its really hard to please a person who refuses to be pleased.

1. WHY would this woman want to be called AT HOME to be updated? Thats just silly. it also displays a lack of confidence in her staff to handle things in her abscense, and if the place will fall down, and burn to the ground if she takes the afternoon off to have a cavity filled. She shows a clear lack of trust in ALL her staff, not just you.

2. Who cares if this man told his family?! its the goal to be accomodating of guests to GET THEM TO COME BACK?! yes? If this man is unhappy, he and his family, and his business partners will chose the hotel up the street next time. Late check outs are a matter of course when issues arise in many folks lives. Perhaps his plane would be delayed, and he didnt want to sit for 3 hours at an airport, when he could be watching a movie on TV. Perhaps he could catch up on business reports in the privacy of his hotel room, instead of trying to cram it all in on the plane, or in the rental car. Retuning phone calls is much easier from a room than a car. Doesnt matter why he needed the extra time, if he wasnt being rude, or a bully, it should be granted. period!

3. Please, know that seeking approval from this person, ISNT going to happen. The sooner you sit down and realize that its HER issue, not yours, the happier you will be. She clearly isnt happy with herself, and clearly carries alot of weight that she doesnt need to be carrying. Isnt that why you were hired? to take on these tasks in her abscense? Did you do a good job? did you do the best you could do without compromising your staff, or the company? Was the customer and the staff happy with the resolution? it seems the only person unhappy was this woman. So....what does that say? You could have been spewing sun and roses, and she would have said "people have allergies ya know, put those flowers away!"

stop beating yourself up. My number one rule is "never have a battle of wits with an unarmed man" she is completely unarmed because she is busy with worry, blame games, stress, and fear that she will have to take a fall for an action someone else took. how sad to live like that. I would pray she finds peace. she clearly doesnt have any.

You did great! way to go!