00:00Look, I don't care what you paid. You're not getting the amenities because, frankly, you don't deserve them.
00:06This is a high-class establishment and we have standards.
00:10What do you mean you want to speak to my manager?
00:12I am the manager, and I'm telling you that the spa services are reserved for our premium guests only.
00:19Uh, no, no, no, no, no.
00:21You don't understand. The complimentary wine tasting is invitation only.
00:26Maybe you should have read the fine print before booking.
00:30Or better yet, maybe you should have booked somewhere more suitable for people like you.
00:36Yeah, alright, yeah.
00:38Okay, yeah, you have a good day too. Bye.
00:43Oh, good afternoon. How wonderful to see you. How can I help you today?
00:47Hi, I have a reservation for the anniversary suite under Williams.
00:51My husband and I are celebrating our fifth anniversary.
00:53How wonderful. Congratulations on your anniversary.
00:56The anniversary suite is absolutely gorgeous.
01:00You're going to love the city view and the champagne service.
01:03Let me just pull up your reservation here.
01:06Oh, yeah, here we are.
01:08Williams anniversary suite.
01:10This is perfect timing too.
01:12The suite has beautiful marble bathroom with a deep soaking tub and the king size bed with those luxurious Egyptian
01:19cotton sheets.
01:19Plus, you get complimentary breakfast and bed served on fine china.
01:24This sounds absolutely perfect.
01:26We've been looking forward to this for months.
01:28I've been telling everyone about this trip.
01:31Ah, and wait till you see the amenities.
01:33You have access to our private rooftop terrace.
01:36The infinity pool is exclusively for suite guests.
01:40And room service is available 24 hours.
01:43My husband should be here any minute.
01:45He's just getting our bags from the car.
01:47You know, you pick the perfect weekend too.
01:50We have a live jazz in the lounge tonight starting at 8 and tomorrow there's private wines tasting in our
01:55private cellar.
01:57Your husband is going to love it here.
01:59The atmosphere is just magical, especially for couples celebrating special occasions.
02:04Oh, and the view from your suite at sunset is absolutely breathtaking.
02:08You can see the whole city skyline, the river, everything.
02:12It's the most romantic room in the hotel.
02:15We've had marriage proposals up there, renewal ceremonies.
02:18It's really something special.
02:20I can't wait to see it.
02:22This is exactly what we hoped for when we planned this getaway.
02:25Oh, and I almost forgot there's a complimentary couples massage package included with your say.
02:30Okay, our spa is award winning. You'll feel like royalty.
02:34Oh, sorry I'm late.
02:39Working was a nightmare downtown.
02:41Hi there, I'm Marcus Williams.
02:43I believe my wife has been getting us checked in.
02:48Is everything okay?
02:51Yeah, um, give me one second.
02:57I'm looking at the system again and there seems to be, well, there's a problem with your reservation.
03:03What kind of problem? We booked this a month ago.
03:05Everything seemed fine just a second ago.
03:07You were telling me about the massage package.
03:10Yeah, well, it appears the anniversary suite has been double booked.
03:15Yeah, that's it. Double booked.
03:17Yeah, I'm afraid we can accommodate you in that room after all.
03:21Okay, well, what other rooms do you have available?
03:23I mean, we're not picky about specific rooms. We just want to celebrate our anniversary.
03:27Right, we're flexible. Any nice room would be fine.
03:31Okay, well, I'm checking, but it's actually a very busy weekend.
03:39Yeah, all our premium rooms are taken.
03:43The whole hotel is basically booked solid.
03:46Maybe you'd be more comfortable at the hotel down the street. It's more affordable.
03:53Wait, are you saying you don't have any rooms available in this entire hotel?
03:59What about standard rooms?
04:01We'll take whatever you have. We're not picky about luxury.
04:05Look, this is a very exclusive establishment. We cater to a certain clientele.
04:11Our guests have specific expectations. I think you'd find our rates quite prohibitive.
04:17What exactly are you trying to say? Because we have confirmed reservation on our credit card.
04:21It was already charged two weeks ago.
04:23I have the confirmation email right here on my phone if you need to see it.
04:27Look, this hotel has a reputation to maintain. Our guests expect a certain atmosphere.
04:34They come here for exclusivity, for privacy.
04:36Having couples like you here might make our regular clientele uncomfortable.
04:41Are you serious right now? You're refusing to give us a room because we're an interracial couple?
04:47Is that really what you just said to us?
04:48I'm just looking out for everyone's comfort here. This is a business decision.
04:54Perhaps there's another hotel that would be more suitable for your situation.
04:59Maybe there's another hotel you might want to work at. Our situation? You mean our marriage?
05:03You need to honor our reservation. We paid for that room and we are staying here.
05:08Okay, you have to understand this is a high-end establishment.
05:12We have CEOs, celebrities, old money families staying here.
05:15They pay premium prices for exclusivity and discretion.
05:19I mean, can you even afford our rates?
05:23Our anniversary suite is $800 a night.
05:26Plus taxes and fees. You're looking at over a thousand.
05:30I'm a successful architect and my wife is a doctor.
05:34Okay, we can afford whatever you're charging. Money isn't an issue here.
05:36What you're doing is illegal discrimination.
05:39You need to reconsider this discriminatory behavior right now before this gets worse for you.
05:44Okay, I'm trying to save everyone embarrassment here.
05:51Let me call my supervisor and see what we can do.
05:54You do that.
06:04Sir, I have a serious situation here.
06:06There's this interracial couple demanding the anniversary suite and I just don't think they belong here.
06:14Well, the woman seemed fine when I thought she was alone.
06:17But then her husband showed up and he's, well, he's black.
06:23Very, very insistent and won't leave.
06:27Yeah, I tried to tell them we're booked, but they're not buying it.
06:35The guy says he's an architect or something acting all untitled.
06:40Can I just tell them we're fully booked for the weekend?
06:43Oh yeah, I know we have rooms available, but they'll ruin the atmosphere for our real guests.
06:49Our clientele pays premium prices to avoid situations like this.
06:55What should I do?
06:57Should I call security?
06:59I mean, they seem educated, but you never know how these people might react when they don't get their way.
07:07Okay.
07:08Yeah.
07:09They'll just have to accept it.
07:13Right.
07:13Thanks, boss.
07:19So, what did your supervisor say?
07:22Yeah, well, I just spoke with my supervisor and unfortunately we have bad news.
07:27We've just had a large corporate group book all of our remaining rooms for the entire weekend.
07:33There's absolutely nothing available now.
07:35A corporate group?
07:37And when exactly did this happen?
07:39Just now, while I was on the phone.
07:41They booked every single remaining room.
07:44It's a major conference at the very last minute, but they're paying premium rates.
07:49Huh.
07:50What a coincidence.
07:52That happened right while you were calling about us.
07:55However, I'd be happy to help you find accommodations at a more budget-friendly hotel nearby.
08:02There's a Motel 6 about 10 minutes away.
08:05What?
08:06We heard your entire conversation.
08:09You're lying to us.
08:10I have no idea what you're talking about.
08:12You must have misheard something.
08:14We're completely booked by a major corporation for a business conference.
08:18A business conference?
08:19Really?
08:20What corporation?
08:21Can you name it?
08:22What's the name of this conference?
08:23Oh, that's...
08:24That's confidential information.
08:27Client privacy policies.
08:29You understand.
08:30I can't disclose corporate client details.
08:32You're a racist and a liar.
08:35You should be ashamed of yourself.
08:36We heard you call us these people on the phone.
08:40Look, this is just how the hospitality industry works.
08:43Some hotel caters to certain demographics.
08:46Different establishments serve different markets.
08:49You need to accept that and find somewhere more appropriate.
08:52More appropriate?
08:54You mean somewhere that serves black people.
08:56Okay, I didn't say that.
08:58I'm just being realistic about market positioning.
09:01No.
09:02No.
09:03We don't have to accept that.
09:04In fact, let me ask you something.
09:06Do you know who I am?
09:08Some architect, you said?
09:09Look, I don't care what your job is.
09:12I'm Marcus Williams, senior partner at Williams & Associates.
09:16We designed this hotel.
09:18We also designed half the luxury hotels in this city.
09:20And more importantly, my firm handles all the architectural contracts
09:24for the hotel chain that owns this property.
09:26We have a multi-million dollar contract with your corporate office.
09:29That's who I am.
09:31I didn't know.
09:33I mean, if you would have mentioned something.
09:37Yeah.
09:37Why would you?
09:39Why would you know that?
09:40Why wouldn't you take the time to treat me with respect?
09:41I think it's time I had a conversation with corporate about their management standards
09:45and hiring practices.
09:46Oh, okay.
09:47Wait, please.
09:48I made a terrible mistake.
09:52The rooms just opened up.
09:53The corporate group just canceled.
09:55We can get you the anniversary seat right now.
09:58Complimentary upgrade.
09:59Like you said, Linda, this is just how the industry works.
10:03I need you to accept it.
10:14Yes, this is Marcus Williams from Williams & Associates.
10:18I need to speak with the regional director immediately about the Grandview Hotel
10:22and a serious discrimination issue with your manager, Linda.
10:27That's right.
10:28She refused service to my wife and me because we're an interracial couple.
10:32Yeah, you heard that right.
10:33She lied about my room availability and made racist comments about their clientele
10:37not being comfortable with people like us.
10:40You brought this on yourself.
10:44I expect immediate action on this matter.
10:47This kind of discrimination is completely unacceptable
10:48and violates both our corporate policies and federal law.
10:51Please.
10:53I have kids to feed.
10:54I need this job.
10:56Look, I'll give you anything you want.
10:58Free stays, upgrades, whatever you need.
11:00Yeah, I'll hold for the director.
11:03And yes, I want this incident documented in her employee file.
11:06The manager's name is Linda.
11:08I don't know her last name, don't care.
11:10But she's the one working at the front desk today.
11:12She needs to be handled immediately.
11:16Great.
11:17Thanks.
11:22By the way, Linda, you're obviously fired.
11:25And I'll make sure every hotel in the city knows exactly why.
11:40She's obviously fired up.
11:40The woman seemed fine when I thought she was alone.
11:42But then her husband showed up and he's...
11:47Oh, he's black.
11:51She had to try to mischew her.
11:56Just double checking.
11:58This face.
12:03Oh, that's great.
12:05I won't shake this time.
12:07I'm sorry.
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