(I work in a hotel. One morning I get a call from an older woman looking to get a hotel room in the upcoming month.)

Caller: “Hello. I’d like to book a room and pay with points.”

Me: “I’m sorry, ma’am, to book with points you have to book online or through the 1-800 number; I cannot access your points.”

Caller: “Well, let me book now, anyway, and I’ll pay with points later.”

Me: “That won’t work as we won’t be able to add your points at a later time; you have to book specifically through the website or the 1-800 number to book with points.”

Caller: “I don’t know why you’re making this so difficult; all I want to do is book with points!”

Me: “I understand your frustration, ma’am, but I am unable to access your points and we cannot change your payment method to points after you book the room.”

Caller: “Give me the 1-800 number, then, if you’re not going to be useful!”

(I give her the number and forget about it. Fifteen minutes later I get another call from her.)

Caller: “I called the number and they said I didn’t have the points, so I’m going to book through you.”

Me: “I’m sorry to hear that, ma’am. What’s your rewards number, so I can apply it to get you more points?”

Caller: “Oh, I don’t have one of those.”

Me: “You don’t have a rewards number? You need one to gain points to put towards future stays.”

Caller: “I stay there all the time! I should have points! I don’t need a rewards number!”

Me: “I can sign you up for free, but you will not gain points unless you’re a member.”

Caller: “No, just book me for a d*** room. I’m done dealing with your company and just want to be done with it.”

Me: “Of course, ma’am.”

(It was quiet and then 3 people come in at the same time to check in. They form a line. The first two are friendly, but the last one is in a business suit rolling his eyes, tapping his foot, huffing and sighing. I try to check in the two ahead quick, and after a few minutes they leave and he comes up and gives me a disgusted look.)

Me: *trying to be extra pleasant* “Hi sir! Checking in?”

(He stares at me with frank disgust and doesn’t reply. He reaches into his wallet, pulls out a credit card, and holds it out.)

Me: *reaches out to take it* “ID too please.”

(Before I could take it, he snatches it back, throws it into his wallet, grunts, pulls out another card, and his ID, and throws them at me. All while rolling his eyes.)

Me: “Thank you for that.”

Man: “………….” *huffs and sighs*

(I check him in quickly and hand him his key, along with directions and a good night wish. He sneers, rolls his eyes, and leaves. Definitely the worst silent customer!  I pity whoever is his employee.)

(Our hotel, like many these days, has a campaign going to try and encourage guests to be more “green” by forgoing cleaning services. For every night they do this, if they are a rewards member, they are rewarded with points on their rewards profile. Guests indicate their wish to participate by placing a specialized door hanger out at night to be collected by housekeeping. The hangers do also have a checklist on the back of small items that the guest might need and can request without voiding their points claim for the night — things like towels, coffee, etc. There is also a notes section to let us know about maintenance problems or other requests. This is by far my favorite comment left on one of these hangers.)

Note: “Please clean the entire room! Thank you!”

(I don’t think those particular guests took the point of the initiative to heart.)

(The hotel where I work is also the long distance bus depot. We very clearly state that the bus hours are from nine am to five pm. However, if the person working the front desk is trained they’ll often do bus-work after hours provided we aren’t busy. Since I work primarily the graveyard shift I’ve never been trained on how the bus works. I am working afternoons, and at seven pm I get a fax and a phone call. The woman on the other end wants me to use the fax to purchase a special ticket and fax it back to her.)

Me: “I’m sorry, ma’am, I don’t know how to do that for you.”

Caller: “I’ve done it before. Just give me the ticket?”

Me: “I’m sorry. Bus hours are nine am to five pm. You will have to wait until tomorrow to get the ticket.”

Caller: “This has always worked in the past and only takes a few minutes.”

Me: “Again, I’m sorry, but I haven’t been trained on the bus, so I don’t know how.”

Caller: “Is someone else there who knows how?”

Me: “Sorry, I’m the only person here.”

Caller: “Can you call someone?”

Me: “No. I cannot.”

(This goes on for five minutes.)

Caller: “Are you new?”

Me: “No, but I mostly work the night shift, not nine to five, which is when the bus depot is open.”

Caller: “What’s your name and when will [Owner] be in?”

Me: “My name is [First Name only]—“ *which just makes her angrier* “—and the owner will be in around nine, when the bus depot is open. Have a nice night. Goodbye.”

(I don’t think I have much to worry about when I go into work tonight.)

Me: “Hello, do you have rewards card with us?”

Customer: “No, but you can look it up can’t you.”

Me: *tries* “I’m sorry, but there is nothing.”

Customer: “Whatever!”

(At checkout time, the customer gets her receipt.)

Customer: “Hey, how come my rewards number isn’t on here?!”

Me: “If you recall, we were unable to find your account–”

Customer: “No, this is your fault! This chain has always done this to me! I paid so I have to get my rewards!”

(She starts screeching and her family tries to calm her down but to no avail. She is dragged out by security, kicking and screaming. We all threw a party after she left.)