It was business as usual at the Regents hotel. Lucy, the hotel receptionist was deployed to front desk for the day. A well-dressed woman named Tiffany entered the hotel, carrying her luggage. "Finally," she sighed in relief.
"Good afternoon. Welcome to the Regents. How can I assist you today?" Lucy greeted her.
"Yeah, I have a reservation today. Tiffany Pong Tze-san. I expect my room to have been ready by now," Tiffany said.
"Of course, Miss Pong. Let me pull up your details," Lucy continued.
"Look, I have a long day after a business meeting, and I don't have time for any of this. Just give me my keys and I'll be on my way. Okay?" Tiffany said impatiently.
"I understand, Ma'am, and we'll get you checked in right away. I just need to verify your ID and a payment method for the room," Lucy said, trying to keep her cool.
"You need my what?" Tiffany asked, unable to believe her ears. "You can't be serious. I'm a regular customer to hotels like this. You don't need a payment upfront. Don't you people know who I am?"
"I'm sorry, Miss Pong. It's hotel policy that we take payment information during check-in. It is applicable to all of our guests," Lucy replied. However, Tiffany simply smirked.
"This is ridiculous," she snorted. "I'm not all of your guests, okay? I'm Tiffany Pong Tze-san. I don't need to give you payment information. I'm known. Just put it on the tab or whatever. I'll sort it out when I leave."
"I understand you're valued guests, but I really do need to follow our procedures. We do require payment upfront, even for someone as well-known as yourself. It's just part of the process," Lucy tried to explain, but Tiffany was implacable.
"Part of the process?" she smirked. "Do you...do you have any idea how much I've spent sitting in places like this? A phone call, a single phone call and I can get you fired, dear. Are you like, are you sure you want to keep pushing with this?"
"Miss Pong," Lucy repeated. "I apologise if I cause you any inconvenience. If you could just provide a form of payment, we'll have you checked in within minutes. I assure you, it's just a quick step and then you can enjoy your stay."
"No, no, this is unacceptable," Tiffany insisted. "I don't need to go through these formalities at all. I'm telling you, given my status, I don't need to do this. Now, either you check me in or I'll take my business somewhere else. Maybe somewhere where they actually value their guests." Just then, Bill, the hotel manager appeared.
"Good afternoon, Ma'am," he addressed Tiffany. "I couldn't help but overhear. How may I assist you?"
"Yes, as a matter of fact, there is," Tiffany replied. "Your receptionist here seems to think you can just...hold my room hostage until I give her a payment method, which is conpletely unnecessary. I've been a regular customer in hotels like this for years, and I've never have to deal with this kind of nonsense."
"I understand you're feeling frustrated, Miss Pong. I want to assure you we value your business. However, the policies that are in place are applicable for all our guests. It helps us maintain a smooth and secure experience for everyone," Bill tried to explain, but Tiffany remianed implacable.
"Look," she insisted. "I don't care about your policies. I care about the fact that I'm standing here wasting my time, time that I don't have. By the way, do you guys have any idea who I am or how busy I am?"
"I can imagine, Ma'am," Bill replied. "I really don't want to inconvenience you any further. All we need is that one quick piece of information, and we'll have everything ready fo you."
"Fine," Tiffany muttered under her breath as she pulled out a card. "Here, let me tell you, I'm not happy about this." Lucy forced a smile as she keyed in Tiffany's payment details.
"Thank you, Miss Pong," she said. "Your payment has been processed." She handed Tiffany her hotel key card and continued, "And here's the key to your room. 1510."
"Wonderful," Tiffany said. "I'll be sure to let everyone know just how smooth this process is."
"And if there's anything else we can assist you with during your stay, don't hesitate to ask. We're here to make sure you have a pleasant experience," Bill added.
"Yeah, great," Tiffany said as she looked at her luggage. "You don't have anyone to help me with my bags?" she asked. "Alright." She then carried her luggage to room 1510. However, she was not satisfied with the conditions of the room, despite it being up to the hotel's standards, so she called the front desk. Minutes later, there was a knock on the door.
"It's open," Tiffany said. The door was opned, and Lucy entered the room.
"I'm sorry, Miss Pong. You wanted to see me?" she asked.
"Yeah," Tiffany said. "Lucy, was it? Like this room, it's definitely not for me."
"I'm sorry to hear that," Lucy replied. "Miss Pong, could you tell me what the issue is with this room?"
"It's not up to expectations," Tiffany complained. "I mean, where do I begin? The view is practically non-existent, the space feels cramped, and the furniture looks like it's purchased from some discount store. I mean, really, for a woman of my status, it's disrespectful."
"I apologize if the room isn't up to your expectations," Lucy replied. "I can try to assist you, but this is one of our premium rooms. Is there something specific you like us to change or address?"
"Uh, what I'd like is to be moved to a more appropriate room," Tiffany said. "Like, I don't know, maybe the Royal Suite."
"I see," Lucy said. "Unfortunately, all our suites, including the Royal Suite, are currently booked. We don't have any available upgrades at this time."
"Come on, that's just ridiculous. I highly doubt that the suites are booked. Are you telling me that in a hotel like this, you can't make a single session for a regular guest like me?" Tiffany snorted.
"I understand, and I truly wish we could accommodate your request, but I just checked the system and all the suites are occupied. Besides, we don't have any flexibility to move guests into rooms that are already reserved or in use," Lucy tried to explain, but it irked Tiffany.
"Look, I'm done talking to you. You clearly don't have the authority to handle this. So get the manager up here right now," she said irritably.
"I'd be happy to call the manager for you. Please give me a moment, and I'll have him come up to your room as soon as he's available," Lucy replied.
"Yeah, you do that. Maybe he'll have a little bit more sense than you," Tiffany said, with her arms folded.
"I'll send him up right away, Miss Pong. Thank you for your patience," Lucy said nervously. As she went out, Tiffany sat on the bed, clearly in disgust. About 20 minutes later, Lucy arrived in the room with Bill.
"Miss Pong, I understand you asked to speak with me. Is everything alright?" he asked.
"No, everything is alright. Your receptionist here seems to think I'm supposed to just deal with this room, which is not up to my expectation," Tiffany said sarcastically. "I asked for the royal suite, and I'm not leaving until I get the room that I want."
"I'm sorry you're unhappy with the room, but as Lucy may have mentioned, along with the Royal Suite and our other larger rooms, they are currently occupied. We simply don't have any available room to offer you at this point in time," Bill explained.
"You're really going to sit there and tell me that. You're the manager, aren't you? I'm sure you can find something, some sort of arrangement to make this right," Tiffany scoffed.
"I wish there was something I could do, but the reality is every suite is full. There's no way we can move other guests out of their rooms, especially when they booked those suites ahead of time and paid for them," Bill explained, trying to keep his cool, but Tiffany was implacable.
"This is ridiculous," she scoffed. "Do you have any idea who you're talking to? I don't wait around for things like this. I expect a certain level of treatment, and this isn't it. I'm not asking for much, just the Royal Suite. I shouldn't even have to ask. I should have been offered the moment I walk into this hotel door."
"And we always aim for our guests to have the best possible experience," Bill said. "But unfortunately, the Royal Suite, along with the other larger rooms are not available right now. I'm happy to upgrade you, but unfortunately at this point of time, I can't. It's not an option right now."
"Right? Not an option," Tiffany scoffed, with her hands on her hips. "Oh, it's always an option if you're willing to make one. I know that because you're the manager. Move things around. Find a way to make it happen, or I'll make sure this hotel never sees that money again."
"I'm sorry you feel that way, Miss Pong. We're really doing everything we can to make sure you have a comfortable stay. If there's anything else we can assist you with, let us know," Bill said.
"Fine," Tiffany muttered. "You've made it perfectly clear that you don't care about your guests. I'll be taking my business elsewhere next time."
"That's your choice," Bill replied. "Of course, we'll be sorry to lose you as a guest, but we do have to respect the other guests' reservations as well."
"Oh, unbelievable," Tiffany said as she walked out of the hotel room, carrying her luggage with her.
"Wow, that was something," Lucy exclaimed.
"You handled it like an expert, Lucy," Bill said in pride. "Honestly, nothing is going to be enough for her no matter what we did. I'm glad you stuck to the rules."
"Thanks," Lucy replied. "I mean, I know people like her expect special treatment, but wow, that was intense. I've never had someone get so upset over a room."
"No problem," Bill said. "Take a break, you deserve a break, especially after that one. Come, let's go to the staff canteen."
"Thanks, Bill. That means a lot," Lucy replied. With that, they walked out of room 1510 to the staff canteen, leaving the unpleasant incident behind.
