So I get my stuff back and am very cordial with the guy. Now my main goal is to get the maid fired. So the NPA manager starts asking me how my day was. He doesn't know what's going on, so I begin telling him how I extended my stay earlier in the day and found my computer missing. He instantly started to mirror my state with a degree of eerie immediacy. "I only stayed a day so I just lost a toothbrush and deodorant. But I'm just telling you because I want to make sure that the mistake isn't repeated when it really matters...I know how much you guys value yourselves for customer service. I just want to make sure it doesn't happen to somebody staying in a suite or when a conference is in town" (the subtext: get rid of the maid). He perfectly mirrors my state, he even outright says he can totally understand if I never want to come back, and starts talking about comping me a room the next time I want to stay. He begins to tell m how he was just promoted to manager but it doesn't take effect until Monday and writes out my comp on a card. As he's writing I throw in a fake "As you can imagine I was very traumatized" and he continues writing. Then I include "can you just sign in, it might not be awhile until I come back." Of course sir, of course.
So as I am coming back to my room, it still doesn't sit right with me. I feel like he didn't get the message that the maid needs to be canned, that it may not have been her fault but the hotel's fault for her thinking I had checked out. Now I go back downstairs and approach him with "Oh there's one more thing. You know, I don't want to get anybody in trouble.." (OF course I do) "but, well as you can imagine I was upset when I found my computer gone." He instantly snapped in my state. "I have the right to be upset. When I told the maid and she called downstairs, she said that I was going crazy." His NPA eyes got angry, "She said this in front of you?!" "Yeah, she said it on the phone to the guy downstairs right in front of me. I mean, it was the last thing I wanted to hear in that moment." "Oh Sir" he said, "that's not acceptable. we value ourselves on providing the best quality customer service and that is not acceptable, do you know her name? What did she look like?" "She was young. On the second floor." Then I started to put my hand over my face as if to indicate she was of a different skin tone. He wrote the name down and said he had to give it to his manager even though I didn't want to get anybody in trouble. I was like "No, I understand, and I'm telling you, I didn't think it was a fair characterization or the way that I would have expected an employee to respond."
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