For context: I work security at a Golf/Ski resort. We are told to be "proactive" with noise complaints, and I was trained to give 3 strikes, Strike 1: friendly warning. Strike 2: More serious warning, followed with a noise complaints fee. Strike 3: Escort off the resort.
Back in February, I received a write-up for a customer complaint claiming I beat on his door, told him he was "being a dick," and that I told him to "Shut the fuck up " and that I told him I'd administer a noise complaints fee if he didn't quiet down after designated quiet hours. Apparently he was "so pissed off" he sat in the lobby for 2 hours to "avoid trouble"(on camera apparantly) and then left early due to my actions, and we had to refund his entire stay.
Here's the thing, though: he lied through his teeth because that never happened (at least the way we interacted. They never showed me this video of the guest in the lobby) .
Here's what actually transpired: The front desk called me, and said room 1017 was complaining about noise down the hall. As security, it's my job to handle that stuff. I asked his neighbor to quiet down, politely, and received no issues. However, the guest who complained was actually being much louder. I could hear him blaring music, his kids laughing and yelling, and a bunch of banging coming directly from his room. I was told by my boss to be "proactive" about noise complaints to prevent any complaints from happening and that I should get them under control beforehand. I was told that even if there were no complaints, if I heard noise like this, I was to issue a strike. So I did just that. I gently knocked on his door. He asked what the issue was and extended his hand to me (I shook it). I politely informed him of our noise policy; I didn't even issue him a strike. All I said was that it was after quiet hours, and then I kindly asked him to quiet down. I told him I didn't want to ruin his stay, and that while no complaints for him existed, I wanted to avoid any potential issues, and then I politely told him about our 3 strike process, and made it clear that he wasn't getting one, but that I would have to if he got a complaint later. He said, "Ok, ok, sir, I don't want any trouble. I'll make sure to quiet down." I smiled and said it was all good and that I wanted him to enjoy his stay. Then he closed his door, and I left. That was the extent of things.
So during the write up my boss told me they had no camera footage or witnesses to this event, but he "did some research" and apparently I brag about being aggressive to guests to other employees, and that the guest waiting in the lobby and leaving early was an "extreme reaction". He also told me, "we have NEVER done noise complaint fees."
He asked if I remembered that night. I crossed my arms and focused on his filing cabinet to think, and apparently, he "felt threatened" (???) by that, which he said was more proof I was lying and that I was "unusually aggressive." It devolved into an argument. I browsed the SoP book (security officer protocols) a few weeks later and it said, right there in the book we are told to follow, that we DO give out noise complaints fees, and I pointed that out to both my bosses and was told they'll "change it". It was, however, never changed and is still there to this day.
Fast forward, and I go from working 3 shifts a week to 2 to 1 to none for a whole month. I only recently started working again after asking if I was going to be scheduled. Plus, I specifically asked the day of the write-up if I could use my personal car to patrol. I was told yes. I've seen other officers do it, my managers do it, even the owner said it was OK. For 4 months, I was using my car with no issue. It's hard to miss, I'm in uniform, people know it's me driving, yet suddenly, tonight, my boss told me he "had no idea" I was using my car all this time, and that it "wasn't allowed". I told him even the owner said I could, and that all we needed were magnets to slap on our cars, which I called my manager for, and he mysteriously didn't remember the conversation. Am I being singled out here? I'm always the last to know of any changes as well.