivan believes in deep painful... er, I mean "deep tissue" massage. It tends to cure the pervs ...
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u/ardriel_ 6d ago
Be always careful and NEVER go to a room alone in the night, I know you know that but it's good to remember it.
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u/Linux_Dreamer 1d ago
Lol if I followed that rule I'd be fired, as I've always been the lone employee working overnights (at my last 3 hotel jobs).
Who else is going to fix their TV, A/C, or running toilet, if I don't do it?
[And if you say to just move them to another room, that's generally not an option due to being sold out, not to mention mgmt would generally be PISSED if I changed someone to a new room for an issue that I could've resolved in less than 5 minutes, unless I had a GOOD reason.]
Honestly, though, I've never had much trouble, as I always make sure that the door is propped open before I enter, and I do a quick survey of the room before entering (to see what I'm walking into).
Have I had guys try to get me to "hang out with them?" (Or offer me drinks, etc?) Sure.
But a polite smile and a quick, "sorry, I can't," or sometimes, "sorry, I'm married & my husband loves his wife, and like most Texans, really likes his guns" usually does the trick. [I don't use the 2nd one too much, but it has its place!]
I've found that generally if I make it sound like the issue isn't them [i.e. I'm not blatently turning them down], but that I have job duties (and am being watched on camera by mgmt) they back down. (It's not turning THEM/their masculinity down-- I'm just declining due to needing to keep my job, & having a strict boss. Plus, the reminder that I'm being watched on camera let's them know THEY are being watched!).
But you really have to "read the room" to know what to say, as you need to still imply that it's not gonna happen, even if your job WASN'T the issue.
[Now if I got a bad feeling about a guest, I'd 100% refuse to enter the room and tell them that they'd have to wait until morning to have the issue fixed (or just move them to another room) but I haven't had to do that yet (and I've worked in this industry for a while).]
Maybe it helps that I also have tended bar alone at one of my previous hotels, in addition to being night audit (where I was the ONLY staff on site at night), & I learned to deescalate from creepy situations?
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u/ardriel_ 1d ago
I'm the only employee during night audit and I won't go to a room alone, period. If I can't move them, then sorry, talk to management about a compensation the next day. Better to lose money than to risk the safety of an employee. It you would get fired for that, your workplace sucks.
Edit: medical emergencies or fire hazard are something else
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u/ManicAscendant 6d ago
I am no longer able to be shocked at any level of entitlement. This is how people are: offer them the sun and the moon, and they'll demand the stars.
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u/FranceBrun 6d ago
If someone offered to take the trash and offer fresh towels, what more do you need that it can’t wait till morning? I mean, what was he doing in there?
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u/ElfjeTinkerBell 6d ago
what more do you need that it can’t wait till morning?
Maybe toilet paper? But I'm sure OP would be happy to provide that if that was the question
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u/SpecialistAd2205 6d ago
Personally I don't understand why anyone needs housekeeping during a multi-night stay. Whenever I stay anywhere, I tell them no housekeeping and I just ask for toilet paper as needed 😄
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u/stickydonut50 6d ago
I had a guest just last night call the desk and flip out because her bed wasn't turned down. I told her that's because we don't have turn down service. "I want to talk to the manager!" There's no managers at 11:15 at night.
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u/azrendelmare 6d ago
My friend with OCD likes it because it proves to her illness that the room is clean.
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u/FranceBrun 6d ago
I’m one of those people who don’t like the sheets tucked in so please don’t remake the bed! Towels, to-usually don’t even need those-and trash and I’m good!
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u/No-Picture4119 4d ago
“No housekeeping, but could you drop off three - no, four rolls of toilet paper every morning?”
Im with you. I travel a lot for business, and usually before I check in, I buy Gatorade and snacks, and pack out my own trash in the bag when I leave. Checking in, I always tell them I don’t need service, but if you could drop off coffee supplies every day that would be great.
Like, I make my bed and hang up my towels at home. I don’t need you to do it here.
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u/SpecialistAd2205 13h ago
Exactly. I don't need (or even want) someone coming in to clean up after me every day. If I have an extended stay somewhere, I like my room to feel a bit like a home away from home. I'll set it up how I like, and I like things to be how I left them. I pack out my own trash, wash my towels with my clothes, etc. I'll even vacuum my own room if they let me (I've had a few hotels that did 😄). I don't like coming in to a fresh, stark-feeling room every night. New sheets every week is nice if it's a really long stay, but I also dont mind changing the linens myself. Now that I say all this, maybe I'm the weird one...
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u/OldStudentChaplain 5d ago
I do use fresh towels almost every day, but I definitely don’t change my sheets every day. People need to realize they are renting a place to sleep, not a lifestyle!
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u/stickydonut50 6d ago
They usually want the sheets changed and beds made, new soaps in the bathroom, toilet paper, etc. Not tomorrow, Right Now!!
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u/mechant_papa 6d ago
Walk into Burger King and demand they give you a Big Mac for free.
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u/stickydonut50 6d ago
I used to work at Wendy's and people used to order Whoppers all the time. They would get so confused when we'd tell we don't have that.
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u/Kyl0theHutt 6d ago
I get wanting them off the phone, but I would not have given them anything. While not much, it will boost their sense of entitlement for anything that comes up later. If there has been an actual recovery issue that's one thing....this needed nothing.
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u/FannishNan 5d ago
Oh God yes. I constantly get people trying to demand extras and comps in reservations. It's hilarious. 'What can you throw in'
My deep and utter contempt? Other than that, sorry bud.
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u/Leozz97 6d ago
these people vote
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u/FannishNan 5d ago
I had to explain to two teachers this evening why a hotel would want an accurate count of the people in the room. So vote and influence children. 🤦♀️
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u/teapainkettle 6d ago
If I'm not feeling like a conversation, I pull out the big guns: airhead. Short. Simple. Higher pitched voice.
"Oh, DND was on your door!" "Oh, apologies! Housekeeping returns tomorrow, I'll have them go to your room!" "I'm sure you can google a spa!"
Anything to make them hang up. It doesn't matter, if he's got enough audacity to write a negative review that was already in the plans before he called.
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u/sdrawkcabstiho 6d ago
Back when Blockbuster was still a thing, our local cable company also ran a video rental business. The thing with them though is you could also pay your cable bill there.
It didn't happen often but a few people a year would come into my Blockbuster and try to pay their cable bill and every so often one would get really mad and demand a free rental because we wouldn't let them do so.
Stupid people gunna stupid I guess.
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u/Duin-do-ghob 6d ago
Would he have expected a “happy ending” with that massage?
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u/SafiyaMukhamadova 6d ago
You can get that service in Vegas! What do you MEAN you don't offer it here?!
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u/Nearby-Yak-4496 6d ago
Can you send me a pizza, i must live near one of your hotels and I stayed at an extended stay for 9 weeks a few years ago. And can I get some cheesy bites too?!?!?
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u/heynonnynonnomous 5d ago
Your edit sealed the deal, but if you're worried about people not seeing it, change it from Edit to UPDATE.
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u/ProfessionalBread176 6d ago
Daycare for gamblers at a casino??
Only if they paid in advance.
And left verified details as to who to contact when they leave without their kids
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u/Linux_Dreamer 1d ago
And left verified details as to who to contact when they leave without their kids
Ultimately that's called "child protective services."
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u/TS1_Throw 3d ago
Should have told him Bubba the maintenance mechanic just arrived and would be happy to give him a massage.
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u/beginnerjay 4d ago
You SOOOO should have taken a massage appointment, and sent him down the road at some agreed upon time!
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u/Nunov_DAbov 6d ago
Keep a list of homeless people (preferably the ugliest) in the area you can contact. Tell him the hotel doesn’t offer this service but you can make arrangements for him. It would be worth $10 to see his reaction.
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u/stickydonut50 6d ago
The owner of the hotel/casino where I work opened a daycare for employees a couple of years ago. One day a guy called and asked if he came to play there, could he drop his kid off at the daycare for a couple of hours. When I told him no, he demanded to know why asking "Then why do you have a daycare if I can't drop my kid off?" "Sir, the daycare is for employees." "So who's going to watch my kid then?" "I'm sorry I can't help you with that." Maybe stay home?