After 3 days, we’ve finally cleansed the halls of the demon.

Hello all!

Let me start this off with my experience with this woman (whom we’ll refer to after this point as Demon Lady), and then I’ll follow up with all the information I’ve been able to gather from my co-workers. Let’s get started!

​

I come into my normal Audit shift, nothing out of the ordinary, all chill. Then I get one of those calls you get from time to time from the Corporate Hotline.

​

>Hello, this is Person from the general hotel hotline. I have a guest on the line that is currently staying at your property and I wanted to see if you could help them out with a few items on their reservation. Do you mind if I connect them to you?
>
>
>
>Kyo: Not at all. Go ahead.

​

The line gets quiet for a second and the transfer is made. Then I greet the guest and ask what the issue is.

​

>DL: Hello, I wanted to see if you could give me some pricing information and possibly extend our stay.
>
>Kyo: Sure, let me take a look at my availability and we’ll see what we can do.
>
>DL: I was originally booked for a double queen, but someone else told me that you guys were overbooked so they upgraded me to a Suite. I was wondering what you could do for me, since I’m a Hyper Mega Member.
>
>Kyo: Well let’s see, what date would you need to extend to? (She tells me the date of extension.) Ah, yes. It does appear that we are still out of the Double Queens on this date.
>
>DL: I don’t want to have to room hop around, do you have this room available until my new checkout date?
>
>(Of course, I’m oversold on the Suites for this weekend. But at this property I am so used to that Hyper Mega status nullifying almost all rules for a person as management tells us to bend over backwards for them. I decide to overbook the Suites by one as it is usually how they handle the situation anyway, saving them a step in the process and me a talking to. We usually clear it up by offering all the arrivals a chance to downgrade at a good discount.)
>
>Kyo: Okay, so what I’ve done is extend your current room until (checkout date).
>
>DL: Alright, and how much is that after you take into account my Hyper Mega Status?
>
>Kyo: (I go ahead and give her the extended stay rate for the room type right below hers, which Hyper Megas normally only get a Tier upgrade on single rooms anyway but again: we usually make exceptions all the time for them.) Alright, I’ve given you the weekly rate for X Tier of room. The total comes out to $XXX.XX, and that’s with tax included.”
>
>DL: Hmm Yeah, okay. I know you can’t do anything about it from your end but I can call them back at the corporate line and have them apply points to one of my nights?
>
>Kyo: Yes, they should be able to assist you with that.
>
>DL: How much would it be for me if I were to stay in the double instead? Would like a price point to compare it.
>
>Kyo: Okay, the total for you if you were staying in a double would be $XXX.XX.
>
>DL: I see, but I can’t stay there correct?
>
>Kyo: Correct.
>
>DL: Ah well, at least I don’t have to move. Thank you.

​

I ask her if there’s anything else I can assist her with and then wish her a good night. Not really bad or out of the ordinary for a Hyper Mega. Rest of my shift concludes with no problems. Go home and go to sleep. But then, it BEGINS.

It should be noted that after this point, I have no further interaction with this lady and the rest of this are *Tales from the Co-Workers.* *^(TM)*

**Dawn of the First Day:** It just so happens to be one of those Weekends that EVERYONE is actually coming so we can’t get the suites out of oversold, and all the arrivals refused the discount so I’m like uuughh gonna have to walk someone, okay. But that’s not even the problem. The problem is, DL has apparently crafted her own version of the conversation that I had with her last night and has been giving my newly appointed manager hell for 2 hours straight today. I asked if I could share this story after its resolution and was given the green light, as long as I call them Piper. So Piper begins to list off all the things that was brought up during the the 2 hours of ranting.

1. I apparently told her that I was the GM. (False, didn’t even mention anyone’s title)
2. Said that she could make 7 different reservations and apply her points to each one separately and get her room rate down to $20 a night. (What. I don’t, how?)
3. That Piper was the new GM and was out to prove themselves. (Didn’t even mention the NAME, Also why would I allegedly say I’m the GM and then contradict that statement?)
4. Refused to sign the pet agreement. (Which I didn’t even know about, how did we let this past the front desk to begin with?)

Piper knows me personally, and when guests talk bad about my performance: Piper calls them out on their bullshit cause the stories they come up with are so out of character for me. So DL starts going on about why I would lie to her, I’ve never been treated this way at a general hotel before, blah blah blah. So she did what any and all Hyper Mega’s do when they aren’t getting their way. They call Corporate.

**Dawn of the Second Day:** Corporate calls Piper and immediately sides with the guest, saying things like we need to be trained better to handle these issues for our Hyper Megas. Piper stands firm and explains the situation in full. It wasn’t until after about an hour of talking with Piper, they finally go and review a couple of her complaint calls regarding the events of Day 1. They get to the part where DL is cussing out the call center people and then go, “Ohhh. We Apologize, we’ll be assisting you with this case then.”

During the second day, a number of our towels come back from their room and they’ve got mud and oil stains all over them. Apparently DL’s son has been working on a vehicle in the parking lot during the day. When informed that our towels can’t be used for that purposed she apparently stated, “Well if it’s so much of a problem, you all should get some Clorox.” Right before the closing of the PM shift she was sitting out on the pool deck and asked my co-worker if she could activate the fire pit. My Co-worker informed her that the pool deck was past the hours of operation and that she could not. Then DL’s response to that was “Oh well I was sitting out here and I’m having trouble seeing my phone and was wondering if I should leave a good review or not.”

**Dawn of the Final Day:** I walk into my Audit shift and Piper hands me a stapled stack of papers and says “Oh, have I got a story for you.” DL has filed 7 different instances of complaints against our property, and this has gained the attention of the Regional Manager. Calls Piper today, “Piper, what is going on? What did you do to this lady? This thing has elevated so high that my inbox is full of this woman’s complaints” Piper tells her exactly what they did, their job. Apparently there were 7 complaints filed because every time she called in and the person handling DL’s case informed her they didn’t have a signed pet agreement on file, DL would immediately get enraged, swear up and down at the representative and hang up on them. The Regional Manager wants to talk to DL to explain that she has gone too far. So Piper brings the cordless up to her room and before any words are exchanged DL just starts going off on Piper. Apparently at some point bringing up Pipers’ race and that DL felt intimidated. Piper just informs her that the Regional Manager is on the line and hands DL the phone. Now Regional Manager, who just heard this wonderful display of humanity says something among the lines of:

>”Listen, I’m talking now. I’ve overheard how you have treated multiple members of my company and quite frankly they have gone above and beyond with the level of patience they have shown you. This is a formal notice to vacate the premises. Now you can do so peacefully, or we can have the police escort you out: That is your choice. We will not be refunding any charges for your stay in light of the damaged items and multiple pets that you refuse to sign an agreement for. We will also be revoking your Hyper Mega status due to the excessive amount of abuse you’ve shown the members of our staff.”

DL, unsatisfied with this answer, proceeds to continue to stay in her room. Piper has a really good relationship with the local PD and calls them very soon after. They arrive and give DL’s door a knock, and then THEY inform her of the Notice to Vacate and then finally DL realizes that this is the end of the road.

Local PD comes down and tells Piper, “Look, we can kick them out now if you really need her off the property. But there is SO MUCH junk in that room that it would probably be best if you give them time to remove it all or you’re gonna have a lot of stuff to clean up.” Piper agrees and lets them stay to clean out their items. DL and her son leave the property and peace returns to the desk.

FOR NOW.

TL;DR: Lady makes up stories about things I said and is an all around horrible guest, and gets kicked out and loses her Hyper Mega status as a result.



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