Room 232 came down to the desk at almost 11pm, to complain that room 231 was smoking out in the hallway, being extremely loud, and fighting with each other -it was upsetting and they had a 4 month old baby trying to sleep.. Not only is room 231 NOT a smoking room, the second floor is nonsmoking altogether! So I said I'd take care of it. I looked in the computer and found to my surprise that room 231 - were EMPLOYEES of another Hilton hotel! Well I called up and said they needed to move to a smoking room, or find another hotel and they also needed to be quiet as they were disturbing people around them. The guy on the phone said no problem, he didn't realize it wasn't a smoking room and asked if I could send some keys up for a new room.
Excellent!
Sent the keys up with Angel........he gets there and I can hear the woman in 231 SCREAMING at him! He comes back down and says "they're not moving...." *sigh* I get ready to call up to talk to them again, and the elevator dings. Off steps the woman from 231! She immediately starts screaming at me! Cussing, telling me she knows her civil rights and "you've voilated my civil rights! I'm gonna sue your ass! I'll sue your company! I'll sue those other people, you can't do this to me! This is some BULLsh*t!" on and on and on....she gets close enough and I realize she is wasted. I tried to get her to calm down and explain her options, and she doesn't even let me speak. She just keeps repeating herself.
-----By the way, she's an employee for Hilton Hotels...same as I am...anyone else see the humor in her saying "I'm gonna sue your company!"
I finally spoke over her and said "Ma'am, you have two choices. You can get back on that elevator and go to your room QUIETLY and stay there until you're calm, or you can leave right now" Of course that didn't go over well, and she continued to cuss me out, letting the elevator cycle three times before finally getting on. Before she got on, I finally told her "Fine, I'll just let the cops handle you" And I called the sheriff.
Not 3 minutes later the lady from 232 comes back down, almost in tears, and says they HAVE to move rooms, room 231 has become even worse. So I get her switched. The only problem is that 232 has 3 beds, and the only rooms I had left only had 2. So I had to give her two rooms, and eat the cost of one of them. At this point, I don't care, I just want 231 GONE.
The cops show up, and I give them the rundown so far. They wait in the lobby a few minutes, then head up to 231, to escort them off property. As I heard the cops get off the elevator, the yelling started again. Slamming doors, cussing, the works. Five minutes later the cops come back and let me know that if the lady (and her sister, apparently) were outside the building, they would have already been aressted. However, with the way hotel law works, I would have to give the cops permission to arrest them. I asked their opinion, and if they thought the ladies were ACTUALLY going to leave. They said they hadn't even packed a single bag yet, so probably not. So I said fine, and signed the papers.
As the cops go to get on the elevator, the ladies step off....still cussing and raving. The cops say "ma'am. excuse me, ma'am you need to stop" The two ladies IGNORE THEM!! So the one cop grabs one of them and raises his voice "MA'AM I SAID STOP. YOU ARE UNDER ARESST" She flips out on him "What the hell for?!??!"
As the cops are telling the two husbands where they can pick their wives up in the morning, the lady from 232 comes BACK down. She explains to me that she has 2 more rooms in the hotel, and one of them has her teenage kids in it, and she wants them moved closer to her room. Totally understand, so I help her out. Then she says her husband needs to talk to the cops. I tell her that's fine send him down.
He comes down and tells the cops that the two husbands had been filming his teenage daughters earlier in the day and that evening, saying things like "this is girls gone wild, show us your ___" They ask the cops to place a tresspass against the 2 guys, and once again, that requires my approval. I said of course, and signed the papers.
The cops go confinscate(sp) the tapes, and explain whats going on to the two guys. They run their IDs, and it turns out one guy is on probation for drug posession.......sooooo they have to pat him down and stuff......he has weed on him!!! So he ends up getting aressted TOO.
I finally got to go home at about 1:30AM. In the end, three people went to jail when they could have just found another hotel for the night. Three teenage girls are upset and a little damaged by a creepy guy, a 4 month old baby was awake in the middle of the night, a mother was near tears, the hotel was out money for the 2 extra rooms, and I had two hours of overtime pay......
Oh, if only COPS had been filming in our area last night!! Oh my goodness Katie. Sounds like excitement to me, lol. I bet your shift
including your overtime went very fast.
Like the blink of an eye!
Every time I've had to call the cops out, it gets more and more heated. I hate to think of what next time will hold!!!!!
I hope your boss appreciates the great job you did handling a very difficult situation. Ya done good!!You deserve a raise...tell your boss I said so.i knew there was a reason i stopped being the night manager at a competitor brand!!! i hope these are now FORMER EMPLOYEES of hilton.
you should have been there the night i had to kick out an entire professional soccer team for a 2am spontaneous naked drunken soccer practice. they got points for every door they hit. it was so fun...not!!!
LMAO!!!! That's..............awesome. Only because I wasn't there. Hahaha
I hope they're FORMER employees as well! Although, their GM isn't aware just yet. We're going to let OUR GM tell him the bad news on Monday.
We had a naked Atlantic Southeast Airlines pilot once!!! That was loads of fun too.
Oh oh, I bet you worked for Marriott, didn't you?
We're mean to our spring breakers......LOL we make them sign a contract and put down a 0 deposit. We have VERY few problems with them.
I love love love Gatlinburg! We go alot, about 1and 1/2 hours from here...we always stay in Pigeon Forge at the Fairfield Inn...hubby gets free nights there and it's really nice.
"Oh oh, I bet you worked for Marriott, didn't you? "
is there anybody else
we once joked that we ought to write a book about what goes on after midnight in a hotel but no one would believe us.
after many years in roms operations i finally saw the light and moved into revenue mgmt....the hours were better
that is to funny and you deffinatly handled it better than i would have....and it deffinatly beats all my overnights...i work at a 24hr diner, i worked the 5p to 5a shift on sat night for about a year and we get lots of drunk people once the bars close...the worst i ever delt with was a baturete party- there were about 10 women totally trashed (they came on a mini bus- dressed up in these crazy outfits) they were hitting on everyone and when the overnight cops came in they acted like they were strippers dresssed in cop uniforms and asked them to take it all off! the cops were very cool about it and asked them to just keep it down so they didn't have to leave.
wow that sounds like one real interesting night for sure.