B.B.B,This guest did check in at 6:35 am.His arrival date & departure date are the same, as you can see on the folio page I have sent. It is also on the registration page I have sent.Check in time, is 3pm. Check out time is 11am.Upon 11am at check out time, all housekeepers are to go to the...
rooms that are due to check out, & alert the guest that it is time to check out.This guest did not answer his door. He did not answer the phone, which is located on the nightstand next to the head of the bed. The front desk had called me, & stated her concern about this guest that was not answering their door or phone, & was due to check out.I directed the front desk clerk to allow this guest a late check out at no charge due to the fact he had checked in at 6:35am. I informed the front desk that this guest was probably sleeping, & could possible have in ear buds, to drown out any noise, & not to worry.We allow noon late check out at no charge, & at 1pm check out at no charge to any Wyndham reward member.As you can see on the registration page, it shows his Wyndham Rewards number. I instructed the front desk to give the guest until 1pm before the approach the room again.After 1pm the housekeeping staff knocked on his door several times & received no response. They had thought this guest had left, & used their pass key to enter the room, only to find the safety chain lock engaged, not allowing them to enter. The house keeping than alerted the front desk clerk the guest was still in the room, & still not responding.Front desk than went to the room with the house keeper to try to get a response. After not receiving any response, the front desk called me again & expressed their concern that maybe the person was injured or unconscious, or possibly deceased... I than instructed them to keep me on the line while they go to the room & let me hear how load they are knocking, & how loud they are talking to determine if the guest should be able to hear them. They were in fact pounding on the door, & in fact Yelling through the door, in a manner that any one should have heard them.I than instructed them to call the police, & get assistance in getting into the room for a wellbeing check.Police arrived, & tried several times to awake this guest. At the time the police were about to use bolt cutters on the chain, the guest woke up, & responded to them.I instructed the front desk to make him another reservation if he wanted to stay any longer. I was on the line with front desk when the were trying to get him another reservation. They stated he wanted to continue to stay with the reservation that was due out 4 hours ago. The front desk stated that the guest wanted to speak directly to me. I agreed, & spoke to him on the phone at the front deck. I informed him that he did sign the registration form that had a departure date of the 9th. he stated he was upset that he was woken up by the police. I apologized to him & tried to help him to understand that there was great concern for his wellbeing, & I explained how many attempts we had made to communicate with him. he was still upset, & wanted to stay. I told the front desk to extend his stay to the 10th, & let him go back to sleep.When the front desk clerk changed the departure date in the system, it declined his credit card. this Declined (pop up message) appears when a guest does not have enough money in their account to cover room & tax.I was still on the line with the front desk clerk while she was trying to extend his stay, & could hear all communication between her & this guest.She did inform him that his credit card had been declined, & asked him for another form of payment.He refused, & said he was not going to pay. He stated he wanted to talk to me again. As I was still on the the line listening, I instructed the front desk to hand him the phone.I tried to explain to him that our system will not allow us to extend a stay, nor will it allow us to check him in with another reservation with a declined card. If he could provide another form of payment we could get him back into his room.He stated he was angry being woke up by the police. I responded to him that I was not exactly happy to have to call the police. We did our best to handle this issue without the police, but when we could not get any response from him for hours; it was our duty to call the police for a wellbeing check.He said "FORGET IT!" "I will take my money to another hotel!" at that time he handed the phone back to the front desk clerk, & I instructed her to check him out. I also instructed the clerk to give him 15 minutes to a half hour to get his belongings, than go check his room. The guest did in fact go to his room, gather his belongings, & vacate the premises.As far as his statement about being military person, that was not mentioned.He was not given a military discount due to the fact that he did not mention he was military.My father was military, & my son is currently in the military for 15 years now. I have the utmost respect for every military personal. I am proud to say our hotel was the first business in our City to provide military veteran parking.
Initial Business Response /* (1000, 5, 2015/12/07) */
Mr.[redacted] was 1 of 13 check outs on 09/19/2015.The house keeping staff reported ashes in window area. I personally inspected the room when this was reported. The room smelled of smoke, and there was ashes in the window area. We do provide...
smoking rooms on the 2nd floor for those that request them. First floor is strictly a non smoking floor. This guest also signed a registration card stating that he would be charged a 100.00 fee for smoking in a non smoking room. We only charged him 50.00.When guests smoke in a non smoking room, we have to shampoo carpets, wash curtains,walls,bed skirts, linens,shower curtains, It is a labor intensive job that cost the Hotel extra time, supplies, money, & man power to correct this type of problem. I stand firm on this 50.00 charge. His money will not be returned. Unfortunately these sort of things happen from time to time in the Hotel business. Hopefully this guest will refrain from smoking in a non smoking room in the future.
B.B.B,This guest did check in at 6:35 am.His arrival date & departure date are the same, as you can see on the folio page I have sent. It is also on the registration page I have sent.Check in time, is 3pm. Check out time is 11am.Upon 11am at check out time, all housekeepers are to go to the...
rooms that are due to check out, & alert the guest that it is time to check out.This guest did not answer his door. He did not answer the phone, which is located on the nightstand next to the head of the bed. The front desk had called me, & stated her concern about this guest that was not answering their door or phone, & was due to check out.I directed the front desk clerk to allow this guest a late check out at no charge due to the fact he had checked in at 6:35am. I informed the front desk that this guest was probably sleeping, & could possible have in ear buds, to drown out any noise, & not to worry.We allow noon late check out at no charge, & at 1pm check out at no charge to any Wyndham reward member.As you can see on the registration page, it shows his Wyndham Rewards number. I instructed the front desk to give the guest until 1pm before the approach the room again.After 1pm the housekeeping staff knocked on his door several times & received no response. They had thought this guest had left, & used their pass key to enter the room, only to find the safety chain lock engaged, not allowing them to enter. The house keeping than alerted the front desk clerk the guest was still in the room, & still not responding.Front desk than went to the room with the house keeper to try to get a response. After not receiving any response, the front desk called me again & expressed their concern that maybe the person was injured or unconscious, or possibly deceased... I than instructed them to keep me on the line while they go to the room & let me hear how load they are knocking, & how loud they are talking to determine if the guest should be able to hear them. They were in fact pounding on the door, & in fact Yelling through the door, in a manner that any one should have heard them.I than instructed them to call the police, & get assistance in getting into the room for a wellbeing check.Police arrived, & tried several times to awake this guest. At the time the police were about to use bolt cutters on the chain, the guest woke up, & responded to them.I instructed the front desk to make him another reservation if he wanted to stay any longer. I was on the line with front desk when the were trying to get him another reservation. They stated he wanted to continue to stay with the reservation that was due out 4 hours ago. The front desk stated that the guest wanted to speak directly to me. I agreed, & spoke to him on the phone at the front deck. I informed him that he did sign the registration form that had a departure date of the 9th. he stated he was upset that he was woken up by the police. I apologized to him & tried to help him to understand that there was great concern for his wellbeing, & I explained how many attempts we had made to communicate with him. he was still upset, & wanted to stay. I told the front desk to extend his stay to the 10th, & let him go back to sleep.When the front desk clerk changed the departure date in the system, it declined his credit card. this Declined (pop up message) appears when a guest does not have enough money in their account to cover room & tax.I was still on the line with the front desk clerk while she was trying to extend his stay, & could hear all communication between her & this guest.She did inform him that his credit card had been declined, & asked him for another form of payment.He refused, & said he was not going to pay. He stated he wanted to talk to me again. As I was still on the the line listening, I instructed the front desk to hand him the phone.I tried to explain to him that our system will not allow us to extend a stay, nor will it allow us to check him in with another reservation with a declined card. If he could provide another form of payment we could get him back into his room.He stated he was angry being woke up by the police. I responded to him that I was not exactly happy to have to call the police. We did our best to handle this issue without the police, but when we could not get any response from him for hours; it was our duty to call the police for a wellbeing check.He said "FORGET IT!" "I will take my money to another hotel!" at that time he handed the phone back to the front desk clerk, & I instructed her to check him out. I also instructed the clerk to give him 15 minutes to a half hour to get his belongings, than go check his room. The guest did in fact go to his room, gather his belongings, & vacate the premises.As far as his statement about being military person, that was not mentioned.He was not given a military discount due to the fact that he did not mention he was military.My father was military, & my son is currently in the military for 15 years now. I have the utmost respect for every military personal. I am proud to say our hotel was the first business in our City to provide military veteran parking.
Initial Business Response /* (1000, 5, 2015/12/07) */
Mr.[redacted] was 1 of 13 check outs on 09/19/2015.The house keeping staff reported ashes in window area. I personally inspected the room when this was reported. The room smelled of smoke, and there was ashes in the window area. We do provide...
smoking rooms on the 2nd floor for those that request them. First floor is strictly a non smoking floor. This guest also signed a registration card stating that he would be charged a 100.00 fee for smoking in a non smoking room. We only charged him 50.00.When guests smoke in a non smoking room, we have to shampoo carpets, wash curtains,walls,bed skirts, linens,shower curtains, It is a labor intensive job that cost the Hotel extra time, supplies, money, & man power to correct this type of problem. I stand firm on this 50.00 charge. His money will not be returned. Unfortunately these sort of things happen from time to time in the Hotel business. Hopefully this guest will refrain from smoking in a non smoking room in the future.