"People always say that."
Edward looked at James.
Then he turned back to her.
"I won't ask you to trust us simply because we say so. Tell me what you believe is important, and we will decide what to do based on what we discover."
Linda studied his face.
Then she began speaking.
She explained that the hotel's working environment had changed gradually.
At first, employees were encouraged to help guests whenever possible.
If someone needed assistance, they were expected to find a solution.
But over time, management introduced increasingly strict rules.
Employees were instructed to prioritize guests who purchased premium packages.
Housekeeping staff were expected to complete rooms in less time.
Receptionists were discouraged from spending too long helping elderly guests.
Maintenance workers were told to delay nonessential repairs if they could not directly affect revenue.
And employees who questioned these decisions were described as difficult.
Edward listened carefully.
"Did you ever complain?"
Linda nodded.
"Several times."
"What happened?"
"Nothing."
She paused.
"Actually, something did happen."
Edward waited.
"My working hours were reduced."
James looked concerned.
"Did anyone explain why?"
Linda shook her head.
"No."
Edward turned toward Olivia.
"Can we verify that?"
"Yes, sir."
Linda continued.
"There was also an incident last winter."
Her voice became quieter.
"A little boy was staying here with his mother. She was sick, and he kept asking for warm milk because he couldn't sleep."
Edward nodded.
"What happened?"
"I brought him some from the kitchen."
Linda smiled sadly.
"He thanked me. He said I was the nicest person in the hotel."
She looked down.
"The next morning, my supervisor told me I had violated procedure because I had taken food from the kitchen without a charge being entered."
Edward's expression changed.
"Was the milk paid for?"
Linda nodded.
"I paid for it myself."
"Then why were you reprimanded?"
"Because I hadn't received authorization."
Edward closed his eyes briefly.
He could almost hear Margaret's voice.
Never let a rule become an excuse to stop being kind.
"Do you remember the boy's name?" he asked.
Linda thought for a moment.
"Daniel. I think his name was Daniel."
Edward nodded.
"Thank you, Linda."
He turned toward the other employees.
"Would anyone else like to speak?"
At first, nobody moved.
Then a maintenance worker stepped forward.
His name was Thomas Walker.
He was in his late fifties, with broad shoulders and gray hair.
"Mr. Harrison?"
Edward smiled.
"Thomas."
Thomas looked surprised.
"You remember me?"
"Of course. You repaired the heating system during our first winter."
Thomas laughed.
"That was a long time ago."
"Yes. But I remember."
Thomas looked around.
"Then perhaps you should know what happened to the old staff."
Edward nodded.
"Please tell me."
Thomas explained that several experienced workers had been replaced with temporary contractors.
The new workers received less training and had fewer opportunities to report problems.
Some repairs were delayed because management wanted to reduce maintenance expenses.
He described a broken heating system on the fourteenth floor that had been reported three times before anyone approved the necessary repairs.
During that period, elderly guests had complained about cold rooms.
One woman had even been forced to spend the night wearing her coat.
Edward listened with growing concern.
"Why wasn't I informed?"
Thomas gave a tired smile.
"Because people stopped believing anyone would listen."
Those words hurt more than Edward expected.
He looked toward James.
"How long has this been happening?"
James answered quietly.
"We'll need to investigate the records."
Thomas continued.
"There's something else, sir."
"What is it?"
"Some of the old employees are afraid they will lose their jobs if they talk."
Edward nodded.
"That will not happen."
Thomas looked at him.
"Can you promise that?"
Edward answered without hesitation.
"Yes."
He paused.
"But I know promises alone aren't enough. We will put that protection in writing."
For the first time, Thomas smiled.
A few minutes later, Edward noticed a young man standing near the end of the corridor.
He was carrying a stack of clean sheets.
The young man appeared nervous.
Edward approached him.
"Hello."
The employee looked up.
"Good morning, sir."
"What's your name?"
"Michael."
"How long have you worked here?"
"About eight months."
Edward nodded.
"Do you like your job?"
Michael looked around before answering.
"It's okay."
Edward smiled.
"That's not a very convincing answer."
Michael laughed nervously.
"Honestly, sir, I like helping guests. But sometimes I'm afraid to make decisions."
"Why?"
"Because we're told not to do anything unless a supervisor approves it."
Edward nodded.
"Even when someone needs immediate help?"
Michael hesitated.
"Especially then."
Edward looked at him.
"That sounds like a difficult way to work."
"It is."
Edward thanked him and continued walking.
As they reached the end of the corridor, Linda called after him.
"Mr. Harrison?"
He turned.
"Yes?"
She held a small envelope.
"I think you should see this."
Edward accepted it.
Inside was a handwritten note.
The handwriting was uneven, as though the person who wrote it had been in a hurry.
It read:
Mr. Harrison, if you are truly investigating what happened here, please look into the incident involving the family in Room 1608. There is something important that management never told you.
There was no signature.
Edward read the note twice.
"Who gave this to you?"
Linda shook her head.
"I found it in my locker this morning."
Edward looked toward James.
"Room 1608."
James opened his tablet.
"That room was occupied three months ago."
"By whom?"
James searched.
Then he stopped.
His expression changed.
"The booking record is incomplete."
Edward frowned.
"What do you mean?"
"The reservation was entered manually. Most of the guest information has been archived, but the final checkout record is missing."
Edward looked at him.
"Can we recover it?"
"I'll try."
Edward folded the note and placed it inside his jacket.
He knew they were getting closer to something important.
But he also knew that the employees had been carrying these stories for months, perhaps years.
And the most painful part was that they had learned to accept silence as the price of keeping their jobs.
As Edward returned toward the main lobby, he stopped beside a large framed photograph.
It showed the Grand Imperial during its opening ceremony.
Margaret stood beside him, smiling.
He looked at the photograph for a long moment.
Then he whispered:
"I'm sorry, Margaret. I should have come back sooner."