The Hotel Caper Part 1

From: CS (General Manager of Hotel in Woburn)
Sent: Thursday, July 03, 2008
To: CM (Travel Coordinator and Heinous Bitch)
Subject: Mr. D

Dear CM,

Thank you for taking the time to hear my concerns.

To recap:
Mr. D has been staying in Room 227 for the duration of his time in Woburn. Since 4/21/2008, sporadically at first and then almost every day the past two weeks, he has been calling for 2 robes, 4 extra bath towels, 4 washcloths and 2 hand towels. These items, once sent to his room, do not return into our inventory.

Last Tuesday, Mr. D spoke to my Executive Housekeeper in the evening and asked for 2 robes. In the morning, he called her and asked for 2 more robes, which she questioned. He became very angry with her, stating that she just needed to “bring him what he asks for” and then that his “parents are in town”.

On Sunday, June 29th, Mr. D brought 7 large boxes including 2 (see through) plastic totes to the front desk. He asked that we have them shipped FedEx for him, and we agreed. As it was a Sunday, and FedEx does not pick up, we did not call them. On Monday morning, Mr. D came to the Front Desk and became quite hostile with 2 of my staff members when he was told the boxes were not called in yet. During this, it was discovered that he had called in the order himself. My Executive Assistant and my Front Office Manager went to the Front Desk to diffuse the situation, and after Mr. D calmed down and went back to his room, the FOM looked at the plastic totes and realized that they had bundles of towels and washcloths in them. One of the cloths had the tag turned up to face out, and it clearly had a “hotel trademark” on it.

They allowed the boxes to be picked up, and Mr. D kept the tracking number slips. This morning we called FedEx and asked if they would help us to learn if the boxes were shipped and where.

They told us the boxes were delivered to a Salon in California (HD), to Mr. D’s attention.
While I know there are many items that he called for that were not logged at the front desk onto our Guest Alert Sheet (how we track guest needs and whether or not the needs are met), I do know that he currently has several items in his room, hidden in the drawers and closet (11 washcloths, 2 robes, 4 towels) over and above what is already placed in his room for normal guest usage.

What I have documentation on as far as what was brought to him is as follows (along with the price)
16 Robes ($1280.00)
9 Bath Rugs ($468.00)
36 Bath Towels ($1440.00)
22 Hand Towels ($484.00)
47 Wash Cloths ($376.00)
All Totaling $4048.00

Please let me know how to proceed.

Thank you,
CS
General Manager
Hotel in Woburn