(I work in a 100% non-smoking hotel. A lady and her son check in. Ten minutes later, she storms down, son in tow.)

Lady: “You said we had a non-smoking room! My room smells like smoke.”

Me: “I assure you, ma’am, that we are a 100% non-smoking hotel. However, it is possible that someone illegally smoked in your room. I would be happy to change you to a different room if you prefer.”

Lady: “No! We are already unpacked, and it is too much hassle. But my son has lung cancer and he gets very sick if he is anywhere near smoke. You need to discount our room.”

Me: “I’m sorry, I’m not going to discount your room for you. As I mentioned before, I would be happy to help you change rooms into something more satisfactory. We don’t want your son to get sick from the room smell.”

Lady: *shouting* “I want a free room! You’re going to kill my son!”

(At this point, my manager comes out and reiterates that we would be happy to move their room, but would not be discounting their stay. The lady leaves in a huff. The next day, I see her outside smoking; her son is sitting forlornly 3 feet away.)