Today, as I was looking through the books in my office bookcase, I came across a blast from the past. The book is titled Without Reservations - An Uncensored, Unabashed Look At How People Behave In Hotels and is a compilation of guest stories from Holiday Inn hotels during the early 90's.
As I looked at the book, I remembered first reading it when I was the general manager of the Holiday Inn Townlake in downtown Austin, TX. The book was loaned to me by Oscar Sanchez, my front desk manager at the time. After reading I must have set the book aside and forgot to give it back when Oscar left to go to another hotel. So, Oscar, if you read this... I'm sorry man!
From experience, I can tell you that guests really do some strange things when staying in your hotel. I wish I would have been smart enough to right down all the crazy stuff I've seen over my hospitality career. While I don't remember all of them, here are just a few that I'll never forget.
- While helping to open the Crowne Plaza Galleria in Houston I remember I man coming down to the front desk and complaining about the toilet in his room. Not an unusual complaint for most hotels. However this one had a twist. See, we had really rushed the last couple of days of construction in order to get the hotel open in time for the Houston Homebuilder's Show and when you rush construction, some things tend to get missed. When the desk clerk told him she'd send maintenance right up to fix the toilet he told her the problem was not a 'broken' toilet. No, the problem was he didn't have a toilet at all, only a hole in the floor of the bathroom! Big oops!
- One night, when serving as the Manager on Duty, I got a call on the radio that someone was shooting off a fire extinguisher on the 4th floor. Grabbing two security guards to go with me, we headed up the elevator. When we got off the elevator, we didn't see anyone and it was very quiet. Thinking we must have missed them, we started to head back down to the lobby. However, before we could, we noticed CO2 powder running down the corridor carpet so we followed the trail. The trail led us directly to a room on that floor so we knocked on the door. Imagine our surprise when a young man opens the door with a fire extinguisher in his hand. Talk about finding a smoking gun! Needless to say, he and his buddies had been partying in their room just a little too much. They ended up spending the rest of the night in jail...
- One Saturday afternoon, while working as the F&B Director at Holiday Inn East in Montgomery, AL, I got a call from the front desk saying someone had reported a 'bum' loitering in our Holidome. She asked if I would check it out and if true, politely ask him to leave. I said sure, but before I could walk out of the restaurant, one of my waitresses came running into the restaurant all excited. I asked her what was going on and she breathlessly explained that she had just see Hank Williams, Jr in the Holidome. Turned out he was the 'bum' that had been reported to the front desk. Evidently his tour bus had stopped next door to the hotel and he was just walking around to stretch his legs. Needless to say, I didn't ask him to leave. Even though he did look a bit like a bum...
What about you? Care to share an unusual hotel experience with us?
2010 Festival Gathering
May 21-22, 2010
