"Ms. Reynolds told me to stop assisting Mrs. Wilson because she didn't appear to be a guest."
Victoria snapped.
"That's not what happened!"
Emily continued, her voice trembling.
"She also said that people dressed like Mrs. Wilson shouldn't be allowed to waste management's time."
The lobby became silent.
James looked at his mother.
Margaret did not appear surprised.
She had already suspected that Emily was not the only employee who had experienced this behavior.
James turned back toward Victoria.
"I think we need to have a much longer conversation."
Chapter 8: The First Witness
James requested that everyone move into a private conference room.
Margaret agreed, but she insisted that the employees involved should not be threatened or pressured.
Daniel remained nearby to ensure the situation stayed calm.
Victoria walked into the conference room with a stiff expression.
She had begun to realize that her position was in danger.
However, she still believed that she could explain the incident as a misunderstanding.
James sat at the head of the table.
Margaret sat beside him.
Emily was invited to remain.
Thomas, the security guard, was also asked to join.
James opened a folder.
"Over the past several months, the company has received multiple complaints concerning this property."
Victoria immediately interrupted.
"Those complaints were investigated."
"By whom?"
"By the human resources department."
"Under whose supervision?"
Victoria hesitated.
"Mine."
James looked at her.
"So the person accused of misconduct supervised the investigation into the allegations?"
Victoria's face tightened.
"We have internal procedures."
Margaret spoke quietly.
"Procedures only work when people can use them without fear of retaliation."
James opened another document.
"Several employees reported being threatened after filing complaints. Two employees were dismissed within days of raising concerns. Three guests reported discriminatory treatment."
Victoria shook her head.
"Those are exaggerated stories."
James looked at her.
"Have you read the original complaints?"
"Of course."
"Then you know the details."
Victoria folded her arms.
"I know that dissatisfied employees often exaggerate."
Emily looked up.
"That's not true."
Victoria turned toward her.
"Excuse me?"
Emily swallowed.
"I submitted a complaint six months ago."
James looked at her.
"What happened?"
Emily explained that she had witnessed a supervisor humiliating an elderly guest who had requested assistance with her luggage.
The guest had difficulty walking.
The supervisor had complained that the woman was slowing down the entrance area.
Emily had helped the guest, but Victoria later accused her of abandoning her reception duties.
Emily had received a formal warning.
When she submitted a complaint about the incident, the report was marked as resolved without anyone interviewing her.
James took notes.
"Do you still have a copy?"
Emily nodded.
"I saved the email."
"Can you send it to the independent review team?"
"Yes."
Victoria looked increasingly uncomfortable.
"This is becoming absurd. We are discussing an incident from six months ago because one employee has a personal disagreement with me."
Margaret turned toward her.
"No, Ms. Reynolds. We are discussing a pattern of behavior."
Victoria looked away.
James asked Thomas to explain what he had witnessed that morning.
Thomas described the conversation between Victoria and Margaret.
He confirmed that Margaret had not threatened anyone or attempted to damage property.
He also explained that Victoria had repeatedly ordered him to remove the elderly woman without giving him any legitimate reason.
Victoria interrupted.
"Thomas, be careful what you say."
James immediately looked at her.
"Do not threaten an employee during an investigation."
Victoria fell silent.
For the first time, she understood that her usual methods of intimidation were no longer working.
Chapter 9: The Evidence Nobody Expected
The investigation expanded throughout the afternoon.
James contacted the company's independent compliance director.
Margaret requested copies of the hotel's complaint records, security reports, employee disciplinary actions, and guest feedback.
The review team began examining the documents.
What they discovered was worse than anyone had expected.
Numerous complaints had been closed without proper investigation.
Some reports had been altered.
Several employees had been disciplined shortly after raising concerns.
One particularly troubling case involved an elderly guest named Robert Miller.
Robert was seventy-nine years old and had visited the Grand Royal for his wedding anniversary.
He had reserved a room several months in advance.
When he arrived, he requested assistance because his wife used a wheelchair.
According to the complaint, the front desk had informed him that the accessible room he had reserved was unavailable.
Robert asked to speak with a manager.
Victoria eventually arrived.
Instead of apologizing, she told him that room availability was complicated and suggested that he should have booked a more expensive package if he wanted guaranteed accommodations.
Robert explained that he had already paid for the reservation.
Victoria allegedly replied that the hotel could not accommodate every special request.
The couple eventually left.
Robert later filed a complaint.
The hotel record stated that he had voluntarily canceled his reservation because he had become verbally aggressive.
But security footage told a different story.
The video showed Robert standing quietly at the front desk while his wife waited in her wheelchair.
It showed him repeatedly asking for assistance.
It showed Victoria walking away while he was still speaking.
And it showed a receptionist quietly helping the couple arrange transportation to another hotel.
The footage did not support the official report.
James watched the recording twice.
Then he turned toward the compliance director.
"Who authorized the original report?"
The director checked the records.
"Ms. Reynolds."
Victoria shook her head.
"I didn't personally write that report."
James replied.
"You approved it."
"I trusted my staff."
"Then why did you discipline the receptionist who helped the couple?"
Victoria did not answer.
Margaret watched the footage silently.