Their Cup Runneth Over With Complaint

, , , , | Right | July 27, 2018

(I work for a very popular theme park that has a lot of resorts. Guests can purchase cups at the resorts to refill their drinks for free. The parks, however, don’t honor that. I get at least one or two guests a day that request a drink for their resort cups. Most of the time I tell them the parks don’t do that. But once in a while, if it’s a kid, or if I’m feeling nice, I’ll fill it for them, but warn them that other employees won’t.)

Guest: *approaches the counter I’m working at, with his wife and four children* “Hi, can we get drink refills?”

Me: “I’m sorry, this restaurant doesn’t offer refills—”

Guest: “No, for our resort cups.” *holds up cup*

Me: “I’m terribly sorry, sir, but the parks don’t honor drink refills from resort cups. “

Guest: “Ugh, you’re the third employee to tell me that! We’ve been lugging these around all day. It’s hot and humid, and these cups aren’t easy to carry!”

Me: “I understand, sir. If you want, I can fill them with water.”

(The guest’s wife bursts into tears, and the kids are beginning to look visibly distressed. I’m a little uneasy about this. I’m used to guests crying and breaking down in front of me. And I’ve had instances of kids crying just to get their way. But at the same time, I don’t like it when guests act like this.)

Guest: “If I wanted water, I would go to a f****** water fountain and fill them! We don’t want water! And now you’ve upset my wife and ruined our vacation!”

(I look at the family. After determining that, indeed, they are probably just exhausted and dehydrated, I decide to just fill the drinks and give them my usual warning.)

Me: “All right, sir, I’ll be more than glad to fill your cups.

Guest: “See? That’s not so hard is it?”

(I take all six of their cups and begin to refill them with their requested beverages, and hand them back to the guest.)

Me: “I just want to warn you, sir, not all employees will do this for you. These cups are meant for the resorts only. If you’re coming back on a different day, I would advise leaving the cups in your room, so you can better enjoy the park. Have a wonderful day.” *I smile cheerfully at him*

(The guest just glared at me, and walked away. The kids, however, lingered long enough to say thank you, and confirmed my theory that Mom and Dad were just tired and hot. I told the kids that it was nothing to be sorry for and gave them special straws. I probably didn’t have to do that, but I appreciated them staying behind to say thank you, at least.)

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