Unhappy Campers
I've never been comfortable around disabled people. It's not a superiority thing; I just get very skittish around anybody with missing limbs, obvious deformations, severe mental shortcomings, and/or no eyeballs. Especially the eyeball thing. People without eyes are terrifying.
If it's any consolation, to those readers who possess any of the above traits (or to those who simply have a lack of tolerance or understanding for a lack of tolerance or understanding), I feel pretty evil about the panicky need to get off the elevator at the same moment a wheelchair rolls on, and I do my very best to pretend like my discomfort is coming from any other source but the real one. Itchy underwear, maybe.
I'm exaggerating a bit, but that's kind of what I do. The point is: when I had a deaf guest with a disabled translator (such a tiny arm) check in, I did my best to give my "I'm totally not bothered at all" smile and check them in to their room. And everything was good. Until an hour later.
An hour later, both guests approach the front desk during the middle of a large rush. I have several lines on hold, and there are at least eight guests waiting to be checked in. The deaf guest, with his tiny-armed translator in tow, storms directly up to the desk, butting in front of the person I'm trying to check in, slams both fists against the marble counter-top, and screams, "I AM NOT A HAPPY CAMPER!"
Of course, because he was deaf, "I AM NOT A HAPPY CAMPER," came out with a very strong speech impediment. Although I didn't quite understand him the first time, he gave me plenty of opportunity to catch up, as he sat there pounding the desk, screaming "I AM NOT A HAPPY CAMPER, I AM NOT A HAPPY CAMPER AT ALL!" for what felt like an eternity. Finally, with help from his translator, I got his attention and had him explain the problem.
Apparently, he had been checked into the wrong type of room. He'd wanted a room with two beds, and I had put him in a king suite. His reservation was for a king suite, meaning that the screw-up had come from somewhere down the line (probably a mix-up from one of the trainees, an easy mistake). I had asked him if the king suite was the correct room upon checking him in, and he had said yes, but there had obviously been some kind of misunderstanding with his translator.
Unfortunately for the unhappy camper, we had completely sold out of rooms with two beds, and I couldn't move him. This news, obviously, did not smooth the situation over. I desperately tried to calm him down by explaining some of the options (the room does have a fold-out sleeper, and we have availability for a double bed tomorrow, so I can at least ensure you the correct room on your second night), but because of his deafness, it was impossible to get his attention. He just kept hammering the desk with his eyes closed, either yelling untintelligibly or just silently fuming.
All the while, I had more calls coming in, and more people piling up in the lobby, waiting to be checked in. Most everybody was trying to look anywhere but the front desk, as the man was making quite a scene, and nobody wanted to be involved with it. The side effect of their awkward silence was a complete isolation of the actual involved parties. The small crowd might have well have circled around us and began chanting. It was just me, the unhappy camper, and the camper's sad-looking translator, all completely unable to communicate with each other. This made me extremely self-conscious about how I was attempting to handle the situation, which led me to me feeling even more exasperrated by my inability to just talk to the raging guest!
The deaf man and his translator had a half-spoken argument about what, exactly, should be done. It was weird watching a conversation in which only key nouns and verbs were spoken.
"Not staying. Ridiculous. Ridiculous. Not a happy camper. Can't believe!"
"Refund? Can we do? Sold out."
Thankfully, the translator threw me a bone and gave me a few seconds of breathing room, by pulling the deaf guest aside and waving one of the people who was waiting to be checked in forward. I began taking care of the new guests, and had a pretty darn good idea.
The new guests were an older couple, who were in a two bed suite. I made the usual small talk with them, asking what brought them to the city and all that happy bullshit. The woman told me that she and her husband were actually in town celebrating their thirtieth anniversary.
I really didn't have any other choice. I immediately offered to upgrade the older couple from a two-bed discount suite to the hotel's best room, the honeymoon suite, at no extra charge. It would have normally gone for almost twice the rate of their room, but sacrificing the extra eighty bucks was the best possible option. They got to celebrate their honeymoon in style (with a bar and a huge jacuzzi bathtub, for those randy old goats), and I got to give the room that they had actually reserved to the very unhappy camper and his droopy-eyed translator.
It took a minute to explain the trade to the deaf guest, because he was still trying to interrupt me by telling me how unhappy he was, but when the point finally got through to him, his attitude 180'd. He grabbed my hand, shaking it vigorously, and repeatedly said, "Good man, you're a good man. Thank you. Good man."
I felt very proud of myself, until I learned that the translator was creeping the hell out of the female clerks on the other shifts by hanging around the lobby and staring at them for the entire duration of their shifts, and asking them very personal questions about their home life and schedule. I considered it half a victory, at least, because the older couple were quite happy with the new arrangements.