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Mrs. Dubrow is first seen visiting the Majestic hotel of which she rules with an iron fist. It is very clear that everyone, staff and guests, are afraid of her. Dubrow's reasons for arriving unannounced is to inform Robert Grant, the hotel manager, that the Le Monde Traveler Organization has sent an anonymous spy to the hotel to see if it is worth of a rating upgrade, from 5 stars to 6.
When Robert informed Dubrow that he would be unable to attend a photo shoot with her due to a planned vacation, Dubrow forces him to cancel it for the third time to satisfy her publicity lust. She even subtly remarks that she will fire Robert if the hotel does not earn the 6th star and then forces Robert to fire a staff member who accidentally walked into her earlier (all though since she never remembers the names of the employees she forces Robert to fire, he simply gives said employees a weeks paid vacation on the condition they run from the hotel in tears to simulate being fired).
She mistook a jewel thief named Lord Rutledge as the spy and demanded that Robert be extra nice to him.
Close to the end of the film, when the orangutan named Dunston was revealed during the crystal ball (which Dubrow took credit for despite not even contributing a little to the twenty-four hours that Robert had put into perfecting the event), Dubrow ordered him shot by a hired animal control professional. The attempts failed and the ball fell into chaos. Dubrow tried to take her anger out physically on Robert's youngest son (Kyle) until Dunston intervened by jumping into Dubrow's arms causing her to fall into the enormous Crystal ball cake, much to her husband's amusement. Dubrow made one last attempt to shoot Dunston and possibly Kyle before Robert intervened and threw a piece of cake splattered right into her face. This cost Robert his job, but he doesn't care.
Later Mrs. Dubrow was horrified that she had thought a jewel thief was the spy and that she had been ignoring the real spy Lionel Spalding all along. He had been injured, humiliated, and inconvenienced since his arrival due to very unfortunate coincidences so he reduced the five star hotel to a one star. Mrs. Dubrow ruined, disgraced and having an emotional breakdown relocated to Alaska.