An Undercover CEO goes incognito within her company to observe how managers make important decisions. She witnesses a difficult choice between an entitled employee who expects special treatment and an ambitious employee who works hard and stays committed.
What the manager doesn’t realize is that the CEO is quietly watching how fairness, leadership, and employee potential are being judged behind the scenes.
As the truth comes to light, the powerful lesson about recognizing dedication, rewarding hard work, and making fair decisions becomes undeniable, leaving everyone to reflect on what true leadership means.
👀 Watch until the end for a dramatic and eye-opening reveal.
🚀 Subscribe now and hit the 🔔 bell icon so you never miss an episode!
#UndercoverCEO #LeadershipMatters #WorkplaceDrama #LifeLesson
What the manager doesn’t realize is that the CEO is quietly watching how fairness, leadership, and employee potential are being judged behind the scenes.
As the truth comes to light, the powerful lesson about recognizing dedication, rewarding hard work, and making fair decisions becomes undeniable, leaving everyone to reflect on what true leadership means.
👀 Watch until the end for a dramatic and eye-opening reveal.
🚀 Subscribe now and hit the 🔔 bell icon so you never miss an episode!
#UndercoverCEO #LeadershipMatters #WorkplaceDrama #LifeLesson
Category
🎈
FunTranscript
00:00By the end of this month, I'll have to let one of the two of you go.
00:03Wait, what?
00:06Why am I being put on the chopping block?
00:10I mean, I get it, Miss Newby over here, but I have been here for five years.
00:16Your work ethic is absolutely pathetic.
00:20Look at this complete mess you've made of the workstation and your appearance.
00:25This is supposed to be a professional establishment.
00:29Start acting like it.
00:32Okay.
00:33Okay, Jenna.
00:34You got this.
00:36Remember what we talked about.
00:38Big smile.
00:40Direct eye contact.
00:42Everything's fine.
00:43Nothing's wrong.
00:45Yet.
00:47Everything's fine.
00:50You're fine.
00:52Maybe I should just get some water.
00:56Oh, hi.
00:58Talia.
00:59Uh, how, how are you?
01:02I've been better.
01:04I cannot believe that they have me coming on my lunch break to talk to Zap.
01:10I had reservations at that sushi restaurant down the street.
01:14I had to cancel, and now I can never show my face there again.
01:20This better be about my promotion, because if it's not, I'm going to sue the whole company.
01:25Yeah, I'm sorry to hear that.
01:28That sounds really annoying.
01:32Very.
01:33So, what are you here for?
01:35Did you get an HR violation for that ugly dress?
01:39Yeah, I'm kidding.
01:41Okay.
01:42Yeah.
01:44No, I'm actually funny enough here to see Zap, too.
01:50Oh, yeah?
01:51What for?
01:52Uh, I'm not sure, but from the tone of his email, it does not sound like good news.
01:57Well, he's a downer, but that sucks.
02:03Anyways, I hope they talk to me first so I can get my promotion, because I think I can make
02:08it down to that coffee shop down the street if they hurry up.
02:15This is ridiculous.
02:17I've been here for five years, and this is the respect that they give me for my time.
02:23Man, what I wouldn't give to have been here for five years.
02:28Say, do you have any tips for me on what I could say to Zap to get him to let
02:34me stay here?
02:35I just really like it here, and I don't want to be fired.
02:39You've just been here for so long, you have to have some advice for me, right?
02:44The one piece of advice I'll give you, and trust me, this is the only thing you'll need.
02:50Talk to Zap like he's a kid.
02:53What?
02:54What do you mean?
02:56Yeah, just talk to him like he's ten.
02:59Well, fifteen, because he did go to community college, and if you go in already knowing that you're better than
03:07him, he'll crumble under your thumb.
03:09That sounds really patronizing.
03:13It's called playing chess.
03:16And our boss, Zap, he plays checkers.
03:20I don't know about all of that.
03:22I just don't really understand why you don't understand this.
03:26You have to eat the worm before the worm eats you.
03:30Got it?
03:31I don't think I've ever heard that expression before.
03:36But, uh, I totally see your point.
03:39Thank you for all of the advice.
03:41I appreciate it.
03:42Oh, you're so welcome.
03:45It's like my favorite thing to be a mentor.
03:50Hello, ladies.
03:51Thank you for coming by, Miss Athena.
03:53Oh, hi, Zap.
03:55I was just telling Jenna how excited I am for our meeting, and thought we'd get to spend some quality
04:02time together.
04:04Right.
04:06Uh, it's nice to see you, too, Talia.
04:09Um, but I'm afraid that the reason we're gathering today isn't so great.
04:14I'm sorry, Thack.
04:16What's going on?
04:17As you guys may have known, the numbers here this quarter are at an all-time low.
04:22Um, they're coming down on me.
04:24Basically, we have to consolidate departments and their subsequent positions.
04:27Oh, that's great.
04:30That means more money for those of us who stay, right?
04:33Uh, again, not exactly.
04:36Our analytics show that our department is going to get cut back as well, which means that by the end
04:41of this month, I'll have to let one of the two of you go.
04:44Wait, what?
04:47Why am I being put on the chopping block?
04:51I mean, I get it, Miss Newby over here, but I have been here for five years.
04:57I understand.
04:58I understand that this may come as a surprise to you both.
05:01And trust me, if there were any other way that I can go about this, Talia, I would.
05:05That being said, I'm now left stuck with the decision of choosing between a new hire or a veteran in
05:12your position whose performance has been lacking.
05:17Excuse me? Lacking?
05:20Needless to say, I brought you both here to have a conversation.
05:23I want to pick your brain a little bit, hear your thoughts and ideas and how you feel about things
05:27before I move on and make a decision.
05:29That being said, who would like to speak to me first?
05:33First, this is absurd.
05:37Obviously, I will go first.
05:40Great. Thank you, Talia. Follow me to my office, please.
05:44I am so, so sorry, Jenna.
05:49Really, truly.
05:52Good luck with finding a new job, because once I get done talking to him, obviously you won't need to.
06:02Thank you. Seriously, it was really, really nice knowing you.
06:15Thank you for stopping in, Talia. I appreciate you coming to speak with me.
06:20No problem. Anything for my favorite boss.
06:23Right. Well, I brought you in today to talk about your recent performance and follow up and see about your
06:31future in the company.
06:32Hey. No worries, boss. I'm aware that my recent performance hasn't been up to par, and I appreciate the opportunity
06:42to discuss it with you, but come on, you know me.
06:46This is just a small bump in the road. Once again, I have been here for forever.
06:53I've always appreciated your enthusiasm, Talia. I appreciate it, but quite frankly, your performance has been low, so I just
07:01wanted to understand from you firsthand why you think you should stay with the company.
07:04Okay. First of all, I just want to emphasize that my recent struggles are not reflective of my overall abilities
07:15or commitment to the company, okay?
07:18After all, my father is one of the biggest investors here. Why would I want to sabotage that?
07:27There have been some accentuating circumstances that, in my personal life, that have impacted my focus and productivity.
07:39I see. And, um, can you elaborate on these, uh, extenuating circumstances?
07:46You see this? The truth is, Zach, I am not as put together as I seem, okay? Um, my hair.
08:01It is all wrong. The color is all wrong. I went to a new salon, and they did my color
08:08so wrong.
08:09I see. So, your lack of productivity and, uh, your management, uh, issues have pretty much stemmed from a salon
08:18error.
08:19I know. It is a tragedy. But, hey, uh, I am confident that as soon as I fix it with
08:28some, like, therapy, thanks to Daddy's credit card, I will be back to my old self and able to turn
08:35things around with my performance.
08:37I understand. I understand. I understand that that'll help your personal life.
08:41Taya, but quite frankly, I'm going to need something a little bit more concrete, um, to follow your performance up
08:46here.
08:47What steps would you take to help your current performance status?
08:51Well, I have been considering asking for a promotion. I think that if I had more responsibilities, you know, maybe
09:03it would make me want to work harder and motivate me to improve my performance.
09:08Uh, maybe a change in role would be what I need to turn things around.
09:13Yeah, I don't know about that, Taya. I appreciate your, uh, tenacity and your desire to do more, but, uh...
09:20Listen, uh, Zach, we can keep going back and forth like this, but I think that we should just cut
09:26to the real bone of this conversation.
09:29The bone of the conversation?
09:31My dad, uh, Mr. Mildred, as you know, makes up 40% of the investments that go into this company.
09:40Now, if his daughter were to suddenly, uh, I don't know, be fired from her position at said company,
09:48I'm sure he would not be too happy. Do you know what I mean?
09:53Uh, I think I see what you're saying.
09:55Yeah, uh, on the other hand, though, if his daughter were to not only retain her position at said company,
10:02but also be promoted,
10:05perhaps he would be pretty eager to invest even more into the business.
10:10Right. I-I-I see where you're coming from.
10:14You've had several great points I've made here.
10:17Um, you know, that's all I really have.
10:20Thank you so much, Talia, for coming to speak to me and taking time out of your day, and that's
10:24all the questions I have for you.
10:26Wow. Really? That was something easier than I thought?
10:30Okay. Great. I will go tell Jenna that she can start packing her things.
10:35Oh, goodness. This is taking a really long time. That is not a good sign.
10:40Oh, Jenna. Time to go ahead and pack up your things, because...
10:45I think you're going home.
10:47Now, wait a second, Talia.
10:48Yeah. Jenna, I wanted to talk to you and ask you a few questions, but is it okay if we
10:53do it right here?
10:54Yes. Yes, of course.
10:55Great. Jenna, why do you want to work for this company?
10:58Synergy Enterprises is a leading force in the sustainable education resources movement,
11:03and I just, I really want to be a driving force that takes part in making these resources and opportunities
11:10accessible for other people.
11:11I see. I see. And if allowed to continue your position, what steps would you take to ensure that our
11:17company thrive?
11:18I would pour my heart and soul into collaborating with my team to make sure we come up with the
11:25most effective
11:26and efficient solutions to make sure that this company runs smoothly.
11:30Absolutely wonderful. Thank you. I think I, uh, heard all I needed to hear, right?
11:36So, Jenna, I wanted to ask you, how would you like to continue to work with this company and also
11:41enjoy a new promotion?
11:43Wait, wait, what? Did you forget about me? Did you forget about everything that we just talked about in their
11:50Zach?
11:51No, of course not. As for you, Talia, uh, you've been riding off your father's success for far too long.
11:58I mean, your presence here has become parasitic, and I couldn't have somebody on my team who doesn't believe in
12:03the mission,
12:04and your behavior alone is a hindrance to what we're trying to do.
12:08Talia, I'm going to have to ask you to gather your things and go.
12:12Huh, fine, fine, fine. That's fine. However, you are both going to regret this. I am going to call my
12:20father immediately.
12:22I think we'll live.
12:24Jenna, are you ready to start your new position?
12:29Absolutely. Thank you so much for this opportunity. You can definitely count on me.
12:33I know I can.
12:40What do you call this mess, Kristen?
12:44Uh, I'm sorry, what mess?
12:46The technique you're using for making coffee? You're like a tornado. Look at this station. It's completely wrong.
12:53How did someone so incompetent manage to keep a job here for this long?
12:58Look at how long you're taking with every single order. Can't you do anything right?
13:03I was following the exact procedure we discussed yesterday during our meeting.
13:08Don't you dare make excuses with me. You're a constant disappointment, Kristen.
13:12I'm this close to finding someone who actually knows how to do this job properly.
13:18I understand you want efficiency, but I need to follow proper safety protocol.
13:22Pathetic! Your work ethic is absolutely pathetic.
13:26Look at this complete mess you've made of the workstation and your appearance.
13:33This is supposed to be a professional establishment.
13:36Start acting like it.
13:38Uh, I...
13:40I...
13:40Oh, now you're going to cry?
13:42Are you kidding me?
13:44Stop being so weak and pathetic.
13:47Crying won't fix your complete incompetence.
13:52That's right.
13:53Run away like a little child who can't take some constructive criticism about their poor performance.
14:06Good morning.
14:07Welcome to our coffee shop.
14:09Is there anything I can get for you today?
14:11I, um, yes.
14:13Could I just get a muffin, please?
14:14Absolutely.
14:15I'll bring you our freshest muffin right away.
14:18We pride ourselves on excellent customer service here.
14:27Stop being such a baby about everything.
14:31Those tears won't get the work done that needs to be finished.
14:34I need a coffee and a muffin prepared immediately for the customer at the corner table.
14:39Think you can handle something so basic without messing it up like everything else you touch?
14:45Yes, I understand the order.
14:47Good.
14:48The customer is waiting and getting impatient.
14:50Any delays will reflect poorly on your already questionable performance around here.
14:55Make sure you don't embarrass yourself or this establishment in front of that customer.
15:00We have a reputation to maintain.
15:15Here's your muffin.
15:17Made fresh this morning.
15:18Thank you very much.
15:20Um, are you alright?
15:23You seem upset.
15:25Everything's fine.
15:27Thank you for asking.
15:28I hope you enjoy your order.
15:30I, I'm sorry.
15:33I couldn't help but notice the interaction with your manager.
15:36It seemed quite intense and unprofessional.
15:42Emily has very high standards for all of us.
15:45She's extremely demanding about maintaining quality.
15:52You know, it looked like more than just demanding standards from where I was sitting.
15:58Uh, yeah.
15:59She assigns me tasks that aren't really part of my job description.
16:04Makes me work extra hours without proper compensation.
16:09I feel like I'm constantly walking on eggshells around her.
16:13And how long has this kind of treatment been going on?
16:16Um, several months now, and, um, it just keeps getting worse, like, every week.
16:23And she humiliates me in front of customers, just like you saw, gives me impossible deadlines,
16:29and then criticizes me harshly when I can't meet them.
16:32Do other employees experience the same kind of treatment?
16:35Unfortunately, yes.
16:37Everyone who works here is afraid of her.
16:40Several good people have quit specifically because of how she treats the staff.
16:45The worst part is that I genuinely love working with coffee.
16:51I love helping customers and creating a welcoming atmosphere.
16:56But I absolutely dread coming to work every single day now.
17:01Have you considered reporting this inappropriate behavior to someone higher up?
17:06To who exactly?
17:08She is management here.
17:10And, honestly, I kind of desperately need this job to pay my bills and support myself.
17:16What if someone with more authority than her could help you address this situation?
17:22Why are you so interested in my workplace problems?
17:27Are you from corporate headquarters or something like that?
17:30Let's just say I might be more helpful than you think I am.
17:36I should really, um, get back to work before she notices I've been away from my station too long.
17:42Thank you for being honest with me about what you're experiencing here.
17:46I have a feeling things might change sooner than you expect.
17:55Oh, you actually know where the creamer goes.
17:59Surprise, surprise.
18:07How was everything this morning?
18:09I hope our services met your expectations.
18:11The muffin was excellent.
18:14Wonderful.
18:15I do hope Kristen didn't bother you with any unnecessary conversation
18:20or personal complaints.
18:22Actually, Kristen provided absolutely excellent service.
18:27She wasn't bothering me at all.
18:28Quite the opposite, in fact.
18:30Well, that's surprising to hear.
18:34She has a real tendency to overstep professional boundaries
18:38and make customers uncomfortable with inappropriate personal behavior.
18:43To be perfectly honest, I've been actively looking for a suitable replacement.
18:48Her overall performance has been consistently disappointing and unprofessional.
18:53She's unreliable, unprofessional, and completely unsuited for customer service work.
18:59I don't know how she's managed to stay employed here this long.
19:04Right.
19:05I plan to terminate her employment very soon.
19:07She's just not cut out for this type of work environment that requires competence.
19:11Okay, you know what?
19:14That's enough.
19:15This stops right now.
19:17Excuse me?
19:18I'm not sure what you mean.
19:19I'm Sarah Mitchell, the CEO of this entire coffee chain.
19:24And I came here undercover specifically to investigate reports
19:28of serious management problems at this location.
19:32Right.
19:32And I suppose I'm the Queen of England.
19:36You're what, maybe 25 years old?
19:39CEOs don't dress like college students and sit alone in coffee shops.
19:42Would you like me to prove it to you?
19:44This has got to be some kind of elaborate prank or joke.
19:49There's no way you're actually a CEO of anything.
19:52Here.
19:54Let me see this article.
19:57Oh my God.
20:00You're actually...
20:01This is really you.
20:05Yes, it is.
20:07And I've witnessed your behavior firsthand for the past hour.
20:11Congratulations on all your incredible success.
20:14It's absolutely wonderful having such a young, successful woman leading our company into the future.
20:21You know what?
20:22Don't even try it.
20:23I don't want to see that approach.
20:24Just don't.
20:25I want you to understand that I maintain very high standards here.
20:29It's all about productivity and operational excellence for the company.
20:33What I observed wasn't about standards.
20:36You publicly humiliated another amazing woman who's been working incredibly hard under completely unreasonable and hostile circumstances.
20:46I want you to explain that behavior to me.
20:49Look, it gets very stressful managing a busy location like this one.
20:54Sometimes the pressure to maintain productivity and meet corporate expectations gets really intense.
21:01You see, that's not an explanation for your conduct.
21:04That's just a weak excuse for inexcusable behavior.
21:06I've been under a lot of personal stress lately, and maybe I haven't been managing the team as effectively as
21:13I should be.
21:14You're terminated from your position here, effective immediately.
21:18You've deliberately created a hostile work environment and demonstrated a complete lack of professional leadership skills.
21:25You can't be serious about this.
21:27You don't understand what it really takes to run a location like this successfully.
21:32I'm completely serious.
21:34Pack your personal belongings and leave the premises immediately.
21:38Kristen, I am promoting you to manager of this location.
21:43Your dedication, professionalism, and genuine care for customer service, despite working under these terrible conditions, is exactly what this company
21:52needs and values.
21:55Are you being serious right now?
21:57Is this really happening?
21:59I am completely serious.
22:01You've earned this opportunity through your character and your work ethic.
22:05This is completely ridiculous and unfair.
22:08You have absolutely no idea what it actually takes to manage a staff and run a profitable location like this
22:14one.
22:15I know it doesn't require harassing and abusing employees on a daily basis.
22:19I was maintaining discipline and ensuring quality standards.
22:24That's what an effective management requires in a competitive business environment.
22:29What you were doing was creating a toxic workplace that drives away good employees and destroys morale.
22:35This won't look good for the company when people hear about how you treat experienced managers who have been working
22:41hard to maintain operations.
22:43You know what? I think people will be very supportive when they learn we don't tolerate workplace harassment and abuse
22:50of our valued employees.
22:55I honestly can't believe that someone actually witnessed what I've been enduring here and took decisive action to address it.
23:03No employee should ever have to tolerate workplace harassment and abuse.
23:08Protecting our staff members is a fundamental responsibility of good leadership at every level.
23:14Thank you so much.
23:15I promise I won't let you down in this new position.
23:19I already know you won't.
23:20You've proven your character and your capabilities under the most difficult circumstances possible.
23:27I'm going to have someone from corporate headquarters reach out to you today about your new management position.
23:31We'll talk about training requirements and, of course, your salary adjustment.
23:36I'm still trying to process all of this.
23:39Feels like a dream.
23:42Take all the time you need.
23:43You have more than earned a fresh start and the opportunity to leave this location the right way.
23:50And, Kristen, keep being the amazing and dedicated woman you are.
23:56This company is very lucky to have you.
24:08Well, good evening, sir.
24:09How can I help you?
24:11Yeah, I, look, I booked a queen suite here through some online deal.
24:16But I got this email saying I got a king suite instead.
24:20Now, I'm looking at this king suite and it's just a king bed and a sofa.
24:25That's not going to work.
24:26I need the queen suite back.
24:28Well, I see what you're saying, sir.
24:30Let me take a look at the computer and see what I've got.
24:34Can I get your name, please?
24:35Yeah, Eric Stilwell.
24:37Eric Stilwell.
24:39Got it.
24:43Well, unfortunately, it does look like the queen suites have all been occupied since your original booking was made.
24:50I think the issue might have been with your third-party agency that you used to book the room.
24:55It looks like they booked the king suite instead, perhaps on accident.
25:01I understand this is frustrating, but we can offer the king suite with a pull-out couch.
25:07Or, if that's not satisfactory, I can help you cancel the reservation without any penalty.
25:13No, no, no, no.
25:14That's not going to cut it.
25:16I specifically booked a queen suite because I need the extra bed.
25:20So you're telling me there's nothing else available?
25:23What about other rooms?
25:24Someone might not have shown up yet, right?
25:27Well, I truly wish I could offer another solution, sir.
25:31However, all of our reservations are confirmed, and we simply can't just reassign rooms without prior notice.
25:39It's a matter of policy, and it's also respect for the privacy and plans of all of our other guests.
25:44Policy.
25:45Come on.
25:46There has to be some sort of workaround.
25:48You're telling me if somebody booked a room and they haven't checked in yet, you can't just switch things around?
25:55That doesn't make any sense.
25:56It's got to be some flexibility.
25:58I completely understand where you're coming from, and I apologize for any inconvenience.
26:04Our goal is to always accommodate our guests the best we can, but we also have to adhere to our
26:12booking policies.
26:12This ensures a fairness and privacy for everyone.
26:16Fairness.
26:17Yeah, well, what about my situation?
26:19How is this fair to me?
26:20I booked a room that I should fit my needs, and now I'm stuck because some fine print.
26:26Sir, I assure you, it's not about fine print.
26:30It's standard hotel operation to honor reservations as they are booked.
26:35Changes can result in complications like this, and we are trying to manage it as best as we can.
26:43Would you like to keep the King suite, or should I proceed with a cancellation?
26:48Keep the King suite?
26:49For four people, really?
26:52You think a pull-out couch and a King bed are enough for adults?
26:55Come on!
26:56That's your professional recommendation here?
26:58I am merely presenting the options available within our current bookings.
27:03If the King suite doesn't meet your needs, the cancellation is fully refundable.
27:08I can assist you in finding accommodations nearby.
27:12There are several hotels in the area that may have the room that you're hoping for.
27:18You've got to be kidding me.
27:19This is ridiculous.
27:20You're not being helpful at all.
27:22You know that, right?
27:24You know it.
27:25I'm not asking for the moon.
27:26I just want the room that I booked.
27:29Sir, I'm truly sorry for the frustration and inconvenience this situation has caused you.
27:36But the King suite is the room that you booked.
27:40I'm just hoping to help within the constraints of what we can offer.
27:45The King suite or cancellation are the immediate solutions available.
27:50I'm sorry.
27:51I'm sorry.
27:52This is unbelievable.
27:53You're basically telling me that I can take it or leave it after messing up my reservation.
28:00Is this the kind of service you guys provide?
28:02I apologize if it seems that way, sir, but I promise the mistake was not on our end.
28:08It's certainly not our intent to provide anything less than satisfactory service.
28:14Our aim is always to ensure our guests feel welcome and taken care of.
28:20I understand this situation is far from ideal and I'm genuinely sorry for any distressed
28:25cause.
28:26Well, sorry is not good enough.
28:28This is not what I expected when I booked this place.
28:32I have to think about what I'm going to do next, but this isn't over.
28:52Hey, hey, so there you are.
28:55Oh, hello again, sir.
28:57How can I help you?
28:58Oh, this is just great.
28:59You know, here I am trying to have a nice weekend away and now this, so you're telling
29:05me there's still nothing that you can do.
29:08Come on.
29:09Think outside the box.
29:10I'm sorry, sir, but there is nothing that has changed since our earlier conversation.
29:18Yeah.
29:18Well, clearly you're not trying hard enough, sir.
29:21I've checked all possible options within our hotel availability.
29:26I understand your frustration and I'm doing my best under those circumstances.
29:32If there were any way to accommodate your request, I would not hesitate to do such.
29:40You're best?
29:41Your best is telling me to sleep on a couch?
29:45I didn't drive all the way here to deal with this kind of nonsense.
29:48You're a hotel.
29:49You're supposed to have rooms.
29:50It's literally the one thing you need to get right.
29:54I truly feel for your situation, sir.
29:57But the hotel is fully booked tonight and your original room type was changed based on the
30:04information provided by your booking agency.
30:08Oh yeah, sure.
30:09Now let's blame the booking agency.
30:11I booked a room that was supposed to accommodate four people comfortably.
30:16Anyone with a brain can see that a king size bed and a sofa isn't suitable for that.
30:22Look, you guys should have known better and fixed it before I even got here.
30:26There was no way we could have known what your situations and needs were before you checked in.
30:32I want to help.
30:34I really do.
30:35I promise.
30:37But my hands are tied in this situation.
30:40Your hands are tied.
30:41Well, that's just great.
30:43You know, in any other business, if you can't provide the service, you make it right.
30:48You don't just shrug and say, oh, well, our hands are tied.
30:52You find a solution.
30:53It's not rocket science.
30:55I understand that, sir.
30:57And in many cases, we are able to find alternative solutions for our guests.
31:03This is an exceptional situation where our occupancy and existing reservation limit our flexibility.
31:12I wish there was more I could do.
31:15I wish I could resolve this situation to your satisfaction.
31:20Exceptional situation, huh?
31:22What's exceptional is how quickly this place went from a decent hotel
31:27to a complete joke?
31:28I can't believe this.
31:29You know what?
31:30Where's your manager?
31:32I want to speak to him right now.
31:33I currently am the manager on duty, sir.
31:37And I assure you, I have full authority to address and resolve guest concerns to the best of my ability.
31:44If you'd like, I can take down your contact information and have our general manager reach out to you
31:51first thing tomorrow morning.
31:52Manager on duty.
31:54So you're the best they got.
31:56Oh, that's just perfect.
31:58You know what?
31:58Forget it.
31:59This is pointless.
32:01I'm not getting anywhere with this.
32:02And you know what else?
32:03This is not okay.
32:04You're going to hear from me on every review site, social media, you name it.
32:11I'm going to make sure that they know exactly what accommodations mean at this place.
32:16Sir, I regret that you feel that way and that we have reached this point.
32:22But you are free to express your opinions however you'd like.
32:27But our hotel truly strives to do its best, including here with this situation.
32:34Save it.
32:35Your apologies and regrets aren't worth much at me right now.
32:38What am I supposed to do?
32:40Tell my friends, oh, sorry, the hotel messed up, but at least the receptionist was polite about it.
32:45I understand your anger.
32:47Unfortunately, if none of the alternatives I offered sound possible,
32:53my option to assist you further are limited.
32:57I'm truly sorry for the inconveniences and frustrations this has caused.
33:02Yeah, you're sorry.
33:03I get it.
33:04But sorry doesn't fix my problem, does it?
33:07You know what?
33:07Just forget I asked.
33:09It's clear I'm not getting anywhere with you.
33:11I'll have to figure out something out myself.
33:14Sir!
33:16And for what it's worth, you completely ruined my weekend.
33:20Thanks for nothing.
33:24Hello, police department?
33:26Yes, I need you to come out immediately.
33:29We have an unruly guest and I'm writing for our staff and for our guest.
33:35Yes, thank you.
33:53Sir, what are you doing?
33:55I told you I would make you regret turning us away and now you have to face the consequences.
34:02So, are you going to find a solution for me or are you going to just stand there?
34:07I've explained the situation and our limitations.
34:11I've done everything within my power to assist you.
34:14If you continue to threaten and disrespect our hotel, I'll have no choice but to ask you to leave.
34:21Ask me to leave.
34:23Yeah, that's how you treat your guests here, huh?
34:27Well, I'm not going anywhere until you fix this mess.
34:31Because I paid for a service and I expect to get what I paid for.
34:35Understand your frustration, sir.
34:37But threatening staff and causing a scene is not going to resolve the situation.
34:42Nothing more you can do, huh?
34:45That's all I've heard since I got here.
34:47What kind of hotel is this?
34:49Sir, I have offered you a full refund.
34:52Assistance with finding another hotel, even.
34:56A refund?
34:57Do you think a refund is going to solve everything?
35:00Where am I supposed to go at this hour?
35:03You've not only ruined my night,
35:06you've ruined my whole weekend.
35:08Please, sir, just calm down and let me help you.
35:13I don't want your help.
35:15I want what I paid for.
35:17It's not that hard to understand.
35:19You know what?
35:19I'm not leaving until this is resolved.
35:22And I will sit right here if I have to.
35:26I got news about possible disturbance.
35:28What seems to be the problem here?
35:32Finally, someone who might actually be able to get something done.
35:36Look, this hotel is refusing to give me the room I booked.
35:39They're completely incompetent.
35:41Officer, we've tried to accommodate Mr. Stilwell as best as we can.
35:47He's been offered alternatives and a full refund.
35:50But he's become increasingly aggressive and has made our staff feel threatened.
35:57Okay, let's all take a second.
35:59Why don't you start by telling me exactly what went wrong from the beginning?
36:02Okay, this is ridiculous.
36:04I booked a room for four, got here, and they're trying to shove me into a room that's clearly not
36:09what I paid for.
36:10They're not helping me at all.
36:12They say nothing they can do, which is nonsense because hotels deal with this stuff all the time.
36:18I understand you're upset.
36:20You're tired and things haven't gone as you planned, but yelling and threatening isn't going to solve anything.
36:26This is absurd.
36:27I'm the victim here.
36:29Nobody's saying you don't have a right to be upset.
36:32But there's a way to handle these situations that don't involve threats of tearing up the place.
36:37Now, if there's a way to resolve this peacefully, I'm all ears.
36:41But we can't have you continue on like this, sir.
36:44Peacefully.
36:46She's the one being unreasonable.
36:48I just want what I booked.
36:50That's it.
36:51Is that too much to ask?
36:53If I don't get what I paid for, I'm going to trash this place so that nobody can enjoy it.
36:59All right, that's enough.
37:00Sir, you're coming with me.
37:01No, I'm not going anywhere until I get to the room that I paid for.
37:04Yes, you are.
37:05You've terrorized this hotel and this lady enough.
37:07Let's go.
37:08Let's go.
37:09Come on.
37:09Let's go.
37:11Thank you, officer.
37:13We'll take it from here, ma'am.
37:14Your hotel's safe.
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