While working at my lackluster hotel job, there are many colorful characters whom I come into contact with. Not so surprisingly when people complain about this or that, whether it be about ants in the room or people making noise in the hall, they will blatantly ask for some sort of compensation for their inconvenience. Usually they just bitch, leave through the front door, and that is it. An elderly couple added a new dimension to the term complaint. I have never been handed a play by play rundown of a stay at this hotel until about a month ago. These two delightful individuals were staying at my hotel to attend the Mayo Hospital, which is located about 2 miles away. The first run in was with a tall, fat old guy who was drunk on his own anger and irrational. There was absolutely no pleasing these people. They had some sort of exotic bird in the room (yes our hotel allows pets). It seems that this bird was quite fragile because there were strict things that had to be done to keep it happy. Stuff like keeping the room at a certain temperature and keeping EVERYTHING on in the room so it would not get upset and afraid. It seemed like no matter what anybody would do, we just could not do it right.
I counted down each day waiting for the day that they would thankfully be gone. The only problem was that they continuously extended their stay night after night. Finally that day came that they would be checking out. I was contacted via telephone by a lady whom claimed to be this ancient couple's daughter in law. She was absolutely pissed that there was no manager to bitch at about the little bird. I apologized and fowarded her call to my manager's voice mail system. THEN no longer than thirty minutes later she showed up in the flesh at the front desk. She began yelling at me, saying that she was completely unsatisfied with what had transpired these past several nights and how it was unsatisfactory that there was no manager on board. I told her I could help her as much as I could, which wasn't much. I stood there listening, arms folded. She accused me on not wanting to help her because she could 'read my body language which said that I didn't want to help her'. I responded with a ' I am just listening to you, that is all.' Oddly enough she was accompanied by the lovely fat, old guy whom had bitched several days before. He never said one word. She then handed me a note and demanded I read it. SO I did. It is priceless. I had to make a copy of it. It is a sort of journal of complaints about the past days. Here it is in all of its glory, transcribed ver batum from the note(except for my little comments)
-Tues May 2, 2006
Check in was to be 1 room 2 Queen beds (note: we don't have queen beds so I paused immediately and said there are no rooms here that have this, so I don't know where they got this idea from) but was 1 room 2 double beds. Date was wrong also key cards didn't work(note: which happens when a cell phone or anything else touches them).
-Wednesday May 3, 2006
Had to be at hospital early and did not have breakfast. Returned late to a room with the air off, the TV off and the lights off. We have to leave air, lights and TV or radio on for our bird. Complained at desk. Also key cards did not work.
-Thursday May 4, 2006
Went to breakfast no eggs available and oj out. Waited 30 minutes and still no eggs after telling girl who was stocking breakfast. Room was okay on return, lights, TV + air on.
-Friday May 5, 2006
Breakfast coffee was so strong undrinkable(note: keep in mind that the coffee at our continental breakfast if brewed EXACTLY the same way all of the time). Apples in basket were going bad. The girl was stocking so much food in bins that the lids and doors would not shut. Went to hospital. Upon returning to the Sleep Inn, key cards did not work again. Upon entering room. Air was left on BUT lights were out and TV was off. Because air was on and lights off room was cooler than desired for our pet. We had also left notes to leave air alone and DO NOT turn off TV and lights. Complained at desk again!!!!! (note: this is the best entry in my opinion, at this point I am holding back laughter)
-Saturday May 6, 2006
Went to breakfast. No eggs again. 3 packages of oatmeal, same apples, no orange or apple juice (note: which will happen when you push the wrong button on the juice machine). Rather than continuously checking and stocking supplies, the girl over stocks or doesn't stock at all. When she restock she puts new item in front or on top and leaves old items behind. ADVISED THE Desk NOT TO ALLOW any one in room.
END NOTE.
What would you have done in my situation? I shook my head and said,"some of these things are beyond our control. We do not know what the 'ideal' temperature for a bird is....Come on some of this is ridiculous."
And so passes another day in the exciting world of the hospitality industry. She ended up getting, I think one or two free nights...all because of a little bird and its loneliness. One curious thing to note is that while this lady was describing this bird, she made sure to mention the price that the bird was purchased for in hopes that I would then understand her plight. So my question is: If a bird is worth 3000 dollars or is free, does its price make its life more or less 'special'.....?