Notes

A guest yelled at me last night (11/19/16) because our hot tub was out of order. She wanted me to fix it right then. I explained that we could take her to residence inn but it was 9:45 and they were going to close. She was ranting about how they were at a Hilton near where the sports fields were but their hot tub was out of order and she drove 30 miles to stay here because our Reservations department said we do have a hot tub. She told me that I can just go ahead and check her out and check her in at residence inn. I explained that I could check her out and I would not penalize her, but I could not control Residence Inn or their system and she would have to make a separate reservation for them. She left and came back, still angry, to yell at me again. as she went around the corner, she said that she expected a discount, but did not ever tell me her name or room number. She did not stay and I had another guest, so I have no idea who she is, how long she is here, or what room she is in. I would expect her to rage tomorrow, and maybe even check out early. Just do it, discount her room, check them out early, whatever. Ashley