She Let Him Sleep in the GYM?!

This story was sent in by a follower! My jaw DROPPED when I read it! The Night Auditor's heart was in a great place, but that execution was... not it. 😂
If you have a story of your experiences working at hotels, or just in customer service in general, please share it with me! I may even make a skit out of it! 😉
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[@einkartoffel4323]

Props to the manager for only being upset at the safety and legal concerns

[@tunisiancrochetchannel]

That's the kind of response from a management where I would know they are seething with anger, but trying to be kind. Sadly, some workers won't get the hint.

[@erikjhs2403]

Even tho i liked how the manager was , i hope the worker understands because being that soft can sometimes also be bad , i think she should've been punished

[@homerman76]

​@@erikjhs2403Yeah, it's a tough situation since you don't want to be too harsh on the new hire, especially if you're desperate for more employees, but being too soft can make some people feel like they can get away with more if they play their cards right.

[@flexiblenerd]

I get the mercy play, but there are several ways that it could have been handled differently, I think...granted, I don't work in the hotel industry, but still... @@erikjhs2403

[@ragdoll86]

@@erikjhs2403 It feels like a failure from the hotel's side of things. They should give the staff a proper training so they know exactly what to do in any given situation and of they haven't a clue then to not be afraid of waking up the person in charge 😊

[@big8dog887]

If he didn't identify himself in some way, how do we know he had a reservation for 8/7 instead of 7/8? Also would like to know if the manager were called, how she would have handled it.

[@AniJunkerZ]

Hotel's do require an actual form of ID in almost all cases, to be on file or something similar. The itinerary with their info is only something you'd temporarily see during the check-in process, also a lot of the time people have a picture of it, instead of the actual email/form too, so a lot of info is cut off sadly.

[@privatebenfallsprivat8428]

Relax, its a tiktok, not a Monk series

[@anniebe4992]

if there was that booking for the wrong date , I agree, there must have been a name, address, ID, credit card information

[@krgrimm]

@@anniebe4992. If it was a 3rd party we sometimes only get a first and last name. Maybe we’ll get a phone number but 50-50 it’s the company’s phone number not the guest’s. Very frustrating.

[@stephensheridan1279]

Maybe he’s British? 🧐🤷‍♂️

[@wayfareangel]

That is a sweet kid. Glad the manager didn't fire her. You can teach someone how not to make mistakes, you can't teach them to have a good heart.

[@francinesanchez5402]

💯 I’m sure a discussion about why it was wrong and what to do instead would have followed. If you get the right character, training can fill in the gaps.

[@DudetteDees]

Do we know that this person did not get fired? I didn't find that anywhere. I hope so though.

[@harperadhd]

​@@DudetteDeesmaybe they have a certain amount of times before they're let go from a company, and the manager seems to be speaking to her as of she's still fairly new. Mainly the emphasis on "call me" had something similar happened time and time again with this night auditor, id assume this conversation would not be so calm, understanding or gently spoken, if this was continuously happening and putting the safety of guests at risk

[@deantodd8103]

​@@DudetteDees The manager did say to call her at any time in the future, which pretty much means the employee was being retained on staff.

[@anyone9689]

it was a skit , the same girl played all the parts lol

[@MomCat6000]

As a night auditor - once a young woman wound up in a bad situation at our hotel. We were sold out so I just gathered up some pillows, linens and comforters and made a little bed for her in our conference room. It was dark in there and gave her some privacy so she could get some sleep while waiting for a family member to come the next day and pick her up. Management was very kind and understanding and mentioned I could have given her a room if one had been available. I work at a small hotel in a small town. I did NOT give her any keys though. Just told her to prop the door open if she needed to to the restroom so she could easily get back in.

[@officialflorint]

Nice

[@bonnie.f]

I'm glad to know there are people like you in the world

[@Maker.of.Mischief]

We have people come in to our hotel almost daily, who find themselves in a ‘bad situation’. I have learned not to offer assistance, as what usually happens is that the person either does not leave, and has to eventually be escorted out, or they come back again, and again, and become an issue. Often the problems that landed them in the bad situation are far beyond anything I can help them with anyway. I can’t even tell you how many times someone has come in off the street to ‘charge their phone’ so they can ‘call their ride’, and end up camped out in our lobby for hours on end, helping themselves to the hotel amenities that others pay hundreds of dollars to have access to.

[@seganaleqa]

That is an awesome solution. Keeps everyone safe, and comfortable. On behalf of that young woman, thank you for your kindness. 💜

[@MomCat6000]

@@Maker.of.Mischief yes we have our share of homeless trying to sit in our lobby "to charge a phone" etc and even though it breaks my heart to say no - I have to - like you said - they will continue to come back knowing there is a softie at the desk. I am thankful that we lock our front entrance at 11pm - it makes it easier to say no through an intercom. However this young woman was from out of state and the guy that drove her there ended up leaving her there without anything but her phone. She thought he had reserved a room with us but instead he was trying to r@pe her in his car in our parking lot and fortunately she got away & for some reason, I opened the door for her - which usually i don't. I could hear her convo on the phone with her family asking someone to come pick her up and of course at that time of night, they said it would be the next day. She was visibly upset so you might say I was thinking of our guests when I allowed her to stay in the conference room as no one wants to see that when they are walking through the lobby. :(

[@yanan4249]

Well it's bad that she didn't copy his ID and gave him a master key, but letting him sleep at the hotel was really a kind gesture. If the guest really had the reservation.

[@chasef89]

Yeah, this story would have been nice if it actually said what the manager's solution would have been.

[@cottoncandiez8872]

​@@chasef89to tell the potential gust sorry you made it for the wrong day but there's nothing we can do

[@stixoimatizontas]

Wrong. Because that same person will come on the day he actually HAS his/her reservation and demand a room. In which case the reservation will either still be there and the customer will simply get served, or the reservation will have been cancelled but said customer will still fight for it. Also there are many cases where people book a month ahead because the price will be much much lower, yet will still visit the hotel on the wrong date hoping there will be a room for them to be accommodated. Also, the gym, lobby or bar-cafe area are not places for someone to sleep. Best thing to do as a lone worker in these cases is to simply refuse service. You take no responsibility and stay away from further trouble.

[@stixoimatizontas]

@@chasef89 There is no solution in such cases. The hotel manager is just a luxury employee with more experience, not god. They will simply tell staff that the "customer" has to find their own place. On the other hand when staff are working with no supervision, they should know how to handle these sort of situations. Leaving a new staff member who lacks experience on their own is a dick move.

[@Robiness]

Her solution was very kind and human which is of course something the big corpo hates. Had she called the manager she would probably ask if it was premium or returning guest and if it wasn't she'd tell the receptionist to just kick him out 🤷

[@dandesjardins937]

In the 1980s my buddy and I decided to visit Zermat Switzerland, in the winter. We got off the train at night and explored the town. We stopped at the Hotel Zermat and asked for a room. The clerk could not believe we walked in the snow all the way to the hotel.she explained that all the hotels were full (busy ski season). We were young soldiers who didn't know better. The only thing she could think to do was put us in a tiny staff room in the attic. Pretty spartan, but we didn't care, we were just grateful for a bed. The next morning the general manager came and told us it was not appropriate that she put us in the room. We said no problem and agreed to leave. He said we misunderstood stood. He wasn't kicking us out, he was apologizing for the poor treatment (in his opinion), gave us breakfast and refused to take any money for the room. He said this was not the Hotel Zermat experience. We just were amazed and had a great time there.

[@avocadodevotee]

you can be as grateful as you want, it was disgusting of you to make the hotel go through this. just be decent human beings and FUCKING RESEARCH before you do shit. i love that you tell yourself that somehow soldiers get a free pass for being stupid or do you expect people to worship you for killing civilians on a whim ? just the usual american bullshit, nice profile pic man, hope your life can amount to a little more than what fucking soil you were born on

[@karibaxter4490]

[@Nionivek]

Honestly if I was in that situation I would have been concerned for the Clerk. "Sir we fully understand, the Clerk did the best they could in an emergency and we greatly appreciate what aid we were provided. Please go easy on them".

[@tinaclayton547]

Props to the manager for using it as a learning moment and not firing her. She had good intentions. It was definitely wrong. But firing a good person because of a mistake makes the manager look bad. As a manager we would rather make you think of the mistake and fix the error than fire you without you actually understanding what was wrong

[@jcsjcs2]

What I love most about this skit is the complete absence of "You're fired!" in the the conversation. Instead, this becomes a learning opportunity.

[@oleksiishapovalov2531]

Sometimes, we really need some empathetic solutions like sleeping in gym on the cot. I will never forget the day of February, 23rd, 2022. The next day after Russian attack. My family and me managed to move to Moldova and hotel that we booked was overbooked. Not only this hotel, but all the hotels in the whole country. Our kid was 1.5 years old at the moment and we can't stop at refugee camp. The solution that hotel receptionist provided to us was even more genius - she just left reception and host us in her apartment. I know that many people faced something similar that days and spent their nights in personnel rooms, lobby couches, laundries, etc.

[@NatalyaCherry]

I'm assuming you are Ukrainian and glad you received empathy and hospitality and now it appears you are safe, but I still am sorry for all you have endured and continue to endure.

[@nathanjw940]

I hope for peace for your country the ruzzians did the same thing when they joined the Nazis in WWII when the volryn oblast was in Poland

[@DragonCTR]

While as an overnight security, the night auditors ran into this issue at least once a week, more if it's a weekend, Thursday, or holiday. They love it when a security is right outside the doors in case things went south. They always have some sort of excuse, but rarely would they let them in. There was one moment when a guest came to our hotel, and asked to stay there, because they were fleeing from an abusive household. They thought if they lied about having a reservation early, they would get in sooner. We had contact the police, no arrest was made, but she was allowed to stay and the police stayed at the hotel that night. Fortunately, no one came to find her and she thanked us in the morning.

[@agustinamagpie]

I worked the front desk of a seedy hostel for a few months many years ago. I worked 7 am to 1 pm. One morning I arrive in order to open up the front desk (night shift closed at 6 am, so there was 1 hour where the front desk was unmanned), and there was this skinny blonde 20-something sitting on the steps of the hostel with a couple. The couple had luggage, the blonde didn't though, only a trash bag, which I found odd. I welcome them in and they explain the situation. The couple has a reservation, and they're coming to check in early as expected. The blonde's name is Chelsea, a tiny bird of a person, eyes puffy from crying and bags under them. She's got a very bruised shoulder I can see under her tank top's strap, and she's Irish. She's got a little backpack inside the trash bag, completely stained in now dried wine. She explains that she's got a bus ticket for 2 pm, and she had planned to get a hotel room for the night. But last night when getting out of the taxi she took downtown in order to get her luggage from the taxi's trunk, the driver got out and assaulted her. She fought him and he punched her in the stomach and pushed her down hard. When she fell to the ground, she landed on the backpack she was carrying. Said backpack had a bottle of wine inside that broke and soaked all she was carrying. The driver escaped with her luggage, all her stuff was in there, her money, her computer, her ID, her phone, her clothes. Everything but $100 Argentine pesos (equivalent back then to $5 us dollars), the long distance bus ticket, and a little wine stained umbrella. The couple tells me they found her crying and sitting in the bus station, waiting for 2 pm for her bus to depart for Buenos Aires, and then she'd be able to go to the Irish embassy for help. They brought her to the hostel to see if she could get something to eat. But she asked me if she could pay the $5 to get breakfast, as she was super hungry. I did her one better and snuck it into the hostel. There was a room with a bunk bed that had been occupied by only one girl, and she'd left early, so one of those beds would be clean and unoccupied until housekeeping got to it at around 5 pm. I gave her free breakfast and welcomed her to shower and use the washing machine to clean her clothes and backpack. The couple that brought her shared their cigarettes with her. I just warned her to hide from the hostel owner, who was coming around later, and she knew all 5 people that were supposedly checked in. Chelsea was so thankful she cried a bit again. She left the bed made too, and in the end when she left for the bus station, I gave her a hug. I hope she's safe and sound. Sometimes, an employee has to be human first, even if it could be a scam, or there could be legal trouble. Sometimes someone does need you, and you gotta be a person.

[@Flanneryschickens]

You're a good person for that

[@stephenlee5929]

That Night Auditor has gotten better, Do you remember that incident last year. It was that government event, hotel fully booked out, as was everywhere else, and she let a couple use the petting zoo overnight. They managed to turn on some sort of security light above the hotel, light up the whole place, which attracted some vey weird guests, including the 3 blokes on camels. And she gave birth. And some type of PA system, telling us about peace on earth (chance would have been a fine thing), That really was a night to remember.

[@cherisebeekman]

😂

[@TrafficusMaximus]

Got to admit the choir was a nice touch.

[@GodelFishbreath]

Lol, wonderful

[@creuvette29]

Sorry to look dumb but english isn't my language, are you joking about the holy night ?

[@pathoyer5402]

I actually had something like this happen to me before everything was on the internet, smart phones, and computers were everywhere. Left early Saturday morning to drive from Washington DC to Atlanta to close out an apartment. I was returning back to DC and got north of Charlotte, but when I stopped to get a room, there were no rooms available (anywhere) due to a NASCAR race. I used the reservation phone at a Holiday Inn and asked what was the next Holiday Inn that had rooms available that night heading north on I-77 or i-81. They said the Galax, VA had a room available and made a reservation. It was 12:30 am (after 18 hours driving) when I got there and I was told they were booked full due to the race and my reservation was for the following night. I explained my situation, that I had made the reservation for that night, and it was dangerous for me to drive anymore. The front agent clerk looked, found one person had not checked in yet and gave me that room. He would walk that person to another hotel if they showed up.

[@queenbey6678]

Luckily there are so many Holiday Inn Expresses along I-81 these days there's no fear of them all being sold out at once anymore. They're on almost every exit..

[@rosemary288]

Oh my heavens, I had something like this happened to me too. It was some huge sport event in Georgia that literally tie up every hotel and motel for hundreds of miles. On the way up to a family funeral in Jonestown, Ga. I did find room, stopping early. But there was a line, and even after checking in, I was still kept waiting as they literally cleaning rooms for the unexpected guests. I was patient, and very thankful. Going home instead of driving on the west side of my normal route I decided to come down through the Tennessee mountains, and stop to find a room at the border to South Carolina. Only there were no rooms at every place, I stopped at. Finally I which soon not be able to drive anymore. So in desperation, I called a friend to pray for me, that I would find a safe solution quickly. The next hotel I stopped at brought me very close to I 95. But I was still on a South Carolina road and I got out and asked if there was a room and was told no, no rooms because of the big event. Incredulously, I asked how far would I have to drive to find a room and they said literally it would be at least another hundred miles 200 miles into Georgia. No way I was gonna be able to do that, as I was already driving beyond my abilities to drive safely. I asked if I could use the restrooms and was told yes and when I came out I further explained my problem. At the time I was 62 years old (I’m 70 now) and disabled, using a walker and driving a rental coming home from my brother’s funeral. I was just giving them information trying to find a safe solution. I asked them if they knew of any hotel in the little towns around their hotel. I was calm, as it was not their problem, but I needed a safe solution. I asked if I could nap for an hour or two in the parking lot, and they said that was definitely against their regulations. Asked where the nearest police station or sheriff’s department or highway patrol. Even a hospital. I knew it wasn’t their problem, but I needed a safe solution. And Prayer worked, as the manager and the desk clerk came back to me, and said that there was one room that they have not rented out, but if I didn’t mind waiting for them to clean it and make it suitable for the night, they themselves would do it. Rather one of them would do it, the other had to stay on duty. Phew, what a relief. Their kindness was phenomenal as they understood my situation. I never thought about asking for a conference room or the gym. I wouldn’t have had that boldness. It was not their problem, but as an answer to prayer, their kindness was my solution. I literally only brought in my CPAP and the next day’s clothes, my nightgown and toothbrush. Almost asleep before I turned on my CPAP. That kindness has stayed in my heart, and though it wasn’t the manager who cleaned, I think it was her assistant, but it wasn’t their normal job, yet they did it for me. And this happened before I met Jessica as a Disney princess through her blogging here on KZbin. And before I followed Jessica from her Disney experiences to her hotel experiences, and what nonsense these ladies and some men have to go through. They weren’t there in the morning when I left, understandably. But I left a larger than normal tip for them at the desk, although it wasn’t as rich as some people tip, it was larger for me, with a note thanking them. I hope that little tidbit certainly made their day. I also left a smaller normal tip in the room for whoever would be cleaning the room that day. This is long, But in ending, I just want to note that America celebrated Thanksgiving this weekend. So I’m thanking the Lord for all those wonderful, hard-working people who sometimes pull magic out of their kindness. Thanks Jess! Your Skits always hit the spot!😅

[@ingriddoerksen9518]

​@@rosemary288I'm glad you found that motel and were safe. I can imagine how stressful it must have been, especially considering the reason for your trip.

[@justmutantjed]

The part where I nearly fell out of my chair is when the words "gave him a _master key"_ were uttered. Like, I couldn't IMAGINE. Any of my former employers would've fired me, _out of a cannon,_ *_INTO THE GOSH DANG SUN._*

[@Kelaiah01]

But wait, if the guest had a reservation, then wouldn't that mean that they DO have information on who this guy is? Surely there would have been a name to go along with the reservation? Of course, I don't know that for 100% certain, as I've never made a hotel reservation (my mom is the traveler in the family; she's the one who makes the arrangements; I just go sometimes to keep her company). However, when it was revealed that the clerk gave the guest a Master Key, I literally GASPED at such a reckless act. I mean... NO. Just... NO. Sigh... that girl was really, REALLY lucky she wasn't fired over it.

[@tobyk.4911]

The reservation just means that they have a name of a person that supposedly wants to stay at the hotel - but they have no idea whether that's the same person that has been there. She would have needed to check his ID in order to verify that his identity matches the information in the reservation.

[@xxkittyxxkatxx-ts8zs]

Information on the reservation and maybe a name yes but people don't always book under their actual name and just because you say you have x reservation doesn't mean you're actually that person if they don't get the id since they were just checking the reservation since the dates were wrong. So since he didn't actually fully check in an id wasn't taken.

[@staciecarrel4492]

She didn’t get verification of his info, so she may not remember which of the 100 or so people booked on 8/7 he was. Also like the others said, just because he was booked under one name doesn’t mean that’s his name. Someone else could have made the reservation for him.

[@elizabethrush2102]

A while ago Western Washington had a giant ice storm beyond anything we had before. My husband did his normal drive home, but I5 was a sheet of ice. What normally took 3 hours in heavy traffic, took literally all night. He got home at 6 am. Hotels from Seattle out were sheltering people in the lobbies and any place they could. People could not travel home from work and would freeze in their cars.

[@AniJunkerZ]

I can see my manager's face with that "please" he tells me all the stories over the years where he just wishes they called xD.

[@brentkillian]

This happened to me as night auditor no rooms anywhere. However a few things different. His reservation was for the next night. I got his information and instead of the gym I put him in a meeting room. Also my boss wasn't mad. By the time It was daytime someone checked out I gave him their room. And had it cleaned

[@siaorihara]

Tbh other then the ID and MASTER KEY, she handled it well 😅 and it seems the guest wasn’t a snarky person and was grateful for her efforts and accepted sleeping in the gym 😂 if this happened to me I’d die laughing 😂

[@AmaniJK27]

That's the most random situation ever 🤣

[@1anastudent]

I love how the management says to call them. Trust me the tune changes when they get the call. Auditors get no respect

[@Stephanieann5643]

Facts. I texted my manager at 11pm one night and was told that is too late to be texting and its hard for her to get back to sleep. But they have NO problem texting you in the middle of the day.

[@1anastudent]

@@Stephanieann5643 How about when they expect the auditor to show up for the 2PM meeting when you work at 10PM. If you recommend a 2AM meeting they'd say it's ridiculous

[@queenbey6678]

Make the call anyways just to cyoa. Deal with the fall out later.

[@callagainphotography128]

As a Deputy Manager of a hotel all my team have my number and very rarely do I refuse a call especially from my night team!! They are often the ones that need the most support and guidance!

[@1anastudent]

@@callagainphotography128 Deputy Manager sounds like a low level manager. If you help, great. Trust me, you are the exception not the rule. I was in the industry for 2 decades. Night audit gets no support, most of the time

[@95truedon]

At least she wasn't fired! Love the manager's professionalism, it's so refreshing to see 😊

[@anastasiagirl1342]

My boss would have lost her absolute sh*t if this happened. Especially if nobody called 😅 She used to say, she’d rather get a call from us than the cops.

[@1anastudent]

When I was a night auditor, I was treated like I did nothing. I was given 20 check ins with 3 rooms left. I just had to deal with it

[@fromtherussianpointofview]

This! I was transferred to the night auditor duty just a month after getting the job because everyone else quit. There was not a single higher up during night hour so I was left to deal with any madness that would occur within these 12 hours. I quit but not soon enough

[@fromtherussianpointofview]

@@Ambrrr. Well, in my case, the problem was that the hotel not only underpaid us but that the night shift was horribly understaffed. Not only did I have to work as a night auditor/front office agent (which in perfect world are 2 complete different jobs) but my responsibilities were booking, laundry, concierge, bellboy services and literally anything else outside from maybe cleaning and restaurant services. Worst of, we were a 5 star hotel where people expected high quality.

[@fromtherussianpointofview]

@@Ambrrr. I hope you quit that job! Hotels really need to readjust their payment policy if they want to stop the insane rotation of the staff. Especially considering that fo agents usually don't get tips.

[@fromtherussianpointofview]

@@Ambrrr. Nice to hear that ‎😊 I am definitely doing a lot better. Will never let any employer treat me like that

[@kathybageant1000]

Y'all make me feel very blessed as a NA. Yes, I have late night arrivals. Yes, I set up for breakfast BUT I also make over $17 per hour.

[@lovisaYXx]

This actually happened to my dad when he was on a business trip he had to sleep on a camp bed though. The worst part was the gym had glass walls on two sides of it so it was completely see through . 🤣🤣😆😆

[@TheScandoman]

I imagine the 'gym', like pools, would have hours posted that would probably close by midnight... But, Master key is a BIG problem!...Someone dodged a bullet on that one!

[@Flanneryschickens]

Most hotels I have stayed at have had 24-hr access gyms (though not pool, usually pool was closed by 10 or midnight)

[@TheScandoman]

@@Flanneryschickens ...ok, well, it's a mixed bag...I would assume any desk agent would know...so, if manager said it was a potential problem, that's the deal...

[@theelephantpig3662]

OMG I gotta know if this is based on a true story! I’m surprised she didn’t get fired tbh

[@Jay_555_Maroon]

She said in the description that this encounter was actually sent in by a fan! So I would assume that it was based on true events! 🫣

[@queenbey6678]

She should have been fired. What she did was a huge liability.

[@NataliaAllenova]

Nowadays, many hotels have electronic keys. Any electronic key can be erased/canceled in the hotel system, so it is not a big issue if a master key is lost.

[@charley59937]

It's a liability. I heard the way too much in the hotel business..That is catastrophising. Night auditors make mistakes because they are alone. The M-Fri 9to5ers would never wsuch hours. How worthy stay awake during their meetings with each other?

[@RhyperiorRanger]

You could tell the manager was on the verge of a breakdown breakdown

[@fiathla]

But also she is very kind and gentle: in a simila case I would jave expected a lot of yelling...

[@LightingtheDraghog]

Ah the JoJo reference

[@RhyperiorRanger]

@@LightingtheDraghog that was an accident but part 4 is my favorite part so screw it. SHINING JUSTICE!

[@VanNessy97]

​@@RhyperiorRanger Let the joy of love give you answers!

[@alexandraphelps4020]

It came from a good and genuine place but yeah so many safety concerns

[@ellisynstratman1289]

now we need to see u act out the actual situation when he came in lol

[@amandawalski4407]

Awwww, I probably would have done the same thing! It would really bother me to put anyone out on the street! Was the guy driving a car? He could have stayed I'm the car maybe. I hope she didn't lose her job over this. I'm sure she knows better now!

[@tobyk.4911]

yes, give the guy some warm place to sleep (maybe at least on a sofa in the lobby, or so, if nothing else is available) - but better not without checking his identity, and especially not give out a master key. That are at least two elements of this story that are not fully explained by being compassionate.

[@acesinger6092]

Her heart was in the right place. Honestly I’m stupid, I probably would have thought of something similar if I was in her shoes. But realistically I’d just tell him the hotel was booked out And if he got mad…I’d panic

[@linus1703]

You're comic acting is so good in this. Those facial expressions you make with each line as the manager makes me crack up

[@jpbaley2016]

I made reservations at a Hilton as I was going to be doing work at a nearby firm for the next couple days. I had a long day at work and didn’t get to the hotel until 8pm. They told me because 2 bus loads of travelers showed up, they didn’t have a standard room for me. Instead they put a rollaway in a small conference room, which didn’t have a couch or a desk or nightstands with lighting, though it did have a bathroom. It also didn’t have blackout curtains and it overlooked the busy highway. I was angry and told them it was unacceptable so they booked me into a motel about a half mile away. It was a shack-up place with a 2 person shower and a jacuzzi in the middle of the room. The bed was a subpar foam mattress on a platform. I used the jacuzzi but the bed was horrible and I didn’t sleep a wink. Hilton acted like they had done me a favor by paying for this room, when of course my company would have been paying for my stay not me. I went back to the Hilton the next night because I really didn’t have a choice but even though I stayed in the area multiple more times over 2 years I never stayed with them again. And to this day I avoid Hiltons.

[@davidnevolo4402]

I stumbled upon your channel last night and i am HOOOKED i cannot believe how entertaining this all is

[@stephensheridan1279]

Must have been the Doctor! I guess the TARDIS neglected to inform him that us Americans use the OTHER date format with the Month PRECEDING the day versus the British way of doing the opposite..! 🤷‍♂️😉💙💙🔷

[@rad7965]

The biggest problem with this story is that it sounds too true. I can believe that it may have actually happened somewhere.

[@aninaholbek]

I was once training a new night auditor, and I suspect he might have done this. He was ready to promise everyone everything just to be popular and avoid problems. I told him straight out night audit is not for him. I mean. A guest was screaming at me for some ridiculous reason, trainee was so shocked he was hiding in the back office lol

[@nibbles2734]

I hope this wasn't a real story. Giving the master key was *so* dangerous. She could have gotten people robbed, assaulted, even murdered. I typically don't think that people should be fired, especially when it can be explained by a lack of training but you can't train common sense. Common sense says giving a random man the key to every other guest room is wildly inappropriate and dangerous. She's too thoughtless to work where she has responsibility for people's safety.

[@tunisiancrochetchannel]

Wow! I'm a night auditor. Sometimes people do get their reservations wrong. Sometimes they show up when we have no vacancies. I don't let them stay. That can cause other issues. So, unfortunately, no matter how upset they are about it, they have to leave the premises. I've never had anyone insist they stay though. I would call the police if they refused to leave. We lock our doors overnight for good reason. Safety is key.

[@peterkottke2570]

Out of curiosity what is your policy if they made a reservation on the correct date but the hotel accidentally put them in their system on the wrong date or for some other reason gave away their room?

[@tunisiancrochetchannel]

@@peterkottke2570 That has never happened where I work. We do have a policy that if there is an issue on our end that causes someone not to have a room (like a maintenance issue or something and we're full), we're required to pay for their stay at another hotel. Luckily, we haven't had to do that for a few years. But that option is there is we ever need it. Unfortunately, plenty of hotels do have questionable practices. Some will cancel your reservation if you don't show up by a certain time in the evening. Some just have poorly trained front desk staff making mistakes that affect the guest negatively. Some overbook on purpose, then cancel the overbooked reservations without notice. I hear a lot of horror travel stories like that. We don't allow overbooking. We actually get calls looking for rooms fairly regularly from another hotel up the road that allows overbooking when their overbooked guests show up. I would be beyond pissed if that happened to me.

[@GinaRose-bu7eq]

I am your biggest fan!😊 You helped me advance in my hotel career❤😊

[@littlee4620]

This was one of the reasons why I hated being a night auditor. I’m basically left to my own devices and when a strange situation comes about, I’m never sure if I’m making the right decision. So much easier working the breakfast.

[@RB19slefttire]

🇵🇸

[@chilll2013]

Free Palestine 🇵🇸🇵🇸🇵🇸

[@JustJayMAD]

Just found your channel through recommended videos, and as a hotel receptionist I have to say I love your videos!

[@MysticMonkey1008]

As a manager, I felt that "please call me"

[@Idontwant1]

I know her heart was in the right place. But dang I would have a hard time looking past it. Did she get the master key back at least??? From a management perspective. Do you fire her for compromising guest safety and security and theft. And have to give coverage because you fired her. Or do you look the other way because it ended without incident and you informed her that she absolutely needs to call you the next time some crazy situation arises. I don’t know I think I wouldn’t fire her either. But I do think I would let her know next time she takes matters into her own hands she may get written up or fired if it’s serious enough.

[@SarahB1863]

I would have let her go and told her that at her next job, think with her head, not her heart. The guy made the mistake, and it wasn't like he was homeless or something. She didn't take any personal information so if he had broken into peoples' rooms and robbed them or hurt them, the hotel chain would have been liable. "I thought what I was doing was OK" doesn't hold up in court. She's VERY lucky her actions didn't lead to serious consequences.

[@thegreatjedi309]

I've come to realise that when bosses empathise with you, they're a lot more willing to overlook big fuck-ups and let you off with just a warning - maybe even a verbal unofficial one - if it didn't incur financial and especially reputational cost. That's the reason why the GM here is relieved that nothing bad actually happened involving the paying customers. It would be a different story if an incident actually occurred and led to a report or complaint. The other major issue would be the master key. As the GM highlighted, it's a major security violation. The outcome hinges upon whether the guy had kept or returned the key. If he returned it, then the GM is still able to let the night auditor off. If he didn't, there's no point recovering it (he could've made a copy by now), they'll just have to assume the hotel's compromised. A master keycard can be replaced easily, but it'll involve updating the security database. A physical "skeleton" key however will require every single lock in the hotel to be replaced. Either way, a digital or financial trail would be left behind. In such situations, the emphathetic GM would've no choice but to impose a heavy punishment on the night auditor, before top management catch wind and do something more drastic like sue or call the cops.

[@Idontwant1]

@@SarahB1863 That was my personal first thought. But I also know that if I fired her I would be the one probably taking her a big chunk of her hours if not all of them. And I would be the one working all the 16 hour shifts. And that really sucks. And it eventually gets me tired and pissy. That’s actually the ONLY reason I wouldn’t have fired her on the spot. In my property right now I have 1 clerk who works 3 days and 2 evenings and she is also trained on audit. And a second clerk who works 5 evenings. And 2 auditors who split the overnight shifts over the week. One working 3 days and the other working 4. Then the next week the one who worked the 3 days works the 4 days and the other one works 3 days. I’m already dealing with a skeleton crew. So I would have to be taking applications for the shift. Then just wait for her to screw up again and fire her then.

[@Idontwant1]

@@thegreatjedi309 Right before I came to my current Hotel. The previous GM and a desk clerk were both fired for similar reasons. The franchise owner heard through a different desk clerk that the desk clerk had been busted twice for giving a down room to a curtain person. The person had been given the room and had evidently told to make sure he was out by 9 when the laundry lady got there and started stripping dirty vacant rooms. She was at the room next to the down room and the guy came walking out of the room. She quickly looked at her list to see if it had been put back in circulation. And it hadn’t. She went into the room to look around. He had a several takeout meal containers and bags from fast food joints. The GM didn’t fire the desk clerk but she had gave her a few verbal warnings. And when the clerk told the owner he sent someone in with a sob story to try and get a free room. And it was given. The plant immediately called the owner and told him. The owner was in the area so he called the GM and told him to meet him in the office. And he fired them both. And a month later I took over.

[@DragonCTR]

I do have multiple hotel stories for you, if you like. All of them juicy and stressful. One was where I as a security officer had to deal with an entitled father who thought he owned me, because his son was in a sports team and they have special privileges at the hotel. There's a story about evangelical person, who tried preaching to us. Only did she find out I'm a Mormon and the night auditor is a gay Muslim, did she went insane and tried to damn us to Hell. There's a story about a ghost appearing in a random room at night. There's a story about a woman who occasionally stayed at our hotel room, bringing with her a lot of cats. She was practically homeless, and trying to find her way to Kentucky. Unfortunately, she caused a scene with staff and we had to kick her out. There was a night where two men tried cooking fish on a lit stove. Unfortunately, they were too drunk and passed, and set off the fire alarm. One night, I had to deal with an entitled Karen manager, who thought she owned me. There are many others. So, if you like me to share one, please do let me know. I often tried to send these stories, but no one is interested in them.

[@dumahm9043]

Cat lady 😢 please tell me the non of the cats got hurt and she also got helped 🥺🥺🥺

[@dumahm9043]

*that non of

[@DragonCTR]

@dumahm9043 I hoped so. They all were living with her inside a red van, and she would hop around to different hotels, trying to get enough money to move to Kentucky. (I forgot the reason)

[@SaveSoilSaveSoil]

I have slept in what seemed like a facility/storage room of a hotel, too. Bad planning, late hours, nothing available in town. I was so very grateful. The hotel staff were angels.

[@fromtherussianpointofview]

Why didn't she contact the security right after the guest arrived? When I was a night auditor, I would always report problematic guests to the security so they would keep an eye on them

[@Stephanieann5643]

Some hotels don't have security. A lot of the time its just the one person at the hotel overnight.

[@fromtherussianpointofview]

@@Stephanieann5643 True but it seems that the hotel Jessica portrays in her skits is big enough to have a security guard.

[@toddkes5890]

@@fromtherussianpointofview Security would cut into the shareholders' profits

[@neeren777]

@@fromtherussianpointofviewthis story was sent by a follower

[@xxkittyxxkatxx-ts8zs]

Because nothing says he was problematic, he just got the dates switched on his reservation instead of September 8th he turned up on August 9th.

[@ultrainstinct6496]

Refund if prepaid, that room would've easily sold if he came a month early. Theres bound to be 1 bed/room available somewhere. If NA has already rolled the system, help the person out or let him use the wifi for an hour to figure it out. Main thing for an auditor is to change the business day, everything can wait if shit hits the fan, at least thats what my Front Office Manager told me 😅

[@paulraymond8398]

She went above and beyond

[@anniec3210]

Kudos to the GM for her patience.

[@Mark-rw3kw]

The reason for that "patience" is that it is very hard to find a suitable Night Auditor willing to work the graveyard shift (11pm - 7am). For all practical purposes, the Night Auditor is the manager on duty, unless it is a very large hotel or a place like Vegas.

[@lamquan4970]

I love how the manager hesitated to tell her employee that she could call her, but ultimately decided that waking up at midnight is better than waking up in the morning with potential consequences.

[@StorytellingHeadshots]

Jessica, I loved your Quitting Disney “story time” that you told in the first person. And I miss that format. After your quitting Disney story, I subscribed to hear more, but it’s mostly stories told as skits. I think this story and many of the other skits would be a lot more interesting ( at least to me) if they were told in a story format in first person(instead of the skit) I think that they make really good stories- but not as good in the skit format (lose my attention ) Just a request for more storytelling- you are great at it. 🌟 And maybe fewer skits. I hope this is a helpful data point! Cheering you on!!! ❤🎉

[@crimedoc1]

Love all your skits so much! Silly question, though. How was it freezing out if it was the middle of summer?

[@Pendragon1400]

The final please just sent me 😂

[@drakewauters2109]

Good acting, especially the sweet girl with the Norse hair style.

[@ashleymarie7452]

In the early 1980's, I was in the USAF and got orders to Greece. I made arrangements to ship my car out of the military base/port at New Orleans. My car developed an electrical problem that had to be fixed before it could be accepted at the port, and it was going to take three days to get it fixed in New Orleans. I didn't want to spend money on a motel, and the base did not have any rooms available at the transient quarters. Being a USAF cop E-7, I went to the Navy Shore Patrol HQ and they let me sleep in their brig for three nights!

[@SKyrim190]

Oh, I thought it was going kind of all right until the master key part..that is a real issue 😢

[@claraslocombe]

I love your videos

[@wendydomino]

I wish I had managers this polite when I made mistakes at my job.

[@HandmadeDawling]

These videos would be great training videos. They are so true!! I worked in a boutique hotel for almost 4 years and if I didn’t move out of state because of marriage I would still be there. It was the best job!! I worked alone most of the time with access to my manager through text anytime.

[@ColinWatters]

I got to sleep in a staff room of a hotel once. Long story but there were no rooms in any hotels for 30 miles, I was exhausted and very grateful.

[@AndrewOeste]

So did the master key get returned?

[@andreaarchambeau9499]

She should never encounter a situation like this again because that lapse in good judgment would cost her her future at this property. In her next position she will know better.

[@sengarnikhil]

Since when managers in any organisation becomes this calm and collective and not firing

[@Mark-rw3kw]

Because if the Front Office Manager fires the Night Auditor, the manager may end up having to work the graveyard shift until they can find someone else (which is not easy to find).

[@Tiewaz]

I would hazard a guess that because the new night auditor did the boo-boo, the manager will be more than happy for those wee hour phone calls to prevent another "occurence." Becaause if the new night auditor had not and called, she probably would have been chewed out so hard she'd have quit if not been threatened with being fired.

[@wherethefugarwe]

I've had a kind Graveyard shift worker let me hang in the breakfast room for a couple hours in the middle of the night before when I've been on my motorcycle. I just lay on the floor in my full suit, helmet still on. Tell them to wake me up when they come in to start setting up for the morning and I'll be gone. They usually give me coffee. Night desk people are my favorite hotel workers.

[@hel117]

the idea of someone giving a random not-even-really-a-patron a master key for any length of time and not getting fired or at least like written up is crazy

[@Poets04]

I was onboard with her course of action, minus the lack of ID/papertrail, until the master key SNAFU came up. New night auditor position just opened up I suppose lol...

[@carolinemorgan94]

I think my favorite part is when she thinks her to wake her up the next time this happened😂😂😂

[@thegracklepeck]

Oh gosh. I understand the caring and not wanting to kick someone out in the cold but the master key bit had me VERY concerned.

[@thegreatjedi309]

I'm curious, what's a night auditor? The auditors I know are people who do inspections to ensure companies meet compliance standards for financial, security etc. regulations and standards.

[@ultrainstinct6496]

Basically work overnight to balance the books and change the hotel system to the next day

[@thegreatjedi309]

​@@ultrainstinct6496so why is she involved in this work? Is she also manning the check in and reception counters too?

[@eco2geek.]

@@thegreatjedi309 Copy and paste this phrase into google: "what does a night auditor do in a hotel"

[@Mark-rw3kw]

At one time before computers were used to manage the hotel, Night Auditor was a much bigger job, as room and tax had to be posted manually on each folio using a especial NCR hotel electro-mechanical cash register, and there was audit procedure to make sure all the other charges were posted correctly (restaurant, etc) and that no pick-up errors were made on the folio (a pickup error is when the wrong previous balance is entered into the cash register before posting a charge on a customer folio). But there is still some work in getting the computer to post room and tax, and balancing all the accounts in the computer, totaling up cash receipts from the restaurants, etc. Also some reports have to be compiled for management. But at many hotels, the Night Auditor is effectively the On Duty manager, so a bunch of other stuff comes up as well, and there are always people still checking in late after 11 pm and checking out before 7 am. But the title of Night Auditor goes back to the old days pre-computers.

[@eco2geek.]

(Well, my original reply which essentially said "Google it" disappeared but I'm still getting notifications, so...) I stayed at a motel on the coast where a friend of mine worked, and, since I'm a night owl, I stayed up and visited with the night auditor and other night staff. They mainly sat in the lobby and played cards, because there was so little to do. They were there to accommodate any customers who came in, in the middle of the night, and also do something with the computers (although I don't remember exactly what).

[@imalwaystiredbutneverofyou1851]

I mean ofc there gotta be some basic sense but I gotta relate to her when they don't give enough training or ur just encountering this situation for the first time 😂❤

[@ronan1me]

Is it me or the way the manager reacted seemed So... how do i put it, unrealisticly calm and polite. I wish all manager would carry themselves like that

[@Mark-rw3kw]

That's because if the Front Office Manager fires or yells at the Night Auditor, then the manager may end up working the graveyard shift until they can find someone else (which is not easy).

[@earthrocker48]

One time our hotel put the reservation under the wrong name. It was supposed to be dads first and last name. He had a print out with the reservation info that said first and last name. The reservation was changed to first name first name. And the staff member admitted he was new and messong around on tbe computer to practice and accidently changed all the last names to all the first names. This was 2004. Manager had to fix it and we got a free upgrade.

[@MehWhatever99]

The only real problem I have with her solution, is that she gave him a master key. If it’s been established that he had a reservation (for the wrong date), his information should be in the system.

[@BrokebackBob]

She's FIRED!

[@Mark-rw3kw]

You don't just fire a Night Auditor who is working the graveyard shift. Those people are hard to come by unless you want someone with a criminal record or something.

[@yolandanick314]

😮 😂😂😂 part 2?

[@dresib]

I had something similar happen at my hostel, although in this case security wasn't an issue. A group of eight showed up on a night where we were fully booked. Sadly, the guy who booked it accidentally had only booked one bed in an eight bed dorm rather than a whole eight bed dorm. Everywhere else was full so I put out the few extra mattresses we had and allowed some to sleep on couches in our functions hall for seven of the group.

[@Silvercrypto-xk4zy]

Unfortunately since it was a master, depending on if they are physical locks the entire hotel would need to be re keyed as you can’t guarantee a copy wasn’t made. Even if it’s digital the system would need reprogrammed to make sure any key made wouldn’t work either. That was a lot bigger security risk than the employee realized or that even the manager let on, assuming this is real. Hopefully it’s not but I could theoretically see it happening

[@melgewis]

Hahaha something similar happened to me. But as there where no room in the hotel or in other of the chain or other in the nearby (there was a 3 days music festival in the city) I let them (2 pax) rest in the lobby sofas, not a bed but not the street 😅. And kept the luggage in the luggage room

[@cdmcintyre1854]

Hotel work is not easy, my wife and sister-in-law both worked at a motel in Athens OH. Between the few rude guests and the managers expecting extra work for no overtime both quit. We moved up into central Ohio shortly after she quit. She worked at another motel in this area for a few months and after a dispute with the manager over not receiving a promised pay raise after her training time, (which she really didn’t need training because of past experience) I told her to quit we would find a way to keep up with the bills, shortly after she quit I got a better job and we were fine.

[@vbcsalinasapologetics1242]

2:20 is killing me. I am dead right now. ... We had a group of 5 hotels that we operated as if it were one hotel: 5 different owners/ownership groups; one GM, Director of Operations, sales team, reservations team, maintenance team, but (5) AGMs and (5) sets of staff. I'm at the newest of the 5 and I see that a guest was given a Lights-out key* because his room key didn't work. That's an acceptable solution, barely, but we discourage it. So I gently explain to the front desk clerk on duty that we should instead make a duplicate room key, or send maintenance to find out why the key's not working, instead of using Lights-out* keys. As I review the policy with him, he says, "Oh, so if the duplicate key doesn't work, do I give him a master key?" "Nooooooooooooo. We never, ever, ever give a master key to anyone who doesn't work for us!" "Oh, because Mr. Owner said that we can do that..." "I'm sure you misunderstood him..." "No, Mr. Owner said we should just give them a master key." Okay, so now I have to explain this to the GM so he can have a chat with Mr. Owner... And I have to explain to the clerk that Mr. Owner doesn't set hotel policy, even though it's his hotel... ___________________ *Lights-out key ... my name for them. The manufacturer calls them "Failsafe" keys and they work for a set period (usually 2-3 days after first use) rather than expiring at a certain date and time. They're intended for when the hotel loses power or the key system is down, and keys can't be made at front desk. There are usually three pre-made sets, to allow three check-ins/check-outs per room after lights go out. ... The problem is that some staff hear "Failsafe" and think that they're magic keys that fix everything, hence my name, "Light-out" keys...

[@NighDarke]

Actually they're going to have to change all the locks because if he has a master key and he took off and they don't know who he is I seriously doubt he left the key behind (that wasn't specified sooooo), so he's now got a master key to that hotel. As the manager she would be fired because I'm gonna have to be spending God knows how many hundreds or thousands of dollars changing every lock that key went to.

[@eco2geek.]

Maybe, maybe not. Hotel keys these days, just like the key I used to get into work in my last 2 jobs, are electronic these days, not physical. Thus, changing them is much easier than having a locksmith come out.

[@DPaul-lt8iu]

"It’s freezing outside" In July? In Florida? 😂

[@victoriapride7575]

My mom told me a story that her great aunt told her of what she did back in the 1940's where she and a friend slept in the lounge pre-room of the lobby's bathroom at the Waldorf Astoria. They had a train in the morning but no where to sleep so they walked in to the hotel and snuck into the lady's bathroom where there was a room full of chaise lounge chairs and vanity mirrors and slept there for the night! 😅

[@04279]

This is a professional handling with the staff done by the manager. I hope such situation don't come in often.

[@Ekolop]

The most respectful manager in life when a mistake like that is made.

[@leelee7731]

Woe wow

[@wizzzard999]

Tbf, apart from the id and key things, she did think it through. Tho I'd have chosen a less public area, mby a conference room? 😂

[@damegataco]

I'm surprised she even gets another chance to deal with another situation like that if it occurs 😂

[@smolpotato7969]

That is someone who's brain gets replaced with their heart. All she thought about was the man's saftey and well being, and probably didn't think about any legal stuff in the moment. That girl has an amazing heart, but she probably relies on it too much😂

[@suzannemullins1114]

Actually, I think she deserves a medal for not putting him out n the street, in the cold without a place to sleep. This person was HOMELESS!! Geesh!

[@angelb3252]

I remember when I was a night auditor having to walk people to other hotels even if they had to drive to get there. It was the only choice.

[@callabeth258]

I could see her reasoning… until we discovered he got a master key! Bad bad idea honey!

[@ghastlyrng2551]

It’s really bad that I could picture one of my team doing this exact scenario.

[@Hannah-gx4vq]

As someone who grew up in a hotel, I'd be lying if I said there wasn't times we took pity on someone and let them sleep on a floor or sofa somewhere. It's not a good idea, but sometimes you just can't turn someone out into the cold, when you know they are gonna end up without even a shelter.

[@sophiecortes7854]

Oh hell naaaah I would be scare jumping every room I walked in to make sure it is empty, and would no feel safe knowing there is some random with a master key that likes to pull a freaking Casper and vanish. Can feel the anxiety skyrocketing just thinking about it

[@earthrocker48]

For the managers sake you have to call them.

[@DragonCTR]

Tldr: This is a tale about party-goers at hotels at night. As a security officer, i have to tell you what happened a lot at hotels. So, the hotels would get a lot of local guests. These guests range from wanting to get away from their home to having a full blown parties at night. What they do is, they attempt to rent a room or two, aiming to get them close by each other. Sometimes they attempt to rent an entire floor. They are told at check in that they can have a party, but they must be respectful to guests at night who are trying to sleep. The guests would agree and claim they would keep it down. They do this because, it's convenient to them, since they don’t have to clean up after themselves. Little do they know, they get charged extra for the extra work our custodians had to do. They do try to fight it, but we do warn them about the extra fee. We also inform them they can bring a certain amount of visitors. Usually no more than five. Rarely is this broken, but if it was, everyone gets kicked out. That goes with if things go crazy, they're evicted. It doesn't matter. The usual time people get to sleep is at 10. These party-goers forego all warnings, and have loud parties anyways, as long as they can get. My job as security is that I patrol the hallways every hour. Sometimes, they're respectful, most of the times they're not. When the music is loud enough to be heard three doors down, I have to be the one to tell them they have to keep it down. I then give them a warning of our three strikes or if a guest complains. The first strike is letting them know they are too loud and that they must keep it down. They claim they didn't know it was that loud and promise to keep it down. I then told them if i knock on their door a second time, I have to tell them it's time to shut the party down and go to bed. Then they try to make me the bad guy for "canceling" a kid's birthday party. I told them it's the hotel rule. I then tell them if I knock on the third time, it will be with the police. Usually by then, they either shut down or leave the hotel. Rarely, they persist. I do tell the night auditor and inquire on what they want to do. Usually, as security there, whenever it comes to kicking someone out, it's the night auditor's decision. Most of the time they say, we wait for a complaint. The complaints never come and if they did, we then get the privilege of bringing the police to kick them out. You would think this happens weekends. Nope, Wednesdays, Thursdays, and maybe Fridays. Why? Because it's cheaper on those days, I presume. I don't know. I also don’t know why they do this at all. Like sure, you don't have to clean up afterwards, but you spent a whole lot of money for one night.

[@MsKirti2010]

This is the reason why their is a hierarchy in big hotels There is a night manager, security team has to take rounds every few hrs