I worked Front Desk/Auditor for 45 years, and always said I would write a book. Now I find someone has done it on UA-cam, and I think it is better than any book I could have written. Love it!😅
No no no no there is no shortage of these stories there is no shortage of a market for these shorts please Martin please write your book tell me which book it is I will buy it these are all gold even the boring ones are like the weird ones I worked at an airport and it is insane the things that people would try to pack like a raccoon that high-speed hugged their car just that morning or an entire bag of raw shrimp with just a little bit of ice on it on 102° day or rolls of diapers next to rolls of wipes that even my boss thought the law enforcement officers needed to take a gander. They looked like Bolivian marching powder and cash😂 or the one time I opened up an unlabeled bag to realize that I just breathed in a little bit of someone's Nana or pop pop😮 it was a joke for a very long time that I smell the cremated for their freshness 😂😂😂😂 it wasn't labeled, apparently I'm just supposed to know what human ashes look like😂😂😂 the normal protocol was to check the substance. Also. Who puts their cremated love one in their checked bag in just a clear plastic bag no labeling. No protection for the bag. I need your similar stories. Neeeed.
I would make a serious note about this on their file, that they tried to falsely accuse a staff member of theft, and get the manager and security involved anyway.
A lot of hotels allow people to shorten their stay without being charged the extra nights that they didn’t use at the end. That guest might have actually saved a few dollars by getting her hotel to make the last night as expensive as the other nights. The idea of making the first night $460 and the rest free, would be a better plan than making all of them the same because then she couldn’t leave early and get any money back.
We don't but thank you the amount of Karen's and Kevin's is astonishing. You wouldn't believe the worst offenders are parents of kids in sports. Doesn't matter the sport baseball, soccer, wrestling ect it's seems as soon as they get in the hotel the use it as a babysitter while they sit at the bar and lobby getting drunk and party. Meanwhile there crotch goblins are running the halls , stealing peoples things, screaming fire ,banging on the door and breaking gym equipment. Then when you ask the parents to obey a rule like no partying on the outdoor courtyard after a certain time cause people are sleeping they throw a worst fit then their children and start the entitlement of" well we spend this amount of money and deserve to do what we want "
The connecting rooms are more expensive than the 2 rooms online. If you want specific details, you have book through the hotel, or be glad of any mouse hole they put you in. They are cheaper for a reason.
what I don't understand is why she cared if they check the logs. she could just say yep, whoever it shows entered my room and cleaned it must've taken them, which is what she was already saying...
@@xuploads The only possible reason is that she was trying to scam the hotel into paying her a free pair of expensive shoes. But the lock scan would simply indicate that no staff ever entered her room because she spent the entire day inside with the "Do not disturb" sign on.
I was maintenance supervisor for a hotel chain. Nothing surprises me anymore. We actually had a routine guest who was a absolute wonderful person and she requested me every time she stayed with us. I'm not kidding. The actress Kathy Bates. Total sweetheart. I got a call from my former supervisor saying that she was very disappointed that I left so I could work for UPS
Oh my God this takes back to the days when I worked in hotels and a particular returning long term guest who refused anyone else to assist her but me - when I quit and on my last day, she said and I quote “and who’s gonna serve me now” with big sobbing eyes 😂 needless to say my colleagues felt the same cause she only got along with me and would only expect to be serviced by me be it in the bar, the restaurant or room service. I’m talking about a person who had an entirely different menu based on her preferences and absolutely off the actual menu 😅 she tipped me well though and never disrespected me - even brought me Lindt chocolates for Christmas once - so not complaining 😝
I have been fired several times from these types of jobs for telling people what they need to hear and not what they wanted to hear. Customer service reps need to be paid twice whatever they get.
Customer service reps really need to start adding the "Able to keep calm and maintain a smile in the face of unimaginable stupidity/entitlement" skill to our resumes. 🤣
@@jessicavanelAMEN!!! I try so hard to be in your 1% of favorite guests!!! People have gotten so rude, stupid & entitled!! Stay sane out there! Signed: New subscriber
It's approvals like in these skits that prove the customer always being right is completely wrong. I wish hospitality would put people in their place so they would stop thinking they are so privileged. The customer is not always right.
The saying goes "the customer is always right IN THE MATTER OF TASTE". (Everyone forgot the last half.) Meaning, the customer's taste is their own and their choices in relation to taste are correct for them. The saying has nothing to do with them being right about everything.
I never worked the front desk but I did work various positions dealing with those on vacation. I can guarantee you that a portion of people traveling or on vacation do leave their brains at home. It is insane the number of crazy things you get asked or asked to do. I'll relay one quick one. In about a decade working at the Grand Canyon I personally had at least 15 people ask where the elevator to the bottom of the canyon is. The fact that the canyon is roughly one mile deep did not phase them. Many were indignant that an elevator was never installed.
I'm gonna give you a phrase to repeat in your head when handling the first situation: "I don't have the time OR the crayons to explain this to you!" It will make it SO much easier to handle it all
@@12369jabecause children are typically the ones that use crayons, the implication is that the person they're trying to explain things to is acting like an immature child or that they are stupid.
I'm sorry.....WHAT 3RD ROOM????????? also, the number of times guests say someone stole from their rooms and i read the locks and no-one entered the room is infuriating
The guest waiting on Angela probably makes me laugh hardest. Not everyone lives “pop-in, quick” distance from work. If I drove 25 minutes in for a 2 minute task and then had to go 25 minutes home…that wouldn’t make any sense. But hey, I suppose if you buy that an employee knew she’d be calling out sick and pre-checked the room that just HAPPENED to not have anyone in it the night before, you’d probably buy any story.
I am getting ready to go on vacation. I called the hotel to request our rooms be together thanks to this video. Also....I will be EXTRA NICE to every member of the hotel I see! Can't believe some of these people.
You know I never realized the trouble with third party apps until I watched you videos, I get it now, though calling ahead is how we fixed it in the past.
And often if you find "a better rate" on those websites, call the hotel and see if they'll match it. Because that way the hotel gets more out of your stay with them than what they would've gotten from that third party.
In one hotel, we had "Cozy Queen" rooms - barely big enough for a queen bed, night-stands, and a dresser (it was a historical building). We would offer these on 3rd party apps for a bargain rate to get occupancy. Folks would show up with parties of 3, 4, or 5 because the 3rd-party app let them book the room that way, even though it only sleeps 2, and only if they're friendly. Lots of grief over those Cozy Queens with 3rd party apps.
While I've never stayed in A Hotel, I Have stayed in Motels and the room rate was always the same for Every Night. I get the room rates in Some Places Vary Due to how many rooms are booked for a particular night. I also know that if you call late enough that you can get rooms really, really cheap when they have a lot of empty rooms. That's why you should always try to book your vacation in the off season for some places as during the off season some places really struggle to book even half their rooms and to them it's better to charge way less than normal just so they can fill rooms. The last thing they want is an empty property.
Motels tend to have a different pricing model. Some of them have a certain rate regardless of the projected par occupancy or the projected rev par. Their model works by using on-call staff as needed for cleaning (lots of rooms sold? Call out all the housekeepers tomorrow. Only three rooms sold? Just call the most senior one) and similar tricks. As a rule, they tend to have less regular maintenance. A mom-and-pop motel might even just clean the rooms themselves according to their occupancy - or keep the kids home from school to meet demand. Hotels use a demand-based pricing model. Imagine having X number of ice cream cones to sell at a busy beach. If it's a hot day, demand is high, so prices are high, and may increase as your supply drops - Or, on a cool day, it might go the other way. Thus the variable rates.
I feel the first one so bad. Also "But Last Time I payed so and so much why did you charge me this time that amount". When I asked them about their confirmation they told me they didn't look at it because they just assumed it would be the same. I had a discussion for almost an hours because they demanded the price they paid last time. And they told me they stayed multiple times with us. So I looked it up and they paid actually MORE last time. I had a hard time not laughing but told them If they are sure they want the same price because it will be *significant amount MORE* They got very quiet I printed the last invoice again and showed them because they did not believe me. They man quietly paid the invoice and as they left he said to his wife "I told you so" and she shushed him and said "at least we spoke up" 😅
I always tell my guests that the rate you see on your confirmation is the average rate of all your nights. Typically they understand once you write it down for them.
I am a night Auditor who still books using 3rd party (saved $50 last time). I called the motel to request a specific room and they were able to help me (3 months in advance) How hard is that for people to understand
I must say, I have a clearer idea of how your industry works from watching your videos. I sympathize greatly. I worked retail for about seven years, and while I have stories to tell, I can see you suffered more than I did.
What about when the hotel overbooks by a couple hundred rooms, so you have to send the guest to another hotel that they didn't even want, and they're pissed at you but rightfully so. That's always fun 🙃
Overbooking does happen, but most chains try not to. "Walking a guest" is a bit of a black eye, and the other hotels have no reason not to gossip about it -- "Terraton walked a guest last night, didja hear?" One reason for credit cards and cancellation fees is to keep from having to overbook or walk guests.
I don't work in the hotel industry but I do work in a business where I get complaints that the rates are different even though the amount they were billed is the amount they were expecting to have to pay! So crazy.
The stolen shoes gives me flashbacks. I worked as a housekeeper and one guy claimed the housekeeping stole a $200 dress shirt from his room. I was called on my DAY OFF because I had cleaned his room the day before. He claimed to have video proof and even called the police. He never shared the "video" with anyone. It was later determined to be a scam and the guy was banned from the hotel. So annoying
Last one SCREAMS disorder of some kind. Could be a bunch of them though. A lot have the "My brain cannot tell the difference between actual danger and a simple routine change I wasn't expecting" symptom. Absolute NIGHTMARE to live with, and also not fun to deal with from the outside.
Posted a comment previously about a hotel that declined my booking because they ‘made a mistake’ and refused my printed booking proof. No argument as they insisted the booking was cash only. Still had the best time at a better hotel across the street as the ‘manager’ from the initial hotel saw me sipping a cocktail as I waved to them from my private balcony. It goes both ways with being ‘smart’. As a result they were charged with fraud for not declaring cash income.
Man, everytime that last lady shows up, I just want staffto leave her alone in the lobby until she caves and lets someone else check her in. The one who's going to be in trouble is the one with no room to sleep in after all!
I have been curious for years, how are rooms assigned? How do you decide who gets what room? I know its probably is a computer program, but does it keep customers spread out at first or does it pick an area of the motel/hotel to fill up first? I only ask because at one time I had a room and due to some unforseen circumstances I needed to stay another couple of days for work and I had to change rooms due to reservations. Hotel was notified the day I arrived and they said I had room 1 for a night and they would assign another room for the remaining days. I am sure there is a reason to why, I am just curious.
There is a room matrix that looks like a headache inducing tetris game. Its a calendar generated by room type. When a new booking comes in it gets dropped into a holding tank. You check the notes on the reservation to see if there are any requests, and drop it into a n open slot. If the requests are specific you can lock the reservation in and if they arent you can keep the room moveable, so if somebody comes in early you can switch the room quickly to a room that is clean.
Hi Tess! The way rooms are assigned has varied wildly from each hotel I've ever worked at. When I worked for a small boutique hotel, the morning Front Desk Agent actually went through every single arrival that day (usually we had no more than 50 arrivals in a day) and read the comments to see if they had any room preferences/what status they held in the hotel's reward program, then would pre-assign them based on that. When I worked for a hotel with 1,000+ rooms, there was a team dedicated to assigning and moving rooms, very much like a Tetris game. The most I would do, usually, would be to try and fill "holes". For example, if we had someone booked to a room for 10 nights, then had a two night gap, then another person coming in for 7 nights, I tried to fill that "hole" with a 2-night stay. Things get EVEN MORE complicated when hotels sell rooms based on multiple factors; like bed type, view, proximity to amenities, etc. There are a ton of factors that could have contributed to the hotel asking you to change your room when you extended. 😅 It is definitely way more complicated than anyone would expect! tldr; Different hotels have different criteria for assigning rooms, mainly depending on the hotel type!
For the rate scam one, 30 minutes later she comes down and cancels the Sunday night one demanding a $150 refund and the manager has to give it because they “fixed” her bill 🤣🤣🤣
This different rates every night thing sure looks like a scam lol. In my country you get the same per night charge at the time of the booking all throughout your stay.
Do 3rd parties have last available room inventories? When I worked for the Airlines we could check PBT's(Passenger Boarding Totals) down to last seat availability! That we we could find the loosest flights to wherever we were going!
Anyone who thinks the customer is always right has never worked customer service. I never worked in a hotel, but I did tech support for a cell carrier. I dealt with daily abuse. Working Christmas or the day after was absolute hell.
I love my job as night audit at the hotel i work at but the amount of karens I got to deal with is horrible. And the worst offenders are parents of little league, doesnt matter the sport they are all the same they come in and let the hotel be a babysitter for their crotch goblins while they get drunk and party. Their kids will run around the halls ,scream fire at the top of their lungs,bang on doors, steal stuff, break gym equipment,ect all the while there parents are acting like spring. Breakers. Then when you ask the parents to follow a simple rule they throw a fit and act as bad as their children
AMEN as a housekeeper I absolutely DESPISE sports groups and busses. Sports groups because they always leave a mess and never a tip and basically the same with busses only they just take up ALL of the double bedded rooms (yes I know it's my job but makes it no less annoying) so it's so much extra work and then no tips either.
Worked at one hotel near an aquarium. School groups would come in with minimum supervision. We had one group chucking ice cubes down the atrium from the tenth floor. A server in the lobby was injured - they drew blood from his scalp - and we wound up blacklisting that school for a while. Yes, you can draw blood with ice if there's enough gravity involved.
@@lindsayanthony6819 I feel you before becoming front desk I worked at another hotel as a housekeeper hated doing double beds and construction workers were the worst their room always stinks of sweaty socks and grossness and they always had mud caked on the carpet,vomit in the toilet and bathtub from drinking heavily after work.
I thought the same thing when i watched a different one of her videos. At least we can see where we screwed up and have the chance to change those behaviors! Some people don't care/ don't see how they're the problem. Don't beat yourself up, just remember they're working a very high strees job and try to be compassionate and kind next time ❤❤❤❤
"Ms. Smith, I'm so very sorry that we obviously won't be able to accommodate your requests... so I've taken the liberty of canceling all of your reservations. I sincerely hope that you're able to find what you're looking for... somewhere else."
Did anyone else notice that she suddenly dropped the whole thing as soon as Jess mentioned that the keys actually keep track of who used their key and when to get into a room? What are the odds that she just misplaced the shoes somewhere in her room or car and just wanted to make a scene about “thieving staff at the hotel” because she didn’t want to simply look for the shoes herself?
i always get the feeling the mrs.davis lady in the skit with angela could possibly be autistic. i mean this not in a bad way, but just due to the fact she visits around the same time each year and is checked in by the same person every time. a lot of people on the spectrum like routine and like things to be the same every time so theres no surprises or anxiety surrounding the situation. it could also just be a number of other things (anxiety ocd etc) or just what ppl could call 'quirkiness'. ofc i cant diagnose anyone ^_^; but at least to me i always get the feeling of 'oh shes probably on the spectrum. tbats why shes so insistent on only being checked in by angela and doesnt understand the social cues that she is being a bother to the employees by her insistence.'
Hmm, 🤨. Their card probably didn’t decline. The front desk probably didn’t know what they were doing. They were only supposed to hold your card for incidentals. And the reason why that card didn’t go through because of the incidentals and taxes. But that’s just my guess.
For booking under same name, I don’t agree. We booked our vacation stay a month prior, under same name but one room was on 1st floor, and one was on 15th floor. Secondly, we couldn’t connect through their interconnected phones, we were connecting through our own phones because nobody would ever go through annoyance of first calling the reception and asking them to connect you to the other room. And if you say they were all full house booked, that’s not the case, we saw other people booked after us too for the same dates. And it’s an international hotel chain I m talking about. And when we asked for connecting rooms, they were asking almost double the tarrif.
first story i see some websites say individual prices ant total / divide for the entire "per day" price... has that helped? or is it more crap to complain about?
Yeah, but now that first guest will expect to get a room on Saturday for that fixed price, and you'd still have to explain. You just bumped the problem to a different day later on.
have i seen all these already in shorts? yes. will i watch them again in compliation? yes. these characters are so great.
same!
Same lol
Same (edit: start chain)
same
Same lol
I worked Front Desk/Auditor for 45 years, and always said I would write a book. Now I find someone has done it on UA-cam, and I think it is better than any book I could have written. Love it!😅
Please do write that book if you're feeling up for it. Her content doesn't take away your experiences. :)
You absolutely must write your book!
No no no no there is no shortage of these stories there is no shortage of a market for these shorts please Martin please write your book tell me which book it is I will buy it these are all gold even the boring ones are like the weird ones I worked at an airport and it is insane the things that people would try to pack like a raccoon that high-speed hugged their car just that morning or an entire bag of raw shrimp with just a little bit of ice on it on 102° day or rolls of diapers next to rolls of wipes that even my boss thought the law enforcement officers needed to take a gander. They looked like Bolivian marching powder and cash😂 or the one time I opened up an unlabeled bag to realize that I just breathed in a little bit of someone's Nana or pop pop😮 it was a joke for a very long time that I smell the cremated for their freshness 😂😂😂😂 it wasn't labeled, apparently I'm just supposed to know what human ashes look like😂😂😂 the normal protocol was to check the substance. Also. Who puts their cremated love one in their checked bag in just a clear plastic bag no labeling. No protection for the bag. I need your similar stories. Neeeed.
When someone dosen't want the logs/CCTV to be checked, you know they're the guilty one.
Amazing how often the "Something was stolen by your staff guest" calls back to say that they found the missing item...
I would make a serious note about this on their file, that they tried to falsely accuse a staff member of theft, and get the manager and security involved anyway.
I know its like they wanted to the staff fired for no reason
“The Lion, the Witch, and the Audacity of this Bit-“ Had me laughing so hard😂
Not gonna lie, it's my favorite line to sneak into videos. 🤣
Timestamp?
@@goroufromgenshin57107im very late but its 1:22
@@goroufromgenshin57107 1:22
@@goroufromgenshin57107 1:22
Charge her $460 for Friday and tell her that Saturday and Sunday are complementary.
What?! An even bigger difference? You're totally scamming me! I'm not paying 460 for one night!
(thats how I suspect that conversation would go)
🤭🤭🤭
A lot of hotels allow people to shorten their stay without being charged the extra nights that they didn’t use at the end. That guest might have actually saved a few dollars by getting her hotel to make the last night as expensive as the other nights. The idea of making the first night $460 and the rest free, would be a better plan than making all of them the same because then she couldn’t leave early and get any money back.
If I was Angela I wouldn't have answered the call. Especially when sick! All I wanna do when I'm sick is rest. Not worry about Karens checking in!
💯
yep, I'm not that dedicated
Why couldn't the manager figure out the same solution, instead of calling a sick staff member?? Duh
I feel bad for people who have to go through this ( the hotel worker )and hope you get more appreciated Have a good day/ night
We don't but thank you the amount of Karen's and Kevin's is astonishing. You wouldn't believe the worst offenders are parents of kids in sports. Doesn't matter the sport baseball, soccer, wrestling ect it's seems as soon as they get in the hotel the use it as a babysitter while they sit at the bar and lobby getting drunk and party. Meanwhile there crotch goblins are running the halls , stealing peoples things, screaming fire ,banging on the door and breaking gym equipment. Then when you ask the parents to obey a rule like no partying on the outdoor courtyard after a certain time cause people are sleeping they throw a worst fit then their children and start the entitlement of" well we spend this amount of money and deserve to do what we want "
For the connecting rooms, just say the third party made the error and direct Karen to talk to them.
The connecting rooms are more expensive than the 2 rooms online. If you want specific details, you have book through the hotel, or be glad of any mouse hole they put you in. They are cheaper for a reason.
That first lady really thought she ate and left no crumbs but even a vacuum can’t pick up so many crumbs
what I don't understand is why she cared if they check the logs. she could just say yep, whoever it shows entered my room and cleaned it must've taken them, which is what she was already saying...
@@xuploads The only possible reason is that she was trying to scam the hotel into paying her a free pair of expensive shoes. But the lock scan would simply indicate that no staff ever entered her room because she spent the entire day inside with the "Do not disturb" sign on.
I was maintenance supervisor for a hotel chain. Nothing surprises me anymore. We actually had a routine guest who was a absolute wonderful person and she requested me every time she stayed with us. I'm not kidding. The actress Kathy Bates. Total sweetheart. I got a call from my former supervisor saying that she was very disappointed that I left so I could work for UPS
Oh my God this takes back to the days when I worked in hotels and a particular returning long term guest who refused anyone else to assist her but me - when I quit and on my last day, she said and I quote “and who’s gonna serve me now” with big sobbing eyes 😂 needless to say my colleagues felt the same cause she only got along with me and would only expect to be serviced by me be it in the bar, the restaurant or room service. I’m talking about a person who had an entirely different menu based on her preferences and absolutely off the actual menu 😅 she tipped me well though and never disrespected me - even brought me Lindt chocolates for Christmas once - so not complaining 😝
Omg, was she German??? 😂😂😂
@@ip1136 🤣 surprisingly, no! Haha
Are you her mommy/ aunt?
@@ip1136racist
I have been fired several times from these types of jobs for telling people what they need to hear and not what they wanted to hear.
Customer service reps need to be paid twice whatever they get.
Customer service reps really need to start adding the "Able to keep calm and maintain a smile in the face of unimaginable stupidity/entitlement" skill to our resumes. 🤣
@@jessicavanelAMEN!!! I try so hard to be in your 1% of favorite guests!!!
People have gotten so rude, stupid & entitled!!
Stay sane out there!
Signed:
New subscriber
I am so glad I work at a customer service job where I'm allowed to (politely) tell people they are acting stupid 😅
I’m always so shocked when I see these. Customer service in Germany takes no bullshit😅
Yes and also Retail workers need to aswell lmao 🤣
It's approvals like in these skits that prove the customer always being right is completely wrong. I wish hospitality would put people in their place so they would stop thinking they are so privileged. The customer is not always right.
The saying goes "the customer is always right IN THE MATTER OF TASTE". (Everyone forgot the last half.) Meaning, the customer's taste is their own and their choices in relation to taste are correct for them. The saying has nothing to do with them being right about everything.
Why would I let anyone but Angela check me in? She never tries to scam me. 😁
I never worked the front desk but I did work various positions dealing with those on vacation. I can guarantee you that a portion of people traveling or on vacation do leave their brains at home. It is insane the number of crazy things you get asked or asked to do.
I'll relay one quick one. In about a decade working at the Grand Canyon I personally had at least 15 people ask where the elevator to the bottom of the canyon is. The fact that the canyon is roughly one mile deep did not phase them. Many were indignant that an elevator was never installed.
I hate when people walk into the hotel, and they have a reservation, but it's under a completely different name than they think it is
I can so feel all of these scenarios.
I'm gonna give you a phrase to repeat in your head when handling the first situation:
"I don't have the time OR the crayons to explain this to you!"
It will make it SO much easier to handle it all
I don't get by what you mean by or crayons.
@@12369jabecause children are typically the ones that use crayons, the implication is that the person they're trying to explain things to is acting like an immature child or that they are stupid.
Great explanation @user-cu2bs8ej1x!
Or "You have more issues than I have tissues."
But she literally _do_ have the time to explain it. And as she can do it with 0 crayons she clearly has the crayons too.
Every interaction with a hotel Karen can be summed up with: "I made a mistake but it's your fault." x_x
I'm sorry.....WHAT 3RD ROOM????????? also, the number of times guests say someone stole from their rooms and i read the locks and no-one entered the room is infuriating
I like the montage of characters even if you physically only change clothes/ add an accessory. It's great! Yes I watched shorts, and compilation 😀
The guest waiting on Angela probably makes me laugh hardest. Not everyone lives “pop-in, quick” distance from work. If I drove 25 minutes in for a 2 minute task and then had to go 25 minutes home…that wouldn’t make any sense. But hey, I suppose if you buy that an employee knew she’d be calling out sick and pre-checked the room that just HAPPENED to not have anyone in it the night before, you’d probably buy any story.
“You obviously don’t know that you’re scamming me”
-some random Karen
"And you obviously don't know that you just earned a spot on the Do Not Rent list... that's shared with our entire chain. Have A Disney Day!"
I am getting ready to go on vacation. I called the hotel to request our rooms be together thanks to this video. Also....I will be EXTRA NICE to every member of the hotel I see! Can't believe some of these people.
You know I never realized the trouble with third party apps until I watched you videos, I get it now, though calling ahead is how we fixed it in the past.
And often if you find "a better rate" on those websites, call the hotel and see if they'll match it. Because that way the hotel gets more out of your stay with them than what they would've gotten from that third party.
In one hotel, we had "Cozy Queen" rooms - barely big enough for a queen bed, night-stands, and a dresser (it was a historical building). We would offer these on 3rd party apps for a bargain rate to get occupancy. Folks would show up with parties of 3, 4, or 5 because the 3rd-party app let them book the room that way, even though it only sleeps 2, and only if they're friendly.
Lots of grief over those Cozy Queens with 3rd party apps.
I was expecting the kid to smash the pumpkin on the floor!
Ugh! You are absolutely right about the rate changes!
I'd probably go with "Ma'am it's like surge pricing, but for hotel rooms instead of Ubers."
... But maybe she's baffled by that, too.
While I've never stayed in A Hotel, I Have stayed in Motels and the room rate was always the same for Every Night.
I get the room rates in Some Places Vary Due to how many rooms are booked for a particular night. I also know that if you call late enough that you can get rooms really, really cheap when they have a lot of empty rooms. That's why you should always try to book your vacation in the off season for some places as during the off season some places really struggle to book even half their rooms and to them it's better to charge way less than normal just so they can fill rooms. The last thing they want is an empty property.
Motels tend to have a different pricing model. Some of them have a certain rate regardless of the projected par occupancy or the projected rev par. Their model works by using on-call staff as needed for cleaning (lots of rooms sold? Call out all the housekeepers tomorrow. Only three rooms sold? Just call the most senior one) and similar tricks. As a rule, they tend to have less regular maintenance. A mom-and-pop motel might even just clean the rooms themselves according to their occupancy - or keep the kids home from school to meet demand.
Hotels use a demand-based pricing model. Imagine having X number of ice cream cones to sell at a busy beach. If it's a hot day, demand is high, so prices are high, and may increase as your supply drops - Or, on a cool day, it might go the other way. Thus the variable rates.
Working 20+ years in the hotel I can identify with these.
I feel the first one so bad. Also "But Last Time I payed so and so much why did you charge me this time that amount".
When I asked them about their confirmation they told me they didn't look at it because they just assumed it would be the same.
I had a discussion for almost an hours because they demanded the price they paid last time.
And they told me they stayed multiple times with us. So I looked it up and they paid actually MORE last time. I had a hard time not laughing but told them If they are sure they want the same price because it will be *significant amount MORE*
They got very quiet I printed the last invoice again and showed them because they did not believe me.
They man quietly paid the invoice and as they left he said to his wife "I told you so" and she shushed him and said "at least we spoke up" 😅
First the Tooth Fairy, then Santa. Now you're telling me Angela magic isn't real?
I always tell my guests that the rate you see on your confirmation is the average rate of all your nights. Typically they understand once you write it down for them.
I love your acting!
The only thing missing was that kid smashing the artwork to the floor.
The jaw clench at the end. 😂
I am a night Auditor who still books using 3rd party (saved $50 last time). I called the motel to request a specific room and they were able to help me (3 months in advance) How hard is that for people to understand
8:50 i didn't know my library teacher knew Jess enough to be portrayed in her skit
I must say, I have a clearer idea of how your industry works from watching your videos. I sympathize greatly. I worked retail for about seven years, and while I have stories to tell, I can see you suffered more than I did.
Bro I thought this was a while ago maybe smt hours AGO-
No.
It was 3 minutes ago😭
I've never been this early😅
Econ should be a mandatory class.
What about when the hotel overbooks by a couple hundred rooms, so you have to send the guest to another hotel that they didn't even want, and they're pissed at you but rightfully so. That's always fun 🙃
Overbooking does happen, but most chains try not to. "Walking a guest" is a bit of a black eye, and the other hotels have no reason not to gossip about it -- "Terraton walked a guest last night, didja hear?"
One reason for credit cards and cancellation fees is to keep from having to overbook or walk guests.
I don't work in the hotel industry but I do work in a business where I get complaints that the rates are different even though the amount they were billed is the amount they were expecting to have to pay! So crazy.
The stolen shoes gives me flashbacks. I worked as a housekeeper and one guy claimed the housekeeping stole a $200 dress shirt from his room. I was called on my DAY OFF because I had cleaned his room the day before. He claimed to have video proof and even called the police. He never shared the "video" with anyone. It was later determined to be a scam and the guy was banned from the hotel. So annoying
Last one SCREAMS disorder of some kind. Could be a bunch of them though. A lot have the "My brain cannot tell the difference between actual danger and a simple routine change I wasn't expecting" symptom. Absolute NIGHTMARE to live with, and also not fun to deal with from the outside.
In that second skit, at the beginning, I have that exact pajama top.
After working 20 years in hospitality this is the most relatable content on UA-cam.
Posted a comment previously about a hotel that declined my booking because they ‘made a mistake’ and refused my printed booking proof. No argument as they insisted the booking was cash only. Still had the best time at a better hotel across the street as the ‘manager’ from the initial hotel saw me sipping a cocktail as I waved to them from my private balcony. It goes both ways with being ‘smart’. As a result they were charged with fraud for not declaring cash income.
Man, everytime that last lady shows up, I just want staffto leave her alone in the lobby until she caves and lets someone else check her in. The one who's going to be in trouble is the one with no room to sleep in after all!
not me about to jump through the screen to throw hands with Ms Davis for insisting Angela come to work sick 😡
Good old Angela
Love to see the customer in that first skit come deal with the stay partner and I just booked. The Saturday night is 2.5x our cheapest night XD
There's an episode of Cheers where Woody asks Sam for a $100 a month raise. Woody eventually gets Sam to agree to a $30 a week raise.
6:19 sounds like somebody was trying to scam the hotel out of the cost of a new pair of shoes.
In the one of the 3 rooms under the "same card" businesses many times use a single card for booking
I love these thanks for making them 😄❤
8:34 NOT THE SWITCH 😭😭
I just started working at a hotel. I already have some of these happen.
The skit of the third party booking actually helped me... ❤
I have been curious for years, how are rooms assigned? How do you decide who gets what room? I know its probably is a computer program, but does it keep customers spread out at first or does it pick an area of the motel/hotel to fill up first? I only ask because at one time I had a room and due to some unforseen circumstances I needed to stay another couple of days for work and I had to change rooms due to reservations. Hotel was notified the day I arrived and they said I had room 1 for a night and they would assign another room for the remaining days. I am sure there is a reason to why, I am just curious.
There is a room matrix that looks like a headache inducing tetris game. Its a calendar generated by room type. When a new booking comes in it gets dropped into a holding tank. You check the notes on the reservation to see if there are any requests, and drop it into a n open slot. If the requests are specific you can lock the reservation in and if they arent you can keep the room moveable, so if somebody comes in early you can switch the room quickly to a room that is clean.
Hi Tess! The way rooms are assigned has varied wildly from each hotel I've ever worked at. When I worked for a small boutique hotel, the morning Front Desk Agent actually went through every single arrival that day (usually we had no more than 50 arrivals in a day) and read the comments to see if they had any room preferences/what status they held in the hotel's reward program, then would pre-assign them based on that.
When I worked for a hotel with 1,000+ rooms, there was a team dedicated to assigning and moving rooms, very much like a Tetris game. The most I would do, usually, would be to try and fill "holes". For example, if we had someone booked to a room for 10 nights, then had a two night gap, then another person coming in for 7 nights, I tried to fill that "hole" with a 2-night stay.
Things get EVEN MORE complicated when hotels sell rooms based on multiple factors; like bed type, view, proximity to amenities, etc.
There are a ton of factors that could have contributed to the hotel asking you to change your room when you extended. 😅 It is definitely way more complicated than anyone would expect!
tldr; Different hotels have different criteria for assigning rooms, mainly depending on the hotel type!
For the rate scam one, 30 minutes later she comes down and cancels the Sunday night one demanding a $150 refund and the manager has to give it because they “fixed” her bill 🤣🤣🤣
I could NEVER do any sort of retail. I'd wind up in jail for popping someone!
Got a room down in Laughlin Nevada for as low as 25.00 a night on a Sunday! When you know the market you can get some good deals!
This different rates every night thing sure looks like a scam lol. In my country you get the same per night charge at the time of the booking all throughout your stay.
Just tell the guest to pull on their confirmation email. Then they can see they booked those rates.
Love these! Thanks for the fun and the outrageous demands people make! YEESH! I think I'd rather not be a hotel clerk these days!
Is that last one real? That’s so funny 😂😂
I never use thiird-party bookers unless I'm planning on being blind drunk for the weekend.
How much I loved her... ♥♥ OMG
If you guys really get treated like this, im truly sorry. Absolutely ridiculous.
I do housekeeping . If I tell you my stories will you make them into skits
I love her outfits and accessories
Jessica‘s boss is putting off some sir Topham Hatt vibes
Do 3rd parties have last available room inventories? When I worked for the Airlines we could check PBT's(Passenger Boarding Totals) down to last seat availability! That we we could find the loosest flights to wherever we were going!
Yep standard response love ur videos live them every day lol
Anyone who thinks the customer is always right has never worked customer service. I never worked in a hotel, but I did tech support for a cell carrier. I dealt with daily abuse. Working Christmas or the day after was absolute hell.
I love my job as night audit at the hotel i work at but the amount of karens I got to deal with is horrible. And the worst offenders are parents of little league, doesnt matter the sport they are all the same they come in and let the hotel be a babysitter for their crotch goblins while they get drunk and party. Their kids will run around the halls ,scream fire at the top of their lungs,bang on doors, steal stuff, break gym equipment,ect all the while there parents are acting like spring. Breakers. Then when you ask the parents to follow a simple rule they throw a fit and act as bad as their children
AMEN as a housekeeper I absolutely DESPISE sports groups and busses. Sports groups because they always leave a mess and never a tip and basically the same with busses only they just take up ALL of the double bedded rooms (yes I know it's my job but makes it no less annoying) so it's so much extra work and then no tips either.
Worked at one hotel near an aquarium. School groups would come in with minimum supervision. We had one group chucking ice cubes down the atrium from the tenth floor. A server in the lobby was injured - they drew blood from his scalp - and we wound up blacklisting that school for a while.
Yes, you can draw blood with ice if there's enough gravity involved.
@@lindsayanthony6819 I feel you before becoming front desk I worked at another hotel as a housekeeper hated doing double beds and construction workers were the worst their room always stinks of sweaty socks and grossness and they always had mud caked on the carpet,vomit in the toilet and bathtub from drinking heavily after work.
Now I feel bad because I am guilty of at least one of these things at a hotel that I regularly stay at. 😮.
I thought the same thing when i watched a different one of her videos. At least we can see where we screwed up and have the chance to change those behaviors! Some people don't care/ don't see how they're the problem. Don't beat yourself up, just remember they're working a very high strees job and try to be compassionate and kind next time ❤❤❤❤
@@Almanatrix Absolutely. 😍
Live and learn.
Lady gonna be screwed with Angela goes on mat leave or goes to another job....😅
"Ms. Smith, I'm so very sorry that we obviously won't be able to accommodate your requests... so I've taken the liberty of canceling all of your reservations. I sincerely hope that you're able to find what you're looking for... somewhere else."
Did anyone else notice that she suddenly dropped the whole thing as soon as Jess mentioned that the keys actually keep track of who used their key and when to get into a room? What are the odds that she just misplaced the shoes somewhere in her room or car and just wanted to make a scene about “thieving staff at the hotel” because she didn’t want to simply look for the shoes herself?
That lady believed that angela knew she was going to be sick???
I cannot believe people are like that! I guess tgey all think the world revolves around them.
That last one I really suspected was going in a different direction. Like if Angela were doing a side business of some kind...
Trying to teach math to the general public is a fool’s errand.
The items you use to represent the phones are just so random
But this actually doesn't fix anything. I feel sorry for the next person who checks her out and doesn't adjust her folio.
The shoes girl probably wanted the money for the shoes and she got caught
i always get the feeling the mrs.davis lady in the skit with angela could possibly be autistic. i mean this not in a bad way, but just due to the fact she visits around the same time each year and is checked in by the same person every time. a lot of people on the spectrum like routine and like things to be the same every time so theres no surprises or anxiety surrounding the situation.
it could also just be a number of other things (anxiety ocd etc) or just what ppl could call 'quirkiness'. ofc i cant diagnose anyone ^_^;
but at least to me i always get the feeling of 'oh shes probably on the spectrum. tbats why shes so insistent on only being checked in by angela and doesnt understand the social cues that she is being a bother to the employees by her insistence.'
I *_HATE_* greedy *_dynamic pricing!!_* Wendy's tried to adopt it for fast food. The blowback was tremendous!
Nine years she is still at front desk 😂😂😂 not even got promotion 😅
Sad life
I once bought a hotel room through a third party site and their card declined, I had to pay for it again, it was ridiculous
Hmm, 🤨. Their card probably didn’t decline. The front desk probably didn’t know what they were doing. They were only supposed to hold your card for incidentals. And the reason why that card didn’t go through because of the incidentals and taxes. But that’s just my guess.
Have to agree try explaining it If that doesmt work adjst bill to makd them happy. Might not be the best but gets tbem to leave
For booking under same name, I don’t agree. We booked our vacation stay a month prior, under same name but one room was on 1st floor, and one was on 15th floor. Secondly, we couldn’t connect through their interconnected phones, we were connecting through our own phones because nobody would ever go through annoyance of first calling the reception and asking them to connect you to the other room. And if you say they were all full house booked, that’s not the case, we saw other people booked after us too for the same dates. And it’s an international hotel chain I m talking about. And when we asked for connecting rooms, they were asking almost double the tarrif.
Ms. Davis has a thing for Angela and you can't change my mind.
Had a guest once that wanted only perfect squares in the room number. We had to move bookings to free up room 419. Not kidding.
Remember, Jessica. They don't serve wine or chocolate in prison.
Also, murder doesn't look good on a resume.
first story i see some websites say individual prices ant total / divide for the entire "per day" price... has that helped? or is it more crap to complain about?
Yeah, but now that first guest will expect to get a room on Saturday for that fixed price, and you'd still have to explain. You just bumped the problem to a different day later on.
for the rate scam, just cost all 160 and make 20 extra bucks 😃
I mean, she did want them all the same didn't she?