If your name is not on the reservation, I am not obligated to give you any information.
Terrifying story time. It’s long, but it starts with a drunk and ends with seven police cars and medieval weapons.
About a year ago, I was doing paperwork for audit when a guest came down wanting to talk…or attempt to, at least. She was completely wasted, and she brought down a drink with her. Which happened to be in her toddler’s sippy cup. So, you know, classy. She told me her life story, and being polite, I listened while trying to do my work. How she’s got three kids and she brought them here for a weekend birthday party thing,she’s divorced from a crazy asshole who lives in Iowa, how she got her law degree against all odds, etc. Followed me around even while I was setting up breakfast. Overall nice, but annoying.
The next night I come in, and my coworker mentions that Rm. 136 requested no calls be transferred to the room. Drunky McDrinksalot happened to be in that room, so I told him about the previous night. We laughed about it, he left, I started my shift.
Around 1:15 in the morning, two guys come in, wanting a key to 136, giving the last name on the res. Both looked like they were on something. As I was pulling up the res., he started mumbling about “the fucking bitch” and “my kids, too.” I have an internal freakout, because this guy was the crazy ex-husband who was supposed to be in Iowa. So I lied and said I couldn’t find the name in our system. He gets pissed and whips out his phone, showing me pictures of some kids in our swimming pool his mother sent him. “That’s your fucking pool, and those are my fucking kids so I know they’re here.”
“I apologize, but I cannot find her name in here. She might be under a different name."
His response was to slap down a wad of cash and demand a room.Thank the gods we don’t accept cash. He snatched up his money and stormed out yelling about how much a raging bitch I was. The guy with him just shrugged his shoulders at me and followed.
Fifteen minutes later I get a call from an outside number, wanting to be transferred to 136. Same guy, trying to pretend he was someone else. I reiterated I culdn’t find the name in our system, and he explodes. Says he sees her car out in the parking lot, and he’s just going to wait there until the morning. So I call 136 to let her know what’s going on, and to ask what she would like me to do. She requests I call mall security (the hotel’s withing a shopping center, middle of nowhere). I call security to tell them what’s going on, and ask if they could come and get him to leave. What does security do? Pulls up to the guy, tells him I called and wanted him to leave, then fucking drove away without watching the guy leave the mall.
He immediately comes storming back into the hotel, screaming at me for calling security and starts leaning over the desk trying to grab me. I backed away and told him calmly that we had 24 hour security/video surveillance. He stops trying to grab at me and leaves after I said that. I run and hide in the PBX room in our back office and call the cops. They got there within two minutes, but the guy was gone. They had one cop car stay outside the hotel for a few hours, and three circling the area just in case he decided to come back.
Dude eventually came back, but was immediately surrounded by the cops. As one of the cops was approaching the car, he starts to pull a goddamn great sword from the passenger side.
Not only did he have a great sword, but he also had several knives, a crowbar, and what was descried to me by one of the cops as "Thor’s Hammer,” which he planned on using on his ex-wife and me. I had to go to court several times because they wanted to put this guy in jail for a while, and each time I had to deal with his slimeball of a lawyer, who accused me of lying to his client about various things and not being in any actual danger since his client left the hotel on his own. The prosecutor looked like he was going to throttle the guy when he said that. The guy ended up in jail for six months then got shipped back to Iowa, and the cops promised to let me know when he was released, and that they were going to keep tabs on him. And they did, to which I’m so very thankful for.
Long story short: when the front desk refuses to give you a key to a room, or not transfer your call, it is a security issue, for both the guest and staff.
This woman has another reservation at our hotel again in a few days, and I’m praying this doesn’t happen again.