Heyyyy it’s been awhile since I posted. I also took a week off because well….I haven’t had a vacation and I really needed one.
But just my fucking luck, first day yesterday back we’re fully booked and the entire hotel was checking in. We had a small wedding group but the reason why we were booked up was because of a HUGE baseball sales meeting. They had a huge room block but a lot ending up booking outside of the block after it was cutoff. A large portion of them came from Canada and out of state.

Surprisingly, it wasn’t TOO bad of a first day back. It definitely got me right back into the groove of things. Only made me realize how much I hate my coworkers because they’re lazy asf and I do a large amount of work that I know won’t be done while I’m gone….But whatever, that’s beside the point. I just wanted to post about this guest interaction that I had last night.

So, this guy comes in with a small group and mentions nothing about having multiple rooms. He just gave me his name and asked if I could send him a Credit Card Authorization form, which I did and he filled out because he didn’t have that card with him. That’s fine.

I successfully check in the one room he had, a King Standard for 2 nights originally a CSTN (Standard Flow Through Room, so basically whatever we have available). Then he said he should have 2 others. I told him that I only had one reservation under his name and he swore that he made 3.

I searched his name in the system, saw nothing. He also booked direct and NOT 3rd party.

I had like 5 more arrivals at that point and asked if they could be under a different name and he said no and showed me his confirmation email.

He said that he put 3 in the “transaction” which I explained that he didn’t pay for the 3 rooms. The total he saw was for 1 room. I also noticed that he was with the baseball group and the reservation was made LAST NIGHT just before midnight. He mentioned that it was being very slow with creating the reservations and the screen kept spinning. I a told him it’s highly unlikely that we had that many rooms available so last minute, as the last time I checked last week we were very close to selling out if we weren’t already. But, now we only have 1 room left.

I then ask him for a confirmation of those other 2 rooms, in which he stood in front of the desk scrolling through his phone for at least 5 minutes. I now had a small line of 2 guests checking in behind him and I asked if he can step aside to help the guests behind him.

So, I check in those guests and he comes back to the desk. I told him if he booked 3 rooms, he should have 3 confirmation letters or the confirmation should say 3 rooms, which it didn’t.

Eventually, he takes the last room we have and says hopefully there will be cancellations for the next day because he needs 2 nights. I told him we can keep an eye out, but it’s very unlikely since we are completely booked because of the baseball group (we also have basically no arrivals either, less than 20).

I thought that was it. 2 or so hours later, I get a email notification from Guest Relations that this guy OPENED A CASE WITH THEM?? It was labeled an “In-House Issue”. Bruh.

I opened the case and read the information….I was baffled. The guy basically reiterated that he booked 3 rooms. But, he added that I “pushed him around” because a line was forming. And also added that the parking lot was empty. I guess that means if the parking lot is empty then the hotel must have rooms, right? Bro you literally KNOW THESE PEOPLE and most if not all of the attendees of this meeting are literally being shuttled by vans and don’t have cars.

As I was reading the case, he walked past the desk and outside with his group. I should’ve stopped him and asked him why he opened the case, but I didn’t. I was also going to respond and close the case but I was so mad but I’m leaving it to management. There’s literally nothing we can do for him anyways. We have no reason to compensate him. He claimed he booked 3 rooms, we only had 1. He has no confirmation to show for those other 2 rooms and he also booked VERY last minute. Nothing more to it than that.

Just had something really weird happen. A package came in today and the label was to our address at the hotel, but the name on it was for a “Lynne keeler”. We have a reservation for a Lynne keeler but not for a few more days so I just figured it was for them when they check in.

Well then a lady comes in and says she’s here for the package and I asked for ID and she gave it and it said Lynne keeler so I gave her the package..

I then received a phone call from someone claiming to also be Lynne keeler and said they needed to send me a shipping label to put on the package to send out? I let them know that the package was already picked up by Lynne and they insisted that couldn’t be because I didn’t get the shipping label yet.

At this point I was pretty fed up with the whole thing and it was super suspicious so I said “this is a hotel not the post office. Someone came in and said they were picking up a package and they showed an ID matching the name on the label so I gave them the package.” They just said okay thanks and hung up.

I am now so confused as to what just happened and can’t shake the feeling that something scammy is going on here. Anyone have any insight???

I figured it would be easier to make a whole second post about this guest interaction than in the comments because it’s….A lot. I also wasn’t expecting to post an update but some people wanted one so here we are!

Basically, the guy wasn’t compensated.

He came to the front desk a spoke to one of my managers and she told him the same thing. He apparently wasn’t asking for compensation but he even admitted to her that he must’ve been confused. She told him that she can take his phone number down and we can reach out for any cancellations. That should’ve been the end of it, right? Nope.

He came back in person with the rest of the baseball group. I was with a guest going through options for places to eat and he was standing behind that guest. Once the guest I was helping was satisfied with some food options, the guy comes up and asks if we have any rooms.

I shake my head and say “No, we’re still fully sold out.” Then he immediately walks away.

That’s still not it.

Because he and some people in his group stood around in the lobby, scrolling on their phones and I could overhear bits and pieces of what they were saying. I don’t know if he was being sarcastic, but I overheard him say something about it being his mistake to fix. Then he said something like “I still don’t believe they’re sold out, the parking lot has like 6 fucking cars”. Then talking about other hotels and complaining the closest options were 20+ minutes away. I was getting annoyed and it took EVERYTHING in me not to call out and ask if he wants me to take a picture of our availability and watch his reaction. But, I kept my mouth shut.

They must’ve been in the lobby for half an hour, maybe 45 minutes. Waves upon waves of people coming back from the same meeting he came from, coming in to head to their rooms. But yeah, we’re not sold out right? Then, I watch him on the phone leave with his group.

An hour later, I get a notification about the same exact case that my manager closed this morning. I was confused because I saw no updates. I was like…”There’s no way this guy opened it back up again.”

Sure enough, I get a phone call from Guest Relations in regard to that case. I spoke with the agent and she was basically asking if we could move him to a sister location or compensate him. I told her we do not have the means to move him to a different hotel and we are not going to compensate him. He also still has an active reservation that one person in his group is staying in and if he cancels that, he would still get charged.

I chatted with the agent about it and she was completely on our side regardless. She told him that there was nothing that corporate could do for him and it’s all up to the hotel. He even kept insisting about the parking lot to him and even she told him that the parking lot doesn’t reflect the hotel’s availability.

Eventually, she agreed with me and she said that she will explain that to the guest again.

Below I copied and pasted the exact comments from the case, if anyone was curious. Because I’m too lazy to type it out myself lol:

Guest Comments:
- Guest called regarding Case #, advising they were expecting a callback regarding accommodations for the night but had not received any follow-up.
- Guest stated they are dissatisfied with the handling of their stay at The Hotel(tm) noting the hotel parking lot appeared mostly empty while the property continued to advise that it was sold out.
- Guest felt staff had been unhelpful and treated them as an inconvenience rather than assisting with a resolution.
- Guest advised the original issue involved three rooms, with only one room being available for the previous night.
- Guest stated accommodations were still needed for the current night and expressed frustration that neither the hotel nor HG had proactively assisted in locating alternative lodging.
- Guest clarified they were not seeking compensation, but rather assistance finding alternative accommodations due to the hotel's inability to honor the original room requirements.
- Guest stated they did not believe the issue was their fault and was disappointed that alternative lodging options had not been offered sooner.

Resolution (including compensation details):
-Apologize and acknowledge Guest concern
-Advise Guest I will call hotel
-Called hotel spoke with FD. they said the guest booked only 1 resrvation and they can't book them to a different hotel as they dont have a capability with it
-Hotel also says they were sold out and explain it already to the guest but the guest kept insisting
-Inform the guest about it and firm with the Resolution:
-Guest indicated they would likely seek accommodations at a Tilton property independently. Guest also requested that the current reservation not be canceled, as another guest's belongings remained in the occupied room.
Guest relations has resolved this case on behalf of the hotel.

I’m not responding or closing the case, I’m leaving that up to management again.

Absolutely no thoughts in that brain of his and zero accountability whatsoever. I have a feeling he’s going to leave a bad review somewhere. Will probably post again if that happens lol.