I’ll Take What I Can Get


This is an update to the my earlier post Murphy’s Law. My new boss sent out an email with a link to the guests review. She didn’t want to know who the staff members mentioned in the review were, she just wanted to know his room number so we could fix the slow drain. It was…

Why Does She Do Stupid Things?


We have new coffee creamer pumps. Only for the flavored creamers, so who cares? If you have to make your coffee vanilla flavored, and fill it with extra sugar, you probably don’t like coffee. I think the pumps are nicer than having a bunch of mini creamer cups, but as I said, they are only…

The Guy From Kalamazoo


The people in the rewards program can sometimes be worse than the people who use 3rd parties to reserve rooms. In the rewards program, the guests earn points each time they stay at any of our hotels. Higher level guests get more points, and can also request free upgrades, early check-ins, and later check-outs. As…

Murphy’s Law


When I parked my car, I had that dreaded feeling in my gut telling me something about the night was going to be difficult. There was no desk attendant at the front desk when I walked in, and three different families were waiting to check-in. There was a note for me in front of my…

Sorry, No Refund For You.


A guest who checked out on Wednesday morning called me. She was super-duper pissy, and I hated her from the moment I heard her say… “I need to speak to the manager.” I’m a much more helpful person when people aren’t screaming at me. I told her the managers are not here, and as I…

Big Fat Liar


A middle-aged man walked in, and told me he had a reservation. I saw nothing with his name on it. In fact, I had no arrivals. He insisted that he had a reservation. I told him there are no arrivals on my list. So he started looking through his phone to search for his confirmation…