Being a "super-high-elite" hotel rewards member DOES NOT entitle you to WHATEVER YOU WANT. My husband and I are top tier members with a couple of hotel brands, and we're always understanding if a condition can't be met for any reason- and usually, if you're polite and gracious about it, they will do the best they can to make up for any benefits you might be missing out on (like give you an extra meal credit, bonus hotel points, etc.)
@@wheeltrouble If the guest is being a complete brat, you're not required to give them extras. She's said a bunch of times, the hotel business has an unfortunate habit of rewarding bad behavior- so in this instance, the guest got what they deserve. If they'd been nicer, I'm sure there would've been some compensation (she did mention the hotel would hold their bags while they enjoyed lunch).
@@laurendouglas6452 That’s exactly what I was thinking. Holding your bags for you was a very generous offer. I’ve never had a hotel do that for me. She just didn’t want to be told she couldn’t have something she wanted.
@@darkdaygirl Most will hold bags, if you ask nicely. (Especially if the hotel is a more posh sort of place.) The thing was, this guest was offered a chance for bags to be held. Was asked nicely to leave the room ON TIME. Was informed that their status was conditional. And the guest opted to say "no, I'm doing it MY way, and there will be no consequences". Which as anyone in a service industry knows... is a recipe for Consequences. In this case, a late check-out fee. Too bad the manager didn't show up behind her with "We told you, and it was by my direction that the fee was applied. Now, if you have anything further, you can go through your Status Rep, who will be informed about the full circumstances. Otherwise, I suggest you leave, before we call the bartender over."
@@darkdaygirl Actually, it's pretty common practice for hotels to hold bags for a departing guest. I travel from time to time, and I have no particular status with any hotel, and even as an average Joe checking out of a hotel room, most hotels have been very agreeable to my request to hold my bags for a few hours. Occasionally, there has been a nominal fee (maybe $5?), but it's usually a service that hotels are equipped to provide.
@@witchy90210 ngl if a customer that actually knew how things worked came up and said no or the things we want to for us... they might accidentally be getting a couple of drinks on the house.
@@Firecul the thing is that, I dont think its that complicated to understand. I dont mean it like "oh its an easy job" its just that rubbing 2 braincells together should make it clear. Then again if miss karen karens could do that this wouldnt happen
TO ALL IN SERVICE INDUSTRY: THANK ALL!!!! I make it a point to express my full appreciation when I stay. I speak with each individual I can to fully express such. When the staff has unforseen circumstances such as food/staff shortage, say I know they're doing fabulous. Write individual department cards as well as corporate.
That was the one saving grace of working in collections for a credit card company. We were allowed to say no and we were allowed to match the customers tone. If they were rude and hostile we could be rude and hostile right back. I pretty much never was rude, but just having the freedom to do so when it suited the situation was sooooooo nice. Literally the only good part about that job and a freedom more customer service employees should have.
@@DrClaw-y2l That's what she did - the charge was for "a room night plus tax." That's standard late fee. Usually, if a guest comes down within an hour or so, you knock it down to a prorate of 50% of a room night plus tax.
My last job had me staying in hotels for MONTHS at a time. There were a few times that I cussed out people for being entitled/rude to the staff. They were just doing their jobs and I couldn't get fired from the hotel, so it was a pleasure to say what they clearly wanted to say but couldn't. 😂
One of my favorite things about retiring, is I can now speak up on behalf of employees who can't speak up for themselves. My favorite Blessing for retail workers is "may everyone else be polite to you for the rest of the day, and those who can't may choke on their tongue for your personal entertainment" Watching the people behind me choose to readjust their outlook is priceless.
I was the bride in a similar scenario. We booked our rooms at the hotel where the reception was a year in advance and all was well (A+ service from the hotel staff). At the reception, I had to change into a wedding outfit from my husband's culture and accidentally locked my main wedding dress into the suite where my bridesmaids would be staying the night. Once I was done with the part of the reception that required the cultural dress, my maid of honor went to the front desk to get another key - only to be stuck behind some person yelling at the front desk employee about wanting the suite that *we* booked! I ended up missing precious time at my reception because of this jerk! He argued with the poor front desk for at least 15 minutes!
You should have gone full Bridezilla on his ass and made sure he knew you had already booked and paid for the suite and it's not the front desk's problem.
@OptimumTaurus Ironically, the reason that my maid of honor was doing it and not me was because I had to take the cultural outfit off in order to return to the person we rented the outfit from. In this particular outfit, I couldn't wear a bra so I had to wait in my panties until my maid of honor came back so, when she took so long, I couldn't leave and see what the hold up was! I didn't have my phone on me either so I couldn't call her!
@researchotaku Aww. Well, I hope your big day went well besides that jackass trying to take your room. 😊 Some people are so entitled they don't even consider other people might exist at all.
Honestly it should be worded "Higher priority for late check out approvals" that should get the message across its not gauranteed but you are more likely to get it approved over not rewards member"
I am a Super High Elite member with a hotel chain, but my idea of "late checkout" is noon! If leaving the property later is an issue, I have never had a problem leaving my luggage in the bellhop's storage room. Hotels need time to prepare for the next guest!
Exactly. We were staying at a hotel once and wanted to take a quick drive through town before packing up the car and heading home. We asked if we could have an extra half hour to leave our bags in the room. They agreed, but we would have graciously accepted "no" for an answer.
Yes, like I have had no problems leaving the bags in the with the staff for an early arrival or late departure without affecting check in and check out times
Yeah my pick up was delayed and the hotel was quite happy to let me put luggage behind reception and sit in reception on the WiFi while I waited. The receptionist even made me free cuppa of tea with the staff kettle.
Wow. At the last wedding I went to, the bride & family booked for the day BEFORE the wedding. 2 nights, not 1, and PRECISELY to avoid this sort of situation. Secondly - we are high level super elite members at a couple of hotel chains - great benefits & perks - but we ALWAYS ask, NEVER assume. Politely.
I was hoping they would disable the Karen's room keys and clear the room out while she was at Lunch, but I guess they were probably worried about her causing an issue with the Wedding Party.
@@burke615 Nope. The folio they signed at checkin (that almost nobody bothers to read) states that the guest waives the hotel's liability for damaged or missing property.
@@plouifasol Oh yes they can. The room is still the property of the hotel, and your tenancy in said room is at the behest of the hotel - if the staff have explicitly stated that check out it at a specific time and you are not out of the room by that time, you are considered a trespasser and can be legally removed with your belongings from the property. You can try to report it to whatever authorities you want, but the law will be on the side of the hotel every time, as the folio you signed at check in grants the hotel that power. Most hotels don't enforce this, as it's rarely a necessity, but in a case like this Karen, the hotel would not be at fault for removing her belongings and locking her out of the room that she no longer has the hotel's permission to use.
@plouifasol The room rental ends at check-out time (that's the signed contract) and the Do-Not-Disturb sign also becomes void at that time. Anything left in the room can be removed by the hotel and treated as Lost & Found. Simple as that.
@@Dargonhuman it's embarrassing how as a society we have taken away the autonomy of a no for anyone in service industries. There is zero excuses for us to not have the ability to say no when it is appropriate within the rules of the business.
Lol, quite literally lived this today, exactly at the same time this video came out... I have never had so many guests tell me "Im not leaving, you sort it out" (yes actual quote and yes i heard this and various versions of it at least 3 times today). I had one guy actually ask why a fully booked hotel, couldn't just put the next guest in a diffrent room... Then he told me "well im on the mountain right now (skiing) so you can figure it out, but im not leaving"... He was more upset at being disturbed while skiing, than the fact we needed him out of the room immediately. Unfortunately my shift ended before I could find out what happened, but I suggested to my boss that he should call the guest every 5 minutes to just tell him random useless things like "Sir, were you aware we have over 300 rooms here at the property" or "Did you hear we have some great specials coming up, here are a list of them you might be interested in", in hopes of ruining his runs.
*Overhearing this conversation* "Oh you don't have to send a complaint form. I'm already here. I am a representative of the reward program. And you are no longer in it. The main rule we have on it is to not be a rude, entitled customer. It's the first line, in bold caps. So, because this is your.... 5th strike, how did they not catch this 2 strikes back, ...you are now removed from the program. Now get your items, and leave. You are not allowed here."
The best solution to that is to set a penalty warning if the guest happens to disrupt the hotel's job. You set the highest fine and specify the reportable situations on a paper. You make them sign it and tell them to read them carefully. When situations like this happen, you tell them to read "again" the copy of the contract and say out loud the amount of money they would have to pay if they cause any of those inconveniences. Money is universal language and, unfortunately, the only way (along with the police intervention) to make toxic customers follow the rules. You can't imagine how fast they move their ass*s once you tell them the amount.
That's actually already part of the contract for "Super High Elite" rewards members. It's not a specified amount, but it's stated "one night's fees and taxes" or "equal to rate of one night's stay at peak season". That wording "peak season" means they charge you the highest room price - even if you got the cheapest room.
Different industries, same kinds of Karens. I cannot tell you how many times a caller insisted we told them "yes" to something they wanted us to do and when I pulled the call and listen to it, that was nowhere near what was said. Kudos to my agents for following the rules in spite of a Karen trying to toss them under the bus. I wish Karens like this were the rare exception not the daily occurrence. Thank you, Jessica, for making me laugh. Days like today I bath in the joy of your "NO"!
I wish we were allowed to say no to customers in so many different service jobs. If what they are asking is redundant or ridiculous no should be allowed to say if you know it's correct.
Wait a minute? This isn't a thing? In Europe you are able to say "no" in so many different ways. I do tend to say: "I am sorry, but there is no availability for appointments that day", but... if they insist on a certain day, I will be very clear and say: "No, like I said, we have availability at (this time)." And it ALWAYS works like a charm.
@@Yoruake89In this case America has it backwards. Someone once said "The customer is always right, even when they are wrong". This stupidity has been the bane of most if not all service professions since. As a result people have turned into Karen's to the max.
@@katherinkeegan8601I hoped, that with Start Ups this entitlement would end, steadyly and slowly. But... it seems like the American way of life is... something I will never understand.
@@Yoruake89 The American way has been corrupted. Over the last 20 years, the loony liberals have tried to destroy the American dream. They have attacked the nuclear family, conservatism, the economy and destroy anyone and anything that makes them accountable to themselves and others. The prime example of this is the birth of the 'Karen'. Karens are always right, deserve everyone's property and demand their every whim be fulfilled. America has finally had enough. People are fighting back against Karen's and other liberals and saying NO. Whether or not it's too late to put them in their place, remains to be seen.
the fact that the cheery customer service voice is basically talking to _adults_ like children yet children would understand availability means they cant stay there
Haven't personally worked in hospitality but have worked for years in service, and have to say the most satisfying thing ever is being able to say no and knowing there are no repercussions.
i haven't yet dealt with a karen giving herself a late checkout like that (altho i have had a few check out an hour late without even asking), but i have DEFINITELY dealt with the the "but the wedding is at 4!!! what do you MEAN checkin starts at 4???? how are we supposed to get ready? I NEED A ROOM" multiple times
Lol I got the nervous frustrated sweats just watching that. Super Elite members all seem to think that no rules apply to them and that they get everything they want just because they are Super Elite members. Ugh good job Jess I have been in the Hospitality industry for 16 years. And have been an Assistant Manager for 3 years and a GM for 7 years.
I was surprised to hear from a friend who works in the hotel industry recently, about all the perks these elite members get. Stuff like infinite free food and drink really surprised me. She also had some hilarious stories about angry rich Karen's losing the plot things that would never be possible in the hotel my friend works at.
Thankfully, the high tiers that offer that kind of stuff are reserved for the people who spend insane amount of money over the year so it's not common to run into them for the average hotel employee. But it's hilarious when the low tier rewards members come in acting hot shit like they are on the elite levels, all because they signed up for a free program.
I need more to this. I need the Karen continuing to throw a hissy fit, I need the bridal party walking into this, and I need the manager to walk in and treat the Karen like a toddler.
When I used to work in a customer facing role, one of my absolute pet hates was when they’d say either “so YOU’RE telling ME….”, which I saw the Karen in this video saying, or worse than that “are YOU trying to tell ME….” - I was always so very demoted to say “I’m not TRYING to tell you, I AM telling you!”
What I usually try to do when people start to get icky about stuff like that is to remove myself from the equation. "No, I'm not telling you, I'm explaining you the rules" or whatever. Does it work? Not really, but sometimes people realize that I'm not "telling them" stuff because I want to be a dick, but that I simply reinforce the rules my job dictates.
I've arrived at hotels before check out times, and sometimes I've had to check out of hotel rooms before I wanted to leave. In those cases, I've left my bags with bell services and went on with my life. Sometimes the hotel was able to grant me early check in, which is nice, but I've only contracted with them based on their check in / out times. I don't really use hotel rewards programs, but I have top loyalty status with Princess Cruises (and I'm very high up on Royal Caribbean). But if I want something, I ask politely, without waving my "Elite" status like that person in now my personal slave here to do my every bidding.
There's always someone like this at the front desk when im trying to leave for work too they can't afford there bill or there card declines but every time they see me I always have a room some how and i just need quarters for the coke machine. 😊
When we needed a hotel stay for a wedding, we booked the night before and the night of so we had all day. The hair dresser and makeup artist came to the hotel and turned the bride's suite into a salon for all the ladies in the wedding. It was a great day and having everything in one place helped to keep the stress down.
That sounds like a privacy issue! The last thing you'd want is Ms Super High Elite Rewards spotting someone in a wedding dress and harassing them about having to check out early, for example. I bet it's policy not to give any details on the following guests, even seemingly generic ones like "wedding party"
I love this! Justice well served!! I still think about the one with the upgraded suite alot where the lady refused to leave the room because sue thought she was entitled to the suite. I now would like to add this ending to my train of thoughts and think that something like this would happen to her when she checked out. 😂❤
Ok the reason why there is soooo many karens is because you have people who would rather give in to them then hear their mouths. Usually it's a manager or higher up in any company that has their heads up their gluteus Maximus
I wish my workplace had phone recordings like this. Just dealt with a very frustrating customer interaction this weekend where a customer *insisted* I quoted her $27 for a cake when I had, written directly on her order as confirmation of what I told her directly, actually quoted her $33 because she wanted an edible image added to her cake... Sure, ma'am, waste ten minutes of my time calling me out as if I'm a liar over a $6 payment difference *you* forgot about. Customers are sometimes right, but believe it or not, they're usually wrong and just refuse to believe it. It's a shame, too, as had she simply acknowledged her misunderstanding, we wouldn't have marked her as a management concern for any future orders. Imagine needing to have management approve your order cost before you can leave a cake order. How embarrassing... For literally everyone involved. I won't be happy, she won't be happy, my manager won't be happy - but not unhappy enough to not have it done!
When this happens at our hotel, we bag their belongings, hold them in the lobby and rekey the door. We don't care to give somebody a late check out if we can. But if we can't, and another guest is waiting on that room, then it is on them...
If I had a nickle for the amount of times that I have had the fact that the person is a "super high elite member" thrown in my face I would be a millionaire.
These entitled people are like those who insist it's your job to put right a road being washed out or blocked by a landslide. Tragic that they have so little in their lives that they can't face reality.
That took longer than it should have. Firm, fair, and consistent with the “No” much earlier in the conversation. Then, when customer tries again, hit them with “What part of ‘No’ didn’t you understand? The ‘N’ part or the ‘O’ part?” That’ll leave her gasping for air like a fish out of the water. “No” is a beautiful word. It’s a complete thought. It’s a complete sentence. It’s a complete paragraph. It’s a complete end of discussion. It’s the hospitality industry, not the pushover industry. I can be quite hospitable while saying “No.”
I have found that when I ask nicely, and maybe explain my circumstances, that hotel desk staff usually accommodate. But, yeah, if you pull attitude on them -- you will get nothing -- if you are lucky.
I'd love to see the bridal party check-in. And, she hear how thankful they are that they worked things out since one of their rooms wasn't available to the party. So she could see what she did.
I traveled on an expense-paid won holiday trip once. As part of the trip we all arrived about 9-11am and to ensure we had rooms the hotel was booked the night before for every room. There was about 150-200 people worth of 5 star rooms that were booked an extra night just so we could get in early! Also that No! Was sooo satisfying to hear!
Woof.. 😤 the amount of circles and hoops to jump through to get them to understand THE SAME information 🤦🤦🤦🤦. Gotta exhaust all possibilities before they listen 😮💨
“It’s not like there’s an angry mob”
And that’s EXACTLY when the wedding party shows up.
I was hoping to see that.
@@HariSeldon913me too! Maybe the MofB or Bride going Bridezilla?
Even if it didn't happen, if we could get a part 2 to this of that happening, we'd all crack up and LOVE IT! 🤩😈😈🤣🤣
I was thinking the same thing, lol. The wedding party showing up at that time
I tought the same thing. And witness the difficulty checking-in , bridzilla and then oohh that is why i couldn't stay
Being a "super-high-elite" hotel rewards member DOES NOT entitle you to WHATEVER YOU WANT. My husband and I are top tier members with a couple of hotel brands, and we're always understanding if a condition can't be met for any reason- and usually, if you're polite and gracious about it, they will do the best they can to make up for any benefits you might be missing out on (like give you an extra meal credit, bonus hotel points, etc.)
That's what got me in this vid. Vanel missed the boat by not trying to sweeten the deal in the slightest.
@@wheeltrouble If the guest is being a complete brat, you're not required to give them extras. She's said a bunch of times, the hotel business has an unfortunate habit of rewarding bad behavior- so in this instance, the guest got what they deserve. If they'd been nicer, I'm sure there would've been some compensation (she did mention the hotel would hold their bags while they enjoyed lunch).
@@laurendouglas6452
That’s exactly what I was thinking. Holding your bags for you was a very generous offer. I’ve never had a hotel do that for me. She just didn’t want to be told she couldn’t have something she wanted.
@@darkdaygirl Most will hold bags, if you ask nicely. (Especially if the hotel is a more posh sort of place.)
The thing was, this guest was offered a chance for bags to be held. Was asked nicely to leave the room ON TIME. Was informed that their status was conditional. And the guest opted to say "no, I'm doing it MY way, and there will be no consequences".
Which as anyone in a service industry knows... is a recipe for Consequences. In this case, a late check-out fee. Too bad the manager didn't show up behind her with "We told you, and it was by my direction that the fee was applied. Now, if you have anything further, you can go through your Status Rep, who will be informed about the full circumstances. Otherwise, I suggest you leave, before we call the bartender over."
@@darkdaygirl Actually, it's pretty common practice for hotels to hold bags for a departing guest. I travel from time to time, and I have no particular status with any hotel, and even as an average Joe checking out of a hotel room, most hotels have been very agreeable to my request to hold my bags for a few hours. Occasionally, there has been a nominal fee (maybe $5?), but it's usually a service that hotels are equipped to provide.
It's sad that us in the hospitality field can't say no often
Can you hold up a sign? Can you have someone else say it for you? Can we as a customer do it for you?
@@witchy90210 ngl if a customer that actually knew how things worked came up and said no or the things we want to for us... they might accidentally be getting a couple of drinks on the house.
@@Firecul the thing is that, I dont think its that complicated to understand. I dont mean it like "oh its an easy job" its just that rubbing 2 braincells together should make it clear. Then again if miss karen karens could do that this wouldnt happen
TO ALL IN SERVICE INDUSTRY: THANK ALL!!!! I make it a point to express my full appreciation when I stay. I speak with each individual I can to fully express such. When the staff has unforseen circumstances such as food/staff shortage, say I know they're doing fabulous. Write individual department cards as well as corporate.
That was the one saving grace of working in collections for a credit card company. We were allowed to say no and we were allowed to match the customers tone.
If they were rude and hostile we could be rude and hostile right back. I pretty much never was rude, but just having the freedom to do so when it suited the situation was sooooooo nice.
Literally the only good part about that job and a freedom more customer service employees should have.
"You know what? I'd be happy to call my manager and let her talk to you. The same manager that told me to add that late checkout charge."
This was exactly the situation whereby one should "please hold, and I will get the manager on the line for you".
So much more satisfying telling them no yourself
Late checkout charge? I'd have charged her for another night.
@@DrClaw-y2l That's what she did - the charge was for "a room night plus tax." That's standard late fee. Usually, if a guest comes down within an hour or so, you knock it down to a prorate of 50% of a room night plus tax.
My last job had me staying in hotels for MONTHS at a time. There were a few times that I cussed out people for being entitled/rude to the staff. They were just doing their jobs and I couldn't get fired from the hotel, so it was a pleasure to say what they clearly wanted to say but couldn't. 😂
Not all heroes wear capes! 😁
One of my favorite things about retiring, is I can now speak up on behalf of employees who can't speak up for themselves.
My favorite Blessing for retail workers is "may everyone else be polite to you for the rest of the day, and those who can't may choke on their tongue for your personal entertainment"
Watching the people behind me choose to readjust their outlook is priceless.
Customers like you are what kept me sane working retail LMAOOO.
I've comped parking for guests who did this for us at the desk :)
From a former retail worker, you're an MVP.
I was the bride in a similar scenario. We booked our rooms at the hotel where the reception was a year in advance and all was well (A+ service from the hotel staff). At the reception, I had to change into a wedding outfit from my husband's culture and accidentally locked my main wedding dress into the suite where my bridesmaids would be staying the night. Once I was done with the part of the reception that required the cultural dress, my maid of honor went to the front desk to get another key - only to be stuck behind some person yelling at the front desk employee about wanting the suite that *we* booked! I ended up missing precious time at my reception because of this jerk! He argued with the poor front desk for at least 15 minutes!
You should have gone full Bridezilla on his ass and made sure he knew you had already booked and paid for the suite and it's not the front desk's problem.
Would be the one time being a Bridezilla would be both helpful and appropiate
@OptimumTaurus Ironically, the reason that my maid of honor was doing it and not me was because I had to take the cultural outfit off in order to return to the person we rented the outfit from. In this particular outfit, I couldn't wear a bra so I had to wait in my panties until my maid of honor came back so, when she took so long, I couldn't leave and see what the hold up was! I didn't have my phone on me either so I couldn't call her!
Well that sounds... fun.
Not
@researchotaku Aww. Well, I hope your big day went well besides that jackass trying to take your room. 😊 Some people are so entitled they don't even consider other people might exist at all.
Damn that’s the fiercest Karen I’ve seen in a while. What about hotel availability does she not understand??
The part about it applying to her. In her world that only applies to other people.
"Well I dont see anybody else here!"
But she's entitled!! Rules don't apply to her!
Honestly it should be worded "Higher priority for late check out approvals" that should get the message across its not gauranteed but you are more likely to get it approved over not rewards member"
The part where she's not the main character
I am a Super High Elite member with a hotel chain, but my idea of "late checkout" is noon! If leaving the property later is an issue, I have never had a problem leaving my luggage in the bellhop's storage room. Hotels need time to prepare for the next guest!
Exactly. We were staying at a hotel once and wanted to take a quick drive through town before packing up the car and heading home. We asked if we could have an extra half hour to leave our bags in the room. They agreed, but we would have graciously accepted "no" for an answer.
Thank you! As a hotel worker going on ten years, people like you are like a breath of fresh air after mucking out a septic tank.
ikr? It's not like I don't have to eventually take all my stuff downstairs anyway.
Yes, like I have had no problems leaving the bags in the with the staff for an early arrival or late departure without affecting check in and check out times
Yeah my pick up was delayed and the hotel was quite happy to let me put luggage behind reception and sit in reception on the WiFi while I waited. The receptionist even made me free cuppa of tea with the staff kettle.
"NO" - The fabled hospitality word you RARELY ever get to say but WISH to every single day!!!
As someone who works in customer service, that "No" is incredibly cathartic.
Wow. At the last wedding I went to, the bride & family booked for the day BEFORE the wedding. 2 nights, not 1, and PRECISELY to avoid this sort of situation.
Secondly - we are high level super elite members at a couple of hotel chains - great benefits & perks - but we ALWAYS ask, NEVER assume. Politely.
I was hoping they would disable the Karen's room keys and clear the room out while she was at Lunch, but I guess they were probably worried about her causing an issue with the Wedding Party.
There's also potential liability if they touch her things and anything is broken or goes missing (or is claimed to be.)
No, hotels can't remove your stuff if it's not a major emergency. That's reportable.
@@burke615 Nope. The folio they signed at checkin (that almost nobody bothers to read) states that the guest waives the hotel's liability for damaged or missing property.
@@plouifasol Oh yes they can. The room is still the property of the hotel, and your tenancy in said room is at the behest of the hotel - if the staff have explicitly stated that check out it at a specific time and you are not out of the room by that time, you are considered a trespasser and can be legally removed with your belongings from the property. You can try to report it to whatever authorities you want, but the law will be on the side of the hotel every time, as the folio you signed at check in grants the hotel that power.
Most hotels don't enforce this, as it's rarely a necessity, but in a case like this Karen, the hotel would not be at fault for removing her belongings and locking her out of the room that she no longer has the hotel's permission to use.
@plouifasol The room rental ends at check-out time (that's the signed contract) and the Do-Not-Disturb sign also becomes void at that time. Anything left in the room can be removed by the hotel and treated as Lost & Found. Simple as that.
I'll bet that "no" felt good to say.
Oh yes. As a nearly ten-year hotel veteran, being able to say that one tiny word without repercussion feels VERY good.
@@Dargonhuman it's embarrassing how as a society we have taken away the autonomy of a no for anyone in service industries. There is zero excuses for us to not have the ability to say no when it is appropriate within the rules of the business.
@@Sinovian you're not wrong at all.
I just absolutely love the ending where you say NO
I would’ve love also if she’d quoted the lady from earlier “I’m going to leave you and my manager to square this away while I go to dinner” 😂
hello i see a murder drones username
@@queer_basilisk yes yes you do
That “no” burned with the fire of a 1000 suns 😂
Lol, quite literally lived this today, exactly at the same time this video came out...
I have never had so many guests tell me "Im not leaving, you sort it out" (yes actual quote and yes i heard this and various versions of it at least 3 times today).
I had one guy actually ask why a fully booked hotel, couldn't just put the next guest in a diffrent room... Then he told me "well im on the mountain right now (skiing) so you can figure it out, but im not leaving"... He was more upset at being disturbed while skiing, than the fact we needed him out of the room immediately.
Unfortunately my shift ended before I could find out what happened, but I suggested to my boss that he should call the guest every 5 minutes to just tell him random useless things like "Sir, were you aware we have over 300 rooms here at the property" or "Did you hear we have some great specials coming up, here are a list of them you might be interested in", in hopes of ruining his runs.
*Overhearing this conversation*
"Oh you don't have to send a complaint form. I'm already here. I am a representative of the reward program. And you are no longer in it. The main rule we have on it is to not be a rude, entitled customer. It's the first line, in bold caps. So, because this is your.... 5th strike, how did they not catch this 2 strikes back, ...you are now removed from the program. Now get your items, and leave. You are not allowed here."
Any wedding party, check in the day before to gaurentee you have a room to get ready in by whatever time you want
The best solution to that is to set a penalty warning if the guest happens to disrupt the hotel's job. You set the highest fine and specify the reportable situations on a paper. You make them sign it and tell them to read them carefully. When situations like this happen, you tell them to read "again" the copy of the contract and say out loud the amount of money they would have to pay if they cause any of those inconveniences. Money is universal language and, unfortunately, the only way (along with the police intervention) to make toxic customers follow the rules. You can't imagine how fast they move their ass*s once you tell them the amount.
Better yet, just DNR ("Do Not Rent" Blacklist) them and let them know that's what is happening.
That's actually already part of the contract for "Super High Elite" rewards members. It's not a specified amount, but it's stated "one night's fees and taxes" or "equal to rate of one night's stay at peak season". That wording "peak season" means they charge you the highest room price - even if you got the cheapest room.
Different industries, same kinds of Karens. I cannot tell you how many times a caller insisted we told them "yes" to something they wanted us to do and when I pulled the call and listen to it, that was nowhere near what was said. Kudos to my agents for following the rules in spite of a Karen trying to toss them under the bus. I wish Karens like this were the rare exception not the daily occurrence. Thank you, Jessica, for making me laugh. Days like today I bath in the joy of your "NO"!
Yay! I remember the unrivalled joy of telling rude, obnoxious customers they can't have their own way!
I felt that "NO" in my soul
I hope everyone get's to feel the satisfaction at some point in their life, that this agent must have felt when they told this customer "NO"
Being able to say that no must have been just EVERYTHING!
I wish we were allowed to say no to customers in so many different service jobs. If what they are asking is redundant or ridiculous no should be allowed to say if you know it's correct.
Wait a minute? This isn't a thing? In Europe you are able to say "no" in so many different ways. I do tend to say: "I am sorry, but there is no availability for appointments that day", but... if they insist on a certain day, I will be very clear and say: "No, like I said, we have availability at (this time)." And it ALWAYS works like a charm.
@@Yoruake89In this case America has it backwards. Someone once said "The customer is always right, even when they are wrong". This stupidity has been the bane of most if not all service professions since. As a result people have turned into Karen's to the max.
@@katherinkeegan8601I hoped, that with Start Ups this entitlement would end, steadyly and slowly. But... it seems like the American way of life is... something I will never understand.
@@Yoruake89 The American way has been corrupted. Over the last 20 years, the loony liberals have tried to destroy the American dream. They have attacked the nuclear family, conservatism, the economy and destroy anyone and anything that makes them accountable to themselves and others. The prime example of this is the birth of the 'Karen'. Karens are always right, deserve everyone's property and demand their every whim be fulfilled. America has finally had enough. People are fighting back against Karen's and other liberals and saying NO. Whether or not it's too late to put them in their place, remains to be seen.
@@Yoruake89 I agree. And I have grown up here. Those Karens need to spend 1 year in a random service industry
the fact that the cheery customer service voice is basically talking to _adults_ like children yet children would understand availability means they cant stay there
That final "NO" sounded very satisfying.
I had to replay that "No." like 5 times. That was everything I needed in my life. 😆
Haven't personally worked in hospitality but have worked for years in service, and have to say the most satisfying thing ever is being able to say no and knowing there are no repercussions.
I‘d be interested to see the bridal party’s side of things! I hope they‘re nice people for once, but one can only hope… 😅
OMG YES We want a Wedding Planner POV video, Jess!
...Do we just watch all the same videos regardless of fandom or genre? LMAO
@@Umekopyon OMG HIIII! 😂😂🤣🤣 sure seems like it xD
i haven't yet dealt with a karen giving herself a late checkout like that (altho i have had a few check out an hour late without even asking), but i have DEFINITELY dealt with the the "but the wedding is at 4!!! what do you MEAN checkin starts at 4???? how are we supposed to get ready? I NEED A ROOM" multiple times
Lol I got the nervous frustrated sweats just watching that. Super Elite members all seem to think that no rules apply to them and that they get everything they want just because they are Super Elite members. Ugh good job Jess I have been in the Hospitality industry for 16 years. And have been an Assistant Manager for 3 years and a GM for 7 years.
I was surprised to hear from a friend who works in the hotel industry recently, about all the perks these elite members get. Stuff like infinite free food and drink really surprised me. She also had some hilarious stories about angry rich Karen's losing the plot things that would never be possible in the hotel my friend works at.
Thankfully, the high tiers that offer that kind of stuff are reserved for the people who spend insane amount of money over the year so it's not common to run into them for the average hotel employee. But it's hilarious when the low tier rewards members come in acting hot shit like they are on the elite levels, all because they signed up for a free program.
@@TwistyKittythe only ones I know that have that status at hotels are those who travel for business, especially lobbyists.
god tier levels of patience. the audacity of some people.
I need more to this. I need the Karen continuing to throw a hissy fit, I need the bridal party walking into this, and I need the manager to walk in and treat the Karen like a toddler.
That “NO” was just as cathartic for me and this was a skit I watched second hand
Omg, sometimes i feel like i shouldn't watch these movies just because i get soo soo angry at the hotel guest, so well played Jessica 😅
When I used to work in a customer facing role, one of my absolute pet hates was when they’d say either “so YOU’RE telling ME….”, which I saw the Karen in this video saying, or worse than that “are YOU trying to tell ME….” - I was always so very demoted to say “I’m not TRYING to tell you, I AM telling you!”
What I usually try to do when people start to get icky about stuff like that is to remove myself from the equation. "No, I'm not telling you, I'm explaining you the rules" or whatever. Does it work? Not really, but sometimes people realize that I'm not "telling them" stuff because I want to be a dick, but that I simply reinforce the rules my job dictates.
I've arrived at hotels before check out times, and sometimes I've had to check out of hotel rooms before I wanted to leave. In those cases, I've left my bags with bell services and went on with my life. Sometimes the hotel was able to grant me early check in, which is nice, but I've only contracted with them based on their check in / out times.
I don't really use hotel rewards programs, but I have top loyalty status with Princess Cruises (and I'm very high up on Royal Caribbean). But if I want something, I ask politely, without waving my "Elite" status like that person in now my personal slave here to do my every bidding.
That “No!” was insanely satisfying to hear! 🥇😂
There's always someone like this at the front desk when im trying to leave for work too they can't afford there bill or there card declines but every time they see me I always have a room some how and i just need quarters for the coke machine. 😊
We as Super High Elite Members need a continuation on this.
"no" is a complete sentence. Yay Jessica!
When we needed a hotel stay for a wedding, we booked the night before and the night of so we had all day. The hair dresser and makeup artist came to the hotel and turned the bride's suite into a salon for all the ladies in the wedding. It was a great day and having everything in one place helped to keep the stress down.
Telling her "no" was priceless. However, telling her that was a manager's job. You aren't paid enough to have a customer go balistic.
At the end, I probably would have mentioned that it was for a wedding. If she doesn't back down then, mention the potential bridezilla situation.
That sounds like a privacy issue! The last thing you'd want is Ms Super High Elite Rewards spotting someone in a wedding dress and harassing them about having to check out early, for example. I bet it's policy not to give any details on the following guests, even seemingly generic ones like "wedding party"
@@let2367 Fair point.
That "NO." was everything lol
That was the most satisfying "NO"😂👏
I love how the super high elite rewards member karen is so graceful while being awful, I really like that
Need a PT 2. PLEASE!
Hopefully she get her Super Whatever status rescinded. 🤞
Yea, girl. Go for it. You tell her. Stand your ground. Stick up for what is right. Don't let her intimate you.
I'm glad the manager had her back!
Probably the first time that woman ever heard the word "NO!" LOL
The last punch line is absolutely cool
I love this! Justice well served!!
I still think about the one with the upgraded suite alot where the lady refused to leave the room because sue thought she was entitled to the suite. I now would like to add this ending to my train of thoughts and think that something like this would happen to her when she checked out. 😂❤
Ok the reason why there is soooo many karens is because you have people who would rather give in to them then hear their mouths. Usually it's a manager or higher up in any company that has their heads up their gluteus Maximus
I love when she said. NO!
I wish my workplace had phone recordings like this. Just dealt with a very frustrating customer interaction this weekend where a customer *insisted* I quoted her $27 for a cake when I had, written directly on her order as confirmation of what I told her directly, actually quoted her $33 because she wanted an edible image added to her cake... Sure, ma'am, waste ten minutes of my time calling me out as if I'm a liar over a $6 payment difference *you* forgot about. Customers are sometimes right, but believe it or not, they're usually wrong and just refuse to believe it. It's a shame, too, as had she simply acknowledged her misunderstanding, we wouldn't have marked her as a management concern for any future orders.
Imagine needing to have management approve your order cost before you can leave a cake order. How embarrassing... For literally everyone involved. I won't be happy, she won't be happy, my manager won't be happy - but not unhappy enough to not have it done!
"NO!" I love it!
That last “NO” was awesome!
Oh, that "no" at the end, that came from DEEEP down
There are people that know how to be rich and there are people who know how to be poor. Then theres everybody else. Great video about everybody else
So, essentially, she was charged extra for being a pain in the ass. That's awesome! I love it!
I love that "No!" in the End. 😌
Ohh the drama was hot with this woman! I loved every second of this video! 😂😂🤩🤩😂😂😂
That no was from her core.
It is so sad people can’t accept something so simple
When this happens at our hotel, we bag their belongings, hold them in the lobby and rekey the door. We don't care to give somebody a late check out if we can. But if we can't, and another guest is waiting on that room, then it is on them...
Jessica never fails to surprise me on what problems can occur for hotel employees' especially The Who the front desk agents😯😯😯
If I had a nickle for the amount of times that I have had the fact that the person is a "super high elite member" thrown in my face I would be a millionaire.
😂😂😂 That last "No" got me good!😂😂😂
I need a part 2
These entitled people are like those who insist it's your job to put right a road being washed out or blocked by a landslide. Tragic that they have so little in their lives that they can't face reality.
That took longer than it should have. Firm, fair, and consistent with the “No” much earlier in the conversation. Then, when customer tries again, hit them with “What part of ‘No’ didn’t you understand? The ‘N’ part or the ‘O’ part?” That’ll leave her gasping for air like a fish out of the water.
“No” is a beautiful word. It’s a complete thought. It’s a complete sentence. It’s a complete paragraph. It’s a complete end of discussion.
It’s the hospitality industry, not the pushover industry. I can be quite hospitable while saying “No.”
I would absolutely love to know what comes after that deeply gratifying “NO.”
I have found that when I ask nicely, and maybe explain my circumstances,
that hotel desk staff usually accommodate.
But, yeah, if you pull attitude on them -- you will get nothing -- if you are lucky.
I love this one. Jess is a good little actress on all these characters she plays. They all have a distinct and different personality shining through
That “NO” at the end looked like it felt SO good to say
I'd love to see the bridal party check-in. And, she hear how thankful they are that they worked things out since one of their rooms wasn't available to the party. So she could see what she did.
The "NO" at the end got me
Thanks for the resolution! So happy with the "NO." Which, as we all know, is a COMPLETE sentence.
The hard NO has to be so satisfactory in these situations.
I wish I knew where you worked. I would visit you regularly. You are a blessing 🙂
I traveled on an expense-paid won holiday trip once. As part of the trip we all arrived about 9-11am and to ensure we had rooms the hotel was booked the night before for every room. There was about 150-200 people worth of 5 star rooms that were booked an extra night just so we could get in early!
Also that No! Was sooo satisfying to hear!
Now I want a part 5 of this 🤣🤣
Nothing more satisfying than telling a titanium tier entitled guestzilla "no."
Bridezilla appears behind her. "ma'am yeah that was my room. Do you want to pay for MY wedding ?" XD would be a nice cherry on top.
Bridezilla vs Karen... now that's a match-up!
Entitled people where the world revolves around them 🙄 love your videos!!
the best NO ever
I love the NO at the end
Deactivate her keys and say, oh I’m sorry but you are no longer registered in that room. You may find your things in lost and found 🤣🤣
There are ALWAYS Special Exceptions to any Rule
To say no as CSR at any place is SOO GRATIFYING!!
The BEST answer - NO is a complete sentence!
I felt that NO. in my soul.
Getting to tell someone like that "no" must be great.
Woof.. 😤 the amount of circles and hoops to jump through to get them to understand THE SAME information 🤦🤦🤦🤦. Gotta exhaust all possibilities before they listen 😮💨
I was waiting for that NO. at the end!!!! 🎉
I distinctly hear the F-word prior to that “NO!”
I got to say "no" to a guest the other day and it was SUCH A RUSH