Sweet Suite Confusion

A guest walks in, and immediately, I know she’s going to be problematic. She points to the “spa is out of order” sign, and immediately starts complaining and demanding a discount. We haven’t even started the check-in yet.

So, the check-in begins. I confirm the room type and that she’s staying for two nights. She flips out.

Guest: “Two nights? Why the h*** did you book me for two nights?! I asked for one night!”

Me: “Okay, ma’am, that’s not a problem. I’ll go ahead and change your reservation for just one night.”

Guest: *Huffs.* “Can you not follow simple instructions?”

Me: “I didn’t take your reservation, but I have changed it here for you.”

After check-in is finished, I hand her the keys. Her husband walks in and asks:

Guest’s Husband: “Our reservation is for two nights, right?”

Me: “Well, it was, but your wife asked me to change it.”

Guest’s Husband: “We need a room for two nights, as we are having problems with plumbing at our house and I don’t want to risk our house not being ready.”

Guest: “Hold our room for us for tomorrow!”

Me: “I’m sorry, ma’am, we don’t hold rooms without payment.”

Guest: *Sarcastically.* “You’re telling me you don’t do reservations at this hotel?”

Me: “No, I’m telling you that we do NOT hold rooms without payment. You will need to pay for tomorrow’s room plus incidentals.”

Guest: *Angry.* “You don’t know what you’re doing!”

An hour later, her husband comes in to apologize and pay for the next night’s stay.

Gotta love working in hospitality.