Incident Report Log

This guest booked her reservation online and wants to have a free upgrade for her room. Me and Sir Mike explained to her that her reservation is non-refundable and this room has no microwave and refrigerator. Guest keeps on provided false complaints like her room smeels like urine and her room should have atleast a regrigerator. If ever guest will cancel the reservation we will provided the cash deposit back to guest and refund online 1 night of her stay as per Sir Mike's advise, and guest needs to call the 3rd party that she booked her resedrvation. Guest keeps being dishonest and this incident happened to her multiple time with other hotels as well as she mentioned by herself.

During check in process the PMS went too slow and lagging. I was logged out in the kiosk during check in of Mr. Jose Lozada of supposed Room 209. Upon getting and connected back to the kiosk, I verified to guest the name that is showing in PMS which is Juan Diaz of Room 121. Upon verifiying the name numtiple times and also the details of the reservation, Jose Lozada keeps on saying yes to the details that I verified. After few minutes, Jose Lozada and Room 121 Juan Diaz went in the lobby because I provided the same room to them accidentally. I explained to Sir Mike what happend and Sir Mike continued the process to guest. Jose Lozada was upgraded for free and he is in Room 253 now.

Created a reservation to a guest as walked in and found out that the guest is minor(20 years old). Informed guest with the help of Nikiya that they are not allowed to check in because they're minor. In this reservation also, upon creating this I accidentally posted a cash payment upon creating the reservation. Ask advise and help from Nikiya and she informed me to just post it as a refund and state that its a accidental posting.

Room 243 - Exzavia Alexander Gaston the guest was over charged the amount of $50.00. During check in, JR already computed the custom amount of $135.31 including Room Rent, Safe Fee, and Deposit, however while collecting the payment, JR forgot to click the waive deposit so the guest was charged twice for deposit fee. The total amount of guest stay should only be $135.31. Will refund the guest upon check out.

The guest decied to check out early because of the incident that happened during check in where guest waited for a long time, and the other reason is that the room that the guest was assigned has no refregirator which is crucial for the guest since they have medical needs. They need the refregirator to put their insuline inside, since his room doesn't have one, they decided to check out early. Room number was 126.

Hello Team, I just wanted to provide an update regarding a guest inquiry. Earlier, I received a message from Carina Williams requesting an update on the refund that was previously discussed and promised with one of our front desk team members. She was inquiring about the reservation under the name of Zedvie Santos. At that time, I was unable to check the reservation because our kiosk and PMS were being worked on by Tech Support. Since I couldn’t access the reservation details, I collected the reservation name, the caller’s name, and the best callback number (9206524346). Once the system was restored, I reviewed the reservation and found that it was booked through an OTA, specifically Priceline, and the reservation was marked as No-Show. I have already informed Nikiya about this reservation. I then attempted to callback Carina Williams, but she did not answer. I left her a voicemail advising her to contact Priceline directly for any updates regarding the refund, as the reservation was not booked directly with our property and refund requests must be handled through the third-party booking provider. Thank you.

parking lot by 132

The guest came wanting to look camera as someone hit and run their car. advise we dont just give advise to call cops and make report and email us everything where we can send those. found out it was 244. I saw the guest advised him to talk to the other guest and figure it out. he was fine he did not know abything about it. he talk with the guest in 132 and they took care of it.

Based on yesterday's incident, the guest decided not to extend their nights. We refunded the security deposit and updated the reservation status to Checked Out in HotelKey.

Room 141 - This is the reservation that was processed by Sera, and the guest was mistakenly charged for (1) night instead of (2) nights. The guest in unhappy about the incident and wanting to check out instead of extending. Mike offered $12.00 for the inconvenience, however guest refuses to extend. (07/15/2026)

Room

The guest, who was staying at our hotel, left a 1-star Google review alleging that the bathroom walls had mold, the floor was dirty and contained trash left by previous guests, there were cockroaches in the room, and the reception staff were rude.

Lobby

The guest has been added to the DNR (Do Not Rent) list. The guest also checked out early, so we refunded the remaining night's room charge along with the security deposit, as instructed by the on-site Front Desk. All payments were made in cash

Hotel

I accidentally issued the keys for Room 142 to a guest who was assigned to Room 147

Hotel

I accidentally issued the keys for Room 233 to a guest who was assigned to Room 223

Lobby

The guest paid the room rent and security deposit in cash and did not collect the security deposit at the time of checkout. The guest came back return and was asking for her security deposit, so i successfully returned her security deposit to her

Hotel

The guest who was staying in room 219 has been checked out. Because it was a code 99

Hotel

Reservation RRI035ABX738 / 232 was accidentally marked as a No-Show, but the guest is actually staying with us. Since it was a 2-night booking, we created a new walk-in reservation for them. We have successfully charged the remaining nights' amount from the original reservation, and the guest has paid a $50 cash deposit.

lobby

said guest came to check in after waiting for her room to be ready and their was a a disagreement about her pets. said guest was irritated and stated she was going to call corporate and kept making threats about corporate and she wanted a refund. nikiya and leah both had stated it was probably best to not let the guest check in if we felt it would be future issues during her stay and had let her know this. leah and nikiya had stepped behind the wall to discuss the situation for a moment and mark on the kiosk called our name as the guest had then passed out onto the floor. when we came out here we seen her and nikiya went to get the husband out of the truck and i called 911. they stated she just needs her meds and has anxiety and panic attacks and depression and bipolar- when the husband came in she started talking and acting ok for a few minutes, ambulance came and took her inside and let her right back out then husband checked in for them and signed guest resolution forms as well-

130

police were called and came up to leah looking for manager because guest son had broken window in room 130- mom called police and he was arrested- guest was asked to leave the room and was told they can not rerent due to issues- no refund will be given and mike has incident report from police as well-

125- 2:20 am cops came, someone called them as he was causing a disturbance and throwing stones in parking lot. guest warning, but still kept coming in and out, yelling, walking outside without shirt, and acting make sure he checks out in the morning. Looks like code 95, so did not have him check out late at night. His room was open, looked his room is bad.

133/lobby

233 was code 95 and was walking around the parking lot around 10:30 pm Room 133(RRI035ABU704 / Mary Rohlwing / Room - 133) was arguing with each other, and he went in the middle, making them uncomfortable. 133 advised him to stay away. Came to the front desk, making racial comments on me. Left, came back after 10 mins, doing the same. Asked him to go to his room and stay there, as he was intoxicated, or we would have to call cops and ask them to check out. Started yelling, left, and was making video of room 133's car. Both guests, a lady and he, came into the lobby, and both started arguing and yelling in the lobby. Asked both to cool down and to go to their rooms, or both would be asked to check out due to disturbance. 233's guest started arguing with me and came close to me. Pretended to call cops, so both leaves. 133 left. The guy 233 stayed yelling and called cops himself. Cops came after half an hour or so. Advised them. They both went to their rooms and would not be coming out. 233's guy came as he was leaving the hotel. Officer talked to him and also gave advice. The officer said that he was intoxicated. advised that if he causes disturbance again, he would be asked to check out in the middle of the night. Final warning was given. 233 I had seen him yesterday, too intoxicated and walking around. 233 is homeless, heard as he was talking to officers. need to let them go as much trouble as possible, more trouble.

203

guest philip rented room and had a non registered guest lelan in room who kept coming to front desk and offering drugs and partially exposing himself to jeni front desk clerk at the time. jeni felt uncomfortable and asked another front desk employee by message how to request to have someone put on dnr so leah the other employee called her and she explained the situation and that point i told her the guest should be put out as it had just happen and he is not registered and he is disturbing other guest asking for drugs and also disturbing front desk staff. the police were called as well and leah went to room with police the registered guest philip left the room with no issues said he did not know the other guy and police arrested the other man come to find out they are brothers. lelan was resisting and their was damages in the room and damage report was done as well their is a incident report from police that was gave to mike as well.

Fire Alarm

> 5:45 pm fire alarm went off as Fire Alarm Bldg A 1st floor Zone 4. Not sure where it was, had walked around and did not find anything. The Fire Department was not able to reset it, as they said they do not know where it is; they walked into all 1st-floor rooms and did not see any fire. They advise contacting our service company to come out and check it, as it won't reset.

Front desk

JOHN THOMAS CROOK had 4 rooms booked from Expedia as they were checking in during the time the fire alarm went off. One of their guest outside asked the fire department person what's going on and how this place is. They advised them to find a different place, as this place has drug and prostitution happening. As they paid and got a room, one of their guest came in and asked to cancel and leave, as they would not want to stay, they said one of the fire department guys told them. As one fire department person came to give the key back, asked him why they would say that, and what information they gave. He said he did not know anything and left.

112

guest said her item was missing out her room