True Confessions: Hotel Horrors

A hotel veteran's wake-up call on the myriad ways workers get back at guests they dislike.
8:10 | 11/30/12

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Transcript for True Confessions: Hotel Horrors
Here is chris cuomo. As a rule nobody likes tattle tales but how about when they're ratting out their employers, spilling secrets that work to your advantage? Tonight, we can call them true confessions. And we start at your hotel. A place full of intrigue that begins the minute you pull up. Carjacking, doesn't it? valet in st. Louis, posted on youtube. A valet parker probably got hired last week, probably getting fired next week. Doesn't really care that much. Reporter: Jacob tomsky worked his way from valet to much-valued front desk manager. And now, in his book, "heads in beds," he reveals much-coveted secrets of the hotel experience. The valet is not going to make money unless they gets that dollar tip. So there's a focus on speed. Of course, when it comes out, it's driven really slowly and careful. Reporter: But a tip is no guarantee of competence. This guy parks a car but forgets to set the handbrake. It starts to roll right towards the hotel wall. The valiant valet races to the rescue but the valet is just the beginning n more I was than one. The game is really afoot at the desk. Tomsky cautions online discount seekers. Seekers -- sorry, shatner -- prepare to be stuck in the least glamorous room. The biggest lie in the hotel business, that, you know, all the rooms are basically the same. Reporter: They're not? No, no, no. Reporter: You will begin to detect a pattern with few exceptions when it comes to hotel happiness. When in doubt, tip. Tomsky says come to the desk with your friend president jackson and an upgrade could be yours. Flash a 'tude instead, watch your back. Is it true that there is a culture of revenge that exists on behalf of the staff? Oh, without a doubt. There's a thousand ways that i can get back at you for something you don't even know you did. You noi, you yell at your daughter in a way I don't like, you know, you're gonna get a worse room. Reporter: And you'll do it with a straight face. Absolutely. I'll give someone room 1212. Reporter:1212. Right? Reporter: High floor, sounds good. But it isn't. Because? No, because, in new york, most people don't know that you have to dial out. Reporter: You mean they have to push nine or eight or something like that. Exactly, exactly. But if I put you in room 1212, it's a beautiful room by all accounts. However, there's a bunch of idiots all through the hotel that don't dial out, and they'll type 1212. They'll start typing any local number, and it's gonna ring 1212 all day, all night. Reporter: And a nasty attitude is a big motivator for staff revenge. Longtime concierge michael fazio warns that rude or cheap guests are being watched, their behavior secretly recorded in computer profiles. We know people that have a record of complaining. Reporter: So it's in there. Absolutely. Reporter: Even if you check into a different hotel from the same chain, they've been warned that you're a "p.I.T.A.," Or "pain in the -- obvious." So don't expect hotel staff to go out of their way. But if you're a big tipper, they may have logged you as an "f.O.B.," Or "friend of ben." Your profile comes up on our screen and we see "f.O.B." "Hello, mr. Cuomo." Reporter: Whatever the room, your next step is to get up there with all your heavy bags. So when I show up, I want to carry my bags I've got the forearms of a java man. I don't want to pay the guy to do it. What do you do? Guilt and fear is -- can be applied to you very easily. I would just say the bellman's gonna take you to your room. Just a real declarative sentence that you can't -- you can't really fight. Reporter: You'll probably ante up rather than risk looking cheap. It's time to settle into your room. But don't get too comfortable. Truth is -- there may have been people on your bed? Yes, people wearing less clothing than they should. Reporter: He's talking about the hotel staff who use rooms to get busy before you check in. You can have whole relationships begin and end between the staff, consummated in the rooms. Reporter: Tomsky does say it's a myth that hotel maids steal your stuff. But that doesn't mean they won't look through your stuff. It's possible for them to go through it. That's why I would recommend using the hotel safe. Reporter: But safe is a relative term. Look at the video shot by hotel guests. In comes the hotel manager into the safe and out goes their cash. Now, one of the things I like -- nexted when to the bathroom where he spills another secret about the housekeeping staff. Does that make you feel safe, the cup cover? Reporter: It does. That's what they want. But oftentimes, these are cleaned by what the housekeeper has available, which is gonna be shampoo. It's gonna possibly be pledge. Leaves a nice, streak-free glass. Reporter: So you're saying they're not throwing these in dishwashers? These are staying here and gonna be cleaned in here. Reporter: And sometimes, those cleaning rags may have cleaned other things before they wiped your glass down. I'm sticking to the plastic cups. Now that you're settled in, here's the key to getting the most out of your stay. Just call the concierge, like so. I'd like to get the most of my stay. It's basically the person who never says no. Reporter: He says yes to a lot more than directions to the nearest diner. How far will a concierge go? How about an alibi? I come to you and I say, "listen, last night I was at the essex house having drinks with my friend, michael. Right? Right. Reporter: Is that something a concierge can do? Absolutely. I mean, we're not there to judge. Reporter: He also won't be judgmental about a request for a paid companion for the night. To me, nothing's really crazy anymore. I have seen it all. Reporter: As he writes in his book, "concierge confidential," deploying charm and this huge collection of connections can get you much more than a restaurant recommendation. Reporter: So I call you and i say, "hey, listen, I'm going to be in new york city. I'm staying at the waldorf. I want to drive a 1969 firebird for the weekend. Hook me up." You can do it? Absolutely. Why wouldn't I just call, like, ke, a film prop company that rents cars for stunts? Reporter: Of course, the concierge takes a cut of anything they set upor you. Just don't use the hated term "kickback." Fazio prefers "referral commission." Yeah, it's crazy. It's so dirty. Reporter: Money's always money. It is what it is. Right. Reporter: You're not gonna do it for nothing. You're not my cousin. Fazio warns many are in cahoots with unpopular restaurants and receive cash in exchange for guests to eat their unsavory food. Okay, now the fun is over and it's time to check out. Would you like to trim your bill? The front desk might be able to help. Can you get away with saying, "i didn't watch that movie?" The thing with those charges and mini bars, specifically, those charges are often disputed. So even if you have watched a movie and you say that it froze in the middle, they don't want to accuse you of being a liar. Reporter: What if you can't show up in the first place and get stuck with that nasty cancellation fee? Listen up, we saved the best tip for last. What can you do to avoid 24-hour cancellation? Call the hotel the day of. Let them know that you don't want to cancel, you just want to shift your reservation. You want to move it forward, right? That happens all the time. Your business meeting got pushed to next week. Then you've got your reservation for next friday. You hang up and you can call right back, as long as you just speak to someone else, and say I'd like to cancel my reservation for next friday. Reporter: To sum up, you'll be well taken care of if you don't complain like a jerk and do show plenty of love to hotel staff. And by love, we mean cash. I work for cash. Reporter: Cash is king. Absolutely. Benjamin franklin and his family are very wonderful people, so I like to see ben.

This transcript has been automatically generated and may not be 100% accurate.

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