1 00:00:00,000 --> 00:00:06,000 It's not real money if you use Apple Pay. 2 00:00:06,000 --> 00:00:07,000 Apple Pay is for it. 3 00:00:07,000 --> 00:00:10,000 If it's less than $5, it doesn't count, right? 4 00:00:10,000 --> 00:00:15,360 Also if my Apple like card thing in the app is preloaded, that's free. 5 00:00:15,360 --> 00:00:16,360 This is GirlMath. 6 00:00:16,360 --> 00:00:18,000 This is GirlMoneyMath right here. 7 00:00:18,000 --> 00:00:19,000 It's free. 8 00:00:19,000 --> 00:00:20,000 It's not real money. 9 00:00:20,000 --> 00:00:21,000 Okay. 10 00:00:21,000 --> 00:00:23,840 And on that note, welcome back to Tales from the Service Industry. 11 00:00:23,840 --> 00:00:25,000 I'm your host, I'm Bill. 12 00:00:25,000 --> 00:00:28,360 I'm here tonight with our favorite Resident Deviant, Liz. 13 00:00:28,360 --> 00:00:29,360 Hi, team. 14 00:00:29,360 --> 00:00:30,360 and Ms. B. 15 00:00:30,360 --> 00:00:31,360 What up, guys? 16 00:00:31,360 --> 00:00:38,880 So, guys, we don't have a human special guest tonight, but we have kind of a fourth thing 17 00:00:38,880 --> 00:00:41,360 in the room that is a camera. 18 00:00:41,360 --> 00:00:42,360 Yeah. 19 00:00:42,360 --> 00:00:46,720 So, if you're listening to us on YouTube, hopefully this next episode is a little different. 20 00:00:46,720 --> 00:00:48,040 Oh, yeah. 21 00:00:48,040 --> 00:00:52,000 You can see our shenanigans with drinking wine and cheers. 22 00:00:52,000 --> 00:00:58,480 So unfortunately, you can't see our faces, but you can kind of see our wine, our hands 23 00:00:58,480 --> 00:01:02,960 coming in the frame, and you can see the wonderful treats that I brought my fabulous 24 00:01:02,960 --> 00:01:03,960 co-host this evening. 25 00:01:03,960 --> 00:01:04,960 Thanks, mom. 26 00:01:04,960 --> 00:01:09,480 And before you wonder why that is, again, it comes back to the fact that we are working 27 00:01:09,480 --> 00:01:15,440 professionals and while we like to share stories and give people a little insight into our world. 28 00:01:15,440 --> 00:01:18,760 You see how hard they work to chet. 29 00:01:18,760 --> 00:01:21,480 As they be super gently sets the glass down. 30 00:01:21,480 --> 00:01:22,480 Yeah. 31 00:01:22,480 --> 00:01:23,480 Because I knew her. 32 00:01:23,480 --> 00:01:28,400 Anyway, since we are still working in the industry, we do try to keep a little bit of a lower profile. 33 00:01:28,400 --> 00:01:31,800 So welcome to the Tales from the Service Industries Studio. 34 00:01:31,800 --> 00:01:32,800 I missed you guys. 35 00:01:32,800 --> 00:01:34,800 Oh, I missed you too. 36 00:01:34,800 --> 00:01:40,160 I know we've been releasing episodes as regular and as scheduled, but we have not recorded 37 00:01:40,160 --> 00:01:43,440 in quite a minute just with the three of us. 38 00:01:43,440 --> 00:01:44,440 OG3. 39 00:01:44,440 --> 00:01:45,440 OG3. 40 00:01:45,440 --> 00:01:48,120 We are back and we are ready and we are feeling spicy tonight. 41 00:01:48,120 --> 00:01:51,640 Well, the other thing is that we've recorded and we've banked episodes. 42 00:01:51,640 --> 00:01:54,560 So we got to take a little bit of a break behind the scenes. 43 00:01:54,560 --> 00:02:00,480 Because we all have lives as do you as listeners and sometimes what you don't have lives. 44 00:02:00,480 --> 00:02:01,960 We work in the service industry. 45 00:02:01,960 --> 00:02:03,640 That is my life. 46 00:02:03,640 --> 00:02:05,320 I mean, very true. 47 00:02:05,320 --> 00:02:09,880 But we have other obligations sometimes and it's nice that we can stack episodes and 48 00:02:09,880 --> 00:02:13,360 still give our listeners their episodes as scheduled. 49 00:02:13,360 --> 00:02:18,800 So if you hear a little bit of clanking on coasters as glasses get set down or munching, 50 00:02:18,800 --> 00:02:24,520 we are enjoying some of the most amazing snickerdoodles brought to you by yours truly. 51 00:02:24,520 --> 00:02:25,520 Liz's mom. 52 00:02:25,520 --> 00:02:26,520 Thanks Liz mom. 53 00:02:26,520 --> 00:02:28,080 Well, no, I made them. 54 00:02:28,080 --> 00:02:29,080 Oh, really? 55 00:02:29,080 --> 00:02:30,080 Yeah, I made them. 56 00:02:30,080 --> 00:02:31,480 I think you said your mother made them and you freeze them. 57 00:02:31,480 --> 00:02:32,480 It's her recipe. 58 00:02:32,480 --> 00:02:33,480 Oh, yeah. 59 00:02:33,480 --> 00:02:34,480 Yeah. 60 00:02:34,480 --> 00:02:35,480 Okay, okay, okay. 61 00:02:35,480 --> 00:02:36,480 Well, that's just as exciting. 62 00:02:36,480 --> 00:02:37,480 Yeah. 63 00:02:37,480 --> 00:02:38,480 No, they are. 64 00:02:38,480 --> 00:02:39,480 They were Liz's mom. 65 00:02:39,480 --> 00:02:43,000 They are delicious and anyone listening from my hometown that probably played sports 66 00:02:43,000 --> 00:02:44,000 with me. 67 00:02:44,000 --> 00:02:45,320 Yeah, you know these snickerdoodle bars. 68 00:02:45,320 --> 00:02:46,320 So bomb. 69 00:02:46,320 --> 00:02:47,320 My mom makes them better. 70 00:02:47,320 --> 00:02:48,960 Anyway, enough of her. 71 00:02:48,960 --> 00:02:52,400 I do have kind of a time sensitive topic. 72 00:02:52,400 --> 00:02:54,000 Oh, let's hear it. 73 00:02:54,000 --> 00:02:55,000 Yeah, bring it on. 74 00:02:55,000 --> 00:03:00,760 So I want to congratulate all of us for surviving Hurricane Hillary 2023. 75 00:03:00,760 --> 00:03:03,000 Yeah, we did it. 76 00:03:03,000 --> 00:03:06,280 It was so hard. 77 00:03:06,280 --> 00:03:07,280 All this hype. 78 00:03:07,280 --> 00:03:08,280 It was insane. 79 00:03:08,280 --> 00:03:12,240 I mean, they told us to prepare for the worst and nothing happened. 80 00:03:12,240 --> 00:03:14,720 I bought a battery operated radio. 81 00:03:14,720 --> 00:03:20,600 Yeah, Bill, you got to listen to this and have us be truly prepared for the apocalypse. 82 00:03:20,600 --> 00:03:23,400 I bought a couple cases of water bottles. 83 00:03:23,400 --> 00:03:24,840 I got toilet paper. 84 00:03:24,840 --> 00:03:26,280 I got paper towels. 85 00:03:26,280 --> 00:03:29,560 I got first aid kit, like the legit one. 86 00:03:29,560 --> 00:03:35,160 I got a battery operated radio because they said we needed that for like emergency radio 87 00:03:35,160 --> 00:03:36,600 messages and stuff. 88 00:03:36,600 --> 00:03:39,200 I got battery packs for my phone. 89 00:03:39,200 --> 00:03:42,080 So I never have to go without a charge. 90 00:03:42,080 --> 00:03:43,080 Flashlights. 91 00:03:43,080 --> 00:03:44,080 Uh, tea lights. 92 00:03:44,080 --> 00:03:45,080 Okay. 93 00:03:45,080 --> 00:03:47,080 They were out of flashlights. 94 00:03:47,080 --> 00:03:48,560 You were too late. 95 00:03:48,560 --> 00:03:50,720 What else could you have? 96 00:03:50,720 --> 00:03:52,120 Did you get gallons of water? 97 00:03:52,120 --> 00:03:53,640 Um, oh, you got water bottles. 98 00:03:53,640 --> 00:03:54,640 We got water bottles. 99 00:03:54,640 --> 00:03:59,600 So yeah, I was like, they were saying like get pictures like from your tap to use as 100 00:03:59,600 --> 00:04:02,200 like dishwashing and for hand washing. 101 00:04:02,200 --> 00:04:03,880 I missed that. 102 00:04:03,880 --> 00:04:09,080 And then they told you to buy gallon water jugs from the store for drinking water. 103 00:04:09,080 --> 00:04:10,080 Okay. 104 00:04:10,080 --> 00:04:11,080 Truly the pocket. 105 00:04:11,080 --> 00:04:16,000 Like they told us to prepare for power outages, major, major flooding. 106 00:04:16,000 --> 00:04:20,760 My big question for you guys is, but thank you for Miss B for sharing how you prepared 107 00:04:20,760 --> 00:04:22,520 so well home nothing. 108 00:04:22,520 --> 00:04:27,080 How did we prepare our workplaces for this disastrous storm? 109 00:04:27,080 --> 00:04:31,040 We took down the flags and removed the cushions out of the pool. 110 00:04:31,040 --> 00:04:33,400 Is that your standard rain prep? 111 00:04:33,400 --> 00:04:34,800 Did you do anything extra? 112 00:04:34,800 --> 00:04:35,800 Absolutely. 113 00:04:35,800 --> 00:04:36,800 No. 114 00:04:36,800 --> 00:04:37,800 Okay. 115 00:04:37,800 --> 00:04:38,800 Bill. 116 00:04:38,800 --> 00:04:39,800 Of course. 117 00:04:39,800 --> 00:04:40,800 Really? 118 00:04:40,800 --> 00:04:41,800 Yeah. 119 00:04:41,800 --> 00:04:43,800 So for us, we ensured that the roof was clear of anything lightweight because unfortunately 120 00:04:43,800 --> 00:04:47,400 a lot of hotels for whatever reason stuff ends up on the roof. 121 00:04:47,400 --> 00:04:51,480 Anything that was lightweight so all of our pool furniture got stacked and cabled or it 122 00:04:51,480 --> 00:04:55,880 was yeah, or it was put into a like an interior room. 123 00:04:55,880 --> 00:04:59,560 We had planned on closing the pool because you know, they were saying that there's a 124 00:04:59,560 --> 00:05:01,000 chance for thunder and lightning. 125 00:05:01,000 --> 00:05:05,080 And the last thing you want to do is have people in a big body of water when there's 126 00:05:05,080 --> 00:05:06,800 lightning going on. 127 00:05:06,800 --> 00:05:10,560 We had advised everybody that we were going to be closing the pool, yet people didn't 128 00:05:10,560 --> 00:05:11,560 care. 129 00:05:11,560 --> 00:05:13,560 So we ended up having to cable lock the pool gates down. 130 00:05:13,560 --> 00:05:16,440 So that's so funny. 131 00:05:16,440 --> 00:05:19,720 Was this the day prior to the storm or day of? 132 00:05:19,720 --> 00:05:22,160 No, it was the evening prior to. 133 00:05:22,160 --> 00:05:23,800 So it was about seven o'clock. 134 00:05:23,800 --> 00:05:24,800 People were still swimming. 135 00:05:24,800 --> 00:05:26,920 It was like, Hey, look, you guys got to get out. 136 00:05:26,920 --> 00:05:27,920 Come on. 137 00:05:27,920 --> 00:05:28,920 I mean, look at that point. 138 00:05:28,920 --> 00:05:29,920 Go back in your room. 139 00:05:29,920 --> 00:05:30,920 Go to dinner. 140 00:05:30,920 --> 00:05:31,920 I know. 141 00:05:31,920 --> 00:05:34,440 And I know we were joking about the fact that we prepared and it came out to be a whole 142 00:05:34,440 --> 00:05:35,440 bunch of nothing. 143 00:05:35,440 --> 00:05:40,640 But at the same time, there are reasons why they asked you to do certain things like setting 144 00:05:40,640 --> 00:05:45,720 aside water and bottled water and all that because should the water system lose pressure 145 00:05:45,720 --> 00:05:50,200 and you have a backflow situation because we have to have backflow testing done every 146 00:05:50,200 --> 00:05:53,800 year at our hotels to ensure that tainted water doesn't go back in the system. 147 00:05:53,800 --> 00:05:58,920 But if the municipal system lost pressure and had something get into it, then that contaminates 148 00:05:58,920 --> 00:05:59,920 the water supply. 149 00:05:59,920 --> 00:06:06,040 So that's why they said, Hey, they have gallons of water on the side for drinking and whatever 150 00:06:06,040 --> 00:06:09,960 comes out of your tap you can, you know, use for flushing toilets and things like that. 151 00:06:09,960 --> 00:06:14,360 But they can't guarantee that what is in the municipal water system would be safe to drink 152 00:06:14,360 --> 00:06:15,360 at that point. 153 00:06:15,360 --> 00:06:17,960 I thought this is just because faucets wouldn't work. 154 00:06:17,960 --> 00:06:19,160 No, there is a reason. 155 00:06:19,160 --> 00:06:23,680 It's because the municipal water system is pressurized everywhere that they have water 156 00:06:23,680 --> 00:06:28,880 go out of the system into a business, a building, a factory, whatever. 157 00:06:28,880 --> 00:06:32,840 There are backflow valves so water can only go one direction. 158 00:06:32,840 --> 00:06:36,960 So if the pressure within that building was to increase higher than the pressure in the 159 00:06:36,960 --> 00:06:40,480 municipal water system, then that water is ejected out the backflow valve. 160 00:06:40,480 --> 00:06:43,800 I literally just thought like the sink wouldn't work. 161 00:06:43,800 --> 00:06:46,040 And so we were getting water bottles for that. 162 00:06:46,040 --> 00:06:47,040 Wow. 163 00:06:47,040 --> 00:06:48,040 Okay, cool. 164 00:06:48,040 --> 00:06:51,880 I mean, I'm not trying to downplay the storm because there were areas that were severely 165 00:06:51,880 --> 00:06:54,680 affected and there were areas that had to be evacuated. 166 00:06:54,680 --> 00:06:56,680 I'm just talking about like our personal experience. 167 00:06:56,680 --> 00:07:01,440 Like 90% of California, Southern California, because there's pretty much just like deserts 168 00:07:01,440 --> 00:07:03,840 and high ground and areas. 169 00:07:03,840 --> 00:07:05,480 Look at what we saw come out of the deserts. 170 00:07:05,480 --> 00:07:09,720 They got a ton of rain and that's in an area that just doesn't normally get rain. 171 00:07:09,720 --> 00:07:14,840 I mean, I saw rivers that, well, river beds that looked like they hadn't seen water in 172 00:07:14,840 --> 00:07:17,640 decades flowing six feet deep. 173 00:07:17,640 --> 00:07:21,720 And that's the thing that was concerning about for me is that you've got all this prep 174 00:07:21,720 --> 00:07:22,720 that's going on. 175 00:07:22,720 --> 00:07:26,920 You know, where we live, there's what, 4 million people in the area in this county, 176 00:07:26,920 --> 00:07:27,920 give or take. 177 00:07:27,920 --> 00:07:31,760 So for 4 million people that prepared, they had a whole bunch of nothing. 178 00:07:31,760 --> 00:07:36,240 And then you have the adjacent county that had all the water in the desert that saw a 179 00:07:36,240 --> 00:07:40,720 whole bunch of inundation, a much smaller percentage in population of people. 180 00:07:40,720 --> 00:07:42,040 And they had a very different experience. 181 00:07:42,040 --> 00:07:44,280 They have a very different take on this. 182 00:07:44,280 --> 00:07:49,160 And what is going to suck is the next time this happens, whether it's in 90 years or 183 00:07:49,160 --> 00:07:50,160 it's nine years. 184 00:07:50,160 --> 00:07:53,000 It's that wolf thing where I remember with the last one they burned. 185 00:07:53,000 --> 00:07:55,160 Do you remember in 2023? 186 00:07:55,160 --> 00:07:56,160 Exactly. 187 00:07:56,160 --> 00:08:00,360 And that's when people are going to get hurt or burned or whatever the case may be. 188 00:08:00,360 --> 00:08:02,200 People like me that have anxiety. 189 00:08:02,200 --> 00:08:07,920 Regardless, I had probably like 60% of the anxiety you did. 190 00:08:07,920 --> 00:08:08,920 Like I was prepped. 191 00:08:08,920 --> 00:08:09,920 Yeah. 192 00:08:09,920 --> 00:08:10,920 Not to that extent. 193 00:08:10,920 --> 00:08:13,920 You mean like our friend who was just out drinking in LA being like, hurricane? 194 00:08:13,920 --> 00:08:14,920 What? 195 00:08:14,920 --> 00:08:15,920 I was ridiculous. 196 00:08:15,920 --> 00:08:16,920 That was ridiculous. 197 00:08:16,920 --> 00:08:20,480 And yeah, I almost told that friend like, you need to go home. 198 00:08:20,480 --> 00:08:25,040 I know for a fact you have stuff on the patio, you need to take that in girl. 199 00:08:25,040 --> 00:08:27,000 But yeah, to your point, Bill. 200 00:08:27,000 --> 00:08:28,000 Yeah. 201 00:08:28,000 --> 00:08:30,000 I mean, I hope something like this doesn't happen again, but I mean, it will. 202 00:08:30,000 --> 00:08:31,000 Eventually. 203 00:08:31,000 --> 00:08:32,360 We prepped so much. 204 00:08:32,360 --> 00:08:34,680 I was, it was crazy. 205 00:08:34,680 --> 00:08:35,680 I made a list. 206 00:08:35,680 --> 00:08:37,840 I made a checklist for the team to do. 207 00:08:37,840 --> 00:08:39,920 Okay, but your situation is a little bit different. 208 00:08:39,920 --> 00:08:45,480 We don't have a freaking marina, but we have a lot of outdoor stuff to take care of. 209 00:08:45,480 --> 00:08:46,480 You have a lot. 210 00:08:46,480 --> 00:08:47,480 Yeah. 211 00:08:47,480 --> 00:08:49,920 I mean, I had to secure the boats, those poor boats. 212 00:08:49,920 --> 00:08:51,200 I was texting her worried. 213 00:08:51,200 --> 00:08:52,920 I was like, how do you protect the boats? 214 00:08:52,920 --> 00:08:54,720 And she's like, you don't pray. 215 00:08:54,720 --> 00:08:55,720 I'm just kidding. 216 00:08:55,720 --> 00:08:57,960 You secure anything this lightweight. 217 00:08:57,960 --> 00:08:59,960 You make sure that they're tied in well. 218 00:08:59,960 --> 00:09:01,440 I plug them. 219 00:09:01,440 --> 00:09:05,280 That was an extra precaution in case water got in the boat. 220 00:09:05,280 --> 00:09:10,320 I secured all of the chargers to just ensure they didn't get water damaged because those 221 00:09:10,320 --> 00:09:12,000 are like $300 a pop. 222 00:09:12,000 --> 00:09:17,320 I didn't want to be, yeah, I didn't want to be spending like two grand just on chargers. 223 00:09:17,320 --> 00:09:18,760 They can go unplugged for a day. 224 00:09:18,760 --> 00:09:19,760 It's fine. 225 00:09:19,760 --> 00:09:20,760 Did anything get damaged? 226 00:09:20,760 --> 00:09:22,240 No, that's amazing. 227 00:09:22,240 --> 00:09:24,040 No, we had one buoy. 228 00:09:24,040 --> 00:09:25,040 Okay. 229 00:09:25,040 --> 00:09:26,520 No, no, no, I didn't say that right. 230 00:09:26,520 --> 00:09:30,440 So we have like a, I call them string of pearls. 231 00:09:30,440 --> 00:09:35,800 They're big orbs like connected to each other that separates like open water and a swim 232 00:09:35,800 --> 00:09:36,800 area. 233 00:09:36,800 --> 00:09:37,800 Yeah. 234 00:09:37,800 --> 00:09:38,800 Those got disconnected from a dock. 235 00:09:38,800 --> 00:09:40,800 You just had to re hook it in. 236 00:09:40,800 --> 00:09:41,800 Yeah. 237 00:09:41,800 --> 00:09:42,800 Oh wow. 238 00:09:42,800 --> 00:09:43,800 That's some tragic damage. 239 00:09:43,800 --> 00:09:46,080 But we, I thought I had a pretty like good list going. 240 00:09:46,080 --> 00:09:49,800 And then the next day our director of security like calls me and he's like, I need to meet 241 00:09:49,800 --> 00:09:51,520 with you today. 242 00:09:51,520 --> 00:09:52,520 We need to prep. 243 00:09:52,520 --> 00:09:54,440 And I'm like, dude, like my staff has already prepped. 244 00:09:54,440 --> 00:09:55,440 They have a list. 245 00:09:55,440 --> 00:09:57,320 And he's like, okay, okay, sounds good. 246 00:09:57,320 --> 00:09:58,320 Like, thank you. 247 00:09:58,320 --> 00:09:59,320 Yeah. 248 00:09:59,320 --> 00:10:00,320 He added like 10 things to my list. 249 00:10:00,320 --> 00:10:05,360 So I originally just pulled the pool cushions off of the chase lounges. 250 00:10:05,360 --> 00:10:09,800 He wanted the chase lounges and umbrellas and umbrellas bases cleared from the pool 251 00:10:09,800 --> 00:10:10,800 deck. 252 00:10:10,800 --> 00:10:11,800 Yeah. 253 00:10:11,800 --> 00:10:12,800 We didn't do that. 254 00:10:12,800 --> 00:10:15,400 So we just stacked furniture because we had nowhere else to put them. 255 00:10:15,400 --> 00:10:18,200 Another restaurant was using the only meeting space available. 256 00:10:18,200 --> 00:10:21,000 So I was like, well, the chase lounges can get wet. 257 00:10:21,000 --> 00:10:24,120 Like we never put them away for any rain. 258 00:10:24,120 --> 00:10:26,240 They can get wet. 259 00:10:26,240 --> 00:10:30,120 At the end of the day, it all comes back to they were expecting wind that didn't show 260 00:10:30,120 --> 00:10:31,120 up. 261 00:10:31,120 --> 00:10:32,120 Yeah. 262 00:10:32,120 --> 00:10:33,120 I waited all day for wind. 263 00:10:33,120 --> 00:10:34,120 I never saw any of it. 264 00:10:34,120 --> 00:10:35,120 Right. 265 00:10:35,120 --> 00:10:36,680 But you know, those lounge chairs, how much do they weigh? 266 00:10:36,680 --> 00:10:38,680 They can't be more than 10 pounds. 267 00:10:38,680 --> 00:10:39,680 Yeah. 268 00:10:39,680 --> 00:10:40,680 They're not very heavy. 269 00:10:40,680 --> 00:10:41,680 10 pounds at most. 270 00:10:41,680 --> 00:10:42,680 They're not very heavy. 271 00:10:42,680 --> 00:10:44,840 You put a 50 mile an hour wind under it. 272 00:10:44,840 --> 00:10:46,400 It's going to fly away. 273 00:10:46,400 --> 00:10:47,400 Like a tooth pick. 274 00:10:47,400 --> 00:10:48,400 Yeah. 275 00:10:48,400 --> 00:10:49,600 The idea of prepping is not bad. 276 00:10:49,600 --> 00:10:54,040 The problem with it is, is that everybody did a lot of prep and it didn't come to fruition. 277 00:10:54,040 --> 00:10:58,280 And now people are going to be like, oh, well, next time I'm not going to do such and such. 278 00:10:58,280 --> 00:11:02,680 You know, I mean, I grew up in a place where we would get tropical storms and they were 279 00:11:02,680 --> 00:11:03,680 no joke. 280 00:11:03,680 --> 00:11:08,640 So my experience seeing that this was coming and hearing what the statistics were, it's 281 00:11:08,640 --> 00:11:10,640 like, OK, well, let's be smart about it. 282 00:11:10,640 --> 00:11:11,640 Yeah. 283 00:11:11,640 --> 00:11:12,640 Why didn't the storm materialize? 284 00:11:12,640 --> 00:11:17,400 If any of you know, like, I think it like split and moved and it did a lot of weird things. 285 00:11:17,400 --> 00:11:18,400 It did. 286 00:11:18,400 --> 00:11:22,680 So I stayed up waiting because I was excited for this freaking storm to use my radio to 287 00:11:22,680 --> 00:11:24,040 let my candles. 288 00:11:24,040 --> 00:11:25,040 Did you turn on the radio? 289 00:11:25,040 --> 00:11:26,040 Of course. 290 00:11:26,040 --> 00:11:28,280 I'll test it and I put it preloaded on a news channel. 291 00:11:28,280 --> 00:11:29,280 Oh, OK. 292 00:11:29,280 --> 00:11:30,780 Were they talking about it? 293 00:11:30,780 --> 00:11:34,960 All they did was talk for days about this and then the storm comes like, oh, thank God, 294 00:11:34,960 --> 00:11:37,240 we prepared the moved on on the radio. 295 00:11:37,240 --> 00:11:38,240 Yeah. 296 00:11:38,240 --> 00:11:39,680 You don't listen to the radio news. 297 00:11:39,680 --> 00:11:40,680 I do not. 298 00:11:40,680 --> 00:11:41,680 I don't watch the news. 299 00:11:41,680 --> 00:11:43,400 I don't listen to the radio. 300 00:11:43,400 --> 00:11:47,320 I have my podcast that I listen to that don't talk about the news. 301 00:11:47,320 --> 00:11:49,600 Except for this one where we are talking about. 302 00:11:49,600 --> 00:11:50,600 Right now. 303 00:11:50,600 --> 00:11:51,600 Exactly that. 304 00:11:51,600 --> 00:11:52,600 Right now. 305 00:11:52,600 --> 00:11:53,600 I do. 306 00:11:53,600 --> 00:11:55,600 And that's probably why I have anxiety. 307 00:11:55,600 --> 00:11:57,800 Yeah, you should stop. 308 00:11:57,800 --> 00:11:58,680 I can't. 309 00:11:58,680 --> 00:12:01,320 You need like a meditation something or other. 310 00:12:01,320 --> 00:12:02,320 Oh, I got those two. 311 00:12:02,320 --> 00:12:03,320 Oh, my God. 312 00:12:03,320 --> 00:12:05,400 But now it's by the call map. 313 00:12:05,400 --> 00:12:06,720 Oh, OK. 314 00:12:06,720 --> 00:12:07,720 We are not sponsored. 315 00:12:07,720 --> 00:12:08,720 No, I am. 316 00:12:08,720 --> 00:12:10,220 But calm if you hear this. 317 00:12:10,220 --> 00:12:12,920 You're free to shoot us a DM. 318 00:12:12,920 --> 00:12:13,920 Well, OK. 319 00:12:13,920 --> 00:12:17,660 So other than hurricanes, how's everybody was work week? 320 00:12:17,660 --> 00:12:18,660 Work week sucked. 321 00:12:18,660 --> 00:12:19,660 Here. 322 00:12:19,660 --> 00:12:20,660 Sorry. 323 00:12:20,660 --> 00:12:21,660 Pardon the snooker doodle. 324 00:12:21,660 --> 00:12:24,640 Your kids are really not getting any of those. 325 00:12:24,640 --> 00:12:28,040 No, they're going to be gone in the next 10 minutes. 326 00:12:28,040 --> 00:12:29,040 OK. 327 00:12:29,040 --> 00:12:30,040 I'm sorry. 328 00:12:30,040 --> 00:12:31,040 I didn't bring more. 329 00:12:31,040 --> 00:12:32,040 I'm sorry. 330 00:12:32,040 --> 00:12:33,040 You didn't bring more either. 331 00:12:33,040 --> 00:12:34,040 I saved some for myself. 332 00:12:34,040 --> 00:12:36,400 Well, smart move because we could have eaten them. 333 00:12:36,400 --> 00:12:37,400 I'll bake more. 334 00:12:37,400 --> 00:12:38,400 All right. 335 00:12:38,400 --> 00:12:40,440 Yes, you will give me a request list. 336 00:12:40,440 --> 00:12:41,440 What do we like? 337 00:12:41,440 --> 00:12:42,440 Any kind of cookie? 338 00:12:42,440 --> 00:12:43,440 No nuts. 339 00:12:43,440 --> 00:12:44,440 No peanut butter please. 340 00:12:44,440 --> 00:12:46,440 Oh, I struck. 341 00:12:46,440 --> 00:12:47,640 You agree with her? 342 00:12:47,640 --> 00:12:48,640 I yeah. 343 00:12:48,640 --> 00:12:49,640 No peanut butter. 344 00:12:49,640 --> 00:12:51,520 I don't have a problem with peanut butter. 345 00:12:51,520 --> 00:12:53,560 It's just not my flavor in a cookie. 346 00:12:53,560 --> 00:12:54,560 Yeah. 347 00:12:54,560 --> 00:12:55,560 Y'all are fired. 348 00:12:55,560 --> 00:12:56,560 No, you are fired. 349 00:12:56,560 --> 00:13:00,000 No, but like I like peanut butter with things, but in a cook. 350 00:13:00,000 --> 00:13:01,560 It just it doesn't belong in a cookie. 351 00:13:01,560 --> 00:13:02,560 I'm sorry. 352 00:13:02,560 --> 00:13:06,240 You're telling me a peanut butter fluffer nutter cookie does not sound good. 353 00:13:06,240 --> 00:13:07,240 No, thanks. 354 00:13:07,240 --> 00:13:10,440 Peanut butter and marshmallow, melted ooey goodness. 355 00:13:10,440 --> 00:13:11,440 Peanut butter. 356 00:13:11,440 --> 00:13:12,440 It just I don't want it. 357 00:13:12,440 --> 00:13:17,600 It's a very overpowering flavor when it comes to desserts, I will say, but I love that. 358 00:13:17,600 --> 00:13:18,600 Any hoosie. 359 00:13:18,600 --> 00:13:19,600 Oh yeah. 360 00:13:19,600 --> 00:13:20,600 Back to work. 361 00:13:20,600 --> 00:13:26,540 Oh my god, Bill your work sucks work sucks because of summer or no, it's because of dumb 362 00:13:26,540 --> 00:13:29,120 Diddy dumdums. 363 00:13:29,120 --> 00:13:30,680 Employees are guests. 364 00:13:30,680 --> 00:13:35,920 No, actually, as much as we've shared stories about employees doing dumb Diddy dumdums. 365 00:13:35,920 --> 00:13:38,640 Yeah, the less than brilliant things. 366 00:13:38,640 --> 00:13:41,320 Choosing option B on an intelligence level. 367 00:13:41,320 --> 00:13:45,840 It has honest to God been nothing, but guest issues the last two weeks. 368 00:13:45,840 --> 00:13:49,560 I bet you jinx yourself because you keep saying how like works on event fallen like, 369 00:13:49,560 --> 00:13:51,560 I don't have I don't have much. 370 00:13:51,560 --> 00:13:52,560 That was like a month ago. 371 00:13:52,560 --> 00:13:53,560 Yeah. 372 00:13:53,560 --> 00:13:54,560 That was the last time we recorded. 373 00:13:54,560 --> 00:13:55,560 Jinx saved up. 374 00:13:55,560 --> 00:13:56,560 Oh yeah, that's right. 375 00:13:56,560 --> 00:13:57,560 Exploded. 376 00:13:57,560 --> 00:13:58,760 That was then this is now. 377 00:13:58,760 --> 00:14:03,760 So yes, unfortunately, I broke the cardinal rule and said everything was cool and nothing 378 00:14:03,760 --> 00:14:04,760 really was going on. 379 00:14:04,760 --> 00:14:06,840 And then all of a sudden everything is going on. 380 00:14:06,840 --> 00:14:10,200 Are you blessing us with a bill rant? 381 00:14:10,200 --> 00:14:11,200 You know what? 382 00:14:11,200 --> 00:14:13,000 Yeah, I probably will. 383 00:14:13,000 --> 00:14:16,760 But I am trying to calm down a little bit about it because some of the things that have 384 00:14:16,760 --> 00:14:19,800 been a little high, no, you seem a little hyped. 385 00:14:19,800 --> 00:14:20,800 I am a little hyped. 386 00:14:20,800 --> 00:14:21,880 You should have seen me last week. 387 00:14:21,880 --> 00:14:22,880 I was furious. 388 00:14:22,880 --> 00:14:26,280 We recorded a little bit of an episode that will never make the air. 389 00:14:26,280 --> 00:14:27,280 Uh huh. 390 00:14:27,280 --> 00:14:28,280 Sorry. 391 00:14:28,280 --> 00:14:33,240 It sounded like a good idea to record last week and it just devolved into like I kind 392 00:14:33,240 --> 00:14:35,640 of felt like I was one of her favorite comedians. 393 00:14:35,640 --> 00:14:36,640 I know. 394 00:14:36,640 --> 00:14:39,240 My favorite angry comics. 395 00:14:39,240 --> 00:14:42,120 That's my cup of tea. 396 00:14:42,120 --> 00:14:44,440 Angry and cursing and bitter at the world. 397 00:14:44,440 --> 00:14:47,440 That was D, all the above right here on this night. 398 00:14:47,440 --> 00:14:49,200 What are we a tall glass of that? 399 00:14:49,200 --> 00:14:53,600 What even for our listeners like pre-recording tonight, you were heated. 400 00:14:53,600 --> 00:14:54,600 I'm sorry. 401 00:14:54,600 --> 00:14:58,560 I'm tired of people being stupid and like trying to take advantage, being advantageous 402 00:14:58,560 --> 00:15:00,640 and then being indignant about it. 403 00:15:00,640 --> 00:15:01,640 Okay. 404 00:15:01,640 --> 00:15:02,640 Give us an example. 405 00:15:02,640 --> 00:15:03,640 I'm dying. 406 00:15:03,640 --> 00:15:04,640 All right. 407 00:15:04,640 --> 00:15:05,640 Perfect example is this. 408 00:15:05,640 --> 00:15:06,640 Okay. 409 00:15:06,640 --> 00:15:08,640 When you make a reservation, you can make the reservation using a myriad of different 410 00:15:08,640 --> 00:15:09,640 codes. 411 00:15:09,640 --> 00:15:10,640 Right. 412 00:15:10,640 --> 00:15:11,640 Okay. 413 00:15:11,640 --> 00:15:12,640 You can be a AAA. 414 00:15:12,640 --> 00:15:13,640 You can book it on as a senior rate. 415 00:15:13,640 --> 00:15:14,640 You can book it as a military. 416 00:15:14,640 --> 00:15:18,760 You can book it as a preferred corporate, but you need to understand that when you get 417 00:15:18,760 --> 00:15:22,880 to that front desk, they're going to ask you to qualify for that rate. 418 00:15:22,880 --> 00:15:27,400 So if you book a AAA rate and you're checking in, your questions are going to be what? 419 00:15:27,400 --> 00:15:29,240 Can I see your AAA card, please? 420 00:15:29,240 --> 00:15:31,240 Along with your ID and your credit card. 421 00:15:31,240 --> 00:15:32,240 Boom. 422 00:15:32,240 --> 00:15:33,240 Right? 423 00:15:33,240 --> 00:15:34,240 No big deal. 424 00:15:34,240 --> 00:15:35,960 And it says right there in the confirmation that you have to write a valid photo ID to 425 00:15:35,960 --> 00:15:37,560 be eligible for this rate. 426 00:15:37,560 --> 00:15:38,560 Well, yeah. 427 00:15:38,560 --> 00:15:40,520 And you have to have your AAA card. 428 00:15:40,520 --> 00:15:46,720 So all this last week, we had people checking in on government rates, like government travel 429 00:15:46,720 --> 00:15:47,720 business rates. 430 00:15:47,720 --> 00:15:50,880 Cause they're just clicking every button and they're like, wow, this one goes really low 431 00:15:50,880 --> 00:15:53,080 when I click this button. 432 00:15:53,080 --> 00:15:54,080 Yes. 433 00:15:54,080 --> 00:15:56,280 And the people checking in are not on government business. 434 00:15:56,280 --> 00:15:57,560 I love that. 435 00:15:57,560 --> 00:16:01,600 And three out of, sorry, two out of the three that I had to deal with personally, we're 436 00:16:01,600 --> 00:16:03,560 not even from the state of California. 437 00:16:03,560 --> 00:16:06,720 They booked a California state government rate. 438 00:16:06,720 --> 00:16:07,720 That's amazing. 439 00:16:07,720 --> 00:16:08,720 One was from Arizona. 440 00:16:08,720 --> 00:16:09,720 One was from Kentucky. 441 00:16:09,720 --> 00:16:12,320 So how did they like justify having booked that rate? 442 00:16:12,320 --> 00:16:13,320 They didn't justify. 443 00:16:13,320 --> 00:16:15,200 Well, I was able to book it. 444 00:16:15,200 --> 00:16:17,000 Are you serious? 445 00:16:17,000 --> 00:16:21,800 That was the explainer reason as to why they should qualify for the rate. 446 00:16:21,800 --> 00:16:22,800 Oh my God. 447 00:16:22,800 --> 00:16:24,800 I would have been like, okay, can I see your confirmation email? 448 00:16:24,800 --> 00:16:26,880 Oh, I did ask one person for it. 449 00:16:26,880 --> 00:16:29,520 And they were like, oh no, I never got a confirmation. 450 00:16:29,520 --> 00:16:31,040 Oh, Bull Shark. 451 00:16:31,040 --> 00:16:32,040 Yeah. 452 00:16:32,040 --> 00:16:35,360 So you put in your email address because I see that's on the reservation. 453 00:16:35,360 --> 00:16:38,320 You booked the reservation and you didn't get a confirmation. 454 00:16:38,320 --> 00:16:39,320 Come on. 455 00:16:39,320 --> 00:16:40,320 Exactly. 456 00:16:40,320 --> 00:16:41,320 Come on. 457 00:16:41,320 --> 00:16:43,920 We literally get emails for fricking everything these days. 458 00:16:43,920 --> 00:16:47,960 This happened to me actually recently and a gentleman booked the federal government 459 00:16:47,960 --> 00:16:51,760 rate and I asked for his federal government ID and he didn't provide me one. 460 00:16:51,760 --> 00:16:52,760 He said, I'm a veteran. 461 00:16:52,760 --> 00:16:54,040 And I said, oh, thank you so much. 462 00:16:54,040 --> 00:16:55,480 I thank you for your service. 463 00:16:55,480 --> 00:16:59,320 But to be eligible for the federal government rate, you have to be an active federal government 464 00:16:59,320 --> 00:17:00,320 employee. 465 00:17:00,320 --> 00:17:01,320 And he's like, well, I didn't know that. 466 00:17:01,320 --> 00:17:02,760 And I was like, oh, it is on the website. 467 00:17:02,760 --> 00:17:04,880 When you click the rate, it says that. 468 00:17:04,880 --> 00:17:05,880 I didn't see that. 469 00:17:05,880 --> 00:17:06,880 And I said, okay, let's do it together. 470 00:17:06,880 --> 00:17:08,560 The little asterisks underneath it. 471 00:17:08,560 --> 00:17:11,160 But we literally, we did it together and I pretended like I was going to book. 472 00:17:11,160 --> 00:17:12,160 I showed him. 473 00:17:12,160 --> 00:17:14,560 I click it and then I'm like, you see all that writing right there? 474 00:17:14,560 --> 00:17:16,160 Oh, I didn't read that. 475 00:17:16,160 --> 00:17:17,160 And I'm like, okay. 476 00:17:17,160 --> 00:17:18,160 And then you get a confirmation email. 477 00:17:18,160 --> 00:17:19,160 It says the same thing. 478 00:17:19,160 --> 00:17:21,960 Like you have to be eligible for that rate in order to book it. 479 00:17:21,960 --> 00:17:24,840 You are not an active federal government employee. 480 00:17:24,840 --> 00:17:25,840 So you're not. 481 00:17:25,840 --> 00:17:26,840 You can't get the rate. 482 00:17:26,840 --> 00:17:27,840 Okay. 483 00:17:27,840 --> 00:17:28,840 Are you the A-hole of the week? 484 00:17:28,840 --> 00:17:30,840 I probably am. 485 00:17:30,840 --> 00:17:35,080 So my guy, my guy today did the exact same thing. 486 00:17:35,080 --> 00:17:39,080 So I compromised with him and I gave him a triple A rate, which is the exact same that 487 00:17:39,080 --> 00:17:41,200 we would give for military discount. 488 00:17:41,200 --> 00:17:45,120 But the guy that checked in and trying to do this today was on a California state government 489 00:17:45,120 --> 00:17:46,120 rate. 490 00:17:46,120 --> 00:17:47,120 He had an Arizona ID. 491 00:17:47,120 --> 00:17:48,800 Like, what are you thinking, dude? 492 00:17:48,800 --> 00:17:53,200 Yeah, it clearly says California government rate. 493 00:17:53,200 --> 00:17:56,000 And then I hate when they get surprised you ask them for it. 494 00:17:56,000 --> 00:17:57,240 But this happens all the time. 495 00:17:57,240 --> 00:17:58,960 They look at me like, I don't have that. 496 00:17:58,960 --> 00:17:59,960 But you booked it. 497 00:17:59,960 --> 00:18:00,960 You know what? 498 00:18:00,960 --> 00:18:01,960 No, no, no. 499 00:18:01,960 --> 00:18:04,960 That leads into the whole thing about people that are like, well, I travel all the time 500 00:18:04,960 --> 00:18:09,480 and I've never, ever been asked for an incidental hold on my credit card. 501 00:18:09,480 --> 00:18:11,200 Oh, I had a flat that did that this week. 502 00:18:11,200 --> 00:18:12,200 Oh, God. 503 00:18:12,200 --> 00:18:16,280 Literally, one of our highest tiers, we put an incidental hold on their account. 504 00:18:16,280 --> 00:18:17,960 They're like, why am I seeing this hold for this much? 505 00:18:17,960 --> 00:18:19,320 And I'm like, that's the incidental hold. 506 00:18:19,320 --> 00:18:22,000 Like, I am at, you know, whatever level. 507 00:18:22,000 --> 00:18:23,600 I travel X-mounted days. 508 00:18:23,600 --> 00:18:26,560 I'm like, oh, then you're well aware that every single hotel does. 509 00:18:26,560 --> 00:18:27,560 This has never happened. 510 00:18:27,560 --> 00:18:32,080 I said, I have worked for my particular brand for 10 years, X-brand for this many years. 511 00:18:32,080 --> 00:18:35,960 And said in the States, there is not a hotel that does not do it. 512 00:18:35,960 --> 00:18:37,600 Oh, I just never know this. 513 00:18:37,600 --> 00:18:40,600 Is this just people that have never looked, never seen it? 514 00:18:40,600 --> 00:18:42,680 Or they're just trying to pull a fast one. 515 00:18:42,680 --> 00:18:47,160 Keeping in mind that some of these people are at a tier level where they have to travel 516 00:18:47,160 --> 00:18:49,600 like 75 plus nights a year. 517 00:18:49,600 --> 00:18:54,680 You're telling me that you have never experienced this in the 75 nights that you've traveled 518 00:18:54,680 --> 00:18:55,680 this year alone. 519 00:18:55,680 --> 00:18:57,400 Do you know what I want to do next time? 520 00:18:57,400 --> 00:18:58,400 Ask this same person. 521 00:18:58,400 --> 00:18:59,400 I said, okay, do me a favor. 522 00:18:59,400 --> 00:19:00,400 I want you to pick up your phone. 523 00:19:00,400 --> 00:19:04,440 I want you to call any hotel in the continental United States, any hotel. 524 00:19:04,440 --> 00:19:05,440 Do it. 525 00:19:05,440 --> 00:19:07,960 I'll give you 100 bucks out of my pocket if they don't do an incidental hold. 526 00:19:07,960 --> 00:19:09,960 I'll give you 5000 points. 527 00:19:09,960 --> 00:19:10,960 That's not enough. 528 00:19:10,960 --> 00:19:12,960 I'll give you 50,000 points. 529 00:19:12,960 --> 00:19:13,960 There it is. 530 00:19:13,960 --> 00:19:15,680 To find me a hotel. 531 00:19:15,680 --> 00:19:20,000 Oh, in this, since you're a insert tier here, high level, I want you to pick one in our 532 00:19:20,000 --> 00:19:21,000 brand. 533 00:19:21,000 --> 00:19:22,000 Yeah. 534 00:19:22,000 --> 00:19:23,000 Pick one. 535 00:19:23,000 --> 00:19:24,000 Pick one. 536 00:19:24,000 --> 00:19:25,000 Anyone. 537 00:19:25,000 --> 00:19:26,000 Call them. 538 00:19:26,000 --> 00:19:27,000 Put it on speaker. 539 00:19:27,000 --> 00:19:28,000 Let's see how this goes. 540 00:19:28,000 --> 00:19:29,000 Okay, but an incidental hold. 541 00:19:29,000 --> 00:19:30,000 Is that just like the extra 100 or so bucks? 542 00:19:30,000 --> 00:19:31,000 Yes, ma'am. 543 00:19:31,000 --> 00:19:32,000 Per se or per night? 544 00:19:32,000 --> 00:19:33,000 Per night. 545 00:19:33,000 --> 00:19:34,000 Like I always say, yeah, yeah, whatever. 546 00:19:34,000 --> 00:19:35,640 I've never noticed it. 547 00:19:35,640 --> 00:19:37,640 Most people, because you bring a credit card and it's just. 548 00:19:37,640 --> 00:19:38,640 Yeah. 549 00:19:38,640 --> 00:19:42,800 It's the broke ass mofos that use their debit card that get all bent out of shape about 550 00:19:42,800 --> 00:19:43,800 it because you're not holding. 551 00:19:43,800 --> 00:19:44,800 You're holding cash. 552 00:19:44,800 --> 00:19:45,800 Yeah. 553 00:19:45,800 --> 00:19:46,800 You're not holding mythical money. 554 00:19:46,800 --> 00:19:47,800 You're holding hard cash. 555 00:19:47,800 --> 00:19:48,800 It holds for a long time. 556 00:19:48,800 --> 00:19:49,800 It holds for like six to 10 business days. 557 00:19:49,800 --> 00:19:53,240 But the credit card, I mean, next time I pay my bill, I don't, it's never been an issue. 558 00:19:53,240 --> 00:19:54,240 Yeah. 559 00:19:54,240 --> 00:19:56,040 Because it's, it's not for normal people. 560 00:19:56,040 --> 00:19:57,040 It's one out of a hundred. 561 00:19:57,040 --> 00:19:59,040 Thank you so much for calling me normal. 562 00:19:59,040 --> 00:20:00,040 Let's not go overboard. 563 00:20:00,040 --> 00:20:03,040 Don't let it go to your head. 564 00:20:03,040 --> 00:20:04,040 Those. 565 00:20:04,040 --> 00:20:05,040 Yeah. 566 00:20:05,040 --> 00:20:11,440 So it's just been a lot of that. 567 00:20:11,440 --> 00:20:14,800 And then I had, oh my God, I think I ran to it about this. 568 00:20:14,800 --> 00:20:17,200 The guest that called that wanted to check in early. 569 00:20:17,200 --> 00:20:18,840 Did I share that story with you? 570 00:20:18,840 --> 00:20:19,840 Keep going and I'll tell you. 571 00:20:19,840 --> 00:20:22,600 Or was that, or did this happen after? 572 00:20:22,600 --> 00:20:23,600 You know what? 573 00:20:23,600 --> 00:20:25,600 This might have happened after we got together last week. 574 00:20:25,600 --> 00:20:26,600 ringing a bell. 575 00:20:26,600 --> 00:20:27,800 Do you know what day it is? 576 00:20:27,800 --> 00:20:28,800 No, I don't. 577 00:20:28,800 --> 00:20:32,120 That's part of the, it's a side effect of the industry we work in. 578 00:20:32,120 --> 00:20:33,120 Okay. 579 00:20:33,120 --> 00:20:36,200 So I am running around the property. 580 00:20:36,200 --> 00:20:37,200 I get a phone call. 581 00:20:37,200 --> 00:20:39,960 Hey, I've got a guest that wants to check in early. 582 00:20:39,960 --> 00:20:41,960 I'm like, okay, do we have an available? 583 00:20:41,960 --> 00:20:42,960 Oh my God. 584 00:20:42,960 --> 00:20:43,960 Yes. 585 00:20:43,960 --> 00:20:44,960 Yes. 586 00:20:44,960 --> 00:20:45,960 Okay. 587 00:20:45,960 --> 00:20:46,960 Like why do you need my help with this? 588 00:20:46,960 --> 00:20:49,520 And he's like, well, I don't have any rooms that are ready and they want a very specific 589 00:20:49,520 --> 00:20:50,520 room. 590 00:20:50,520 --> 00:20:53,400 They needed a specific bedding type and they wanted it to be on the first floor. 591 00:20:53,400 --> 00:20:57,360 And I had a total of one of those that was going to be available for them for them. 592 00:20:57,360 --> 00:20:58,960 And the room had just vacated. 593 00:20:58,960 --> 00:20:59,960 At the time of check-in. 594 00:20:59,960 --> 00:21:00,960 Yeah. 595 00:21:00,960 --> 00:21:05,000 And this is about 11, 45, 12, 12, 30 somewhere in there. 596 00:21:05,000 --> 00:21:06,000 Early. 597 00:21:06,000 --> 00:21:07,200 And then like 45 minute window, right? 598 00:21:07,200 --> 00:21:08,720 So guest is gone. 599 00:21:08,720 --> 00:21:12,000 And I'm like, okay, well, just let him know that we'll advise housekeeping and we'll have 600 00:21:12,000 --> 00:21:13,720 the room ready as soon as possible. 601 00:21:13,720 --> 00:21:16,720 He says, well, he wants it well before three o'clock. 602 00:21:16,720 --> 00:21:17,720 Bastard. 603 00:21:17,720 --> 00:21:18,720 Okay. 604 00:21:18,720 --> 00:21:20,080 Well, it's like noon now. 605 00:21:20,080 --> 00:21:21,960 Just contact housekeeping so on and so forth. 606 00:21:21,960 --> 00:21:23,880 And he's like, no, this guy wants to talk to you. 607 00:21:23,880 --> 00:21:27,160 And he said, if he doesn't talk to you, he's going to call back every five minutes until 608 00:21:27,160 --> 00:21:28,320 he does talk to you. 609 00:21:28,320 --> 00:21:32,000 Now, and at this point, I'm thinking to myself, no, it's not a threat to me. 610 00:21:32,000 --> 00:21:34,440 It's just, it says to me, low level harassment. 611 00:21:34,440 --> 00:21:37,520 This is the, no, it just says that this is the kind of guy that I'm going to be dealing 612 00:21:37,520 --> 00:21:38,520 with. 613 00:21:38,520 --> 00:21:39,520 Yeah. 614 00:21:39,520 --> 00:21:40,520 So I'm like, okay, I will be right there. 615 00:21:40,520 --> 00:21:41,520 So I stopped what I'm doing. 616 00:21:41,520 --> 00:21:43,040 And at the time I was painting. 617 00:21:43,040 --> 00:21:46,080 So it's not like, yeah, I know, I know. 618 00:21:46,080 --> 00:21:47,240 Bill does everything. 619 00:21:47,240 --> 00:21:49,400 There's a lot of things that we need to get done at this hotel. 620 00:21:49,400 --> 00:21:50,600 So anyway, so I'm painting. 621 00:21:50,600 --> 00:21:51,920 So I put everything away. 622 00:21:51,920 --> 00:21:53,120 I go to the front desk. 623 00:21:53,120 --> 00:21:54,920 I get on the phone with the guy. 624 00:21:54,920 --> 00:21:58,520 And the guy is telling me how he's got this reservation for today and he wants to check 625 00:21:58,520 --> 00:21:59,520 in early. 626 00:21:59,520 --> 00:22:02,200 And I said, okay, the room has already departed. 627 00:22:02,200 --> 00:22:03,520 We will advise housekeeping. 628 00:22:03,520 --> 00:22:04,720 We will get the room ready for you. 629 00:22:04,720 --> 00:22:09,160 And he goes, you're going to get the room ready for me because I'm a platinum, right? 630 00:22:09,160 --> 00:22:10,760 And I said, no, sir. 631 00:22:10,760 --> 00:22:14,800 I said, I'm going to get the room ready for you because you are incoming guests and we 632 00:22:14,800 --> 00:22:18,480 do everything we can to ensure that our incoming guests are taken care of. 633 00:22:18,480 --> 00:22:20,200 And he goes, because I'm platinum, right? 634 00:22:20,200 --> 00:22:21,200 Oh my God. 635 00:22:21,200 --> 00:22:24,880 And I said, no, not because you're platinum, because you're our guest. 636 00:22:24,880 --> 00:22:29,320 I'm going to make sure that this room is ready in advance for you because you are our guest. 637 00:22:29,320 --> 00:22:31,160 But you're doing it because I'm a platinum, right? 638 00:22:31,160 --> 00:22:35,160 So we go through this dog and pony show like four or five times and he keeps looping back 639 00:22:35,160 --> 00:22:36,680 to the status level. 640 00:22:36,680 --> 00:22:39,440 Did you know his status level at the time you picked up the phone and called him? 641 00:22:39,440 --> 00:22:40,440 I did. 642 00:22:40,440 --> 00:22:41,440 Well, he was on hold. 643 00:22:41,440 --> 00:22:42,440 So I didn't have to call him back. 644 00:22:42,440 --> 00:22:44,760 But yeah, I knew what he was the moment I picked up the phone. 645 00:22:44,760 --> 00:22:46,520 I had already reviewed his reservation. 646 00:22:46,520 --> 00:22:48,360 I don't care what his level is. 647 00:22:48,360 --> 00:22:52,200 What I care about is the fact that he's coming to stay with us and I'm going to do everything 648 00:22:52,200 --> 00:22:54,760 I can to make his stay as good as possible. 649 00:22:54,760 --> 00:22:58,800 So I emphasized once again, no, sir, I'm not doing this because of your level. 650 00:22:58,800 --> 00:23:01,320 I'm doing this because you are our guest. 651 00:23:01,320 --> 00:23:02,760 I do this for all of our guests. 652 00:23:02,760 --> 00:23:04,160 I go the distance. 653 00:23:04,160 --> 00:23:07,080 I make things happen for shit reviews. 654 00:23:07,080 --> 00:23:13,880 He wants to say what his level is and I refuse to do it because I've already already addressed 655 00:23:13,880 --> 00:23:17,080 with him the fact that I appreciate that he was a platinum guest when I first got on 656 00:23:17,080 --> 00:23:18,080 the phone with him. 657 00:23:18,080 --> 00:23:21,760 But now we're not talking about anything that is tier related. 658 00:23:21,760 --> 00:23:22,760 Yeah. 659 00:23:22,760 --> 00:23:25,320 So I'm absolutely at this point simply about service. 660 00:23:25,320 --> 00:23:26,680 You're asking for early checking. 661 00:23:26,680 --> 00:23:28,760 You're not asking for an upgrade because of status. 662 00:23:28,760 --> 00:23:30,560 And who doesn't ask for that? 663 00:23:30,560 --> 00:23:31,560 Right. 664 00:23:31,560 --> 00:23:32,560 So I don't know. 665 00:23:32,560 --> 00:23:33,560 Two hours passed by. 666 00:23:33,560 --> 00:23:34,560 I'm back doing my thing. 667 00:23:34,560 --> 00:23:35,560 You're painting. 668 00:23:35,560 --> 00:23:37,560 Oh no, at this point I was doing some other things. 669 00:23:37,560 --> 00:23:38,560 I was in the office. 670 00:23:38,560 --> 00:23:39,560 Welling. 671 00:23:39,560 --> 00:23:41,640 No, I would love to learn how to weld. 672 00:23:41,640 --> 00:23:42,640 I don't know how to weld. 673 00:23:42,640 --> 00:23:44,120 I thought you literally did it all. 674 00:23:44,120 --> 00:23:45,120 I am shocked. 675 00:23:45,120 --> 00:23:46,120 No, I don't. 676 00:23:46,120 --> 00:23:48,000 So anyway, I'm back in the office. 677 00:23:48,000 --> 00:23:49,000 My phone rings. 678 00:23:49,000 --> 00:23:52,600 I answered the phone and front desk says, hey, the guest that you talked to earlier. 679 00:23:52,600 --> 00:23:53,600 The besties here. 680 00:23:53,600 --> 00:23:55,720 No, his wife is here. 681 00:23:55,720 --> 00:23:57,000 Oh, geez. 682 00:23:57,000 --> 00:23:58,320 His wife wants to talk to you. 683 00:23:58,320 --> 00:24:01,800 And I looked at the clock and it was like a quarter to three. 684 00:24:01,800 --> 00:24:03,720 And I'm like, please tell me that their room is ready. 685 00:24:03,720 --> 00:24:06,320 And he says, oh yeah, no, they checked in about 20 minutes ago. 686 00:24:06,320 --> 00:24:07,320 Oh, perfect. 687 00:24:07,320 --> 00:24:08,320 He better be thanking you. 688 00:24:08,320 --> 00:24:10,840 We've got their room ready ahead of the three o'clock check-in. 689 00:24:10,840 --> 00:24:11,840 So I'm like, okay. 690 00:24:11,840 --> 00:24:13,120 So I head downstairs. 691 00:24:13,120 --> 00:24:16,080 She wants to talk to me away from the front desk. 692 00:24:16,080 --> 00:24:17,080 Great. 693 00:24:17,080 --> 00:24:18,560 So I walk out into the lobby. 694 00:24:18,560 --> 00:24:22,560 I stand in the corner with her and she goes, you know, I just need to clarify a few things. 695 00:24:22,560 --> 00:24:24,840 And I said, sure, how can I help you? 696 00:24:24,840 --> 00:24:29,240 She says, you know, when my husband was talking to you, he kept saying that he was a platinum 697 00:24:29,240 --> 00:24:34,440 and you just kept saying that you were doing this because it's about a matter of service. 698 00:24:34,440 --> 00:24:35,440 And I said, yes. 699 00:24:35,440 --> 00:24:38,320 And she goes, well, I don't think that's right. 700 00:24:38,320 --> 00:24:40,040 And I said, I'm sorry. 701 00:24:40,040 --> 00:24:41,040 Why is that? 702 00:24:41,040 --> 00:24:45,400 She goes, well, what is the point of having a tier that we are at if we don't get things 703 00:24:45,400 --> 00:24:46,920 like early arrivals? 704 00:24:46,920 --> 00:24:51,600 So I'm trying to explain to her that there is a difference between a benefit and service 705 00:24:51,600 --> 00:24:55,520 between a perk and what we do for all the guests. 706 00:24:55,520 --> 00:25:00,800 And I was explaining to her that your tier gets you things like redemption points earned 707 00:25:00,800 --> 00:25:02,120 at a higher rate. 708 00:25:02,120 --> 00:25:04,440 You know, it gets you a guaranteed late checkout. 709 00:25:04,440 --> 00:25:06,880 It gives you dedicated reservation lines. 710 00:25:06,880 --> 00:25:10,920 It gives you X, Y and Z. And I listed a ton of things that it gives her. 711 00:25:10,920 --> 00:25:16,040 I said, all of those are perks that are tied to your tier, your benefits. 712 00:25:16,040 --> 00:25:18,440 You're always entitled to good service. 713 00:25:18,440 --> 00:25:19,440 Exactly. 714 00:25:19,440 --> 00:25:21,000 Regardless of your status. 715 00:25:21,000 --> 00:25:25,760 And I said to her, I said, I don't care if you're paying premium dollar or coming in 716 00:25:25,760 --> 00:25:27,440 on a deep discount. 717 00:25:27,440 --> 00:25:32,880 I will treat every one of our guests the exact same way because to me, it's about your experience 718 00:25:32,880 --> 00:25:34,320 and it's about service. 719 00:25:34,320 --> 00:25:38,480 And she says, oh, that's about you, not your company. 720 00:25:38,480 --> 00:25:39,760 And I said, ma'am, I'm sorry. 721 00:25:39,760 --> 00:25:42,520 I don't understand what is going on. 722 00:25:42,520 --> 00:25:46,120 And she again says, you know, oh, well, I just don't understand what the point of my 723 00:25:46,120 --> 00:25:47,360 tier level is that. 724 00:25:47,360 --> 00:25:50,240 You do not listen to what I just said. 725 00:25:50,240 --> 00:25:51,240 All right. 726 00:25:51,240 --> 00:25:55,280 And I said once again, I said, you're conflating service with benefits. 727 00:25:55,280 --> 00:25:58,800 And she goes, yes, but my husband said, blah, blah, blah, blah, blah, blah, blah, 728 00:25:58,800 --> 00:25:59,800 blah, blah, blah, blah, blah. 729 00:25:59,800 --> 00:26:00,800 And I said, I understand that. 730 00:26:00,800 --> 00:26:03,720 I said, I don't even understand why we're having this conversation because you're not 731 00:26:03,720 --> 00:26:04,720 even the member. 732 00:26:04,720 --> 00:26:09,840 Oh, and she says, and again, she goes back to the whole tier level thing. 733 00:26:09,840 --> 00:26:12,040 And I'm like, I don't know what to tell you. 734 00:26:12,040 --> 00:26:13,040 You are confusing. 735 00:26:13,040 --> 00:26:14,040 What are you fishing for? 736 00:26:14,040 --> 00:26:16,160 Yeah, you are confusing service with benefits. 737 00:26:16,160 --> 00:26:17,520 And she goes, well, you know what? 738 00:26:17,520 --> 00:26:18,880 I think we just need to agree to disagree. 739 00:26:18,880 --> 00:26:20,440 Great, have a great day. 740 00:26:20,440 --> 00:26:21,440 No, you're right. 741 00:26:21,440 --> 00:26:22,440 I agree you're stupid. 742 00:26:22,440 --> 00:26:27,240 No, I wouldn't let it go because it's done. 743 00:26:27,240 --> 00:26:28,240 I'm done. 744 00:26:28,240 --> 00:26:29,240 Just had a week. 745 00:26:29,240 --> 00:26:30,240 Okay. 746 00:26:30,240 --> 00:26:33,680 Yeah, I was done with this woman because she did not want to understand. 747 00:26:33,680 --> 00:26:37,040 She just wanted an ego stroke and I wasn't going to give it to her. 748 00:26:37,040 --> 00:26:42,560 And I just I refused to give in that she was wanting me to stroke the fact that she, well, 749 00:26:42,560 --> 00:26:44,800 no, that her husband is a platinum guest. 750 00:26:44,800 --> 00:26:45,800 Right. 751 00:26:45,800 --> 00:26:47,840 We go through this thing a couple more times. 752 00:26:47,840 --> 00:26:50,160 She says again, agree to disagree. 753 00:26:50,160 --> 00:26:51,320 I said fine. 754 00:26:51,320 --> 00:26:52,680 And then she brings it up again. 755 00:26:52,680 --> 00:26:53,680 Oh, no. 756 00:26:53,680 --> 00:26:54,680 I just, okay. 757 00:26:54,680 --> 00:27:00,000 I just envision like Bill saying the same thing and getting the same response 10 times 758 00:27:00,000 --> 00:27:02,000 from the husband and then the wife. 759 00:27:02,000 --> 00:27:03,000 I don't know how you get the patience. 760 00:27:03,000 --> 00:27:04,000 The husband never showed up. 761 00:27:04,000 --> 00:27:05,000 It was just the wife. 762 00:27:05,000 --> 00:27:06,000 No, on the phone, the first interaction. 763 00:27:06,000 --> 00:27:07,000 Oh, yeah, yeah. 764 00:27:07,000 --> 00:27:08,000 Oh, yeah, yeah. 765 00:27:08,000 --> 00:27:09,000 So we start into the third cycle. 766 00:27:09,000 --> 00:27:15,400 And you just keep getting more and more irritated and more and more like stern in your point, 767 00:27:15,400 --> 00:27:17,280 which is the same words. 768 00:27:17,280 --> 00:27:19,560 What was Chris Tucker's line? 769 00:27:19,560 --> 00:27:22,160 Do you understand the words that are coming out of my mouth? 770 00:27:22,160 --> 00:27:23,880 She did not. 771 00:27:23,880 --> 00:27:28,880 So we get into the third cycle of all of this after she has already said to me twice, we 772 00:27:28,880 --> 00:27:32,200 have to agree to disagree and then loops back into it. 773 00:27:32,200 --> 00:27:33,200 And then it was my turn. 774 00:27:33,200 --> 00:27:35,040 I'd had enough with this woman. 775 00:27:35,040 --> 00:27:38,440 I looked her square in the eye and I said, you know what, a few moments ago, you said 776 00:27:38,440 --> 00:27:40,080 we should just agree to disagree. 777 00:27:40,080 --> 00:27:41,680 I think that's what we're going to do. 778 00:27:41,680 --> 00:27:43,280 I'm going to agree to disagree. 779 00:27:43,280 --> 00:27:44,720 And I turned and I just walked. 780 00:27:44,720 --> 00:27:45,720 Good. 781 00:27:45,720 --> 00:27:47,400 I had to go to the last word forever. 782 00:27:47,400 --> 00:27:48,400 Just left her stand in there. 783 00:27:48,400 --> 00:27:49,400 You had the last word. 784 00:27:49,400 --> 00:27:53,120 Well, yeah, but I didn't realize that there was going to be an opportunity to have an 785 00:27:53,120 --> 00:27:54,800 even last word. 786 00:27:54,800 --> 00:27:59,560 And that was that the guest had booked four separate one night reservations. 787 00:27:59,560 --> 00:28:00,560 Wait, what? 788 00:28:00,560 --> 00:28:02,080 Wait, wait, wait, wait for it. 789 00:28:02,080 --> 00:28:06,640 The first one was pay direct regular rate on their platinum benefits. 790 00:28:06,640 --> 00:28:08,840 The next three employee rate. 791 00:28:08,840 --> 00:28:09,840 What? 792 00:28:09,840 --> 00:28:10,840 What? 793 00:28:10,840 --> 00:28:11,840 No. 794 00:28:11,840 --> 00:28:12,840 Yeah. 795 00:28:12,840 --> 00:28:13,840 So, huh? 796 00:28:13,840 --> 00:28:14,840 How? 797 00:28:14,840 --> 00:28:16,600 I know somebody friends and family rate. 798 00:28:16,600 --> 00:28:18,760 Wait, are they on friends and family or associate? 799 00:28:18,760 --> 00:28:20,960 No, they were on friends and family. 800 00:28:20,960 --> 00:28:26,640 Now here's where I felt like this is kind of ironic is that with that benefit, you can't 801 00:28:26,640 --> 00:28:28,240 combine the two. 802 00:28:28,240 --> 00:28:31,240 So you can have your tier or you can have your deep discount. 803 00:28:31,240 --> 00:28:32,240 Right. 804 00:28:32,240 --> 00:28:33,240 Yeah. 805 00:28:33,240 --> 00:28:34,740 The conversation the next day would have been so lovely. 806 00:28:34,740 --> 00:28:36,400 They chickened out. 807 00:28:36,400 --> 00:28:38,080 They didn't come to the front desk. 808 00:28:38,080 --> 00:28:40,760 I was waiting for them because I wanted to talk to her. 809 00:28:40,760 --> 00:28:42,080 Shadowbox in the corner. 810 00:28:42,080 --> 00:28:43,080 No, no, no. 811 00:28:43,080 --> 00:28:45,440 I was going to simply look her square on the eye. 812 00:28:45,440 --> 00:28:46,440 Bill's ready. 813 00:28:46,440 --> 00:28:47,440 No, no. 814 00:28:47,440 --> 00:28:50,320 I was going to simply look at her square on the eye and ask her, how do you want me 815 00:28:50,320 --> 00:28:51,560 to treat you today? 816 00:28:51,560 --> 00:28:54,240 Because she was booked on a very deep discount. 817 00:28:54,240 --> 00:28:56,640 She couldn't have her platinum benefits. 818 00:28:56,640 --> 00:28:57,640 I love it. 819 00:28:57,640 --> 00:29:02,120 So do you want me to treat you like a platinum yesterday or do you want me to treat you like 820 00:29:02,120 --> 00:29:05,960 any of our guests at any level at any rate today? 821 00:29:05,960 --> 00:29:07,560 Because you ain't a platinum today. 822 00:29:07,560 --> 00:29:08,560 That's right. 823 00:29:08,560 --> 00:29:09,560 You're not a platinum today. 824 00:29:09,560 --> 00:29:10,560 Mic drop. 825 00:29:10,560 --> 00:29:11,560 I'm so disappointed they didn't come. 826 00:29:11,560 --> 00:29:12,560 I am too. 827 00:29:12,560 --> 00:29:13,560 I was waiting all day. 828 00:29:13,560 --> 00:29:18,520 How did they check out for that reservation and checked into the new reservation? 829 00:29:18,520 --> 00:29:19,520 Yeah, they did it. 830 00:29:19,520 --> 00:29:21,680 They did it super early in the morning. 831 00:29:21,680 --> 00:29:22,680 On purpose. 832 00:29:22,680 --> 00:29:23,680 Of course. 833 00:29:23,680 --> 00:29:25,360 No, I'm not going to say it was on purpose. 834 00:29:25,360 --> 00:29:29,080 I'm just going to say I was disappointed that I didn't get to have a conversation with 835 00:29:29,080 --> 00:29:30,080 them. 836 00:29:30,080 --> 00:29:31,080 Oh my God. 837 00:29:31,080 --> 00:29:33,400 I would have gone to their room and knocked, hand delivered those keys. 838 00:29:33,400 --> 00:29:35,680 And these have removed lounge access. 839 00:29:35,680 --> 00:29:38,280 Well, yeah, we don't have that. 840 00:29:38,280 --> 00:29:40,440 Don't you wish you did for that conversation? 841 00:29:40,440 --> 00:29:41,920 Just for that specific conversation? 842 00:29:41,920 --> 00:29:45,440 Yeah, because I can guarantee you if they stayed at your hotel, they would have demanded 843 00:29:45,440 --> 00:29:50,280 to be on the club level and then remain on the club level because they had three additional 844 00:29:50,280 --> 00:29:51,280 one night stays. 845 00:29:51,280 --> 00:29:52,280 Absolutely. 846 00:29:52,280 --> 00:29:54,480 Three additional one night stays. 847 00:29:54,480 --> 00:29:57,240 That just seems like a pain in the butt to book. 848 00:29:57,240 --> 00:29:59,520 It's because the rate wasn't available for the full length of stay. 849 00:29:59,520 --> 00:30:02,840 So they kept having to book separate nights individually because they're cheap. 850 00:30:02,840 --> 00:30:06,560 But you have to check out and check in every single day. 851 00:30:06,560 --> 00:30:08,840 Every single reservation is its own. 852 00:30:08,840 --> 00:30:12,120 And effectively every single reservation becomes its own legal entity. 853 00:30:12,120 --> 00:30:13,120 Oh, yeah. 854 00:30:13,120 --> 00:30:15,360 You potentially have to change rooms every single day. 855 00:30:15,360 --> 00:30:16,360 There's a potential for that. 856 00:30:16,360 --> 00:30:17,360 Yeah. 857 00:30:17,360 --> 00:30:22,640 And then like, okay, so on that note, I've had guests pull shenanigans like this. 858 00:30:22,640 --> 00:30:26,080 They want, let's say, a king bedded room their whole stay. 859 00:30:26,080 --> 00:30:30,360 They will book a king bedded room for as long as they can and then a couple of queen bedded 860 00:30:30,360 --> 00:30:33,480 rooms after that and then just say, I don't want to move. 861 00:30:33,480 --> 00:30:34,480 Yeah. 862 00:30:34,480 --> 00:30:36,720 I'm already staying here, so you can't make me move. 863 00:30:36,720 --> 00:30:38,800 And then they don't come back to the hotel. 864 00:30:38,800 --> 00:30:43,040 Even though you've told them no, said you have to move, then they leave and they don't 865 00:30:43,040 --> 00:30:44,040 move their stuff. 866 00:30:44,040 --> 00:30:45,760 And so you said, we had this conversation before. 867 00:30:45,760 --> 00:30:47,720 Oh, well, I'm not going to be back till five or six. 868 00:30:47,720 --> 00:30:48,720 That's okay. 869 00:30:48,720 --> 00:30:49,720 We'll move your stuff for you. 870 00:30:49,720 --> 00:30:50,720 Yeah. 871 00:30:50,720 --> 00:30:51,720 I don't want you touching my stuff. 872 00:30:51,720 --> 00:30:53,120 I said, well, then you probably should have packed up for you left because we had this 873 00:30:53,120 --> 00:30:54,800 conversation and they got pissed. 874 00:30:54,800 --> 00:30:56,880 And it was like, we had this conversation. 875 00:30:56,880 --> 00:31:00,120 If you're going to be gone for the whole day, bring your crap down to the front desk. 876 00:31:00,120 --> 00:31:01,600 They, we wouldn't move them. 877 00:31:01,600 --> 00:31:02,600 Yeah. 878 00:31:02,600 --> 00:31:03,600 Yeah. 879 00:31:03,600 --> 00:31:04,600 It's not, it's not accidental. 880 00:31:04,600 --> 00:31:05,600 It's all a power flex. 881 00:31:05,600 --> 00:31:06,600 Yeah. 882 00:31:06,600 --> 00:31:10,520 So the thing to do in that situation would just be pack your shite, bring it down to 883 00:31:10,520 --> 00:31:14,040 the front desk, have them hold it, have someone bring it up to your new room. 884 00:31:14,040 --> 00:31:16,800 And the, is that the right thing to do? 885 00:31:16,800 --> 00:31:19,760 Most hotels will be nice enough and just say, Hey, just have it packed by the door as soon 886 00:31:19,760 --> 00:31:20,760 as your room's ready. 887 00:31:20,760 --> 00:31:22,600 We'll move it to your new room for you. 888 00:31:22,600 --> 00:31:23,600 We do that. 889 00:31:23,600 --> 00:31:24,600 Great. 890 00:31:24,600 --> 00:31:26,400 But they, I'm personally saving you a trip. 891 00:31:26,400 --> 00:31:27,400 Yeah. 892 00:31:27,400 --> 00:31:28,400 But they don't care. 893 00:31:28,400 --> 00:31:29,400 They just don't want to move. 894 00:31:29,400 --> 00:31:32,000 So they leave everything everywhere so that way you can't move them. 895 00:31:32,000 --> 00:31:33,680 And it's like, I'm an ideal guest. 896 00:31:33,680 --> 00:31:35,600 I'll move your stuff myself. 897 00:31:35,600 --> 00:31:40,200 Can I share a really, really good story of a hotel experience? 898 00:31:40,200 --> 00:31:41,200 Yes. 899 00:31:41,200 --> 00:31:42,200 I would love it. 900 00:31:42,200 --> 00:31:48,160 So I recently traveled and yes, I did travel on a discount and, but I knew that going in 901 00:31:48,160 --> 00:31:50,600 and like, okay, I'm going to be a sweet little angel. 902 00:31:50,600 --> 00:31:51,600 Oh, yay. 903 00:31:51,600 --> 00:31:54,560 I'm going to have all my paperwork ready. 904 00:31:54,560 --> 00:31:55,560 We love that. 905 00:31:55,560 --> 00:31:56,560 We love that. 906 00:31:56,560 --> 00:31:57,560 So get this. 907 00:31:57,560 --> 00:31:58,560 I'm checking in. 908 00:31:58,560 --> 00:31:59,800 I'm flying in. 909 00:31:59,800 --> 00:32:04,480 So I'm like, I get there like three and a half hours before check in, but I know this. 910 00:32:04,480 --> 00:32:06,360 I'm like, all right, let me just go to the hotel. 911 00:32:06,360 --> 00:32:07,600 Let me make nice. 912 00:32:07,600 --> 00:32:10,760 Let me present all of my things and let me just see what they can do. 913 00:32:10,760 --> 00:32:13,400 Do I really give a crap what room type I have? 914 00:32:13,400 --> 00:32:14,400 No. 915 00:32:14,400 --> 00:32:15,400 Give me a double. 916 00:32:15,400 --> 00:32:16,400 Give me a king. 917 00:32:16,400 --> 00:32:17,400 Like I don't care. 918 00:32:17,400 --> 00:32:18,400 Courtyard, street view. 919 00:32:18,400 --> 00:32:19,400 I don't care. 920 00:32:19,400 --> 00:32:21,280 Give me a roll in shower next to the dumpsters. 921 00:32:21,280 --> 00:32:22,280 It's fine. 922 00:32:22,280 --> 00:32:23,760 I just not want somebody to smoke in, please. 923 00:32:23,760 --> 00:32:25,000 Ideally, that's my line. 924 00:32:25,000 --> 00:32:26,360 A bed is fine. 925 00:32:26,360 --> 00:32:28,240 Like that's, that's really bare minimum. 926 00:32:28,240 --> 00:32:32,800 So I go and mind you, traveling all night, didn't sleep. 927 00:32:32,800 --> 00:32:36,080 I don't know noon this time. 928 00:32:36,080 --> 00:32:42,280 So I go up to the front desk and this very, very sweet woman has no voice and she's trying 929 00:32:42,280 --> 00:32:43,280 her best. 930 00:32:43,280 --> 00:32:44,280 She's doing great. 931 00:32:44,280 --> 00:32:45,280 Hi, how are you? 932 00:32:45,280 --> 00:32:46,280 I'm not even going to try and imitate. 933 00:32:46,280 --> 00:32:49,240 I said, Hey, I know I am hours early for check in. 934 00:32:49,240 --> 00:32:52,360 I just want to see if you have anything available because I need to sleep. 935 00:32:52,360 --> 00:32:55,800 I said, if you need me to change rooms tomorrow, I absolutely will. 936 00:32:55,800 --> 00:32:59,600 Like I understand you have like other reservations and I literally just want to like lay down 937 00:32:59,600 --> 00:33:01,280 on check and that, but this point. 938 00:33:01,280 --> 00:33:02,280 Yeah. 939 00:33:02,280 --> 00:33:04,360 I was like, well, okay, let me look. 940 00:33:04,360 --> 00:33:07,640 And I don't even know what I originally booked and she was like, it's two doubles fine. 941 00:33:07,640 --> 00:33:09,040 I'm like, yeah, I don't care. 942 00:33:09,040 --> 00:33:11,200 She goes, is first floor okay? 943 00:33:11,200 --> 00:33:13,360 That's really all we have available right now. 944 00:33:13,360 --> 00:33:14,920 I said, sure. 945 00:33:14,920 --> 00:33:17,960 And I said, well, I have to change rooms. 946 00:33:17,960 --> 00:33:23,600 And she was, no, you will, you will stay in that room for the entirety of your stay. 947 00:33:23,600 --> 00:33:24,840 And she goes, credit card 90. 948 00:33:24,840 --> 00:33:27,640 And I said, do you need my form, my special discount form? 949 00:33:27,640 --> 00:33:29,800 And she was like, Oh my gosh, yes, please. 950 00:33:29,800 --> 00:33:30,800 Thank you so much. 951 00:33:30,800 --> 00:33:35,280 And at the very end, I'm, because I purposely asked because I want to know her name for 952 00:33:35,280 --> 00:33:36,360 a survey. 953 00:33:36,360 --> 00:33:37,800 Can I get your name? 954 00:33:37,800 --> 00:33:38,800 And I introduced myself. 955 00:33:38,800 --> 00:33:39,800 Hi, my name is Liz. 956 00:33:39,800 --> 00:33:41,800 And I said, can I ask you to lose your voice? 957 00:33:41,800 --> 00:33:43,520 She goes, Oh my God, I'm sorry. 958 00:33:43,520 --> 00:33:44,520 Like yeah, I lost my voice. 959 00:33:44,520 --> 00:33:46,400 I said, do you want some tea? 960 00:33:46,400 --> 00:33:48,000 Like can I get you anything? 961 00:33:48,000 --> 00:33:49,720 Oh my God, you're so sweet. 962 00:33:49,720 --> 00:33:50,720 Stop. 963 00:33:50,720 --> 00:33:52,760 I would have eaten you up and given you half your stuff for free. 964 00:33:52,760 --> 00:33:53,760 I felt so bad. 965 00:33:53,760 --> 00:33:55,280 Well, I mean, I was staying in a discount. 966 00:33:55,280 --> 00:33:59,960 I don't think I could get anything better, but she was just so pleasant and look like 967 00:33:59,960 --> 00:34:01,680 she felt like shit. 968 00:34:01,680 --> 00:34:04,160 And I told her, I was like, can you get out of here early today? 969 00:34:04,160 --> 00:34:06,560 Like you need to go home and rest your voice. 970 00:34:06,560 --> 00:34:07,560 Like all this stuff. 971 00:34:07,560 --> 00:34:12,200 So every time I saw her the whole trip, I was like, Hi Debbie, how are you? 972 00:34:12,200 --> 00:34:13,200 How's your voice? 973 00:34:13,200 --> 00:34:15,240 Oh my God, you're so sweet. 974 00:34:15,240 --> 00:34:16,240 Shout out to Debbie. 975 00:34:16,240 --> 00:34:17,240 Shout out to Debbie. 976 00:34:17,240 --> 00:34:18,240 I love that. 977 00:34:18,240 --> 00:34:21,520 You would think people staying on the associate rate, which I guess a lot of the times it's 978 00:34:21,520 --> 00:34:22,520 not the associate. 979 00:34:22,520 --> 00:34:26,040 They can be some of my worst guests and be the rudest and most entitled. 980 00:34:26,040 --> 00:34:30,000 And when I get someone on an associate rate or even friends and family, that's just pleasant 981 00:34:30,000 --> 00:34:31,840 and kind and just like a human. 982 00:34:31,840 --> 00:34:33,720 I get so excited. 983 00:34:33,720 --> 00:34:39,280 Like I was checking in this one lady and she had, she booked an associate rate and I was 984 00:34:39,280 --> 00:34:40,280 like, Oh, okay. 985 00:34:40,280 --> 00:34:41,280 Do you mind if I get your form? 986 00:34:41,280 --> 00:34:42,280 She said, yes. 987 00:34:42,280 --> 00:34:43,280 She pulls it and she just gives it right to me. 988 00:34:43,280 --> 00:34:45,720 I was like, thank you for having it ready. 989 00:34:45,720 --> 00:34:46,720 She's like, I know. 990 00:34:46,720 --> 00:34:49,400 She's like, I work at a hotel and I just think it's so annoying when I have to like, you 991 00:34:49,400 --> 00:34:52,080 know, they have to email it to me and I have to go and I have to print it. 992 00:34:52,080 --> 00:34:53,680 She's like, so whenever I travel, I try to have it ready. 993 00:34:53,680 --> 00:34:54,680 And I'm like, you know what? 994 00:34:54,680 --> 00:34:55,680 I love you. 995 00:34:55,680 --> 00:34:56,680 I'm like, I'm free parking. 996 00:34:56,680 --> 00:34:59,240 I have mine in a like file folder. 997 00:34:59,240 --> 00:35:00,240 Yeah. 998 00:35:00,240 --> 00:35:04,940 Well, on that form, what is item number one print and bring original form? 999 00:35:04,940 --> 00:35:05,940 I don't know. 1000 00:35:05,940 --> 00:35:06,940 I didn't read it. 1001 00:35:06,940 --> 00:35:07,940 Just printed it. 1002 00:35:07,940 --> 00:35:08,940 Nobody ever does so ever. 1003 00:35:08,940 --> 00:35:13,020 You must present an original printed form at the time of a check-in. 1004 00:35:13,020 --> 00:35:17,240 And we tell people that the person I got the discount from clearly told me that. 1005 00:35:17,240 --> 00:35:18,480 So, right. 1006 00:35:18,480 --> 00:35:22,040 Like I was, I was prepped and ready and I also didn't want to be a nuisance. 1007 00:35:22,040 --> 00:35:26,000 Like I know it's a big deal to get these discounts and like I want to be the ideal 1008 00:35:26,000 --> 00:35:27,000 guest. 1009 00:35:27,000 --> 00:35:28,000 I'm not going to make a freaking peep. 1010 00:35:28,000 --> 00:35:29,000 I'm so proud. 1011 00:35:29,000 --> 00:35:30,000 Yeah. 1012 00:35:30,000 --> 00:35:31,000 Man. 1013 00:35:31,000 --> 00:35:32,000 They grow up so quick. 1014 00:35:32,000 --> 00:35:33,000 I know. 1015 00:35:33,000 --> 00:35:34,500 Thank you for being a good human. 1016 00:35:34,500 --> 00:35:36,400 Everybody out there, take some notes. 1017 00:35:36,400 --> 00:35:37,400 Yeah. 1018 00:35:37,400 --> 00:35:39,880 People who get my form and this is like a whole nother subject. 1019 00:35:39,880 --> 00:35:41,880 That list is so limb. 1020 00:35:41,880 --> 00:35:45,720 Like I don't even trust in my own family with my form. 1021 00:35:45,720 --> 00:35:46,720 I'm not kidding. 1022 00:35:46,720 --> 00:35:49,120 I have siblings. 1023 00:35:49,120 --> 00:35:53,320 I do not trust with the form because it's tied to my job. 1024 00:35:53,320 --> 00:35:54,320 How people behave. 1025 00:35:54,320 --> 00:35:56,320 I can lose my job over. 1026 00:35:56,320 --> 00:35:57,320 Direct reflection on you. 1027 00:35:57,320 --> 00:36:00,960 And I can't tell you how many people I've seen lose their job because either they did 1028 00:36:00,960 --> 00:36:05,240 something stupid or someone whom they're related to that use their form for something stupid. 1029 00:36:05,240 --> 00:36:07,960 And so I have to trust you literally with my job. 1030 00:36:07,960 --> 00:36:12,040 So I can count on one hand how many people I trust to give that form to. 1031 00:36:12,040 --> 00:36:13,040 So. 1032 00:36:13,040 --> 00:36:14,040 Oh my gosh. 1033 00:36:14,040 --> 00:36:15,040 What's a big deal? 1034 00:36:15,040 --> 00:36:16,880 Cause what does the form even say? 1035 00:36:16,880 --> 00:36:18,200 I should, I should read. 1036 00:36:18,200 --> 00:36:19,200 What I'm presenting. 1037 00:36:19,200 --> 00:36:20,200 Yeah. 1038 00:36:20,200 --> 00:36:25,000 I mean, it literally says all of that, that your behavior traveling on that rate on that 1039 00:36:25,000 --> 00:36:30,360 form is a direct reflection of the employee and can impact the employee's employment. 1040 00:36:30,360 --> 00:36:31,360 And I will say this. 1041 00:36:31,360 --> 00:36:35,160 I have a really good friend who's asked me like multiple times for the form and I always 1042 00:36:35,160 --> 00:36:36,840 make up an excuse. 1043 00:36:36,840 --> 00:36:39,960 I like to have a few drinks and maybe sometimes a few too many. 1044 00:36:39,960 --> 00:36:41,640 We are right now. 1045 00:36:41,640 --> 00:36:42,640 Not a few too many. 1046 00:36:42,640 --> 00:36:46,320 And maybe once or twice I've had to be chased and corralled to go back home. 1047 00:36:46,320 --> 00:36:48,000 Like, you know, maybe that was like the weapon. 1048 00:36:48,000 --> 00:36:53,040 But I don't go stay at my brand on my form and do dumb stuff like that. 1049 00:36:53,040 --> 00:36:56,640 I know to do that in the safety of my own home or with my friend. 1050 00:36:56,640 --> 00:36:59,920 Like I just, I know like, okay, nothing to do with work. 1051 00:36:59,920 --> 00:37:02,840 No, I don't like mix work and like fun. 1052 00:37:02,840 --> 00:37:06,480 But so I have some friends who maybe like to go have some fun who I know would have fun 1053 00:37:06,480 --> 00:37:07,480 on my form. 1054 00:37:07,480 --> 00:37:12,560 And I'm like, the website doesn't work, which conveniently it does that a lot. 1055 00:37:12,560 --> 00:37:14,360 But I'm like, Oh, I'm so sorry. 1056 00:37:14,360 --> 00:37:15,840 I'm maxed out on people I can add. 1057 00:37:15,840 --> 00:37:16,840 Oh, I'm sorry. 1058 00:37:16,840 --> 00:37:17,840 I'm sorry. 1059 00:37:17,840 --> 00:37:18,840 It doesn't work. 1060 00:37:18,840 --> 00:37:19,840 And I come up with excuses. 1061 00:37:19,840 --> 00:37:20,840 I'm like, Nope, girl, I don't trust you with my job. 1062 00:37:20,840 --> 00:37:21,840 I'm sorry. 1063 00:37:21,840 --> 00:37:22,840 Yeah. 1064 00:37:22,840 --> 00:37:24,360 Or you could just say like, Oh, I'm looking at rates like not available for. 1065 00:37:24,360 --> 00:37:27,240 No, because some of these people know how to book it. 1066 00:37:27,240 --> 00:37:28,600 And they like know the codes to use. 1067 00:37:28,600 --> 00:37:30,720 And I just have to be like, Oh, sorry, websites down. 1068 00:37:30,720 --> 00:37:31,720 Oh, sorry. 1069 00:37:31,720 --> 00:37:33,240 I've added the max number of people. 1070 00:37:33,240 --> 00:37:35,440 I worked there and they don't know. 1071 00:37:35,440 --> 00:37:39,120 No, hard pass on that same note though. 1072 00:37:39,120 --> 00:37:42,680 And then again, people who are associates will totally understand this who else hates 1073 00:37:42,680 --> 00:37:46,080 and you all can hit the like button wherever you're at and whatever post you're looking 1074 00:37:46,080 --> 00:37:47,080 at right now. 1075 00:37:47,080 --> 00:37:50,520 When somebody asks you for your discount, like messages you out of nowhere. 1076 00:37:50,520 --> 00:37:51,520 What? 1077 00:37:51,520 --> 00:37:52,520 Yeah. 1078 00:37:52,520 --> 00:37:53,520 Not even like a text. 1079 00:37:53,520 --> 00:37:54,520 Okay. 1080 00:37:54,520 --> 00:37:55,520 Cause you haven't talked in so long on social. 1081 00:37:55,520 --> 00:37:56,520 Yeah. 1082 00:37:56,520 --> 00:37:58,520 Like messages you out of nowhere on a social, they're sliding in your DMs. 1083 00:37:58,520 --> 00:38:00,320 Hey, how are you doing? 1084 00:38:00,320 --> 00:38:04,480 And I'm like, um, hi Becky that I haven't talked to since junior year of high school. 1085 00:38:04,480 --> 00:38:05,960 Do you work for X brand? 1086 00:38:05,960 --> 00:38:09,760 Well, they know cause they see it and they go, Oh my God, I just happened to be traveling 1087 00:38:09,760 --> 00:38:10,760 to X state. 1088 00:38:10,760 --> 00:38:11,760 Is there any way? 1089 00:38:11,760 --> 00:38:15,080 And I'm like, go fork yourself. 1090 00:38:15,080 --> 00:38:17,600 But like literally that's happened so many times. 1091 00:38:17,600 --> 00:38:21,760 And so I actually recently stopped putting where I work or even what brand I work at 1092 00:38:21,760 --> 00:38:23,840 cause I'm so sick of people hitting me up for forms. 1093 00:38:23,840 --> 00:38:24,840 Oh wow. 1094 00:38:24,840 --> 00:38:26,340 It's ridiculous. 1095 00:38:26,340 --> 00:38:27,800 Do not hit up miss beef. 1096 00:38:27,800 --> 00:38:31,600 If we don't talk on a reg and I don't like trust you again with my job, don't hit me 1097 00:38:31,600 --> 00:38:32,600 up. 1098 00:38:32,600 --> 00:38:33,600 Do you have people hit you up? 1099 00:38:33,600 --> 00:38:34,600 Oh yeah. 1100 00:38:34,600 --> 00:38:35,600 Oh yeah. 1101 00:38:35,600 --> 00:38:37,600 I have a couple of family members that I will give the form to and that's it. 1102 00:38:37,600 --> 00:38:38,600 Yeah. 1103 00:38:38,600 --> 00:38:39,600 And I've got a bunch of siblings. 1104 00:38:39,600 --> 00:38:40,600 Right. 1105 00:38:40,600 --> 00:38:42,100 I know how to, I know how to book with the code though. 1106 00:38:42,100 --> 00:38:43,600 Yeah, but you don't have the paper. 1107 00:38:43,600 --> 00:38:48,880 No, no, no, but it's helpful even when you're inquiring about booking a vacation or a trip. 1108 00:38:48,880 --> 00:38:49,880 It's helpful. 1109 00:38:49,880 --> 00:38:50,880 Oh no, totally. 1110 00:38:50,880 --> 00:38:51,880 Totally. 1111 00:38:51,880 --> 00:38:52,880 It's the same code. 1112 00:38:52,880 --> 00:38:53,880 It's been the same code for how many years a million. 1113 00:38:53,880 --> 00:38:54,880 Really? 1114 00:38:54,880 --> 00:38:58,400 So lots of people who don't work for the brand know how to book or have told their friends 1115 00:38:58,400 --> 00:38:59,760 like it's out there how to book. 1116 00:38:59,760 --> 00:39:00,760 Okay. 1117 00:39:00,760 --> 00:39:04,880 So let's piggyback on that and loop back to my first rant about people booking like 1118 00:39:04,880 --> 00:39:06,040 on the government rate. 1119 00:39:06,040 --> 00:39:07,040 Okay. 1120 00:39:07,040 --> 00:39:08,040 You can go online. 1121 00:39:08,040 --> 00:39:13,560 You can find blank forms online, but there's numbers in those forms that allow us to 1122 00:39:13,560 --> 00:39:15,480 check the validity of that form. 1123 00:39:15,480 --> 00:39:16,480 Yup. 1124 00:39:16,480 --> 00:39:20,320 It'll kick back to me exactly where that form came from and whether it's valid or not. 1125 00:39:20,320 --> 00:39:21,800 Are you doing that at the time of checking? 1126 00:39:21,800 --> 00:39:22,800 Oh yeah. 1127 00:39:22,800 --> 00:39:23,800 At the time they're presenting their form? 1128 00:39:23,800 --> 00:39:24,800 Oh yeah. 1129 00:39:24,800 --> 00:39:25,800 Yeah. 1130 00:39:25,800 --> 00:39:28,160 Cause like as you're, you know, checking in, I have no idea what you're doing back there 1131 00:39:28,160 --> 00:39:29,160 typing. 1132 00:39:29,160 --> 00:39:30,160 No. 1133 00:39:30,160 --> 00:39:31,160 And that's the way it should be. 1134 00:39:31,160 --> 00:39:32,160 You're just typing away. 1135 00:39:32,160 --> 00:39:35,080 I'm just waiting there with my ID and credit card ready to tell me when to insert my chip. 1136 00:39:35,080 --> 00:39:36,080 Right. 1137 00:39:36,080 --> 00:39:39,720 So we will check the validity of the form. 1138 00:39:39,720 --> 00:39:42,880 And if it's not a good form, I will call you out right there on the spot. 1139 00:39:42,880 --> 00:39:46,480 So that has been happening a lot this summer for us. 1140 00:39:46,480 --> 00:39:47,480 And I'm not kidding. 1141 00:39:47,480 --> 00:39:52,360 Like in the past few weeks, multiple times, my assistant manager is long at catching these 1142 00:39:52,360 --> 00:39:53,360 forms bomb. 1143 00:39:53,360 --> 00:39:57,160 Like you're supposed to be typing in the numbers every single check in, but sometimes, you 1144 00:39:57,160 --> 00:39:59,320 know, the desk agents will get a little behind. 1145 00:39:59,320 --> 00:40:00,520 They're brushing through a check in. 1146 00:40:00,520 --> 00:40:05,360 Like, so they, they make a little stuff and they go and check them later. 1147 00:40:05,360 --> 00:40:08,360 And my assistant manager could spot one from a mile away. 1148 00:40:08,360 --> 00:40:13,200 And so the guest was checking in and they set the form down on the desk and my assistant 1149 00:40:13,200 --> 00:40:16,720 manager kind of just glanced, walked over, looked at the form and she's like, this isn't 1150 00:40:16,720 --> 00:40:17,720 a valid form. 1151 00:40:17,720 --> 00:40:18,720 They're like, what? 1152 00:40:18,720 --> 00:40:21,120 She was like, I mean, we can plug it in right now, but do you want me to plug in the numbers 1153 00:40:21,120 --> 00:40:22,920 to see if it's a valid form? 1154 00:40:22,920 --> 00:40:24,520 Uh, uh, yeah, it is. 1155 00:40:24,520 --> 00:40:26,680 My son gave it to us and she's like, okay. 1156 00:40:26,680 --> 00:40:27,680 She plugged it in. 1157 00:40:27,680 --> 00:40:28,680 She's like, invalid form. 1158 00:40:28,680 --> 00:40:32,400 She thinks, so right now you're in possession of a fraudulent form so I could cancel your 1159 00:40:32,400 --> 00:40:33,400 reservation right now. 1160 00:40:33,400 --> 00:40:36,720 Uh, no, no, no, uh, we didn't know our son gave it to us. 1161 00:40:36,720 --> 00:40:37,720 We didn't know. 1162 00:40:37,720 --> 00:40:41,360 And she's like, okay, well then I'm going to change your rate to a regular rate, but 1163 00:40:41,360 --> 00:40:44,840 be aware that, you know, blah, blah, blah, blah, blah, but so people keep trying to use 1164 00:40:44,840 --> 00:40:45,840 them. 1165 00:40:45,840 --> 00:40:47,920 Do you add notes like into that person's like profile? 1166 00:40:47,920 --> 00:40:51,360 Yeah, but if they have one, yeah, cause the problem is a lot of these don't, they don't 1167 00:40:51,360 --> 00:40:52,360 have memberships. 1168 00:40:52,360 --> 00:40:53,600 They're just booking without a membership. 1169 00:40:53,600 --> 00:40:55,560 So it doesn't follow them to hotel hotel. 1170 00:40:55,560 --> 00:41:00,280 So we've been catching those fraudulent forms and a lot of the times there's like imperfections 1171 00:41:00,280 --> 00:41:02,360 and things that like I look at it a quick glance. 1172 00:41:02,360 --> 00:41:03,360 I don't notice it. 1173 00:41:03,360 --> 00:41:04,360 She noticed it. 1174 00:41:04,360 --> 00:41:05,360 She's like, oh yeah. 1175 00:41:05,360 --> 00:41:06,840 And she explained it to me like what caught her eye immediately. 1176 00:41:06,840 --> 00:41:08,360 She saw the line on the side. 1177 00:41:08,360 --> 00:41:09,840 She's like, it wasn't completely straight. 1178 00:41:09,840 --> 00:41:13,280 It kind of jagged out and then you could see they used white out and then tried to repent 1179 00:41:13,280 --> 00:41:14,600 the line in to make it straight again. 1180 00:41:14,600 --> 00:41:17,360 I was like, how did you see that? 1181 00:41:17,360 --> 00:41:20,840 There are things like a half tone that doesn't photocopy well. 1182 00:41:20,840 --> 00:41:23,840 The font that's used is a proprietary font. 1183 00:41:23,840 --> 00:41:24,840 Of the brand. 1184 00:41:24,840 --> 00:41:25,840 So you can't reproduce it. 1185 00:41:25,840 --> 00:41:31,080 So you can find stuff out there that's marginally close, but the kerning between the letters 1186 00:41:31,080 --> 00:41:32,080 is wrong. 1187 00:41:32,080 --> 00:41:34,000 I'm going to look this up real quick. 1188 00:41:34,000 --> 00:41:38,520 For the fact that they tried to like, you know, run it through a printer. 1189 00:41:38,520 --> 00:41:42,960 So like the font is printed not quite in the right place or it's had a little bit of an 1190 00:41:42,960 --> 00:41:47,480 angle or there's just little quirky things that'll stand out. 1191 00:41:47,480 --> 00:41:50,440 But I do love the look on people's faces when you catch that form. 1192 00:41:50,440 --> 00:41:52,840 In the act is amazing. 1193 00:41:52,840 --> 00:41:56,640 Number one says original must be presented. 1194 00:41:56,640 --> 00:42:01,560 And one of the bogus forms that I've seen doesn't have that as the number one. 1195 00:42:01,560 --> 00:42:03,280 It's got something totally different. 1196 00:42:03,280 --> 00:42:04,280 Like number eight. 1197 00:42:04,280 --> 00:42:07,080 No, it's not even on there about having a printed original form. 1198 00:42:07,080 --> 00:42:12,040 It's like somebody has modified it to not require the printed form. 1199 00:42:12,040 --> 00:42:13,400 Yeah, there's all these. 1200 00:42:13,400 --> 00:42:16,920 I could go on for like a whole episode about all the different things I've seen with fraudulent 1201 00:42:16,920 --> 00:42:18,360 forms and all the ways you can do it. 1202 00:42:18,360 --> 00:42:20,160 Oh yeah, we got a, we got a form number here. 1203 00:42:20,160 --> 00:42:21,160 I'm brilliant. 1204 00:42:21,160 --> 00:42:24,920 I'll just stop it here by saying, guys, don't book rates that you're not eligible for and 1205 00:42:24,920 --> 00:42:25,920 don't make fraudulent forms. 1206 00:42:25,920 --> 00:42:27,720 Cause that's where we started on this. 1207 00:42:27,720 --> 00:42:28,920 Cause you're going to miss fees. 1208 00:42:28,920 --> 00:42:29,920 I'm going to check you in. 1209 00:42:29,920 --> 00:42:32,640 Miss fees going to take you out back and we're going to have a talking. 1210 00:42:32,640 --> 00:42:35,000 I mean, for me, I just prefer to cancel it. 1211 00:42:35,000 --> 00:42:36,000 I know. 1212 00:42:36,000 --> 00:42:37,240 I, you don't want the revenue? 1213 00:42:37,240 --> 00:42:38,240 No. 1214 00:42:38,240 --> 00:42:39,240 Of a regular rate? 1215 00:42:39,240 --> 00:42:40,240 No. 1216 00:42:40,240 --> 00:42:41,240 Okay. 1217 00:42:41,240 --> 00:42:43,320 Well, I just think if they're untrustworthy enough to even do a form, do you want them 1218 00:42:43,320 --> 00:42:44,320 in your hotel? 1219 00:42:44,320 --> 00:42:45,320 Yeah. 1220 00:42:45,320 --> 00:42:48,200 You're, you know, you're going to get a charge back on that payment. 1221 00:42:48,200 --> 00:42:49,200 It's just, it's a mess. 1222 00:42:49,200 --> 00:42:50,200 Oh my God. 1223 00:42:50,200 --> 00:42:52,200 Charge backs is another thing that's been out of control lately. 1224 00:42:52,200 --> 00:42:53,400 It's insane. 1225 00:42:53,400 --> 00:42:59,400 We had, we had one guy that was like $791 or something like that, total charge for his 1226 00:42:59,400 --> 00:43:05,520 room and tax that he disputed with his credit card company claiming not as shown. 1227 00:43:05,520 --> 00:43:06,520 What does that mean? 1228 00:43:06,520 --> 00:43:07,520 What does that mean? 1229 00:43:07,520 --> 00:43:08,520 I don't even know. 1230 00:43:08,520 --> 00:43:11,920 You checked in, you stayed for six nights or no, I'm sorry. 1231 00:43:11,920 --> 00:43:13,440 I think it was five nights. 1232 00:43:13,440 --> 00:43:14,440 Stop. 1233 00:43:14,440 --> 00:43:17,120 You're going to dispute the whole stay for what reason? 1234 00:43:17,120 --> 00:43:18,200 Oh my God. 1235 00:43:18,200 --> 00:43:19,640 We won the charge back challenge. 1236 00:43:19,640 --> 00:43:23,960 I mean, we just, we sent a copy of the folio, a copy of his reservation screenshot, et 1237 00:43:23,960 --> 00:43:24,960 cetera, et cetera. 1238 00:43:24,960 --> 00:43:26,840 It's like, you stayed, you were here. 1239 00:43:26,840 --> 00:43:27,920 Sorry, Charlie. 1240 00:43:27,920 --> 00:43:30,480 So I actually had one recently too. 1241 00:43:30,480 --> 00:43:35,320 This last week, Mr. Smith reached out to me and said that he stayed, but he only had one 1242 00:43:35,320 --> 00:43:37,720 room, but he got receipts for two rooms. 1243 00:43:37,720 --> 00:43:39,600 And I'm like, oh, that's really weird. 1244 00:43:39,600 --> 00:43:42,040 And I was like, and you, you didn't check into both? 1245 00:43:42,040 --> 00:43:44,040 He's like, no, I only checked into one room. 1246 00:43:44,040 --> 00:43:45,640 I was like, wow, they're so odd. 1247 00:43:45,640 --> 00:43:47,360 We'll go ahead and investigate. 1248 00:43:47,360 --> 00:43:50,080 And you know, depending on our findings, I never promise anything because I know how 1249 00:43:50,080 --> 00:43:51,080 this game works. 1250 00:43:51,080 --> 00:43:54,280 I was like, depending on our findings, we'll return this funds to you if, you know, everything 1251 00:43:54,280 --> 00:43:58,120 checks out, okay, and he kept bugging me every single day. 1252 00:43:58,120 --> 00:43:59,480 Like, have you found out yet? 1253 00:43:59,480 --> 00:44:01,440 I'm like, no, we're still investigating. 1254 00:44:01,440 --> 00:44:03,360 I will reach out to you. 1255 00:44:03,360 --> 00:44:07,800 And so finally I get all the findings and I get the housekeeping boards and the housekeeping 1256 00:44:07,800 --> 00:44:12,280 boards reported both rooms as having been vacant dirty, which means they were slept 1257 00:44:12,280 --> 00:44:13,280 in. 1258 00:44:13,280 --> 00:44:14,920 I'm like, okay, but I don't just go off that evidence. 1259 00:44:14,920 --> 00:44:19,960 I then asked for a lock interrogation to see if like, you know, the locks were, and the 1260 00:44:19,960 --> 00:44:25,720 locks were accessed by physical keys, but then my brain's like, well, how did this guy get 1261 00:44:25,720 --> 00:44:27,000 two reservations in his name? 1262 00:44:27,000 --> 00:44:29,800 Like, what if he was telling the truth, you know? 1263 00:44:29,800 --> 00:44:31,560 So I go into the mobile system. 1264 00:44:31,560 --> 00:44:33,360 I run activity reports on that day. 1265 00:44:33,360 --> 00:44:36,280 I see that he mobile checked into both rooms. 1266 00:44:36,280 --> 00:44:37,960 He did it at different times. 1267 00:44:37,960 --> 00:44:41,640 So because he said, I was like, well, did you do mobile check in? 1268 00:44:41,640 --> 00:44:42,880 And he's like, I did. 1269 00:44:42,880 --> 00:44:43,880 I don't really remember doing it. 1270 00:44:43,880 --> 00:44:45,720 I mean, maybe I don't remember checking the two rooms. 1271 00:44:45,720 --> 00:44:46,960 I know I didn't check into two rooms. 1272 00:44:46,960 --> 00:44:50,840 And he's like, I mean, maybe it did like glitch at one point, but I don't know if that would 1273 00:44:50,840 --> 00:44:51,840 have done it. 1274 00:44:51,840 --> 00:44:52,840 So I go and I checked the reports. 1275 00:44:52,840 --> 00:44:55,200 He checked a one room at like nine in the morning. 1276 00:44:55,200 --> 00:44:57,600 And then the other one at like four in the afternoon. 1277 00:44:57,600 --> 00:45:00,600 And then he would receive mobile keys for both. 1278 00:45:00,600 --> 00:45:02,760 So it would show to reservations on there. 1279 00:45:02,760 --> 00:45:06,600 And then the final nail in the coffin for me, I looked at the folios and I looked at 1280 00:45:06,600 --> 00:45:07,600 the room tax. 1281 00:45:07,600 --> 00:45:13,560 He logged into Wi-Fi on both rooms to log into the Wi-Fi and to have a charge to room, 1282 00:45:13,560 --> 00:45:16,560 you have to type in your room number and your last name. 1283 00:45:16,560 --> 00:45:19,000 So he typed in his last name in room number into both rooms. 1284 00:45:19,000 --> 00:45:20,560 They were not on the same floor. 1285 00:45:20,560 --> 00:45:22,680 Like he had to actively go and sign into both. 1286 00:45:22,680 --> 00:45:24,680 Why would you have two separate rooms? 1287 00:45:24,680 --> 00:45:25,840 He was trying to scam. 1288 00:45:25,840 --> 00:45:27,560 But literally did all of this. 1289 00:45:27,560 --> 00:45:28,560 I tried to call him. 1290 00:45:28,560 --> 00:45:29,720 Didn't even have voicemail set up. 1291 00:45:29,720 --> 00:45:30,720 So I sent him an email. 1292 00:45:30,720 --> 00:45:32,200 I was like, I tried to reach out to you. 1293 00:45:32,200 --> 00:45:33,200 This is our findings. 1294 00:45:33,200 --> 00:45:35,480 You know, asking reports of this room locks at this. 1295 00:45:35,480 --> 00:45:38,200 And I, you know, with being brief, not giving away too many details. 1296 00:45:38,200 --> 00:45:40,560 I'm like housekeeping said you were in there. 1297 00:45:40,560 --> 00:45:41,560 Locks were used. 1298 00:45:41,560 --> 00:45:45,080 And you also checked into both reservations at different times. 1299 00:45:45,080 --> 00:45:49,360 You logged onto the Wi-Fi and I said all that, like, due to all of this, you will be charged 1300 00:45:49,360 --> 00:45:50,360 for this two rooms. 1301 00:45:50,360 --> 00:45:52,920 And I said, if you'd like to dispute this further, you're more than happy to talk with 1302 00:45:52,920 --> 00:45:53,920 your financial institution. 1303 00:45:53,920 --> 00:45:57,680 But on our end, the charge stays literally later that day, I get a call from American 1304 00:45:57,680 --> 00:46:01,920 Express and they're like, Oh, this guy's just saying, you know, our customer saying 1305 00:46:01,920 --> 00:46:04,600 XYZ, I told her everything. 1306 00:46:04,600 --> 00:46:06,480 I sent her all the receipts and things. 1307 00:46:06,480 --> 00:46:07,480 And she's like, wow. 1308 00:46:07,480 --> 00:46:10,200 She's like, this guy's really trying to pull one over. 1309 00:46:10,200 --> 00:46:12,200 And the amix that he was shocked. 1310 00:46:12,200 --> 00:46:14,360 And she's like, that's insane. 1311 00:46:14,360 --> 00:46:15,360 He's like, he seems so genuine. 1312 00:46:15,360 --> 00:46:19,040 I was like, I know I talked to him too, but all of this adds up. 1313 00:46:19,040 --> 00:46:21,000 Not all of these things would happen if this was real. 1314 00:46:21,000 --> 00:46:22,920 I just want to know why you had two rooms. 1315 00:46:22,920 --> 00:46:25,240 Probably for friends or who knows? 1316 00:46:25,240 --> 00:46:27,480 I don't, I don't try to understand people nowadays. 1317 00:46:27,480 --> 00:46:30,560 I just know how to catch them for the most part. 1318 00:46:30,560 --> 00:46:32,040 Not a state form apparently. 1319 00:46:32,040 --> 00:46:33,040 Dummy. 1320 00:46:33,040 --> 00:46:35,280 But yeah, so I totally feel you, Bill. 1321 00:46:35,280 --> 00:46:38,880 I'm very sick of people and people can be awful. 1322 00:46:38,880 --> 00:46:40,200 And they're getting worse. 1323 00:46:40,200 --> 00:46:41,200 That's the problem. 1324 00:46:41,200 --> 00:46:42,700 Yeah, they are worse. 1325 00:46:42,700 --> 00:46:48,000 I'm struggling right now with like budgeting for the fitness center project. 1326 00:46:48,000 --> 00:46:54,440 So I tried to order FF&E for the fitness center and my accounting director said, no, that's 1327 00:46:54,440 --> 00:46:57,240 not a capital expenditure that goes into your operating. 1328 00:46:57,240 --> 00:46:59,160 I'm like, but it's part of the project. 1329 00:46:59,160 --> 00:47:01,240 Like I want new stuff for a new facility. 1330 00:47:01,240 --> 00:47:02,240 I want a new trash can. 1331 00:47:02,240 --> 00:47:04,760 Can I buy a new trash can in the capital budget? 1332 00:47:04,760 --> 00:47:05,760 No. 1333 00:47:05,760 --> 00:47:06,760 Operating something else. 1334 00:47:06,760 --> 00:47:07,760 Yeah. 1335 00:47:07,760 --> 00:47:09,080 So how you name it? 1336 00:47:09,080 --> 00:47:10,840 Well, it's more than that though. 1337 00:47:10,840 --> 00:47:15,360 Like with CapEx, you typically have to be above a certain threshold and price, but you 1338 00:47:15,360 --> 00:47:16,360 also need to have- 1339 00:47:16,360 --> 00:47:20,360 But it's the entire project, not each individual freaking invoice. 1340 00:47:20,360 --> 00:47:21,360 Typically, yeah. 1341 00:47:21,360 --> 00:47:22,360 Yeah, it's so big. 1342 00:47:22,360 --> 00:47:23,960 Oh, the project is well over. 1343 00:47:23,960 --> 00:47:25,160 Let me tell you. 1344 00:47:25,160 --> 00:47:26,160 That's funny. 1345 00:47:26,160 --> 00:47:28,440 That's probably why they're pushing it back to operating. 1346 00:47:28,440 --> 00:47:33,800 Our owners gave us a wide budget of eh, in between $500,000 and $2 million. 1347 00:47:33,800 --> 00:47:35,320 I think I'll hit under $2 million. 1348 00:47:35,320 --> 00:47:36,320 It's fine. 1349 00:47:36,320 --> 00:47:38,960 I can't buy $300 of trash cans. 1350 00:47:38,960 --> 00:47:39,960 Come on. 1351 00:47:39,960 --> 00:47:40,960 I'm just picking up things. 1352 00:47:40,960 --> 00:47:45,000 You're buying and trying to explain the counting one while you need it. 1353 00:47:45,000 --> 00:47:49,120 One of my sales managers, you guys remember when I had that convention and she thought 1354 00:47:49,120 --> 00:47:51,920 it would be funny to buy me a pink megaphone? 1355 00:47:51,920 --> 00:47:54,080 Wait, the glitter one or the other one? 1356 00:47:54,080 --> 00:47:57,280 No, I think it was just a bright pink, almost like Barbie looking megaphone. 1357 00:47:57,280 --> 00:47:58,280 No, the cons. 1358 00:47:58,280 --> 00:48:02,360 So the nerd convention, because I was security, she bought me and she thought it'd be hilarious 1359 00:48:02,360 --> 00:48:05,080 to buy me a pink megaphone and I love it. 1360 00:48:05,080 --> 00:48:10,080 When they were putting that in the financials, you know, you have to list everything out 1361 00:48:10,080 --> 00:48:11,080 and put names. 1362 00:48:11,080 --> 00:48:13,920 They knew ownership would lose that if they saw pink megaphone. 1363 00:48:13,920 --> 00:48:18,320 So they named it something like security application device. 1364 00:48:18,320 --> 00:48:24,880 Should we play an excerpt from the megaphone of me testing it at work? 1365 00:48:24,880 --> 00:48:25,880 Yeah. 1366 00:48:25,880 --> 00:48:26,880 Yeah. 1367 00:48:26,880 --> 00:48:27,880 You got to test it out. 1368 00:48:27,880 --> 00:48:28,880 Hold on. 1369 00:48:28,880 --> 00:48:33,000 We need to pause for the research department. 1370 00:48:33,000 --> 00:48:34,000 This one. 1371 00:48:34,000 --> 00:48:35,000 I'm going to pick it up everyone. 1372 00:48:35,000 --> 00:48:36,000 It's time to go home. 1373 00:48:36,000 --> 00:48:37,000 Happy Friday. 1374 00:48:37,000 --> 00:48:38,000 Let's go. 1375 00:48:38,000 --> 00:48:47,880 So that is a miss B in the back offices playing security and telling everyone to go home. 1376 00:48:47,880 --> 00:48:48,880 Yeah. 1377 00:48:48,880 --> 00:48:51,760 With my security application device, definitely wasn't pink. 1378 00:48:51,760 --> 00:48:53,000 Is there any glitter on it? 1379 00:48:53,000 --> 00:48:54,000 No, there wasn't. 1380 00:48:54,000 --> 00:48:55,000 Not yet. 1381 00:48:55,000 --> 00:48:56,000 Not yet. 1382 00:48:56,000 --> 00:48:57,560 That'll be the next expense report. 1383 00:48:57,560 --> 00:48:59,160 Let's do it. 1384 00:48:59,160 --> 00:49:02,280 How do you think you're going to name like, I don't know, glitter decal? 1385 00:49:02,280 --> 00:49:05,720 Dude, I don't know, but they were literally trying to figure out how to name it. 1386 00:49:05,720 --> 00:49:07,960 Stickers needed for front desk. 1387 00:49:07,960 --> 00:49:15,200 Well, Bill, thank you so much tonight for your rant, but I think we all need to wrap 1388 00:49:15,200 --> 00:49:17,800 it up and save some for next time. 1389 00:49:17,800 --> 00:49:18,800 I agree. 1390 00:49:18,800 --> 00:49:19,800 I agree. 1391 00:49:19,800 --> 00:49:22,000 Plus, I'm not going to lie. 1392 00:49:22,000 --> 00:49:24,760 I've had a little too much wine and way too many snickerdoodles. 1393 00:49:24,760 --> 00:49:25,760 The snickerdoodles. 1394 00:49:25,760 --> 00:49:26,760 I only had one. 1395 00:49:26,760 --> 00:49:27,760 You ate the rest. 1396 00:49:27,760 --> 00:49:28,760 I had three. 1397 00:49:28,760 --> 00:49:29,760 But who's counting? 1398 00:49:29,760 --> 00:49:30,760 We're not counting calories here. 1399 00:49:30,760 --> 00:49:33,720 We're using. 1400 00:49:33,720 --> 00:49:37,800 Thank you guys for listening to yet another episode of Tales from the Service Industry. 1401 00:49:37,800 --> 00:49:39,520 Make sure to follow us on social. 1402 00:49:39,520 --> 00:49:44,360 You can find us on Instagram, TikTok, YouTube, at Tales from the Service Industry. 1403 00:49:44,360 --> 00:49:45,680 Just search us in the search bar. 1404 00:49:45,680 --> 00:49:50,920 If you have any stories, feel free to shoot us a DM on any social platform or an email 1405 00:49:50,920 --> 00:49:53,880 at talesfromtheserviceindustry.gmail.com. 1406 00:49:53,880 --> 00:49:58,120 And I have been teasing the fact that not only does that email address kind of suck 1407 00:49:58,120 --> 00:50:02,960 in that it was going to change, but that I've been working on a website or having a guy 1408 00:50:02,960 --> 00:50:06,400 work on a website and that's almost done. 1409 00:50:06,400 --> 00:50:12,280 So I am hoping that by the time this episode is released into the wild that the website 1410 00:50:12,280 --> 00:50:13,280 will be finished. 1411 00:50:13,280 --> 00:50:18,880 So keep an eye on our socials for the link to that new website and our new email address 1412 00:50:18,880 --> 00:50:19,880 to follow. 1413 00:50:19,880 --> 00:50:22,480 We'll leave that as a surprise for now. 1414 00:50:22,480 --> 00:50:25,640 It will be a surprise, but I can tell you it's going to be a whole lot easier than Tales 1415 00:50:25,640 --> 00:50:27,880 from the Service Industry at gmail.com. 1416 00:50:27,880 --> 00:50:28,880 But hey, mouthful. 1417 00:50:28,880 --> 00:50:30,680 Hey, Ann, another promise. 1418 00:50:30,680 --> 00:50:34,680 Why don't we put it in the description as well if we have a new email address? 1419 00:50:34,680 --> 00:50:35,680 We will. 1420 00:50:35,680 --> 00:50:39,600 Once that is finalized, it'll all be put into the description. 1421 00:50:39,600 --> 00:50:40,800 So look at our description. 1422 00:50:40,800 --> 00:50:44,880 Honestly, our descriptions are pretty funny and dope to read. 1423 00:50:44,880 --> 00:50:48,960 So if you're not reading our descriptions, I would honestly go back and read a couple 1424 00:50:48,960 --> 00:50:49,960 episodes. 1425 00:50:49,960 --> 00:50:52,480 Like your favorite episode, I would go and read that description. 1426 00:50:52,480 --> 00:50:56,360 And if you're not reading it, it hurts my feelings because I work hard on those things. 1427 00:50:56,360 --> 00:51:01,320 Do you have any cheese because I still have wine? 1428 00:51:01,320 --> 00:51:03,720 Oh, that was good. 1429 00:51:03,720 --> 00:51:07,200 But anyways, Miss B, thank you for being here. 1430 00:51:07,200 --> 00:51:08,200 Oh, it was a pleasure. 1431 00:51:08,200 --> 00:51:09,200 Thank you for having me. 1432 00:51:09,200 --> 00:51:11,680 Bill, thank you for being a fabulous host for us. 1433 00:51:11,680 --> 00:51:14,080 Liz, thank you for being a fabulous deviant. 1434 00:51:14,080 --> 00:51:16,360 Of course, anytime. 1435 00:51:16,360 --> 00:51:18,720 And we will see you guys in two weeks. 1436 00:51:18,720 --> 00:51:19,720 Bye guys. 1437 00:51:19,720 --> 00:51:33,460 After hardcoreTV, please share your views on my podcast that you tried at your home, 1438 00:51:33,460 --> 00:51:39,700 I made my first ever podcast on YouTube. 1439 00:51:39,700 --> 00:51:48,060 These were only about two months ago.