Richard sat down.
"Please."
Victor began speaking quickly.
"We've had several staffing issues recently, and the reception team has been under pressure. I assure you this was an isolated incident."
Richard looked at James.
"Is that what the reports say?"
James opened his tablet.
"Not exactly, sir."
Victor's face tightened.
James continued.
"We've received twenty-three formal complaints over the past three months. Most concern poor treatment at reception, inconsistent billing, and management's refusal to resolve customer disputes."
Richard looked at Victor.
"Twenty-three?"
Victor nodded.
"Some of those complaints were exaggerated."
"How many did you personally investigate?"
Victor hesitated.
"I reviewed the reports."
"That wasn't my question."
Victor looked down.
"I don't remember the exact number."
Richard leaned back.
"Then perhaps we should review everything."
James opened another document.
"There are also concerns about maintenance expenses."
Richard looked at him.
"Explain."
James showed him several invoices.
"Over the last eight months, the hotel has paid significantly more for maintenance than comparable properties in the group."
Richard studied the numbers.
"How much more?"
"Approximately thirty percent."
Victor interrupted.
"Those costs were necessary. The building is older than some of our competitors."
Richard looked at him.
"I know how old the building is. I purchased it."
Victor fell silent.
James continued.
"We also discovered several contracts that were renewed without proper competitive review."
Richard closed the tablet.
"Who approved them?"
Victor looked uncomfortable.
"I did."
"Why?"
"The existing suppliers were reliable."
"Did you compare their prices?"
Victor did not answer.
Richard looked at James.
"I want an independent audit."
James nodded.
"Of course."
"And I want every customer complaint reviewed again."
"Understood."
Richard stood.
"Let's begin with the people who have been coming here for years. I want to know why they stopped."
Victor looked increasingly nervous.
He had expected Richard to leave after the awkward reception incident.
Instead, the older man was beginning to examine the hotel's entire management structure.
And the worst part was that he had every right to do so.
CHAPTER 6: THE RECEPTIONIST WHO TOLD THE TRUTH
Before leaving the lobby, Richard asked James to bring Ethan and Chloe into the meeting room.
Both employees entered nervously.