Update-so they rejected the 25% off, refused to leave until the cops were mentioned then took off. Apparently they had been on the dnr more than 2 years ago but because the profiles purge after 2 years it erased that.

So I am front office manager and was working night audit last night when this family checks in. Nothing at all happened during the check in other than before they went up to their room they had me charge a water to their room. I was doing inventory of our sundry shop so I said I definitely could and that was that. Then this morning i get a message on teams from my AGM

AGM: hey did the guests in 318(not the actual room) complain about the room to you last night?

Me: no they didnt make a peep once they left the lobby. I didnt see a soul after them till breakfast came in. It was honestly a great night. Why whats up?

A: They complained that the toilet was clogged and the mirror has smudges and dirty spots all over it. They complained that they reserved two queen beds and had to pay more for the suite which we had 2 queens available and they shouldn't be charged more. I offered 10% because they were refusing points. So, then our gm went out there and told them that after reviewing cams that they were not being honest.

M: yeah they were fine so thats odd

A:He said he would discount the 25% but nothing more. And they are now on the DNR list.They weren't happy with that, but they also were caught in a lie and was called out on it. So they stormed out. When they came back down to get sundry stuff she said that's when she told you everything and the guy said you were too distracted in the express shop to care. Mentioned that you were making notes for the manager.

M: Yeah the cameras will show they got the water before going to the room.

If you are gonna make up stuff dont lie when there's cameras in place lol