Aren’t Weddings Supposed To Be Joyous Occasions?

Our hotel holds a lot of weddings. There was always a wedding on the weekends, and sometimes there were five to seven in a day. The wedding guests usually stayed at the hotel, as well.

The bride and groom on this occasion were both from the east coast, so all their guests were also coming in from the east coast. To me, it honestly seemed like all the guests were on the same flight.

At 10:00 am on the morning of the wedding, everyone came into the lobby trying to check in early. We were fully booked the night before, so there were no available rooms at all. Most of the guests were extremely understanding, so they checked their bags and went to the bar.

HOWEVER, some of the guests I got were the furthest thing from understanding. They couldn’t understand that there were no rooms available at 10:00. They kept screaming at me, at the desk, in front of everyone.

Guests: “Well, I have a wedding! At your hotel! How do you not have our room?!”

Me: “Unfortunately, all of our rooms aren’t clean yet due to occupancy yesterday, but I will let you know as soon as a room is available.”

They didn’t like that answer. Another guest happened to come check out, and as soon as the guest in front of me heard, “I’d like to check out,” the wife screamed:

Guest #1: “THEY’RE CHECKING OUT! GIVE ME THEIR ROOM!”

Me: “Ma’am, that room isn’t clean yet. I’m unable to give it to you.”

Finally, after ten minutes of back and forth and tons of words yelled, they finally conceded and checked their bags.

As I was walking to the bell closet, the woman and her husband followed behind me.

Guest #1: *Yelling* “This is unacceptable! This is already a horrible experience.”

Guest #2: “If we miss the wedding, we’ll come for you!”

This was definitely a threat, and I should’ve canceled their reservation. But in the moment, I didn’t even register it as a threat because it happened so often, and honestly, I knew that management would get so angry about me canceling the reservation and would take the guests’ side! That property is the reason I left customer services entirely.

At the end of the day, their room was ready at 12:00 pm, but it was the worst room in the hotel, so I mark that as a win.