Acronyms: IG- Innocent Guest; VDO- Violent Dog Owner; FD- Front Desk; CD- Complaint Department
I work for the CD for a certain hotel chain. We get all sorts of calls from people who have issues at their hotel; need their receipt sent to them; or on the rare occasion, want to compliment someone at the hotel. Sometimes the complaints are about serious issues that need addressing; sometimes they just want to bitch for the sake of getting something for free; and sometimes they are real issues, but not as big as people make them out to be. The latter usually starts the call out yelling louder than anyone else, making us not want to help them at all.
Karen started out as the former, but eventually delved into the latter.
Me: CD, may I have your first and last name please?
Karen: Karen (last name)
Me: Hi Karen, have you spoken to CD before?
I proceeded to get all the information I needed to pinpoint her reservation, which allows me to see the hotel she’s at, contact information, ect. After that, I proceed to ask her about why she’s calling.
Karen: There is someone staying here with very violent dogs. They run around off leash, and are always barking at people. I even saw them lunge at the lady at FD. I nearly got attacked in the lobby by this guy’s dogs! I had to leave the hotel because I was too scared to go back to my room!
Me: Oh my gosh, I’m so sorry to hear that. I would be just as upset in your situation, with there being violent animals on the property.
I get a little more information from Karen about the situation, but it’s mostly summarized above. One other thing I did get out of her was that there was another guest who also had violent dogs.
Me: If you don’t mind, I’d like to reach out to FD about this. Mind if I put you on hold?
Karen: Go ahead, but make sure they know they need to kick those people out!
Me: I’ll see what I can do mam’m.
I can’t promise they’re going to be kicked out since I don’t have the authority to do so. All I have power to do is document your case and speak to the hotel on your behalf. Besides, if what she told me was true, then they were probably already half way out the door. Our hotel is very strict when it comes to keeping your animals calm and on leash for this exact reason. Safety is something any company should take seriously.
FD: Hotel, this is FD, how may I help you?
Me: Hi, my name is Matsuyo, and I’m calling on behalf of Karen. She says there’s another guest with some violent dogs on the property?
FD: Oh yes, we already know about him. He’s already been told that he needs to either get rid of the dogs, or leave.
Me: Okay, I had a feeling that would be the case. Karen mentioned there was another guest too?
FD: Oh no, it’s just him. There’s only one other person with a dog here, and he was very sweet. I even got to pet him.
Me: Oh, alright then, I’ll be sure to let Karen know. By the way, she said she was too scared to make it back to her room. Would you be able to escort her back so she can make it safely?
FD: Oh absolutely, I’d be happy to do that for her.
Me: Okay, I’ll let Karen know. Thank you
FD: Have a good day.
Me: You too.
What a nice sounding lady. And, it sounds like they already have everything under control too. I figure Karen must have confused IG’s dog as being one of VDO’s. I like to give people the benefit of the doubt unless they give me reason to think otherwise.
Then… the entitlement hit.
Me: Than you for waiting Mam’m. I spoke to FD, and they said they’ve already spoke to the owner of the violent dogs, and they have already been warned that they need to either remove the animals, or leave.
Karen: Oh good, so they’re both gone?
Me: Only VDO is getting evicted. IG’s dog hasn’t shown any signs of aggression, so we can’t do anything about them.
Karen: But it’s a Pit Bull!
Me: Excuse me?
Karen: I said it’s a Pit Bull! Don’t you know how violent those things are!
Me: Oh, I think I know where the confusion is coming from. While it is true that Pit Bulls are usually bread as fight dogs, they’re only violent if their raised to be that way.
Karen: I am a dog lover, so I know about Pit Bulls, and they are violent by nature!
Clearly, you are not as big of a dog lover as you think you are. Any educated animal lover knows just how poorly Pit Bulls are treated, and that their behavior is a direct reflection of how they are raised. The same can be said about any domestic animal. If you love them, they will return that love unconditionally. If you are violent with them, their natural instinct to protect themselves will kick in, and they will reflect that attitude right back at you.
Me: I can assure you, that is not the case. I myself have met some very sweet Pit Bulls. My sister even has one, and he is the biggest cuddle bug. It just depends on how they’re raised. Now, if you’re still scared, the FD has agreed to walk you back to your room so you can get there safely.
Karen: No! I refuse to stay someplace that allows violent animals in! That’s unsafe, and they will attack people!
Me: Mam’m has that other dog ever attacked you?
Karen: No, but-
Me: Then I’m afraid I can’t do anything. We are not going to evict a guest if they haven’t done anything wrong.
Karen: This is ridiculous! I am leaving, and I am never staying at this hotel again! I’m going to report you online, and tell all my friends not to stay here either!
Me: I’m sorry you feel that way Mam’m, but that is your right if you choose to leave. Just make sure you let FD know so they can get you checked out. Is there anything else I can help you with?
Karen: Clearly not, since you’re obviously not going to help me.
Me: Well, thank you for calling CD, and I hope you have a good day.
I knew she was the type to continue on her rant, so I hung up on her not even 1 second after telling her to have a good day. I can’t stand people like her, who think DNA is the only thing that determines who you are. It’s like saying “all whites are racist” or, “all non-whites just want to steal our jobs”, or “all Christians are homophobic and will damn you to hell if you aren’t one of them”, and other BS like that.
To all my fellow animal lovers out there, give your fur baby some kisses for me.