I’m working the front desk of a hotel by myself as one of my coworkers is on their lunch break. All of a sudden, one of our [Rewards] members comes down the elevator with all of his luggage and makes a beeline toward the desk. I put on my best smile, but internally, there are no smiles. The guest looks absolutely infuriated, and I can just tell this is going to be one of those situations where, no matter what I do, he will not be satisfied.
Me: *In my customer service voice* “Good afternoon sir, how can I assist you?”
Guest: “You can help me by telling me why the f*** I wasn’t placed in my usual room!”
Now, he’s a [Rewards] member — loyalty to the brand and all that — and he stays at this property a lot. I’m willing to work with him because, honestly, I get it. However, I’m a little perturbed because I don’t like being cursed at right out the gate; talk to me like a civilized human being first, at least.
I stop the task I’m doing and go over to my computer.
Me: “I will check and see what happened.”
I look through my computer and I see that his usual room was put out of order by maintenance as it needed to be repainted. Perfectly logical, right? Well, Mr. Shiny Member doesn’t think so. His face gets very red and he sputters a bit in absolute disbelief.
Guest: *Bellowing* “How can you do this to me?! You knew I was coming! I’m a [Rewards] member! I demand to speak to the manager!”
Internally, I’m rolling my eyes. “Of course, you do,” I think to myself.
Me: *Calmly* “I am the manager on duty. Maintenance doesn’t have access to our reservation records; therefore, they wouldn’t know that there was anyone who had a particular room preference.”
As you can imagine, the guest does not like that answer.
Guest: “You call maintenance right now and have them stop painting that room! Move me into it!”
It’s important to point out that maintenance started painting the room a couple of days ago and they are definitely not finished with it.
Me: “Sir, the room is quite literally in the middle of being painted.”
He starts going on and on about how he’ll have me fired, etc. Yeah, if I had a dollar.
I offer him a new room — honestly, a better one than he deserves at this point — as well as a free night and a free meal from the restaurant on site. The beast, however, will not be placated.
Guest: “You’re an idiot! You should have known that I was coming and made sure that my room was set aside for me!”
Now I’m not going to work with you at all. If you wanna play that game, we can, but I’ll win.
Guest: “I want to check out right here and now!”
Me: “I can check you out, but there will be an early departure fee.”
Of course, he doesn’t like this, either.
Guest: “I want to talk to the manager! They’ll waive the fee for me!”
Me: “Sir, as I said, I’m the manager on duty.”
Guest: “Eat s***!”
And he walked off. I checked him out and charged him the relevant fees.
I decided to share the experience on a website I frequent, and someone in the comments suggested that I should have maintenance go up and check if the guest had hidden anything in the room since he likes that particular room so much. I went up with maintenance and, lo and behold, there was something, indeed!
Wedged under the bed, we found a briefcase absolutely filled with adult magazines. Of course, there was no way to prove that the briefcase belonged to the guest, as we’ve had others stay in that room since his last visit, but I think they’re his.
Apparently, sometime after he left, he called my general manager directly using the phone number from one of the business cards we keep up front. He cursed [General Manager] out and was promptly added to our Do Not Rent list!
After I told [General Manager] about the briefcase we found, he had the room checked more thoroughly, and they found drug paraphernalia taped underneath the sink. He said he would be calling the guest himself to tell him that he was not only no longer allowed at our property but would no longer be able to stay at ANY hotel in our brand again!