We are rarely off our game, as you can see by our other reviews, but some staffing and other issues contributed to this guest leaving this review. I'm unclear what she is referring to regarding me "shouting" -- but I do have this to day:
* I was not sleeping in the other room. I was crying. Weeping. When I wiped my tears off my face and walked into the front room, I was verbally accosted by this woman, who's chief complaint was sitting in our well-appointed parlor for a while. While I apologized then, I will apologize again now: I'm sorry that I am not the hotel corporation front-desk employee that you thought I was -- and that I was a lowly human being that cries sometime. Rarely, but sometimes I cry. Most often after our Operations Manager, a beautiful but elusive woman who's last name is also Wade, might I add, left the "company" and returned to her mother in San Diego. So I was looking at my wedding band -- and crying about that -- and crying being over worked. And, again, for that, maam, I am truly sorry. After I dealt with you, I cried some more. And more. And more. We had a bit of extra pillow case laundry the next day due to my silly silly tears of absolute despondency and grief. I'm better now, though! And at the very bottom of this message, you'll see the prayer that has made me feel much better.
* One of the reasons Ms. Lacoursiere had to wait is that I was tied up with issues relating to the Routhland Property. As a result, I have permanently closed the 1817 Antebellum Mansion Routhland -- mostly because this review was the "straw that broke the camel's back." Don't believe me? Well, go ahead and look for the listing on our website or on AirBnb -- or on any of the other OTA's. It's gone, I say, and I made sure that I passed along your disappointment to the owner of that property, and old lady named Catherine who wanted to help offset their Air-Conditioning bill by having a few nice guests. But people who have to wait in the parlor take precedence -- and so the domino effect, Catherine Berteau Lacoursiere, is that there is now a lady who has $850+ dollars less each month so that I can ensure I'm always at home to greet people in the parlor who might have to wait more than 10 minutes.
* Based on Ms. Lacoursiere's feedback, I have terminated the following two hotel-employee trainees who I felt also contributed to the situation that Mrs. Catherine Berteau Lacoursiere experienced by making her wait 45 minutes:
* Jovanti "Geo" Barnes
* Brittany Wall
Both of these individuals were being trained as employees -- but investing in them took up a considerable amount of my time -- time where I could be writing my hands over individuals waiting in our Parlor for 45 minutes while ensuring I don't shout at them.
(On a side note, Geo was so proud of his new job that he had started going back around his "baby momma's house" in order to buy diapers for his two twin babies. He said that everyone was very proud of him -- and he felt like a dad for the first time. )
Providing service to our customers is our #1 aim here at Starlings -- even ones that demand the finest -- including ensuring they wring every last cent out of their stay by extorting an above-and-beyond breakfast for them while at the same time holding the threat of a bad review over the proprietor's head. I went above and beyond to pay for these guests to eat at a local restaurant in order to avoid just such a review as the one you see above -- costing me an additional $60+, which, after firing the trainees and performing the housekeeping myself, offset the profits of this guests stay -- but, now I'm shaking my head and wondering why I even went the distance.
I entered our boilerplate review of this guests before the double-blind system revealed her words above. I was shocked because, by all accounts, this guest left smiling and happy -- saying all is well -- as if I had made everything up to her.
And so, in rembrance of Ms. Lacoursiere, I offer this prayer to God which I hope follows her the rest of her days:
My God Bless and Keep Ms. Lacoursiere . . . far away from us.
With great sincerity,
-- Paul R. Wade
Soon to be Ex-Proprietor of a Closed Hotel
(Website hidden by Airbnb) If We Have More Guests Like Ms. Lacoursiere
(Website hidden by Airbnb) USA