The very large man who called himself the "Head of Security" was extremely rude and unprofessional, and lacked the understanding of how to handle a situation without intimidation. My husband and I had came to The Liberty hotel earlier in the evening to enjoy a couple cocktails before having a late dinner somewhere else. My husband paid gave his credit card to the bartender, but it took a long time for him to return it, so we forgot to collect it before leaving for dinner. Once my husband went to pay for our dinner, we realized he left his credit card at The Liberty hotel. So, we headed back to the hotel, which was around midnight. The hotel bar clearly does a good business at nighttime as there were two security men at the door. We explained our situation to the larger man, who called himself "Head of Security", and he said that only one of us could go in to collect the credit card, while the other had to wait outside in the rain. The credit card had my husband's name on it, so he had to be the one to go inside. While I waited for him, I said nothing to either of the security men. I watched numerous other people go in, while I was waiting out in the rain, so there clearly wasn't a capacity issue. When my husband returned, I simply asked both security men what their names were. The shorter man said his name was Carlos, while the larger man said that all I needed to know is that his name was "Head of Security", immediately coming off as very combative. Carlos then asked me why I wanted their names, and I said that I was not happy with how they treated me, making me wait out in the rain, while numerous other people went into the hotel, so I was going to let management know. Again, I turned to the larger man, and asked what his name was. Again, he repeated "Head of Security". I responded that I didn't believe that his actual name was "Head of Security", so I then asked what his mother named him. He leaned forward towards me and replied "Oh, so you want to go there?" I honestly have no idea what he meant by that. I was very much caught off guard by his confrontational manner. I was not insulting him or any one in his family by that question. I was clearly looking for just his name and that's it. However, clearly realizing that this form of the question struck a nerve, I rephrased. I then asked him what his employer calls him. Now, he continuously repeats that he's "Head of Security" multiple times. I am not sure what the hotels policy is on employees providing their names to patrons when they're asked for them, but I think it's completely unreasonable and unprofessional to not provide them. If these employees don't think they did anything wrong, they should have nothing to hide, especially their first names.
Someone who was behind the security men then asked if there was a problem, and I said yes, I would like to speak to management. He went to the front desk, but came back shortly after saying that the front desk said no one could come out right now, and that he was with some company co-hosting an event there, so he did not have the authority to help any further.
I thanked him for trying to help and stepped away from the security men. I then called the front desk, explaining the situation and very quickly they responded that no one could come to the front of the hotel. I then asked to speak to upper management and he said that upper management was not there, and if I didn't have a question, he would have to hang up. I asked him for a name I could contact the next day when upper management was back in the hotel, and he gave me the name Phil. I then asked for his name, which he replied "Tom".
All and all, I am extremely disappointed at how the employees of The Liberty handled the entire situation. Many people were very rude and evasive, and made the whole situation way worse than it needed to be. My husband is a platinum member at SPG, and we generally get treated very well by SPG hotels. That is why we chose to be loyal to them. However, the disrespect and combative staff of The Liberty hotel are a sad exception. Clearly the man who called himself "Head of Security" is used to getting his way through intimidation and unfortunately did not have the communicative skills to have a civilized conversation. It's unfortunate that SPG has let so many members of The Liberty hotel staff remain untrained in hospitality and costumer relations. I do hope they take the time to train their employees, especially the man who goes by "Head of Security", to be more communicative and respectful employees. read more