We had a departed guest write us an internal and Tripadvisor review trashing our housekeeping team, which is 1) infuriating and 2) unjustified for the following reasons:
We let the lady check in at noon a few hours before normal check in because she totally lucked out and we had a room ready that day (almost never happens in the summer). According to both reviews, the family in that time manages to use all the towels, fill all the trash cans, and mess up both the beds in the very short time they were in the room BEFORE heading towards one of the local amusement parks for the day.
As they were a one night stay, they were neither on housekeeping’s cleaning report NOR did the family stop by the desk and request unscheduled service for their room before heading out, but somehow it’s HOUSEKEEPING’S fault for not being psychic and realizing these people would need service after being in the room for an hour. (I can’t attest to other hotels, but if you have just checked in, we are not in the habit of being immediately in your hair asking if you want anything done for your room here, mainly because most people would find this annoying as all get out and that it would take a lot of time away from housekeeping cleaning stay over or checked out room.)
The long and the short of it was the poor, poor reviewer had to request extra towels from the front desk at 10:00PM when returning to the hotel, and this evidently RUINED their entire trip. The horror. How awful for her that this is the biggest problem she has in her life.
Extra fun bit? I checked this #$%^& out the morning she left and she said NOTHING to me at the time when I could have done something about it or explained the situation to her. Nope, had to wait until she got home to say our housekeeping needs to “learn to do their jobs” when, newsflash, they DID do their jobs you absolute fuckwit.
Some people’s children, I swear to God…