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Welcome back to Tales from the Service Industry. I'm your host, I'm Bill. I'm here tonight

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with Liz. Hi team. And Ms. B. Hey guys. Thank you guys for listening to yet another episode

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of TFTSI. We figured to kind of throw it back. We've had a lot of guests on recently that

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we are so thankful for and they've done an amazing job. But we figured throw it back

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to the OG3. OG3? Sorry I couldn't know myself. And kind of get back to our roots just hanging out

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with the three of us. And a bottle of red. And a very nice bottle of red tonight. I brought a bottle

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out of my stash. And to any new listeners that may have found us on TikTok, welcome. We hope you

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enjoy the pod. We're happier here. Yeah. Thank you for moving over from social media to a listening

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platform. It's more than 10 seconds, but hopefully you enjoy. A lot more than 10 seconds. I don't

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know how many seconds are in the TikToks. The one that just went up was 40? 39? I was gonna say

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a minute at most. I just joined. Give me a break. It was 49. Well be ready to listen to us for I

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don't know 45 minutes let's say. Give or take. At least. Well wherever you're listening from,

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if you are an OG listener like the OG3 or you're new, thank you for being here. We appreciate you.

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Yeah. Well guys, I think since we're doing an OG episode, we're throwing it back to the three of us.

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We should start with my personal favorite segment. Yeah. But I was also thinking that since it's

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the OG3. Yeah. And you just came off of a recent con. Oh yeah. That this could just kind of morph

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into a Ms. B. Rantz. Okay. I mean it's been a minute since the penguins were defiled. That's

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true. That was fun. I enjoyed that. Yeah. Now I have some different things being defiled.

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And we would love to hear it. Okay. So as you guys know, I just came off a recent con weekend.

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I was expecting the craziness of these congoers and my weekend was for sure crazy,

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but it was not the congoers. No way. Yes. It was everybody else just staying at the hotel.

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Yes. So I would say a good 80% of the hotel was people here for this convention and the rest

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were people that had no idea it was going on. Were they upset? Some were because like it was

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really hard to get into the hotel for parking because the we're directly across from a convention

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center. So the entire place was taken up. We had valet in the driveway parking for this convention.

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It was almost impossible to get into the property. So we had people calling and yelling at us.

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You do have a pretty narrow driveway. I will say it's, it's, you know, I mean,

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it's long enough to be a hotel drive. True. True. True. But it had multiple lanes going

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and cones and it was like, there was like a whole system. But so yeah, we definitely just had some

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angry guests yelling in. For the normal people just trying to get to the parking garage. Yeah.

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They had a rough time. And then interestingly enough, the mix of people who like were my problem,

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the ones that we had to run around chasing the entire time were you can bleep me out here.

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F***ing little kids and my little, I mean boys, they had to be like 10 years old and they drove us

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forking knives. Welcome to my life. Oh my God. They were lacrosse. No, not lacrosse. Uh,

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Oh, with the stick hockey with the stick. I'm doing the hand motion. They were hockey boys

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and they had to be 10 years old and their parents just sat downstairs in the bar and let these boys

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take over. Yes. And they're just running around and they were up on one of the floors like and we

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had pilots sleeping and they're running and screaming and I'm getting called down at the desk

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being yelled by pilots that are saying, so when I can't fly this plane, what's your name? So that

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way I can tell them miss B is the reason that this plane's not taking off. It's her fault.

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And I'm like, I'm really sorry. I'll go up there and quiet them down. So I go up to the,

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wait, do you want to hear a funny story? Yeah. Just a side note from Liz's past life. So I was

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telling a friend like what we were kind of recording about tonight in your recent con weekend.

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I was telling him like, yeah, don't you remember like, we're pretty familiar with like convention

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hotels because I used to do a sport at a very young age. So we spent a lot, a lot of weekends and

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different convention hotels. And they were like, yeah, that used to be us just being like absolute

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jerks ramping through the hotel. So we said 10 year old boys, that is, that was literally you,

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you were that 10 year old boy. I was. Oh my God. So me and like, 30 of my teammates would just be

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running ramped in these hotels. Our parents were at the bar. Forking hated you guys.

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But literally, no, it was horrible. And like Saturday night, I finally get out of there after

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a really long day at the con and I was security in the lobby. We'll get back to that. But I finally

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get home. I'm sitting on the couch. I'm exhausted. And I start getting texts. And one of my assistants

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is like, Hey, you might want to call the security on the shift. I was like, why? She's like, I'm at

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the grocery store and I could see kids hanging off the side of the building. She's like, it looks like

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they're on the 11th floor by the emergency stairwell. Wait, wait, wait, wait, and they're hanging off.

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This was an associate off the clock. Yeah. At the grocery store in downtown. I'm just at the

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grocery store, but I see these children. She proceeds to send me a picture and they're

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sitting on this ledge and I'm like, Oh, I'm calling security from home. I'm like, go to the

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11th floor by the pool. And he's running up and he like runs up and he's telling them to get down.

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And then they run away and then he's trying to find them. And then my associate's texting me,

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but she's like, now they're on the seventh floor and they're throwing stuff from the fire stairwell

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on the other side. So they were throwing rocks and the other direction towards the parking structure

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and my security guard just running around like, and not trying to find and crawl these kids

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and texting me being like, can I kick them out? I'm done with this. I've told their parents and I'm

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like, go talk to the manager on duty. But there were 10 years of time. So we were banished to our

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room. The parents just didn't care. Like I went down there at one point and they were bugging

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the pilots and was talked to a dad. It was really cool. I was like, Hey, look, like we have a pilot

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across the hall from you guys. He's going to fly a plane tonight. He has to sleep. Can you please

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calm the kids down? He's like, yeah, of course, of course. And we, you know, they didn't do anything.

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Yeah. Yeah, it was no, it was terrible. But funny enough, the con people, I will say, were so nice,

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so respectful. And they were just a bunch of nerds in costumes. Very different from your last con.

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So different to live from my last rave. And they almost everybody dressed up. The costumes were

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amazing. Okay, those cons they do. It was incredible. And I was like taking pictures with people and

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these awesome costumes. And it was the coolest people watching experience. And then you get

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these snippets of having to deal with everybody else. And then you're like, wow, can we just have

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convention people here all the time? So you want that? They were way better than everybody else.

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You're going to put that in the universe? Yes, I would love nerd conventions.

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Miss B would like to get rid of all sports and all athletes staying in 100% children. I'm glad

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you children. I'm glad you specified that specific type of con. Yeah. Not all conventions. Well,

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no, I mean, you know, you could probably get the furries to come back. I was about to say no

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furry conventions up in here. I mean, some of these people looked like they might have been furries,

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but they didn't, you know, there, there was definitely a wolf in the lobby. Yeah, full,

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huge wolf costume and all these things are homemade looked amazing. They've been working on them for

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weeks. If not months, yeah, it was incredible. Hand making probably every single piece of those

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costumes. Oh, 100%. But okay. So this is, it was going to be my a whole of the week, but it's

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actually Miss B's B of the week. Ooh, love it. This woman is so under my skin, so deep. I'm so

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lividly unbelievably pissed at that this kind of human exists. Like she got up in there under my

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skin. So this woman, I'll say, so there was comments on her reservation that her last day was not good.

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So she was coming back and was hoping for a better stay. We got those sometimes, you know,

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like something bad happened your last day may have been beyond our control, or maybe we messed up

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and we try to make up for it. So she was given a sweet and we were doing our best to give her a

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better experience. I didn't hear anything from her check in. Smooth. I guess she got her keys and

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went up to her room. Was she a rewards member? Oh, yes, she was. Like how high on the status?

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Second tier from the bottom. Okay. Low. Okay. So for us, and like normal folk that doesn't really

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know the lingo, how often do you have to like stay in hotels? Less than 10 days a year. Okay. Yeah.

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Low. Thank you. So like with most rewards programs, you have your enrollment level?

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Basic. Yeah, it's like the you've just enrolled. Yeah, it takes 10 stays or so to get to the first

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like real level. You say 10 days. Yeah. That's second from the but it's essentially the first

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five weekend trips. Yeah. So this human checks into the hotel goes up to her room and promptly

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comes down with a million things. And it just she was nitpicking just every little flipping thing

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from the spec of dust. Yeah. The room was too dusty. It was bothering her allergies. Like,

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oh my God, every little thing. We're like, okay, listen, would you like to change rooms? No.

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And then okay. So then she proceeds to I guess try to be nice with the front desk agent and was

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like, well, I'm interested in breakfast. So she tells her the hours and then she's like, well,

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I'm not going to remember that you need to write it down. Couldn't this be like, I don't know, in

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your app, it's all there. Like, it's all there. The hotel, your rewards app for your second from

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the bottom. Yep. So the front desk agent, super sweet young girl, young 20s college student,

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you know, she very sweetly writes out the hours she was breakfast these hours evening

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reception these hours. And then she gives it to her and the lady looks at it and says,

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um, you spelled breakfast wrong. Oh my gosh, come on. Which my agent replied, I'm so sorry. And

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she's like, how can you spell breakfast wrong? She's like, don't you have to know how to spell

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and like your second grade education? Do you have a second grade education level? She said that to

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an agent. She literally was like, have you do even graduate second grade and then proceeded to then

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and you spelled this wrong. I don't remember what the other word was, but it was some other like,

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you know, dumb little word towards the agent, then just started getting choked up and went to

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the back and grabbed the manager and the manager came out and spoke with her. What kind of staff

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are you hiring here? Shouldn't it be like, uh, it doesn't hire people with lease with a high school

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education level? Like this is way below your standards. And my manager was like, ma'am,

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like I really don't appreciate you speaking about her like that. Our hotel brand, we don't believe,

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you know, in discriminating, we hire all groups of people. Everyone is a high school graduate,

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but you know, some may be still pursuing careers and some maybe not, but we don't discriminate

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based on that. And I don't appreciate you, you know, saying that about me. But someone in their

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twenties could hypothetically have what close to five years of hospitality experience. What

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have they been, you know, on the phones or a front desk agent for five years? Yeah. And this girl's

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the sweetest girl. Like I felt so bad. This lady is interrogating my manager on our hiring

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practices and the type of education level we accept for our associates. And my manager was just,

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you know, trying to be like, look, some people may have English as a second language, but it

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doesn't mean they're not intelligent. It doesn't mean they can't do the job. And she's like, well,

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you shouldn't be hiring people like that. She's like, anyways, is there anything else I can help

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you with? Trying to like move her along. And the lady's like, no, but she demanded like more

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things. My manager did it. The lady was off on her way. Everyone was, it was in the past on just

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how horrible she was. So I come in the next morning, they come in at 7am and my night auditor is pissed

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the hell off about this lady. He's pissed. And I'm like, what's wrong dude? Like, why are you upset?

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He's like, I just got the room service order from hell. So I tell you about it. How do you get a

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room service order from hell? And he shows me this paper. It's like a page long and it's one

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person's order. And I was like, what, what, he's like, she just asked a million questions. And I'm

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like, well, what kind of questions? And he started giving me some examples. He's like, okay, she

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wanted to order the bowl of fruit. And she asked me, is it a bowl of fruit or a cup of fruit? How

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many pieces of fruit? How many ounces of fruit? What types of fruit? How are the fruits cut? And

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he's like, I don't know. I'll have to call the kitchen. And then he moved on to the bread and

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asked a million different kinds of questions about the bread. And then I can't remember all the

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entrees, but like little questions like that, you know, like asking about ounces and portions and

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sizes. And he's like, I don't know. It is like 6 30 in the morning. And he kept trying to call

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the kitchen. They're not answering. And he's like, man, I can put this order in for you. If you'd

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like to come down and speak with the kitchen, you're more than welcome to. But all I can do is hit

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the button and I can ring it up. And she's like, well, you're entirely unhelpful. But I'm sorry,

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how the fruit is cut really? How the fruit is cut? How many ounces? How many pieces? What type is

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it in season? Is it where do you source it from? She was asking all these questions. And he was

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just like, this has to be a joke. I'm being punked. And so he was all irritated that it took him 20.

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He said it took me 20 minutes to ring this order in, but all the preferences and crazy

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stuff she had. And at the end, it's a part of our script. We asked what kind of condiments you

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would like with it. Now just salt and pepper. I'm good. Okay, the room service person brings it up.

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She opens her door and the room service girl rolls it in and she's like, where's the honey? Oh,

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in the room service, and says, I'm sorry, I don't see a request on here for honey. I shouldn't

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have to request it. It should be automatic. I see that I got toast. She's like, you put jam there.

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So why isn't there honey? And she's like, I'm sorry, that is not a part of an automatic thing

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that goes on there. I can go down and get you honey. She's like, that's beyond the point. You

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should know how to use your job. What level of education do you have to do at least graduate

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high school? Because I feel like you should at least know that and insulted a second person's

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education level to which the room service was like, they, I will go get you your honey. And she

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kept talking at her. She turned around left, got the honey, and then I would leave it at the door

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and she did. She left it at the door. Oh yeah. And then she called down because the room service

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it just turned around and left after she was being insulted like that and spoke to the night

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out of the right. Calden complained about it. Calden complained, but this time said there was no

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spoon. And he said, ma'am, you didn't order her anything requires a spoon. She's like, again,

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I'm going back to education on this. Isn't this day one learning that you put a spoon on every

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tray like just ripping every little thing. And he's just like, I will send you up a spoon. And

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she's like, fine, you do that. And I also want my bill ready at the desk. And he said, you got it.

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And he's just fuming and he calls room service and he's like, she wants a spoon. And she's like,

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you got to be kidding me. And he's like, yeah, and can you send up her bill because I don't want to

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deal with her when she comes down to the desk. So he puts her bill in an envelope and sends it up

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with a spoon. The room service didn't knock gives her the, the spoon and the bill to which she

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hops and turns and shuts the door. And by the way, I'm not getting everything. I wasn't a part of

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every interaction, but every single person she talked to, she made them feel terrible. She was

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demeaning. She insulted their education level. She did everything possible to be the worst human

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on the planet. I had an associate again, this is during Khan weekend, she's in the lobby,

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and she's asking how to use her parking key. My associate went to get her card to like show her

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works. You have to hold it a certain way. And she yanked it back. She's like, you don't need to touch

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it. And she's like, okay, sorry, I was just trying to show you how to use it. Um, but yeah, you have

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to hold it back. And like, she was just aggressive and hostile with every single person she interacted

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with. So Sunday, I'm hearing all these stories, how she made my front desk agent cry in the back

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office. And I was like, I am so ready for her to come down. Let's do this. Let's do this. And I

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told my GM, I said, when she comes down, she's going to have a word from me. I'm so excited.

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I'm all give it to her. And I said, I'm going to kick her out. She's not coming back. My GM's like,

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okay, you do you. I was like, Oh, I was ready. Like I was stretching shadow boxing in the back

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office ready for a fight. Oh, I was ready words ready. And guess what? She didn't come. No,

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no, she was ready. I love preparation. Yes. Did you, did you work up a sweat? No,

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yes. I like how to mental dial up going and the things I was going to say. And I'm like,

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how dare you and all this stuff just left. She was embarrassed. No, you think people

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like that are embarrassed now? I don't know. No, but you know what? I will bet you a bottle of

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wine that when she fills out her survey, she's going to misuse there, there and there. Probably.

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She probably would except for the fact she didn't wait till then the next day, which was today,

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because she checked out yesterday. I got a complaint from her from corporate. So she filed a formal

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yes with our hotel company. Would you like me to read some of it? We have received. Would I?

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Yes. Don't worry guys, I brought it for you. This isn't her writing it. This is the associate

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with the company saying what she is saying. Okay. Already spoke to management regarding

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her concerns. That's how it starts. So is that truly valid? It means that we already handled it

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and she just feels like calling complaining some more. Oh, okay. Cool. Okay. Cool. Member thought

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her room was on the lounge level and was looking forward to the night snacks and breakfast.

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She didn't book lounge level. We upgraded her to a suite. Still as a second tier member,

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you don't get access to. Yeah, it's going to say that's a higher level benefit. Member asked for

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a paper copy of her receipt to be put under the door. She asked the front desk about the receipt

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and they put it on her breakfast tray. So she got the receipt where she requested,

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not in the manner she requested it. Members room key did not work at the parking garage.

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The parking lot staff told her this was a common issue and let her out. So this was the associate

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that was trying to be empathetic and say, I'm so sorry. This happens sometimes. Let me show you

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how to use it. So she was using empathy, trying to, you know, say, yeah, it's not just you,

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but no, it was you lady. And then she wouldn't let her touch the key and freaked out.

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Guest also states at the front desk, they had problems with English and spelling. She feels

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this could be a security issue was told even if the lounge was open, she would still receive free

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breakfast. Also did not receive the proper utensils to eat. Also place food order. They didn't put

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info in how many pieces of bacon will be in the order. So she said, I just want to circle back

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to that. She felt the front desk agent had problems with English and spelling and felt that could

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be a security concern. How is that a security concern? Because the agent hand wrote out and

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misspelled the word correct. So she must have problems with English. She only knows English.

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Oh, she does not know Spanish or any other language. Yeah, but I'm sorry. Just all of it

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irrelevant. It's all crazy. It's just contrived BS. Yeah, let's see her spell the word contrived.

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Oh, I guarantee she couldn't excuse me miss. Is it I before E except after C. I couldn't spell it,

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but this which continued to add things and would call back and say more stuff. But all of it was

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like crazy. Like, Oh, you know, like they didn't give you the proper utensils. You got all the

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utensils. You want an additional spoon, despite the fact none of your food involved spoon,

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she ordered like toast and fruit. And so we brought up a spoon right away and bacon, apparently.

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Yes, and bacon. You want a spoon for bacon? Yeah, I don't think he knew how many ounces was in it.

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So how many ounces of bacon is in each slice? But so this person I insist that the slices of

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bacon be trimmed to exactly the same length. Thank you. And where did the big come from? Where was

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it raised? What did it eat? Was it an American pig? To the pig only speak English and could it spell?

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Did the pig take away American jobs? I feel the feeling she would have said all of those things.

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But I given the opportunity. Yes. So I got all of these complaints. I was so angry. I stormed

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into my GM's office because I frequently do that. I'm an emotional human being. I stormed into our

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office. Like, what's up, Miss B? This woman. What happened? And I was, you remember this person

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from the pass on? The one that was mean to everybody. Yeah, I do. And I told her what she

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had said about the agent having problems with English and spelling. And she's like,

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doesn't she only speak English? I asked my general manager, I was like, I'm not giving her anything

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no matter how much corporate keeps pushing. She doesn't get a dime. She's like, I agree with that.

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And I said, can I write her an email and ban her from the property? She's like, hmm, why don't you

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send me that email? Let me proof read that. If she said it, then yes. Yes. But so yeah, I wrote an

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email that was very aggressive, but got to the point. And then I had someone help me edit it to

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make it less aggressive, but still the point. Did you intentionally miss Bell words? Oh, I should

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have. I told you I didn't think of that. But I haven't sent it yet. I'm still waiting for all

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the final proofs replace every C with a K breakfast wrong. Yes. By the way, I use that example in

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the email and I said, during one altercation, this is what you said. This is, you know, what happened.

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I should have spelled breakfast wrong. You should have. You need to. Oh, I'm going to. I'm going to.

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That is that is that is top level passive aggressive. Top tier, top tier. Man. Oh, I'm sorry.

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Sorry. She was horrible. Why I feel bad for your associates. I hope they're not. I don't know.

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She only made one cry. The breast she made one of punch walls, but I told her horrible. Do you

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have any idea how the associate misspelled breakfast? Yeah. No, I mean, I was gonna say,

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you need to do it the same way. Yeah, you need to ask her how she misspelled it. Okay.

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To specifically misspell. I'm going to tell my boss that tomorrow. I'm like, can I do this?

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She's going to do it. Do it. No, don't ask. Look, but it's, I know. Is this my motto? Ask for forgiveness.

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This is a forgiveness, not permission. Okay. Okay. I'm going to do it. That is one of my life

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mottos, to be honest. Oh, all right. You want the next brand? You have like three that you'd

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like routinely throw out. That's like the second one I can think of. What's the third? The foot.

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Yeah. Okay. That's like a foot for everybody motto. That's just a mindset motto. I guess.

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That's your motto. It is on this podcast. A foot. We don't kink shame and ask for forgiveness,

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not permission. No, you're missing the best one. It's a good day to have a great day. Ding, ding,

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ding. Miss B for the win. I was thinking that might be a tattoo pretty soon. Oh, that's a good one.

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So now we're going to switch gears a little bit. And this one, it was just kind of crazy

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and a little sad, but then I have some more stories that will lift us up a little bit. So I had a

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guest who's departure date was Sunday. Okay. Halfway through this day, Food and Beverage

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supervisor comes up to me in the back and is like, Miss B. I'm like, what? She said,

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you need to do something about 323. I'm like, what's wrong with 323? She's like, it smells so

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bad. I'm like, oh, that's weird. Like, what does it smell like? And she said, oh, and I said, but

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like what kind of like, you know, what does it just smell bad? Or does it literally smell like

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poop? Exactly. I'm like, what do you mean? She's like, no, like literal human feces. And I said,

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Oh, oh, oh my, oh my. She's like, yes. And she's like, and worse. So I go up there to deliver

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their room service order at knock. He said, come in because he's not able to get up. And I go in

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and the man is in a wheelchair. And, you know, I look up the gas. Okay. He's in a handicap

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capsule room. He's in a gap. Makes sense. She's like, so I roll the cart in. She's like, there's

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poop all over the ground. Oh no. And but it's been rolled over by a wheelchair. The wave just hits

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you as soon as you walk in the door. She's like, I thought I was gonna throw up. I had to get out

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of there as fast as I could. She's like, I felt like it was on my shoes. And I was like, Oh my God.

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And so she'd apparently just left the cart and like ran. So I call my housekeeping supervisor

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who's got like balls of steel. She's amazing. I was like, okay, and we're going to go up to this

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room. She's like, let's do it. And so M and I go up to the room. Does his housekeeping supervisor

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know what she's getting into? Oh, I told her. And she's like, yeah, let's go. Lots of housekeeping

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supervisors are just the OGs of that hotel. She's been at this hotel probably since before it was

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the brand. So she's like, oh, I guarantee I've seen worse. You know, she's seen it all. So we go up

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there and we knock and he's like, come in and we're like, no, no, no, no, no, like, you got to come

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to the door. We're like, are you able to come to the door and open it? And he's like, no. So I'm

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like, are you opening it? I'm opening it. She's like, so she opens it because I'm scared. And we

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like, prop it open and we're like, sir, are you decent? He's like, I just got out of the shower.

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And I was like, okay, well, we are required to do a wellness check to check on you. Make sure

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you're okay. And I said, so would you like us to do it now? Or like, just come back in a little bit.

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And he's like, can you come back in like 10 minutes? I just got out of the shower. Let me,

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you know, finish getting dressed. And we're like, okay, we will be back in 10 minutes.

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We go down to the front office. We wait 15 for good measure. We go back up there and we knock

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and he's like, come in. We're like, oh my God, like at this point, we're not gonna, I was like,

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just open it. Go through the rigmarole. Exactly. So she opens it. The floor is soaking wet. Like,

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you know, he looks like he might shower and the wheelchair marks are going to, he's sitting in

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front of the TV in the wheelchair facing towards us towards the door. And by the way, completely

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undressed. He's just wet now with a towel over his nether regions. And we did not get dressed. No,

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I think maybe he knew we were coming in to inspect and tried to tidy a little bit and maybe turn

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on the shower and try to get some stuff down the drain. I don't know exactly. But so we walk in

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and we're kind of like looking around. I'm like, okay, we have to inspect the room and we look

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towards the bathroom. You can still see in the grout and stuff that it's not clean. And then

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he didn't do a great job because in the hallway, you can still see little bits and pieces. And

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we're like, okay, we walk further into the room, the bedroom. And again, he's just sitting there

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staring at us and we look towards the bed and one of the beds is just covered. Oh no.

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Bad bowel movements, pee and the whole room's a disaster. It smells horrible. I'm going to throw

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up and I look at him and I honestly, it's very rare for me to be at a loss of words.

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Can confirm. And it smelled so bad. I felt nauseous. I said, sir, the bed. And before I

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say anything else, he's like, yeah, just charging for the sheets, charging for the sheets. And I

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was like, but he's like, yeah, I'm sorry. Like I wasn't feeling well. I couldn't make it to the

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bathroom in time. I'm in a wheelchair. Like I just couldn't make it. And but he's, you know,

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seemed genuine and like kind of sad. It was a sad situation. I just couldn't figure out how to

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scold someone for what they can't help. You know, it's not about scolding. I think in fairness,

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in a situation like this, compassion is absolutely needed. No, nobody in that room

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wanted to be in that room having that conversation at that moment. Yeah. But if that's what you're

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coping with, a hotel is not the facility. No, he needs me in a hospital. And I, yeah, I'm not

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sure what the right facility is, but I know exactly what the wrong facility is. And that was that

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hotel. Yeah, there was no caretaker there. There was like, he was just alone. I was concerned. I

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was confused. And I was like, okay, we're going to charge you for the sheets. And I said, insert,

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the room really smells like cigarette smoke. Have you been smoking in here? And he's like,

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yes, I have. And he's like, you can't smoke in here. It's a non-smoking hotel. And he's like,

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I didn't know that. And I was like, sir, it's posted everywhere. I said, I'm going to have to

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charge you for the smoking too. And he's like, okay, yeah, charge me. And I said, but if it

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continues, we will ask you to leave. I said, do you wish to stay at this hotel? You know, and

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he's like, yes, I do. And I said, okay, you have to stop smoking. And then my house,

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scheming supervisor stepped in and she's like, and look, we have to clean the room. She's like,

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we can't just let it go a week without cleaning it. So he's like, can we get in here today?

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And he's like, no, how about tomorrow? And she's like, okay, what time? And, you know,

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they agreed upon a time. She's like, we have to get in here. Personally, it would have been a hard

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no. Because I mean, that is a, that's a health hazard. Yeah, no, I can't believe him and your

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associates. Yeah. I mean, all that has to I was surprised she said that, but I would have said

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you have to clean it today. Yeah, we'll give you like an hour, collect your things. We need to

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clean it today. The thing is, to me, she said that I didn't know if we're gonna ask the guest to

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leave. So I didn't push on that. Yeah, I went straight down to my computer, emailed the general

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manager was like, this is the situation. This is what we saw balls in your court. What do we do?

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Do I ask him to leave? Because I really did feel bad. But I was like, we're not the place for

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this guy. This is where they're going to deal with this problem today. We're going to deal with it

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three days from now. That's how it's gonna be worse. Yeah. I didn't see it getting better. I also think

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where this guess went wrong is not asking for help when the situation occurred. I don't think he was

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in his right mental capacity. Like I just, and I'll get to that. So I got out to the front desk

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and I started asking more questions like, when did this guy check in? And they're like, Oh,

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checked in on Sunday. And I was like, did he check in by himself? So like, no, he checked in with

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another person. There's another name on this room. So the next day, my GM ended up saying, you know

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what, it's not kick him out, but charge him for the sheets, charge him for the smoke. But if it

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happens again, then we can remove him because he's done something wrong. So then comes the con. So

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that was on like Wednesday or the convention. I was like, the con of the situation. Yeah, right.

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Then comes the con. So it's Saturday. We are popping. We are slammed. I am security in the lobby.

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Stuff is moving. Those doors. It was wild. And you know, I'm just yelling at people in the lobby

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telling me, you can't sit there. Why are you bringing Chipotle in here? No outside food.

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Did you love that? No outside food. Yeah, people were bringing outside food and sitting in our

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restaurant. Oh, that's not allowed. I did it so much. I started to get crafty with it. So I would

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carry menus with me and I'd go up to tables and be like, hi guys, are you going to be dining with us

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today? Well, and I said, well, here are the menus. We've got a great burger, this and that. What can

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I get you guys started? We don't want to eat here. It's like, oh, but you're sitting in our

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restaurant. Like these aren't just, you know, I started to get kind of like, you know, with it.

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So then I also became a cocktail waitress because then sometimes they'd be like, you know what,

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we will eat here. And they were giving me their orders. And I was running over to the bar. I'm

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like, can you give me some wings started and I need a Malibu sunrise and this and I'm like,

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help and run orders. So it sounds good. Yeah. Can I get the guilt burger with the side of shame,

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please? Yeah, but I turned at least four or five tables from people who are just sitting to ordering

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and actually ordered full meals. So I was like, I can commission this right. Anyway, so I'm doing

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this. So the lobby is my kingdom. I'm kicking people out. I'm turning things over to orders.

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And then all of a sudden you get hit with a wave of shit. You're just like, what is that smell?

357
00:30:53,280 --> 00:30:58,400
That sequence of words needs to change. I'm sorry. I'm sorry. You got hit in the face with a wave

358
00:30:58,400 --> 00:31:03,840
of shit and you just smell it. Your nostrils, not your actual face. I swear it felt like it hit

359
00:31:03,840 --> 00:31:10,960
me like a brick in the face. Like it came out of nowhere. A lot. A lot to the face. Right. I turn

360
00:31:10,960 --> 00:31:18,240
and I see this man in a wheelchair struggling to wheel himself. He has no shoes on. He's not wearing

361
00:31:18,240 --> 00:31:23,680
a shirt, pants kind of on and part of it's getting stuck in the wheel. And I'm just kind of my face

362
00:31:23,680 --> 00:31:28,320
is like, why is he down here? And he rolls over the front desk and he's angry and he's like, I want

363
00:31:28,320 --> 00:31:32,640
to extend. And they're like, I'm sorry, sir, we can't extend to you at the room is booked. And

364
00:31:35,600 --> 00:31:40,080
he's wheeling himself away and everyone in the lobby is just like staring and it's a very busy

365
00:31:40,080 --> 00:31:45,920
convention Saturday. And it's just smells so bad. My front desk agent is like gagging at the desk

366
00:31:45,920 --> 00:31:50,640
and he goes to the elevator. I go to the elevator. I had some people that needed to get up to a

367
00:31:50,640 --> 00:31:56,000
certain floor and I get them up and I turn around and he's coming back out and he's madly cursing.

368
00:31:56,000 --> 00:32:02,160
And I'm like, sir, sir, how can I help you? He's like, she's not working. I was like, let me help

369
00:32:02,160 --> 00:32:05,120
you. And he's like, why do you need to get the desk? I'm like, don't don't worry about it. I'll

370
00:32:05,120 --> 00:32:10,800
let you into your room. And so I hold the elevator open for him. He gets in and I was like, I'll take

371
00:32:10,800 --> 00:32:14,800
you up to your room. And so I go into the elevator and like other guests go to come into the elevator

372
00:32:14,800 --> 00:32:19,920
and I just look at them and I was like, I shake my head with eyes that don't do it. And my hands

373
00:32:19,920 --> 00:32:25,040
like this, like giving the weight symbol. I'm like, wait, I say, don't do it. Even though it was like

374
00:32:25,040 --> 00:32:28,000
everyone was trying to get on the elevator. I'm like, just it's not worth it. I mean, busy

375
00:32:28,000 --> 00:32:33,520
weekend. I'm sure if they had a break in activities or whatever. Yeah. So I help get him up to his

376
00:32:33,520 --> 00:32:37,680
floor and it was the longest elevator ride of my life. I felt like I was going to be sick.

377
00:32:37,680 --> 00:32:44,880
Get him out. I get him to his room. I let him in and it was just, I was gagging and I'm like,

378
00:32:44,880 --> 00:32:49,920
this is bad. This is bad. This guy's checking out tomorrow. It's going to be a nightmare. And I'm

379
00:32:49,920 --> 00:32:55,520
like, Oh my God, my head. When you let him back into the room, did you like sneak a peek at the

380
00:32:55,520 --> 00:32:59,840
state of the room at all? No, I couldn't breathe. Like I thought I was going to throw up. I ran away

381
00:32:59,840 --> 00:33:05,600
as fast as I could. Okay. By now, Saturday, busy convention day, right? Hotels hold out. The entire

382
00:33:05,600 --> 00:33:10,960
floor smells like poop. Did you get any other complaints from other rooms? Oh yeah. Housekeeping

383
00:33:10,960 --> 00:33:15,680
was having to do laps down. Like they would spray Lysol and sprays like every hour trying to,

384
00:33:15,680 --> 00:33:20,400
because we couldn't relocate people. It was all out. So Sunday rules around. I'm working Sunday

385
00:33:20,400 --> 00:33:24,640
morning and I know this will be my problem. And so I stand up with the other managers and like,

386
00:33:24,640 --> 00:33:29,520
guys, we all know our favorite room. He's checking out today. And I was like, I'm really excited

387
00:33:29,520 --> 00:33:35,200
about that. And my director of finance was working that day. She's like, uh, do you know how he's

388
00:33:35,200 --> 00:33:39,680
going to leave? I say, interestingly enough, his caretaker quote unquote, came to the front desk

389
00:33:39,680 --> 00:33:44,080
that morning and said, yeah, I'm out. He's your guys's problem now. And he's probably going to need

390
00:33:44,080 --> 00:33:49,920
help getting out of the room. I'm done and leaves. And so we're like, Oh my God, this is bad. And I

391
00:33:49,920 --> 00:33:54,640
told that to my director of finance. I'm like, I can't wheel this guy out. Or should you? I was

392
00:33:54,640 --> 00:34:01,360
like, I'm not trained in that. Exactly. And she said call PD. Yeah. Call PD right now. And I was

393
00:34:01,360 --> 00:34:05,920
like, well, I don't know about that. She's like, no, call PD now, get in front of it, tell them

394
00:34:05,920 --> 00:34:09,840
that you need a wellness check done. This person is not capable of taking care of themselves. And

395
00:34:09,840 --> 00:34:14,160
you're concerned for their wellbeing. Yeah, fair enough. I call non emergency PD and are like,

396
00:34:14,160 --> 00:34:17,760
you know, do you need fire medical police? And I was like, I believe I need medical. She's like,

397
00:34:17,760 --> 00:34:20,720
can you tell me what's going on? I tell her everything. I told her how this guy left this

398
00:34:20,720 --> 00:34:25,040
morning who I believe to be his caretaker said he's your guys's problem now. I tell her about

399
00:34:25,040 --> 00:34:28,480
all the poop in the room. And I was like, I've tried calling twice. He's not answering. I'm

400
00:34:28,480 --> 00:34:31,760
worried for his wellbeing. And I also don't think he's able to take care of himself.

401
00:34:31,760 --> 00:34:36,160
His check updates today. He's not able to extend because we actually have a company coming into

402
00:34:36,160 --> 00:34:41,440
deep clean that room. And I need assistance in making sure he's okay. I'm concerned for his

403
00:34:41,440 --> 00:34:46,480
wellbeing. I'm like, okay, we'll send the paramedics out. Paramedics are there in like five minutes.

404
00:34:46,480 --> 00:34:51,280
Oh, wow. So they come in and they're like, and then you're just escorting them up to a room that

405
00:34:51,280 --> 00:34:54,880
smells like poop. Pretty much. So they come to the lobby. I come out and meet them. And they're

406
00:34:54,880 --> 00:34:59,440
like, hi, are you miss B? I'm like, yep, that's me. And this guy looks at me and he's like,

407
00:34:59,440 --> 00:35:03,600
so what are we walking into? And I'm like, it's really bad. And I tell them the backstory. I

408
00:35:03,600 --> 00:35:07,120
tell them, you know, this guy left this morning, I think he was this caretaker and he said he's

409
00:35:07,120 --> 00:35:11,200
going to need help and that he's not doing it. And I said, I've tried calling no one's answering.

410
00:35:11,200 --> 00:35:15,520
I was like, I honestly don't think this guy's okay. And they're like, all right, let's do this.

411
00:35:15,520 --> 00:35:19,440
And so we're all in the elevator going up and the moment the elevator doors open,

412
00:35:19,440 --> 00:35:23,840
you could smell it. And one of the guys was like, oh, you could smell it from here.

413
00:35:23,840 --> 00:35:28,400
And like said that out loud in the hallway was like, God, the guy's like, this is going to suck.

414
00:35:30,160 --> 00:35:33,360
Glad you worked this holiday. And they're all laughing. And I'm like, oh my God,

415
00:35:33,360 --> 00:35:37,840
it's like a front house right now. And so we go up to the door and they're like, all right,

416
00:35:37,840 --> 00:35:44,000
let's do this. And so we knock and and they're like fire department. And we didn't even have to like

417
00:35:44,000 --> 00:35:48,880
open the lock. The door was a jar. He left it open. So they're like, I guess we're going in.

418
00:35:48,880 --> 00:35:54,880
They go in and I did not go in. It smells so bad. I couldn't. I could not. I'm in the hallway. I was

419
00:35:54,880 --> 00:35:58,800
like, I'll be out here if you need me. And they go in, you hear them like talking to the guy and

420
00:35:58,800 --> 00:36:03,360
they're like, Hey, what's going on? How are you feeling? And they kept trying to wake him up.

421
00:36:03,360 --> 00:36:08,320
They're like, you got to wake up. I was asleep. You got to stay awake. And he's like, this is not

422
00:36:08,320 --> 00:36:12,320
good. And they're like, all right, take his vitals here. And they're like, your stats are way too

423
00:36:12,320 --> 00:36:17,600
low. I'm sorry. I wonder what this guy has been eating room service, but it doesn't sound like

424
00:36:17,600 --> 00:36:21,920
he's like left the room very much. He's been ordering food to the room room service. So

425
00:36:21,920 --> 00:36:24,640
they were taking it in the room the first few days, but then it's not so bad. They started

426
00:36:24,640 --> 00:36:29,520
leaving outside the door. Yeah. And the paramedics were like, look, your checkout dates today,

427
00:36:29,520 --> 00:36:33,520
the hotel is not extending you. And he said, there's two ways this is going to go. Why don't you come

428
00:36:33,520 --> 00:36:40,880
with us to the hospital now and get checked out option to you refuse to come. We call PD. They

429
00:36:40,880 --> 00:36:44,800
are going to say you have no choice. You get put in a hole and you're stuck in the hospital for

430
00:36:44,800 --> 00:36:48,800
three days against your will. Which one is it's going to be? You always take option A.

431
00:36:49,760 --> 00:36:57,280
To which he chose again. Oh, hidden option C. Yes. What was that? So which he just kept

432
00:36:57,280 --> 00:37:03,040
you like, never you won't take me. And you know, just refusing to be compliant, kept going back

433
00:37:03,040 --> 00:37:07,840
to bed. Fire guy comes out to talk to me and he's like, okay, this here's the deal. He's refusing

434
00:37:07,840 --> 00:37:13,120
to go. He's like, that man is absolutely gravely disabled. And he said, but we can't make that

435
00:37:13,120 --> 00:37:19,120
call. PD has to make it. Yeah. He's like, if we take him, we get down for kidnapping. He told me

436
00:37:19,120 --> 00:37:23,760
that we take him to go to kidnapping. So he's like, so we've already called PD PD is going to come in.

437
00:37:23,760 --> 00:37:27,120
Hopefully they agree with our assessment. And then he gets put on the hold and taken out of here.

438
00:37:27,120 --> 00:37:31,760
Okay, great. You're talking a 72 hour cycle. Interesting enough, it wasn't psych. They said

439
00:37:31,760 --> 00:37:36,240
he was on a hold for gravely disabled because he's a danger to himself because he can't take care of

440
00:37:36,240 --> 00:37:41,120
himself. Okay. Okay. So the paramedics stay in the room with them. I don't know how they brood,

441
00:37:41,120 --> 00:37:47,440
but I go down to the lobby. He said he had masks on. No, they did not. They did not. I go down to

442
00:37:47,440 --> 00:37:52,480
the lobby to wait for the cops, cops come and show them up. And they were in there. I don't even think

443
00:37:52,480 --> 00:37:56,560
they were in there five minutes and they were like gravely disabled. And he was put on a stretcher,

444
00:37:56,560 --> 00:38:00,720
taken out of the hotel. You think problem solved, right? No, probably not. No, of course not.

445
00:38:01,280 --> 00:38:05,040
How do you know, Bill? What do you think the next problem was? I'm not sure, but I just know

446
00:38:05,040 --> 00:38:11,280
that there is more coming along. Ding, ding, ding, ding, ding. So now we're like, okay, he's gone

447
00:38:11,280 --> 00:38:14,400
because I ran out and asked the cops, like, what do we do with the things in the room? She's like,

448
00:38:14,400 --> 00:38:19,120
throw it out. I was like, okay, she's like, I mean, if you want to, you can lost and found it.

449
00:38:19,120 --> 00:38:23,200
I was like, okay. Well, the PD is not going to take responsibility for any of those things. That's

450
00:38:23,200 --> 00:38:28,720
on you. Yeah. That's on you. So I didn't touch anything. I went up there, took some photos,

451
00:38:28,720 --> 00:38:33,520
and it just looked like clothes from what I could see, like some clothes. And there was a wheelchair

452
00:38:33,520 --> 00:38:38,640
in there between the bed. And then it looked like some stuff and just cigarettes and grossness.

453
00:38:38,640 --> 00:38:42,640
And I was like, nothing of value. It looks like it's not as value as we are. Because I'm sure they,

454
00:38:42,640 --> 00:38:47,360
I don't know, made sure he took his ID. I don't know. Like I didn't see that, but I don't even

455
00:38:47,360 --> 00:38:51,360
know if he had one. I don't know. So this morning I was catching up with the chief, the chief of

456
00:38:51,360 --> 00:38:56,800
the fire department or your chief engineer, engineer. And because by the way, everyone that

457
00:38:56,800 --> 00:39:00,160
dealt with that room was leadership. You know, the, remember I told you the room was clean?

458
00:39:00,160 --> 00:39:05,280
The supervisor did it. No one will touch this room. So the chief is in there and he asked,

459
00:39:05,280 --> 00:39:08,320
he's like, what are we going to do with the wheelchair? I was like, I don't know. Like

460
00:39:08,320 --> 00:39:12,720
take it out back and hose it down. Like I assume those things are expensive, but I don't know what

461
00:39:12,720 --> 00:39:16,720
to do with it. And the chief was like, yeah. So I went to get the wheelchair and he's like,

462
00:39:16,720 --> 00:39:22,320
what I didn't realize was that there was a bucket underneath it. Because he wasn't going to the

463
00:39:22,320 --> 00:39:26,960
bathroom very far away from his bed. He was using the bucket under the wheel chair. He didn't realize

464
00:39:26,960 --> 00:39:31,920
that and they moved the wheelchair and the party went everywhere. Yeah. His version of the party.

465
00:39:31,920 --> 00:39:37,520
Uh-huh. And I nearly like threw up and he's like, I cut it. I'm like literally gagging like right

466
00:39:37,520 --> 00:39:42,880
now. And basically everything got thrown away, including the wheelchair, everything. My chief

467
00:39:42,880 --> 00:39:47,200
said nothing was salvageable. No. He's like, I could have ran a hose on the thing, sanitized it.

468
00:39:47,200 --> 00:39:50,800
He's like, he was embedded in the wheels. It was embedded in the chair. He's like,

469
00:39:50,800 --> 00:39:54,560
it was everywhere. I used gloves. I used hazmat, used everything. He's like, I still feel like

470
00:39:54,560 --> 00:39:58,640
it's on me and I need to go shower right now. And he actually got a room to go shower because it was

471
00:39:58,640 --> 00:40:05,280
so bad. I wonder if it was already partially in that state when the guest checked in. Who knows.

472
00:40:05,280 --> 00:40:08,640
I was told he smelled bad checking in. So it could have been an ongoing issue.

473
00:40:08,640 --> 00:40:13,440
Yeah. It would have been fair to assume that very thing. If his caregiver gave him the level of care

474
00:40:13,440 --> 00:40:18,080
of he's your problem, deuces, there were issues upon arrival. Yeah. Like we were wondering,

475
00:40:18,080 --> 00:40:20,960
did they just drop him off there to like die or something? Because he was planning on extending

476
00:40:20,960 --> 00:40:24,400
his stay. Oh my gosh. And the thing is that was weird, his card kept going through. Do you know

477
00:40:24,400 --> 00:40:28,960
how many times we charge them for damage? And cause by the way, mattress gone. Oh, for sure.

478
00:40:28,960 --> 00:40:35,360
Sheets gone, rugs gone. Everything that couldn't be like, wasn't a hard surface gone. He was charged

479
00:40:35,360 --> 00:40:39,920
for everything. Every car went through. Well, it was wood floors, but there was like a rug. Oh,

480
00:40:39,920 --> 00:40:44,800
okay. Gone. But yeah, that was probably one of like the saddest grossest moments. And I, you know,

481
00:40:44,800 --> 00:40:49,840
I hate to be like that, but it's something real that we have to deal with. And people think,

482
00:40:49,840 --> 00:40:53,280
oh, you know, front desk and this, you just smile at people, give them their keys, but

483
00:40:53,280 --> 00:40:58,640
we get berated by people. We have to deal with literal sometimes. Yeah. You know, and like I

484
00:40:58,640 --> 00:41:03,840
said a little bit into your story, I mean, the tragedy in all of this is it's not the facility

485
00:41:03,840 --> 00:41:08,720
for him. Yeah. You know, he needs a level of care that's far above what a hotel can provide. And

486
00:41:08,720 --> 00:41:15,040
what a hotel employee is trained to handle. Absolutely. Like we're in no way equipped to

487
00:41:15,040 --> 00:41:19,680
deal with any of that. And no, you know, I don't know if you saw it over the weekend, but I posted

488
00:41:19,680 --> 00:41:25,200
a video of a room that I had to deal with. It was real similar. I mean, well, it was similar in

489
00:41:25,200 --> 00:41:32,560
damages, but not circumstance. Right. So damages. Yeah, it was the beds were done, the carpet was

490
00:41:32,560 --> 00:41:37,680
done. Yeah. I mean, he was dealing with some personal demons. Oh, for sure. Like we're talking

491
00:41:37,680 --> 00:41:43,920
full blown and they were winning hardcore alcoholic level. Yes. And the demons were winning. So,

492
00:41:43,920 --> 00:41:49,360
you know, the video I posted showed the amount of beer cans, which was impressive. Yeah. The

493
00:41:49,360 --> 00:41:55,280
guest either couldn't or chose not to get out of the bed. So just would urinate himself. Yes.

494
00:41:55,280 --> 00:41:59,280
Through the mattress, through the box spring into the carpet to the concrete. I mean, the whole

495
00:41:59,280 --> 00:42:04,880
bay had to go. Yeah. And I posted that video and it was disheartening. Yeah. The way people

496
00:42:04,880 --> 00:42:10,400
perceived it. You know, it's like it didn't matter that I was saying repetitively, this is not a

497
00:42:10,400 --> 00:42:17,120
party. I mean, the entire post was about what we are faced with in our jobs that we are not trained

498
00:42:17,120 --> 00:42:22,560
for, that we are not equipped for. Yeah. You know, and it was nothing about this guy did X, Y,

499
00:42:22,560 --> 00:42:28,560
or Z. It was about this is what we do. Yeah, exactly. Far more often than people realize. Yeah.

500
00:42:28,560 --> 00:42:33,120
You know, in the vitriol of the comments was really disheartening, even though it was clearly

501
00:42:33,120 --> 00:42:37,600
not about a party. He was in the wrong facility with the wrong level of care. Yeah. But we did

502
00:42:37,600 --> 00:42:40,960
the same thing. It was just the leaders that cleaned the room. We didn't put that on our

503
00:42:40,960 --> 00:42:44,560
employees. No, we couldn't. And that's why like, you know, a lot of people like this from crazy

504
00:42:44,560 --> 00:42:49,040
angry lady to this guy, like I take that on from my team. I say, if she comes down, you get me.

505
00:42:49,040 --> 00:42:52,640
You don't deal with her. You get me with this guy. I wanted to be the one to deal with them. I didn't

506
00:42:52,640 --> 00:42:55,840
want my staff to have to deal with that. Oh, I tell my staff that all the time. I don't want you

507
00:42:55,840 --> 00:42:59,760
to be the bad guy. I'll be the bad guy. Yeah. You ever have a problem that arises that you don't

508
00:42:59,760 --> 00:43:04,400
feel comfortable with handling call me. I feel like that's what makes us leaders and people who

509
00:43:04,400 --> 00:43:09,200
aren't like that just by nature. You're not a leader. No. Like I tell my team, I want you to

510
00:43:09,200 --> 00:43:14,320
say yes until you know you can't say yes. For sure. And then you get me and I will tell them

511
00:43:14,320 --> 00:43:19,280
no. Absolutely. I will carry that weight. Brutal. I will say over the weekend, we did have a holiday

512
00:43:19,280 --> 00:43:29,360
weekend. I said yes when I shouldn't have. Ooh, to what? And my staff called me out on it so hard.

513
00:43:29,360 --> 00:43:36,640
What did you say yes to? I said yes to paddleboarding kayak rentals when I shouldn't have. Wind? No,

514
00:43:36,640 --> 00:43:42,080
it was just, it was later in the afternoon. We were busy as all heck. And, you know, one member

515
00:43:42,080 --> 00:43:48,960
come to find out my employee told her no. Oh, no. So she comes to me. Hey, can we just take, you know,

516
00:43:48,960 --> 00:43:53,440
one kayak out? You know, we're not going to go very far to only be a couple minutes. I'm like,

517
00:43:53,440 --> 00:43:59,120
couple minutes? Sure. If you're not going far, like absolutely. Try to make sure they have a good

518
00:43:59,120 --> 00:44:04,400
holiday weekend, have a good experience. And, you know, then I tell my one employee, all right,

519
00:44:04,400 --> 00:44:13,760
one kayak, like that's it. And he got berated. So he does a one kayak does what I told him to do,

520
00:44:13,760 --> 00:44:18,560
but I should have gone over and like supervise the situation. That's on me. He had like a dozen

521
00:44:18,560 --> 00:44:21,760
people come up to him. Well, can we have a paddleboard? Can we have a kayak? Can we do it? Can

522
00:44:21,760 --> 00:44:27,600
we do it? Can we do it? And he in that moment was like, I can't say no. Like my boss just told

523
00:44:27,600 --> 00:44:33,200
this one lady yes. So he does it and like, you know, accommodates all of these people. And he

524
00:44:33,200 --> 00:44:38,480
comes out to me and he goes, what were you freaking thinking? I go, what? It was just one kayak.

525
00:44:38,480 --> 00:44:43,760
And he was like, Liz, you started a chain reaction. Look at how many rentals are not on the beach

526
00:44:43,760 --> 00:44:49,040
anymore. And I'm like, Oh, damn, like all of our rentals are out. He was like, you should have said

527
00:44:49,040 --> 00:44:58,080
no, you made that mistake. Oh, yeah. He called me out on my mistake, which is very fair. And I

528
00:44:58,080 --> 00:45:02,000
profusely apologized to him. And I was like, I'm so sorry you had to deal with that. You know,

529
00:45:02,000 --> 00:45:06,480
I'm sorry, I made the mistake next time. Just like, call me over, make me come with you. If you

530
00:45:06,480 --> 00:45:10,320
think it's going to be an issue, like have me deal with it. I don't want you to deal with it.

531
00:45:11,040 --> 00:45:17,520
And he dealt with it. I felt so bad. Good for him for dealing with it. That's sex too. But

532
00:45:17,520 --> 00:45:21,760
why didn't you want rentals going out? The water was busy and there were just a lot of

533
00:45:21,760 --> 00:45:26,880
children around it posed a safety issue. Got it. You can't monitor when that many rentals are

534
00:45:26,880 --> 00:45:31,360
going out. You can't monitor. Are they 14? Are they wearing their life jacket? Do they have

535
00:45:31,360 --> 00:45:37,120
an adult with them? And it just kind of got it spirals out of control. It spiraled. So when they

536
00:45:37,120 --> 00:45:41,520
all came back, I was like, I'll put the rentals away. I'll deal with a mess on the beach. So I

537
00:45:41,520 --> 00:45:48,000
cleaned up my own mess. Respect. Good leadership. Yep. You own up. Take responsibility for your

538
00:45:48,000 --> 00:45:52,320
mistakes. We're not perfect. That was a for sure big mistake on my part. No, we're not.

539
00:45:52,320 --> 00:46:00,560
Absolutely not. You guys want to hear another fun one? Yes. Keep them coming, please.

540
00:46:02,080 --> 00:46:06,400
So this is a shorter one. This happened again. It's all this weekend during the con weekend.

541
00:46:06,400 --> 00:46:10,720
Like none of it has to do with the con. So I get a call and this guy's like, yeah,

542
00:46:10,720 --> 00:46:14,480
can I speak to the manager? And I was like, that's actually me. How can I help you? He was like,

543
00:46:14,480 --> 00:46:19,760
okay, I'm calling you because the person I was rooming with, I guarantee is not going to call.

544
00:46:19,760 --> 00:46:25,440
And I don't think it's right. I was like, okay, you've piqued my interest. Go on. Tell me more.

545
00:46:25,440 --> 00:46:31,520
They didn't say that. I was like, okay, what's going on? And he's like, so I stayed with this

546
00:46:31,520 --> 00:46:35,200
person for a couple of days. We were just rooming together. I was like, we're in separate buds.

547
00:46:35,200 --> 00:46:39,760
And he's like, on the last day I was packing up and her suitcase was right there and I saw

548
00:46:39,760 --> 00:46:45,760
something crawl across. And he's like, I looked closely at it. It was for sure a bed bug. He said

549
00:46:45,760 --> 00:46:50,720
100% for sure a bed bug in the roommates things on the roommates suitcase. So like they could

550
00:46:50,720 --> 00:46:55,760
have brought it with them. So he looks at the girl and he's like, Hey, I'm 100% sure I saw a bed bug.

551
00:46:55,760 --> 00:47:00,880
And he said when he told her that she was not phased whatsoever. He's like, Oh, no big deal.

552
00:47:01,680 --> 00:47:07,760
And he was like, did you know it was there? And she's like, Oh, I mean, it might have been. I

553
00:47:07,760 --> 00:47:13,200
don't really know. And she was kind of like acting shifty and suspicious. And he's like, well,

554
00:47:13,200 --> 00:47:17,040
are you going to tell the hotel? She's like, nah, I don't think it's necessary. He's like,

555
00:47:17,040 --> 00:47:21,680
I didn't really know what to do. And he's like, so we checked out and he's like, I just don't

556
00:47:21,680 --> 00:47:25,360
think it's right. He's like, I think she brought the bed bugs. He's like, I'm 100% sure she brought

557
00:47:25,360 --> 00:47:29,760
the bed bugs because she didn't seem to be phased. She didn't seem to care. And they kind of like

558
00:47:29,760 --> 00:47:33,760
called her out on it and she was just like getting defensive. And he just kept going on. He's like,

559
00:47:33,760 --> 00:47:38,480
I just think it's so messed up. I think it's so wrong. And I like, okay, bro, let me get off the

560
00:47:38,480 --> 00:47:41,600
phone so I can deal with this. But he kept wanting to like talk about it. It was the weirdest thing.

561
00:47:41,600 --> 00:47:44,560
And I was like, okay, well, thank you so much for your attention. I will absolutely get that room

562
00:47:44,560 --> 00:47:48,000
inspected. So I get off the phone with them. I immediately put the room out of order and

563
00:47:48,000 --> 00:47:51,760
I send an email to the housekeeper manager and the engineering manager to which they promptly

564
00:47:51,760 --> 00:47:59,760
go up to the room and they indeed mind cookies. Instead of saying bed bugs, like the code word.

565
00:47:59,760 --> 00:48:05,520
Yeah. So like to not sit in front of guests. Just in general, you don't want to say it's a very taboo.

566
00:48:05,520 --> 00:48:10,720
Yeah. You know, it's like screaming the F word at bingo night. Like in any what apartments and hotels.

567
00:48:10,720 --> 00:48:17,200
Definitely in hotels, you don't say that word. No. And the team did assess that one of the beds

568
00:48:17,200 --> 00:48:20,880
definitely had them had spots, blood spots all over the sheets. The other one did it.

569
00:48:20,880 --> 00:48:25,280
So she had for sure brought it in. It had just been introduced because it hadn't yet infested the

570
00:48:25,280 --> 00:48:29,760
other bed. Right. I mean, if you had not gotten that phone call, we wouldn't have known. Well,

571
00:48:29,760 --> 00:48:33,840
no, I mean, your, your room attendants are trained on what to look for. They would have spotted that.

572
00:48:33,840 --> 00:48:37,520
Oh, true. Because there was blood on the sheets. Yeah, yeah, yeah, yeah, for sure. So I was like,

573
00:48:37,520 --> 00:48:44,480
what? I've never had someone knowingly bring bed bugs. And so I called my director of accounting

574
00:48:44,480 --> 00:48:49,200
and I told her what happened. I said, do I charge this guy? She's like, I've never had this happen

575
00:48:49,200 --> 00:48:55,360
before. Um, yeah, we should charge them. But like how much? I said that. And she's like, let's charge

576
00:48:55,360 --> 00:48:59,760
them 250. That's not even going to cover the treatment charge for the room. The ball was in

577
00:48:59,760 --> 00:49:03,920
her court. Like I'll pull whatever charge you want me to put. I'm like, I don't know how much you

578
00:49:03,920 --> 00:49:09,360
guys pay for your past treatments. Like, so she's like, do you cover like sheets and a mattress?

579
00:49:10,000 --> 00:49:15,040
No, so 100% not. No, 250. I don't know. That's not even the price of a mattress. Educate us.

580
00:49:16,320 --> 00:49:23,360
You're in the TSI studio. A queen mattress. You're looking anywhere from 450 to 800. Okay.

581
00:49:23,360 --> 00:49:26,480
And it was a two queen room. Well, I mean, I wouldn't charge them for bedding unless the blood

582
00:49:26,480 --> 00:49:30,000
didn't charge. If the blood didn't wash out, I wouldn't charge them. No, I'm sorry. Wait,

583
00:49:30,000 --> 00:49:35,040
if the blood washed out, I wouldn't charge them. Yes. Because all of that is going to get laundered.

584
00:49:35,040 --> 00:49:38,880
So you've got bleach, you've got high temperature water, and then it's going to go into a high

585
00:49:38,880 --> 00:49:44,240
temperature dryer that will kill everything. Right. Bed bugs have a very low tolerance for heat.

586
00:49:44,240 --> 00:49:51,680
Forgive me. I can't recall exactly. I want to say it's 118 degrees or 128 degrees is the threshold

587
00:49:51,680 --> 00:49:56,800
for them to be heat treat killed. You gotta do high, high heat. I'm impressed with that knowledge.

588
00:49:56,800 --> 00:50:03,840
It's not that high of heat. Your dryer will hit anywhere between 140 and 160. Oh. You look at that

589
00:50:03,840 --> 00:50:09,040
threshold and it's not that high. Yeah. So when pest treatment companies will come in, they'll

590
00:50:09,040 --> 00:50:16,000
bring in a heat tent. It's made out of the material that you get like bounce houses are. That real

591
00:50:16,000 --> 00:50:21,680
heavy like vinylized. Yeah, we love bounce houses here. Yes. Yes. I forgot about it. Yeah, bounce

592
00:50:21,680 --> 00:50:27,200
house PTSD. So it's made out of that kind of material. They put a heater unit with it and a

593
00:50:27,200 --> 00:50:31,920
blower and it's just a gigantic bag. Bag is usually big enough that you can get a couple of

594
00:50:31,920 --> 00:50:37,280
mattresses, box springs, other furniture or like a sofa and mixed furniture, that kind of stuff

595
00:50:37,280 --> 00:50:40,640
into it. So when the pest companies come in, they'll set that up in the room. Everything gets put

596
00:50:40,640 --> 00:50:46,560
into that. It gets cooked and that kills everything. And the beauty of it is that there's no pesticides,

597
00:50:46,560 --> 00:50:52,240
there's no residues, anything of that nature. Now, if it's a fresh introduction, then that would stop

598
00:50:52,240 --> 00:50:58,480
there. Yeah. If it was an infestation. We were still, we still put out of order the rooms side by

599
00:50:58,480 --> 00:51:04,640
side up and down. Absolutely. But as far as the treatment goes, because it was same day, you don't

600
00:51:04,640 --> 00:51:10,400
have to worry about the transfer of pests at that point. This is gross. Super. How many days were

601
00:51:10,400 --> 00:51:17,520
they there? Two. Yeah. So three days, two nights. Transmission from one room to another is probably

602
00:51:17,520 --> 00:51:22,320
next to nil, but that entire room is going to need to be heat treated. Yeah. Last time I had a room

603
00:51:22,320 --> 00:51:28,880
heat treated, it was like 1500 bucks. So dangling them 250, like a smoking fee, that's a fraction of

604
00:51:28,880 --> 00:51:33,760
what they should have been charged. Truthfully. Well, we don't have proof. But do you also take

605
00:51:33,760 --> 00:51:38,800
an account like this guest was honest and like called and told the hotel? Well, yeah. This guest

606
00:51:38,800 --> 00:51:43,440
didn't. He said the girl, he was like, Oh yeah, but same room. So like, yeah. Personally, I would

607
00:51:43,440 --> 00:51:48,640
go after a damage charge and deal with the potential for dispute. Right. See, that's what I was like,

608
00:51:48,640 --> 00:51:53,200
they can dispute this because we don't have proof. We approve. Whose name was on the reservation?

609
00:51:53,200 --> 00:51:58,320
Was it his or was it? The check. Oh, well that helps. His was just added. I would risk going

610
00:51:58,320 --> 00:52:03,600
after the damages and having to refute a dispute. Yeah. I respect that. I mean, we're not talking

611
00:52:03,600 --> 00:52:08,480
like small amounts of money. 1500 bucks to treat the room is significant. Yeah. Cork. Yeah. Keep

612
00:52:08,480 --> 00:52:11,920
in mind, none of us had dealt with this before. So we weren't sure how to go about it. You've never

613
00:52:11,920 --> 00:52:16,960
dealt with bud. But yes, but not someone we have, but not someone willingly introducing it. Right.

614
00:52:16,960 --> 00:52:21,440
All right. One more thought. One more thought. We have time for one more thought. Well, Ms. B

615
00:52:21,440 --> 00:52:28,080
threw out a little quip about Ms. Boss B. Yeah. Okay. I want to give a shout out to another podcast.

616
00:52:28,080 --> 00:52:35,360
Oh, I want to hear. So Michael and Jeremy steal your podcast. Oh, this was so good. Highlighted

617
00:52:35,360 --> 00:52:41,280
our podcast. Yes. I loved it. And part of the episode for them was talking about each of us.

618
00:52:41,280 --> 00:52:47,760
Yes. And they kind of reassigned some names because Bill has to be short for Billiam.

619
00:52:47,760 --> 00:52:52,560
That's what I say. I literally call you Billiam all the time. I know. I know. So he was, he was

620
00:52:52,560 --> 00:53:00,880
on the money there. Yeah. Liz has to stand for Lizard. 100%. I'll take it. I will absolutely

621
00:53:00,880 --> 00:53:06,960
take that name, which he didn't know that that's actually your name. It is. He's a genius. I know.

622
00:53:06,960 --> 00:53:10,960
He found me out. I mean, he, he tangented off a little bit thinking that it was probably short

623
00:53:10,960 --> 00:53:15,680
for Elizabeth, but he was on the money. It's not. It's Lizard. I know. 100%. Spot on. It's like,

624
00:53:15,680 --> 00:53:21,360
it's like they knew us. They do. But then they talked about Ms. B. Oh, and they proved that they

625
00:53:21,360 --> 00:53:29,840
knew us because he said, obviously, Ms. B has to stand for Ms. Bad Bitch. Hell to the yes. No,

626
00:53:29,840 --> 00:53:34,880
no, I'm sorry. Boss. Boss bitch. I wasn't going to correct you because either way, it's true, but

627
00:53:34,880 --> 00:53:40,960
you know, at both ways work. Yes. So I thought it was really kind of fun. I firmly believe that with

628
00:53:40,960 --> 00:53:45,520
all of this, it's about collaboration, not competition. So, you know, it's a lot of fun to

629
00:53:45,520 --> 00:53:51,440
hear them talk about our show. They shared some stories about their own service industry experiences.

630
00:53:51,440 --> 00:53:56,240
So it was a really nice dovetail. It was fun to listen to is different. It was enjoyable. I'd be

631
00:53:56,240 --> 00:53:59,920
happy to work with them again in the future, but I just wanted to give both Michael and Jeremy a

632
00:53:59,920 --> 00:54:04,160
little shout out and say thank you for taking the time to listen to our show and talk about it.

633
00:54:04,160 --> 00:54:08,480
Do you want to plug their podcast and episode title that we're talking about?

634
00:54:08,480 --> 00:54:12,320
Yeah. So their podcast is called Michael and Jeremy Steal Your Podcast.

635
00:54:12,320 --> 00:54:16,960
I love it. I know. It's so funny. And it is the Tales From The Service Industry episode.

636
00:54:16,960 --> 00:54:20,640
Yeah. Y'all. I think it's a, what is it? The Tales From The Service Industry Heist?

637
00:54:20,640 --> 00:54:27,120
Yes. Yes. Love it. Thanks guys. We appreciate your collaboration on it, listening to us,

638
00:54:27,120 --> 00:54:31,040
and we'd love to work with you again in the future. I mean, yes. Some behind the scenes

639
00:54:31,040 --> 00:54:35,280
when Bill sent me and Miss B the link, I was like, wait, what is this? Is someone actually

640
00:54:35,280 --> 00:54:41,600
stealing our podcast? I had no idea what I was getting into. I was like, why? And it took me

641
00:54:41,600 --> 00:54:47,520
until like six minutes into the episode to be like, oh, I totally get it. It is very funny.

642
00:54:47,520 --> 00:54:51,280
You guys should definitely take a listen. Oh, I could not agree more.

643
00:54:51,280 --> 00:54:56,080
So after all the gross stories for all of those that stuck through to the end of the episode,

644
00:54:56,080 --> 00:55:00,640
thank you for listening. We appreciate your support. Liz, thanks for being here. As always.

645
00:55:00,640 --> 00:55:06,960
Of course. Miss Bosby. Thank you guys. Couldn't do it without you. It was great to be here. Tip

646
00:55:06,960 --> 00:55:12,560
your housekeepers extra. Yeah, especially after that story. I want to tip your housekeepers just

647
00:55:12,560 --> 00:55:18,480
from hearing this story. Right? 100% in that chief, man. Everyone deserves a good tip. Yes.

648
00:55:18,480 --> 00:55:43,760
Yes. And on that note, we will see you again in two weeks. Bye friends. Avenue podcast.net.