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Room For Annoyance

| St Andrews, Scotland, UK | Hotels & Lodging

(I work in reception at a small family-run hotel and I am helping in the restaurant one afternoon. We have a large group of senior citizens staying with us. One of them calls reception, and as I am downstairs in the restaurant, it gets bumped downstairs.)

Guest: “Hi, can you transfer me to Mr. Smith’s room, please?”

Me: “Sure. I’m down in the restaurant at the moment, so I don’t know Mr. Smith’s room number. Would you happen to know so I can transfer you?”

Guest: “No.”

Me: “All right, then. If you’ll give me just a moment, I’ll transfer you to the reception desk and take your call up there.”

(As I hang up the phone, it disconnects the call. The guest, however, thinks he is still on hold, and keeps his phone off the hook. I get back to reception and am unable to call him back, as the line is busy, so I run up to his room on the top floor.)

Me: *knocking on the door* “Hello! It’s [My Name] from reception! Sorry, but we were disconnected.”

Guest: *not even opening the door* “What?”

Me: “We got disconnected so I wasn’t able to transfer your call.”

Guest: “Are you on the phone?!”

Me: “No… I’m outside your door!”

Guest: *still not opening the door* “Well… can you transfer me to Mr. Smith’s room?”

Me: “Not from here! But you can call him by dialing his room number, 114.”

Guest: “hrrrumph…”

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Charged Up On Idiocy

| AR, USA | Crazy Requests, Criminal & Illegal, Hotels & Lodging

(I’m at work at a local, small, hotel with an excellent housekeeping staff. It is between 10-11 pm at the end of my shift. A guest who had been staying at the hotel all week calls me on Thanksgiving and is immediately angry.)

Guest: “I need to speak to your manager.”

Me: “I’m sorry, she is not here at the moment. Is there anything I can help you with?”

Guest: “You can help me by finding the person who stole my phone charger.”

Me: “I’m sorry to hear that your charger has been misplaced, sir. If by any chance our housekeeping staff picked it up by accident, it would be in our lost and found and also it would be documented. Do you mind being on hold while I check those possibilities?”

Guest: “It hasn’t been misplaced. It was stolen. And I need you to find it.”

Me: “Yes, sir. Just hold on and I will go check every place I know of to check.”

(I come back two minutes later.)

Me: “Thank you for holding, sir. I am sorry to inform you that I looked in all of the possible places it would be and unfortunately was not able to find your charger.”

Guest: “Well, this is unacceptable! One of your housekeepers stole my expensive phone charger and are probably using it right now. No wonder you can’t find it!”

Me: “Sir, I assure you, our housekeeping staff is very trustworthy and would have no motivation to risk their job for a phone charger.”

Guest: “I want this phone call documented and I want your manager to call me first thing in the morning and if I don’t hear from him before I leave for work, we are going to have a problem, missy.”

Me: “My manager is a woman, and she will call you as soon as she gets time.”

Guest: “D*** right HE will! And you better make sure nothing like this ever happens again!”

Me: “Goodnight, sir.”

(That morning we get a call from the same man who is unapologetic and seems to be in a hurry.)

Me: “Front desk. How may I help you?”

Guest: “Yeah, I want to speak to your manager.”

Me: “I’m sorry, she isn’t available at the moment; may I take a message?”

Guest: “Yes, the woman I spoke to last night was very rude and I’d like to complain about her and I want her fired and my room rate paid for!”

Me: “Sir, what was she rude to you about?”

Guest: “She told me that housekeeping would not have taken my phone charger when I know for a FACT that they did!”

Me: “Well, no phone charger has been documented. Are you sure—”

Guest: *interrupts me* “FOUND IT! I still want her FIRED!”

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Not So Pretty In Pink, Part 2

, | Orlando, FL, USA | Bad Behavior, Spouses & Partners

(The theme park I work for is testing a new wristband system. Instead of having to carry key cards for the hotel room, guests get wristbands that will unlock their doors, and they can also be used to charge purchases to their bill. Certain VIP members get to test them early, and get some extra perks with them. I am helping a family check in.)

Me: “Here are your wristbands!”

Mom: “Can we get ones like theirs? I want a pink one and so does my daughter.”

(She points to some people checking in with my coworker. VIP testers receive a different design on the band, and also get to pick from a list of colors. Current guests only get black or light gray.)

Me: “Sorry. ma’am, those aren’t available to everyone yet. The colorful ones are only offered to park members right now.”

Mom: “Well, make me a f****** park member, then! I want a pink f****** wristband!”

(Park members are usually wealthy families who live close by and come to the parks at least once a month. The expensive dues aren’t really worth it for tourists who only visit occasionally. Normally I would try to explain this to her, but I’m frustrated at how she’s treating me.)

Me: “Oh, you want to be a park member? Let me help you sign up! Your dues are $XXXX a year; I can either bill that fee to your room or you can pay right now with the card I have on file. Here’s your paperwork. You’re welcome to fill it out at your own pace and bring it back to any cast member at the check-in desk when you’re ready.”

Mom: *screams loudly and storms out of the hotel*

(The dad watches her leave, then sadly shakes his head.)

Dad: “This is supposed to help us fix our marriage.”

(I later see him and the daughter out in the lobby playing. He waves me over.)

Dad: “My wife decided to fly home because, according to her, you ruined the vacation. She threatened to call your boss. Are you going to get in trouble?”

Me: “Probably not, sir. I did exactly what she asked, which was to sign her up for the park membership. My coworker will be happy to back up my story.”

Dad: “Good. I’ve decided to go through with the divorce. I’m thankful she–” *motions to daughter* “–is too young to understand.”

Me: “I’m sorry to hear that, sir. Please let me know if there’s anything I can do to make your stay exceptional.”

Dad: “I think we’re fine, thank you. How do I contact your boss, though? You’ve been so helpful.”

(I gave him my supervisor’s contact information. Once they left for the day, I arranged to have a small basket of treats and toys for him and his daughter to be delivered to the room. I received a glowing report from him, which helped me receive a raise! He also had some flowers delivered to the front desk of the hotel for all of the staff to admire.)

Related:
Not So Pretty In Pink

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Can’t Manage What You’re Telling Them

| USA | Crazy Requests, Hotels & Lodging

(The phone rings while I’m working the front desk at a hotel.)

Me: “[Hotel], this is [My Name] speaking. How can I help you?”

Caller: “Is this [Hotel]?”

Me: “Yes, it is.”

Caller: “And what is your name?”

Me: “My name is [My Name].”

Caller: “I would like to speak to a manager.”

Me: “Unfortunately there is no manager on site right now. Could I take a message for you?”

Caller: “I want to make a room block for a wedding, so I need a manager NOW.”

Me: “As I said, sir, there is no manager on site to speak with you. However, I can transfer you to our events coordinator who is in charge of handling weddings.”

Caller: “No! I NEED TO SPEAK TO A MANAGER ABOUT ROOMS FOR A WEDDING. Transfer me to a manager this instant!”

Me: “I understand, sir. I will transfer you right away.”

Caller: “You should know I’m reporting you for lying and wasting my time!”

(I transfer him to the empty manager’s desk in the back. He didn’t call back.)

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A Disturbing Way To Say ‘Do Not Disturb’

| Boston, MA, USA | Bizarre, Hotels & Lodging

(I’m the idiot customer in this story. My family got two hotel rooms, one for my parents and the other for my sister and me. My mom comes into my room as I’m doing my hair in the bathroom, half-dressed. There’s a knock on the door and I assume it’s my dad.)

Me: *yelling* “I’M NOT WEARING PANTS!”

(Unfortunately for me, it wasn’t my dad. It was a hotel employee. He muffled a response of “uh, ok” and left. If you’re out there, sir, I’m so sorry. I hope I made your day though because my family can’t stop laughing.)

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