u/sarybearychen

I received a phone call earlier from a man asking if I could look up when his friend last stayed at our hotel. I told him I couldn't give out information about guests. He then said it was because he found out that friend passed away and he needed to know when he last saw him when he was here, and to please tell him... Oof... I apologized and said I still couldn't give him information about the guest. To that, he called me a "WORTHLESS SHITHEAD" and hung up.

I was following policy, but I do still kinda feel bad about that.

An update to the post here: https://www.reddit.com/r/TalesFromTheFrontDesk/comments/1szjtfg/the_math_aint_mathin/
TLDR for that: An older woman who lives fairly close to the hotel came in to ask for 2 nights (Friday and Saturday in the middle of July, our peak season) for her visiting family. I gave her the total and breakdowns, she silently stared with wide eyes at me for an uncomfortably long time before finally saying how "RIDICULOUS THAT YOU WOULD CHARGE FOR 2 NIGHTS", and for that much, and that she "knows the manager and he'll help me out" smugly.

Okay. I am somehow more intensely befuddled. Here we go.

I had documented the conversation and rates given when she came in the other evening, and already gave the manager a heads up. The next day, she and the manager finally spoke on the phone. I was standing nearby and I could pretty much hear the conversation and he also relayed the main points to me anyway afterwards to confirm.
H= "Her", M="Manager"

H: Hi, I was wondering about the rate for ONE day, Saturday in July. They are coming in Friday night and leaving Sunday morning. Because I was talking to another worker last night and, well, she... ha ha... so I was wondering if you could give me the information.
M: Coming in Friday night?
H: Yes, family gave me the exact time, 10pm to midnight on Friday. They'll be here for one day, Saturday.
M: Okay, so that would be 2 nights, and the rate for that is [Rate+tax] per night.
H: .......................................................................................................................................................................
(^ at that moment, the manager and I suspect she was doing The Stare, but over the phone)
H: ........ That is NOT what the girl said last night, she said [number that was essentially the rate+tax per night that M also just said]
M: Yes, that is the rate plus tax, per night. The grand total is [Grand Total]. That is two nights because you said they're coming in around 10pm Friday
H: Well 10pm to midnight*.
M: Yes, 2 nights.
H: ...............................................................They might need a Rollaway Bed.
M: Okay, we can provide that for [Foldaway Bed Fee]
H: *SCOFF* That IS NOT WHAT THAT GIRL WAS SAYING.
M: She gave you the exact rates I'm giving you.
H: And they have a dog too, how much is that?
M: [Pet Fee]
H: SEE, THAT IS A WHOLE NOTHER STORY. SHE DID NOT SAY THAT.
M: Ma'am, that is the pet fee. My worker relayed to me the information pertaining to your conversation last night and I am giving you the exact information.

(She ended the conversation, but called back a moment later)

H: NOW I AM GETTING ALL SORTS OF CONFUSED. I need to write this down. Tell me everything again because SHE gave me these ridiculous other numbers and then YOU gave me OTHER NUMBERS!
(I am at this point trying to remain calm as it was increasingly feeling like my spinal cord was disconnecting from my brain)
M: They are the same...
H: I need to gather my thoughts here and tell my family the new costs, you and the girl were saying all these things. It's confusing now.
M: (Gives her all the rates again)

(She called back some time later, but the manager had already stepped out so I took the call)
H: You know what, I need you to email me these numbers. It's too much and all over the place. You were saying one thing and [M] was saying another-
Me (I've had about enough): [M] and I have given you the exact information. But yes, I'll be happy to email you the complete breakdown of everything. [M] will have a copy.
H: Fine, just email it. This is too much for me to write down and text.

I wrote the most detailed cost breakdown I could possibly do to the best of my ability, and signed the email with both the manager and my name. I hope that is that.

Make it make sense... At least the manager believes me and feels she's just one of those people who will never admit they were wrong about something.

I'm still pretty befuddled about this one.

An older woman came into the office asking about availability for a weekend in July, right in the middle of our peak season, as she will have family coming in and doesn't have room at her place and she lives pretty close by. She stated they would be coming in Friday night and checking out Sunday morning. I gave her the rates (which, yes, are a bit elevated being that it's in the middle of summer, our busiest season, and during the weekend... but still cheaper than many other properties in the area). She then proceeded to stare intensely at me with wide eyes. Utterly flabbergasted. Lasted maybe 10 seconds. I was getting uncomfortable, so I eventually asked if she had any questions, and she finally said, "THAT IS RIDICULOUS THAT YOU ARE CHARGING ME FOR TWO NIGHTS."

Uh.

So I confirmed the times with her again. So, they are arriving Friday night...sleeping... hanging out for Saturday ... then sleeping again... then leaving Sunday morning. "THEY'RE ONLY HERE FOR LIKE 24 HOURS. I can't believe this. I'll talk to [manager's name]. He'll help me out. He knows me." If I had a nickel for every time someone says "I know the manager" or even "I stayed there ALL the time" when really they stayed maybe 2 times in the span of 5 years.

She will come in again when the manager is in to talk to him. I've already given him a heads up. I'm actually very curious how the conversation will go, because wat-in-tarnation.

Edit: Extra detail, she also mentioned a pet and needing a rollaway bed, so that also added to the total. I gave her the complete breakdown on everything for two nights and she looked like she just found out I hacked her savings account.

Edit 2: What happened next... https://www.reddit.com/r/TalesFromTheFrontDesk/comments/1t0fb0d/update_the_math_aint_mathin/