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Well, let's all take a deep breath and check in for our weekly recorded therapy session.

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Welcome to another episode of Tales from the Service Industry.

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I'm your host.

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I'm Bill.

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Tonight on the mics, we have Liz, Ms. B and Gwen.

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Where we start like in the nitty gritty though, I've missed you guys.

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It has been a couple weeks since we've recorded.

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The listeners will not know that, but.

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We missed you too.

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I'm officially a robot.

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Android.

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Yeah.

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Well, you have a chip in your neck, right?

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Yes.

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Or silicone plastic in my spine.

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Can you charge a credit card with your neck?

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You got microchips.

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Yeah, I am part artificial now.

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I love that.

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So how'd it go?

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Was it okay experience?

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I think we got into it with the listeners of what I think we alluded to.

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I might be gone for a while.

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No, no, we did.

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But turns out I was never gone and I am still very much here.

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She's alive.

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I'm alive.

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So my recovery was shorter than I originally anticipated.

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I got an artificial disc replacement at C5, C6.

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Nice.

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Like I was so elated to be there and I was in such a good spirits.

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Weirdo.

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I have all of the good vibes to everyone I interacted with during the entire process.

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Toxic positivity.

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God.

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We have nauseated.

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We've spoken about this in the past.

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Oh, yes.

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But yes, I was that person.

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You were always that person and it is annoying.

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But yet we love it.

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But imagine interacting with me in your workplace.

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Wouldn't that, maybe not brighten your day, but it most certainly wouldn't make it worse.

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Depends on the day.

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Small doses.

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Yeah.

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I have all of the positivity in this room.

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Yes.

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It's been a week, man.

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And my week started on the weekend.

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So like everyone like on Mondays, like happy Monday.

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I'm like, it's Wednesday.

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It's my Wednesday.

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Yep.

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Yeah.

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Oh yeah.

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By Tuesday morning, I was over the week.

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So over it.

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I was thankful I actually had Wednesday off in the middle of the week to kind of like

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recuperate and get right back at it.

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All right.

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Well, you got a story from the week so far, Bill, who wants to start it?

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How do you want to do this?

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How about we started off with an employee injury?

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Yes.

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We'll just jump into that.

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Both feet.

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Yeah.

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Plunge right in.

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I will say right here, right now for everyone listening, the number one thing that I hate,

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yes, that's hate.

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Sorry, Liz.

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People that need to use sharps and don't handle their sharps correctly.

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Could not agree more.

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Yeah.

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Could not agree more.

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I had an associate get a needle stick this week.

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No.

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What?

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So not like a bad, you know, slice of thumb from a knife.

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No.

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You could poke someone else's needle.

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I would take that.

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Hypodermic syringe.

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Yeah, that's really bad.

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Hypodermic syringe.

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Are there any steps to take after the fact for that?

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Where was said needle, do you think?

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In the room?

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In the sheets.

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In the couch.

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No, no.

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Yes, it was in the room.

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I didn't know how specific we were getting.

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No.

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Towels.

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Ahol threw it in the trash can.

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Motherfucker.

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Oh, sorry.

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Bleat me.

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It's all right.

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Multiple sharps were found in the room afterwards, and the extent of a sharps container that

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he used was those super thin plastic water bottles.

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That's what he was using for a few of his sharps.

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And we found those.

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So he put them in the water bottle.

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Yes.

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Okay.

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He tried.

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No, no, no.

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It's better than some.

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There was only three of them in the water bottle.

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The others were on the desk, in the trash can, and on the dresser.

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What a dick.

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Yes.

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How long was he there for?

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How many sharps were used?

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Or A. Just let's call it an A.

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Yeah.

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Because I'm now tallying at least five.

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One day.

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Wow.

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So the worst part of it is, I'm like, oh, this mother effer.

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I grabbed the phone, pull up his account, and guess what?

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Phone is disconnected.

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Phone number disconnected.

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Email address.

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Bounce right back.

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You got it.

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No rewards number.

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So I can't even try and like track him down another way.

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What booking channel?

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Direct.

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Damn.

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No opportunity.

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So I don't know if he was a drug user or a diabetic.

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Of course.

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Yeah.

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But, you know, and then my associates were panicked.

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I mean.

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And you have to get tested for a long time after.

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Well, tested, treated.

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Yeah.

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There's a whole process to that.

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For any non-hospitality.

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Yeah.

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Or people who aren't familiar with that.

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You're getting tested for HIV.

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You're getting tested for the hepatitis one.

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Yeah.

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The full panel.

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And then you have to go back like, what is it?

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Every six, eight weeks.

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Yeah.

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Something like that.

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To keep getting tested.

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You have to keep getting tested.

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My hub's works in the medical field.

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So yes, I agree that it's also a service industry.

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Fully.

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With all my heart.

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And he had a patient spit in his eye.

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Oh yeah.

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And he had to go through that burial.

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And he had to go through that.

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And he had to go through that.

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And he had to go through that.

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And he had to go through that.

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And he had to go through that.

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And he had to go through that barrage for a while.

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So yeah, I think that was Tuesday.

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That was about when I tapped out for the week.

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Yeah, OK.

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Fair enough.

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Is the employee OK?

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I mean.

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Mentally?

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No.

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Employees are very stressed out.

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Employees are very worried.

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Yeah.

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And very mad.

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Are they coming back to work?

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Yes.

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They're still showing up?

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OK.

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But not mad at you guys though, right?

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No, not mad at us, but still just mad.

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I mean, if using sharps is what keeps you alive and gets you through the day, carry

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your own sharps box.

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Yeah.

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Dispose of them properly.

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And you know what?

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Actually, if you are traveling and you need a sharps box at a hotel, just call.

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We have spare ones available.

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Put them in the right place.

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That's so.

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Because you remember we worked in a hotel together.

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And I never, I didn't have much experience in housekeeping at that point.

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And we're walking rooms.

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And you were the one that like pointed out to me like where different ones could be.

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And I'd never even heard of that before.

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And you know, you're hot spots.

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You taught me about, you know, putting my knee on the sofa and pushing it like that

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to check for sharps on the side.

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Or step on it.

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And you're just shoving my hand in it.

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No, no, no.

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And you told me never do that.

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And you show me how to do it.

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And I'm like, oh.

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And I bet he was so calm too.

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He was.

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He always kept his cool.

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So I saw what you did there.

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Next time.

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Stop.

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So you want to know a messed up fun fact about that hotel and sharps?

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Is that when I first got there, the sharps container we had in housekeeping looked like

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an overstuffed pin cup.

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Oh, no.

222
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There were sharps sticking out of the.

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Oh my God.

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The disposal hole.

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I just imagine like a little styrofoam cup for some reason.

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Pretty much.

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No, no, no.

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I'm talking about like a, I think it's a two gallon sharps box.

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The ones that go on the wall.

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Yeah.

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The red one.

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And there was like.

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But it was very full.

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Yeah.

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There were syringes sticking out of the hole.

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It's like, especially when there's like a, like an embossed line.

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Yeah.

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Around about two and a half inches below the top of the neck.

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Do not fill beyond this point.

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Like a company to get those emptied.

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No.

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So like we would buy a sharps box through HD supply.

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The way it works is you will receive a box.

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You open that box and there's a box in the box.

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Open that box and there's a sharps container in that first or the second box.

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So you discard the first box.

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Cause that's your exterior shipping.

248
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You retain the inner box.

249
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Your sharps box that comes out.

250
00:07:06,680 --> 00:07:09,600
You can then put your full sharps box in.

251
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In the box and mail it somewhere.

252
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Yeah.

253
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So you seal it up in a bag, you tape it up and then you ship it out for medical waste.

254
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And they're not inexpensive.

255
00:07:18,660 --> 00:07:22,480
So like a two gallon sharps box, I think runs about $130.

256
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But that's not just the box.

257
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That's the shipping back and the disposal of the medical waste.

258
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Keeps people from getting stuck.

259
00:07:28,600 --> 00:07:29,600
Yeah.

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Well, not in this situation, clearly.

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00:07:32,880 --> 00:07:38,000
No, but, but if this guy would have called, then we would have just provided a small sharps

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container for him to utilize.

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00:07:39,520 --> 00:07:41,920
We're not going to charge you for it.

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No, you're keeping our staff safe.

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Thank you.

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The doggies don't care.

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They don't care at all.

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Nope.

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Well, okay.

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So one of the rooms that the three of us were at, I think we were all working at the same

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point when the two guys overdosed.

272
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Yep.

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And when they took them out and I've got photos, but they're not like, they'll get flagged

274
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on socials.

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Of course.

276
00:08:00,560 --> 00:08:04,400
But there were close to 30 sharps in the room and they had just gotten out of rehab the

277
00:08:04,400 --> 00:08:05,400
day before.

278
00:08:05,400 --> 00:08:08,640
Wasn't that the room that I walked in with you and you like, you told me not to touch

279
00:08:08,640 --> 00:08:10,640
anything and like, cause I was starting to move.

280
00:08:10,640 --> 00:08:11,960
You're like, don't touch anything.

281
00:08:11,960 --> 00:08:16,320
And you pointed it under the bed and we looked and there was a full needle on the ground

282
00:08:16,320 --> 00:08:18,480
under the bed filled with dark liquid.

283
00:08:18,480 --> 00:08:19,480
Yeah.

284
00:08:19,480 --> 00:08:22,160
So that was like, I don't recall that.

285
00:08:22,160 --> 00:08:24,920
I want to say they were on like the third or fourth floor.

286
00:08:24,920 --> 00:08:29,160
One of the guys literally flatlined in the room, but Narcan brought him back.

287
00:08:29,160 --> 00:08:36,160
Do you guys remember the one where this woman had tried to shoot up while she was driving,

288
00:08:36,160 --> 00:08:37,160
I presume.

289
00:08:37,160 --> 00:08:38,160
Multitasking.

290
00:08:38,160 --> 00:08:45,800
And had passed out amidst exiting the parking structure and her car just went right up against

291
00:08:45,800 --> 00:08:49,280
the wall and she's just passed out in the seat.

292
00:08:49,280 --> 00:08:50,280
No thanks.

293
00:08:50,280 --> 00:08:52,440
Did you see it actively rolling?

294
00:08:52,440 --> 00:08:53,440
Not at that point.

295
00:08:53,440 --> 00:08:58,500
No, I just assumed because when the police got there, like the vehicle was still in drive.

296
00:08:58,500 --> 00:09:01,260
So I can only imagine, like she had to get...

297
00:09:01,260 --> 00:09:02,260
You can deduct.

298
00:09:02,260 --> 00:09:03,260
Yeah.

299
00:09:03,260 --> 00:09:04,260
Damn.

300
00:09:04,260 --> 00:09:05,520
Yeah, that was fun.

301
00:09:05,520 --> 00:09:06,520
No thanks.

302
00:09:06,520 --> 00:09:10,400
My favorite parking structure story at that hotel was the guy that got chased out of there

303
00:09:10,400 --> 00:09:12,480
trying to break into a car.

304
00:09:12,480 --> 00:09:17,120
So he went running out the side exit, tried to jump over the hedge, clipped his foot and

305
00:09:17,120 --> 00:09:19,680
it took him like face first right into the sidewalk.

306
00:09:19,680 --> 00:09:22,400
I remember that one.

307
00:09:22,400 --> 00:09:25,800
I remember the guy that hopped the...

308
00:09:25,800 --> 00:09:29,080
What do they call those concrete barriers in a parking spot?

309
00:09:29,080 --> 00:09:32,120
I know what you're talking about.

310
00:09:32,120 --> 00:09:34,320
To be labeled a nerd, it's called a wheel stop.

311
00:09:34,320 --> 00:09:35,320
Stop.

312
00:09:35,320 --> 00:09:36,320
Of course.

313
00:09:36,320 --> 00:09:37,320
Like a nerd.

314
00:09:37,320 --> 00:09:38,560
Coming in for the kill.

315
00:09:38,560 --> 00:09:40,760
Anyways, I saw it on camera.

316
00:09:40,760 --> 00:09:43,160
Somebody had reported that their vehicle was stolen.

317
00:09:43,160 --> 00:09:45,480
So we were like, check the cameras and he's like, oh yeah, it's between this time, this

318
00:09:45,480 --> 00:09:46,480
time.

319
00:09:46,480 --> 00:09:49,760
We're watching all the cameras and all of a sudden we just see the vehicle quickly back

320
00:09:49,760 --> 00:09:57,440
out, go down all of the levels and then just kept going straight over the wheel stop and

321
00:09:57,440 --> 00:10:01,280
just jumped out right on that main Boulevard and kept going in the vehicle.

322
00:10:01,280 --> 00:10:02,280
The person that stole it?

323
00:10:02,280 --> 00:10:03,280
Yeah.

324
00:10:03,280 --> 00:10:04,280
Yeah.

325
00:10:04,280 --> 00:10:05,280
What kind of vehicle was it?

326
00:10:05,280 --> 00:10:06,280
Big, small?

327
00:10:06,280 --> 00:10:07,800
It was black and it was economic.

328
00:10:07,800 --> 00:10:08,800
Okay, smaller.

329
00:10:08,800 --> 00:10:11,680
And it had a greatly reduced value.

330
00:10:11,680 --> 00:10:12,680
After that.

331
00:10:12,680 --> 00:10:17,480
But I mean, I got to tell you, I drive a very tiny vehicle and I have gone over one wheel

332
00:10:17,480 --> 00:10:24,240
stop in my driving history and it scared me so much.

333
00:10:24,240 --> 00:10:26,040
I thought I broke my car.

334
00:10:26,040 --> 00:10:27,040
I thought I was...

335
00:10:27,040 --> 00:10:28,040
You probably did.

336
00:10:28,040 --> 00:10:29,040
I thought I was done for.

337
00:10:29,040 --> 00:10:32,880
And I had to make the decision because your front wheel goes over it and you're like,

338
00:10:32,880 --> 00:10:34,680
do I keep going?

339
00:10:34,680 --> 00:10:35,840
Do I commit?

340
00:10:35,840 --> 00:10:39,440
Do I keep going in drive or do I reverse?

341
00:10:39,440 --> 00:10:40,440
Yeah.

342
00:10:40,440 --> 00:10:41,440
Do I do more damage?

343
00:10:41,440 --> 00:10:48,960
And in that point I was like, well, my car has more room from the car to ground on the

344
00:10:48,960 --> 00:10:49,960
back.

345
00:10:49,960 --> 00:10:50,960
So I just kept going.

346
00:10:50,960 --> 00:10:51,960
That's what I would do.

347
00:10:51,960 --> 00:10:52,960
I'd commit.

348
00:10:52,960 --> 00:10:53,960
I fully had it.

349
00:10:53,960 --> 00:10:58,600
Well, I committed very slow, but I had to give it some gas to get over the wheel stop.

350
00:10:58,600 --> 00:10:59,880
I'm going to use that term now.

351
00:10:59,880 --> 00:11:00,880
You're welcome.

352
00:11:00,880 --> 00:11:01,880
Add it to my vocabulary.

353
00:11:01,880 --> 00:11:02,880
You're welcome.

354
00:11:02,880 --> 00:11:03,880
Nerds.

355
00:11:03,880 --> 00:11:04,880
But those are scary.

356
00:11:04,880 --> 00:11:07,480
Have you ever gone over one in your car?

357
00:11:07,480 --> 00:11:08,480
Not unintentionally, no.

358
00:11:08,480 --> 00:11:09,480
But intentionally?

359
00:11:09,480 --> 00:11:10,480
Yes.

360
00:11:10,480 --> 00:11:11,480
You've gone over that?

361
00:11:11,480 --> 00:11:12,480
Yeah.

362
00:11:12,480 --> 00:11:13,480
In your car?

363
00:11:13,480 --> 00:11:15,480
Not in my current car, no.

364
00:11:15,480 --> 00:11:17,480
Or was it like a raised vehicle?

365
00:11:17,480 --> 00:11:19,480
No, it was jeeps and trucks.

366
00:11:19,480 --> 00:11:20,480
Oh, okay.

367
00:11:20,480 --> 00:11:21,480
It doesn't count.

368
00:11:21,480 --> 00:11:27,200
If I was driving like a four wheel drive, like lifted, I would be like, yeah, fuck it.

369
00:11:27,200 --> 00:11:28,200
I'm going.

370
00:11:28,200 --> 00:11:29,200
That was a very blanket question.

371
00:11:29,200 --> 00:11:30,200
I'll give it to you.

372
00:11:30,200 --> 00:11:31,200
Yeah.

373
00:11:31,200 --> 00:11:32,200
You weren't...

374
00:11:32,200 --> 00:11:33,200
Thank you.

375
00:11:33,200 --> 00:11:34,480
Gwen, you?

376
00:11:34,480 --> 00:11:35,480
The curbs find me.

377
00:11:35,480 --> 00:11:36,480
Ah, got it.

378
00:11:36,480 --> 00:11:37,480
I'm that person.

379
00:11:37,480 --> 00:11:38,480
Feeels.

380
00:11:38,480 --> 00:11:39,480
Miss me?

381
00:11:39,480 --> 00:11:41,640
They jump out in front of her all the time.

382
00:11:41,640 --> 00:11:43,180
They come out of nowhere.

383
00:11:43,180 --> 00:11:44,680
You've gone over the wheel stop.

384
00:11:44,680 --> 00:11:46,680
I don't know if I've done that.

385
00:11:46,680 --> 00:11:48,720
But you've clipped a few curbs.

386
00:11:48,720 --> 00:11:50,180
Oh, absolutely.

387
00:11:50,180 --> 00:11:52,180
This week probably.

388
00:11:52,180 --> 00:11:53,180
Yeah.

389
00:11:53,180 --> 00:11:54,180
Okay.

390
00:11:54,180 --> 00:11:58,600
And also getting into parking spaces, if it's like a side parking space, I fucking suck

391
00:11:58,600 --> 00:11:59,600
at that.

392
00:11:59,600 --> 00:12:02,840
I get up on that curb and I'm always like, damn it, cursing in my car.

393
00:12:02,840 --> 00:12:07,520
I recently saw you parallel park though, and that was phenomenal.

394
00:12:07,520 --> 00:12:08,760
Sponsored by a backup cam.

395
00:12:08,760 --> 00:12:09,760
Impossible without one.

396
00:12:09,760 --> 00:12:14,520
I have heard you in the past say, I still have trouble even though I have a backup camera.

397
00:12:14,520 --> 00:12:17,520
Oh, absolutely.

398
00:12:17,520 --> 00:12:19,680
Liz may have been there coaching me.

399
00:12:19,680 --> 00:12:20,680
You can go back a little further.

400
00:12:20,680 --> 00:12:21,680
You can go forward.

401
00:12:21,680 --> 00:12:22,680
I was there just cheering her on.

402
00:12:22,680 --> 00:12:23,680
Yeah, good job.

403
00:12:23,680 --> 00:12:26,680
Were you on the sidewalk cheering her on and guiding her in?

404
00:12:26,680 --> 00:12:27,680
At a safe distance.

405
00:12:27,680 --> 00:12:30,680
She was behind her with those like airport fans.

406
00:12:30,680 --> 00:12:33,600
I was a good 12 feet away.

407
00:12:33,600 --> 00:12:36,400
Also my dog was with me and she's very small.

408
00:12:36,400 --> 00:12:40,480
She's very wheel height, if you know what I'm saying.

409
00:12:40,480 --> 00:12:42,840
So I wanted to keep her away from the car too.

410
00:12:42,840 --> 00:12:43,840
Not because of your driving.

411
00:12:43,840 --> 00:12:44,840
I love that.

412
00:12:44,840 --> 00:12:45,840
Maybe because of your driving.

413
00:12:45,840 --> 00:12:46,840
Could have been both.

414
00:12:46,840 --> 00:12:47,840
All right, guys.

415
00:12:47,840 --> 00:12:49,280
Now I have a serious question.

416
00:12:49,280 --> 00:12:52,960
Now this is for someone who's in the hospitality industry.

417
00:12:52,960 --> 00:12:54,180
You'll go last.

418
00:12:54,180 --> 00:12:57,120
But then I want to ask you a question as a mother, because there's a mom here in the

419
00:12:57,120 --> 00:12:58,120
room.

420
00:12:58,120 --> 00:12:59,120
Okay.

421
00:12:59,120 --> 00:13:01,360
So I want to ask you a question as just- As not a mother.

422
00:13:01,360 --> 00:13:04,520
As not a mother and put yourself out of the mind of a hospitality professional.

423
00:13:04,520 --> 00:13:06,080
So just- I'm a normal old gal.

424
00:13:06,080 --> 00:13:07,080
A normal gal.

425
00:13:07,080 --> 00:13:08,080
Okay.

426
00:13:08,080 --> 00:13:12,120
How responsible should a hotel be for let's say you need a pack and play for your kit?

427
00:13:12,120 --> 00:13:14,800
How much should you rely on a hotel to provide that for you?

428
00:13:14,800 --> 00:13:18,960
And what level of responsibility do they have to have one for you when you arrive?

429
00:13:18,960 --> 00:13:19,960
I have pre-questions.

430
00:13:19,960 --> 00:13:20,960
Yeah.

431
00:13:20,960 --> 00:13:22,480
How high of a level is this hotel?

432
00:13:22,480 --> 00:13:24,480
That's a good question.

433
00:13:24,480 --> 00:13:25,480
Definitely a hotel.

434
00:13:25,480 --> 00:13:26,480
Probably mid-scale.

435
00:13:26,480 --> 00:13:27,480
Mid-scale.

436
00:13:27,480 --> 00:13:28,480
Okay.

437
00:13:28,480 --> 00:13:29,480
And mid-scale.

438
00:13:29,480 --> 00:13:32,160
And Devil's Advocate here.

439
00:13:32,160 --> 00:13:34,080
How far have I been traveling?

440
00:13:34,080 --> 00:13:35,080
No idea.

441
00:13:35,080 --> 00:13:36,920
Did I take a plane about- Doesn't matter.

442
00:13:36,920 --> 00:13:38,400
That was going to be a question for me too.

443
00:13:38,400 --> 00:13:39,400
A car?

444
00:13:39,400 --> 00:13:40,400
How are you getting there?

445
00:13:40,400 --> 00:13:41,400
Are you driving in?

446
00:13:41,400 --> 00:13:42,400
Doesn't matter.

447
00:13:42,400 --> 00:13:44,880
How much responsibility does a hotel have to have that for you?

448
00:13:44,880 --> 00:13:45,880
Okay.

449
00:13:45,880 --> 00:13:48,360
If you want to ask a pre-qualifier, did this person call to make sure that they have one?

450
00:13:48,360 --> 00:13:50,000
Yeah, that was another one of my questions.

451
00:13:50,000 --> 00:13:51,000
No.

452
00:13:51,000 --> 00:13:52,000
They did not call?

453
00:13:52,000 --> 00:13:53,000
No.

454
00:13:53,000 --> 00:13:54,000
They did not ask?

455
00:13:54,000 --> 00:13:56,040
They saw on the website that pack and plays are at that hotel.

456
00:13:56,040 --> 00:13:59,520
Available upon request is what they probably saw on a website.

457
00:13:59,520 --> 00:14:02,360
So how responsible should a hotel be to have that?

458
00:14:02,360 --> 00:14:05,880
And if they don't have that, what do you think the hotel should do?

459
00:14:05,880 --> 00:14:11,840
So as a person without child, I honestly think it's kind of 50-50.

460
00:14:11,840 --> 00:14:14,920
The hotel, yes, available upon request.

461
00:14:14,920 --> 00:14:17,640
Just like early check-in, late check-out.

462
00:14:17,640 --> 00:14:18,720
It's kind of the same thing.

463
00:14:18,720 --> 00:14:20,000
It's upon request.

464
00:14:20,000 --> 00:14:25,240
You need to ask the question and the hotel has the right to say, unfortunately we don't

465
00:14:25,240 --> 00:14:26,960
have that available for you.

466
00:14:26,960 --> 00:14:27,960
It's a request.

467
00:14:27,960 --> 00:14:28,960
Sure.

468
00:14:28,960 --> 00:14:33,520
There is all of the big box retailers, you can order one for pickup and you don't even

469
00:14:33,520 --> 00:14:34,520
have to go in the store.

470
00:14:34,520 --> 00:14:35,520
Yeah.

471
00:14:35,520 --> 00:14:39,440
So even if the hotel, or even if the hotel was a jerk and was like, no, we don't, there

472
00:14:39,440 --> 00:14:43,640
are other avenues to get a pack and play for your child.

473
00:14:43,640 --> 00:14:44,640
Okay.

474
00:14:44,640 --> 00:14:45,640
That's a really good point.

475
00:14:45,640 --> 00:14:46,640
Oh, Gwen, here we go.

476
00:14:46,640 --> 00:14:47,640
Thank you.

477
00:14:47,640 --> 00:14:51,000
I was like, Gwen, what are your opinions on this?

478
00:14:51,000 --> 00:14:55,320
I think as a parent it's a hundred percent your responsibility and you can't blame anybody

479
00:14:55,320 --> 00:14:56,960
else for your own shortcomings.

480
00:14:56,960 --> 00:14:57,960
Like...

481
00:14:57,960 --> 00:15:00,480
I do agree.

482
00:15:00,480 --> 00:15:02,160
It's your responsibility.

483
00:15:02,160 --> 00:15:04,320
So wait, let's play devil's advocate.

484
00:15:04,320 --> 00:15:07,600
Let's say you called ahead and you asked us the hotel have pack and plays and they said,

485
00:15:07,600 --> 00:15:08,600
yeah, we have them.

486
00:15:08,600 --> 00:15:14,640
First of all, seeing many pack and plays as a parent, if I'm going to travel with my kid,

487
00:15:14,640 --> 00:15:17,180
which I have done numerous times, it's on me.

488
00:15:17,180 --> 00:15:21,040
Why would I put the responsibility of my child on somebody else?

489
00:15:21,040 --> 00:15:22,040
So absolutely.

490
00:15:22,040 --> 00:15:24,040
I'm off my pedestal.

491
00:15:24,040 --> 00:15:25,040
Sorry.

492
00:15:25,040 --> 00:15:31,600
Now, from a hospitality professional, what responsibility does a hotel have to provide

493
00:15:31,600 --> 00:15:33,000
that to a guest?

494
00:15:33,000 --> 00:15:39,520
A hotel that I worked at that I, this is before all of you, their policy was five cribs or

495
00:15:39,520 --> 00:15:40,520
five pack and plays.

496
00:15:40,520 --> 00:15:44,840
It was a 200 room hotel and it was family oriented.

497
00:15:44,840 --> 00:15:45,960
It didn't go over well.

498
00:15:45,960 --> 00:15:51,600
I'm sure the thing that would irritate me is the number of guests that we would have

499
00:15:51,600 --> 00:15:52,600
that would want multiples.

500
00:15:52,600 --> 00:15:54,020
Oh my God.

501
00:15:54,020 --> 00:15:59,040
Even though we're explaining that we can provide you one and people that would lose their mind

502
00:15:59,040 --> 00:16:01,360
saying, no, I need two or three.

503
00:16:01,360 --> 00:16:04,720
At that point, I just feel like, yeah, that's a, that's a fire safety hazard.

504
00:16:04,720 --> 00:16:07,520
That was the square foot of the room does not allow for that.

505
00:16:07,520 --> 00:16:08,520
Yeah.

506
00:16:08,520 --> 00:16:11,560
And it goes over the same as when you tell people they can't have a roll away bed in

507
00:16:11,560 --> 00:16:15,440
their room with their two queens, you know, so there's that.

508
00:16:15,440 --> 00:16:21,120
And then there was like the disparaging aspect where you provide it and it becomes a service

509
00:16:21,120 --> 00:16:25,120
issue because people have the opinion of, I've got so much better at home.

510
00:16:25,120 --> 00:16:26,800
I can't put my child in this.

511
00:16:26,800 --> 00:16:28,160
I'm not the parent here.

512
00:16:28,160 --> 00:16:30,240
Then there's a target across the street.

513
00:16:30,240 --> 00:16:31,240
Please hustle.

514
00:16:31,240 --> 00:16:32,240
Thank you.

515
00:16:32,240 --> 00:16:33,240
Thank you.

516
00:16:33,240 --> 00:16:34,240
But that's frowned upon.

517
00:16:34,240 --> 00:16:36,400
So I absolutely love and appreciate all your responses.

518
00:16:36,400 --> 00:16:40,100
And I feel like they were all right on the nose for how I personally feel.

519
00:16:40,100 --> 00:16:43,980
So this weekend we had multiple sports groups.

520
00:16:43,980 --> 00:16:44,980
So we had a lot of young kids.

521
00:16:44,980 --> 00:16:45,980
We had a lot of families.

522
00:16:45,980 --> 00:16:51,520
The entire hotel was filled with sports kids and their families and we're varying ages,

523
00:16:51,520 --> 00:16:53,120
varying ages, but mostly younger.

524
00:16:53,120 --> 00:16:55,700
So this was not college age and I'm in high school age.

525
00:16:55,700 --> 00:17:01,360
It's all younger and we have sports groups all the time and I've been there just over

526
00:17:01,360 --> 00:17:02,960
a year now, a year month.

527
00:17:02,960 --> 00:17:08,720
This was the worst sports weekend I've ever experienced, but also my entire team, multiple

528
00:17:08,720 --> 00:17:13,760
team members were brought to tears over the weekend and one person almost quit.

529
00:17:13,760 --> 00:17:14,760
What?

530
00:17:14,760 --> 00:17:15,760
Absolutely.

531
00:17:15,760 --> 00:17:20,120
I've never had such a bad weekend with just horrible, horrible guests and just the level

532
00:17:20,120 --> 00:17:22,740
of entitlement was insane.

533
00:17:22,740 --> 00:17:29,160
But in one particular instance I got called because a lady was losing her damn mind at

534
00:17:29,160 --> 00:17:35,880
the desk, screaming at the desk, banging her fist on the counter because she needed a pack

535
00:17:35,880 --> 00:17:36,880
and play.

536
00:17:36,880 --> 00:17:42,380
And we explained that it is Saturday night, all guests have arrived and we are now out

537
00:17:42,380 --> 00:17:43,800
of pack and plays.

538
00:17:43,800 --> 00:17:45,720
And she said, that is absolutely unacceptable.

539
00:17:45,720 --> 00:17:47,600
Where is my child supposed to sleep?

540
00:17:47,600 --> 00:17:51,580
And the agent very well was like, I'm sorry ma'am, but we have pack and plays, but they

541
00:17:51,580 --> 00:17:53,000
are just all taken this weekend.

542
00:17:53,000 --> 00:17:54,420
It's a holiday weekend.

543
00:17:54,420 --> 00:17:59,540
We ran out, losing her mind, screaming at the agent, demanding to speak to the manager.

544
00:17:59,540 --> 00:18:01,400
The supervisor goes to talk to her.

545
00:18:01,400 --> 00:18:02,800
She belittles him.

546
00:18:02,800 --> 00:18:04,240
She screams at him.

547
00:18:04,240 --> 00:18:06,000
She calls him incompetent.

548
00:18:06,000 --> 00:18:08,340
And then it was like, well, you at least should send me a roll away.

549
00:18:08,340 --> 00:18:10,860
And then he had to tell her we don't have rollaways in our hotel.

550
00:18:10,860 --> 00:18:12,640
She was losing her mind and screaming so bad.

551
00:18:12,640 --> 00:18:19,300
One of the agents actually filmed it and we're not going to share that today, but I got

552
00:18:19,300 --> 00:18:21,960
to hear it because they said, you have to hear this.

553
00:18:21,960 --> 00:18:25,120
And they texted it to me and I was like, that is insane.

554
00:18:25,120 --> 00:18:28,600
I feel like sometimes agents just think like, she's not going to believe how crazy this

555
00:18:28,600 --> 00:18:29,600
lady was.

556
00:18:29,600 --> 00:18:36,800
So they were courted it, like the camera facing up, her screaming at this poor supervisor.

557
00:18:36,800 --> 00:18:39,480
And you could tell he's just starting to break at some point.

558
00:18:39,480 --> 00:18:41,960
And then because she kept asking the same question, like, where's my kid supposed to

559
00:18:41,960 --> 00:18:42,960
sleep?

560
00:18:42,960 --> 00:18:44,520
Where is my kid supposed to sleep?

561
00:18:44,520 --> 00:18:46,000
And he said, I'm not her parent.

562
00:18:46,000 --> 00:18:47,520
That's going to be up to you.

563
00:18:47,520 --> 00:18:49,480
And he's like, this is what we're able to do.

564
00:18:49,480 --> 00:18:53,320
And he's like, I'm happy to provide you extra blankets and pillows, but we do not have any

565
00:18:53,320 --> 00:18:54,440
more cribs.

566
00:18:54,440 --> 00:18:56,080
So the agent calls me freaking out.

567
00:18:56,080 --> 00:18:57,080
She's like, should I go to Target?

568
00:18:57,080 --> 00:18:58,800
Should I pick up a pack and play?

569
00:18:58,800 --> 00:19:00,680
And I said, absolutely not.

570
00:19:00,680 --> 00:19:02,400
Do you know how old the child was?

571
00:19:02,400 --> 00:19:04,080
No, I have no idea.

572
00:19:04,080 --> 00:19:06,160
But by the way, this lady never called.

573
00:19:06,160 --> 00:19:07,200
There's no notes on the reservation.

574
00:19:07,200 --> 00:19:08,680
She never requested a pack and play.

575
00:19:08,680 --> 00:19:13,760
She never told us that request and put one in the room ahead of time.

576
00:19:13,760 --> 00:19:15,200
Yeah, absolutely.

577
00:19:15,200 --> 00:19:17,440
It's like requesting extra pillows or ability.

578
00:19:17,440 --> 00:19:18,440
Yeah.

579
00:19:18,440 --> 00:19:21,560
If you call me, we're going to be checking in later Saturday evening.

580
00:19:21,560 --> 00:19:22,560
We're going to need a pack and play.

581
00:19:22,560 --> 00:19:23,960
Can we have that set in the room before?

582
00:19:23,960 --> 00:19:24,960
Yeah, absolutely.

583
00:19:24,960 --> 00:19:26,400
But there was no calling ahead.

584
00:19:26,400 --> 00:19:28,360
No, she just expected that we would have it.

585
00:19:28,360 --> 00:19:31,160
And it was utterly enraged that we did not have it.

586
00:19:31,160 --> 00:19:34,120
And so I told the agent, no, I don't want you going to Target.

587
00:19:34,120 --> 00:19:35,800
Like one, you're an hourly employee.

588
00:19:35,800 --> 00:19:38,360
You can't be driving up to Target while on the job.

589
00:19:38,360 --> 00:19:39,360
Right.

590
00:19:39,360 --> 00:19:40,680
And spending your own money.

591
00:19:40,680 --> 00:19:45,440
And second, there was that part of me that is you're being so rude and unbelievably abominable

592
00:19:45,440 --> 00:19:46,440
to my staff.

593
00:19:46,440 --> 00:19:48,040
No, you can suck it.

594
00:19:48,040 --> 00:19:49,120
So I was pissed.

595
00:19:49,120 --> 00:19:53,680
I would have maybe told the agent, suggest another hotel for them.

596
00:19:53,680 --> 00:19:55,560
Here's the door.

597
00:19:55,560 --> 00:19:56,560
You know what's funny?

598
00:19:56,560 --> 00:19:57,560
Yeah.

599
00:19:57,560 --> 00:19:58,560
She said, should I say someplace else?

600
00:19:58,560 --> 00:20:00,280
And I told them, I said, tell her, absolutely.

601
00:20:00,280 --> 00:20:01,280
Yes.

602
00:20:01,280 --> 00:20:02,640
Say these are your three options.

603
00:20:02,640 --> 00:20:06,720
Option A, you can stay here and you can go to your room and you can figure out a sleeping

604
00:20:06,720 --> 00:20:07,720
situation.

605
00:20:07,720 --> 00:20:09,920
You can have pillows, blankets, whatever you need to your room.

606
00:20:09,920 --> 00:20:10,920
Yeah.

607
00:20:10,920 --> 00:20:12,440
Option two, you can go to Target or Walmart.

608
00:20:12,440 --> 00:20:13,440
Yes.

609
00:20:13,440 --> 00:20:14,440
Thank you.

610
00:20:14,440 --> 00:20:15,440
And go get a pack and play.

611
00:20:15,440 --> 00:20:16,440
And I told this to the agent on the phone.

612
00:20:16,440 --> 00:20:17,440
I said, I stayed at a hotel.

613
00:20:17,440 --> 00:20:18,440
Well, guess what?

614
00:20:18,440 --> 00:20:19,440
I traveled.

615
00:20:19,440 --> 00:20:21,560
I did not check if they had a pack and play in advance.

616
00:20:21,560 --> 00:20:22,560
I got there.

617
00:20:22,560 --> 00:20:23,560
I said, hey, can I get a pack and play sent to my room?

618
00:20:23,560 --> 00:20:24,560
They said, we don't have any.

619
00:20:24,560 --> 00:20:25,560
I went, oh darn.

620
00:20:25,560 --> 00:20:26,560
I got to go buy one now.

621
00:20:26,560 --> 00:20:29,640
Like at no point does that upset.

622
00:20:29,640 --> 00:20:32,120
That's the same response to have.

623
00:20:32,120 --> 00:20:34,440
At no point was that their responsibility.

624
00:20:34,440 --> 00:20:37,120
The poor person in front of you, the stranger's responsibility.

625
00:20:37,120 --> 00:20:39,000
I'm the child's mother.

626
00:20:39,000 --> 00:20:40,320
I didn't prepare enough in advance.

627
00:20:40,320 --> 00:20:41,320
I didn't make sure those.

628
00:20:41,320 --> 00:20:44,520
And it's like, she has to sleep and I know she won't sleep in a bed next to me.

629
00:20:44,520 --> 00:20:47,120
So I went to Target and I bought a pack and play.

630
00:20:47,120 --> 00:20:51,480
You know, but at no point in my brain did I think it was the hotel's fault.

631
00:20:51,480 --> 00:20:56,440
And so this woman can figure it out, but she still ended up screaming in the lobby for

632
00:20:56,440 --> 00:20:57,440
a long time.

633
00:20:57,440 --> 00:20:59,880
So the option C. Oh, yes.

634
00:20:59,880 --> 00:21:01,580
Option C, GTFO.

635
00:21:01,580 --> 00:21:04,840
You can stay someplace else and we will waive your cancellation fee.

636
00:21:04,840 --> 00:21:05,840
Please.

637
00:21:05,840 --> 00:21:06,840
Yeah.

638
00:21:06,840 --> 00:21:14,400
But she chose hidden option D. Sounds like she needed the D. She really did, man.

639
00:21:14,400 --> 00:21:15,400
That's how the kid.

640
00:21:15,400 --> 00:21:18,320
I was going to say maybe she doesn't need it anymore.

641
00:21:18,320 --> 00:21:19,320
Geez.

642
00:21:19,320 --> 00:21:22,560
Maybe she just doesn't get it anymore because of said child.

643
00:21:22,560 --> 00:21:25,040
Maybe she does because of her monstrous personality.

644
00:21:25,040 --> 00:21:26,040
So named Karen.

645
00:21:26,040 --> 00:21:27,680
Yeah, seriously.

646
00:21:27,680 --> 00:21:32,400
This woman and all the people with this group were this cuckoo for Cocoa Puffs.

647
00:21:32,400 --> 00:21:33,400
She was just one.

648
00:21:33,400 --> 00:21:36,280
So that woman was part of the same sports groups.

649
00:21:36,280 --> 00:21:40,040
And I told you there was multiple sports groups and lots of different teams because they're

650
00:21:40,040 --> 00:21:42,240
all competing and the parents were all competing at the bar.

651
00:21:42,240 --> 00:21:46,640
Oh, you must have seen my recent tick tock.

652
00:21:46,640 --> 00:21:49,640
That's what they do.

653
00:21:49,640 --> 00:21:53,960
So all the parents were a nightmare, but there was one group in particular because you know,

654
00:21:53,960 --> 00:21:58,080
the loudest ones, the ones that are just making hell, we looked up their teams.

655
00:21:58,080 --> 00:22:01,840
They were all on the same team from the same city.

656
00:22:01,840 --> 00:22:02,840
Shocking.

657
00:22:02,840 --> 00:22:05,160
Were they competing at the convention center?

658
00:22:05,160 --> 00:22:09,400
No, no, I would be like, there's a giant sports park out there.

659
00:22:09,400 --> 00:22:10,600
Yeah, there's a big sports park.

660
00:22:10,600 --> 00:22:11,880
I'm so like sports neurotic.

661
00:22:11,880 --> 00:22:13,960
I'd be like, oh, how are you doing guys?

662
00:22:13,960 --> 00:22:14,960
This is a personal connection.

663
00:22:14,960 --> 00:22:19,720
The team was praying they were losing because then they fork and leave.

664
00:22:19,720 --> 00:22:20,720
Oh yeah.

665
00:22:20,720 --> 00:22:21,960
And if they win, they keep staying.

666
00:22:21,960 --> 00:22:23,240
Oh, your team was praying.

667
00:22:23,240 --> 00:22:29,200
Oh, my team was praying for big fat losses because if you win, you're typically like

668
00:22:29,200 --> 00:22:31,040
the last to play in tournament.

669
00:22:31,040 --> 00:22:35,760
So I have an excerpt from my supervisor's M.O.D. email.

670
00:22:35,760 --> 00:22:37,560
Oh, love this.

671
00:22:37,560 --> 00:22:39,080
Rambunctious group.

672
00:22:39,080 --> 00:22:40,440
Quote unquote.

673
00:22:40,440 --> 00:22:42,920
So let me start off by saying this.

674
00:22:42,920 --> 00:22:48,360
I believe the team has handled this group and weekend exceptionally well.

675
00:22:48,360 --> 00:22:53,840
The soccer, hockey, lacrosse, badminton, or whatever the hell sports parents and children

676
00:22:53,840 --> 00:22:55,800
have been absolutely terrible.

677
00:22:55,800 --> 00:22:58,240
Not all, but for sure 98%.

678
00:22:58,240 --> 00:23:04,120
The parents have been extremely intoxicated, demanding and incredibly rude while the children

679
00:23:04,120 --> 00:23:09,120
have been making their hotel, their personal McDonald's playhouse and kicking on guest

680
00:23:09,120 --> 00:23:12,800
doors like common hoodlums from a Charles Dickens novel.

681
00:23:12,800 --> 00:23:15,040
Has he never worked in a hotel before?

682
00:23:15,040 --> 00:23:17,120
But this is just normal for sports teams.

683
00:23:17,120 --> 00:23:19,200
Yeah, this is normal.

684
00:23:19,200 --> 00:23:23,000
He's clearly taking creative writing classes.

685
00:23:23,000 --> 00:23:29,200
In the hospitality justice system, these guests are represented by two separate but equal

686
00:23:29,200 --> 00:23:34,080
groups who investigate the plants and the hotel service agents who are specially trained

687
00:23:34,080 --> 00:23:35,260
to fix the complaints.

688
00:23:35,260 --> 00:23:36,260
These are their stories.

689
00:23:36,260 --> 00:23:37,260
Dun dun dun.

690
00:23:37,260 --> 00:23:38,260
No.

691
00:23:38,260 --> 00:23:39,260
Wait, wait, wait.

692
00:23:39,260 --> 00:23:42,080
Was the whole email like.

693
00:23:42,080 --> 00:23:43,560
And then it goes on for pages.

694
00:23:43,560 --> 00:23:44,560
So that was the beginning.

695
00:23:44,560 --> 00:23:46,120
And he's saying this is their stories.

696
00:23:46,120 --> 00:23:47,120
These are their stories.

697
00:23:47,120 --> 00:23:50,240
And the pages of incidents and issues.

698
00:23:50,240 --> 00:23:52,240
The names have been changed to protect.

699
00:23:52,240 --> 00:23:54,040
I love that.

700
00:23:54,040 --> 00:23:57,360
I peed laughing so hard at this email and every.

701
00:23:57,360 --> 00:23:59,040
Can I reread it a little bit?

702
00:23:59,040 --> 00:24:00,040
Yes.

703
00:24:00,040 --> 00:24:01,040
Wait.

704
00:24:01,040 --> 00:24:02,040
You know what this is?

705
00:24:02,040 --> 00:24:06,760
This is this is somebody that is at that point where they're either going to quit.

706
00:24:06,760 --> 00:24:07,760
Yes.

707
00:24:07,760 --> 00:24:12,480
Or they have to embrace it, lean into the insanity and try and have some fun with it.

708
00:24:12,480 --> 00:24:16,680
Oh, but no, everyone's passons were basically like, F these kids.

709
00:24:16,680 --> 00:24:18,160
This is insane.

710
00:24:18,160 --> 00:24:20,560
And then the gifts and the memes started.

711
00:24:20,560 --> 00:24:22,600
That was the worst weekend ever.

712
00:24:22,600 --> 00:24:24,880
And I have more stories.

713
00:24:24,880 --> 00:24:25,960
That was just one.

714
00:24:25,960 --> 00:24:29,680
So OK, I have a question for you on this.

715
00:24:29,680 --> 00:24:33,360
Has all of this been relayed back to the salesperson that booked it?

716
00:24:33,360 --> 00:24:34,360
Oh, yeah.

717
00:24:34,360 --> 00:24:36,640
During stand up on Monday morning, we were all beat.

718
00:24:36,640 --> 00:24:37,640
You know what I mean?

719
00:24:37,640 --> 00:24:41,340
Like it's like you got taken out back and literally beat up and you come to stand up

720
00:24:41,340 --> 00:24:42,340
Monday morning.

721
00:24:42,340 --> 00:24:46,520
You're like, we've made it like almost delusional and like we survived.

722
00:24:46,520 --> 00:24:50,120
We go around and my boss was fully like, you know, you go.

723
00:24:50,120 --> 00:24:51,800
It's been a really hard weekend.

724
00:24:51,800 --> 00:24:54,140
Everyone came together like kind of like that.

725
00:24:54,140 --> 00:24:56,400
The sales manager took it personally.

726
00:24:56,400 --> 00:24:58,400
So what did you do to protect us then?

727
00:24:58,400 --> 00:25:01,320
If you warned us, what did you do to protect us?

728
00:25:01,320 --> 00:25:06,120
Her who, you know, was out all weekend, the ops team is sitting there looking at her.

729
00:25:06,120 --> 00:25:07,440
Are you working kidding?

730
00:25:07,440 --> 00:25:11,800
And so it went around and all the ops managers just like were trying not to say anything,

731
00:25:11,800 --> 00:25:13,200
but they were pissed.

732
00:25:13,200 --> 00:25:16,620
So it got to me and you guys know I have a hard time keeping my mouth shut.

733
00:25:16,620 --> 00:25:17,620
What filter?

734
00:25:17,620 --> 00:25:18,620
What?

735
00:25:18,620 --> 00:25:23,360
I just held it and I said, yes, thank you by the way for warning us how busy it was

736
00:25:23,360 --> 00:25:24,360
going to be.

737
00:25:24,360 --> 00:25:29,480
But despite that, no amount of preparation could have ever prepared anyone for the level

738
00:25:29,480 --> 00:25:32,040
of nasty that these humans were.

739
00:25:32,040 --> 00:25:34,480
Our team dealt with it in an amazing way.

740
00:25:34,480 --> 00:25:39,480
Sure there's always something we can do better next time, but busy does not mean these guests

741
00:25:39,480 --> 00:25:42,240
are going to treat our team the way they did.

742
00:25:42,240 --> 00:25:46,340
And she just like, make it clear that that group was not welcome back.

743
00:25:46,340 --> 00:25:47,600
Is that your decision to make though?

744
00:25:47,600 --> 00:25:48,600
Sorry.

745
00:25:48,600 --> 00:25:49,600
Okay.

746
00:25:49,600 --> 00:25:52,460
As much as I want to say, Beverly Hills is banned from our property.

747
00:25:52,460 --> 00:25:53,460
It's not mine.

748
00:25:53,460 --> 00:25:55,480
I think you're sold out for their next weekend.

749
00:25:55,480 --> 00:25:56,480
They want a book.

750
00:25:56,480 --> 00:25:57,480
Seriously.

751
00:25:57,480 --> 00:25:59,800
But the problem is I would disagree with you on that.

752
00:25:59,800 --> 00:26:00,800
Really?

753
00:26:00,800 --> 00:26:01,800
I would be honest with them.

754
00:26:01,800 --> 00:26:05,960
Your salesperson should go back to them, let them know that their behavior was unacceptable.

755
00:26:05,960 --> 00:26:06,960
This is why.

756
00:26:06,960 --> 00:26:08,040
Here are the reasons.

757
00:26:08,040 --> 00:26:09,440
It's very clear cut.

758
00:26:09,440 --> 00:26:12,980
As much as we appreciate your business this year, I need to let you know that we will

759
00:26:12,980 --> 00:26:15,760
not be accepting your contract on future stays.

760
00:26:15,760 --> 00:26:16,760
Period.

761
00:26:16,760 --> 00:26:17,760
And this is why.

762
00:26:17,760 --> 00:26:18,760
Yeah.

763
00:26:18,760 --> 00:26:19,760
Yeah.

764
00:26:19,760 --> 00:26:23,880
If you do not do that, not only are you doing a disservice to your entire team, but you're

765
00:26:23,880 --> 00:26:27,440
actually doing a disservice to every other hotel that they may very well go to.

766
00:26:27,440 --> 00:26:28,440
You're fueling the beast.

767
00:26:28,440 --> 00:26:31,280
And the other guests in your hotel as well.

768
00:26:31,280 --> 00:26:33,760
They have to deal with all the noise and the key.

769
00:26:33,760 --> 00:26:34,760
Oh yeah.

770
00:26:34,760 --> 00:26:35,760
I'm going to say that.

771
00:26:35,760 --> 00:26:36,760
What are the other guests up to say?

772
00:26:36,760 --> 00:26:37,760
Okay.

773
00:26:37,760 --> 00:26:38,760
But here's the problem with all of this.

774
00:26:38,760 --> 00:26:42,760
And for folks that are in sales that listen to the show, I apologize in advance.

775
00:26:42,760 --> 00:26:46,760
But we've joked about it in the past and I will forever joke about it in the future,

776
00:26:46,760 --> 00:26:50,080
that sales sells the dream and ops lives the nightmare.

777
00:26:50,080 --> 00:26:51,080
I knew it.

778
00:26:51,080 --> 00:26:55,880
This entire time I've been trying to think of that phrase because I'm like, this is it.

779
00:26:55,880 --> 00:26:56,880
This is it.

780
00:26:56,880 --> 00:27:01,160
And look, I understand that it rubs every single salesperson the wrong way.

781
00:27:01,160 --> 00:27:06,760
We'll loop back to this, but we had a salesperson that I said that to that lost her ish.

782
00:27:06,760 --> 00:27:09,040
So we'll loop back to that at some point.

783
00:27:09,040 --> 00:27:10,040
But here's the problem.

784
00:27:10,040 --> 00:27:11,040
Musical instruments.

785
00:27:11,040 --> 00:27:12,040
Musical instruments?

786
00:27:12,040 --> 00:27:13,040
We talked about this.

787
00:27:13,040 --> 00:27:18,840
Remember that one salesperson we took on a group that makes medical instruments and she

788
00:27:18,840 --> 00:27:21,280
swore by the life of her they were bringing in musical instruments.

789
00:27:21,280 --> 00:27:23,400
And I said, I have a friend that works for my company.

790
00:27:23,400 --> 00:27:24,600
I'm pretty sure it's not musical.

791
00:27:24,600 --> 00:27:26,560
She's like, yes, it is.

792
00:27:26,560 --> 00:27:28,560
And then they were making all these plans for noise.

793
00:27:28,560 --> 00:27:29,560
Is this the same one that we're thinking about?

794
00:27:29,560 --> 00:27:31,040
But you told the story.

795
00:27:31,040 --> 00:27:32,040
Yeah, I did.

796
00:27:32,040 --> 00:27:33,040
Oh yeah.

797
00:27:33,040 --> 00:27:34,040
Oh, that wasn't the one I was thinking.

798
00:27:34,040 --> 00:27:35,040
Oh.

799
00:27:35,040 --> 00:27:36,040
Oh, you were thinking of the furries?

800
00:27:36,040 --> 00:27:37,040
Yes.

801
00:27:37,040 --> 00:27:38,040
Yeah, I was thinking that too.

802
00:27:38,040 --> 00:27:39,040
Anyway.

803
00:27:39,040 --> 00:27:40,040
Anywho's the.

804
00:27:40,040 --> 00:27:45,080
So here's the problem, and I hate to sound callous about it, but they're looking at their

805
00:27:45,080 --> 00:27:46,080
sales goals.

806
00:27:46,080 --> 00:27:47,080
Yeah.

807
00:27:47,080 --> 00:27:48,080
Do they get their bonus?

808
00:27:48,080 --> 00:27:49,080
They're looking at the numbers.

809
00:27:49,080 --> 00:27:54,360
In large part, that allure of I can bring in a single group for 15 rooms, 20 rooms, whatever

810
00:27:54,360 --> 00:27:58,360
it is at X rate, you know, 20% of my monthly requirement.

811
00:27:58,360 --> 00:27:59,360
Boom.

812
00:27:59,360 --> 00:28:00,360
Yeah.

813
00:28:00,360 --> 00:28:02,240
That's really tough for people to pass up.

814
00:28:02,240 --> 00:28:06,520
But when it comes down to the bad behavior where you have such an impact to your team,

815
00:28:06,520 --> 00:28:09,320
you've got an impact to the rest of the guests at the hotel.

816
00:28:09,320 --> 00:28:10,320
You have an impact to the hotel.

817
00:28:10,320 --> 00:28:12,600
I mean, I would be interested to know what your.

818
00:28:12,600 --> 00:28:13,600
Oh guys.

819
00:28:13,600 --> 00:28:15,200
Compensation and damages and everything.

820
00:28:15,200 --> 00:28:16,200
It goes on.

821
00:28:16,200 --> 00:28:24,120
But besides the fact of just bad, bad behavior, plus this group incessantly drank in the lobby

822
00:28:24,120 --> 00:28:25,600
their own alcohol.

823
00:28:25,600 --> 00:28:27,000
Oh no.

824
00:28:27,000 --> 00:28:28,000
Oh yeah.

825
00:28:28,000 --> 00:28:33,160
And my security was acting like a freaking principal being like, you can't drink that.

826
00:28:33,160 --> 00:28:34,240
You need to go out to your room.

827
00:28:34,240 --> 00:28:35,240
Like acting like that.

828
00:28:35,240 --> 00:28:36,240
And the parents were.

829
00:28:36,240 --> 00:28:37,240
They were being authoritative though?

830
00:28:37,240 --> 00:28:38,240
Yeah.

831
00:28:38,240 --> 00:28:39,720
And they were hiding it.

832
00:28:39,720 --> 00:28:42,320
At one point my security officer walked outside.

833
00:28:42,320 --> 00:28:46,600
She was pouring a bottle of wine into a Stanley and he looked at her.

834
00:28:46,600 --> 00:28:50,360
She looked at him and she's like, well, and he's like, no, up to your room.

835
00:28:50,360 --> 00:28:51,360
Dump it.

836
00:28:51,360 --> 00:28:55,520
Like literally being authoritative and they're sneaking it in like red solo cups.

837
00:28:55,520 --> 00:28:58,040
And he's like, nope, no solo cups in the lobby.

838
00:28:58,040 --> 00:29:00,920
Sneaking in red solo is not literally.

839
00:29:00,920 --> 00:29:03,440
And we're like, if you don't sell it in this restaurant, you're not allowed to consume

840
00:29:03,440 --> 00:29:04,440
it.

841
00:29:04,440 --> 00:29:07,000
But they were blatantly disrespectful and ignored it.

842
00:29:07,000 --> 00:29:08,860
At one point everyone's doing it.

843
00:29:08,860 --> 00:29:11,460
He's told everyone to stop and they're refusing to.

844
00:29:11,460 --> 00:29:13,200
People were trying to slip him money.

845
00:29:13,200 --> 00:29:14,880
They were like, can you just not.

846
00:29:14,880 --> 00:29:17,520
They were bribing him to not.

847
00:29:17,520 --> 00:29:19,060
And he's like, no.

848
00:29:19,060 --> 00:29:21,120
Did your salespeople include a behavior contract?

849
00:29:21,120 --> 00:29:23,720
I guarantee they probably did that.

850
00:29:23,720 --> 00:29:26,480
Like you guys do pre arrival drop letters?

851
00:29:26,480 --> 00:29:27,480
No.

852
00:29:27,480 --> 00:29:28,480
Well, okay.

853
00:29:28,480 --> 00:29:30,040
Keep in mind we have sports teams all the time.

854
00:29:30,040 --> 00:29:31,800
This has never been a thing like this.

855
00:29:31,800 --> 00:29:32,800
So if you have a parents.

856
00:29:32,800 --> 00:29:35,200
I mean all the time you should have that.

857
00:29:35,200 --> 00:29:36,200
We've never had an issue.

858
00:29:36,200 --> 00:29:39,000
Parents always get rowdy, but you have to.

859
00:29:39,000 --> 00:29:40,000
Not that rowdy.

860
00:29:40,000 --> 00:29:45,200
But I mean, I played sports my entire life and we had a group of parents at one point

861
00:29:45,200 --> 00:29:49,680
they were the rowdy people, but they always did it in a respectful way.

862
00:29:49,680 --> 00:29:51,480
Did they sneak alcohol down to the lobby?

863
00:29:51,480 --> 00:29:52,480
Yeah, they did.

864
00:29:52,480 --> 00:29:53,480
I'm sorry I would.

865
00:29:53,480 --> 00:29:54,480
I'm a responsible parent.

866
00:29:54,480 --> 00:30:00,520
But they were also consuming enough from the hotel bar that it wasn't as obvious.

867
00:30:00,520 --> 00:30:05,080
I've got one story in particular from like a national tournament.

868
00:30:05,080 --> 00:30:09,440
We had parents bring a margarita machine and they set it up down by the pool.

869
00:30:09,440 --> 00:30:11,440
Yes, I lived for that.

870
00:30:11,440 --> 00:30:13,280
That's where my story was going next.

871
00:30:13,280 --> 00:30:14,280
Shut up!

872
00:30:14,280 --> 00:30:15,280
No.

873
00:30:15,280 --> 00:30:16,280
Sorry.

874
00:30:16,280 --> 00:30:17,280
They brought a margarita machine?

875
00:30:17,280 --> 00:30:19,480
Brought a blender down to the bar.

876
00:30:19,480 --> 00:30:20,480
No, no, no.

877
00:30:20,480 --> 00:30:22,480
I'm talking about a commercial margarita machine.

878
00:30:22,480 --> 00:30:23,480
Oh my God.

879
00:30:23,480 --> 00:30:27,600
No, she brought a blender down and was told to take it upstairs.

880
00:30:27,600 --> 00:30:31,300
Like they were throwing grown adult tantrums trying to do all this in the lobby.

881
00:30:31,300 --> 00:30:36,000
And at one point, so this is Saturday night, it's just getting out of hand.

882
00:30:36,000 --> 00:30:38,480
And there's other guests trying to come in to enjoy the bar.

883
00:30:38,480 --> 00:30:41,840
They've taken all the chairs out of the bar into the common lobby area.

884
00:30:41,840 --> 00:30:44,120
The bar supervisor is being like, you can't do that.

885
00:30:44,120 --> 00:30:45,200
This is part of the bar.

886
00:30:45,200 --> 00:30:47,280
This is for paying patrons who are sitting at the bar.

887
00:30:47,280 --> 00:30:48,280
That's so funny.

888
00:30:48,280 --> 00:30:50,040
Then it's like 10 o'clock at night.

889
00:30:50,040 --> 00:30:54,200
They're coming over and asking for cups because they're pouring their own drinks.

890
00:30:54,200 --> 00:30:55,600
And they give in a few.

891
00:30:55,600 --> 00:30:56,600
They're like, oh my God.

892
00:30:56,600 --> 00:30:57,600
I have a water cup.

893
00:30:57,600 --> 00:30:59,680
My kid just needs a cup for some water.

894
00:30:59,680 --> 00:31:00,680
And they're like, okay.

895
00:31:00,680 --> 00:31:01,680
Oh, can I have two more?

896
00:31:01,680 --> 00:31:02,680
There are kids.

897
00:31:02,680 --> 00:31:03,680
And then they keep getting cups.

898
00:31:03,680 --> 00:31:05,360
At one point, the bar supervisor was like, no, we're done.

899
00:31:05,360 --> 00:31:07,560
Say, unless you guys are going to purchase something, there's no more cups.

900
00:31:07,560 --> 00:31:08,560
And she's like, really?

901
00:31:08,560 --> 00:31:10,200
You're going to deprive me of a cup for my daughter?

902
00:31:10,200 --> 00:31:13,880
I'm like, ma'am, I can see the blender over there.

903
00:31:13,880 --> 00:31:14,880
And I know.

904
00:31:14,880 --> 00:31:18,360
And I was like, you are consuming alcohol that's not purchased from here, which by the

905
00:31:18,360 --> 00:31:19,480
way, you're not allowed to do.

906
00:31:19,480 --> 00:31:21,120
You can't take any more cups.

907
00:31:21,120 --> 00:31:26,000
And then there was an incident, which I will read about shortly, but it was so out of hand

908
00:31:26,000 --> 00:31:28,080
and everyone was just trying to rein it in.

909
00:31:28,080 --> 00:31:31,880
But these parents just took no for an answer to the fact that they're calling in finally

910
00:31:31,880 --> 00:31:32,880
at 11 o'clock at night.

911
00:31:32,880 --> 00:31:36,920
The GM is saying, call the police to come in to handle this situation.

912
00:31:36,920 --> 00:31:39,880
And so the security guard came in and said, you guys have refused to listen to anything.

913
00:31:39,880 --> 00:31:41,660
I've said it is now 11 o'clock at night.

914
00:31:41,660 --> 00:31:42,920
The police are on their way.

915
00:31:42,920 --> 00:31:47,120
So whoever would like to stay here and get arrested for public intoxication by all means.

916
00:31:47,120 --> 00:31:50,040
Otherwise, if you want to disperse up to your rooms, this restaurant is closed and anyone

917
00:31:50,040 --> 00:31:52,040
who continues to stay here will be trespassing.

918
00:31:52,040 --> 00:31:53,680
And then they started to disperse.

919
00:31:53,680 --> 00:31:56,920
See, honestly, I wouldn't even have told them the cops are on the way.

920
00:31:56,920 --> 00:31:58,160
They wouldn't have listened otherwise.

921
00:31:58,160 --> 00:32:00,120
No, I would have waited until the cops showed up.

922
00:32:00,120 --> 00:32:01,640
Oh, I was like, they wouldn't have listened.

923
00:32:01,640 --> 00:32:04,360
No, I would have just waited for the cops to show up.

924
00:32:04,360 --> 00:32:06,680
You play stupid games, you earn stupid prizes.

925
00:32:06,680 --> 00:32:07,680
Yeah, I'm sorry.

926
00:32:07,680 --> 00:32:08,680
I was there.

927
00:32:08,680 --> 00:32:10,440
Well, and here's the other aspect.

928
00:32:10,440 --> 00:32:11,440
How many rooms are you talking?

929
00:32:11,440 --> 00:32:12,440
20 rooms?

930
00:32:12,440 --> 00:32:14,200
See, for how many nights?

931
00:32:14,200 --> 00:32:15,200
Three to four.

932
00:32:15,200 --> 00:32:19,400
The last time I had to have a conversation with a guest that was being obnoxious, I laid

933
00:32:19,400 --> 00:32:20,560
it out as such.

934
00:32:20,560 --> 00:32:24,160
And that is that I've got 160 some rooms at this hotel.

935
00:32:24,160 --> 00:32:26,300
You are one room causing problems.

936
00:32:26,300 --> 00:32:29,400
Do I A, ask you to stop your behavior?

937
00:32:29,400 --> 00:32:34,200
And if you don't, I ask you to leave or B, allow you to stay and piss off everybody around

938
00:32:34,200 --> 00:32:35,200
you?

939
00:32:35,200 --> 00:32:36,200
Yeah.

940
00:32:36,200 --> 00:32:37,200
I wish you were my DM.

941
00:32:37,200 --> 00:32:38,200
I just don't put up with it.

942
00:32:38,200 --> 00:32:40,200
I know I miss working together sometimes.

943
00:32:40,200 --> 00:32:42,460
It's just nonsense.

944
00:32:42,460 --> 00:32:44,040
But you put it like so eloquently.

945
00:32:44,040 --> 00:32:45,040
I know.

946
00:32:45,040 --> 00:32:46,040
Yeah.

947
00:32:46,040 --> 00:32:52,080
But for any of the parents out there listening that have young children that are a part of

948
00:32:52,080 --> 00:32:53,080
these teams.

949
00:32:53,080 --> 00:32:54,080
Traveling sports teams.

950
00:32:54,080 --> 00:32:55,080
Yep.

951
00:32:55,080 --> 00:32:58,000
Traveling sports teams for anything large groups with a lot of children.

952
00:32:58,000 --> 00:33:00,960
Do you know how you get away from this?

953
00:33:00,960 --> 00:33:06,640
You have one person that is willing to pay for a suite.

954
00:33:06,640 --> 00:33:08,720
So it is a large room and that's the party room.

955
00:33:08,720 --> 00:33:09,720
Well, we're no party hotel.

956
00:33:09,720 --> 00:33:11,400
We're gonna shut you down.

957
00:33:11,400 --> 00:33:12,400
No for sure.

958
00:33:12,400 --> 00:33:15,280
But that's what I have done now.

959
00:33:15,280 --> 00:33:19,480
It's like if I'm ever traveling in large groups, we designate a room.

960
00:33:19,480 --> 00:33:22,440
We don't get, by no means do I get rowdy.

961
00:33:22,440 --> 00:33:24,000
Like let's be real.

962
00:33:24,000 --> 00:33:27,440
I've been in my like prime time coaching water polo.

963
00:33:27,440 --> 00:33:32,120
Well, should we revert back to asking grandma?

964
00:33:32,120 --> 00:33:35,400
This is in my early 20s though.

965
00:33:35,400 --> 00:33:36,840
This is in my early 20s.

966
00:33:36,840 --> 00:33:39,680
We had one parent that's like, nope, I have the cooler.

967
00:33:39,680 --> 00:33:40,880
I have the drinks.

968
00:33:40,880 --> 00:33:41,960
Come hang out in my room.

969
00:33:41,960 --> 00:33:43,200
We didn't get rowdy.

970
00:33:43,200 --> 00:33:45,960
We probably got like one noise complaint in like my five years of coaching.

971
00:33:45,960 --> 00:33:47,460
You guys were not this group.

972
00:33:47,460 --> 00:33:50,840
There's a difference between a hang and let's tear it up.

973
00:33:50,840 --> 00:33:51,840
Yeah, true.

974
00:33:51,840 --> 00:33:52,840
Yeah.

975
00:33:52,840 --> 00:33:56,360
We had to send out departure emails in the morning to try to get some of the, you know,

976
00:33:56,360 --> 00:33:59,600
if somebody had a bad experience and maybe we didn't catch them before they left, then

977
00:33:59,600 --> 00:34:02,480
we could try to remedy some of these situations.

978
00:34:02,480 --> 00:34:05,000
And the morning of the major departure, I literally-

979
00:34:05,000 --> 00:34:06,360
How many nasty responses?

980
00:34:06,360 --> 00:34:07,720
Oh, they were almost all.

981
00:34:07,720 --> 00:34:12,640
But I looked at my assistant manager and I was like, should we even send the email?

982
00:34:12,640 --> 00:34:13,640
No.

983
00:34:13,640 --> 00:34:14,640
And she's like-

984
00:34:14,640 --> 00:34:15,640
Answers no.

985
00:34:15,640 --> 00:34:16,640
Because I was like, I don't think we should do it.

986
00:34:16,640 --> 00:34:17,640
She's like, we have to.

987
00:34:17,640 --> 00:34:20,960
She's like that way maybe they get it out yelling at us instead of on a survey.

988
00:34:20,960 --> 00:34:22,320
I'm like, yeah, okay.

989
00:34:22,320 --> 00:34:23,960
I just didn't have the mental capacity.

990
00:34:23,960 --> 00:34:26,240
I'm like, I can't do this.

991
00:34:26,240 --> 00:34:28,060
And so I was like, all right, send it.

992
00:34:28,060 --> 00:34:33,240
We hit send and just the rest of the day was just the emails.

993
00:34:33,240 --> 00:34:35,120
But I wanted to read you guys one.

994
00:34:35,120 --> 00:34:37,120
If you would like to hear it.

995
00:34:37,120 --> 00:34:38,960
Yes, yes, yes, yes, yes, yes, yes.

996
00:34:38,960 --> 00:34:45,600
I won't do the beginning that, you know, basically it says hello to the brand.

997
00:34:45,600 --> 00:34:49,160
I am a blueberry member telling you how important they are.

998
00:34:49,160 --> 00:34:50,160
Peacocking.

999
00:34:50,160 --> 00:34:51,160
Okay.

1000
00:34:51,160 --> 00:34:56,040
I don't really bother to comment on my hotel experiences, but unfortunately I feel compelled

1001
00:34:56,040 --> 00:34:59,980
to share an incident that occurred during my stay at your establishment.

1002
00:34:59,980 --> 00:35:02,920
My family and I were in for a 10 year old boys soccer tournament.

1003
00:35:02,920 --> 00:35:03,920
Okay.

1004
00:35:03,920 --> 00:35:04,920
Now we have the answer.

1005
00:35:04,920 --> 00:35:05,920
Okay.

1006
00:35:05,920 --> 00:35:11,340
For a 10 year old boys soccer tournament accompanied by our entire team and their families.

1007
00:35:11,340 --> 00:35:18,000
On Sunday evening while at the hotel bar, we encountered an utterly frustrating situation.

1008
00:35:18,000 --> 00:35:24,320
Despite our repeated attempts on five separate occasions to simply request a paper cup, we

1009
00:35:24,320 --> 00:35:28,320
were met with refusal by your unhelpful staff.

1010
00:35:28,320 --> 00:35:29,440
The nerve.

1011
00:35:29,440 --> 00:35:30,440
Can you believe it?

1012
00:35:30,440 --> 00:35:31,520
Question mark.

1013
00:35:31,520 --> 00:35:40,400
We were denied a single paper cup for a five year old who needed hot water for a sore throat.

1014
00:35:40,400 --> 00:35:46,320
After being turned down by three different staff members, I finally took matters into

1015
00:35:46,320 --> 00:35:51,360
my own hands and grabbed an empty paper cup from behind the bar.

1016
00:35:51,360 --> 00:35:54,440
But what happens next was truly absurd.

1017
00:35:54,440 --> 00:35:59,060
Instead of addressing our legitimate need, I was immediately accosted by three of your

1018
00:35:59,060 --> 00:36:00,560
staff members.

1019
00:36:00,560 --> 00:36:04,780
And costed demanding I returned the paper cup.

1020
00:36:04,780 --> 00:36:10,480
In a moment of frustration and disbelief, I resorted to an action I'm not proud of.

1021
00:36:10,480 --> 00:36:15,640
I licked the paper cup and defiantly declared it mine.

1022
00:36:15,640 --> 00:36:23,960
But despite the lack of any intoxication on my part, I was promptly ejected from the bar

1023
00:36:23,960 --> 00:36:27,880
by the bartender for this minor infraction.

1024
00:36:27,880 --> 00:36:30,600
At what time do you have your five year old in the bar?

1025
00:36:30,600 --> 00:36:31,600
11 PM?

1026
00:36:31,600 --> 00:36:32,600
Exactly.

1027
00:36:32,600 --> 00:36:34,400
It has to pass their bedtime.

1028
00:36:34,400 --> 00:36:36,640
Why is intoxication being brought up?

1029
00:36:36,640 --> 00:36:38,640
Like nobody said anything about that.

1030
00:36:38,640 --> 00:36:39,640
I wonder.

1031
00:36:39,640 --> 00:36:42,080
And she said she was not intoxicated at all.

1032
00:36:42,080 --> 00:36:44,680
No, they won't make you margaritas in the lobby.

1033
00:36:44,680 --> 00:36:45,680
That's hilarious.

1034
00:36:45,680 --> 00:36:47,080
Why would she even think to bring that up?

1035
00:36:47,080 --> 00:36:51,760
And I love her level of maturity of licking the cup so she can't take it back.

1036
00:36:51,760 --> 00:36:54,360
And she was stone cold sober doing that.

1037
00:36:54,360 --> 00:36:57,800
By the way, reaching into the bar and grabbing stuff from behind the bar and the bar staff

1038
00:36:57,800 --> 00:37:00,000
are like, you can't go into the bar.

1039
00:37:00,000 --> 00:37:01,920
I need a cup.

1040
00:37:01,920 --> 00:37:04,800
Licks it and everyone's just like, what the?

1041
00:37:04,800 --> 00:37:06,440
Did you get the statement from the bartender?

1042
00:37:06,440 --> 00:37:07,440
Oh yeah.

1043
00:37:07,440 --> 00:37:08,440
What about the video?

1044
00:37:08,440 --> 00:37:09,440
Did you get it on video?

1045
00:37:09,440 --> 00:37:12,440
I am sure there's video.

1046
00:37:12,440 --> 00:37:13,760
Pull up the tape.

1047
00:37:13,760 --> 00:37:15,560
I'm going to go look for it.

1048
00:37:15,560 --> 00:37:17,800
But that was always my favorite part.

1049
00:37:17,800 --> 00:37:23,860
But when I asked them about this, did they're like, dude, this woman was wasted in the bar

1050
00:37:23,860 --> 00:37:26,440
making margaritas with her own blender.

1051
00:37:26,440 --> 00:37:29,040
We repeatedly told her multiple times she can't.

1052
00:37:29,040 --> 00:37:31,440
And she just kept hiding it and bringing it back out.

1053
00:37:31,440 --> 00:37:32,440
How do you hide a blender?

1054
00:37:32,440 --> 00:37:33,440
I don't fricking know.

1055
00:37:33,440 --> 00:37:34,440
In a stroller?

1056
00:37:34,440 --> 00:37:36,880
And then the next morning.

1057
00:37:36,880 --> 00:37:37,880
How many kids did she have?

1058
00:37:37,880 --> 00:37:40,400
Well, they had a mob.

1059
00:37:40,400 --> 00:37:42,840
And by the way, they had so much alcohol and they were drinking so much.

1060
00:37:42,840 --> 00:37:45,000
The kids were sneaking bottles.

1061
00:37:45,000 --> 00:37:49,880
The security guard caught them taking swigs out of a tequila bottle and took the bottle

1062
00:37:49,880 --> 00:37:50,880
away.

1063
00:37:50,880 --> 00:37:55,280
And then the next morning they're all hung over as shit, hanging out in the lobby.

1064
00:37:55,280 --> 00:37:56,840
Children or the parents?

1065
00:37:56,840 --> 00:37:57,840
Yeah.

1066
00:37:57,840 --> 00:37:58,960
I'm pretty sure everybody.

1067
00:37:58,960 --> 00:38:04,960
The same person, the cup licker, she brought the blender down and was making breakfast

1068
00:38:04,960 --> 00:38:08,540
smoothies for everybody, asking again for more paper cups.

1069
00:38:08,540 --> 00:38:13,000
So she could give out the smoothies she was making and they looked at her and was like,

1070
00:38:13,000 --> 00:38:14,000
absolutely not.

1071
00:38:14,000 --> 00:38:17,400
Why does the blender need to come down to the lobby at all?

1072
00:38:17,400 --> 00:38:18,400
I don't know.

1073
00:38:18,400 --> 00:38:19,400
But I'm sorry.

1074
00:38:19,400 --> 00:38:22,600
Is she just like in the corner with an outlet on like a side table?

1075
00:38:22,600 --> 00:38:23,600
Basically.

1076
00:38:23,600 --> 00:38:24,600
Yes.

1077
00:38:24,600 --> 00:38:25,600
Who wants kale?

1078
00:38:25,600 --> 00:38:32,760
And it's literally just like that because guys, literally we have an eight minute wait

1079
00:38:32,760 --> 00:38:35,960
and that bar in the morning turns into Starbucks.

1080
00:38:35,960 --> 00:38:39,760
So people are lined up to get Starbucks, hearing a blender going on in the lobby, turning around

1081
00:38:39,760 --> 00:38:43,960
and looking and the baristas are just like, they're like, they don't know what to do.

1082
00:38:43,960 --> 00:38:45,240
They're like, we've already told her to stop.

1083
00:38:45,240 --> 00:38:47,920
And the guests are looking at them like, oh my God.

1084
00:38:47,920 --> 00:38:51,760
And this is probably like fairly early in the morning because they probably have early

1085
00:38:51,760 --> 00:38:52,760
games.

1086
00:38:52,760 --> 00:38:54,800
So it's a great weekend.

1087
00:38:54,800 --> 00:38:55,800
Okay.

1088
00:38:55,800 --> 00:38:57,280
So Ms. B. Yeah.

1089
00:38:57,280 --> 00:39:03,200
On the heels of such a wonderfully written letter that is 100% accurate, I wanted to

1090
00:39:03,200 --> 00:39:06,760
share a little review that I got and see if we can make this a bit of a game.

1091
00:39:06,760 --> 00:39:07,760
Oh, I like that.

1092
00:39:07,760 --> 00:39:08,760
Okay.

1093
00:39:08,760 --> 00:39:15,600
So I got a review and I read the review and then I saw the score and I thought it might

1094
00:39:15,600 --> 00:39:16,600
be kind of fun.

1095
00:39:16,600 --> 00:39:20,840
Read the review to you guys, get your opinions on what that score might be and maybe discuss

1096
00:39:20,840 --> 00:39:21,840
it a little bit.

1097
00:39:21,840 --> 00:39:22,840
All right.

1098
00:39:22,840 --> 00:39:25,640
This guest stayed with us for a total of one night.

1099
00:39:25,640 --> 00:39:26,640
Okay.

1100
00:39:26,640 --> 00:39:31,520
So the review said, checked in, was given rooms on second floor, away from elevator,

1101
00:39:31,520 --> 00:39:33,400
not at all in line with my request.

1102
00:39:33,400 --> 00:39:35,240
Was this multiple rooms?

1103
00:39:35,240 --> 00:39:36,240
Yes.

1104
00:39:36,240 --> 00:39:37,240
Okay.

1105
00:39:37,240 --> 00:39:38,240
On a scale of one to 10, what do you think that this review?

1106
00:39:38,240 --> 00:39:39,240
Is that all they said?

1107
00:39:39,240 --> 00:39:40,240
That's the whole review?

1108
00:39:40,240 --> 00:39:41,240
Oh yeah.

1109
00:39:41,240 --> 00:39:42,240
You were expecting more?

1110
00:39:42,240 --> 00:39:43,240
Yeah.

1111
00:39:43,240 --> 00:39:44,240
No, no, that's it.

1112
00:39:44,240 --> 00:39:45,240
We had two novels over here.

1113
00:39:45,240 --> 00:39:46,240
No, no.

1114
00:39:46,240 --> 00:39:47,240
Short and sweet.

1115
00:39:47,240 --> 00:39:48,240
Short and sweet.

1116
00:39:48,240 --> 00:39:49,240
One out of 10.

1117
00:39:49,240 --> 00:39:50,240
So checked in.

1118
00:39:50,240 --> 00:39:51,240
I was going to say, are we doing out of 10 or out of five?

1119
00:39:51,240 --> 00:39:52,240
So this is on a 10 scale.

1120
00:39:52,240 --> 00:39:53,240
Okay.

1121
00:39:53,240 --> 00:39:56,080
And again, checked in, was given two rooms on second floor, away from elevator, not all

1122
00:39:56,080 --> 00:39:57,240
in line with my request.

1123
00:39:57,240 --> 00:39:58,240
Okay.

1124
00:39:58,240 --> 00:39:59,240
It was nothing but negative.

1125
00:39:59,240 --> 00:40:00,240
It has to be one out of 10.

1126
00:40:00,240 --> 00:40:01,240
I have a follow up.

1127
00:40:01,240 --> 00:40:03,680
Did they actually request a room close to an elevator?

1128
00:40:03,680 --> 00:40:04,680
Yes.

1129
00:40:04,680 --> 00:40:05,680
They did.

1130
00:40:05,680 --> 00:40:06,680
Okay.

1131
00:40:06,680 --> 00:40:07,680
So a little background on the story.

1132
00:40:07,680 --> 00:40:10,920
In fairness, before we offer our opinions on the score, guests had two rooms on the

1133
00:40:10,920 --> 00:40:11,920
reservation.

1134
00:40:11,920 --> 00:40:15,920
One was a king, one was queens, wanted to have the rooms near each other and near the

1135
00:40:15,920 --> 00:40:16,920
elevator.

1136
00:40:16,920 --> 00:40:17,920
That's difficult for you.

1137
00:40:17,920 --> 00:40:18,920
It is.

1138
00:40:18,920 --> 00:40:22,880
It's a challenge because I mean, especially at my hotel, because whoever laid out the

1139
00:40:22,880 --> 00:40:24,960
room types, terrible design.

1140
00:40:24,960 --> 00:40:29,160
We were able to get a queen next to a king, two doors down from the elevator.

1141
00:40:29,160 --> 00:40:30,840
Oh my God.

1142
00:40:30,840 --> 00:40:31,840
Nowhere near.

1143
00:40:31,840 --> 00:40:34,880
We're talking a distance, maybe 25 feet.

1144
00:40:34,880 --> 00:40:35,880
That's crazy.

1145
00:40:35,880 --> 00:40:36,880
Like hard stop on 30 feet.

1146
00:40:36,880 --> 00:40:37,880
They wanted to be across the elevator.

1147
00:40:37,880 --> 00:40:38,880
Hugging the elevator.

1148
00:40:38,880 --> 00:40:39,880
They wanted to hear the elevator from the wall.

1149
00:40:39,880 --> 00:40:40,880
They want to sleep in the elevator.

1150
00:40:40,880 --> 00:40:41,880
Okay, Miss B, are you sticking with one?

1151
00:40:41,880 --> 00:40:42,880
One out of 10.

1152
00:40:42,880 --> 00:40:43,880
Yeah.

1153
00:40:43,880 --> 00:40:44,880
Okay.

1154
00:40:44,880 --> 00:40:45,880
Gwen?

1155
00:40:45,880 --> 00:40:46,880
I hear that anger.

1156
00:40:46,880 --> 00:40:47,880
Four.

1157
00:40:47,880 --> 00:40:48,880
Okay.

1158
00:40:48,880 --> 00:40:49,880
Oh, I'll go devil's advocate.

1159
00:40:49,880 --> 00:40:53,640
I think they gave you an eight out of 10.

1160
00:40:53,640 --> 00:40:55,480
For nothing but negative comments.

1161
00:40:55,480 --> 00:40:56,480
Because it doesn't make sense.

1162
00:40:56,480 --> 00:40:57,480
Okay.

1163
00:40:57,480 --> 00:40:58,480
So you're going with just like-

1164
00:40:58,480 --> 00:41:01,000
That's a theory because the review doesn't make sense.

1165
00:41:01,000 --> 00:41:02,000
Right.

1166
00:41:02,000 --> 00:41:03,000
Because they gave us a one out of 10.

1167
00:41:03,000 --> 00:41:04,000
Shut up.

1168
00:41:04,000 --> 00:41:05,000
There you go.

1169
00:41:05,000 --> 00:41:09,240
Even though they booked a king and a queen, they requested them to be side by side, which

1170
00:41:09,240 --> 00:41:10,240
we accommodated.

1171
00:41:10,240 --> 00:41:11,240
And you accommodated that.

1172
00:41:11,240 --> 00:41:12,240
They requested being near the elevator.

1173
00:41:12,240 --> 00:41:13,480
You did the best you could.

1174
00:41:13,480 --> 00:41:14,480
Literally.

1175
00:41:14,480 --> 00:41:15,480
That is near an elevator.

1176
00:41:15,480 --> 00:41:19,680
They were the third and fourth room on the hallway from the elevator.

1177
00:41:19,680 --> 00:41:21,480
You literally gave them everything they asked for.

1178
00:41:21,480 --> 00:41:22,480
Yes.

1179
00:41:22,480 --> 00:41:23,480
Okay.

1180
00:41:23,480 --> 00:41:24,840
The review doesn't make sense knowing the backstory.

1181
00:41:24,840 --> 00:41:27,120
But they were two doors down from the elevator.

1182
00:41:27,120 --> 00:41:28,680
They wanted right next door.

1183
00:41:28,680 --> 00:41:30,040
How dare you?

1184
00:41:30,040 --> 00:41:31,040
Horrible hotel.

1185
00:41:31,040 --> 00:41:32,040
One out of 10.

1186
00:41:32,040 --> 00:41:33,040
One point for Miss Beat.

1187
00:41:33,040 --> 00:41:34,040
There you go.

1188
00:41:34,040 --> 00:41:37,040
You bet I'm turning this into a competition.

1189
00:41:37,040 --> 00:41:40,040
We need a white board.

1190
00:41:40,040 --> 00:41:41,040
We need a tally board over here.

1191
00:41:41,040 --> 00:41:42,040
Yes, we do.

1192
00:41:42,040 --> 00:41:43,040
Oh yeah, we do.

1193
00:41:43,040 --> 00:41:44,040
Oh, that'd be good.

1194
00:41:44,040 --> 00:41:45,040
Yeah, okay.

1195
00:41:45,040 --> 00:41:46,040
All right.

1196
00:41:46,040 --> 00:41:47,040
Next time we'll get a tally board.

1197
00:41:47,040 --> 00:41:50,040
Okay, but what was the conversation of front desk?

1198
00:41:50,040 --> 00:41:54,600
Did they explain to them, like, okay, we received your request.

1199
00:41:54,600 --> 00:41:59,040
We looked at everything and you got property maps.

1200
00:41:59,040 --> 00:42:00,520
Here's what we're looking at right now.

1201
00:42:00,520 --> 00:42:01,520
Yeah.

1202
00:42:01,520 --> 00:42:02,520
Is this okay with you?

1203
00:42:02,520 --> 00:42:03,520
Was that explained?

1204
00:42:03,520 --> 00:42:04,920
So, I don't know.

1205
00:42:04,920 --> 00:42:05,920
I wasn't there.

1206
00:42:05,920 --> 00:42:08,920
But did you talk to the agent yet or no?

1207
00:42:08,920 --> 00:42:09,920
No.

1208
00:42:09,920 --> 00:42:10,920
Oh, okay.

1209
00:42:10,920 --> 00:42:11,920
No.

1210
00:42:11,920 --> 00:42:12,920
We don't talk to them.

1211
00:42:12,920 --> 00:42:13,920
He's probably pulling from the archives for this.

1212
00:42:13,920 --> 00:42:14,920
No, no.

1213
00:42:14,920 --> 00:42:15,920
This was February 18th.

1214
00:42:15,920 --> 00:42:19,040
Within a week of recording?

1215
00:42:19,040 --> 00:42:20,040
Yes.

1216
00:42:20,040 --> 00:42:23,080
So, looking at the profile, everything was there for the requests.

1217
00:42:23,080 --> 00:42:25,680
I can see that the agent blocked the room.

1218
00:42:25,680 --> 00:42:27,640
I can see all of it.

1219
00:42:27,640 --> 00:42:33,180
I don't understand why it is that you had a request for two different room types side

1220
00:42:33,180 --> 00:42:34,180
by side.

1221
00:42:34,180 --> 00:42:35,180
We fulfilled it.

1222
00:42:35,180 --> 00:42:38,120
You had a request for a room near the elevators.

1223
00:42:38,120 --> 00:42:39,240
We fulfilled it.

1224
00:42:39,240 --> 00:42:41,480
Why am I getting a one out of 10?

1225
00:42:41,480 --> 00:42:42,480
It doesn't make sense.

1226
00:42:42,480 --> 00:42:45,680
Yeah, if you're the manager looking at this, you're like, oh, good job.

1227
00:42:45,680 --> 00:42:46,680
Good team.

1228
00:42:46,680 --> 00:42:47,680
Team did good.

1229
00:42:47,680 --> 00:42:48,680
Yeah.

1230
00:42:48,680 --> 00:42:49,680
The guest doesn't get that though.

1231
00:42:49,680 --> 00:42:50,680
A one?

1232
00:42:50,680 --> 00:42:51,680
Okay.

1233
00:42:51,680 --> 00:42:53,440
I've got one more that I can share with you.

1234
00:42:53,440 --> 00:42:54,440
Yes.

1235
00:42:54,440 --> 00:42:57,720
So, this review is not from my hotel, but here's the review.

1236
00:42:57,720 --> 00:42:59,040
Had stains on the carpet.

1237
00:42:59,040 --> 00:43:00,960
Room had a funny smell when I first came in.

1238
00:43:00,960 --> 00:43:05,840
There's no microwave, no coffee, but the room does have a small refrigerator, which

1239
00:43:05,840 --> 00:43:06,840
didn't work.

1240
00:43:06,840 --> 00:43:07,840
Oh my God.

1241
00:43:07,840 --> 00:43:12,340
The room I had was a large suite, had a king bed, no USB to charge our phones.

1242
00:43:12,340 --> 00:43:13,340
Room is dated.

1243
00:43:13,340 --> 00:43:14,340
Furniture has chips.

1244
00:43:14,340 --> 00:43:16,560
Shades on lamps were crooked and broken.

1245
00:43:16,560 --> 00:43:18,240
Headboard is not centered with the bed.

1246
00:43:18,240 --> 00:43:19,240
Oh my God.

1247
00:43:19,240 --> 00:43:20,240
Geez.

1248
00:43:20,240 --> 00:43:21,240
Negative man.

1249
00:43:21,240 --> 00:43:25,240
So, hearing those items, what would you think this reviewer gave that hotel?

1250
00:43:25,240 --> 00:43:26,720
Just because I want to be different from my last guest.

1251
00:43:26,720 --> 00:43:27,720
Two out of 10.

1252
00:43:27,720 --> 00:43:29,880
And I should say this is on a five scale.

1253
00:43:29,880 --> 00:43:31,840
Oh, one out of five.

1254
00:43:31,840 --> 00:43:34,680
I mean, wouldn't be a bad thing, right?

1255
00:43:34,680 --> 00:43:36,760
So on a five scale, what would you give it?

1256
00:43:36,760 --> 00:43:37,760
One.

1257
00:43:37,760 --> 00:43:39,240
No, probably a two or three.

1258
00:43:39,240 --> 00:43:40,240
Gwen?

1259
00:43:40,240 --> 00:43:43,640
I always feel like these are trick questions that they're meant to be.

1260
00:43:43,640 --> 00:43:48,080
Well they are kind of trick questions because people don't know how to actually rate hotels.

1261
00:43:48,080 --> 00:43:49,080
No.

1262
00:43:49,080 --> 00:43:52,320
So on a public website, is that why it's out of five?

1263
00:43:52,320 --> 00:43:53,320
Yes.

1264
00:43:53,320 --> 00:43:54,320
Stars.

1265
00:43:54,320 --> 00:43:56,600
I was going to say four, just to be different.

1266
00:43:56,600 --> 00:43:59,560
I'm going to pull a Ms. B card.

1267
00:43:59,560 --> 00:44:02,080
So a one, a two, and a four?

1268
00:44:02,080 --> 00:44:03,080
Three stars.

1269
00:44:03,080 --> 00:44:04,080
Oh, what the heck?

1270
00:44:04,080 --> 00:44:05,080
I said two or three.

1271
00:44:05,080 --> 00:44:06,080
I said two or three.

1272
00:44:06,080 --> 00:44:07,080
Gwen?

1273
00:44:07,080 --> 00:44:08,080
I said two or three.

1274
00:44:08,080 --> 00:44:09,080
I heard you.

1275
00:44:09,080 --> 00:44:10,080
My God.

1276
00:44:10,080 --> 00:44:12,080
We'll have to loop back with the judges on the recording.

1277
00:44:12,080 --> 00:44:13,640
Win for Liz.

1278
00:44:13,640 --> 00:44:16,100
Like with the first guy, he had requests.

1279
00:44:16,100 --> 00:44:19,960
We fulfilled the request to the T, one out of 10, not warranted.

1280
00:44:19,960 --> 00:44:24,280
Now maybe there was something else, but if there was something else that was that significant

1281
00:44:24,280 --> 00:44:27,680
to take your score to a one out of 10, I don't know.

1282
00:44:27,680 --> 00:44:29,680
That's something worthy to bring to the front desk.

1283
00:44:29,680 --> 00:44:30,680
Yeah.

1284
00:44:30,680 --> 00:44:35,160
I think what a lot of people don't understand is what's within our control and what's not

1285
00:44:35,160 --> 00:44:36,840
in our control.

1286
00:44:36,840 --> 00:44:37,840
Everything's your fault.

1287
00:44:37,840 --> 00:44:39,280
Yeah, I think that's pretty valid.

1288
00:44:39,280 --> 00:44:43,560
But I also think that the other thing is that people don't understand how to fill out surveys

1289
00:44:43,560 --> 00:44:46,960
because they don't understand hotel ratings in the first place.

1290
00:44:46,960 --> 00:44:47,960
Yes.

1291
00:44:47,960 --> 00:44:53,080
If it's a review straight from the hotel, like on their system, they have no idea.

1292
00:44:53,080 --> 00:44:56,240
Like saying a seven out of 10 is failing.

1293
00:44:56,240 --> 00:44:57,360
Back up a little bit further.

1294
00:44:57,360 --> 00:45:02,800
So like if you were an organization like AAA and you rate a hotel as a three, four, five

1295
00:45:02,800 --> 00:45:06,440
star hotel, that rating, what does that actually mean?

1296
00:45:06,440 --> 00:45:08,040
AAA, I don't know.

1297
00:45:08,040 --> 00:45:11,040
She's like, I don't know Forbes.

1298
00:45:11,040 --> 00:45:13,040
Forbes on the other hand.

1299
00:45:13,040 --> 00:45:15,480
That's fine.

1300
00:45:15,480 --> 00:45:17,360
But conceptually, it's the same thing.

1301
00:45:17,360 --> 00:45:19,000
Their criteria may be different.

1302
00:45:19,000 --> 00:45:20,000
They give three stars?

1303
00:45:20,000 --> 00:45:21,000
Forbes?

1304
00:45:21,000 --> 00:45:22,000
AAA.

1305
00:45:22,000 --> 00:45:23,000
AAA.

1306
00:45:23,000 --> 00:45:24,000
Yeah.

1307
00:45:24,000 --> 00:45:25,000
They'll give one and two star.

1308
00:45:25,000 --> 00:45:26,000
But are you bragging about a one star?

1309
00:45:26,000 --> 00:45:27,000
You may very well.

1310
00:45:27,000 --> 00:45:28,000
Depending on your sticker film.

1311
00:45:28,000 --> 00:45:30,040
Depending on, depending on.

1312
00:45:30,040 --> 00:45:35,320
You may very well brag about your one star hotel because what do the stars actually mean?

1313
00:45:35,320 --> 00:45:40,480
I mean, you could have a very tiny boutique hotel that technically could be a one star

1314
00:45:40,480 --> 00:45:43,860
hotel because you do not have a swimming pool.

1315
00:45:43,860 --> 00:45:47,160
You do not have certain amenities at the property.

1316
00:45:47,160 --> 00:45:48,160
Right.

1317
00:45:48,160 --> 00:45:49,160
Yes.

1318
00:45:49,160 --> 00:45:50,160
But on let's say.

1319
00:45:50,160 --> 00:45:51,160
Spa, coffee shop.

1320
00:45:51,160 --> 00:45:52,160
Right.

1321
00:45:52,160 --> 00:45:56,960
But then you have like an OTA website that has one through five and that's not the amenities

1322
00:45:56,960 --> 00:45:57,960
of the hotel.

1323
00:45:57,960 --> 00:45:59,920
That's, that's a customer experience rating.

1324
00:45:59,920 --> 00:46:03,880
So you could have a one star property with a five star reputation.

1325
00:46:03,880 --> 00:46:04,880
OTA.

1326
00:46:04,880 --> 00:46:05,880
Oh, sorry.

1327
00:46:05,880 --> 00:46:06,880
Online travel agent.

1328
00:46:06,880 --> 00:46:07,880
Thank you.

1329
00:46:07,880 --> 00:46:08,880
So that would be your Expedia.com.

1330
00:46:08,880 --> 00:46:10,880
Google, your TripAdvisor, Yelp.

1331
00:46:10,880 --> 00:46:15,320
No, those are, those are review sites.

1332
00:46:15,320 --> 00:46:16,320
Booking channels.

1333
00:46:16,320 --> 00:46:17,320
Sorry.

1334
00:46:17,320 --> 00:46:18,320
So many different things.

1335
00:46:18,320 --> 00:46:19,320
Third party booking channels.

1336
00:46:19,320 --> 00:46:22,520
So OTA online travel agent.

1337
00:46:22,520 --> 00:46:23,520
Okay.

1338
00:46:23,520 --> 00:46:26,720
So that's Expedia, Booking.com, Agoda, Priceline.

1339
00:46:26,720 --> 00:46:28,720
All of those are OTAs.

1340
00:46:28,720 --> 00:46:29,720
OTA.

1341
00:46:29,720 --> 00:46:30,720
Got it.

1342
00:46:30,720 --> 00:46:33,560
And then what would be the Google, the TripAdvisor, the Yelp.

1343
00:46:33,560 --> 00:46:35,040
Those are review sites.

1344
00:46:35,040 --> 00:46:40,140
Now you have like with Google and TripAdvisor, you do not have a gatekeeper.

1345
00:46:40,140 --> 00:46:46,080
So if you booked through Expedia, you could give a negative review to the hotel directly

1346
00:46:46,080 --> 00:46:48,920
if you received a survey from the hotel.

1347
00:46:48,920 --> 00:46:53,480
You could give a negative review or I mean a positive review as well through the booking

1348
00:46:53,480 --> 00:46:54,480
channel.

1349
00:46:54,480 --> 00:46:59,520
And then you can also go in and you can leave a review on a website like TripAdvisor.

1350
00:46:59,520 --> 00:47:05,400
So theoretically right there you've got three channels to provide feedback to the hotel.

1351
00:47:05,400 --> 00:47:07,280
The hotel has no control over any of that.

1352
00:47:07,280 --> 00:47:08,280
No.

1353
00:47:08,280 --> 00:47:09,280
Okay.

1354
00:47:09,280 --> 00:47:10,280
I have one.

1355
00:47:10,280 --> 00:47:11,280
Lay it on us.

1356
00:47:11,280 --> 00:47:12,280
Okay.

1357
00:47:12,280 --> 00:47:17,560
So I am going to kind of breeze through this because this is a returning review.

1358
00:47:17,560 --> 00:47:21,200
So it's an update from a few years ago.

1359
00:47:21,200 --> 00:47:25,920
I haven't been back here since the pandemic, but stayed here this week.

1360
00:47:25,920 --> 00:47:32,080
Done a lot to the rooms and being a Raspberry member, I was upgraded to blah, blah, blah

1361
00:47:32,080 --> 00:47:36,000
level floor where the rooms were newly refurbished.

1362
00:47:36,000 --> 00:47:40,080
Everything looks great and customer service at the desk was great.

1363
00:47:40,080 --> 00:47:41,560
Couple of issues I have.

1364
00:47:41,560 --> 00:47:46,960
The message on the air conditioner shows not to set it below 69 degrees, which is ridiculous.

1365
00:47:46,960 --> 00:47:49,920
I'm someone who sleeps with 65 degree temps.

1366
00:47:49,920 --> 00:47:51,480
So that doesn't work for me.

1367
00:47:51,480 --> 00:47:55,480
They should have a system that allows AC to function well at lower temperatures.

1368
00:47:55,480 --> 00:48:00,280
I understand saving energy, but I'm not going to sleep comfortably at the hotel.

1369
00:48:00,280 --> 00:48:05,480
Also I have noticed less and less benefits for Raspberry members since the pandemic.

1370
00:48:05,480 --> 00:48:11,480
No more special lounges at this location and only a $15 meal credit, which is not helpful

1371
00:48:11,480 --> 00:48:15,280
given that there is only one restaurant open for dinner and it's a bar with bar food.

1372
00:48:15,280 --> 00:48:18,720
The lounge was great with great benefits that we experienced.

1373
00:48:18,720 --> 00:48:20,600
Other than that, it's in the location.

1374
00:48:20,600 --> 00:48:21,600
Parking is free.

1375
00:48:21,600 --> 00:48:23,800
Lobby is nice with Starbucks.

1376
00:48:23,800 --> 00:48:26,620
Everything for me is soft sheets and they were great.

1377
00:48:26,620 --> 00:48:28,200
I will stay here again for sure.

1378
00:48:28,200 --> 00:48:29,320
Nine out of 10.

1379
00:48:29,320 --> 00:48:30,600
Fairly positive then.

1380
00:48:30,600 --> 00:48:31,600
Wait, what's the scale?

1381
00:48:31,600 --> 00:48:32,600
10 out of five.

1382
00:48:32,600 --> 00:48:33,600
Five.

1383
00:48:33,600 --> 00:48:34,600
Two out of five.

1384
00:48:34,600 --> 00:48:35,600
Two.

1385
00:48:35,600 --> 00:48:36,600
Four.

1386
00:48:36,600 --> 00:48:37,600
Okay.

1387
00:48:37,600 --> 00:48:38,600
So four.

1388
00:48:38,600 --> 00:48:39,600
Two and two.

1389
00:48:39,600 --> 00:48:40,600
Two and two.

1390
00:48:40,600 --> 00:48:41,600
This guest gave it a five out of five.

1391
00:48:41,600 --> 00:48:42,600
What?

1392
00:48:42,600 --> 00:48:43,600
Interesting.

1393
00:48:43,600 --> 00:48:44,600
Okay.

1394
00:48:44,600 --> 00:48:45,600
Okay.

1395
00:48:45,600 --> 00:48:49,760
Despite the AC, she'll stay here again, but the AC is absolutely atrocious and won't be

1396
00:48:49,760 --> 00:48:52,240
set as low as she wants.

1397
00:48:52,240 --> 00:48:57,520
I just think the review is a little contradicted in saying I'm a raspberry member.

1398
00:48:57,520 --> 00:49:03,440
I should get this, this, and this, but the AC, da, da, da, da, but the Starbucks is nice.

1399
00:49:03,440 --> 00:49:04,880
I'll be staying again for sure.

1400
00:49:04,880 --> 00:49:05,880
Five out of five.

1401
00:49:05,880 --> 00:49:06,880
That's wild.

1402
00:49:06,880 --> 00:49:07,880
All right, who's ready?

1403
00:49:07,880 --> 00:49:13,080
So this review, I'm going to try to say it like the review says it.

1404
00:49:13,080 --> 00:49:16,160
I booked a king room.

1405
00:49:16,160 --> 00:49:17,160
Is this all in caps?

1406
00:49:17,160 --> 00:49:18,160
All caps.

1407
00:49:18,160 --> 00:49:19,160
I booked a king room.

1408
00:49:19,160 --> 00:49:20,160
I was playing a game.

1409
00:49:20,160 --> 00:49:21,160
I booked a king room.

1410
00:49:21,160 --> 00:49:22,160
I booked a king room.

1411
00:49:22,160 --> 00:49:23,160
I was placed into a double queen.

1412
00:49:23,160 --> 00:49:29,040
The original room smelled like smoke and there wasn't another king available.

1413
00:49:29,040 --> 00:49:31,040
Guess that rating.

1414
00:49:31,040 --> 00:49:33,040
My gosh.

1415
00:49:33,040 --> 00:49:34,520
One out of five, one out of 10.

1416
00:49:34,520 --> 00:49:35,520
We're going out of 10.

1417
00:49:35,520 --> 00:49:37,920
This is a one.

1418
00:49:37,920 --> 00:49:38,920
This is a one.

1419
00:49:38,920 --> 00:49:41,560
It could be a zero if they could give a zero.

1420
00:49:41,560 --> 00:49:46,240
I feel like it should be a one based on the tone, but-

1421
00:49:46,240 --> 00:49:47,240
All caps.

1422
00:49:47,240 --> 00:49:48,240
The whole thing was in all caps.

1423
00:49:48,240 --> 00:49:49,240
Nothing else.

1424
00:49:49,240 --> 00:49:50,240
All caps, that's all they said?

1425
00:49:50,240 --> 00:49:51,240
Just yelling at you.

1426
00:49:51,240 --> 00:49:52,240
Four.

1427
00:49:52,240 --> 00:49:53,240
Four.

1428
00:49:53,240 --> 00:49:54,240
We got four.

1429
00:49:54,240 --> 00:49:55,240
We got one.

1430
00:49:55,240 --> 00:49:56,240
Yeah, six.

1431
00:49:56,240 --> 00:49:57,240
Okay.

1432
00:49:57,240 --> 00:49:58,240
Wait, I'm sorry.

1433
00:49:58,240 --> 00:49:59,240
Wait, wait, wait.

1434
00:49:59,240 --> 00:50:00,240
Was it a five or a 10?

1435
00:50:00,240 --> 00:50:01,240
Or a 10.

1436
00:50:01,240 --> 00:50:02,240
What?

1437
00:50:02,240 --> 00:50:03,240
Out of 10.

1438
00:50:03,240 --> 00:50:04,240
Yeah, out of 10.

1439
00:50:04,240 --> 00:50:05,240
Oh, it was.

1440
00:50:05,240 --> 00:50:06,240
Okay.

1441
00:50:06,240 --> 00:50:07,240
Okay.

1442
00:50:07,240 --> 00:50:08,240
I'm staying strong.

1443
00:50:08,240 --> 00:50:09,240
Re-evaluation.

1444
00:50:09,240 --> 00:50:10,240
Nope, I'm staying strong.

1445
00:50:10,240 --> 00:50:11,240
No, I'll still stick with four.

1446
00:50:11,240 --> 00:50:12,240
Okay.

1447
00:50:12,240 --> 00:50:13,240
Eight out of 10.

1448
00:50:13,240 --> 00:50:14,240
What?

1449
00:50:14,240 --> 00:50:15,840
Literally, there's nothing else on that survey.

1450
00:50:15,840 --> 00:50:17,360
I was like, what the f-

1451
00:50:17,360 --> 00:50:18,360
Is this from your brand?

1452
00:50:18,360 --> 00:50:19,360
Oh, it's from my hotel.

1453
00:50:19,360 --> 00:50:22,280
But like, okay, okay, okay, okay.

1454
00:50:22,280 --> 00:50:23,920
Do you follow up with this guest?

1455
00:50:23,920 --> 00:50:24,920
Because eight-

1456
00:50:24,920 --> 00:50:25,920
We always unfollow guys.

1457
00:50:25,920 --> 00:50:27,920
But eight out of 10, you're like, thanks.

1458
00:50:27,920 --> 00:50:28,920
No.

1459
00:50:28,920 --> 00:50:29,920
No, it's still failing.

1460
00:50:29,920 --> 00:50:30,920
You have to.

1461
00:50:30,920 --> 00:50:31,920
Oh, eight out of 10 is still failing.

1462
00:50:31,920 --> 00:50:32,920
Still failing.

1463
00:50:32,920 --> 00:50:33,920
You need a nine or a 10.

1464
00:50:33,920 --> 00:50:34,920
Yes.

1465
00:50:34,920 --> 00:50:35,920
Oh, I thought seven was still failing and eight was a pass.

1466
00:50:35,920 --> 00:50:38,120
So another fun fact.

1467
00:50:38,120 --> 00:50:43,040
So we just spoke briefly about the online review sites and then obviously our internal

1468
00:50:43,040 --> 00:50:49,200
metrics where I feel like a lot of our guests aren't quite educated on those rating skills.

1469
00:50:49,200 --> 00:50:56,240
So in particular platforms, some of them will take an overall average where it's like, okay,

1470
00:50:56,240 --> 00:50:59,400
you get a five for a location but a one for service.

1471
00:50:59,400 --> 00:51:01,960
It's going to average out to a three.

1472
00:51:01,960 --> 00:51:07,880
But some of our reviews, depending on the platforms, it has that one key line and that's

1473
00:51:07,880 --> 00:51:10,240
your score and it sticks to it.

1474
00:51:10,240 --> 00:51:12,120
Well, and that's exactly what I was going to share.

1475
00:51:12,120 --> 00:51:17,440
And I was going to build on it because different brands have different philosophies.

1476
00:51:17,440 --> 00:51:22,160
And like the one that we are the most familiar with on their surveys, they present it like

1477
00:51:22,160 --> 00:51:25,480
it's a 10 scale when in reality it's a yes or no.

1478
00:51:25,480 --> 00:51:26,480
It's true false.

1479
00:51:26,480 --> 00:51:27,480
If it's a five, it's a false.

1480
00:51:27,480 --> 00:51:29,680
If it's a nine, it's a true.

1481
00:51:29,680 --> 00:51:30,680
Right.

1482
00:51:30,680 --> 00:51:34,360
And that's the way it works on the backside of the facility.

1483
00:51:34,360 --> 00:51:37,400
I honestly disagree with that rating.

1484
00:51:37,400 --> 00:51:38,400
We all do.

1485
00:51:38,400 --> 00:51:39,400
Eight is not a fail.

1486
00:51:39,400 --> 00:51:40,400
Welcome to the bane of our existence.

1487
00:51:40,400 --> 00:51:41,400
I remember when seven was good.

1488
00:51:41,400 --> 00:51:42,400
Now eight is bad.

1489
00:51:42,400 --> 00:51:43,400
Yes.

1490
00:51:43,400 --> 00:51:44,400
Okay.

1491
00:51:44,400 --> 00:51:45,400
Well, and that's.

1492
00:51:45,400 --> 00:51:48,400
Can we can there be a yellow?

1493
00:51:48,400 --> 00:51:49,400
No, no, no.

1494
00:51:49,400 --> 00:51:50,400
Can seven be a yellow?

1495
00:51:50,400 --> 00:51:51,400
It's still black and white.

1496
00:51:51,400 --> 00:51:58,680
But like can seven be a you didn't do horrible, but there's room for improvement.

1497
00:51:58,680 --> 00:52:00,000
Our brand doesn't believe in that.

1498
00:52:00,000 --> 00:52:01,000
So wait, wait, wait, wait, wait.

1499
00:52:01,000 --> 00:52:02,000
No, no, no, no.

1500
00:52:02,000 --> 00:52:03,000
Yes, we do.

1501
00:52:03,000 --> 00:52:04,000
Yes, we do.

1502
00:52:04,000 --> 00:52:05,000
No.

1503
00:52:05,000 --> 00:52:06,000
Okay.

1504
00:52:06,000 --> 00:52:07,000
Time out.

1505
00:52:07,000 --> 00:52:08,000
Time out.

1506
00:52:08,000 --> 00:52:09,000
Penalty on the play.

1507
00:52:09,000 --> 00:52:11,920
So that is with our brand.

1508
00:52:11,920 --> 00:52:17,680
Now there is another brand that I am somewhat familiar with that they have a similar structure.

1509
00:52:17,680 --> 00:52:18,680
It's one out of 10.

1510
00:52:18,680 --> 00:52:21,080
A nine or a 10 is a one.

1511
00:52:21,080 --> 00:52:24,520
An eight to a four is a zero.

1512
00:52:24,520 --> 00:52:26,520
A one to a three is a negative.

1513
00:52:26,520 --> 00:52:27,520
Negative.

1514
00:52:27,520 --> 00:52:28,520
Oh, wow.

1515
00:52:28,520 --> 00:52:31,520
I didn't know that they did that.

1516
00:52:31,520 --> 00:52:32,520
That's wild.

1517
00:52:32,520 --> 00:52:33,520
Yikes.

1518
00:52:33,520 --> 00:52:37,760
I think it's really, really important that people understand that if you leave a survey

1519
00:52:37,760 --> 00:52:44,040
for a hotel on Expedia or booking.com or whatever, there is a negative impact to the hotel.

1520
00:52:44,040 --> 00:52:46,040
It does affect the hotel's business.

1521
00:52:46,040 --> 00:52:51,160
And I'm not saying that if your review is legitimate to not post it.

1522
00:52:51,160 --> 00:52:55,140
So if you truly have a negative experience, absolutely share it.

1523
00:52:55,140 --> 00:52:59,800
But before you say front desk staff was great, hotel was clean, loved the location, but my

1524
00:52:59,800 --> 00:53:04,360
key stopped working on my third day of my stay, one out of 10.

1525
00:53:04,360 --> 00:53:07,600
Before you do that, just take a moment to reflect on your own review.

1526
00:53:07,600 --> 00:53:10,240
Realistic expectations, you say?

1527
00:53:10,240 --> 00:53:11,240
I know.

1528
00:53:11,240 --> 00:53:12,240
Shocking.

1529
00:53:12,240 --> 00:53:13,240
Things happen.

1530
00:53:13,240 --> 00:53:15,280
Common sense is not that common, guys.

1531
00:53:15,280 --> 00:53:16,280
I know.

1532
00:53:16,280 --> 00:53:20,040
But here's my exception to this is that that's on those review sites.

1533
00:53:20,040 --> 00:53:21,280
It has an impact.

1534
00:53:21,280 --> 00:53:22,760
It's not going to be life shattering.

1535
00:53:22,760 --> 00:53:28,560
However, when you get that review from the brand, whether it's Hyatt or Marriott, what

1536
00:53:28,560 --> 00:53:34,080
have you, when you fill out those surveys and you say that the experience was a one

1537
00:53:34,080 --> 00:53:39,200
out of 10, those surveys legitimately have a direct impact on the people that work at

1538
00:53:39,200 --> 00:53:40,200
that hotel.

1539
00:53:40,200 --> 00:53:41,200
Yes.

1540
00:53:41,200 --> 00:53:44,320
GMs lose their jobs on bad surveys.

1541
00:53:44,320 --> 00:53:50,220
And now I'm not trying to defend bad GMs, but I am trying to say when you have a review

1542
00:53:50,220 --> 00:53:54,160
like this, guys, that I shared about the two rooms near an elevator and you give them a

1543
00:53:54,160 --> 00:53:58,560
one out of 10 and the hotel has done everything, but there is something else that's bothering

1544
00:53:58,560 --> 00:54:02,840
you that you're not putting in that survey or not addressing to the hotel staff.

1545
00:54:02,840 --> 00:54:04,480
It has a negative impact.

1546
00:54:04,480 --> 00:54:08,040
I'm going to share one last story with you and then we can then we can wrap this up for

1547
00:54:08,040 --> 00:54:09,040
the night.

1548
00:54:09,040 --> 00:54:10,040
So I got a call the other day.

1549
00:54:10,040 --> 00:54:11,040
Guy was upset.

1550
00:54:11,040 --> 00:54:16,400
He wants to know what I can do for them because when they checked in, they had an odor in

1551
00:54:16,400 --> 00:54:23,020
their room that they felt was unpleasant and they found that the pillowcase was dirty.

1552
00:54:23,020 --> 00:54:26,920
So we transferred them from their original room to a different room.

1553
00:54:26,920 --> 00:54:30,800
The next day they returned to find that they hadn't received service.

1554
00:54:30,800 --> 00:54:32,680
So he wants compensation.

1555
00:54:32,680 --> 00:54:35,240
What time of day did he come back?

1556
00:54:35,240 --> 00:54:36,240
In the late afternoon.

1557
00:54:36,240 --> 00:54:37,240
Good question.

1558
00:54:37,240 --> 00:54:38,720
We service rooms until five p.m.

1559
00:54:38,720 --> 00:54:43,840
But here's the thing is that the brand that I'm with only services rooms every other day

1560
00:54:43,840 --> 00:54:45,360
unless you request it.

1561
00:54:45,360 --> 00:54:47,000
It's service every second day.

1562
00:54:47,000 --> 00:54:48,000
Okay.

1563
00:54:48,000 --> 00:54:50,000
He didn't know this front desk explained it.

1564
00:54:50,000 --> 00:54:51,000
I'm like, why not?

1565
00:54:51,000 --> 00:54:52,140
Front desk explained it.

1566
00:54:52,140 --> 00:54:53,360
He didn't hear it.

1567
00:54:53,360 --> 00:54:54,680
So he says, I want compensation.

1568
00:54:54,680 --> 00:54:59,560
And I said, well, I'm a little confused at the request because you identified that there

1569
00:54:59,560 --> 00:55:00,840
was an issue upon arrival.

1570
00:55:00,840 --> 00:55:03,960
We transferred you from one room to another to make it right.

1571
00:55:03,960 --> 00:55:07,880
I understand that you felt that you should have received service on your second day,

1572
00:55:07,880 --> 00:55:09,320
but that's not the brand standard.

1573
00:55:09,320 --> 00:55:11,680
Well, I think I should be compensated, he says.

1574
00:55:11,680 --> 00:55:14,120
So I offered to take 10 percent off the guy's bill.

1575
00:55:14,120 --> 00:55:16,120
And I said, you know what?

1576
00:55:16,120 --> 00:55:19,800
Normally for a situation like this, we strive to make it right.

1577
00:55:19,800 --> 00:55:22,080
You had an issue in your initial room.

1578
00:55:22,080 --> 00:55:23,600
We transferred you to another room.

1579
00:55:23,600 --> 00:55:25,680
You felt that room was perfect for your needs.

1580
00:55:25,680 --> 00:55:27,540
I'm sorry that you didn't receive service.

1581
00:55:27,540 --> 00:55:28,660
That is a brand standard.

1582
00:55:28,660 --> 00:55:32,120
So normally in a situation like this, I wouldn't offer compensation.

1583
00:55:32,120 --> 00:55:33,120
But you know what?

1584
00:55:33,120 --> 00:55:34,120
I understand that you're upset.

1585
00:55:34,120 --> 00:55:35,120
I want to make this right for you.

1586
00:55:35,120 --> 00:55:36,560
So I'm going to give you 10 percent off.

1587
00:55:36,560 --> 00:55:39,520
So he says to me, I think you should do better than that.

1588
00:55:39,520 --> 00:55:41,200
Then you get nothing.

1589
00:55:41,200 --> 00:55:42,200
I hate that.

1590
00:55:42,200 --> 00:55:43,200
Yep.

1591
00:55:43,200 --> 00:55:48,120
So I said to him, I said, well, my first option of compensation for you is to offer you the

1592
00:55:48,120 --> 00:55:49,120
10 percent.

1593
00:55:49,120 --> 00:55:53,540
I said, you know, you're bringing something to me a day after your departure that occurred

1594
00:55:53,540 --> 00:55:54,800
on the day of arrival.

1595
00:55:54,800 --> 00:55:57,320
I can't go verify any of it.

1596
00:55:57,320 --> 00:56:00,120
I'm taking everything that you're saying at face value.

1597
00:56:00,120 --> 00:56:02,560
And I'm still going to offer you 10 percent.

1598
00:56:02,560 --> 00:56:03,560
Yes.

1599
00:56:03,560 --> 00:56:05,360
And he says, well, I think you should do better.

1600
00:56:05,360 --> 00:56:10,520
Well, again, now after explaining it to him, I said, you can either take the 10 percent

1601
00:56:10,520 --> 00:56:13,120
or my other recourse is to offer you nothing.

1602
00:56:13,120 --> 00:56:15,320
Love that so much.

1603
00:56:15,320 --> 00:56:16,560
And there was a long pause.

1604
00:56:16,560 --> 00:56:18,920
He says, I'll take the 10 percent.

1605
00:56:18,920 --> 00:56:19,920
Ten percent would be great.

1606
00:56:19,920 --> 00:56:20,920
I said, fantastic.

1607
00:56:20,920 --> 00:56:22,960
We'll process that refund for you immediately.

1608
00:56:22,960 --> 00:56:24,260
Still left a negative review.

1609
00:56:24,260 --> 00:56:25,260
Got more compensation.

1610
00:56:25,260 --> 00:56:27,520
Oh, I will give this guy nothing more.

1611
00:56:27,520 --> 00:56:28,520
Good.

1612
00:56:28,520 --> 00:56:29,520
I'm not.

1613
00:56:29,520 --> 00:56:30,520
That's always my issue.

1614
00:56:30,520 --> 00:56:35,280
I think the lesson here is if you're having an issue with your stay, talk about it with

1615
00:56:35,280 --> 00:56:37,400
the staff in that moment.

1616
00:56:37,400 --> 00:56:38,400
Yes.

1617
00:56:38,400 --> 00:56:43,720
If you have a problem with your room location, your key isn't working.

1618
00:56:43,720 --> 00:56:44,720
You didn't get service.

1619
00:56:44,720 --> 00:56:47,040
Talk to the front desk.

1620
00:56:47,040 --> 00:56:51,920
And when you're leaving that angry voicemail for the GM late on a Friday night, they ain't

1621
00:56:51,920 --> 00:56:52,960
going to call you back.

1622
00:56:52,960 --> 00:56:56,280
And they don't call you back until midday on Monday.

1623
00:56:56,280 --> 00:56:58,560
No, that's because they work Monday through Friday.

1624
00:56:58,560 --> 00:57:01,080
Or yes, they chase you to your car.

1625
00:57:01,080 --> 00:57:03,240
We'll have to tell that story in another pod.

1626
00:57:03,240 --> 00:57:04,240
All right.

1627
00:57:04,240 --> 00:57:08,440
So for those listening, if you have any stories you'd like to share, please send them to us.

1628
00:57:08,440 --> 00:57:12,100
You can find us at TFTSI.com for our website.

1629
00:57:12,100 --> 00:57:16,760
There is a submission form there if you'd like to share a story, an anecdote.

1630
00:57:16,760 --> 00:57:20,760
But we'd appreciate no more marriage proposals in that place.

1631
00:57:20,760 --> 00:57:21,760
Thank you.

1632
00:57:21,760 --> 00:57:23,720
Oh my goodness.

1633
00:57:23,720 --> 00:57:28,520
Or if you had a negative experience and you're just curious on how somebody could have handled

1634
00:57:28,520 --> 00:57:29,520
it in a better way.

1635
00:57:29,520 --> 00:57:30,520
I love that.

1636
00:57:30,520 --> 00:57:31,520
I.

1637
00:57:31,520 --> 00:57:35,960
Or if you have questions about how the industry works or if you want to share an inside tip

1638
00:57:35,960 --> 00:57:39,880
on how your industry works, you can certainly leave a submission there.

1639
00:57:39,880 --> 00:57:45,000
You can also email us directly at og3 at TFTSI.com.

1640
00:57:45,000 --> 00:57:49,080
That's og the number three at TFTSI.com.

1641
00:57:49,080 --> 00:57:54,720
Or if you want to be a part of our homework assignment and finding more reviews that kind

1642
00:57:54,720 --> 00:58:00,360
of just don't make sense, feel free to take screenshots and send us an email.

1643
00:58:00,360 --> 00:58:01,360
That would be awesome.

1644
00:58:01,360 --> 00:58:03,360
And you can also wish Liz well in her recovery.

1645
00:58:03,360 --> 00:58:04,360
Oh, thank you guys.

1646
00:58:04,360 --> 00:58:05,360
I really appreciate it.

1647
00:58:05,360 --> 00:58:07,760
And I'm so happy to be back.

1648
00:58:07,760 --> 00:58:10,760
And on that note, we will see you again in about two weeks.

1649
00:58:10,760 --> 00:58:11,760
Bye.

1650
00:58:11,760 --> 00:58:20,080
Peace