“That sounds awfully specific for a hypothetical. Are you in some trouble?”
“Let’s just say I’m considering making some changes to my financial structure. And what if they are family members who are authorized users, but who are lying about where the money is coming from?”
“Helen, if someone is committing credit card fraud on your accounts, it’s a serious felony, even if it’s family. Are you telling me that’s what’s happening?”
I stared out at the ocean, watching the moonlight flicker on the waves.
“I’m telling you that I’m done being taken advantage of, and I want to know my options.”
For the next half hour, David walked me through exactly what I could do. It was both sobering and liberating. I had far more power than I realized, and Mark and Amber had made far more mistakes than they could ever imagine.
After hanging up, I called Sarah at the front desk.
“Mrs. Montgomery, how can I help you?” she asked.
“Sarah, I need you to prepare a complete report for me. Every service my son’s family has used since their arrival. Every special request, every interaction with the staff.”
“Of course. Is there a specific reason?”
I chose my words carefully.
“Let’s just say I’m reviewing our guest service quality. I want to make sure procedures are being followed.”
“Of course. I’ll have it for you in the morning.”
The next morning was gray and heavy, matching my mood. I had barely slept, my mind racing with plans, but for the first time in days, I felt focused instead of helpless.
I met Sarah at seven in the morning before Mark and Amber were awake. The report she handed me was worse than I expected.
“Your daughter-in-law has made seventeen complaints since her arrival,” Sarah said in a low voice. “She has demanded room changes, special meals, and has been rude to several members of the staff.”
I flipped through the pages, reading account after account of Amber’s entitled behavior—berating a housekeeper for how her shoes were arranged, sending back three meals for not being perfect, demanding the pool be cleared so Lily and Leo could swim alone.
“And my son?” I asked.
Sarah’s voice was even.
“He has been less involved, but he has backed her up on every complaint and demand.”
Of course he had. Mark had become an expert at enabling Amber’s worst impulses while keeping his own hands clean.
Sarah leaned in, lowering her voice even more.
“There’s something else. Yesterday, when they thought no one was listening, Mrs. Montgomery had a lot to say about the hotel’s management.”
I raised an eyebrow.
“Oh?”
“She told another guest that the service was fine, but claimed the owners were probably some old-money family who didn’t care about quality anymore. She said she could run this place better than whoever was in charge.”
The irony would have been funny if it wasn’t so infuriating.
“Thank you, Sarah. This is very helpful.”
On my way back to the elevator, I ran into Kevin, the young waiter who had served us at breakfast. He looked uncomfortable.
“Mrs. Montgomery,” he managed in a quiet voice. “I hope you don’t mind me saying this, but I wanted you to know that the staff has noticed how your family treats you.”
I stopped in my tracks.
“What do you mean?”
Kevin glanced around to make sure no one else could hear.
“We all know who you are, ma’am. You’ve always been so kind to us, but to see the way they speak to you, the way they treat you like… well, like you’re not important. None of us think it’s right.”