1
00:00:00,000 --> 00:00:11,600
The ravers are never even that bad.

2
00:00:11,600 --> 00:00:12,600
Sometimes they can be.

3
00:00:12,600 --> 00:00:14,600
Do you want to know who's the problem with the rave?

4
00:00:14,600 --> 00:00:15,600
Happen?

5
00:00:15,600 --> 00:00:17,600
The rave staff are the worst.

6
00:00:17,600 --> 00:00:19,600
Oh, I thought you meant the hotel staff.

7
00:00:19,600 --> 00:00:20,600
Yeah, I was really confused.

8
00:00:20,600 --> 00:00:21,600
The rave staff.

9
00:00:21,600 --> 00:00:24,600
So we have a staff block and then we have like attendees.

10
00:00:24,600 --> 00:00:26,200
The attendees are normally good.

11
00:00:26,200 --> 00:00:29,840
Like we haven't signed the waivers, but it's like the staff that just think they're

12
00:00:29,840 --> 00:00:33,200
like all that bag of chips and like they're above everything.

13
00:00:33,200 --> 00:00:34,880
They're the ones that are we smoking in the rooms.

14
00:00:34,880 --> 00:00:37,280
They're the ones that have to go up and like tell them to stop.

15
00:00:37,280 --> 00:00:38,440
I'm going to kick them out.

16
00:00:38,440 --> 00:00:40,640
This last time though, it was really sad.

17
00:00:40,640 --> 00:00:41,640
There was this girl.

18
00:00:41,640 --> 00:00:42,880
She showed up at like 2am.

19
00:00:42,880 --> 00:00:50,760
She was completely obliterated, like drunk as a skunk and had no phone, no wallet, nothing

20
00:00:50,760 --> 00:00:52,760
somehow got here.

21
00:00:52,760 --> 00:00:55,680
And she was like, are my friends here?

22
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And her friends just straight up left her.

23
00:00:58,560 --> 00:01:03,080
And she was giving us her friends names and we couldn't find them.

24
00:01:03,080 --> 00:01:05,160
So she basically slept in the lobby.

25
00:01:05,160 --> 00:01:09,240
My team was like trying to help her track her friends down, but she was just so obliterated

26
00:01:09,240 --> 00:01:11,240
that they couldn't get anything from her and her friends.

27
00:01:11,240 --> 00:01:14,080
And so 7 o'clock the AM team comes in and they're like, what's that girl doing like sleeping

28
00:01:14,080 --> 00:01:15,080
in the lobby?

29
00:01:15,080 --> 00:01:16,640
And the night owner is like, yeah, I couldn't find her friends.

30
00:01:16,640 --> 00:01:18,440
And they're like, did you call around to other hotels?

31
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And he's like, uh, no.

32
00:01:20,320 --> 00:01:22,480
So my AM gals because they have empathy.

33
00:01:22,480 --> 00:01:27,520
So they call and they're like, look, I know you can't tell me who's staying there, but

34
00:01:27,520 --> 00:01:30,960
half this girl, she has no phone, no wallet, no nothing.

35
00:01:30,960 --> 00:01:34,920
Her friends just like abandoned her and she seems to think she's staying at this brand.

36
00:01:34,920 --> 00:01:39,080
I know you can't tell me if they're there, but maybe you could let me know if maybe I

37
00:01:39,080 --> 00:01:44,080
should send her your guys's way if it gave the name and the friend has given it was like,

38
00:01:44,080 --> 00:01:49,000
I cannot tell you whether or not that guest is staying here, but maybe she wants to come

39
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hang out over here instead.

40
00:01:50,480 --> 00:01:52,240
We're like, got it.

41
00:01:52,240 --> 00:01:53,240
Thank you.

42
00:01:53,240 --> 00:01:55,400
So she ended up in a random hotel.

43
00:01:55,400 --> 00:02:02,320
So she happens and like didn't recognize like this isn't the lobby I walked out of earlier.

44
00:02:02,320 --> 00:02:03,640
Convention hotels.

45
00:02:03,640 --> 00:02:05,720
I finished your story and then I have a story.

46
00:02:05,720 --> 00:02:06,720
I'm going to jump in.

47
00:02:06,720 --> 00:02:07,720
Go.

48
00:02:07,720 --> 00:02:08,720
Go.

49
00:02:08,720 --> 00:02:11,880
But so the girl sat there and at least we figured out, okay, we know where her friends

50
00:02:11,880 --> 00:02:15,360
are and she started to like come to more and we're like, do you want us to help like

51
00:02:15,360 --> 00:02:16,360
get you a ride?

52
00:02:16,360 --> 00:02:17,360
And she's like, no, it's okay.

53
00:02:17,360 --> 00:02:19,200
How did she get a ride?

54
00:02:19,200 --> 00:02:22,200
The front desk agents were just going to spot her and get her an Uber and take her over

55
00:02:22,200 --> 00:02:23,200
there.

56
00:02:23,200 --> 00:02:24,200
Well, yeah, cause she didn't have a phone.

57
00:02:24,200 --> 00:02:25,200
She couldn't call an Uber.

58
00:02:25,200 --> 00:02:26,200
She didn't have anything.

59
00:02:26,200 --> 00:02:28,200
And she was young like, and the front desk agents were pissed.

60
00:02:28,200 --> 00:02:30,720
They're like, what kind of fucking friends does this girl have?

61
00:02:30,720 --> 00:02:32,320
They just would leave her.

62
00:02:32,320 --> 00:02:35,440
They were all mad for her, but she was all like, is this fine?

63
00:02:35,440 --> 00:02:40,840
So they call the hotel and they're like, can you just transfer us to a room?

64
00:02:40,840 --> 00:02:43,200
And the front desk is like, yeah, yeah, yeah, yeah.

65
00:02:43,200 --> 00:02:46,200
Transfer to the room and my desk agents like, Hey, and they're like, hi.

66
00:02:46,200 --> 00:02:48,960
And they're like, are you missing someone?

67
00:02:48,960 --> 00:02:51,320
And the guy's like, Oh, no.

68
00:02:51,320 --> 00:02:55,120
And he's like, you're not missing a friend by the name of and said the name was like,

69
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Oh, yeah, we are.

70
00:02:56,680 --> 00:02:58,920
And he's like, yeah, she's here.

71
00:02:58,920 --> 00:03:00,920
Not too good of a friend.

72
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Do you want to come get her?

73
00:03:02,400 --> 00:03:04,040
Or do you want us to send her your way?

74
00:03:04,040 --> 00:03:05,320
Oh, no, no, no, it's okay.

75
00:03:05,320 --> 00:03:06,320
We'll get her.

76
00:03:06,320 --> 00:03:07,320
We'll get her.

77
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An hour goes by, still nothing.

78
00:03:09,800 --> 00:03:10,800
And I couldn't nine.

79
00:03:10,800 --> 00:03:12,120
I'm like, what's going on with the girl in the lobby?

80
00:03:12,120 --> 00:03:14,240
They're like her friends, like just abandoned her.

81
00:03:14,240 --> 00:03:15,240
They said they're going to come pick her up.

82
00:03:15,240 --> 00:03:16,240
They haven't.

83
00:03:16,240 --> 00:03:17,600
And so I was piqued.

84
00:03:17,600 --> 00:03:20,560
And so I call and I'm like, can you guys transfer me to that room again?

85
00:03:20,560 --> 00:03:21,560
I like, yeah, I transferred.

86
00:03:21,560 --> 00:03:23,200
I'm like, Hey, so are you guys coming or not?

87
00:03:23,200 --> 00:03:24,600
Do I need to come drive her over there?

88
00:03:24,600 --> 00:03:26,120
Oh, no, no, we're coming right now.

89
00:03:26,120 --> 00:03:27,560
We're coming right now.

90
00:03:27,560 --> 00:03:29,040
And then they came and picked her up.

91
00:03:29,040 --> 00:03:32,840
But the front desk agents were like telling us, grab it like, dude, you need to get better

92
00:03:32,840 --> 00:03:33,840
friends.

93
00:03:33,840 --> 00:03:34,840
This isn't okay.

94
00:03:34,840 --> 00:03:36,800
Like you, you need to rethink your life.

95
00:03:36,800 --> 00:03:39,000
Or were they just like rave friends?

96
00:03:39,000 --> 00:03:41,960
That's my desk agents asked her like, how long have you known these people?

97
00:03:41,960 --> 00:03:44,280
And she's known them like a while.

98
00:03:44,280 --> 00:03:46,200
Since last year's rave.

99
00:03:46,200 --> 00:03:52,120
But if she was that obliterated, like no one considered like, I don't, is calling 911.

100
00:03:52,120 --> 00:03:53,120
Like I wouldn't do that to someone.

101
00:03:53,120 --> 00:03:55,400
Unless they were being disruptive or something.

102
00:03:55,400 --> 00:03:56,400
Exactly.

103
00:03:56,400 --> 00:03:59,640
Like she wasn't, I heard she was just kind of like sad and quiet and just sat there like

104
00:03:59,640 --> 00:04:01,560
waiting for someone to come find her.

105
00:04:01,560 --> 00:04:04,400
How far away was the other hotel?

106
00:04:04,400 --> 00:04:05,400
Five, six miles.

107
00:04:05,400 --> 00:04:07,920
It's not in the downtown area.

108
00:04:07,920 --> 00:04:08,920
It's like a little.

109
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Got it.

110
00:04:09,920 --> 00:04:13,040
Cause some brand hotels are diagonally close together.

111
00:04:13,040 --> 00:04:14,040
Correct.

112
00:04:14,040 --> 00:04:15,040
Could she walk?

113
00:04:15,040 --> 00:04:16,040
Was not a walk.

114
00:04:16,040 --> 00:04:20,760
I did for a period of time work at a convention hotel where there was over 16 branded hotels

115
00:04:20,760 --> 00:04:21,920
within a couple blocks.

116
00:04:21,920 --> 00:04:28,760
Anyways, it was during a very, very, very peak convention that this person showed up

117
00:04:28,760 --> 00:04:31,560
at the front desk, completely obliterated.

118
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They're like trying to get a key to their room.

119
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And so they kept showing us like the keys to the room and this, that and the other.

120
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And we're like, we don't not hear in this specific brand.

121
00:04:41,480 --> 00:04:43,160
We all have the same keys.

122
00:04:43,160 --> 00:04:44,160
Yes.

123
00:04:44,160 --> 00:04:48,800
But the room number, however, was not something that we had at that hotel.

124
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Long story short.

125
00:04:49,960 --> 00:04:55,960
He ends up vomiting over himself, passes out just completely like mid conversation, mid

126
00:04:55,960 --> 00:05:00,280
everything hits the concrete and he was so drunk.

127
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Security came over.

128
00:05:01,280 --> 00:05:02,760
We got him into the wheelchair.

129
00:05:02,760 --> 00:05:06,280
My Bellman, he's like, I think there's a couple of different hotels that would have

130
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this room number.

131
00:05:07,280 --> 00:05:10,520
And there was one that he had previously worked at.

132
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So he's like, let's call them first.

133
00:05:12,680 --> 00:05:19,120
He calls them, figures out, yes, this is the person that is registered to that room.

134
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This Bellman literally rolled him in the wheelchair to the hotel.

135
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No.

136
00:05:25,560 --> 00:05:26,560
Oh my God.

137
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Can you imagine just someone passed out in the wheelchair like, could you imagine being

138
00:05:33,080 --> 00:05:36,320
the front desk agent at the receiving end of the hotel?

139
00:05:36,320 --> 00:05:38,280
Like why are you bringing this to me?

140
00:05:38,280 --> 00:05:41,920
What is walking into my hotel?

141
00:05:41,920 --> 00:05:43,280
Not walking, rolling.

142
00:05:43,280 --> 00:05:48,640
If it was B issue, just look at him and go, no, no, no, no, not today.

143
00:05:48,640 --> 00:05:49,640
What?

144
00:05:49,640 --> 00:05:50,640
No.

145
00:05:50,640 --> 00:05:51,640
Seriously.

146
00:05:51,640 --> 00:05:56,760
But no, that is a common thing, especially in these highly concentrated like convention

147
00:05:56,760 --> 00:06:01,040
areas because at the end of the day, they all kind of look the same.

148
00:06:01,040 --> 00:06:04,640
And when you're not really paying attention, if it's your friends room or your family's

149
00:06:04,640 --> 00:06:10,000
room or whatever, it's just a hotel's a hotel and you walk in and I think I have a room

150
00:06:10,000 --> 00:06:11,000
here.

151
00:06:11,000 --> 00:06:14,240
And if it's a specific brand and you're like calling a rideshare, it's like, sure, input

152
00:06:14,240 --> 00:06:16,680
brand name and the first one that might pop up.

153
00:06:16,680 --> 00:06:17,680
Yep.

154
00:06:17,680 --> 00:06:18,680
So, it's a ride-to-air.

155
00:06:18,680 --> 00:06:19,680
100%.

156
00:06:19,680 --> 00:06:20,680
But do you know what's interesting?

157
00:06:20,680 --> 00:06:21,840
Our hotels are nothing alike.

158
00:06:21,840 --> 00:06:22,840
That's a select service.

159
00:06:22,840 --> 00:06:24,000
We're a full service.

160
00:06:24,000 --> 00:06:25,000
They're small.

161
00:06:25,000 --> 00:06:26,840
We're big, but people confuse us all the time.

162
00:06:26,840 --> 00:06:27,840
Oh, way to brag.

163
00:06:27,840 --> 00:06:28,840
It's the brand.

164
00:06:28,840 --> 00:06:29,840
No, it's just size.

165
00:06:29,840 --> 00:06:35,080
Okay, size doesn't always matter.

166
00:06:35,080 --> 00:06:38,240
But people confuse us because they go, yeah, you're the B brand.

167
00:06:38,240 --> 00:06:40,440
We're like, yes, but on what street?

168
00:06:40,440 --> 00:06:41,680
They go this street.

169
00:06:41,680 --> 00:06:42,680
Nope.

170
00:06:42,680 --> 00:06:45,280
That one's by the college and we're in the downtown area.

171
00:06:45,280 --> 00:06:47,280
So yeah, what's that?

172
00:06:47,280 --> 00:06:49,640
Should we, I don't know, maybe do an intro?

173
00:06:49,640 --> 00:06:54,480
Yeah, I mean, now that we're several minutes and one story, well, two stories in.

174
00:06:54,480 --> 00:06:55,480
Sorry.

175
00:06:55,480 --> 00:06:57,240
Welcome back to Tales From The Service Industry.

176
00:06:57,240 --> 00:06:58,240
I'm your host, I'm Bill.

177
00:06:58,240 --> 00:07:01,000
Tonight, we have Liz, Ms. B and Gwen joining us.

178
00:07:01,000 --> 00:07:02,000
Hey, guys.

179
00:07:02,000 --> 00:07:03,000
Hi, team.

180
00:07:03,000 --> 00:07:04,000
Oh, hey.

181
00:07:04,000 --> 00:07:07,120
So now that we've primed the whole show.

182
00:07:07,120 --> 00:07:08,800
They heard the intro music.

183
00:07:08,800 --> 00:07:11,480
Yeah, they know where they are.

184
00:07:11,480 --> 00:07:13,480
You still hurting the baby?

185
00:07:13,480 --> 00:07:14,480
Yeah.

186
00:07:14,480 --> 00:07:15,480
Bazing.

187
00:07:15,480 --> 00:07:17,600
It's a forever cough, okay?

188
00:07:17,600 --> 00:07:18,600
It is.

189
00:07:18,600 --> 00:07:19,600
It is.

190
00:07:19,600 --> 00:07:20,600
Is that what it is?

191
00:07:20,600 --> 00:07:21,600
Yeah.

192
00:07:21,600 --> 00:07:25,360
Oh, I thought you were just always somewhat sick with the toddler.

193
00:07:25,360 --> 00:07:26,360
You know what's funny?

194
00:07:26,360 --> 00:07:28,640
Oh, the little human Petri dishes.

195
00:07:28,640 --> 00:07:33,280
Oh, but no, I have a permanent cough because my acid reflux.

196
00:07:33,280 --> 00:07:36,640
On this episode, we discussed Ms. B's past medical history.

197
00:07:36,640 --> 00:07:38,640
It's just not pretty.

198
00:07:38,640 --> 00:07:39,640
Cut up on yours.

199
00:07:39,640 --> 00:07:42,160
Oh, we have caught up on mine.

200
00:07:42,160 --> 00:07:44,160
Yeah, fair enough, fair enough.

201
00:07:44,160 --> 00:07:45,680
Oh, man.

202
00:07:45,680 --> 00:07:46,680
But we're back.

203
00:07:46,680 --> 00:07:47,680
I'm back, guys.

204
00:07:47,680 --> 00:07:48,680
I missed you.

205
00:07:48,680 --> 00:07:49,680
And we missed you, too.

206
00:07:49,680 --> 00:07:50,680
You have no idea.

207
00:07:50,680 --> 00:07:51,680
How was your time away from us?

208
00:07:51,680 --> 00:07:52,680
Horrible.

209
00:07:52,680 --> 00:07:53,680
Don't hold back.

210
00:07:53,680 --> 00:07:56,080
One thing after another.

211
00:07:56,080 --> 00:07:58,280
You were lacking your weekly therapy.

212
00:07:58,280 --> 00:07:59,280
I was.

213
00:07:59,280 --> 00:08:03,600
So I'm very happy to be back to get my therapy and my time with my guys.

214
00:08:03,600 --> 00:08:04,600
We're back on the wagon.

215
00:08:04,600 --> 00:08:05,600
Yeah, yeah.

216
00:08:05,600 --> 00:08:07,240
We're back on the wagon.

217
00:08:07,240 --> 00:08:13,240
Well, last we spoke, we were kind of in the beginning stages of spring break.

218
00:08:13,240 --> 00:08:16,680
We are now at the tail end of spring break.

219
00:08:16,680 --> 00:08:17,680
Yep.

220
00:08:17,680 --> 00:08:19,080
Yeah, I've got some stories.

221
00:08:19,080 --> 00:08:20,080
Yay.

222
00:08:20,080 --> 00:08:24,080
So I don't know if I mentioned the pool deck resurfacing project.

223
00:08:24,080 --> 00:08:25,080
Yes.

224
00:08:25,080 --> 00:08:26,920
Remind me where I left that.

225
00:08:26,920 --> 00:08:32,600
The last I remember was the pool deck being cleared, the pool closed, and some dude doing

226
00:08:32,600 --> 00:08:33,600
laps.

227
00:08:33,600 --> 00:08:34,600
Oh, yeah, yeah, yeah.

228
00:08:34,600 --> 00:08:36,520
I think the resident side was closed, right?

229
00:08:36,520 --> 00:08:37,520
Correct.

230
00:08:37,520 --> 00:08:38,520
Okay.

231
00:08:38,520 --> 00:08:39,520
Yeah.

232
00:08:39,520 --> 00:08:42,840
So all of the lap swimmers and the teenagers sneaking into the hot tub.

233
00:08:42,840 --> 00:08:45,080
Yeah, ruined the pool deck.

234
00:08:45,080 --> 00:08:46,640
Oh, yes.

235
00:08:46,640 --> 00:08:49,200
So Miss B, you're really familiar with the property.

236
00:08:49,200 --> 00:08:53,240
So my side of things, the pool deck was getting resurfaced one week.

237
00:08:53,240 --> 00:08:57,160
The other side of the properties pool deck was getting resurfaced the following week.

238
00:08:57,160 --> 00:08:58,840
In the middle of spring break.

239
00:08:58,840 --> 00:08:59,960
I will thought this through.

240
00:08:59,960 --> 00:09:04,160
I will get into this because I had this exact conversation with a guest.

241
00:09:04,160 --> 00:09:05,760
So hold on to that thought.

242
00:09:05,760 --> 00:09:06,760
Okay.

243
00:09:06,760 --> 00:09:08,560
Was it a schedule set by the previous GM?

244
00:09:08,560 --> 00:09:09,560
It was not.

245
00:09:09,560 --> 00:09:11,880
Oh, I would be surprised.

246
00:09:11,880 --> 00:09:13,760
That was a very fair question.

247
00:09:13,760 --> 00:09:17,880
No, it was just my attempt to throw her under the bus.

248
00:09:17,880 --> 00:09:19,200
She's always under the bus.

249
00:09:19,200 --> 00:09:21,880
She's being dragged under the bus constantly.

250
00:09:21,880 --> 00:09:22,880
Really?

251
00:09:22,880 --> 00:09:23,880
Are you happy with that?

252
00:09:23,880 --> 00:09:24,880
In Bill's eyes.

253
00:09:24,880 --> 00:09:25,880
Yes.

254
00:09:25,880 --> 00:09:28,480
It does make me feel a little better.

255
00:09:28,480 --> 00:09:34,840
So the resident side got the resurfacing done and then we had to rain the next day.

256
00:09:34,840 --> 00:09:39,880
So the combination of all the things of people sneaking the pool, the hot tub and the rain,

257
00:09:39,880 --> 00:09:44,280
the paint didn't get a full chance to like seal and dry effectively.

258
00:09:44,280 --> 00:09:49,720
So I am there in the rain and I'm like, well, let me go down to the pool deck and see how

259
00:09:49,720 --> 00:09:51,320
it's doing.

260
00:09:51,320 --> 00:09:56,840
And there are not bubbles, but bubbles of water underneath the layer of paint.

261
00:09:56,840 --> 00:10:00,000
And in some areas it's already cracked.

262
00:10:00,000 --> 00:10:04,760
And I could just peel the corner and I'm peeling paint away from the pool deck.

263
00:10:04,760 --> 00:10:08,920
But they're starting the other side, you know, three days later, it's currently Saturday.

264
00:10:08,920 --> 00:10:10,160
They're going to start that on Monday.

265
00:10:10,160 --> 00:10:11,680
So I take a couple of pictures.

266
00:10:11,680 --> 00:10:15,680
I reported to my general manager, Hey, just want to bring this to your attention.

267
00:10:15,680 --> 00:10:19,560
I don't really know what to do here, but like we're open.

268
00:10:19,560 --> 00:10:23,080
So she affords that to the director of engineering.

269
00:10:23,080 --> 00:10:28,960
And on that Monday, they not only close the other pool down for hotel guests, they close

270
00:10:28,960 --> 00:10:32,040
a portion of my pool deck down.

271
00:10:32,040 --> 00:10:37,680
And that is the entire side with access to the hot tub and restrooms.

272
00:10:37,680 --> 00:10:39,240
Did they tell you?

273
00:10:39,240 --> 00:10:40,680
No, of course they didn't.

274
00:10:40,680 --> 00:10:41,680
Come on.

275
00:10:41,680 --> 00:10:43,440
Sorry, I just need clarification here.

276
00:10:43,440 --> 00:10:44,440
Okay.

277
00:10:44,440 --> 00:10:48,440
No, I was just so you just walked in Monday morning and you're like, well, what's happening?

278
00:10:48,440 --> 00:10:52,520
I walked in and the receptionist is like, Hey, so the pool's closed.

279
00:10:52,520 --> 00:10:54,120
I'm like, what are you talking about?

280
00:10:54,120 --> 00:10:55,120
No, it's not closed.

281
00:10:55,120 --> 00:10:57,680
She's like, you're like, did you read the email?

282
00:10:57,680 --> 00:11:00,520
I literally said, no, no, no.

283
00:11:00,520 --> 00:11:02,920
Clearly we said like Saturday we were reopened.

284
00:11:02,920 --> 00:11:06,000
And she's like, well, engineering is like down there.

285
00:11:06,000 --> 00:11:11,480
So we closed the section with the hot tub access to the restrooms and access to, you

286
00:11:11,480 --> 00:11:14,720
know, my staff has, funny enough, we call it a cabana.

287
00:11:14,720 --> 00:11:19,800
It's a closet, but that's where we store extra towels, like things we need for boat

288
00:11:19,800 --> 00:11:23,360
rentals, the keys, the maps, ice bucket.

289
00:11:23,360 --> 00:11:28,400
Like it's just our catch all for the outside area closed.

290
00:11:28,400 --> 00:11:29,400
No access.

291
00:11:29,400 --> 00:11:32,120
You mean no, no, no, and no warning.

292
00:11:32,120 --> 00:11:35,960
They're actively like grinding the paint off or like sanding the paint.

293
00:11:35,960 --> 00:11:43,640
So the area is closed and mind you, the other pool deck is also closed.

294
00:11:43,640 --> 00:11:48,760
So it's 25% of my pool deck that is not available.

295
00:11:48,760 --> 00:11:51,600
But to the guests, that's 75%.

296
00:11:51,600 --> 00:11:52,600
Of course.

297
00:11:52,600 --> 00:11:53,600
Yeah.

298
00:11:53,600 --> 00:11:55,000
So the boat rentals, it's 100%.

299
00:11:55,000 --> 00:11:58,920
The boat rentals, we have to walk them down like the ugly alley.

300
00:11:58,920 --> 00:12:01,240
It's a longer walk.

301
00:12:01,240 --> 00:12:03,640
And it's not so pretty.

302
00:12:03,640 --> 00:12:08,240
They're walking past like dumpsters and construction trucks.

303
00:12:08,240 --> 00:12:11,640
It's not the luxurious waterfront property.

304
00:12:11,640 --> 00:12:14,680
You're like, where the heck are you taking me?

305
00:12:14,680 --> 00:12:16,320
It might feel like you're getting kidnapped.

306
00:12:16,320 --> 00:12:18,440
Don't you think?

307
00:12:18,440 --> 00:12:19,440
Yeah.

308
00:12:19,440 --> 00:12:23,840
And we're the only pool deck open on property and it's finally good weather.

309
00:12:23,840 --> 00:12:24,840
It's spring break.

310
00:12:24,840 --> 00:12:27,320
We have a bunch of, what do you call it?

311
00:12:27,320 --> 00:12:28,800
Is it transient guest?

312
00:12:28,800 --> 00:12:29,800
Yes.

313
00:12:29,800 --> 00:12:30,800
Leisure.

314
00:12:30,800 --> 00:12:31,800
Leisure transient guest.

315
00:12:31,800 --> 00:12:32,800
Look at me.

316
00:12:32,800 --> 00:12:33,800
I'm learning.

317
00:12:33,800 --> 00:12:34,800
I know.

318
00:12:34,800 --> 00:12:39,480
And I turned into a resort pool attendant because I feel like I'm the only one capable

319
00:12:39,480 --> 00:12:42,800
of having these conversations of providing a level of service.

320
00:12:42,800 --> 00:12:43,800
Yes.

321
00:12:43,800 --> 00:12:44,800
Hi.

322
00:12:44,800 --> 00:12:45,800
Welcome.

323
00:12:45,800 --> 00:12:46,800
My name is Liz.

324
00:12:46,800 --> 00:12:47,800
I'm here to assist you.

325
00:12:47,800 --> 00:12:48,800
What's your name?

326
00:12:48,800 --> 00:12:49,800
What's your reason of stay?

327
00:12:49,800 --> 00:12:51,240
So resort guests, we're using your pool.

328
00:12:51,240 --> 00:12:52,240
Yes.

329
00:12:52,240 --> 00:12:53,240
How much has changed?

330
00:12:53,240 --> 00:12:54,240
This is so crazy.

331
00:12:54,240 --> 00:12:56,280
Well, yeah, we can get into that.

332
00:12:56,280 --> 00:12:57,280
God.

333
00:12:57,280 --> 00:13:00,360
And I am like, oh my gosh, they're expecting, you know, five star service.

334
00:13:00,360 --> 00:13:02,200
I have to bring them pool towels.

335
00:13:02,200 --> 00:13:05,920
I will do, I will bend over backwards for them.

336
00:13:05,920 --> 00:13:08,320
But in these interactions, I also have to explain.

337
00:13:08,320 --> 00:13:09,320
I'm sorry.

338
00:13:09,320 --> 00:13:10,320
So we have no hot tub.

339
00:13:10,320 --> 00:13:12,560
We have no restrooms on the pool deck.

340
00:13:12,560 --> 00:13:13,560
You can't order food.

341
00:13:13,560 --> 00:13:17,640
You have to order room service because we don't have pool service yet.

342
00:13:17,640 --> 00:13:20,040
So yeah, let me know if you need anything.

343
00:13:20,040 --> 00:13:21,040
Bye.

344
00:13:21,040 --> 00:13:22,480
But this is a long spiel.

345
00:13:22,480 --> 00:13:25,080
And these guests are like, thank you.

346
00:13:25,080 --> 00:13:26,080
So what do you have?

347
00:13:26,080 --> 00:13:27,360
Thank you, I think.

348
00:13:27,360 --> 00:13:33,320
So we finally, I'm like getting through the day and a couple hours go by and I get a radio

349
00:13:33,320 --> 00:13:34,320
call.

350
00:13:34,320 --> 00:13:36,240
Liz, I need you on the pool deck right now.

351
00:13:36,240 --> 00:13:37,960
You're like pool decks closed.

352
00:13:37,960 --> 00:13:38,960
Okay.

353
00:13:38,960 --> 00:13:39,960
Copy.

354
00:13:39,960 --> 00:13:41,480
Someone's demanding a manager.

355
00:13:41,480 --> 00:13:44,280
I'm like, okay, I'll be down like in a second.

356
00:13:44,280 --> 00:13:47,240
And this associate comes running upstairs.

357
00:13:47,240 --> 00:13:53,040
Mind you, my office is of course indoors, but on the second floor in like a corner.

358
00:13:53,040 --> 00:13:58,760
So it's a bit of a walk away from the pool deck and he comes storming in and he starts

359
00:13:58,760 --> 00:14:01,960
like, you know, when you're yelling at someone, but you're not yelling at them.

360
00:14:01,960 --> 00:14:03,160
You're yelling over the situation.

361
00:14:03,160 --> 00:14:04,160
Yes.

362
00:14:04,160 --> 00:14:05,160
Yeah.

363
00:14:05,160 --> 00:14:06,160
Like you just need to yell.

364
00:14:06,160 --> 00:14:11,960
He was just yelling at me and I had to tell him like, okay, we're in a public area.

365
00:14:11,960 --> 00:14:13,960
Take it down and calm down.

366
00:14:13,960 --> 00:14:16,160
Do you need a breather?

367
00:14:16,160 --> 00:14:19,320
He's like, these people are just obnoxious.

368
00:14:19,320 --> 00:14:23,880
They went over the tape and we're in the hot tub and I told them to get out and they're

369
00:14:23,880 --> 00:14:24,880
so upset.

370
00:14:24,880 --> 00:14:28,400
There's no hot tub and they demanded to talk to a manager and they're down there mocking

371
00:14:28,400 --> 00:14:29,400
me.

372
00:14:29,400 --> 00:14:31,160
So you need to go down there and handle it.

373
00:14:31,160 --> 00:14:32,400
No, mocking.

374
00:14:32,400 --> 00:14:34,160
I have no tolerance.

375
00:14:34,160 --> 00:14:37,360
So I said, okay, I will handle it.

376
00:14:37,360 --> 00:14:40,880
So I go down to the pool deck, but I do it slyly.

377
00:14:40,880 --> 00:14:46,240
I'm like, let me put around, let me pick up a couple of dishes, dirty towels to pick

378
00:14:46,240 --> 00:14:47,240
up.

379
00:14:47,240 --> 00:14:52,640
I'm kind of assessing the situation, figuring out who these naughty guests are.

380
00:14:52,640 --> 00:14:58,840
And there's a group of rambunctious teenage boys, of course, in the pool and my back

381
00:14:58,840 --> 00:15:03,440
is to them and I can hear them yelling, Oh, is that the manager?

382
00:15:03,440 --> 00:15:05,880
Are you the manager?

383
00:15:05,880 --> 00:15:10,800
And I'm just like laughing under my breath at this and I turn and I'm like, hi, how can

384
00:15:10,800 --> 00:15:12,480
I help you?

385
00:15:12,480 --> 00:15:16,720
And then the mom spouts out and she's like, Oh my God, are you the manager?

386
00:15:16,720 --> 00:15:21,040
I, and I kneel down to her level and I'm like, my name is Liz.

387
00:15:21,040 --> 00:15:22,800
Like what's going on?

388
00:15:22,800 --> 00:15:29,320
And she continues to hoot and holler that she would never stay at this resort on spring

389
00:15:29,320 --> 00:15:33,720
break all the way from 45 minutes away.

390
00:15:33,720 --> 00:15:39,160
If she knew we wouldn't have a hot tub available for her.

391
00:15:39,160 --> 00:15:41,080
I go, Oh my God, I'm so sorry.

392
00:15:41,080 --> 00:15:42,920
So I explain the whole situation.

393
00:15:42,920 --> 00:15:44,080
This is what happened.

394
00:15:44,080 --> 00:15:45,080
This got done.

395
00:15:45,080 --> 00:15:46,440
Then that is getting done.

396
00:15:46,440 --> 00:15:49,800
This week, but you know, we had to fix a couple spots here.

397
00:15:49,800 --> 00:15:51,680
It was unanticipated.

398
00:15:51,680 --> 00:15:52,880
I'm so sorry.

399
00:15:52,880 --> 00:15:53,880
I wish I could help you.

400
00:15:53,880 --> 00:15:55,640
I'm hoping it opens up tomorrow.

401
00:15:55,640 --> 00:15:57,280
How long is your stay?

402
00:15:57,280 --> 00:15:58,280
Yeah.

403
00:15:58,280 --> 00:16:02,320
And she just keeps on, keeps on, keeps on.

404
00:16:02,320 --> 00:16:04,880
And how much compensation do we think she asked for?

405
00:16:04,880 --> 00:16:10,360
Her entire stay comp every single night because she didn't have a hot tub.

406
00:16:10,360 --> 00:16:13,440
I would second that, but then additional punitive.

407
00:16:13,440 --> 00:16:16,560
And you need to give me all my drinks for the weekend.

408
00:16:16,560 --> 00:16:17,560
Okay.

409
00:16:17,560 --> 00:16:18,560
Yeah.

410
00:16:18,560 --> 00:16:19,560
Plus a comp night.

411
00:16:19,560 --> 00:16:21,060
Okay.

412
00:16:21,060 --> 00:16:25,080
My soul is cringing first of all because I think we've all been in those situations

413
00:16:25,080 --> 00:16:28,720
when it comes to pools and communication with guests.

414
00:16:28,720 --> 00:16:32,040
And even though it's on our website or the other way, we didn't know.

415
00:16:32,040 --> 00:16:35,800
So like my soul is cringing because this really is unexpected.

416
00:16:35,800 --> 00:16:36,800
Yes.

417
00:16:36,800 --> 00:16:38,960
Um, welcome back certificate.

418
00:16:38,960 --> 00:16:41,200
That's what you think she asked for?

419
00:16:41,200 --> 00:16:46,960
I think definitely a night stay or two, but definitely a welcome back.

420
00:16:46,960 --> 00:16:49,360
Like she wanted her next day comped.

421
00:16:49,360 --> 00:16:50,360
Yes.

422
00:16:50,360 --> 00:16:51,360
Okay.

423
00:16:51,360 --> 00:16:54,440
So she had two rooms for a four night stay.

424
00:16:54,440 --> 00:17:01,840
She wanted both rooms comped the whole week for a hot tub not being available for a day.

425
00:17:01,840 --> 00:17:04,640
How many days had she been there up until that point?

426
00:17:04,640 --> 00:17:05,640
That I don't know.

427
00:17:05,640 --> 00:17:06,960
So I don't know if her listeners know.

428
00:17:06,960 --> 00:17:09,520
I have no access to that.

429
00:17:09,520 --> 00:17:13,120
I have no access to resort management information.

430
00:17:13,120 --> 00:17:14,880
I do my best.

431
00:17:14,880 --> 00:17:18,800
I just jumped in and tried to like give good service.

432
00:17:18,800 --> 00:17:20,240
It's also audit season.

433
00:17:20,240 --> 00:17:22,400
So everyone was like, that could be an auditor.

434
00:17:22,400 --> 00:17:23,400
That could be an auditor.

435
00:17:23,400 --> 00:17:28,080
So in the back of my head, I'm like, any of these people, like I'm not used to this.

436
00:17:28,080 --> 00:17:30,240
I could do it, but I'm not used to it.

437
00:17:30,240 --> 00:17:34,960
So we're, I'm continuing to talk with her and I kindly have to tell her, I empathize

438
00:17:34,960 --> 00:17:37,000
like your frustration with the situation.

439
00:17:37,000 --> 00:17:42,520
I have no control over compensation, but I would love to pass along your information

440
00:17:42,520 --> 00:17:45,480
to the front desk management team.

441
00:17:45,480 --> 00:17:46,480
I hate you.

442
00:17:46,480 --> 00:17:47,480
Well, it's true.

443
00:17:47,480 --> 00:17:48,480
She does it.

444
00:17:48,480 --> 00:17:49,480
That's all I could do.

445
00:17:49,480 --> 00:17:55,080
You really don't know, but you're like a director of rec.

446
00:17:55,080 --> 00:17:57,120
So you still have a title.

447
00:17:57,120 --> 00:17:59,280
You should be empowered in the club side.

448
00:17:59,280 --> 00:18:00,280
Yeah.

449
00:18:00,280 --> 00:18:01,680
I work on a different side.

450
00:18:01,680 --> 00:18:04,320
It's like basically it's a whole different world.

451
00:18:04,320 --> 00:18:07,920
It's crazy that there are resort guests in her area because they're crazy.

452
00:18:07,920 --> 00:18:08,920
It's crazy.

453
00:18:08,920 --> 00:18:09,920
It's crazy.

454
00:18:09,920 --> 00:18:10,920
It's not a thing normally.

455
00:18:10,920 --> 00:18:12,240
No, my area is not open to resort guests.

456
00:18:12,240 --> 00:18:15,120
It's only club members, but it's since their pool was worked on.

457
00:18:15,120 --> 00:18:16,120
Okay.

458
00:18:16,120 --> 00:18:19,160
But like even if you're dealing with resort members, you still have empowerment to compensate.

459
00:18:19,160 --> 00:18:20,640
No, no, I don't.

460
00:18:20,640 --> 00:18:23,360
But if they're experienced, like, so what are you supposed to do?

461
00:18:23,360 --> 00:18:24,520
I pass it along.

462
00:18:24,520 --> 00:18:30,760
The best I could do was communicate their displeasure with someone who could do something

463
00:18:30,760 --> 00:18:31,760
about it.

464
00:18:31,760 --> 00:18:32,760
I'm sorry.

465
00:18:32,760 --> 00:18:33,760
My mind is blown right now.

466
00:18:33,760 --> 00:18:34,760
I can go over my job description.

467
00:18:34,760 --> 00:18:35,760
How do you not demand that?

468
00:18:35,760 --> 00:18:36,760
No, no, no, no.

469
00:18:36,760 --> 00:18:37,920
How would you not demand that though?

470
00:18:37,920 --> 00:18:40,520
I don't want it.

471
00:18:40,520 --> 00:18:42,280
It's actually better since when I was there.

472
00:18:42,280 --> 00:18:46,800
Like we almost like we didn't know anything about club.

473
00:18:46,800 --> 00:18:47,800
Club didn't know anything about us.

474
00:18:47,800 --> 00:18:48,800
It was like basically like two different distances.

475
00:18:48,800 --> 00:18:50,800
No, it was two different properties.

476
00:18:50,800 --> 00:18:51,800
Yeah.

477
00:18:51,800 --> 00:18:55,080
I fully understand the properties and like the separation of the properties.

478
00:18:55,080 --> 00:18:58,360
But when it comes to that level of leadership, you should have that sort of empowerment

479
00:18:58,360 --> 00:18:59,960
to take care of both sides.

480
00:18:59,960 --> 00:19:03,840
If you're caught in the middle of any sort of guest experience, resident or not, you

481
00:19:03,840 --> 00:19:07,160
should be able to take care of them.

482
00:19:07,160 --> 00:19:12,720
But on the other side of things, I don't want the resort messing with my boat rentals

483
00:19:12,720 --> 00:19:15,280
and the reservations because I'm particular about it.

484
00:19:15,280 --> 00:19:17,680
I don't want them signing up kids for swim team.

485
00:19:17,680 --> 00:19:18,880
But there's just so much.

486
00:19:18,880 --> 00:19:21,360
There's nothing to do with taking care of them.

487
00:19:21,360 --> 00:19:22,960
I'm not supposed to take care of guests.

488
00:19:22,960 --> 00:19:25,080
She's not even supposed to technically talk to them.

489
00:19:25,080 --> 00:19:26,080
They're not supposed to be in her world.

490
00:19:26,080 --> 00:19:27,080
Yeah.

491
00:19:27,080 --> 00:19:29,040
She's on a private club, members only.

492
00:19:29,040 --> 00:19:35,640
So I offer to share this guest contact information with someone who could offer her whatever

493
00:19:35,640 --> 00:19:37,960
compensation they deemed fit.

494
00:19:37,960 --> 00:19:38,960
Yeah.

495
00:19:38,960 --> 00:19:43,400
So, Miss B, to bring back your question, why did we choose to do it during this time?

496
00:19:43,400 --> 00:19:45,560
Bill probably already knows the answer.

497
00:19:45,560 --> 00:19:50,600
So when you're resurfacing a pool deck, you have to wait for it to one, not be in rainy

498
00:19:50,600 --> 00:19:51,600
season.

499
00:19:51,600 --> 00:19:56,640
Two, the concrete can't be so cold at night when it's curing.

500
00:19:56,640 --> 00:20:01,680
And three, you don't want to be like so, so, so hot that it dries too quick.

501
00:20:01,680 --> 00:20:04,800
And since both sides agree that, okay.

502
00:20:04,800 --> 00:20:05,800
Spring break it is.

503
00:20:05,800 --> 00:20:09,000
The club members use one pool.

504
00:20:09,000 --> 00:20:13,840
We would just shimmy the pool that we would always have one available for everyone to

505
00:20:13,840 --> 00:20:14,840
use.

506
00:20:14,840 --> 00:20:18,760
And unfortunately, we had to redo some of my pool deck.

507
00:20:18,760 --> 00:20:23,760
So I went along and wrote my little report email.

508
00:20:23,760 --> 00:20:26,000
Front desk managers.

509
00:20:26,000 --> 00:20:30,520
And I CC their manager and I CC my manager.

510
00:20:30,520 --> 00:20:33,960
And I said, Mrs. So-and-so would love a call back.

511
00:20:33,960 --> 00:20:34,960
Thank you.

512
00:20:34,960 --> 00:20:36,440
Okay, let's take another guess.

513
00:20:36,440 --> 00:20:39,320
What do you think the front desk manager offered her as compensation?

514
00:20:39,320 --> 00:20:41,800
I hope they offered her dinner in the restaurant.

515
00:20:41,800 --> 00:20:42,800
Okay.

516
00:20:42,800 --> 00:20:43,800
That's not a bad guess.

517
00:20:43,800 --> 00:20:44,800
That's what I would have done is what I'm saying.

518
00:20:44,800 --> 00:20:47,640
If they, that whole thing, I've been like, look, this is what I can do for you guys.

519
00:20:47,640 --> 00:20:51,120
I'll go ahead and give you and your family dinner in the restaurant tonight, but there'll

520
00:20:51,120 --> 00:20:52,480
be a Jacuzzi available tomorrow.

521
00:20:52,480 --> 00:20:53,480
I apologize.

522
00:20:53,480 --> 00:20:55,960
Your afternoon was inconvenienced, but there'll be something available tomorrow.

523
00:20:55,960 --> 00:20:56,960
Yeah.

524
00:20:56,960 --> 00:20:59,440
Or like maximum pushback, one night comp.

525
00:20:59,440 --> 00:21:00,440
Okay.

526
00:21:00,440 --> 00:21:01,440
But keep in mind.

527
00:21:01,440 --> 00:21:02,440
One night comp on one room.

528
00:21:02,440 --> 00:21:03,840
Keep in mind, that's probably like 600 per room.

529
00:21:03,840 --> 00:21:04,840
No, I know.

530
00:21:04,840 --> 00:21:05,840
I know.

531
00:21:05,840 --> 00:21:08,760
But I would think one night max.

532
00:21:08,760 --> 00:21:11,160
So we don't know the length of stay.

533
00:21:11,160 --> 00:21:12,160
Four nights per room.

534
00:21:12,160 --> 00:21:13,560
Oh, four nights per room.

535
00:21:13,560 --> 00:21:16,680
But how many nights they had already been there is the question mark.

536
00:21:16,680 --> 00:21:20,280
I can assume since they were like baffled that we were doing any construction.

537
00:21:20,280 --> 00:21:21,400
Probably their first.

538
00:21:21,400 --> 00:21:24,440
They had either been there one night or checked in that day.

539
00:21:24,440 --> 00:21:26,920
I would do one each luxury.

540
00:21:26,920 --> 00:21:27,920
It's one night.

541
00:21:27,920 --> 00:21:32,400
I wouldn't future compensate them and be like, Oh, well, we'll give you the remaining six

542
00:21:32,400 --> 00:21:33,400
nights.

543
00:21:33,400 --> 00:21:35,440
I think you guys are so generous.

544
00:21:35,440 --> 00:21:40,520
She's making up a reason to like fish for compensation because we didn't have a hot

545
00:21:40,520 --> 00:21:41,520
tub.

546
00:21:41,520 --> 00:21:42,520
This is how we've been groomed.

547
00:21:42,520 --> 00:21:46,960
This is how we literally in the middle of the conversation.

548
00:21:46,960 --> 00:21:51,000
I thought of you guys and I was like, this fishing for compensation.

549
00:21:51,000 --> 00:21:52,440
That's what they do.

550
00:21:52,440 --> 00:21:55,880
So we offered $100 credit per room.

551
00:21:55,880 --> 00:21:58,600
Oh, I love that.

552
00:21:58,600 --> 00:22:00,880
So it was just a credit on their bill.

553
00:22:00,880 --> 00:22:06,160
So I was able to leave the conversation with them pleasant with our interaction.

554
00:22:06,160 --> 00:22:10,720
They weren't pleasant at that their entire stay, but they were like, thank you for coming

555
00:22:10,720 --> 00:22:11,720
down here.

556
00:22:11,720 --> 00:22:14,840
Like, you know, we appreciate it.

557
00:22:14,840 --> 00:22:18,200
And then a server is walking behind them and I go, ladies, what are you drinking?

558
00:22:18,200 --> 00:22:19,200
Mojitos?

559
00:22:19,200 --> 00:22:20,200
Margaritas?

560
00:22:20,200 --> 00:22:21,200
This next round's on me.

561
00:22:21,200 --> 00:22:24,680
I just looked at the server and I was like, just call me, just call me.

562
00:22:24,680 --> 00:22:29,560
This whole thing we were just talking about and the concept of fishing because of a truly

563
00:22:29,560 --> 00:22:30,560
minor issue.

564
00:22:30,560 --> 00:22:33,840
I mean, the hot tub is going to be back the next day.

565
00:22:33,840 --> 00:22:39,040
You know, it's like the story that Ms. B shared about the guy that broke the TV and then disputed

566
00:22:39,040 --> 00:22:40,040
the TV.

567
00:22:40,040 --> 00:22:45,500
How do you break something that expensive and then just expect that there's no penalty

568
00:22:45,500 --> 00:22:47,000
for it?

569
00:22:47,000 --> 00:22:49,000
You know, I truly don't know.

570
00:22:49,000 --> 00:22:52,120
Do you have a follow up?

571
00:22:52,120 --> 00:22:55,000
There's no huge story, but just more of a little dude.

572
00:22:55,000 --> 00:22:59,000
We had a guy this week that broke the toilet.

573
00:22:59,000 --> 00:23:00,000
Wait, what?

574
00:23:00,000 --> 00:23:01,000
Shattered the toilet.

575
00:23:01,000 --> 00:23:02,000
Like, we don't know.

576
00:23:02,000 --> 00:23:03,000
Is he okay?

577
00:23:03,000 --> 00:23:08,000
Was it like which part was shattered?

578
00:23:08,000 --> 00:23:09,000
That's a great question.

579
00:23:09,000 --> 00:23:11,000
So you know the back part?

580
00:23:11,000 --> 00:23:13,000
He must have just slanted back.

581
00:23:13,000 --> 00:23:15,000
Oh, so just the lid.

582
00:23:15,000 --> 00:23:16,000
No.

583
00:23:16,000 --> 00:23:18,000
Oh, the lid against the tank.

584
00:23:18,000 --> 00:23:20,000
Yeah, that whole tank thing.

585
00:23:20,000 --> 00:23:21,000
Crack to shit.

586
00:23:21,000 --> 00:23:23,000
He was just like leaving him back and getting coffee.

587
00:23:23,000 --> 00:23:25,000
No idea what he did or how it was possible.

588
00:23:25,000 --> 00:23:26,000
Was he traveling alone?

589
00:23:26,000 --> 00:23:27,000
Yes.

590
00:23:27,000 --> 00:23:28,000
Who's drunk?

591
00:23:28,000 --> 00:23:30,000
Why did you ask that question?

592
00:23:30,000 --> 00:23:32,000
I mean, you know, people.

593
00:23:32,000 --> 00:23:33,000
Rowdy.

594
00:23:33,000 --> 00:23:36,000
But so you thought they were doing the nasty on the toilet?

595
00:23:36,000 --> 00:23:37,000
In the bathroom.

596
00:23:37,000 --> 00:23:38,000
Oh, in the bathroom.

597
00:23:38,000 --> 00:23:39,000
And like someone fell?

598
00:23:39,000 --> 00:23:40,000
Could have been.

599
00:23:40,000 --> 00:23:41,000
But wait, it's not somebody else.

600
00:23:41,000 --> 00:23:42,000
Living up or down?

601
00:23:42,000 --> 00:23:43,000
Did the toilet?

602
00:23:43,000 --> 00:23:44,000
If you're lucky.

603
00:23:44,000 --> 00:23:49,000
But so the housekeeping report is they're doing stay over service and they're like,

604
00:23:49,000 --> 00:23:50,000
dude, this toilet's destroyed.

605
00:23:50,000 --> 00:23:51,000
He didn't report it.

606
00:23:51,000 --> 00:23:52,000
No.

607
00:23:52,000 --> 00:23:56,500
And they see the toilets broken and my assistant manager, we were like kind of doing a passing

608
00:23:56,500 --> 00:23:57,500
torch.

609
00:23:57,500 --> 00:23:58,500
You know, I was leaving.

610
00:23:58,500 --> 00:23:59,500
She was coming in.

611
00:23:59,500 --> 00:24:00,500
We there for a minute.

612
00:24:00,500 --> 00:24:02,560
I'm like, oh, that's all you girl have fun with that because she's like, I can't just

613
00:24:02,560 --> 00:24:04,000
accuse him of breaking the toilet.

614
00:24:04,000 --> 00:24:08,200
I'm like, why don't you just start by just calling saying, Hey, this is what we noticed

615
00:24:08,200 --> 00:24:09,200
in your room.

616
00:24:09,200 --> 00:24:11,000
We just want to make sure you're okay.

617
00:24:11,000 --> 00:24:12,000
You're not hurt.

618
00:24:12,000 --> 00:24:13,000
Yeah.

619
00:24:13,000 --> 00:24:15,000
And she's like, do you require medical assistance?

620
00:24:15,000 --> 00:24:17,000
How that happened, bro.

621
00:24:17,000 --> 00:24:18,000
And so she doesn't.

622
00:24:18,000 --> 00:24:21,000
I'm sitting there watching and she's like, hi.

623
00:24:21,000 --> 00:24:25,000
Like, you know, the housekeeping reported that the toilet, what's it called?

624
00:24:25,000 --> 00:24:26,000
The tank tank.

625
00:24:26,000 --> 00:24:30,500
He's like, was completely cracked and completely and we're like, we just wanted to call to

626
00:24:30,500 --> 00:24:32,000
make sure you're okay.

627
00:24:32,000 --> 00:24:33,000
You know, she did all that.

628
00:24:33,000 --> 00:24:34,000
And he's like, I'm fine.

629
00:24:34,000 --> 00:24:35,640
It was like that when I checked in.

630
00:24:35,640 --> 00:24:36,880
I thought you guys knew.

631
00:24:36,880 --> 00:24:38,000
So I didn't report it.

632
00:24:38,000 --> 00:24:39,000
I didn't do that.

633
00:24:39,000 --> 00:24:40,000
She's like, okay, okay.

634
00:24:40,000 --> 00:24:43,000
She's like, I was just asking if you were okay.

635
00:24:43,000 --> 00:24:47,280
She's like, cause yeah, we didn't see that before and that's definitely something housekeeping

636
00:24:47,280 --> 00:24:51,000
reported, but you know, we're just making sure you're all right.

637
00:24:51,000 --> 00:24:55,000
And you know, so, so are you going after him for, okay.

638
00:24:55,000 --> 00:24:58,000
So when he checked in, there was water all over the floor from the.

639
00:24:58,000 --> 00:24:59,000
Exactly.

640
00:24:59,000 --> 00:25:00,000
Exactly.

641
00:25:00,000 --> 00:25:04,000
So we're like, uh-huh, but we didn't charge him, but we were just like, okay.

642
00:25:04,000 --> 00:25:06,000
And you know, it is what it is.

643
00:25:06,000 --> 00:25:09,000
Is that like a common expense for broken toilet?

644
00:25:09,000 --> 00:25:11,000
No, I've never seen that.

645
00:25:11,000 --> 00:25:12,000
So he was going at it.

646
00:25:12,000 --> 00:25:13,000
I don't know what he was doing.

647
00:25:13,000 --> 00:25:14,000
He really had to go.

648
00:25:14,000 --> 00:25:15,000
There's an emergency.

649
00:25:15,000 --> 00:25:18,000
I've, okay, we've all had emergencies here.

650
00:25:18,000 --> 00:25:20,000
I've never smashed a toilet tank.

651
00:25:20,000 --> 00:25:21,000
Good God.

652
00:25:21,000 --> 00:25:24,000
I would totally judge you if you had.

653
00:25:24,000 --> 00:25:25,000
Are we judging you?

654
00:25:25,000 --> 00:25:26,000
Have you?

655
00:25:26,000 --> 00:25:27,000
Gwen, no.

656
00:25:27,000 --> 00:25:29,000
Just the lip that goes on top.

657
00:25:29,000 --> 00:25:30,000
No.

658
00:25:30,000 --> 00:25:31,000
You know, in the seat.

659
00:25:31,000 --> 00:25:33,000
We're talking like that back thing that you went over.

660
00:25:33,000 --> 00:25:35,000
No, well the lip that goes on top of the tank.

661
00:25:35,000 --> 00:25:36,000
The tank lid?

662
00:25:36,000 --> 00:25:37,000
Yeah.

663
00:25:37,000 --> 00:25:41,000
Like, you know, when you like sit down on a seat and it like shifts suddenly.

664
00:25:41,000 --> 00:25:43,000
No, you know that.

665
00:25:43,000 --> 00:25:47,000
Like your stomach drops out of your soul feeling and you're like, you're going to fall into

666
00:25:47,000 --> 00:25:50,000
the depths of your toilet.

667
00:25:50,000 --> 00:25:55,000
It cracked like the corner piece of the lid that went on because of the.

668
00:25:55,000 --> 00:25:58,000
You know, you can tighten the toilet seat.

669
00:25:58,000 --> 00:25:59,000
Yes.

670
00:25:59,000 --> 00:26:00,000
I, yes.

671
00:26:00,000 --> 00:26:06,000
Like if it shifts, you know, I didn't know that it shifted at the time.

672
00:26:06,000 --> 00:26:07,000
You learned something.

673
00:26:07,000 --> 00:26:08,000
It was an emergency.

674
00:26:08,000 --> 00:26:09,000
It was a learning opportunity.

675
00:26:09,000 --> 00:26:10,000
Oh, that's so funny.

676
00:26:10,000 --> 00:26:14,000
So yeah, sorry that quick minute, but you reminded me of that guy.

677
00:26:14,000 --> 00:26:16,000
I don't mind the tangent.

678
00:26:16,000 --> 00:26:20,000
We can segue into my one funny thing this week.

679
00:26:20,000 --> 00:26:21,000
Oh, I'm excited.

680
00:26:21,000 --> 00:26:25,000
Well, I texted you guys all about it earlier, but I brought it home with me.

681
00:26:25,000 --> 00:26:27,000
Oh my God, I want to see.

682
00:26:27,000 --> 00:26:29,000
Oh yeah.

683
00:26:29,000 --> 00:26:32,000
So in the spirit of MacLavin.

684
00:26:32,000 --> 00:26:33,000
Truly.

685
00:26:33,000 --> 00:26:36,000
I sent this out to my entire team.

686
00:26:36,000 --> 00:26:38,000
By the way, I have to tell you.

687
00:26:38,000 --> 00:26:42,000
So I walked into the hotel this morning and I walk into the front desk and I greet my

688
00:26:42,000 --> 00:26:46,000
team and I looked down at the computer and I'm like, what is this?

689
00:26:46,000 --> 00:26:49,000
And she's like, I've been trying to figure this out.

690
00:26:49,000 --> 00:26:54,000
And it was this really terrible looking quote unquote ID, right?

691
00:26:54,000 --> 00:26:56,000
So I picked it up.

692
00:26:56,000 --> 00:26:58,000
I'll let you feel it as we pass this.

693
00:26:58,000 --> 00:27:03,000
Even from the table, you just holding it, it is very flimsy.

694
00:27:03,000 --> 00:27:06,000
Would you accept that even from this far away?

695
00:27:06,000 --> 00:27:11,000
No, but here's the thing with this though, is that this is it.

696
00:27:11,000 --> 00:27:13,000
Look at the back of it.

697
00:27:13,000 --> 00:27:14,000
Oh, yes.

698
00:27:14,000 --> 00:27:15,000
We'll get into it.

699
00:27:15,000 --> 00:27:16,000
We need a description.

700
00:27:16,000 --> 00:27:17,000
Our listeners need a description.

701
00:27:17,000 --> 00:27:18,000
Wait, wait, wait.

702
00:27:18,000 --> 00:27:26,000
Before we get there, this is the best example that I have seen to date of why we ask you

703
00:27:26,000 --> 00:27:28,000
to remove your ID from your wallet.

704
00:27:28,000 --> 00:27:29,000
Oh, fair.

705
00:27:29,000 --> 00:27:30,000
Very fair.

706
00:27:30,000 --> 00:27:34,000
But then looking at this thing, there were like half a dozen different things that immediately

707
00:27:34,000 --> 00:27:35,000
jumped out at me.

708
00:27:35,000 --> 00:27:36,000
Yes.

709
00:27:36,000 --> 00:27:37,000
I love it.

710
00:27:37,000 --> 00:27:38,000
So did you talk about the back?

711
00:27:38,000 --> 00:27:40,000
Can we tell our listeners what it is?

712
00:27:40,000 --> 00:27:42,000
Wait, wait, can you say my favorite part?

713
00:27:42,000 --> 00:27:46,000
On the back of this quote unquote ID, it's all white.

714
00:27:46,000 --> 00:27:50,000
You see the word Epson, like the print dick paper.

715
00:27:50,000 --> 00:27:52,000
So it's literally photo paper.

716
00:27:52,000 --> 00:27:53,000
It's just photo paper.

717
00:27:53,000 --> 00:27:57,000
Oh, I was trying to figure out if it was like laminated, but not on the back.

718
00:27:57,000 --> 00:27:59,000
No, it's just photo paper.

719
00:27:59,000 --> 00:28:01,000
No, you know what this paper is?

720
00:28:01,000 --> 00:28:08,000
This is like the first grade cut out photo that you get from school.

721
00:28:08,000 --> 00:28:11,000
That's literally the paper.

722
00:28:11,000 --> 00:28:12,000
Yeah, pretty much.

723
00:28:12,000 --> 00:28:16,000
So this is the wallet size photo that you spend so much money on.

724
00:28:16,000 --> 00:28:17,000
3297.

725
00:28:17,000 --> 00:28:18,000
Of your children.

726
00:28:18,000 --> 00:28:20,000
See, I was thinking this was a business card.

727
00:28:20,000 --> 00:28:25,000
The $59 package where you get one four by six and three wallets and that's it.

728
00:28:25,000 --> 00:28:26,000
Yes.

729
00:28:26,000 --> 00:28:29,000
Or now you get 12 wallet size.

730
00:28:29,000 --> 00:28:30,000
You're like, who?

731
00:28:30,000 --> 00:28:32,000
Why do I need 12 people?

732
00:28:32,000 --> 00:28:35,000
Guys, why would you need a fake ID if you're this fork and old?

733
00:28:35,000 --> 00:28:37,000
Well, he's old.

734
00:28:37,000 --> 00:28:38,000
Okay.

735
00:28:38,000 --> 00:28:39,000
Born in 59.

736
00:28:39,000 --> 00:28:40,000
Okay, wait, wait, wait, wait.

737
00:28:40,000 --> 00:28:41,000
So I brought this home so that.

738
00:28:41,000 --> 00:28:42,000
Yeah, let's break it down.

739
00:28:42,000 --> 00:28:43,000
Let me have this.

740
00:28:43,000 --> 00:28:44,000
I'm touching it.

741
00:28:44,000 --> 00:28:46,000
Give me.

742
00:28:46,000 --> 00:28:48,000
Here's the things that I love about this, though.

743
00:28:48,000 --> 00:28:51,000
And I don't even know where to begin.

744
00:28:51,000 --> 00:28:57,000
So the paper first and foremost, the quality of the print, secondly, is just terrible.

745
00:28:57,000 --> 00:28:59,000
But the name woman's name, man's photo.

746
00:28:59,000 --> 00:29:01,000
I didn't even notice that.

747
00:29:01,000 --> 00:29:02,000
What?

748
00:29:02,000 --> 00:29:04,000
I was more focused on the signature.

749
00:29:04,000 --> 00:29:09,000
Well, that was another thing, but you didn't think that he looked like a Roseanne.

750
00:29:09,000 --> 00:29:11,000
It's 2024.

751
00:29:11,000 --> 00:29:13,000
Don't judge to your point.

752
00:29:13,000 --> 00:29:14,000
Yeah.

753
00:29:14,000 --> 00:29:17,000
The signature line is just like a type written font.

754
00:29:17,000 --> 00:29:19,000
It's like an e-sign signature.

755
00:29:19,000 --> 00:29:23,000
It's one of those like automated fonts that you e-sign with.

756
00:29:23,000 --> 00:29:24,000
Yep.

757
00:29:24,000 --> 00:29:28,000
Love the fact that states that he's five foot three has blonde hair.

758
00:29:28,000 --> 00:29:29,000
Clearly.

759
00:29:29,000 --> 00:29:30,000
Blonde hair.

760
00:29:30,000 --> 00:29:31,000
Clearly does not have blonde hair.

761
00:29:31,000 --> 00:29:33,000
This man is brunette.

762
00:29:33,000 --> 00:29:35,000
He also looks taller than five three.

763
00:29:35,000 --> 00:29:36,000
Yeah.

764
00:29:36,000 --> 00:29:37,000
What would you say his age is?

765
00:29:37,000 --> 00:29:38,000
He doesn't.

766
00:29:38,000 --> 00:29:39,000
Well, 50.

767
00:29:39,000 --> 00:29:40,000
Late 50s.

768
00:29:40,000 --> 00:29:41,000
Well, 59.

769
00:29:41,000 --> 00:29:42,000
How old are you if you're born in 59?

770
00:29:42,000 --> 00:29:44,000
No, but we think that's somebody else's.

771
00:29:44,000 --> 00:29:45,000
You'd be 65.

772
00:29:45,000 --> 00:29:46,000
Oh, he's not 65.

773
00:29:46,000 --> 00:29:47,000
He doesn't.

774
00:29:47,000 --> 00:29:48,000
I would say 40s.

775
00:29:48,000 --> 00:29:49,000
Late 40s.

776
00:29:49,000 --> 00:29:50,000
I would say he looks like.

777
00:29:50,000 --> 00:29:51,000
Mid to late.

778
00:29:51,000 --> 00:29:52,000
Yeah.

779
00:29:52,000 --> 00:29:53,000
45, 47.

780
00:29:53,000 --> 00:29:54,000
Yeah, I would agree.

781
00:29:54,000 --> 00:29:55,000
Yeah, not born in 1959.

782
00:29:55,000 --> 00:29:56,000
No.

783
00:29:56,000 --> 00:30:02,000
Anyway, just really terrible fake that somehow ended up on our front desk with no story.

784
00:30:02,000 --> 00:30:03,000
What the heck?

785
00:30:03,000 --> 00:30:04,000
And that's what bothered me the most.

786
00:30:04,000 --> 00:30:05,000
And left it behind.

787
00:30:05,000 --> 00:30:07,000
You didn't do a group text at front desk.

788
00:30:07,000 --> 00:30:08,000
Like, guys, I need a backstory.

789
00:30:08,000 --> 00:30:09,000
Yeah.

790
00:30:09,000 --> 00:30:10,000
That's what bothered me the most.

791
00:30:10,000 --> 00:30:12,000
I'm like, I want to know how this got here.

792
00:30:12,000 --> 00:30:14,000
It was not in your pass on.

793
00:30:14,000 --> 00:30:15,000
Yeah.

794
00:30:15,000 --> 00:30:16,000
It was a story.

795
00:30:16,000 --> 00:30:17,000
I'm done.

796
00:30:17,000 --> 00:30:18,000
And they left it there.

797
00:30:18,000 --> 00:30:21,000
Well, I'm maybe impressed that your front desk agent confiscated it.

798
00:30:21,000 --> 00:30:23,000
That was the first question that I asked.

799
00:30:23,000 --> 00:30:25,000
I'm like, was this accepted?

800
00:30:25,000 --> 00:30:30,000
Maybe it fell out of someone's pocket and someone found it.

801
00:30:30,000 --> 00:30:31,000
Possibly.

802
00:30:31,000 --> 00:30:32,000
I hope it was confiscated.

803
00:30:32,000 --> 00:30:33,000
That's more fun.

804
00:30:33,000 --> 00:30:36,000
Maybe it worked for something and then they ditched it.

805
00:30:36,000 --> 00:30:37,000
Maybe.

806
00:30:37,000 --> 00:30:43,000
But like I was saying, this is the prime reason why we ask you to take a ID out of your wallet.

807
00:30:43,000 --> 00:30:47,000
Because I mean, if I had this in my wallet and I just did like a real quick open my wallet,

808
00:30:47,000 --> 00:30:50,000
show you kind of a thing, most people wouldn't catch it.

809
00:30:50,000 --> 00:30:51,000
Yeah.

810
00:30:51,000 --> 00:30:52,000
No, that's.

811
00:30:52,000 --> 00:30:53,000
But see.

812
00:30:53,000 --> 00:30:54,000
Makes me want to.

813
00:30:54,000 --> 00:30:58,000
If the name matched like a reservation address match, all that jazz.

814
00:30:58,000 --> 00:31:01,000
But I probably wouldn't look too closely at it.

815
00:31:01,000 --> 00:31:03,000
Roseanne would have given me flags.

816
00:31:03,000 --> 00:31:08,000
And then the other thing that dawned on me was not a good fake, but it's a better fake

817
00:31:08,000 --> 00:31:09,000
than I could make.

818
00:31:09,000 --> 00:31:12,000
So then I Googled it thinking, hmm, I want to order a fake ID for 80 bucks.

819
00:31:12,000 --> 00:31:15,000
My fake ID looked a lot better than that.

820
00:31:15,000 --> 00:31:16,000
Hang on.

821
00:31:16,000 --> 00:31:17,000
Hang on.

822
00:31:17,000 --> 00:31:21,000
So then I Googled it and it came up with a link to a Photoshop template that you could

823
00:31:21,000 --> 00:31:22,000
download.

824
00:31:22,000 --> 00:31:23,000
Oh my God.

825
00:31:23,000 --> 00:31:24,000
Oh, I'm sure.

826
00:31:24,000 --> 00:31:27,000
But I mean, how many times do you have to request somebody to take their ID out of their

827
00:31:27,000 --> 00:31:28,000
wallet though?

828
00:31:28,000 --> 00:31:29,000
Is that a normal thing?

829
00:31:29,000 --> 00:31:31,000
Most of the time people hand me the ID.

830
00:31:31,000 --> 00:31:32,000
Yeah.

831
00:31:32,000 --> 00:31:33,000
Rarely have.

832
00:31:33,000 --> 00:31:34,000
They already know.

833
00:31:34,000 --> 00:31:35,000
They already know.

834
00:31:35,000 --> 00:31:36,000
So that's why I'm.

835
00:31:36,000 --> 00:31:37,000
Well, me as an ideal guest, of course I do.

836
00:31:37,000 --> 00:31:40,000
It's a couple of times a day they go, do I have to take it out?

837
00:31:40,000 --> 00:31:41,000
Yeah.

838
00:31:41,000 --> 00:31:42,000
Sorry, blueberry.

839
00:31:42,000 --> 00:31:43,000
Right?

840
00:31:43,000 --> 00:31:44,000
No, I don't.

841
00:31:44,000 --> 00:31:46,000
Do you know who I am?

842
00:31:46,000 --> 00:31:49,000
No, that's why I'm asking for your ID.

843
00:31:49,000 --> 00:31:50,000
Oh my God.

844
00:31:50,000 --> 00:31:52,000
So we had one of those this week.

845
00:31:52,000 --> 00:31:54,000
Do you know who I am, dude?

846
00:31:54,000 --> 00:31:56,000
But he's like, C list, D list.

847
00:31:56,000 --> 00:31:57,000
I wouldn't even call it a C or D list.

848
00:31:57,000 --> 00:31:58,000
Like F and G list.

849
00:31:58,000 --> 00:31:59,000
You know what I mean?

850
00:31:59,000 --> 00:32:01,000
Like, I don't even know who you are.

851
00:32:01,000 --> 00:32:06,000
And he seemed to think he was the bee's knees and he did not want to provide a credit card

852
00:32:06,000 --> 00:32:07,000
for his reservation.

853
00:32:07,000 --> 00:32:10,000
Probably has like a podcast that he thinks he's really cool about.

854
00:32:10,000 --> 00:32:11,000
Ouch.

855
00:32:11,000 --> 00:32:17,000
He's a voice actor that did something on something maybe once and he is like a descendant of someone

856
00:32:17,000 --> 00:32:21,000
important, but he thought he was the bees knees.

857
00:32:21,000 --> 00:32:23,000
I would not give a credit card.

858
00:32:23,000 --> 00:32:26,000
So I go back to the sales manager, be like, Hey, remember that guy you were telling me

859
00:32:26,000 --> 00:32:27,000
about this kind of stick?

860
00:32:27,000 --> 00:32:28,000
Yeah, I'm like, he won't provide his credit card.

861
00:32:28,000 --> 00:32:29,000
She's like, it's fine.

862
00:32:29,000 --> 00:32:30,000
Just use the card and file.

863
00:32:30,000 --> 00:32:31,000
I'm like, okay.

864
00:32:31,000 --> 00:32:33,000
So we checked him in, but I'm like, nobody even knows who you are.

865
00:32:33,000 --> 00:32:34,000
You're not even on the list.

866
00:32:34,000 --> 00:32:35,000
Okay.

867
00:32:35,000 --> 00:32:38,000
And like, if I have to check your ID, I don't know who you are.

868
00:32:38,000 --> 00:32:44,000
But interestingly enough, yesterday we actually had someone who was legit, who is the CEO

869
00:32:44,000 --> 00:32:51,000
of one of the biggest clothing retail chains, coolest guy ever gave his credit card for

870
00:32:51,000 --> 00:32:52,000
ID.

871
00:32:52,000 --> 00:32:53,640
His last name is the store.

872
00:32:53,640 --> 00:32:57,720
And he acted like, you know, whatever, like he's just a normal guy.

873
00:32:57,720 --> 00:33:01,160
Like I never would have guessed it's people who are nobody that are like, Oh, you know

874
00:33:01,160 --> 00:33:02,160
who I am.

875
00:33:02,160 --> 00:33:04,200
And then people actually are somebody they're like, pretty chill.

876
00:33:04,200 --> 00:33:05,200
Yeah.

877
00:33:05,200 --> 00:33:06,600
Not every time, but a lot of the time.

878
00:33:06,600 --> 00:33:07,600
Okay.

879
00:33:07,600 --> 00:33:08,600
So I'm like, oh, I'm not sure.

880
00:33:08,600 --> 00:33:09,600
All right.

881
00:33:09,600 --> 00:33:10,600
Let's hear it.

882
00:33:10,600 --> 00:33:11,600
Okay.

883
00:33:11,600 --> 00:33:14,600
So I know like me and Gwen are typically the positive patties.

884
00:33:14,600 --> 00:33:15,600
Positive patties.

885
00:33:15,600 --> 00:33:16,600
Yeah.

886
00:33:16,600 --> 00:33:17,600
Yeah.

887
00:33:17,600 --> 00:33:22,200
I need to be a negative Nancy against my coworkers right now.

888
00:33:22,200 --> 00:33:23,200
You know what?

889
00:33:23,200 --> 00:33:24,400
Is it safe to rant though?

890
00:33:24,400 --> 00:33:25,800
It is safe to rant.

891
00:33:25,800 --> 00:33:26,800
Let's hear it.

892
00:33:26,800 --> 00:33:27,800
Okay.

893
00:33:27,800 --> 00:33:29,560
So you guys know we deal with boat rentals.

894
00:33:29,560 --> 00:33:30,560
Okay.

895
00:33:30,560 --> 00:33:36,880
There's a lot of like rules that go with boat rentals as far as like charging time,

896
00:33:36,880 --> 00:33:43,840
you know, do I have the staff available and we have specific rules on captains, you know,

897
00:33:43,840 --> 00:33:48,400
we don't just hire like Joe Schmo off the street to be paid under the table by these

898
00:33:48,400 --> 00:33:49,400
people.

899
00:33:49,400 --> 00:33:52,160
They need to have their certificate of insurance.

900
00:33:52,160 --> 00:33:56,240
We need to be named as additionally insured.

901
00:33:56,240 --> 00:33:59,680
If anyone is wanting like rules to be bent.

902
00:33:59,680 --> 00:34:00,680
Yeah.

903
00:34:00,680 --> 00:34:06,560
I need to know about it or my GM needs to know about it because it's coming on my desk

904
00:34:06,560 --> 00:34:08,120
and I'm iffy about it.

905
00:34:08,120 --> 00:34:12,600
It's going to go to her desk or I'm going to tell you, have you gotten this approved

906
00:34:12,600 --> 00:34:13,600
by so-and-so?

907
00:34:13,600 --> 00:34:14,600
Yeah.

908
00:34:14,600 --> 00:34:22,080
I am sick of managers just making reservations and not telling my department about it and

909
00:34:22,080 --> 00:34:23,480
not getting it approved.

910
00:34:23,480 --> 00:34:31,680
It has happened twice this week of people hiring Joe Schmo to drive the boats and allowing

911
00:34:31,680 --> 00:34:34,720
so our boats are also not open to the public.

912
00:34:34,720 --> 00:34:39,200
They are exclusive to resort guests and residents.

913
00:34:39,200 --> 00:34:40,200
Right?

914
00:34:40,200 --> 00:34:43,040
It's not, you can't go online and just book it.

915
00:34:43,040 --> 00:34:45,120
You have to be affiliated.

916
00:34:45,120 --> 00:34:49,640
I will sometimes bend the rule for sales groups that are in house for the day, right?

917
00:34:49,640 --> 00:34:53,440
And they want a cocktail hour, happy hour on a boat.

918
00:34:53,440 --> 00:34:54,440
Okay.

919
00:34:54,440 --> 00:34:55,440
They have a house account.

920
00:34:55,440 --> 00:34:56,440
They have a master account.

921
00:34:56,440 --> 00:34:58,160
I can charge the billing to it.

922
00:34:58,160 --> 00:35:01,400
That is a gray area that I'm totally okay with.

923
00:35:01,400 --> 00:35:06,920
Again, these managers twice this week, I've been like, wait, what are you talking about?

924
00:35:06,920 --> 00:35:09,760
We have a boat rental and like who, who is driving?

925
00:35:09,760 --> 00:35:11,320
Wait, who set this up?

926
00:35:11,320 --> 00:35:13,360
Wait, you didn't ask anyone to do this?

927
00:35:13,360 --> 00:35:14,960
Well, because they just crossed over your line.

928
00:35:14,960 --> 00:35:15,960
Like that's your territory.

929
00:35:15,960 --> 00:35:17,600
Cross over all the lines.

930
00:35:17,600 --> 00:35:22,440
Like it's not only my job in jeopardy, but it's your job in jeopardy and the integrity

931
00:35:22,440 --> 00:35:24,240
of property in jeopardy.

932
00:35:24,240 --> 00:35:25,240
Yeah.

933
00:35:25,240 --> 00:35:27,640
What the F are you forking doing?

934
00:35:27,640 --> 00:35:33,680
So I had one scheduled for next week, I have it handled, but I'm the bad guy to the guest

935
00:35:33,680 --> 00:35:37,640
because I am the one calling and being like, yeah, that's not my bag.

936
00:35:37,640 --> 00:35:42,880
You're like, actually, yeah, that valet kid that so and so told you would drive your boat.

937
00:35:42,880 --> 00:35:44,440
Yeah, he can't drive the boat.

938
00:35:44,440 --> 00:35:45,440
Oh yeah.

939
00:35:45,440 --> 00:35:46,440
But they're employees.

940
00:35:46,440 --> 00:35:48,240
So why can't they, they park my car.

941
00:35:48,240 --> 00:35:49,680
Why can't they drive my boat?

942
00:35:49,680 --> 00:35:50,680
Because it's a boat.

943
00:35:50,680 --> 00:35:51,680
No, different.

944
00:35:51,680 --> 00:35:52,680
Thank you.

945
00:35:52,680 --> 00:35:53,840
Well, that makes sense.

946
00:35:53,840 --> 00:35:57,600
Why earlier, you were like, no, I don't want the other side to book my thing.

947
00:35:57,600 --> 00:35:58,600
Exactly.

948
00:35:58,600 --> 00:36:02,880
Because they don't know the territory and crossing those lines.

949
00:36:02,880 --> 00:36:03,880
Yeah.

950
00:36:03,880 --> 00:36:07,440
The worst part is these are two managers that I work really, really closely with and I

951
00:36:07,440 --> 00:36:11,680
have very, very high respect for it and you have officially lost it.

952
00:36:11,680 --> 00:36:14,680
So they tried to bend the rules without asking you first.

953
00:36:14,680 --> 00:36:18,560
Kind of like what we were talking about earlier about how hard it is to build a reputation,

954
00:36:18,560 --> 00:36:20,280
how quickly you can destroy it.

955
00:36:20,280 --> 00:36:21,280
Correct.

956
00:36:21,280 --> 00:36:22,280
Yep.

957
00:36:22,280 --> 00:36:23,280
That's crazy.

958
00:36:23,280 --> 00:36:29,600
I'm not doing more like doing favors, but again, I am not going to put my reputation

959
00:36:29,600 --> 00:36:35,280
and my department's reputation and property's reputation at risk without approval.

960
00:36:35,280 --> 00:36:38,480
Look, if I have approval for it, I'll do it.

961
00:36:38,480 --> 00:36:44,800
If my hands are out of it and it is approved, I will do anything you want me to.

962
00:36:44,800 --> 00:36:49,120
But if you haven't gone through these steps that you need before it ends up on my desk,

963
00:36:49,120 --> 00:36:54,640
oh no, these are booked, these are literally booked and I'm just like looking at the notes

964
00:36:54,640 --> 00:36:59,760
in the reservations for ships and gigs and I'm like, wait, who booked a driver?

965
00:36:59,760 --> 00:37:00,760
Who is the driver?

966
00:37:00,760 --> 00:37:02,280
How many people do they have?

967
00:37:02,280 --> 00:37:05,560
Oh, they need food and bath, but it hasn't been ordered yet.

968
00:37:05,560 --> 00:37:08,240
Oh, and this is all supposed to be my responsibility.

969
00:37:08,240 --> 00:37:09,240
Okay, cool.

970
00:37:09,240 --> 00:37:11,120
And I'm the bad guy to the guest.

971
00:37:11,120 --> 00:37:15,160
So I had to have an uncomfortable conversation with a guest today.

972
00:37:15,160 --> 00:37:20,640
I said, yeah, little valet driver can't drive your boat.

973
00:37:20,640 --> 00:37:25,080
No, but I can offer you a captain for $350.

974
00:37:25,080 --> 00:37:27,080
Right, and that's discounted.

975
00:37:27,080 --> 00:37:30,400
Yes, and she goes, is that the best you can do?

976
00:37:30,400 --> 00:37:33,080
Unfortunately, yeah, it is, man.

977
00:37:33,080 --> 00:37:34,280
So I'm the bad guy.

978
00:37:34,280 --> 00:37:35,280
That's so shitty.

979
00:37:35,280 --> 00:37:36,280
Yeah.

980
00:37:36,280 --> 00:37:40,080
Well, my boss is like, well, I've reprimanded them, you fix it.

981
00:37:40,080 --> 00:37:42,080
Okay, we'll do.

982
00:37:42,080 --> 00:37:43,080
We'll do.

983
00:37:43,080 --> 00:37:44,080
Thanks, boss.

984
00:37:44,080 --> 00:37:45,680
I mean, I understand her position.

985
00:37:45,680 --> 00:37:46,680
Yeah.

986
00:37:46,680 --> 00:37:51,160
Like we're both in the middle of it and she'll come in if needed, but I'm the first line

987
00:37:51,160 --> 00:37:52,480
of defense here.

988
00:37:52,480 --> 00:37:56,040
And what type of manager was it that put this together?

989
00:37:56,040 --> 00:38:00,800
It's a director that's now on vacation for the next week and won't even be in town during

990
00:38:00,800 --> 00:38:02,240
the boat rental.

991
00:38:02,240 --> 00:38:07,200
So I call the manager, hey, are these like guests of yours?

992
00:38:07,200 --> 00:38:08,560
Like what's going on?

993
00:38:08,560 --> 00:38:10,800
Oh, the concierge like booked it for me.

994
00:38:10,800 --> 00:38:12,520
They have it handled.

995
00:38:12,520 --> 00:38:13,520
Like, okay.

996
00:38:13,520 --> 00:38:16,000
I think that's great, but I obviously have questions.

997
00:38:16,000 --> 00:38:17,200
So then I call the concierge.

998
00:38:17,200 --> 00:38:18,720
Hey, what do you know about?

999
00:38:18,720 --> 00:38:23,880
Oh, well, the manager just told us to book it and we ordered to take charcuterie board

1000
00:38:23,880 --> 00:38:24,880
for them.

1001
00:38:24,880 --> 00:38:27,240
And I go, okay, well, are they staying at the hotel?

1002
00:38:27,240 --> 00:38:29,440
Oh, let me look really quick.

1003
00:38:29,440 --> 00:38:31,720
No, I go, they're not members.

1004
00:38:31,720 --> 00:38:34,040
So who the fork are these people?

1005
00:38:34,040 --> 00:38:37,120
Again, our boats are not available to the public.

1006
00:38:37,120 --> 00:38:40,800
So we have Josh Moe's renting my boats.

1007
00:38:40,800 --> 00:38:42,360
We have payment.

1008
00:38:42,360 --> 00:38:43,880
How are they going to pay?

1009
00:38:43,880 --> 00:38:44,880
Right?

1010
00:38:44,880 --> 00:38:45,880
They have no room.

1011
00:38:45,880 --> 00:38:46,960
They have no member charge.

1012
00:38:46,960 --> 00:38:48,920
So how am I going to get payment for this?

1013
00:38:48,920 --> 00:38:54,120
But they got approval from this other manager who has no say over.

1014
00:38:54,120 --> 00:38:55,120
No, right.

1015
00:38:55,120 --> 00:38:56,120
Yeah.

1016
00:38:56,120 --> 00:38:57,120
Right.

1017
00:38:57,120 --> 00:38:58,120
No, 100%.

1018
00:38:58,120 --> 00:39:02,280
Um, captains, but I was saying for the concierge team, they had approval from another manager.

1019
00:39:02,280 --> 00:39:03,280
For sure.

1020
00:39:03,280 --> 00:39:04,280
Um, captains.

1021
00:39:04,280 --> 00:39:08,080
So I'm running around in circles today, figuring this out.

1022
00:39:08,080 --> 00:39:10,440
These boats are supposed to go out at 430.

1023
00:39:10,440 --> 00:39:13,920
It's like too late to like cancel and be an a-hole.

1024
00:39:13,920 --> 00:39:14,920
Right?

1025
00:39:14,920 --> 00:39:18,960
So I just have to say like, f it and like figure it out and make sure they're taken care of

1026
00:39:18,960 --> 00:39:21,240
and make sure I get payment for the rentals.

1027
00:39:21,240 --> 00:39:24,960
Well, Liz, why don't you just get your captain's license problem solved?

1028
00:39:24,960 --> 00:39:26,640
I don't want to hold COI.

1029
00:39:26,640 --> 00:39:27,640
I really don't.

1030
00:39:27,640 --> 00:39:29,200
I want to see you in a hat.

1031
00:39:29,200 --> 00:39:30,200
I do too.

1032
00:39:30,200 --> 00:39:31,200
She looks so cute.

1033
00:39:31,200 --> 00:39:32,720
I'll do it for you.

1034
00:39:32,720 --> 00:39:34,200
I'll do it for us.

1035
00:39:34,200 --> 00:39:36,360
Uh, it's a conflict of interest.

1036
00:39:36,360 --> 00:39:41,000
If I did it outside of work, but I don't think I could do it elsewhere down at my current

1037
00:39:41,000 --> 00:39:42,000
property.

1038
00:39:42,000 --> 00:39:43,000
It'd be a conflict.

1039
00:39:43,000 --> 00:39:44,000
Yeah.

1040
00:39:44,000 --> 00:39:45,000
Yeah.

1041
00:39:45,000 --> 00:39:51,200
So long story short, I do agree with you Gwen, that that manager put a bunch of team members

1042
00:39:51,200 --> 00:39:58,280
in an awkward position and they just listened to a person in leadership and said, yes, of

1043
00:39:58,280 --> 00:40:00,040
course I will do this for you.

1044
00:40:00,040 --> 00:40:01,040
That's crazy.

1045
00:40:01,040 --> 00:40:06,080
So now I had to go back and try and be nice to this manager and he was like, oh my God,

1046
00:40:06,080 --> 00:40:07,760
this is just a shell.

1047
00:40:07,760 --> 00:40:09,520
Like they told me I, they had it handled.

1048
00:40:09,520 --> 00:40:11,920
And I said, no, no, no, no, no, no, sir.

1049
00:40:11,920 --> 00:40:14,640
They had it handled to the best of their abilities.

1050
00:40:14,640 --> 00:40:15,800
We don't do this.

1051
00:40:15,800 --> 00:40:18,840
I said, this is not something that we allow.

1052
00:40:18,840 --> 00:40:20,400
This is not going to happen again.

1053
00:40:20,400 --> 00:40:21,400
Good.

1054
00:40:21,400 --> 00:40:28,600
And I said, for today, we're going to say their friends of the people on the Duffy and we're

1055
00:40:28,600 --> 00:40:32,080
never going to speak of this again because I'm not going to ruin their experience.

1056
00:40:32,080 --> 00:40:34,880
And I said, how are they paying for the food and beverage?

1057
00:40:34,880 --> 00:40:37,760
Oh, they already, they took a credit card over the phone.

1058
00:40:37,760 --> 00:40:40,240
Like, okay, how are they paying for the rental?

1059
00:40:40,240 --> 00:40:43,960
Because they have to walk across property to pay with a credit card or I'm charging your

1060
00:40:43,960 --> 00:40:44,960
department for it.

1061
00:40:44,960 --> 00:40:49,920
And I put it in my closing report and I said, based on this week's events, I think we need

1062
00:40:49,920 --> 00:40:59,120
a refresher on both rental policies and procedures and for managers to clue us in when they bend

1063
00:40:59,120 --> 00:41:03,840
the rules or want approval for something that doesn't go along with our policies.

1064
00:41:03,840 --> 00:41:04,840
I love that.

1065
00:41:04,840 --> 00:41:06,800
I was the bitch this week.

1066
00:41:06,800 --> 00:41:07,800
It was me.

1067
00:41:07,800 --> 00:41:09,360
But I'm having to clean up their mess.

1068
00:41:09,360 --> 00:41:10,360
Yeah.

1069
00:41:10,360 --> 00:41:11,360
I'm trying to clean up my own mess.

1070
00:41:11,360 --> 00:41:12,840
I just got back from six weeks.

1071
00:41:12,840 --> 00:41:14,840
I don't need your mess too.

1072
00:41:14,840 --> 00:41:15,840
No.

1073
00:41:15,840 --> 00:41:18,560
I hate to say this, but I kind of like the feisty, fired up rich.

1074
00:41:18,560 --> 00:41:19,560
I know.

1075
00:41:19,560 --> 00:41:20,560
I love it so much.

1076
00:41:20,560 --> 00:41:25,800
I was so fired up and I had two associates like helping me.

1077
00:41:25,800 --> 00:41:29,760
We had to move the boats for this group to another dog.

1078
00:41:29,760 --> 00:41:30,760
We had to do.

1079
00:41:30,760 --> 00:41:32,720
No, don't even get me started.

1080
00:41:32,720 --> 00:41:34,960
Blankets, ice, cups, waters.

1081
00:41:34,960 --> 00:41:37,640
I'm going to throw it in the front of the bed.

1082
00:41:37,640 --> 00:41:39,800
And that's just us, not even room service stuff.

1083
00:41:39,800 --> 00:41:45,200
So while I was having some of these combos and figuring it out, my two associates who

1084
00:41:45,200 --> 00:41:48,640
are fairly new, I said, okay, team, let's go.

1085
00:41:48,640 --> 00:41:50,080
We're figuring this out.

1086
00:41:50,080 --> 00:41:53,280
So I'm carting them across property and trying to figure it out.

1087
00:41:53,280 --> 00:41:55,280
But I'm also like, pick that up, pick that up.

1088
00:41:55,280 --> 00:42:00,240
But I'm also introducing them like, okay, concierge, this is my team.

1089
00:42:00,240 --> 00:42:03,120
This is rec kid number one and number two.

1090
00:42:03,120 --> 00:42:07,280
They're the ones that bend over backwards and do everything you want for boat rentals.

1091
00:42:07,280 --> 00:42:13,200
So say, say thank you and give them little, um, incentives, little incentive, little

1092
00:42:13,200 --> 00:42:16,360
sheeps for free shit on property.

1093
00:42:16,360 --> 00:42:17,360
Yeah.

1094
00:42:17,360 --> 00:42:20,360
I just wanted to bring them over and introduce them to you so you could put a name with

1095
00:42:20,360 --> 00:42:25,160
a face next time you stabbed them in the back or set them up for failure.

1096
00:42:25,160 --> 00:42:26,160
Yeah.

1097
00:42:26,160 --> 00:42:27,160
True that.

1098
00:42:27,160 --> 00:42:28,160
So I'm sick of it.

1099
00:42:28,160 --> 00:42:31,920
I got to look over all of the notes for all of the boat rentals for eternity to make sure

1100
00:42:31,920 --> 00:42:32,920
it doesn't happen again.

1101
00:42:32,920 --> 00:42:33,920
I'm sorry about that.

1102
00:42:33,920 --> 00:42:37,160
So those are my a-holes of the week, my coworkers.

1103
00:42:37,160 --> 00:42:38,800
I love that.

1104
00:42:38,800 --> 00:42:39,800
Okay.

1105
00:42:39,800 --> 00:42:41,520
Rant over from Liz.

1106
00:42:41,520 --> 00:42:44,560
I know it's rare, but I love that.

1107
00:42:44,560 --> 00:42:48,160
I found one that you inspired me while you were talking like, oh, this reminds me of

1108
00:42:48,160 --> 00:42:49,520
one and I found it.

1109
00:42:49,520 --> 00:42:50,520
All right.

1110
00:42:50,520 --> 00:42:51,520
Well, let's do this.

1111
00:42:51,520 --> 00:42:52,520
Share that story.

1112
00:42:52,520 --> 00:42:53,520
Okay.

1113
00:42:53,520 --> 00:42:57,680
And then Gwen, can you share that, uh, review that you shared with me earlier?

1114
00:42:57,680 --> 00:42:58,680
So 100%.

1115
00:42:58,680 --> 00:43:00,480
Oh, I can't wait.

1116
00:43:00,480 --> 00:43:04,360
And we'll end the episode on that, uh, that review from the interweb.

1117
00:43:04,360 --> 00:43:05,360
We have to guess.

1118
00:43:05,360 --> 00:43:06,360
I've experienced it.

1119
00:43:06,360 --> 00:43:07,360
Guess the rating.

1120
00:43:07,360 --> 00:43:08,360
Oh, I love this.

1121
00:43:08,360 --> 00:43:09,360
I love that.

1122
00:43:09,360 --> 00:43:10,360
Yes.

1123
00:43:10,360 --> 00:43:12,360
Well, Miss B's got her Miss B's B of the week.

1124
00:43:12,360 --> 00:43:13,360
Sure.

1125
00:43:13,360 --> 00:43:14,360
Whatever you guys want to call it.

1126
00:43:14,360 --> 00:43:17,080
So basically this guest stayed with us.

1127
00:43:17,080 --> 00:43:21,280
She wanted to move rooms because there was a ton of condensation on her window.

1128
00:43:21,280 --> 00:43:23,200
And that happens for a multitude of reasons.

1129
00:43:23,200 --> 00:43:24,200
Interior?

1130
00:43:24,200 --> 00:43:25,200
Exterior?

1131
00:43:25,200 --> 00:43:26,200
Interior.

1132
00:43:26,200 --> 00:43:27,200
Oh.

1133
00:43:27,200 --> 00:43:28,200
Oh.

1134
00:43:28,200 --> 00:43:32,560
And we can't, she, but she was like, there's all this condensation on the window.

1135
00:43:32,560 --> 00:43:33,560
We didn't do this.

1136
00:43:33,560 --> 00:43:34,560
We didn't do this.

1137
00:43:34,560 --> 00:43:37,680
And she swears it wasn't her, but it's like, how many, how many people were occupying the

1138
00:43:37,680 --> 00:43:38,680
room?

1139
00:43:38,680 --> 00:43:39,680
Four.

1140
00:43:39,680 --> 00:43:40,680
Family of four.

1141
00:43:40,680 --> 00:43:41,680
Yes.

1142
00:43:41,680 --> 00:43:42,680
Four back to back showers.

1143
00:43:42,680 --> 00:43:43,680
You're going to have it.

1144
00:43:43,680 --> 00:43:44,680
Exactly.

1145
00:43:44,680 --> 00:43:45,680
But she was super upset.

1146
00:43:45,680 --> 00:43:46,680
This is a danger for mold, this and that.

1147
00:43:46,680 --> 00:43:47,680
We're like, okay, okay, okay.

1148
00:43:47,680 --> 00:43:48,680
Oh yeah.

1149
00:43:48,680 --> 00:43:49,680
Mold is going to happen.

1150
00:43:49,680 --> 00:43:51,680
And then she said she could smell mold.

1151
00:43:51,680 --> 00:43:52,680
Shut up.

1152
00:43:52,680 --> 00:43:53,680
Shut up.

1153
00:43:53,680 --> 00:43:55,680
She said she could smell mold.

1154
00:43:55,680 --> 00:43:57,520
And there's that, we're like, okay, ladies.

1155
00:43:57,520 --> 00:43:59,400
You guys got me like worked up and bitter.

1156
00:43:59,400 --> 00:44:00,400
I know.

1157
00:44:00,400 --> 00:44:01,400
I love it.

1158
00:44:01,400 --> 00:44:02,400
Oh my God.

1159
00:44:02,400 --> 00:44:04,040
You have come over to the dark side.

1160
00:44:04,040 --> 00:44:05,040
Right?

1161
00:44:05,040 --> 00:44:06,040
It happens.

1162
00:44:06,040 --> 00:44:09,920
So they were here two nights and they didn't say anything till their second night.

1163
00:44:09,920 --> 00:44:12,720
So it apparently was fine, but she wanted compensation.

1164
00:44:12,720 --> 00:44:18,800
So the front desk offered her a $50 food and beverage credit and free parking.

1165
00:44:18,800 --> 00:44:21,600
And but she said, but she still wanted more compensation.

1166
00:44:21,600 --> 00:44:24,280
And the front desk agent was like, we may be able to give you some points.

1167
00:44:24,280 --> 00:44:26,120
We'll have to toss the tour manager.

1168
00:44:26,120 --> 00:44:27,560
She can reach out to you in the morning.

1169
00:44:27,560 --> 00:44:28,560
Okay, fine.

1170
00:44:28,560 --> 00:44:34,560
So they offered her 20,000 points, 20,000 points, plus $50 food and beverage plus comp

1171
00:44:34,560 --> 00:44:35,560
parking.

1172
00:44:35,560 --> 00:44:37,520
And I would offer like five.

1173
00:44:37,520 --> 00:44:38,520
Seriously.

1174
00:44:38,520 --> 00:44:39,520
For that?

1175
00:44:39,520 --> 00:44:40,520
No.

1176
00:44:40,520 --> 00:44:42,080
And plus she was staying on points.

1177
00:44:42,080 --> 00:44:45,960
So the next morning I get in, she wants to talk to me and I'm like, sorry, for our

1178
00:44:45,960 --> 00:44:48,960
listeners, Bill and Gwen just gave a massive eye roll.

1179
00:44:48,960 --> 00:44:51,440
I think they felt it.

1180
00:44:51,440 --> 00:44:53,160
To both of them in unison.

1181
00:44:53,160 --> 00:44:54,160
Yeah.

1182
00:44:54,160 --> 00:44:56,440
I honestly, like, so I get in and I read the reports.

1183
00:44:56,440 --> 00:44:57,960
I just feel like she's scamming.

1184
00:44:57,960 --> 00:45:00,400
And I was like, this is how you get points to stay at hotels.

1185
00:45:00,400 --> 00:45:02,360
Like you're just a monster.

1186
00:45:02,360 --> 00:45:06,600
And so she comes up to the desk and she's with her teenage daughter and she's just like

1187
00:45:06,600 --> 00:45:08,080
going off about everything.

1188
00:45:08,080 --> 00:45:09,880
And I'm like, oh, I'm so sorry.

1189
00:45:09,880 --> 00:45:10,880
I'm sorry.

1190
00:45:10,880 --> 00:45:12,480
I'm like, but everything was okay your first night.

1191
00:45:12,480 --> 00:45:14,280
Yeah, we didn't notice anything until the second night.

1192
00:45:14,280 --> 00:45:15,280
Like that's really weird.

1193
00:45:15,280 --> 00:45:16,720
Do you guys take showers before?

1194
00:45:16,720 --> 00:45:17,880
And she's like, well, I don't know.

1195
00:45:17,880 --> 00:45:18,880
I don't know.

1196
00:45:18,880 --> 00:45:19,880
Fishing.

1197
00:45:19,880 --> 00:45:22,320
And I was like, well, this is what, you know, they've done, they've comped your parking

1198
00:45:22,320 --> 00:45:23,320
$25 night.

1199
00:45:23,320 --> 00:45:24,320
That's $50.

1200
00:45:24,320 --> 00:45:25,920
And they gave you a $50 food and beverage credit.

1201
00:45:25,920 --> 00:45:28,440
And then they gave you 20,000 points.

1202
00:45:28,440 --> 00:45:30,760
And I was like, I'm not really sure what I could do on top of that.

1203
00:45:30,760 --> 00:45:32,840
Just that in itself is a lot of compensation.

1204
00:45:32,840 --> 00:45:34,440
She's like, well, I shouldn't have to pay for my stay.

1205
00:45:34,440 --> 00:45:36,720
I want the entire points back for my stay.

1206
00:45:36,720 --> 00:45:39,240
And I was like, oh, you know, I'm sincerely sorry.

1207
00:45:39,240 --> 00:45:40,240
You feel that way.

1208
00:45:40,240 --> 00:45:44,720
I could probably give you some more points, but that's really the best I can do for you.

1209
00:45:44,720 --> 00:45:47,840
I was like, your first night you said was completely fine.

1210
00:45:47,840 --> 00:45:49,600
There was nothing wrong with your first night.

1211
00:45:49,600 --> 00:45:52,560
And then the second night you discovered the condensation and you said, but that means

1212
00:45:52,560 --> 00:45:53,560
the mold was there the whole time.

1213
00:45:53,560 --> 00:45:54,640
Like there's no mold.

1214
00:45:54,640 --> 00:45:55,640
We went up there.

1215
00:45:55,640 --> 00:45:56,640
There's no mold.

1216
00:45:56,640 --> 00:45:57,640
I could smell it.

1217
00:45:57,640 --> 00:46:00,000
And I was like, your second night was the one that you had a problem with.

1218
00:46:00,000 --> 00:46:03,160
And I was like, and we've given you more than enough compensation.

1219
00:46:03,160 --> 00:46:04,880
I can't do anything further for you.

1220
00:46:04,880 --> 00:46:07,760
And she kind of was like, okay, whatever, and swarms away.

1221
00:46:07,760 --> 00:46:11,120
And then she comes back and check out, talks to the front desk agent.

1222
00:46:11,120 --> 00:46:14,200
And I was like, yeah, I talked to the manager and I'm supposed to be getting the points

1223
00:46:14,200 --> 00:46:15,600
back for my stay.

1224
00:46:15,600 --> 00:46:17,480
And then an additional 30,000 points.

1225
00:46:17,480 --> 00:46:20,520
Oh, that was not what was agreed upon.

1226
00:46:20,520 --> 00:46:22,480
And the desk agent, she knows.

1227
00:46:22,480 --> 00:46:23,480
She comes back.

1228
00:46:23,480 --> 00:46:25,960
She's like, this V. And I was like, are you kidding me?

1229
00:46:25,960 --> 00:46:28,400
And I go back out there because I didn't know if she still thought I was there because

1230
00:46:28,400 --> 00:46:29,920
it was later during the day.

1231
00:46:29,920 --> 00:46:32,240
And I'm like, hi, we spoke earlier.

1232
00:46:32,240 --> 00:46:33,240
She's like, oh yeah.

1233
00:46:33,240 --> 00:46:35,240
And I'm like, I'm sorry if there was confusion.

1234
00:46:35,240 --> 00:46:37,920
I wasn't giving you points back for your stay.

1235
00:46:37,920 --> 00:46:40,200
And then an additional 30,000 points.

1236
00:46:40,200 --> 00:46:44,760
She's like, oh, but I thought that you had said and like, no, no, no, no, I told you,

1237
00:46:44,760 --> 00:46:46,560
you know what they done and what I could do more.

1238
00:46:46,560 --> 00:46:51,120
And I was like, why would we give you points back for your entire state and then pay you

1239
00:46:51,120 --> 00:46:52,120
to stay here?

1240
00:46:52,120 --> 00:46:53,120
And they went over the list.

1241
00:46:53,120 --> 00:46:55,000
We gave you the $50 food and beverage credit.

1242
00:46:55,000 --> 00:46:58,120
We gave you $25 off of parking per night, which is $50.

1243
00:46:58,120 --> 00:46:59,200
And then 20,000 points.

1244
00:46:59,200 --> 00:47:00,720
And then an additional 10,000 points.

1245
00:47:00,720 --> 00:47:03,360
Why would I pay you to stay here and then do all those things?

1246
00:47:03,360 --> 00:47:04,360
I was pissed.

1247
00:47:04,360 --> 00:47:05,880
And I said it nicer than that.

1248
00:47:05,880 --> 00:47:08,320
She's like, oh, I just misunderstood.

1249
00:47:08,320 --> 00:47:11,560
And I was like, okay, well, just so we're very clear.

1250
00:47:11,560 --> 00:47:12,560
No.

1251
00:47:12,560 --> 00:47:14,480
She didn't misunderstand anything.

1252
00:47:14,480 --> 00:47:17,840
She just to your point thought you had already left for the day.

1253
00:47:17,840 --> 00:47:20,640
Gwen is fuming.

1254
00:47:20,640 --> 00:47:23,520
She's a scam artist because she was stayed two nights on points.

1255
00:47:23,520 --> 00:47:26,040
And I think she was like a strawberry and like a raspberry.

1256
00:47:26,040 --> 00:47:28,760
And I'm like, this is how you get those points.

1257
00:47:28,760 --> 00:47:32,320
I'm not falling for it.

1258
00:47:32,320 --> 00:47:35,960
We're gonna confer the research department on this one.

1259
00:47:35,960 --> 00:47:41,240
On that note, Gwen, I think you have a guest that raiding.

1260
00:47:41,240 --> 00:47:42,240
So excited.

1261
00:47:42,240 --> 00:47:44,240
This is my favorite game.

1262
00:47:44,240 --> 00:47:45,240
Okay.

1263
00:47:45,240 --> 00:47:47,680
So here's the header.

1264
00:47:47,680 --> 00:47:50,720
Remember exceeded expectations.

1265
00:47:50,720 --> 00:47:52,600
All was great.

1266
00:47:52,600 --> 00:47:56,280
Except on Friday night, I was having sex with my wife.

1267
00:47:56,280 --> 00:47:57,680
Oh my God.

1268
00:47:57,680 --> 00:48:03,320
I thought the except was big, but I guess not.

1269
00:48:03,320 --> 00:48:06,120
And the neighbor complained about the noise.

1270
00:48:06,120 --> 00:48:12,440
The girl from the front desk Friday night knocked on our door and treated us very rudely.

1271
00:48:12,440 --> 00:48:13,440
She yelled at us.

1272
00:48:13,440 --> 00:48:14,440
In the middle of the nasty.

1273
00:48:14,440 --> 00:48:15,440
Oh my God.

1274
00:48:15,440 --> 00:48:17,640
That's all we have to presume.

1275
00:48:17,640 --> 00:48:22,640
She yelled at us that it's a family hotel exclamation points.

1276
00:48:22,640 --> 00:48:26,720
What does that have to do with my wife and I doing exactly what a happy married couple

1277
00:48:26,720 --> 00:48:29,600
do on vacation?

1278
00:48:29,600 --> 00:48:34,680
It was a very insensitive and rude of her to say that to us.

1279
00:48:34,680 --> 00:48:36,600
Oh my God.

1280
00:48:36,600 --> 00:48:39,440
Was this a review or a survey?

1281
00:48:39,440 --> 00:48:40,440
Survey.

1282
00:48:40,440 --> 00:48:41,440
Okay.

1283
00:48:41,440 --> 00:48:42,560
Wait, what's the difference?

1284
00:48:42,560 --> 00:48:45,440
One post where people can see it like on a trip site.

1285
00:48:45,440 --> 00:48:47,800
One is internal.

1286
00:48:47,800 --> 00:48:48,800
Yes.

1287
00:48:48,800 --> 00:48:49,800
Thank you.

1288
00:48:49,800 --> 00:48:53,320
A review is the external review.

1289
00:48:53,320 --> 00:48:54,320
What are they called?

1290
00:48:54,320 --> 00:48:55,320
Like the OTAs.

1291
00:48:55,320 --> 00:48:56,320
OTA.

1292
00:48:56,320 --> 00:48:57,320
Okay.

1293
00:48:57,320 --> 00:48:58,320
Right.

1294
00:48:58,320 --> 00:49:00,800
But that's a booking channel that has reviews.

1295
00:49:00,800 --> 00:49:03,560
What you think one people can see one's internal.

1296
00:49:03,560 --> 00:49:04,560
Okay.

1297
00:49:04,560 --> 00:49:05,560
Cool.

1298
00:49:05,560 --> 00:49:06,560
Cool.

1299
00:49:06,560 --> 00:49:07,560
Cool.

1300
00:49:07,560 --> 00:49:08,560
Cool.

1301
00:49:08,560 --> 00:49:09,560
Cool.

1302
00:49:09,560 --> 00:49:10,560
Holy crap.

1303
00:49:10,560 --> 00:49:11,560
So we're guessing the rating.

1304
00:49:11,560 --> 00:49:12,560
Wait, does it go on?

1305
00:49:12,560 --> 00:49:13,560
That's it.

1306
00:49:13,560 --> 00:49:14,560
Out of 10.

1307
00:49:14,560 --> 00:49:20,600
So it was rude when she told them to quiet down from doing the nasty family hotel.

1308
00:49:20,600 --> 00:49:22,720
So this is a family hotel.

1309
00:49:22,720 --> 00:49:23,720
You need to quiet down.

1310
00:49:23,720 --> 00:49:28,720
Did the associate like outright say you got a noise complaint for having sex?

1311
00:49:28,720 --> 00:49:29,720
You know what I know.

1312
00:49:29,720 --> 00:49:32,560
So it could have been a, it could have been, you said three.

1313
00:49:32,560 --> 00:49:37,680
The neighbor complained about the noise and the girl from the front desk on Friday night

1314
00:49:37,680 --> 00:49:41,040
knocked on our door and treated us very rude.

1315
00:49:41,040 --> 00:49:43,640
She did say positive about the staff prior.

1316
00:49:43,640 --> 00:49:45,600
That's why I didn't get a one.

1317
00:49:45,600 --> 00:49:48,520
This should be a review for their neighbor, not the hotel.

1318
00:49:48,520 --> 00:49:49,520
Yes.

1319
00:49:49,520 --> 00:49:50,520
The rating probably.

1320
00:49:50,520 --> 00:49:51,520
Yeah.

1321
00:49:51,520 --> 00:49:52,520
With the game.

1322
00:49:52,520 --> 00:49:53,520
No, Bill.

1323
00:49:53,520 --> 00:49:54,520
Bill, what's your rating?

1324
00:49:54,520 --> 00:49:55,520
I can't play.

1325
00:49:55,520 --> 00:49:56,520
I've already seen the answer.

1326
00:49:56,520 --> 00:49:57,520
Damn.

1327
00:49:57,520 --> 00:49:58,520
Okay.

1328
00:49:58,520 --> 00:49:59,520
I would have out of 10.

1329
00:49:59,520 --> 00:50:00,520
Yeah.

1330
00:50:00,520 --> 00:50:03,000
If I would have been guessing, I would have guessed right along with Miss B.

1331
00:50:03,000 --> 00:50:04,000
I'll go with a five.

1332
00:50:04,000 --> 00:50:05,000
10 out of 10.

1333
00:50:05,000 --> 00:50:06,000
What?

1334
00:50:06,000 --> 00:50:07,000
You're kidding.

1335
00:50:07,000 --> 00:50:08,920
What are you kidding?

1336
00:50:08,920 --> 00:50:12,280
That bed in those sheets must have been phenomenal.

1337
00:50:12,280 --> 00:50:13,880
It must have been some good.

1338
00:50:13,880 --> 00:50:15,880
Maybe they were the ones who broke the toilet.

1339
00:50:15,880 --> 00:50:16,880
Oh, maybe.

1340
00:50:16,880 --> 00:50:18,880
Wait, 10 out of 10.

1341
00:50:18,880 --> 00:50:19,880
10 out of 10.

1342
00:50:19,880 --> 00:50:20,880
Okay.

1343
00:50:20,880 --> 00:50:24,760
If they would have given you like a passing rating, I would have, well, that's only a

1344
00:50:24,760 --> 00:50:25,760
nine or a 10.

1345
00:50:25,760 --> 00:50:30,280
I mean, him and his wife must be very happily married for it to be a 10 out of 10.

1346
00:50:30,280 --> 00:50:31,520
They have a very happy sex life.

1347
00:50:31,520 --> 00:50:32,520
Good for them.

1348
00:50:32,520 --> 00:50:33,520
Wow.

1349
00:50:33,520 --> 00:50:34,520
Family.

1350
00:50:34,520 --> 00:50:35,520
Jealous.

1351
00:50:35,520 --> 00:50:36,520
That's crazy.

1352
00:50:36,520 --> 00:50:38,000
Maybe he's like us in the hospitality industry.

1353
00:50:38,000 --> 00:50:39,000
Maybe.

1354
00:50:39,000 --> 00:50:40,000
And he knows.

1355
00:50:40,000 --> 00:50:41,520
He's like, I'm still going to give him my feedback.

1356
00:50:41,520 --> 00:50:44,040
I'll give him a 10 out of 10 because I don't want to hurt their scores, but I want you to

1357
00:50:44,040 --> 00:50:45,040
know what happened.

1358
00:50:45,040 --> 00:50:49,880
Or maybe he gave a 10 out of 10 because he was delivering the goods well enough that

1359
00:50:49,880 --> 00:50:52,120
it caused a noise complaint from the neighbors.

1360
00:50:52,120 --> 00:50:53,680
Yeah, he was proud of himself.

1361
00:50:53,680 --> 00:50:54,680
It was an ego.

1362
00:50:54,680 --> 00:50:55,680
Yeah, maybe.

1363
00:50:55,680 --> 00:50:58,200
I mean, he did feel the need to announce it in a survey.

1364
00:50:58,200 --> 00:51:00,600
I was having sex with my wife.

1365
00:51:00,600 --> 00:51:01,600
Like deliberately.

1366
00:51:01,600 --> 00:51:02,600
I did it.

1367
00:51:02,600 --> 00:51:03,600
I did it.

1368
00:51:03,600 --> 00:51:04,600
No, internal.

1369
00:51:04,600 --> 00:51:05,600
Internal.

1370
00:51:05,600 --> 00:51:06,600
Yeah.

1371
00:51:06,600 --> 00:51:07,600
We'll get there.

1372
00:51:07,600 --> 00:51:08,600
We'll get there.

1373
00:51:08,600 --> 00:51:09,600
But still, regardless.

1374
00:51:09,600 --> 00:51:10,600
That's great.

1375
00:51:10,600 --> 00:51:13,320
I mean, you are responding to, I mean, like, what do you say?

1376
00:51:13,320 --> 00:51:15,320
No, I mean, like, from the guest perspective.

1377
00:51:15,320 --> 00:51:16,320
I would have had a good time.

1378
00:51:16,320 --> 00:51:17,320
Glad you enjoyed your stay.

1379
00:51:17,320 --> 00:51:18,320
Thank you for letting us know.

1380
00:51:18,320 --> 00:51:19,320
Thank you for letting us know.

1381
00:51:19,320 --> 00:51:21,080
Clearly you enjoyed your stay.

1382
00:51:21,080 --> 00:51:22,080
You could do it.

1383
00:51:22,080 --> 00:51:24,080
But you could do it.

1384
00:51:24,080 --> 00:51:28,160
But I mean, like, what caliber of person, like, what are they thinking where you're

1385
00:51:28,160 --> 00:51:33,480
receiving this generic email that says, follow this link and rate your stay.

1386
00:51:33,480 --> 00:51:38,240
And you're blatantly typing out, my wife and I were having sex.

1387
00:51:38,240 --> 00:51:40,480
Like, what caliber of person are you?

1388
00:51:40,480 --> 00:51:44,080
Okay, but like on a blue pill and excited that he could do it.

1389
00:51:44,080 --> 00:51:45,280
No, no, no, no.

1390
00:51:45,280 --> 00:51:47,440
Let me play devil's advocate here.

1391
00:51:47,440 --> 00:51:54,200
If I were to rewrite that, I would say like my wife and I were being intimate.

1392
00:51:54,200 --> 00:51:55,200
Exactly.

1393
00:51:55,200 --> 00:51:57,920
I was my wife and my neighbor.

1394
00:51:57,920 --> 00:52:00,880
Like, I cannot believe it was 10 out of 10.

1395
00:52:00,880 --> 00:52:01,880
People don't know how to do surveys.

1396
00:52:01,880 --> 00:52:02,880
Back to Bill's point.

1397
00:52:02,880 --> 00:52:04,400
Oh my God.

1398
00:52:04,400 --> 00:52:08,440
Maybe his wife gave him a 10 out of 10 that night.

1399
00:52:08,440 --> 00:52:10,680
Good job and a smack on the ass.

1400
00:52:10,680 --> 00:52:12,240
Yeah, maybe they get off on that.

1401
00:52:12,240 --> 00:52:13,240
Maybe a high five.

1402
00:52:13,240 --> 00:52:14,240
I don't know.

1403
00:52:14,240 --> 00:52:15,240
That note.

1404
00:52:15,240 --> 00:52:20,440
Well, let's take the smack in the ass and the 10 out of 10 for a sex-written review.

1405
00:52:20,440 --> 00:52:23,600
We are sex positive here on the TFTSI podcast.

1406
00:52:23,600 --> 00:52:24,600
No king shaming.

1407
00:52:24,600 --> 00:52:25,600
No king shaming.

1408
00:52:25,600 --> 00:52:26,600
No king shaming whatsoever.

1409
00:52:26,600 --> 00:52:27,600
But.

1410
00:52:27,600 --> 00:52:28,840
There is a foot out there for everybody.

1411
00:52:28,840 --> 00:52:31,280
Don't get me started.

1412
00:52:31,280 --> 00:52:33,560
Maybe that's why his wife was screaming so much.

1413
00:52:33,560 --> 00:52:34,560
Maybe.

1414
00:52:34,560 --> 00:52:35,560
Maybe.

1415
00:52:35,560 --> 00:52:36,560
Gwen, that's a callback.

1416
00:52:36,560 --> 00:52:37,560
You need a binge.

1417
00:52:37,560 --> 00:52:39,280
I'm just gonna put it on what subject.

1418
00:52:39,280 --> 00:52:41,120
There's a foot out there for everybody.

1419
00:52:41,120 --> 00:52:42,120
Oh, 100%.

1420
00:52:42,120 --> 00:52:43,120
Any hoosie.

1421
00:52:43,120 --> 00:52:44,360
Take it away, Bill.

1422
00:52:44,360 --> 00:52:50,200
So let's end this whole conversation on this very positive note.

1423
00:52:50,200 --> 00:52:51,440
Thank you so much for listening.

1424
00:52:51,440 --> 00:52:53,000
We appreciate you joining us.

1425
00:52:53,000 --> 00:52:57,480
Liz, I know I always pass the torch to you to go through our socials, but you're good

1426
00:52:57,480 --> 00:52:58,480
at it.

1427
00:52:58,480 --> 00:52:59,480
You own it.

1428
00:52:59,480 --> 00:53:00,480
Let's hear it.

1429
00:53:00,480 --> 00:53:03,480
Okay, so make sure to visit our website, www.tftsi.com.

1430
00:53:03,480 --> 00:53:09,160
If you have any comments, questions, want to be a guest on the pod, make sure to scroll

1431
00:53:09,160 --> 00:53:12,280
all the way down to the Contact Us box.

1432
00:53:12,280 --> 00:53:18,920
We are on any socials, TikTok, Instagram, Facebook, anywhere you listen to podcasts,

1433
00:53:18,920 --> 00:53:26,200
Spotify, Apple podcasts, you can even listen to us on YouTube and give us a follow on LinkedIn.

1434
00:53:26,200 --> 00:53:27,400
We're a big deal on LinkedIn.

1435
00:53:27,400 --> 00:53:28,400
Come find us.

1436
00:53:28,400 --> 00:53:34,840
And make sure when you are listening to the pod, make sure you leave a rating and review

1437
00:53:34,840 --> 00:53:35,840
for us.

1438
00:53:35,840 --> 00:53:36,840
We would love being your friend.

1439
00:53:36,840 --> 00:53:37,840
Internal or external?

1440
00:53:37,840 --> 00:53:38,840
I think there.

1441
00:53:38,840 --> 00:53:39,840
Yeah, website would be internal.

1442
00:53:39,840 --> 00:53:40,840
Oh, I forgot one.

1443
00:53:40,840 --> 00:53:49,680
If you have anything else to say, make sure to email us at og3.

1444
00:53:49,680 --> 00:53:54,160
That is og, the number three at tftsi.com.

1445
00:53:54,160 --> 00:53:55,160
That was amazing.

1446
00:53:55,160 --> 00:53:56,160
That's why you handle that.

1447
00:53:56,160 --> 00:53:57,160
Lawless.

1448
00:53:57,160 --> 00:53:59,200
I don't want to keep having me back.

1449
00:53:59,200 --> 00:54:00,200
Consimate professional.

1450
00:54:00,200 --> 00:54:01,200
10 out of 10.

1451
00:54:01,200 --> 00:54:04,200
Oh, yes, I got a rating.

1452
00:54:04,200 --> 00:54:06,520
But did my neighbors hear it?

1453
00:54:06,520 --> 00:54:12,240
No, no, let's not make an uncomfortable bill.

1454
00:54:12,240 --> 00:54:15,980
And on that note, we will see you again in about two weeks.

1455
00:54:15,980 --> 00:54:16,980
Bye.

1456
00:54:16,980 --> 00:54:26,000
All right.