Category: Hotels & Lodging

A good hotel prides itself on providing a decent service to all its guests. But when its guests are our stupid customers, there is very little they can do to remedy the situation except pray they’re fully booked the next time they come around!

Front Desk: Your Personal Venting Service

| Singapore | Bad Behavior, Hotels & Lodging

(I am a supervisor in the Housekeeping Department. One day, I get a call from the front desk about a guest.)

Front Desk: “[My Name], guest in room [number] called to say that there is a problem with his room.”

(She goes on to describe the issue, which is a legitimate reason for the guest being upset.)

Front Desk: “You’d better go over to see him now. He sounds very, very angry. Spent half an hour screaming at me.”

Me: “Okay, no problem. I’ll go see him now.”

(I head over to the guest’s room, ring the bell. and wait for him to answer. He comes to the door, opens it, and sees me standing there.)

Me: “Good afternoon, sir. I am [My Name] from the Housekeeping Department. I understand that you have a problem with your room. How may I resolve it for you?”

Guest: “That was quick. Well, I just yelled at the girl at the front desk for half an hour. Now I’m not upset anymore. I don’t need anything now. Thanks for coming by.”

(He closed the door and left me wondering what just happened. Unfortunately, it is usually my poor colleagues at the front desk who bear the brunt of a guest’s anger over any issue, including those not related to their own department. It would be good if people can remember that some issues are out of the front desk/reception staff’s control and not take out their frustrations on them.)

Paying The Price For Smugness

| USA | Bad Behavior, Hotels & Lodging, Money

(At our hotel, we have a little convenience store that people can choose snacks and bring them up to the counter to buy. We have a price list, but I’ve mostly memorized the prices.)

Customer: “I’d like this ice cream, please.”

Me: “OK, $3.”

Customer: “Are you sure? That’s a little much. Look in the price book, please.”

Me: “Okay…”

(Even though I have a line behind her and phone ringing, I check the prices while she stands there smug.)

Me: “Oh, sorry, it’s actually $4.50.”

Customer: “I’d like the $3.”

(I made her pay $4.50. She screamed obscenities, but too bad!)

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Hats Off To Your Patience

| Honolulu, HI, USA | At The Checkout, Crazy Requests, Hotels & Lodging

(I work in a hat store in a hotel. If they’re guests of the hotel, they can ask to do room charges. A woman comes in with a coupon that she wants to use on a previous purchase. We are allowed to do this but the hat needs to be in good condition. I’m training someone so I’m trying to do everything by the book.)

Customer: “I’m just trying to get my discount. I’m not going to return the hat.”

Me: “I understand that, ma’am. But this is policy and we are in the process of training new employees so I’m trying to do everything by the book.”

Customer: “Well, it’s a waste of time.”

(Right away I know she is going to be a difficult customer. She leaves to get the hat from her hotel room and comes back. I do the return. Because the purchase is originally a room charge, she has two options.)

Me: “Would you like it back in cash or to put it back on your room?”

Customer: “Just change the original amount.”

Me: “Oh, I’m afraid that’s not possible. The amount has already been charged. We can refund the amount to your room, though, or give you the cash difference.”

(She looks at me like I’m crazy.)

Customer: “What do you mean?”

Me: “Well, when your husband made the purchase, he put on a room charge. That has already been charged. We would have to process a refund order.”

Customer: “Why can’t you just change the amount from the first order?”

Me: “Because the amount has already been charged to your room. I can give it to you back in cash or do a refund order.”

Customer: “I don’t understand. Just change the amount. It was just yesterday. Just change it.”

(At this point, I’m smiling because I’m ready to smack a b****.)

Me: “Ma’am, the amount has already been added to your room. We are required to process all room charges at the end of the day. We can give you a refund—”

Customer: “I just want you to change the amount.”

Me: “Ma’am, I told you, we cannot do that. The hotel has already charged it. We cannot un-charge it and change the amount. We have to give you a refund.”

(Customer looks at me like I’m stupid.)

Customer: “Well, then what do I do now?”

Me: “Like I said, we can give you the refund by either making another hotel order or giving it to you in cash.”

Customer: “So you can’t just go back and change the order?”

Me: “No, ma’am. Like I said, the hotel has already processed it. But we can give you a refund in either of the two forms.”

Customer: “Well, I still don’t understand but I guess you can just refund it to my room.”

Me: “All right. The amount is $9.42.”

Customer: “I thought my refund was $40 dollars.”

Me: “The coupon is ten percent off. Your purchase was $94.23 cents.”

Customer: “Oh. Is it only $9?”

Me: “Yes, because that is ten percent of $94.23.”

Customer: “Are you sure the coupon is not more?”

Me: “Would you like to look at the coupon again?”

Customer: “No, it’s fine. Just get it done.”

(I take out the form for a room charge. I fill out the paperwork. I have to call the front desk to confirm. It’s the afternoon so they are super busy. It takes a long time.)

Me: “I’m sorry. They’re quite busy right since people are checking in.”

Customer: “Are you sure you can’t just change the amount? That way I won’t have to wait.”

(Honestly, if I wasn’t training someone, I would have yelled at her.)

It’s Been A Long Day Exactly

| London, England, UK | Extra Stupid, Hotels & Lodging, Time

(I’m sitting on reception when two ladies come to check in. I check them in and everything is fine until I start telling them the hotel information.)

Me: “The bar is open 24 hours for hotel guests.”

Guest #1: *looks at me shocked…* “Only 24 hours? But we are here four nights.”

Me: *looking at her dumbfounded and speechless*

Guest #2: “Don’t… don’t worry about her… We had a long trip… We’ll be going up to our room now.”

The Forecast Calls For Stupid

| St Andrews, Scotland, UK | Crazy Requests, Hotels & Lodging

(I work reception at a hotel. One afternoon, a guest calls to enquire about availability for some dates in the next few weeks. He has a lot of questions, but the last one is the best.)

Guest: “I have one last question, and I know you won’t be able to answer it.”

Me: “…okay?”

Guest: “What’s the weather looking like over there?”

Me: “Right now?”

Guest: “No, for two weeks from now. The dates I want to book.”

Me: “Umm… I’m not sure. Let me… check the BBC weather online?”

Guest: “No, I’m looking at the weather online and it says it’s going to be rainy.”

Me: “Then it’s going to be rainy!”

Guest: “NO. I want to know how hard it’s going to rain. Like, if it says ‘Rain,’ does that mean driving rain or sprinkling rain or will it even rain at all?”

Me: “Sir, if the weather forecast says it’s going to rain, then it’s going to rain. I can’t predict the weather for you.”

Guest: *sigh* “Well, I KNEW you couldn’t help me!”

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