I am asking for opinions. A bit of a poll if you would. I had this situation come up recently and although it is a bit long winded, I would love to know some opinions as to how some would have handled the situation.
I took out the names and any other markings to identify the individual involved and although this is a bit long, it really doesn't describe the entire incident as this wen on for hours on end.
On Dec 12th, 2008 at approximately 01:45am I had a MS. H approach the desk needing to get into her room as her boyfriend, Mr. M, had abandoned her at a bar. I had security escort her to her room and verify her identity. Mr. M then entered into the hotel at approx. 02:15am and was heard banging on the elevator as he went to his room (as heard by our Security officer ). Security approach Mr M, and question him on the banging to which he replied that he hadn't nor had he damaged the elevator. Then Mr M approach the desk and told me that he wanted Ms. H to have access to his room and that if she felt the need that he would pay for a different room for her tonight. Ms H took up his offer and took a separate room adding she didn't want any information given out as to what room she was in. Mr. M has since been down to the desk on a multitude of occasions throughout the night demanding that I release the information to him. I have refused him every time. He has thrown his Gold member status up several times as well as his " important" business dealings first thing this morning. but I had to constantly remind him that per Hilton standard I can't give out any information, as well as the guest making the request that no information be given out. His last stop at the desk was at 04:45am at which I encouraged him to get some sleep and I still couldn't give out the information. His constant barrage at this request would not end until I had mentioned he is at the point of harassment with myself, and that I would take this matter to the police if he doesn't cease. He has stated, on many occasions that I am forcing a breakup between he and Ms. H. He has also changed his mind on wanting to pay for her room. As of this letter, I had not changed the method of payment as it is the only one I have on file. Mr. M and Ms. H had very strong alcohol emanating from both of them. Because Mr. M is hotel chain preferred guest I am expecting something to be sent through our corporate office.
Now the questions I have are
Should I have given him the room number?
Should payment have been removed?
If I did give out the room number who would be at fault had this turned violent?
Any other suggestions on as to this should have been handled?
KJ
Hi
Are you sure this is not a con?
She has called him on the mobile and gave him her room number
they spend the night together in her free room.
He keeps re-appearing to keep up the pretence.
Come the morning he refuses to pay for anything.
They have had a free night in the hotel.
Or is that just the paranoid Chess player in me who trusts no one.
Originally posted by KJCavalierCertainly don't give the number.
I am asking for opinions. A bit of a poll if you would. I had this situation come up recently and although it is a bit long winded, I would love to know some opinions as to how some would have handled the situation.
I took out the names and any other markings to identify the individual involved and although this is a bit long, it really doesn't describ s turned violent?
Any other suggestions on as to this should have been handled?
KJ
Is there a policy that once you appoint a room it can't be refunded? It's not like you can rent that room out now.
I would have called the police anyway the second time he came back.
P-
I wouldn't have trusted these two for one instant. I would only be concerned about hearing from "corporate" if you HAD given out the room information.
The only option that you had was to go back to her and let her know what was going on and asking if she wished to reconsider having contact with him, if only by telephone (no number identified). That was not necessary, nor appropriate at 4 a.m., however, so you did the only prudent thing.
I would have got him to sign something at the time, given his intoxication. Even if he is a 'special' client. Hindsight's great though.
If he is such a special client though, head office will waive the charge and apologise, with minimal investigation. Sounds like you did the right thing to appease the guest, then uphold the law. I wouldn't be worried if that were my version of events in your shoes
Originally posted by KJCavalierIf Ms. H is easy on the eyes, then you might have paid a visit to her room with a bottle of some adult beverage to console her with (along with the pleasure of your company of course). Otherwise I can't find fault with your actions.
I am asking for opinions. A bit of a poll if you would. I had this situation come up recently and although it is a bit long winded, I would love to know some opinions as to how some would have handled the situation.
I took out the names and any other markings to identify the individual involved and although this is a bit long, it really doesn't describ ...[text shortened]... s turned violent?
Any other suggestions on as to this should have been handled?
KJ
Thanks to all for reconfirming what I thought was right in the first place. Lsloth, I happened to be a happily married man and it just isn't worth my job or my marriage to pull such a stunt.
As for a scam, no such animal this time. To much alcohol, there was already a room rented by the couple (You may have missed that point), and I had security guarding throughout. As for Payment, I already had a signed reg card and authorization to charge the card on file.
Anyway thanks for the opinions
Originally posted by KJCavalierHe offered to pay and offered the idea of a second room. He is responsible for that expense. There is no "buyer's remorse" with hotel rooms after you've actually used the room.
I am asking for opinions. A bit of a poll if you would. I had this situation come up recently and although it is a bit long winded, I would love to know some opinions as to how some would have handled the situation.
I took out the names and any other markings to identify the individual involved and although this is a bit long, it really doesn't describ ...[text shortened]... s turned violent?
Any other suggestions on as to this should have been handled?
KJ
If the hotel policy is not to give out information and she specifically asked that you not give out information, you're not to give out the information. Whether or not you'd be legally responsible in the event of domestic violence or not, you'd certainly be dragged into it while the court battled it out.
Your job should include occasional combat pay.
Originally posted by pawnhandlerNo argument from me there. Don't forget Psychiatric treatment from time to time as well.
He offered to pay and offered the idea of a second room. He is responsible for that expense. There is no "buyer's remorse" with hotel rooms after you've actually used the room.
If the hotel policy is not to give out information and she specifically asked that you not give out information, you're not to give out the information. Whether or not you'd ...[text shortened]... into it while the court battled it out.
Your job should include occasional combat pay.