00:03Hi! Um, I have a reservation under Gil Morrison.
00:10Hi D.
00:11How's your day been?
00:13It's fine.
00:14Busy afternoon?
00:15Not really.
00:18The system's being slow.
00:24Yeah, what? Dude, wait your turn, alright? Can't you see I'm helping someone?
00:27Sorry, my mistake.
00:31Is there an issue with the system?
00:32No, I'm just checking my feed while it loads.
00:35Uh, how much longer do you think this might take?
00:37I don't know, man. Look, if you're in such a rush, maybe try another hotel down the street.
00:44There you go.
00:45Um, could you tell me about the amenities and the breakfast hours?
00:48Yeah, it's all on the paper.
00:50And the Wi-Fi password?
00:53Guest Access 2026, capital G, capital A.
00:56Um, I'm sorry, can you repeat that?
00:59Guest Access 2026, G-U-E-S-T-A-C-C-E-S-S-2-0-2-6.
01:11God, now I need to go back to the office, alright?
01:13I just need to grab in check-ins or something. Just wait here.
01:21Was that as weird for you as it was for me?
01:23Very weird.
01:25Have you stayed here before?
01:27Unfortunately, yes.
01:30The location, it's convenient for work, but the service is, it's constantly terrible.
01:35Constantly?
01:36Constantly.
01:37Constantly.
01:38I mean, this isn't even a bad day for him.
01:40This is, this is every day.
01:42Tell me more.
01:43I mean, I'd like to hear your honest feedback.
01:46Uh, sure, yeah.
01:47I've stayed here for, I don't know, six or seven times over the past year.
01:51Um, he's been this rude every single time.
01:56One time, he was on a personal call during my entire check-in.
02:00Didn't even try to hide it.
02:02Another time, he, uh, he gave me wrong information about the restaurant hours.
02:06He told me it was closed when it actually wasn't.
02:09And did you report these issues?
02:11Oh yeah, I filed out a negative feedback survey one time.
02:16Um, I never heard anything back.
02:18You know, other guests have complained too.
02:20I mean, it's common knowledge among the regulars here that he's terrible, yet he is still employed here.
02:27Yeah, that behavior is completely unacceptable in hospitality.
02:31Yeah, I mean, he's probably just hoping that we'll leave or something.
02:35That wouldn't surprise me at this point.
02:37You know, I would leave, honestly, but I have a meeting here tomorrow morning.
02:40And this location is, I mean, it's the only thing that makes sense.
02:44How often do you travel for work?
02:46Uh, like, twice a month.
02:48Uh, I stay at hotels all over the region.
02:49And this one?
02:51Um, yeah, I mean, this one is the worst service that I've ever experienced.
02:56And that's saying something.
02:59Maybe I should just check.
03:01Hello?
03:02Is anybody back there?
03:05Hello?
03:07What?
03:08What is it?
03:09I'm trying to have a snack.
03:13What took you so long?
03:14I was taking my break.
03:16Your break?
03:17You said that you were grabbing something for check-ins.
03:20My break time arrived, dude.
03:21I'm entitled to breaks.
03:23It's the law.
03:24Are you planning to finish checking him in?
03:26Honestly?
03:27I thought the two of you guys would have left by now.
03:29My shift ends in like 15 minutes.
03:31I was hoping to avoid the paperwork.
03:33You were hoping we'd leave.
03:37Are you serious right now?
03:39Uh, uh, uh, uh.
03:40Don't be so dramatic.
03:41Dramatic?
03:41You're always like this every time I stay here.
03:44God, you're rude, you're lazy, and you're so unprofessional.
03:47I provide adequate service.
03:49Adequate service?
03:50You've given me wrong room keys three times.
03:54Three times!
03:55You lied about the restaurant being closed.
03:58You took a personal video call during my check-in.
04:01A video call.
04:03And I've heard you tell other guests to figure it out themselves.
04:07Who does that?
04:08Can I give you some advice, dude?
04:10You just need to let things go.
04:11And stop being so dramatic about everything.
04:13I'm not being dramatic.
04:14You're terrible at your job.
04:15Look, if you don't like the service, then go somewhere else, alright?
04:18No one's forcing you to stay here.
04:21Daniel, do you know who I am?
04:23Uh, yeah, you're a guest.
04:24You're just a regular old guest.
04:26Actually, I'm Gail Morrison, CEO of this hotel chain.
04:31I've been conducting undercover evaluations of our properties.
04:35Wait, you're the CEO?
04:37No, I...
04:38Look, I didn't mean to.
04:40I was just...
04:40See, that's the problem, Daniel.
04:42Your service shouldn't depend on who the guest is.
04:45Every person who walks through the door deserves respect and professionalism.
04:49Can I be honest?
04:50This has just been an off day, I swear.
04:52I am, like, usually much better than this.
04:54I'm actually...
04:55You know what, according to John, this is your standard behavior.
04:58And based on what I witnessed today, I believe him.
05:02I watched you ignore me when I approached the desk.
05:04I watched you dismiss John rudely.
05:06I watched you scroll through social media instead of doing your job.
05:09You abandoned us for ten minutes while you took a break.
05:13A break you tried to disguise as work-related.
05:17No, I can explain.
05:18I'm not...
05:18And worst of all, you admitted you were hoping we would leave so you wouldn't have to do the paperwork.
05:23You literally told paying guests you wanted them to leave.
05:29Come on, I didn't mean it like that.
05:31How did you mean it then?
05:33Your employment is terminated effective immediately.
05:37I cannot have someone representing my hotels who treats guests with such content.
05:43Come on, you can't just fire me like that.
05:46Don't I get a warning or something?
05:48I absolutely can, Daniel.
05:49And your pattern of behavior is well documented.
05:53John mentioned multiple incidents over the past year.
05:56I witnessed your conduct first-hand today.
05:58This isn't a warning situation.
06:01This is a termination situation.
06:03No, look.
06:04Wait, please.
06:05Okay, I need this job, alright?
06:06I've got bills to pay.
06:07I've got...
06:08Yeah, you probably should have thought of that before you decided to treat guests like they're an inconvenience.
06:12Okay, this is unfair!
06:13Please!
06:13What's unfair is making guests wait while you scroll social media.
06:18What's unfair is lying about restaurant hours.
06:21What's unfair is giving guests wrong room keys repeatedly.
06:25Should I continue?
06:26Please, collect your belongings and leave immediately.
06:29HR will contact you about your final paycheck.
06:32This is messed up.
06:43John, I am so sorry for the experiences you've had at this property.
06:47This does not represent the standards I set for my hotels.
06:51I can actually check you in.
06:53Yeah, honestly that was awesome.
06:56Thank you so much for handling that.
06:58I've been hoping someone would notice for months.
07:01Alright, you are in room 312.
07:04It's a king room with a city view.
07:06Breakfast is served from 6 to 10 in the morning.
07:08It's in the dining room, just to your left.
07:11We have fresh coffee, pastries, eggs, and fruit.
07:14You sure it's not closed?
07:15No, I'm just kidding.
07:17Thank you, thank you.
07:17That was more than helpful.
07:19Thank you so much.
07:20And the Wi-Fi password is Guest Access 2026.
07:24But I have it written down for you here.
07:26So you can take that to your room.
07:27And the pool and the fitness center are on the second floor.
07:30They're open until 10 p.m.
07:32And John, I want to do something for you, for your loyalty,
07:36despite the poor service you've experienced.
07:40Oh no, it's fine, seriously.
07:41I am granting you lifetime gold status with our chain.
07:46That means that you'll get room upgrades when available,
07:50late checkout, complimentary breakfast,
07:52priority reservations, and premium amenities.
07:55Seriously?
07:56I mean, that's incredibly generous.
07:58You remain loyal to our property when you had every reason
08:01to choose a competitor.
08:02That's loyalty.
08:04And it deserves recognition.
08:06I don't know what to say.
08:07Thank you, really.
08:09Seriously, thank you.
08:10And this is my direct email.
08:13If you ever have any issues at any of our properties,
08:18I want to hear about it immediately.
08:21I appreciate this more than anything.
08:23I mean, you've completely restored my faith in this hotel.
08:27That's what I'm here for.
08:29Enjoy your stay, John.
08:30And again, I am truly sorry for what you've been dealing with.
08:35Thank you so much.
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