Yes! Noting accounts is very important because you never know when it covers your own self, but it can cover very valid concerns for the client or the company that taking those few minutes saves days or weeks later.
And by records, it should be actual recordings. When I'm going into a coversation that I know is gonna bite me in the ass later, I immediately pull out my recording app. (Know your local laws)
Yes, and the clerk said so, buuuut the manager HAD to lick the guest's shoes, that, sorry, how did they acquire such a VIP status if they can only rent a suite, anyway, because the manager had to lick the guest's shoes they ended up in this predicament
@@DeathnoteBB no, I mean, and it may be a language difference, there are rooms ABOVE the suite tier, dont? At least, to my knowledge, suites are the tier just above standard, so, in the "cheap" category
@VJK102 I think deluxe is what's above standard, suites are really nice and can have different levels depending on the hotel, presidential suite generally seems to be the nicest at the places I've stayed one of them even had a billiards table.
I’ve actually had that happen!! My mother loves mini hotel weekends and we often book suites. We had unknowingly booked a room in a town during there fall festival and herd the manager inform the people in front of us that they had overbooked the suites and when the family said that was unacceptable we offered up ours. We got the regular room at half price AND we got free room service for the whole weekend.
I threw our old manager under the bus like this several times before she finally quit. Making guests angry and blaming us because she was too much of a spineless airhead to make things right (without screwing over other guests).
I always do that at work. Been there something similar at my place of work myself where I mention my note and the doc was stund with a oh yeah at the end😂 mhm. Oh yeah. You said it. I disagreed.
@@iamnoangel2647 THAT would be great but there's no chance of the GM downgrade another karen. the manager may have a one digit IQ but the GM isn't that stupid.
Usually suite rooms are not prepaid because of how expensive they are depending on the hotel. So the guest hasn't paid any money yet. When the reservation is switched they will lower the price of the room at that point. The guest will pay at check in if they still wish to stay at the hotel. They could change their mind and stay somewhere else.
@@michellealjunaidi8471 I worked at the front desk of a 3 Diamond ocean front resort for several years. Every person, no matter the room type, had at least a deposit down up front. Then they pay at checkout.
What if you: -book them a comparable suite at a nearby hotel, even if it's a different brand -guarantee them the same rate (even if you have to cut a check to the other hotel for the difference) -if it's a different brand, award them their loyalty points with your brand -buy them dinner Thoughts?
Your series are... necessary. Really. They show the worst of humanity, either corporate side or client side, but usually the way you resolve each story is... Hell's bells. I need it XD Thank you!!!
That person who gets downgraded should get a comped room, free dinner, and/or spa services if offered. Bc not only should the customer be compensated for the sudden change, but for the added stress of said change.
I was traveling with my family (2 kids) plus a friend for a vacation weekend. We got a good deal on a multi-room suite with a discount code. (private room with a king bed for parent, queen bed for daughter and friend, pull-out couch for son). The desk person ignored our reservation and gave it to someone else, and tried to substitute two standard, one-bed rooms for the same price, with the rooms being on opposite sides of the hotel. For starters. I'm 6'5" tall, and would barely fit on a Full sized bed myself, let alone sharing with my son. Getting my wife, daughter, and friend in the other full-size bed was totally impossible. Main manager stepped in, apologized, and made a pretty good compromise. They comped out meal at the hotel restaurant and one night's stay. While we were eating they pulled out spare furniture Two king beds and a full-size bed, and dresser. They put them in a large conference room with it's own toilet and TV, and gave us the keys to the nearby standard room to use the shower/toilet as well. A bit awkward, but it worked. Best part was he made the desk guy help in the heavy lifting.
Honestly it would be a good compromise to give amenities comp to make up for the price they paid for the suite, or even refund the portion difference and offer at the very least a free spa session or dinner for the severe inconvenience
@@AvaricioDuesdefinitely refund the additional price for the suite, but they owe something special for the sudden change. Free meal, drinks on the house their whole stay, something big! Honestly, I think their whole hotel stay should be free.
If I pay to be a rewards member, you better be sure I'll advocate for myself and try to actually use any and all benefits the program offers. It's not a "me" problem how the business handles this behind the scenes.
Typically hotel rewards programs are free. 9 times out of 10 the high members are at that level because they travel for work and work pays or reimburses for thier rooms. The manager should not have upgraded her. The guest also knew they were supposed to move.
Hate the fact that the entitled 1 still got it her way and the 1 who had paid was downgraded. It just encouraged her and told her that she could get away with such things. Sad how the world works
I have two friends. One work as hotel repectionist and another one is a bank account. Both of them always keeps notes on everything because any problem that is caused by the manager will be blamed upon them.
If they refuse to leave tell them they’ll have to triple charge her for the room because you’ll likely be paying for the room for the people who were supposed to get the suite and or you’ll have to pay them to stay elsewhere. Sign a contract when people say they will stay and move and the contract states they can be fined if they don’t leave when asked 😅
Ms.Clark should be charged for the upgrade then. The company is losing money downgrading someone else and also risks a corporate call when customer inevitably reviews/complains. Id also flag Ms Clarks account n note "DO NOT UPGRADE when sold out regardless of member status, she will not leave room when asked. Problem customer."
Something kiiinda like this happened to me once. I was a tour guide at a winery. We'd been having trouble with the guests stealing the wine glasses, as they were monogrammed with the winery's logo, they took them as souvenirs. For the purposes of this story, there were two people I answered to. One was my direct superior, Anna, and the other was the head of HR, Mary. They were sisters, and co-owners. One day I had a family over, and it was evident that the grandma stole a glass. Since it was just one, normally we would've let it pass, as to avoid trouble. However, I needed authorization for that. And Anna wasn't picking up the phone. So I had to ask Mary. And she said "have them searched". HAVE THEM SEARCHED!? Never before or again this happened. But orders are orders. We had to have them searched. Well the family had had a grand and awesome time, they had been laughing nonstop, they'd bought a lot of wine, and we had to have them searched. They were FURIOUS. Worst of all, the security guard did a half assed job of searching them, and they didn't even find the glass!!! Next day, we had two gorgeous 1 star reviews, disparaging even our mothers. It was so embarrassing. And to this day, they're the only 1 star reviews the winery has ever had.
Yes! 👏🏼👏🏼👏🏼 keep that manager accountable. They will either learn to be better or be pushed out. I’m tired of poor managers being kept in their positions when they are under qualified and don’t deserve that role.
We would get two rooms that connected and give them the extra room free with discount for inconvenience. Still have the one who messed up do the check in.
Most of the time it’s a questions of the amenities inside the room. Let’s say the downgraded rooms don’t have a rainfall shower or kitchen area giving them double of the thing they are lacking won’t solve anything. Your idea is a good one in theory if it’s a question number of beds but that’s seldom the case in these issues.
The manager should be fired, not for making the mistake but for lying and avoiding taking responsibility. Any manager that acts like that should not be a manager.
I LOVE watching the manager get the ACTUAL NATURAL CONSEQUENCES of their bad choices!! So refreshing!! I wish I could see that in real life too, but I guess this will have to do❤
Once had a similar situation to this, though it was an overbooking error. We stuck oir regular in a neighbouring hotel suite, but gave them a free giftcard worth their room rate to spend on whatever they wanted. Dude had his employers pay for his meals every visit and we ended up paying like £350 worth of beer for him over the next few months. He was actually quite happy with the arrangement 😂
Always take notes!! I love that the manager acted shocked! So glad the rep defended herself!! I love that it got thrown back to management!! That woman would have. Thrown her under the bus!!
Ideally, for the sake of less headache, you give them enough stuff to make up for it. Discounted rate (even from the downgraded rate), free drinks/dinner, etc if the hotel has such amenities. And if they have actual suites, they do.
This is why people are so entitled! The fact that, because of her "status" she can't be removed but another guest who went through proper procedures to secure their room get penalized.
Many people are entitled, yes. Working in hospitality for over 15 years now, I've encountered loads of guests and most of them were lovely, some of them not so much. However, this is not a case of being entitled, it's a case where the management staff f-ed up and the guess shouldn't bear the consequences of their incompetence. Yes, she cannot be moved because of her status, which she very probably earned by being a loyal guest and spending loads of money. Of course there will be an issue with the other guest, but should this guest in question handled or suffer management's poor insight? I think not. This will probably be a growing/teaching moment for the manager.
@tiagotavares1059 I 100% disagree! Of course, they probably shouldn't have given her the suite but she was informed in the first place that she would have to move If there were no cancelations, to which she agreed, but then due to her sense of entitlement she decided not to move like she was supposed to and instead barricade herself in the room so that she could get something she wanted but didn't work for. It wasn't the staff who is in the wrong! If people like this woman didn't take advantage of the situation, the hotel could offer upgrades for parts of people's stay! The only reason it's a policy not to is because if inconsiderate and entitled people like this woman. Regardless of how much money she has spent, which may not even have been hers, she still isn't entitled to things that she didn't work for or that don't belong to her!
@@ttvrs1059you know both can be true, it can be a manger mistake and an entitled person. It’s not like there’s no possible way for something to be more than one persons fault. I mean it’s hers, the managers, the higher managers for rewarding her bad behavior by letting her stay, the hotel’s for not having policies about documentation and signatures to prevent any of this from being an issue in the first place,
I saw the whole vid for this, and the customer was acting very entitled and management caved just to shut her up, plus the customer agreed to leave the suite.
That look of “How dare you throw me under the bus I rightfully should be under that I tried throwing you under!” is all to familiar. You got it perfect! When they expect you to take the fall AND deal with the customer.
This is the reason why I don’t bother asking for a better room unless it smells like someone smoked in my room. I get the room that I paid for and that’s it. No one should except a better room just because they go there often. That’s just inconveniencing everyone in the staff and makes sure you look like Karen. 😂
Not worth the cost of breaking down the door, losing a customer, and creating a scene that makes other guests uncomfortable. But you can probably tack on some fees and revoke her membership.
@@OriginalWarwood but it's not possible to lock out the manager coz so far I know all doors are accessible to the one with master key and can't be fully closed like that
The only time we upgrade is when a property sells a walk in room and then someone who booked the same room online after hours will automatically get an upgrade to the next available room type for the same price - it’s sooo different here…it’s quite pleasant to notify the entitled that that’s not how we do things in this country - and we don’t care about how much they scream and yell - it’s such a beautiful moment when they realise- you get what you pay for…and they are more than welcome to leave and find somewhere else to stay with a full refund…properties would rather better guests than dealing with ppl who expect more while paying the bare minimum…..Karen’s always end up being more work than it’s worth…
Sounds like you don't have a loyalty program then. These hotels advertise free room upgrades for customers with high enough status in the program, many including suite upgrades, if the room happens to be available during their stay. It is not a guarantee that the customer will be upgraded every time, it's just a nice bonus perk to encourage people to get a room within their network over the competitors.
@@myria2834 they have hundreds if not thousands of better guests who are happy to get exactly what they have paid for rather than cause drama and issues for them….it’s really nice to not have to pander to the entitled who think they are doing the property a favour by staying with them….when its not the case….if you are nice you will get more and if not then bugger off…money is money…and not worth putting up with all the crap that those who think it’s everything and justifies being a really horrible person…..
That was definitely the ideal way to handle that situation. It's really important that upper management owns the consequences of decisions made at that level.
This is why at my cashier job whenever management approves something that they shouldn't I'll log off the register and let them complete the transaction. That way they managers numbers/name is assigned to the transaction instead of mine.
@@michellealjunaidi8471 First take easy every time for someone so talented. Having experience playing characters definitely doesn’t help. All just pure unadulterated talent and Weird Al speed costume changes am I right?
The thick eyeliner, small wing, underline, and neon red lipstick combo is every hotel manager's look, you nailed it 😂 Omg how could i forget to mention the bun
This happened to my family when we went on vacation one year. I have a pretty large family and my dad didn’t really want to deal with the hassle of trying to get two/3 rooms all next to eachother so he decided to get a suite. We arrived after a long day of flying only to find out they had given away our suite to someone who had complained abt their room. My dad had a really fun conversation with the manager the next morning
I used to make sushi at a grocery store, and we would save some of the sushi from the day before to give to the tour bus drivers for free. In exchange for them always bringing a buss full of tourists to our store instead of the other one in town. My boss only came in once a month, and she forgot to save the sushi for the driver. So I told her she had to tell them, and I hid under the counter lol
Girl I have been loving this skit. I'm sitting here waiting for the next drop lol! Got me.on the edge of my seat. My mom used to be a cast member for Disneyworld. Now she works for a big resort chain. My sister is a flight attendant. So between them, we get so many stories similar to this
This is a great example of why you should always keep records, especially when dealing with management
Exactly - they're not your friend and will throw you under the bus to save themselves first chance they get
Yes! Noting accounts is very important because you never know when it covers your own self, but it can cover very valid concerns for the client or the company that taking those few minutes saves days or weeks later.
@@meredithdunkeson1051 I love it when they deny ever having had the conversation and bawl you out for putting their name to something xx
And by records, it should be actual recordings. When I'm going into a coversation that I know is gonna bite me in the ass later, I immediately pull out my recording app. (Know your local laws)
Does it matter the They always believe the fucking manager anyway.
When the guest refused to accept she couldn't get the upgrade was a big sign she was planning on not moving.
Yes, and the clerk said so, buuuut the manager HAD to lick the guest's shoes, that, sorry, how did they acquire such a VIP status if they can only rent a suite, anyway, because the manager had to lick the guest's shoes they ended up in this predicament
@@VJK102They couldn’t buy a suite because they were sold out
@@DeathnoteBB no, I mean, and it may be a language difference, there are rooms ABOVE the suite tier, dont?
At least, to my knowledge, suites are the tier just above standard, so, in the "cheap" category
@VJK102 I think deluxe is what's above standard, suites are really nice and can have different levels depending on the hotel, presidential suite generally seems to be the nicest at the places I've stayed one of them even had a billiards table.
@@DeathnoteBByeah but if they wanted a suite they should have booked it when she booked the other room
I really hope that someone that gets downgraded to a lower standard room gets the room comped. Otherwise I would be pretty pissed in their place
That’s exactly what I was thinking!
Comped and a free upgrade for next time!
@@curious615 I'm not sure I would want to come back
I’ve actually had that happen!! My mother loves mini hotel weekends and we often book suites. We had unknowingly booked a room in a town during there fall festival and herd the manager inform the people in front of us that they had overbooked the suites and when the family said that was unacceptable we offered up ours. We got the regular room at half price AND we got free room service for the whole weekend.
@@heathersworld9881 that sounds pretty reasonable because you offered to switch. But if I would be told that I have to switch I would be pretty pissed
It's so nice when the GM is reasonable and just do the right thing instead of partnering up with the manager just to show "consistent management"
This. Every customer service job I've ever worked I would've been the one in trouble, shift leader's fault or not.
Funny enough, general managers most of the times are reasonable, the normal managers are the toxic ones.
I threw our old manager under the bus like this several times before she finally quit. Making guests angry and blaming us because she was too much of a spineless airhead to make things right (without screwing over other guests).
Need another scenario where the manager downgrades someone.
Yes! And that guest is another Karen 😰
@@embersfire2957Boy, you guys want to really give her a tough act to follow😅😅😅😅
That would be great to watch!
@@embersfire2957that would be awesome!
This is turning into a whole season- long series and I’m here for it!
Always have orders you don't agree with in writing or written down somewhere accessible from everyone.
Great work!
I always do that at work. Been there something similar at my place of work myself where I mention my note and the doc was stund with a oh yeah at the end😂 mhm. Oh yeah. You said it. I disagreed.
I’d love it if the person that’s downgraded is an even higher rewards member
Happens a lot
They probably threw a fit the front desk had to deal with.
So NOT Funny! Mayhem coming ... lmao (another life experience in regards to trials and tribulations AKA "shiat" happens.
Even better if it is corporate 'secret shopper' or under cover boss
We already know your membership status before you arrive. Not likely to happen.
I need to see the manager breaking the news to the downgraded guests PLEASE
Id pay good bucks to see that.
and the guest is also a karen 😈
@@iamnoangel2647 THAT would be great but there's no chance of the GM downgrade another karen.
the manager may have a one digit IQ but the GM isn't that stupid.
The GM themself should inform the downgraded guest that their entire stay is comped with a full refund plus free drinks at the damn bar.
Agreed. Or their meal at the hotel restaurant is also free because I'd be PISSED
Usually suite rooms are not prepaid because of how expensive they are depending on the hotel. So the guest hasn't paid any money yet. When the reservation is switched they will lower the price of the room at that point. The guest will pay at check in if they still wish to stay at the hotel. They could change their mind and stay somewhere else.
@@michellealjunaidi8471 I worked at the front desk of a 3 Diamond ocean front resort for several years. Every person, no matter the room type, had at least a deposit down up front. Then they pay at checkout.
@@michellealjunaidi8471yeah, and telling me {what you said} guarantees I don't return to your hotel.
What if you:
-book them a comparable suite at a nearby hotel, even if it's a different brand
-guarantee them the same rate (even if you have to cut a check to the other hotel for the difference)
-if it's a different brand, award them their loyalty points with your brand
-buy them dinner
Thoughts?
Your series are... necessary. Really. They show the worst of humanity, either corporate side or client side, but usually the way you resolve each story is... Hell's bells. I need it XD Thank you!!!
An example of the manager trying to throw an employee under the bus
Not letting her throw you under the bus will have consequences later. It's not fair, it's not right, but it's how hierarchies work.
@@AcmeRacing😮 dam u r so right. They'll start to retaliate. Been there done that.
@@AcmeRacing And why employees quit. But they're apparently expendable.
As a former Front Desk manager, this is exactly how it goes every single time. Never fails
IM HERE. I hate managers that don't want to take responsibility
If only general managers were actually this helpful
That person who gets downgraded should get a comped room, free dinner, and/or spa services if offered. Bc not only should the customer be compensated for the sudden change, but for the added stress of said change.
I was traveling with my family (2 kids) plus a friend for a vacation weekend. We got a good deal on a multi-room suite with a discount code. (private room with a king bed for parent, queen bed for daughter and friend, pull-out couch for son). The desk person ignored our reservation and gave it to someone else, and tried to substitute two standard, one-bed rooms for the same price, with the rooms being on opposite sides of the hotel. For starters. I'm 6'5" tall, and would barely fit on a Full sized bed myself, let alone sharing with my son. Getting my wife, daughter, and friend in the other full-size bed was totally impossible. Main manager stepped in, apologized, and made a pretty good compromise. They comped out meal at the hotel restaurant and one night's stay. While we were eating they pulled out spare furniture Two king beds and a full-size bed, and dresser. They put them in a large conference room with it's own toilet and TV, and gave us the keys to the nearby standard room to use the shower/toilet as well. A bit awkward, but it worked. Best part was he made the desk guy help in the heavy lifting.
I mean she agreed to moving out after a few days.
@@windjager2177no, the person who doesn’t get a suite because she’s refusing to leave the suite
Honestly it would be a good compromise to give amenities comp to make up for the price they paid for the suite, or even refund the portion difference and offer at the very least a free spa session or dinner for the severe inconvenience
@@AvaricioDuesdefinitely refund the additional price for the suite, but they owe something special for the sudden change. Free meal, drinks on the house their whole stay, something big! Honestly, I think their whole hotel stay should be free.
Entitled rewards members are the worst.
Tip- give them adjoining rooms and split the rate.
Oh that's brilliant
If I pay to be a rewards member, you better be sure I'll advocate for myself and try to actually use any and all benefits the program offers. It's not a "me" problem how the business handles this behind the scenes.
Typically hotel rewards programs are free. 9 times out of 10 the high members are at that level because they travel for work and work pays or reimburses for thier rooms.
The manager should not have upgraded her.
The guest also knew they were supposed to move.
I WISH my manager's screwups had this much of a satisfying ending!
Hate the fact that the entitled 1 still got it her way and the 1 who had paid was downgraded. It just encouraged her and told her that she could get away with such things. Sad how the world works
Got to see the discussion with the manger and customer!!! Also the discussion between the area manager and manager!! Im so invested in this drama 😱😱😱😱
I have two friends. One work as hotel repectionist and another one is a bank account. Both of them always keeps notes on everything because any problem that is caused by the manager will be blamed upon them.
The CYA notes section is the single most important part of any accounts system!
I hope one day you have more than 2 friends.
@@keepdancingmaria2 friends is 2 to many.
@@keepdancingmaria ...and that more of them are humans, not accounts.
@keepdancingmay oure so small if this is what you got out of this
If they refuse to leave tell them they’ll have to triple charge her for the room because you’ll likely be paying for the room for the people who were supposed to get the suite and or you’ll have to pay them to stay elsewhere. Sign a contract when people say they will stay and move and the contract states they can be fined if they don’t leave when asked 😅
Ms.Clark should be charged for the upgrade then. The company is losing money downgrading someone else and also risks a corporate call when customer inevitably reviews/complains. Id also flag Ms Clarks account n note "DO NOT UPGRADE when sold out regardless of member status, she will not leave room when asked. Problem customer."
Something kiiinda like this happened to me once. I was a tour guide at a winery. We'd been having trouble with the guests stealing the wine glasses, as they were monogrammed with the winery's logo, they took them as souvenirs.
For the purposes of this story, there were two people I answered to. One was my direct superior, Anna, and the other was the head of HR, Mary. They were sisters, and co-owners.
One day I had a family over, and it was evident that the grandma stole a glass. Since it was just one, normally we would've let it pass, as to avoid trouble. However, I needed authorization for that. And Anna wasn't picking up the phone. So I had to ask Mary. And she said "have them searched".
HAVE THEM SEARCHED!? Never before or again this happened. But orders are orders. We had to have them searched.
Well the family had had a grand and awesome time, they had been laughing nonstop, they'd bought a lot of wine, and we had to have them searched. They were FURIOUS. Worst of all, the security guard did a half assed job of searching them, and they didn't even find the glass!!!
Next day, we had two gorgeous 1 star reviews, disparaging even our mothers. It was so embarrassing.
And to this day, they're the only 1 star reviews the winery has ever had.
Yes! 👏🏼👏🏼👏🏼 keep that manager accountable. They will either learn to be better or be pushed out. I’m tired of poor managers being kept in their positions when they are under qualified and don’t deserve that role.
I love that each of these triplets have the perfect shade of lipstick to portray their character!
So true. It really fits their vibe. The general manager red lipstick feels so "OFFICIAL"
Not triplets, it's the same lady.
Well done for standing up for yourself🎉🎉
😂 Great “We’d All Love to Call Our Shady Managers Out But Can’t Ever” skit!
We would get two rooms that connected and give them the extra room free with discount for inconvenience. Still have the one who messed up do the check in.
Most of the time it’s a questions of the amenities inside the room. Let’s say the downgraded rooms don’t have a rainfall shower or kitchen area giving them double of the thing they are lacking won’t solve anything. Your idea is a good one in theory if it’s a question number of beds but that’s seldom the case in these issues.
Can’t get enough of this story line❤
The manager should be fired, not for making the mistake but for lying and avoiding taking responsibility. Any manager that acts like that should not be a manager.
I LOVE watching the manager get the ACTUAL NATURAL CONSEQUENCES of their bad choices!! So refreshing!! I wish I could see that in real life too, but I guess this will have to do❤
Once had a similar situation to this, though it was an overbooking error. We stuck oir regular in a neighbouring hotel suite, but gave them a free giftcard worth their room rate to spend on whatever they wanted. Dude had his employers pay for his meals every visit and we ended up paying like £350 worth of beer for him over the next few months. He was actually quite happy with the arrangement 😂
If there isnt a "Walk of Shame" from the guest at the end, I propose an addition 😈
Always take notes!! I love that the manager acted shocked! So glad the rep defended herself!! I love that it got thrown back to management!! That woman would have. Thrown her under the bus!!
And that’s the reason I always make notes in patients charts regarding communication. It’s vital to keep records!
“Your honor, if you would take a look at the deposition you can clearly see…” 😅 same energy as a court room I love it
The downgraded guest should contact corporate.
Ideally, for the sake of less headache, you give them enough stuff to make up for it. Discounted rate (even from the downgraded rate), free drinks/dinner, etc if the hotel has such amenities. And if they have actual suites, they do.
@@AppalachianCascadianthat better be a BIG discount.
THAT is a good general manager right there ❤❤😂😂🎉🎉
Sweet revenge! Good on the boss for backing up the clerk and rerouting the bus, so to speak!
If she's there on a corporate business account, there should be a way to complain to HER boss, as well.
This is why people are so entitled! The fact that, because of her "status" she can't be removed but another guest who went through proper procedures to secure their room get penalized.
Many people are entitled, yes. Working in hospitality for over 15 years now, I've encountered loads of guests and most of them were lovely, some of them not so much. However, this is not a case of being entitled, it's a case where the management staff f-ed up and the guess shouldn't bear the consequences of their incompetence. Yes, she cannot be moved because of her status, which she very probably earned by being a loyal guest and spending loads of money. Of course there will be an issue with the other guest, but should this guest in question handled or suffer management's poor insight? I think not. This will probably be a growing/teaching moment for the manager.
@tiagotavares1059 I 100% disagree!
Of course, they probably shouldn't have given her the suite but she was informed in the first place that she would have to move If there were no cancelations, to which she agreed, but then due to her sense of entitlement she decided not to move like she was supposed to and instead barricade herself in the room so that she could get something she wanted but didn't work for. It wasn't the staff who is in the wrong! If people like this woman didn't take advantage of the situation, the hotel could offer upgrades for parts of people's stay! The only reason it's a policy not to is because if inconsiderate and entitled people like this woman. Regardless of how much money she has spent, which may not even have been hers, she still isn't entitled to things that she didn't work for or that don't belong to her!
@@ttvrs1059you know both can be true, it can be a manger mistake and an entitled person. It’s not like there’s no possible way for something to be more than one persons fault. I mean it’s hers, the managers, the higher managers for rewarding her bad behavior by letting her stay, the hotel’s for not having policies about documentation and signatures to prevent any of this from being an issue in the first place,
I saw the whole vid for this, and the customer was acting very entitled and management caved just to shut her up, plus the customer agreed to leave the suite.
Jess, for reals, imma need you to finish up this story. This is freaking great!
Now i want to see the private convo between asshole manager and general manager 😂
The decision was above my pay grade, the responsibility to handle it is also above my pay grade. Well played!
I NEED to see how that conversation went
Sounds like the front desk person informed the hotel manager that she was not going to burn for the company.
I wanna see the interaction of the downgraded guest and manager.
CYA - in point and for a reason, even when the manager tells you “that’s not how we work here.” Yes it is, yes it MOST definitely IS, at EVERY job.
The fact that the GM took Jessica’s word over the manager’s tells me this has happened more than once.
That was my thought as well. I wouldn't be surprised if this was the final nail in the coffin. Buh-Bye! 😅
I think it’s so beautiful that these triplets work together as adults.
Not triplets. Same person acting different roles. That's why you only see one at a time instead of a group shot of them together.
The joys of watching management opening their mouth and inserting their foot. 🤣🤣🤣
That look of “How dare you throw me under the bus I rightfully should be under that I tried throwing you under!” is all to familiar. You got it perfect! When they expect you to take the fall AND deal with the customer.
This is the reason why I don’t bother asking for a better room unless it smells like someone smoked in my room. I get the room that I paid for and that’s it. No one should except a better room just because they go there often. That’s just inconveniencing everyone in the staff and makes sure you look like Karen. 😂
I have been working in this field for 27 years and these are so on point.. Love these
Corp should analyze how much money & customers they lose because of promices to reward members.
Im glad they agreed that the manager needs to deal with the aftermath
This is a great example of not only the customer not always being right, but managers can't always give the customers their way.
This scenario has happened at every hotel I’ve worked at.
I get so mad that the manager is shocked and upset that they are being held accountable.
Love these videos.. Real life events reenactments .. videos are therapeutic -- such AWESOMENESS!
I would call the cops and have the lady removed from the room. I don't care what her status is.
Not worth the cost of breaking down the door, losing a customer, and creating a scene that makes other guests uncomfortable. But you can probably tack on some fees and revoke her membership.
@@alexw4482the cops wouldn't break down the door, a manager would unlock it.
@@tribalteuton7256she said the door was deadbolted; that isn't controlled from outside at all
@@tribalteuton7256 managers can’t undo the deadbolt.
@@OriginalWarwood but it's not possible to lock out the manager coz so far I know all doors are accessible to the one with master key and can't be fully closed like that
Need to see the follow up when the manager has to talk to the guest that has been downgraded 💜
The only time we upgrade is when a property sells a walk in room and then someone who booked the same room online after hours will automatically get an upgrade to the next available room type for the same price - it’s sooo different here…it’s quite pleasant to notify the entitled that that’s not how we do things in this country - and we don’t care about how much they scream and yell - it’s such a beautiful moment when they realise- you get what you pay for…and they are more than welcome to leave and find somewhere else to stay with a full refund…properties would rather better guests than dealing with ppl who expect more while paying the bare minimum…..Karen’s always end up being more work than it’s worth…
Sounds like you don't have a loyalty program then. These hotels advertise free room upgrades for customers with high enough status in the program, many including suite upgrades, if the room happens to be available during their stay. It is not a guarantee that the customer will be upgraded every time, it's just a nice bonus perk to encourage people to get a room within their network over the competitors.
@@myria2834 they have hundreds if not thousands of better guests who are happy to get exactly what they have paid for rather than cause drama and issues for them….it’s really nice to not have to pander to the entitled who think they are doing the property a favour by staying with them….when its not the case….if you are nice you will get more and if not then bugger off…money is money…and not worth putting up with all the crap that those who think it’s everything and justifies being a really horrible person…..
That was definitely the ideal way to handle that situation. It's really important that upper management owns the consequences of decisions made at that level.
Charge the customer for trespassing. She was told the policy and the room change. OR break the door down claiming you thought she was in danger 😂
“You mean I have to solve a problem all by myself. That I created all by myself. Well that’s not fair.”
-manager
Plot twist: the person they had to downgrade was another Karen on vacation with her kids.
This one, this one made me happy
ALWAYS GET IT IN WRITING!
Beautifully handled and executed. Document EVERYTHING!
This is why at my cashier job whenever management approves something that they shouldn't I'll log off the register and let them complete the transaction. That way they managers numbers/name is assigned to the transaction instead of mine.
Love videos! Such therapeutic awesomeness!
Another wonderful vid. Still obsessed with how pretty you are.
I love how she can switch roles so easily.
@@michellealjunaidi8471 First take easy every time for someone so talented. Having experience playing characters definitely doesn’t help. All just pure unadulterated talent and Weird Al speed costume changes am I right?
The thick eyeliner, small wing, underline, and neon red lipstick combo is every hotel manager's look, you nailed it 😂
Omg how could i forget to mention the bun
It is for times like this that maybe hotels should have access to a battering ram
ANOTHER PART PLZZZ WHEN THE MANAGER TELLS THE CUSTOMER
This happened to my family when we went on vacation one year. I have a pretty large family and my dad didn’t really want to deal with the hassle of trying to get two/3 rooms all next to eachother so he decided to get a suite. We arrived after a long day of flying only to find out they had given away our suite to someone who had complained abt their room. My dad had a really fun conversation with the manager the next morning
That's when someone gets kicked out of their suite.
@@emmamarkel8410 seriously
This content is SO GOOD in preparing us to real life work problems
I used to make sushi at a grocery store, and we would save some of the sushi from the day before to give to the tour bus drivers for free. In exchange for them always bringing a buss full of tourists to our store instead of the other one in town. My boss only came in once a month, and she forgot to save the sushi for the driver. So I told her she had to tell them, and I hid under the counter lol
Man everyone working at this hotel is 🔥
So that’s what it looks like to throw the right person under the bus
i landed on this video for no reason... annnnd i love it!
Figures 😒 I have a manager kinda like that
“Per manager approval” saves lives
Jessica, YES!!! The underside of that bus is only big enough for one of you 😆
I'm so glad there are bosses who are supportive and fair like that.
You speak as smooth as butter. I love listening to your voice.
"That is more than fair." said no GM in this situation ever.
I really love the red lipstick! It suits you, it's dramatic, but beautiful!
That was a whole ride. Glad the villain got outed in the end.
There goes your promotion when you do this to the manager.
Some grade school phrases are still useful and true in adulthood. 'You started it' comes to mind.
Good on you for standing up for yourself ❤
This story kept me on edge and went totally satisfying 😂
I have been waiting to find the next video of this saga all day lmao
Definition of “above my pay grade”.
This is one of the reasons I am no longer in the hotel industry. Rarely do they not throw the lowest person under the bus
this little series your doing is awesome! i like these!!
Girl I have been loving this skit. I'm sitting here waiting for the next drop lol! Got me.on the edge of my seat. My mom used to be a cast member for Disneyworld. Now she works for a big resort chain. My sister is a flight attendant. So between them, we get so many stories similar to this
As the GM of a pizza place, I approve this message. Blaming your employee for your own fuck-up is unacceptable. You're the GM, act like it