Didn’t Have The Backbone To Say It

(I work in the front desk at a hotel. I have a small handicap which makes my back look a little wavy, but it’s no obstacle in normal life. We have more reservations than we have rooms. There are several concerts in the city, and all hotels located within 10 miles from the city are fully booked. When this happens, the hotel is responsible to find rooms in the same or better category on other hotels. I have managed to book the last available room at our neighbor hotel. It’s starting to get very late, and I have only one check-in left, a couple from Italy. At 10:30 pm they arrive.)

Me: “Welcome to [Hotel]. Did you have a pleasant flight?”

(The couple looks angry towards me before the wife answers.)

Wife: *in very bad English* “I want my room now, and my luggage should be carried up!”

Me: “I am very sorry to say that we are fully booked today, but I have some very good news for you. I have managed to find a room for you on the hotel right across the street!”

(The couple looks at each other and they both start yelling at me in Italian. I am Scandinavian, so I only know English and Swedish, but I can sense that the words are not well meant and nice words.)

Me: “I’m so sorry.  I don’t speak Italian, but I will gladly help you to move the luggage to the neighbor hotel.”

(The couple don’t give a d*** about what I’m trying to tell them. So, I just smile and pretend like everything is normal. My shift ends at 11 pm and the guests have now been standing in the front desk for almost ten minutes with constant yelling and screaming. Suddenly I feel a hand touching my shoulder from behind. It’s the night shift clerk who has arrived, and he wants to tell me something in the back office.)

Night Shift Clerk: “Do you know what they are telling you?”

Me: “No, but I have a strange feeling that it is not kind words.”

Night Shift Clerk: “Let me take care of this.”

(He enters the front desk.)

Night Shift Clerk: “I’m very sorry about my colleague. He has done everything in his power to help you. Let me make one thing clear…”

(The Italian couple stops screaming for a second, and looks at my colleague.)

Night Shift Clerk: *in fluent Italian* “I forgot to mention that I speak fluent Italian. I have been in the back office the entire time, and I’ve been listening to every word you said to my colleague. It may be true that the customer is always right, but when you call someone a crooked dwarf, just because they look different, you don’t deserve any kind of good treatment. Earlier my colleague tried to tell you that we had managed to book the biggest suite at the neighbor hotel for a total cost of $5000, and you would have gotten it for free. At our hotel you have booked a standard room for $100. So, I’m very happy to say that you are going to sleep in the streets tonight. I just called the other hotel and cancelled the room. You have two minutes to get out of here before I call the police. You won’t be able to find room anywhere tonight. All the hotels are fully booked. Have a nice life!”

(The couple stood quietly, in shock, and looked at my colleague with embarrassment. I later came out and escorted them to the streets. Later I heard that they tried to contact the hotel manager, but he only confirmed what we said and told them to get off our property!)