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The Kind Of King Behavior That Makes Peasants Revolt

, , , , | Right | CREDIT: marilyn-audrey | September 17, 2021

Our housekeeping department is understaffed right now, and we had about half of our occupancy check out this morning, just for tonight to be another full one. They were cleaning rooms until pretty late. I’ve had two interactions with two very different guests, both presented with less than pleasant situations at check-in. The first guest, one of our highest-level members, was understanding despite it taking an extra half-hour to get his room ready. He was lovely and I hope he has a great day.

The following guest is not so great.

Me: “Hi! Welcome to [Property] by [Company]. How can I help you?

Guest: “Checking in.”

Me: “Great! May I please see your ID and method of payment?”

I look up his name. He’s booked through a third party, pre-paid, and he’s attached his member profile to the reservation, as well. He’s a base-level member. I hand him his keys.

Me: “Everything looks good here! Is there anything else I can help you with?”

Guest: “What room type am I in? I requested an upgrade.”

Me: “Let me see… It looks like you’re booked in a double queen.”

Guest: “No.”

Me: “I’m sorry, sir?”

Guest: “I booked a king room. The girl with the brown hair told me last week that I was guaranteed [upgraded room].”

We all have brown hair.

Me: “I do apologize for the inconvenience, sir. Your reservation had already pre-assigned you this room type, and this is the only room available right now. We are completely sold out today, but I’ll see if I can—”

He throws the room keys at me.

Guest: “My company pays good money for these rooms! I don’t want to hear, ‘That’s all we have.’ I want the room I paid for!”

He just stated that his company paid for it, but whatever.

Me: “I’ll look and see what we have.”

Guest: “I’ll be back when a king is available.”

He storms out. I check our inventory, review some of the guests whose room type preferences I know, and do some finagling to get this jacka** in a king. He comes back about two hours later, and I hand him the keys.

Me: “Here are the keys to your room. King, as requested.”

Guest: “What floor am I on?”

Me: “The third floor.”

Guest: “I requested a high-level floor.”

Me: “I understand that, sir, but the room we had on the high-level floor was unacceptable to you. This is the only king remaining.”

The guest storms off again, yelling.

Guest: “Why do I even bother making the reservation if it’s not gonna be the way I booked it?!”

Upon further inspection of his reservation, the guest had booked a king room, but when he switched his arrival date, he neglected to acknowledge the fact that HE had changed his room type, though I don’t think he noticed. Yet another issue with booking through a third party.