Acting Like A Spoiled Queen

, , , | Right | October 22, 2020

Occasionally, we’ll get a complaint at the front desk about our beds. Usually, this is just from someone not used to staying in hotels who doesn’t understand that their bed is not going to be their exact preferred firmness; I’ve gotten complaints both of too-soft beds and too-hard beds, so it really is just individual preferences not matching up with reality. However, this is the most bizarre complaint about them I’ve ever received.

Guest: “Excuse me! The beds in my room are not what I paid for!”

Me: “I’m sorry, ma’am, how do you mean?”

Guest: “I paid for two queen beds and that is not what I got!”

I apologize and bring up the guest’s reservation, thinking she was somehow moved to a room with only one bed, only to find that she IS in a two-queen room.

Me: “Er… I’m sorry ma’am, this says you are in a room with two queens.”

Guest:No! Those are full-size beds; I want queens!”

I have no idea how to react to this, because what she is saying is completely impossible. Our hotel doesn’t HAVE full beds; the only two-bed configurations we offer are two queens or one king. There is literally no way the beds in her room are full beds because none exist in the hotel.

Me: “Ma’am… I don’t know what to tell you. Those are queen beds. We don’t stock full-size mattresses—”

Guest:No! I sleep on a full bed every night and those are full-size beds! I demand a room with two queens!

Me: “Ma’am, I could move you to another two-queen room, but the beds would be exactly the same. If you really need a larger bed, then I could move you to a single king but—”

Guest:I am here with my sister! I need two beds! Two!

Me: “Ma’am, I’m not sure what you want me to do.”

Guest: “I want you to give me a room with two of your ‘KING’ beds!”

Yes, she used air quotes.

Me: “Ma’am, I’m not allowed or able to do that. I don’t even think two king beds will fit in one of our bedrooms, and even if they could, it would be against fire codes to have that much furniture in a room not designed for it.”

Guest:This is unacceptable! I paid for queen beds! Queen. Beds!”

She continued to rant and rave, but the only thing we could think of to appease her would be to offer her a second, comped King room, and we were sold out and unable to do that. In the end, she checked out and we refunded her, with her swearing up and down that she would be writing corporate about our “false advertising.” Never before or since have we been accused of downsizing our beds, so I have no idea what that lady’s problem was.

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