Fake it till you make it.
I just spoke to Mary informing her how our guest was displeased about a water leak that led to a musty ordor in his hotel room. And when they moved him to a different room there were he found a roach in the morning. I explained to her the problems and she was nice to help. I called back a split second later and as she picked up I heard her tell her coworker how stupid I was. Just because we booked the hotel through hotwire, does that mean the service is suppose to be discounted as well? If she wants to talk about a customer I believe she should do it in a manner where she didn't get caught. This is the most absurd situation I have ever dealt with in any customer related service. I hope with a new owner Red Roof Inn will keep in mind to not just remodel the building but to remodel their staff as well.