What a load of Pish
We had a group of people stay at the hotel over the past few days. On day two one of the guests asked housekeeping for a new sheet as she had 'spilt' something on the bed. Housekeeping went up and tried to change the bed but the woman was insistant on changing it herself. I was suspicious so asked the housekeeper to go back into the room when the guest went out for the day. She did and what she discovered was a nightmare.
The bed had been ruined, the woman obviously had an incontinent moment but had tried to hide it and had added water to it to try and clean it maybe as well as turning over the mattress thereby soaking the base of the bed too. We removed the bed from the room and put a spare one in. Unfortunately the bed she damaged is a specialised Zip and Link bed that you can only buy in pairs. When she came back to the hotel I explained that she would have to pay for new beds to replace the one she had damaged. I felt sorry for her as she was only a young woman and obviously embarrassed. They way she dealt with her embarressment was to be rude and arrogant to the staff for the duration of her stay.
The day before she left she did not want her room serviced and that set off alarm bells for the Housekeeper who came and informed me. I told her to go check the room when the woman left the room. However the guest stayed in the room all day and we could not get access.
Reception were ready the next morning and when the guest checked out they informed the housekeeper as soon as she departed the room. When the Housekeeper checked she found the same problem, another bed ruined. I was very angry at the fact that the guest could not have come and informed us herself. I understand that she was embarrassed, however, had she informed us in the first place that she had an incontinence problem then we would have placed waterproof sheeting on her bed for her, saving her hundreds of pounds and saving her even more embarrassement. After the first incident we gave her the benefit of the doubt and presumed it was a one off.
So now we are two beds down on a busy weekend as the new beds don't arrive until Tuesday. The life of a hotel manager is such fun!
The bed had been ruined, the woman obviously had an incontinent moment but had tried to hide it and had added water to it to try and clean it maybe as well as turning over the mattress thereby soaking the base of the bed too. We removed the bed from the room and put a spare one in. Unfortunately the bed she damaged is a specialised Zip and Link bed that you can only buy in pairs. When she came back to the hotel I explained that she would have to pay for new beds to replace the one she had damaged. I felt sorry for her as she was only a young woman and obviously embarrassed. They way she dealt with her embarressment was to be rude and arrogant to the staff for the duration of her stay.
The day before she left she did not want her room serviced and that set off alarm bells for the Housekeeper who came and informed me. I told her to go check the room when the woman left the room. However the guest stayed in the room all day and we could not get access.
Reception were ready the next morning and when the guest checked out they informed the housekeeper as soon as she departed the room. When the Housekeeper checked she found the same problem, another bed ruined. I was very angry at the fact that the guest could not have come and informed us herself. I understand that she was embarrassed, however, had she informed us in the first place that she had an incontinence problem then we would have placed waterproof sheeting on her bed for her, saving her hundreds of pounds and saving her even more embarrassement. After the first incident we gave her the benefit of the doubt and presumed it was a one off.
So now we are two beds down on a busy weekend as the new beds don't arrive until Tuesday. The life of a hotel manager is such fun!
posted by Elfin at 23:36
3 Comments:
Maybe she had been reading a certain forum and was phl!!
So why didn't you put a plastic sheet on the second bed?
Anon - we did offer to put plastic protective sheeting underneath but she insisted it was a one off. you have to give people the benefit of the doubt.
BTW I don't normally publish Anon comments I prefer people to put a name to their comments.
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