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TL;DR Crazies gotta Craze
May. 26th, 2011 10:51 pmI've worked in the hotel industry for 6 years and today I finally had to have someone evicted by the police. This guest was trouble from the start, and I'm not sure how she managed to not get kicked out earlier. She was a monthly, paying cash in advance weekly. She said, from day one, that she needed daily bed changes, but was told that for that level of service, she would have to pay an upgrade charge. Policy for monthly is bed changes to sheets and pillowcases every three days, but she even wanted new duvet covers. Every day was a new list of criticism and demand. My manager even invited her to not pay for a new week and just move out.. but she didn't.
Today Craycray came in and started telling me this long, loud story about how she had asked for new duvet comvers and hers were never changed and on and on. I, already having seen a note about her from the previous day in which she threatned to call corporate and the news (wtf?) tried to be gentle as I explained that we didn't keep duvet covers at the front desk. Oh, that wasn't good. She immediately went off on me, and the hotel, taking about why couldn't I do this, and the hotel was dirty. On and on. She was getting louder and louder. Finally, to appease her, and bear in mind I'm alone at the hotel by this time, (No housemen, housekeeping, managers, or fellow front desk staff to help me.) I offer to get a duvet out of an empty room. This does not appease the Craycray.
She keeps going off because I only brought back one, and there are two beds! I tried to explain she only asked for one. Then the real trouble gets started. She has a dirty blanket in her arms, and we don't have a door that seperates the entrance to the front desk area from the area that is for guests, so she just walks back here, with me, where I am. "Where do I put this?" I say to just drop it, and then please step back out from behind the desk. It's employees only. She looks at me like I'm from Mars and argues with me until I finally convince her to leave. She starts threatening me with calls to Corp, and the news. Oh, I am so happy to give her those numbers. They'll not be helpful. She finally takes her duvet and leaves. Phew. But! Craycray comes back.
I genuinely think it had more to do with confronting me than any real business. She comes in because she wants a receipt for the first few days of her stay, which... is an Expedia stay. Those of you who deal with Expedia probably know where this is heading. We don't provide receipts for Expedia stays, excepting if there are incidentals. Then we only provide a receipt for those things. I tried to explain that she has to get the receipt from Expedia, but she starts going off on me again. Finally I'm like, "Talk to the manager tomorrow. Talk to the manager tomorrow. No, I won't call him in tonight. Talk to him tomorrow. " Then, out of the blue.. she spots the key to the room that I had accessed to get the duvet on the floor.. I had dropped it near the doorway behind the front desk. "Is that my key??" she loudly asked. Before I could say no twice, she was back here *again.* I couldn't take it. I said, "Get out from back here, or I'm going to call the police and have you evicted!" That might actually clue a normal person in that they were upsetting the front desk, but not Craycray. "Oh, you gonna call the police, call the police!" I did. And the whole time she will not shut up! She's accusing me of yelling, but she won't leave me alone, and frankly I'm not ashamed to say she was scary. People like that... you don't know where their limit is? Maybe she decides to go from loudly and rapidly talking like a meth head to swinging. Hell if I know. So, I'm taking to 911, and yelling at her to leave my lobby. She finally gets it, and says, "Tell the cops I'll be in my room!" You know any law abiding citizens who respond like that?
I finish with the cops. I'm shaking and in a full blown panic attack. I call the manager to let him know what's up. He says he'll be right there. Cops come in first. She meets them in the lobby because Craycrays can't stay in their rooms. Naturally this is all my fault according to her. I'm rude, and horrible, and she doesn't know why she's stayed because the place is dirty, and the cop, already having been apprised of the situation by me, says, "Why did you stay then?" Craycray ignores the question. My manager comes in, and immidiately explains that this very morning he had two housekeepers in there cleaning her room. She keeps interupting him and basically acting as badly as she acted toward me, but slightly turned down. He does not budge. The cops tell her to quit interrupting him. It is finally decided that what remains of her money will be refunded, and she will leave. And be trespassed. If she comes back, we can have her arrested. They follow her up to supervise.
Did you know cops are gossipy? It's great. When they finally come back down they reveal that for all her screaming of allergies, her room is a cluttered sty. And at some point she seemed to suddenly realize this was for real real, and stopped talking. I would have paid anything to see that moment.
Today Craycray came in and started telling me this long, loud story about how she had asked for new duvet comvers and hers were never changed and on and on. I, already having seen a note about her from the previous day in which she threatned to call corporate and the news (wtf?) tried to be gentle as I explained that we didn't keep duvet covers at the front desk. Oh, that wasn't good. She immediately went off on me, and the hotel, taking about why couldn't I do this, and the hotel was dirty. On and on. She was getting louder and louder. Finally, to appease her, and bear in mind I'm alone at the hotel by this time, (No housemen, housekeeping, managers, or fellow front desk staff to help me.) I offer to get a duvet out of an empty room. This does not appease the Craycray.
She keeps going off because I only brought back one, and there are two beds! I tried to explain she only asked for one. Then the real trouble gets started. She has a dirty blanket in her arms, and we don't have a door that seperates the entrance to the front desk area from the area that is for guests, so she just walks back here, with me, where I am. "Where do I put this?" I say to just drop it, and then please step back out from behind the desk. It's employees only. She looks at me like I'm from Mars and argues with me until I finally convince her to leave. She starts threatening me with calls to Corp, and the news. Oh, I am so happy to give her those numbers. They'll not be helpful. She finally takes her duvet and leaves. Phew. But! Craycray comes back.
I genuinely think it had more to do with confronting me than any real business. She comes in because she wants a receipt for the first few days of her stay, which... is an Expedia stay. Those of you who deal with Expedia probably know where this is heading. We don't provide receipts for Expedia stays, excepting if there are incidentals. Then we only provide a receipt for those things. I tried to explain that she has to get the receipt from Expedia, but she starts going off on me again. Finally I'm like, "Talk to the manager tomorrow. Talk to the manager tomorrow. No, I won't call him in tonight. Talk to him tomorrow. " Then, out of the blue.. she spots the key to the room that I had accessed to get the duvet on the floor.. I had dropped it near the doorway behind the front desk. "Is that my key??" she loudly asked. Before I could say no twice, she was back here *again.* I couldn't take it. I said, "Get out from back here, or I'm going to call the police and have you evicted!" That might actually clue a normal person in that they were upsetting the front desk, but not Craycray. "Oh, you gonna call the police, call the police!" I did. And the whole time she will not shut up! She's accusing me of yelling, but she won't leave me alone, and frankly I'm not ashamed to say she was scary. People like that... you don't know where their limit is? Maybe she decides to go from loudly and rapidly talking like a meth head to swinging. Hell if I know. So, I'm taking to 911, and yelling at her to leave my lobby. She finally gets it, and says, "Tell the cops I'll be in my room!" You know any law abiding citizens who respond like that?
I finish with the cops. I'm shaking and in a full blown panic attack. I call the manager to let him know what's up. He says he'll be right there. Cops come in first. She meets them in the lobby because Craycrays can't stay in their rooms. Naturally this is all my fault according to her. I'm rude, and horrible, and she doesn't know why she's stayed because the place is dirty, and the cop, already having been apprised of the situation by me, says, "Why did you stay then?" Craycray ignores the question. My manager comes in, and immidiately explains that this very morning he had two housekeepers in there cleaning her room. She keeps interupting him and basically acting as badly as she acted toward me, but slightly turned down. He does not budge. The cops tell her to quit interrupting him. It is finally decided that what remains of her money will be refunded, and she will leave. And be trespassed. If she comes back, we can have her arrested. They follow her up to supervise.
Did you know cops are gossipy? It's great. When they finally come back down they reveal that for all her screaming of allergies, her room is a cluttered sty. And at some point she seemed to suddenly realize this was for real real, and stopped talking. I would have paid anything to see that moment.
