Upon reviewing the complaint, I would like to state the facts that occurred from my standpoint.Mr*** was checked in on Friday, April 22, by another GSR named Holly, he came to the front desk with just him, his wife/girlfriend and children, a little boy under and a girl (not sure of
her age)About minutes after check-in, we noticed a man walking in with a suitcase, he proceeded to get on the elevator not even acknowledging that we were behind the deskNot knowing who he was or where he was going, I watched him on the security cameraSomeone met him in the hallway outside of Mr***'s roomI instructed Holly to call the room and let them know that they had too many people and needed to upgrade to a larger roomHolly being new, did not feel comfortable doing this so she asked me to do it so she can listen in and know how to handle it.The room was called, a woman answered and she was told this - her answer was not everyone is staying, then told her that they put names down, she told me"yeah and" and was hung up on.I left work for the evening at 9:and instructed Holly to keep an eye on it and let security know what was going onMr*** DID NOT come to the front desk that evening to speak to me, he never even acknowledged the phone call.The next morning, l arrived to work at 7am, did not know what took place after left the night before, we (Officer D*** and I ) observed Mr*** angrily walking down the hallway (this was at 7:the latest) and getting on to the elevatorAn altercation took place at the front desk between the guest/his girlfriend and security/front deskThere was a very loud exchange of words, customers were irate and cursing, asked the woman (not even sure of her name) to please stop yelling and cursing at me that was talking to her calmly, that made her more angry and she kept slapping her hands at me and continued to yell and curseShe kept screaming at me that I did not speak to her on the phone, stated that spoke I to a woman, not necessarily her Mr*** was claiming no one told him anything about this and that he walked past the desk all night, claims he knew nothing of a phone callI told them was trying to locate a manager, even sent a text to another employee to see if she knew what time her manager was coming in, all the while the were still screaming and cursingI did not leave the front desk, was trying to calmly explain everything to them but they just were not listeningI DID NOT call the cops, Officer D*** called the cops because he felt their anger was just escalating too muchWe were able to get a manager on the phone, and it was decided by Management that they were to leave the property, I did not make that decision, cops waited until they were gone Security reviewed the tapes from the previous night and saw the guest sneaking in more people through the pool room doorsSo they had a total of people in a sleep roomThe only reason he knew my name was because had a name tag onMr*** even apologized to me for his behavior after he had everything out of the room before leaving the building.Later in the morning after they were gone (left before 8am) got a phone call from someone claiming to be that guest (was not Mr ***) it was a younger sounding voice, demanding their money back, that they had a horrible stay and will not pay for itSaid they spoke to the CC company and the co told them to contact usI told him he had to call Interval since they came in as an exchange and deal with them, we had no exchange of money with him.Date: Sun, Apr 24, 20162:amSecurity Report J.D***(The following takes place before my shift.) On Friday 4/a guest checked into Mini just after 8:pm (Mr***)After Mr*** went up to his room Dawn and Holly noticed that he has written too many names on his paperwork (five in total) and that a young man had went up on the elevator that they did not recognizeDawn called Mini and explained that they were over occupied, the woman that answered the phone in a nasty tone said "Well they're not staying" and hung up the phoneHolly said that the group went out to get food but she didn't see any children with them.(The start of my shift)When I arrived about 10:pm Holly told me to keep an eye on Mini 18, after she informed me of the situation above had asked her if it was the people at the pool and said yesA young Hispanic male (18-6'light colored goatee) and a Hispanic female (21-5"dark hair) came to the desk and asked if they could take a table from the pool area outside to play cards, I told them they couldn't take it from the pool area but we had tables outside they were welcome to useI watched them the entire right and did not see anything or anyone that would raise suspicionOne at a time they went up to Mini with the last person going up about 6:amI went back on the video to see if I could find any children or people leaving because I never saw anyone leaving and all the vehicles in the lot had the proper permits for parkingI was able to find two kids entering the room just before 11:00pm but never seen an adult enter with them, but video of all of then going in and out of Mini at one time or another which meant that Dawn and holly's suspicion was comect and they had six people in a four person roomAbout 6:am I noticed the same young man from earlier corning down stairs, I went out and explained to him that they had too many people in the room and that the front desk spoke with thern earlier in the night and were told that the guest would not be staying, l explained to him that they would need to resolve the issue in the momingthe young man apologized and said "OK no problem".(As my shift ended)was informing Dawn of what had seen and that spoke with one of the guest when we noticed Mr*** (Hispanic male late 30's) and his girlfriend(Hispanic female 5'mid 30's) walking down the hallway and pacing while waiting for the elevator, I said to Dawn"Here we go, he's going to start a problem", before the elevator door fully opened he was yelling and cursing at usMr*** was yelling and cursing (mostly the F word at myself and Dawn) saying that should not have spoken to his son because he was only years old and that the front desk girls were harassing himwas able to calm him for a minute and apologize "BUT" explaining that there is no way for me to know how old son is "if" he's (none of the staff including myself believe he's 16) and we have no idea of who's in the room since the paperwork was not filled out correctly and the front desk was told that some of guest would be leaving hours earlierHis girlfriend kept jumping in saying that the young man was just a babyMr*** then went back to saying that the front desk harassed him the night before and that someone should have called him and explained to himDawn then said she did call and spoke with his girlfriend, Mr ***'s girlfriend then went into a full blown rage yelling and cursing at Dawn saying you didn't speak with me"(Again every other word is the F word) you spoke with his motherDawn then asked why the mother didn't pass the message on or put Mr*** on the phone? The Woman not being able to answer the question the started cursing and walking around the lobbydecided for not just my safety but Dawn's would get up and lock the office door, when I sat down at the desk Mr*** asked what the actual issue was, Dawn explained that he has too many people in the room and he claimed he didn'tDawn told him that he filled out five names on the paperwork and the room only sleeps four, said that had seen six people going in and out of the room, Mr, *** then continued to scream and curse saying that he was not over the limit because he had seven people in the roomWhile Mr*** is trying to tell us that seven people in a four person room is not over the limit wrote a note on the desk to Dawn saying the could smell marijuana on him,Dawn said that Holly said the same thing when he checked in, Dawn then explained to them that we were just wait for a manager to come in, this triggered the girlfriend again, she started yelling louder and cursing more saying they had no need to speak to us because we were just workers, Dawn then called Sherri to find4/28/report 2out if Laura was here and went in back to have the police come because the situation was escalatingWhile I was explaining to dispatch was happening told him I had an irrate guest and we could use an officer, the dispatcher said he could hear the person screaming and asked if I could step away so he could hear me better, I told him I was in the back room and the guest was in the front lobby more than feet from meI also told dispatch I could smell marijuana on him, was asked if he had any weapons which responded not to my knowledgeAbout minutes later the police arrived and Mr*** and his girlfriend were outside, the police spoke with them and was able to get Debbie on the phoneI explained to Debbie what was going on and she told me to let the other managers know as soon as they get there and that was to tell the police that we wanted this group of the propertyWhen the officer came in we went in the back officer Dawn and myself explained the entire situation from the time of check in to the moment the officer arrivedThe officer asked if we could give them a few minutes to pack up the room, they came down in two groups, Mr*** and a small boy then a small girl, the young man and woman from earlier in the night,his girlfriend and mother, when the second group came off the elevator they gave dawn dirty looksI seen Laura pulling into the back lot and walked out to her and explained what had happened, while we were in the office laura had asked if they had ever stay here before and Dawn said she looked and didn't see anythingAfter the guest exited the property went with Laura and Sherri to inspect the room and it was in good shape, then went to make sure Bob knew what had happened,Before burning any disc's or writing this report sat down and watched the video from him checking inAfter viewing the video with Dawn and Holly we all agreed that this group must have been here beforeAfter Mr*** goes to his room he comes out and Walk directly to the balcony, down the steps and out the side door then two of his family members come in the same side door and head up to the room from the pool areaThis is not a path that is would be known to someone who's never stayed with us in the past.As for the guests saying that the son was a child and a baby, there is video of him smoking in the parking lot and on the deck and he was also drinking with them
Upon reviewing the complaint, I would like to state the facts that occurred from my standpoint.Mr*** was checked in on Friday, April 22, by another GSR named Holly, he came to the front desk with just him, his wife/girlfriend and children, a little boy under and a girl (not sure of
her age)About minutes after check-in, we noticed a man walking in with a suitcase, he proceeded to get on the elevator not even acknowledging that we were behind the deskNot knowing who he was or where he was going, I watched him on the security cameraSomeone met him in the hallway outside of Mr***'s roomI instructed Holly to call the room and let them know that they had too many people and needed to upgrade to a larger roomHolly being new, did not feel comfortable doing this so she asked me to do it so she can listen in and know how to handle it.The room was called, a woman answered and she was told this - her answer was not everyone is staying, then told her that they put names down, she told me"yeah and" and was hung up on.I left work for the evening at 9:and instructed Holly to keep an eye on it and let security know what was going onMr*** DID NOT come to the front desk that evening to speak to me, he never even acknowledged the phone call.The next morning, l arrived to work at 7am, did not know what took place after left the night before, we (Officer D*** and I ) observed Mr*** angrily walking down the hallway (this was at 7:the latest) and getting on to the elevatorAn altercation took place at the front desk between the guest/his girlfriend and security/front deskThere was a very loud exchange of words, customers were irate and cursing, asked the woman (not even sure of her name) to please stop yelling and cursing at me that was talking to her calmly, that made her more angry and she kept slapping her hands at me and continued to yell and curseShe kept screaming at me that I did not speak to her on the phone, stated that spoke I to a woman, not necessarily her Mr*** was claiming no one told him anything about this and that he walked past the desk all night, claims he knew nothing of a phone callI told them was trying to locate a manager, even sent a text to another employee to see if she knew what time her manager was coming in, all the while the were still screaming and cursingI did not leave the front desk, was trying to calmly explain everything to them but they just were not listeningI DID NOT call the cops, Officer D*** called the cops because he felt their anger was just escalating too muchWe were able to get a manager on the phone, and it was decided by Management that they were to leave the property, I did not make that decision, cops waited until they were gone Security reviewed the tapes from the previous night and saw the guest sneaking in more people through the pool room doorsSo they had a total of people in a sleep roomThe only reason he knew my name was because had a name tag onMr*** even apologized to me for his behavior after he had everything out of the room before leaving the building.Later in the morning after they were gone (left before 8am) got a phone call from someone claiming to be that guest (was not Mr ***) it was a younger sounding voice, demanding their money back, that they had a horrible stay and will not pay for itSaid they spoke to the CC company and the co told them to contact usI told him he had to call Interval since they came in as an exchange and deal with them, we had no exchange of money with him.Date: Sun, Apr 24, 20162:amSecurity Report J.D***(The following takes place before my shift.) On Friday 4/a guest checked into Mini just after 8:pm (Mr***)After Mr*** went up to his room Dawn and Holly noticed that he has written too many names on his paperwork (five in total) and that a young man had went up on the elevator that they did not recognizeDawn called Mini and explained that they were over occupied, the woman that answered the phone in a nasty tone said "Well they're not staying" and hung up the phoneHolly said that the group went out to get food but she didn't see any children with them.(The start of my shift)When I arrived about 10:pm Holly told me to keep an eye on Mini 18, after she informed me of the situation above had asked her if it was the people at the pool and said yesA young Hispanic male (18-6'light colored goatee) and a Hispanic female (21-5"dark hair) came to the desk and asked if they could take a table from the pool area outside to play cards, I told them they couldn't take it from the pool area but we had tables outside they were welcome to useI watched them the entire right and did not see anything or anyone that would raise suspicionOne at a time they went up to Mini with the last person going up about 6:amI went back on the video to see if I could find any children or people leaving because I never saw anyone leaving and all the vehicles in the lot had the proper permits for parkingI was able to find two kids entering the room just before 11:00pm but never seen an adult enter with them, but video of all of then going in and out of Mini at one time or another which meant that Dawn and holly's suspicion was comect and they had six people in a four person roomAbout 6:am I noticed the same young man from earlier corning down stairs, I went out and explained to him that they had too many people in the room and that the front desk spoke with thern earlier in the night and were told that the guest would not be staying, l explained to him that they would need to resolve the issue in the momingthe young man apologized and said "OK no problem".(As my shift ended)was informing Dawn of what had seen and that spoke with one of the guest when we noticed Mr*** (Hispanic male late 30's) and his girlfriend(Hispanic female 5'mid 30's) walking down the hallway and pacing while waiting for the elevator, I said to Dawn"Here we go, he's going to start a problem", before the elevator door fully opened he was yelling and cursing at usMr*** was yelling and cursing (mostly the F word at myself and Dawn) saying that should not have spoken to his son because he was only years old and that the front desk girls were harassing himwas able to calm him for a minute and apologize "BUT" explaining that there is no way for me to know how old son is "if" he's (none of the staff including myself believe he's 16) and we have no idea of who's in the room since the paperwork was not filled out correctly and the front desk was told that some of guest would be leaving hours earlierHis girlfriend kept jumping in saying that the young man was just a babyMr*** then went back to saying that the front desk harassed him the night before and that someone should have called him and explained to himDawn then said she did call and spoke with his girlfriend, Mr ***'s girlfriend then went into a full blown rage yelling and cursing at Dawn saying you didn't speak with me"(Again every other word is the F word) you spoke with his motherDawn then asked why the mother didn't pass the message on or put Mr*** on the phone? The Woman not being able to answer the question the started cursing and walking around the lobbydecided for not just my safety but Dawn's would get up and lock the office door, when I sat down at the desk Mr*** asked what the actual issue was, Dawn explained that he has too many people in the room and he claimed he didn'tDawn told him that he filled out five names on the paperwork and the room only sleeps four, said that had seen six people going in and out of the room, Mr, *** then continued to scream and curse saying that he was not over the limit because he had seven people in the roomWhile Mr*** is trying to tell us that seven people in a four person room is not over the limit wrote a note on the desk to Dawn saying the could smell marijuana on him,Dawn said that Holly said the same thing when he checked in, Dawn then explained to them that we were just wait for a manager to come in, this triggered the girlfriend again, she started yelling louder and cursing more saying they had no need to speak to us because we were just workers, Dawn then called Sherri to find4/28/report 2out if Laura was here and went in back to have the police come because the situation was escalatingWhile I was explaining to dispatch was happening told him I had an irrate guest and we could use an officer, the dispatcher said he could hear the person screaming and asked if I could step away so he could hear me better, I told him I was in the back room and the guest was in the front lobby more than feet from meI also told dispatch I could smell marijuana on him, was asked if he had any weapons which responded not to my knowledgeAbout minutes later the police arrived and Mr*** and his girlfriend were outside, the police spoke with them and was able to get Debbie on the phoneI explained to Debbie what was going on and she told me to let the other managers know as soon as they get there and that was to tell the police that we wanted this group of the propertyWhen the officer came in we went in the back officer Dawn and myself explained the entire situation from the time of check in to the moment the officer arrivedThe officer asked if we could give them a few minutes to pack up the room, they came down in two groups, Mr*** and a small boy then a small girl, the young man and woman from earlier in the night,his girlfriend and mother, when the second group came off the elevator they gave dawn dirty looksI seen Laura pulling into the back lot and walked out to her and explained what had happened, while we were in the office laura had asked if they had ever stay here before and Dawn said she looked and didn't see anythingAfter the guest exited the property went with Laura and Sherri to inspect the room and it was in good shape, then went to make sure Bob knew what had happened,Before burning any disc's or writing this report sat down and watched the video from him checking inAfter viewing the video with Dawn and Holly we all agreed that this group must have been here beforeAfter Mr*** goes to his room he comes out and Walk directly to the balcony, down the steps and out the side door then two of his family members come in the same side door and head up to the room from the pool areaThis is not a path that is would be known to someone who's never stayed with us in the past.As for the guests saying that the son was a child and a baby, there is video of him smoking in the parking lot and on the deck and he was also drinking with them