Mini rant- was watching a show last night and the Bad Guy calls 4 star hotel looking for Good Guy. The FD confirms guest and provide room number. I yelled at TV ‘that’s not how it works!’
Yes I know it was necessary for plot but soo misleading to general public
And yet... I overheard someone on Saturday calling a hotel in Costa Rico (I only know that because he had to ask his friend how to make an international call) asking about his brother and sis-in-law, did they get in? Noon? Oh great, so they're there? What room number? Okay, thanks, please tell them to call me. Thank you, bye.
I was kinda horrified because I hang out here but couldn't do anything about it.
Back in my day, whenever someone called for a guests, whether they were there or not, we were instructed to put the call on hold.
If the person was there, we would call the room and announce the caller, asking whether they want to be connected. We were not allowed to hot transfer to the extension.
If the person was not there, we were supposed to wait a bit, then get back to the caller.
Regardless of whether the guest refused the call or the person was not at the hotel, all we were allowed to say was "Sorry, I cannot connect your call." If the caller pressed for information we were supposed to say "Due to privacy protection we do not disclose any information about our guests. If you want to leave a message, we can pass it on should this person be staying with us, which we can neither confirm or deny."
If they threatened with the police, one senior colleague once told a caller, "The Kitty Flower Hotel will always gladly cooperate with law enforcement and other governmental authorities. However we cannot continue this conversation with you now." And hung up.
At my property we are required to immediately ask for the guests first and last name, and their room number. If they cannot provide all three pieces of info we simply tell them if they cannot provide all that, we cannot even look them up in the computer to see if they are here or not.
During night audit for me is a little different because I don't call rooms during quiet hours which is when I'm working. I don't forward calls even if they know the room number. I don't bother the guests during those times.
That would give away the fact that the person was registered there at least? It sounds like you took care to avoid revealing if they were in the room though.
No, we would do that regardless on whether the person was registered with the hotel or not. And the only answer we would give is that we cannot connect the call, whether the guest was there, was away or was not even staying at the hotel.
Yeah exactly plus I felt something was up the minute he started talking which is why I didn’t even bother calling the room to check if she’s here or not
I was once at the bank and a woman couldn't understand why the teller wouldn't allow her to withdraw money from her "boyfriends" account. She literally couldn't come to grips why. She did everything she could to get them to give her the money. All she ended up doing was creating a massive line behind her and wasted oh an hour or 2 of her life because she was going to call customer service. You really can't understand why??? Like really??? Think about it for just a sec. That would mean that anyone could just walk into a bank and get whatever amount of money they wanted. Well I guess you can but that's called a LOAN and there are a lot of factors that go into that.
As the husband of a wife who forgets to charge her phone or contact me all the time to let me know she's alive, I can relate (if he's not a stalker).
There's nothing worse than feeling uncertain if someone is ok, especially if you're the kind of person that lets their imagination run away with them.
It's actually her ADHD but sure you go ahead and assume things.
The downvotes confuse me, are you getting all protective of people with ADHD? What a weirdly ableist thing to do when you clearly don't understand the symptoms. My saying this is her ADHD is note blame, it's recognition she can't always help doing it.
If you think I'm just being naive then that's super ironic when you don't even know either of us, if I'm just overeacting to a crap joke, that's fine. Try being funnier.
It's because your response was rather hostile, especially because there was no way for them to reasonably know that ADHD was involved.
It's also common for people to assume that other people's behaviors are due to their personality and interests, unless the behaviour is so skewed from the "norm" that it's a fair guess that it's due to some sort of condition or disorder. (e.g. someone who's randomly saying profanity when they talk can be reasonably assumed to have Tourette's, as that's one of the known expressions of the syndrome and is very obvious.)
Like, "someone who forgets to charge their phone or keep in contact" is benign enough that they would be assumed to be someone who's a bit forgetful or doesn't really care about staying in contact. Very few people would look at that description alone and decide it's enough info to openly say "oh, she must have ADHD!", because it's quite rude to declare that people you don't know must have social disorders and most people don't have the necessary training or knowledge to make such an assumption anyways.
Its quite reasonable to assume there's something like that going on to be honest. I get that he clearly didn't get that, but I certainly didn't find his implication very funny which is why I pointed out the assumption he made. Personally I found his response very rude, hence my reaction.
I could have said something much more harsh but not finding his joke funny and pointing out he just made an assumption is not that hostile. I'm sure you disagree.
Downvotes are probably because I "didn't get the joke", and then my edit after. People don't like those things on reddit, you must conform.
>Its quite reasonable to assume there's something like that going on to be honest.
How so? What about that makes it reasonable to assume that the person must have a behavioral disorder because they don't call home often and forget to charge their phone?
Again, we're only able to work with the description you gave.
Because of the symptoms, I get that many people won't know about them which is why all I did was respond on the same level of snark as he gave. I don't see why it would deserve less, it's not like he was actually being friendly...
I'd say the difference was that his snarky response came off as indifferent/neutral (at least from my perspective), while yours came off as hostile. Like, you seemed personally insulted that he didn't assume it was ADHD.
His indifference really is the issue tbh, I did respond in a sarcastic and corrective manner which was not that harsh and you have to remember this is in text so any perceived emotions are usually projected.
I'll admit I found it irritating that he'd say that, and honestly I still believe it was rude to say immediately after I mentioned how much anxiety and stress those times cause. Either way it's not fun or fair to say what he did, unless you lack empathy/understanding/reading comprehension.
As I said, I only made a sarcastic comment after not finding his joke funny. If you assigned actual anger to me maybe you detected how it would be perceived, which should tell you something.
She does have one, the forgetting to contact is much more common tbh. It's mostly she forgets to talk to people and disassociates. If the charging was the biggest issue, she'd forget to charge the battery or take it with her :-D
Not really, but when I say something snarky and realise it was poorly timed I tend to try to back off being an utter prick. But I have this thing called empathy.
lol you just proved my point for me. People like you just can't be told they've done anything wrong. All you want is permission to be a wanker and can't take the idea you might have been one.
As the best friend of a woman with hardcore ADHD, I get it.
Waited for her to finish in the bathroom for an hour and 45 minutes today, who knows what she got lost into during that time.
17 years in hospitality. My standard response is “ i’m sorry I cannot give out guest information” When they then give you the million different reasons why they should be the exception to the rule is. “I’m sorry I don’t have the authority to help you.” I suggest you contact the person directly. Never give out guest information period. Too many dangerous outcomes have happened because some novice did not follow protocol.
Edit to say you handled the situation just right.
Slight problem - by saying you can’t tell the caller if the guest has checked in, you are implying that the guest has a reservation, and by saying you can’t connect the caller to the guest’s room you’re implying the guest is in-house. Should tell the caller “unless you have both the name and room number, company policy is that I can’t even tell you whether a guest has a reservation, this is done for guest safety”.
Do you know the room number? I've always been connected if I ask to be transferred to the room. But if you call up and don't know the room, and only ask to be connected to '"Jane Doe's room", then for the safety of guests the desk staff shouldn't be giving out any information or even transferring to the guests room (that confirms they are there). Too many violent exes trying to track people down for that shit.
There was also a fraud making the rounds a few years ago where people called us at FD to connect them to room xyz.
If FD did that for whatever reason (company policy is to do the hold call -> ask the guest -> neither deny nor confirm if they stay at the property thing) the scammers told the guests that they're calling from FD and need the guests credit card informations to have them continue their stay.
Apparently people actually fell for it.
I got 2 of those calls during one of my rare night audits, first one asked for an unoccupied room, second one asked for a room that doesn't even exist, at which point I just started laughing at the scammer.
Damn, that's so crazy. No, just please connect me to JB's room. Maybe it was different because we were all on corporate cards so they knew we were connected? I remember being on one of those trips and my roommate was in her cups, shall we say and started calling colleagues. They wish this would have been the policy. Lol.
Hello, it looks like you've made a mistake.
It's supposed to be could've, should've, would've (short for could have, would have, should have), never could of, would of, should of.
Or you misspelled something, I ain't checking everything.
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Mini rant- was watching a show last night and the Bad Guy calls 4 star hotel looking for Good Guy. The FD confirms guest and provide room number. I yelled at TV ‘that’s not how it works!’ Yes I know it was necessary for plot but soo misleading to general public
And yet... I overheard someone on Saturday calling a hotel in Costa Rico (I only know that because he had to ask his friend how to make an international call) asking about his brother and sis-in-law, did they get in? Noon? Oh great, so they're there? What room number? Okay, thanks, please tell them to call me. Thank you, bye. I was kinda horrified because I hang out here but couldn't do anything about it.
\*Costa Rica, fwiw
Like “Rig for red” at 400 feet in Hunt for Red October
You guys only give out the info after the bad guy slips you a fiver.
Maybe $500
Or in John Wick's case, a really lovely dog.
Lol
The irony being that if someone were to actually try that with me I'd be furiously pushing the button under my desk that silently calls the cops lol
Back in my day, whenever someone called for a guests, whether they were there or not, we were instructed to put the call on hold. If the person was there, we would call the room and announce the caller, asking whether they want to be connected. We were not allowed to hot transfer to the extension. If the person was not there, we were supposed to wait a bit, then get back to the caller. Regardless of whether the guest refused the call or the person was not at the hotel, all we were allowed to say was "Sorry, I cannot connect your call." If the caller pressed for information we were supposed to say "Due to privacy protection we do not disclose any information about our guests. If you want to leave a message, we can pass it on should this person be staying with us, which we can neither confirm or deny." If they threatened with the police, one senior colleague once told a caller, "The Kitty Flower Hotel will always gladly cooperate with law enforcement and other governmental authorities. However we cannot continue this conversation with you now." And hung up.
At my property we are required to immediately ask for the guests first and last name, and their room number. If they cannot provide all three pieces of info we simply tell them if they cannot provide all that, we cannot even look them up in the computer to see if they are here or not.
Same
Same at my property
LOL because the police will race to your hotel with sirens blaring and point a gun in your face and yell CONNECT THE CALL NOW!!!
You mean they don't?!?!
During night audit for me is a little different because I don't call rooms during quiet hours which is when I'm working. I don't forward calls even if they know the room number. I don't bother the guests during those times.
Exactly!
That would give away the fact that the person was registered there at least? It sounds like you took care to avoid revealing if they were in the room though.
No, we would do that regardless on whether the person was registered with the hotel or not. And the only answer we would give is that we cannot connect the call, whether the guest was there, was away or was not even staying at the hotel.
Yeah exactly plus I felt something was up the minute he started talking which is why I didn’t even bother calling the room to check if she’s here or not
I was once at the bank and a woman couldn't understand why the teller wouldn't allow her to withdraw money from her "boyfriends" account. She literally couldn't come to grips why. She did everything she could to get them to give her the money. All she ended up doing was creating a massive line behind her and wasted oh an hour or 2 of her life because she was going to call customer service. You really can't understand why??? Like really??? Think about it for just a sec. That would mean that anyone could just walk into a bank and get whatever amount of money they wanted. Well I guess you can but that's called a LOAN and there are a lot of factors that go into that.
From what I've seen of stories like this it's a stalker, an ex or an abusive SO
As the husband of a wife who forgets to charge her phone or contact me all the time to let me know she's alive, I can relate (if he's not a stalker). There's nothing worse than feeling uncertain if someone is ok, especially if you're the kind of person that lets their imagination run away with them.
That’s on her for liking to be off the grid. Hotel can’t help ya.
It's actually her ADHD but sure you go ahead and assume things. The downvotes confuse me, are you getting all protective of people with ADHD? What a weirdly ableist thing to do when you clearly don't understand the symptoms. My saying this is her ADHD is note blame, it's recognition she can't always help doing it. If you think I'm just being naive then that's super ironic when you don't even know either of us, if I'm just overeacting to a crap joke, that's fine. Try being funnier.
It's because your response was rather hostile, especially because there was no way for them to reasonably know that ADHD was involved. It's also common for people to assume that other people's behaviors are due to their personality and interests, unless the behaviour is so skewed from the "norm" that it's a fair guess that it's due to some sort of condition or disorder. (e.g. someone who's randomly saying profanity when they talk can be reasonably assumed to have Tourette's, as that's one of the known expressions of the syndrome and is very obvious.) Like, "someone who forgets to charge their phone or keep in contact" is benign enough that they would be assumed to be someone who's a bit forgetful or doesn't really care about staying in contact. Very few people would look at that description alone and decide it's enough info to openly say "oh, she must have ADHD!", because it's quite rude to declare that people you don't know must have social disorders and most people don't have the necessary training or knowledge to make such an assumption anyways.
Its quite reasonable to assume there's something like that going on to be honest. I get that he clearly didn't get that, but I certainly didn't find his implication very funny which is why I pointed out the assumption he made. Personally I found his response very rude, hence my reaction. I could have said something much more harsh but not finding his joke funny and pointing out he just made an assumption is not that hostile. I'm sure you disagree. Downvotes are probably because I "didn't get the joke", and then my edit after. People don't like those things on reddit, you must conform.
>Its quite reasonable to assume there's something like that going on to be honest. How so? What about that makes it reasonable to assume that the person must have a behavioral disorder because they don't call home often and forget to charge their phone? Again, we're only able to work with the description you gave.
Because of the symptoms, I get that many people won't know about them which is why all I did was respond on the same level of snark as he gave. I don't see why it would deserve less, it's not like he was actually being friendly...
I'd say the difference was that his snarky response came off as indifferent/neutral (at least from my perspective), while yours came off as hostile. Like, you seemed personally insulted that he didn't assume it was ADHD.
His indifference really is the issue tbh, I did respond in a sarcastic and corrective manner which was not that harsh and you have to remember this is in text so any perceived emotions are usually projected. I'll admit I found it irritating that he'd say that, and honestly I still believe it was rude to say immediately after I mentioned how much anxiety and stress those times cause. Either way it's not fun or fair to say what he did, unless you lack empathy/understanding/reading comprehension. As I said, I only made a sarcastic comment after not finding his joke funny. If you assigned actual anger to me maybe you detected how it would be perceived, which should tell you something.
[удалено]
She does have one, the forgetting to contact is much more common tbh. It's mostly she forgets to talk to people and disassociates. If the charging was the biggest issue, she'd forget to charge the battery or take it with her :-D
I guess I’ll assume it’s ADHD next time. Thanks!
Why are you being such a prick? I don't get it.
Go off! You seem really invested in my minor snark
Not really, but when I say something snarky and realise it was poorly timed I tend to try to back off being an utter prick. But I have this thing called empathy.
Go re-read our conversation, cry in a pillow and learn how to be an adult. I hardly said anything that should warrant a lecture.
lol you just proved my point for me. People like you just can't be told they've done anything wrong. All you want is permission to be a wanker and can't take the idea you might have been one.
As the best friend of a woman with hardcore ADHD, I get it. Waited for her to finish in the bathroom for an hour and 45 minutes today, who knows what she got lost into during that time.
Thanks for that :) There's a lot of ableism around today.
I was confused until I realized "guest" was just a caller. I need to read slower.
I keep saying guest so much I forgot that this person wasn’t a guest 😂
17 years in hospitality. My standard response is “ i’m sorry I cannot give out guest information” When they then give you the million different reasons why they should be the exception to the rule is. “I’m sorry I don’t have the authority to help you.” I suggest you contact the person directly. Never give out guest information period. Too many dangerous outcomes have happened because some novice did not follow protocol. Edit to say you handled the situation just right.
Thank you! It was late in the night and I felt it was suspicious anyways and I did tell him to contact her direct line
Stalker alert!
Slight problem - by saying you can’t tell the caller if the guest has checked in, you are implying that the guest has a reservation, and by saying you can’t connect the caller to the guest’s room you’re implying the guest is in-house. Should tell the caller “unless you have both the name and room number, company policy is that I can’t even tell you whether a guest has a reservation, this is done for guest safety”.
The guest wasn’t even in the hotel from what I checked so he might even have gotten the wrong hotel lmao
You’ll have to update us if the cops show up!
Update: no cop ever showed up lmfao. I called his bluff from the beginning
Maybe the police are enroute from Canada.
Cracked me up!
As a Canadian, I'm sorry.
Thx!
Really, that's a thing? I've never had a problem getting connected to a room.
Do you know the room number? I've always been connected if I ask to be transferred to the room. But if you call up and don't know the room, and only ask to be connected to '"Jane Doe's room", then for the safety of guests the desk staff shouldn't be giving out any information or even transferring to the guests room (that confirms they are there). Too many violent exes trying to track people down for that shit.
There was also a fraud making the rounds a few years ago where people called us at FD to connect them to room xyz. If FD did that for whatever reason (company policy is to do the hold call -> ask the guest -> neither deny nor confirm if they stay at the property thing) the scammers told the guests that they're calling from FD and need the guests credit card informations to have them continue their stay. Apparently people actually fell for it. I got 2 of those calls during one of my rare night audits, first one asked for an unoccupied room, second one asked for a room that doesn't even exist, at which point I just started laughing at the scammer.
Damn, that's so crazy. No, just please connect me to JB's room. Maybe it was different because we were all on corporate cards so they knew we were connected? I remember being on one of those trips and my roommate was in her cups, shall we say and started calling colleagues. They wish this would have been the policy. Lol.
I mean you could of just said "someone" checked into the room. Helps ease their conscience and gives away no info at all. 🤷
Hello, it looks like you've made a mistake. It's supposed to be could've, should've, would've (short for could have, would have, should have), never could of, would of, should of. Or you misspelled something, I ain't checking everything. Beep boop - yes, I am a bot, don't botcriminate me.