Third Party Gets Third-World Slurs

(We have a lot of issues with third-party reservations at the hotel. We encourage people NOT to book with them because they’re going to screw it up one way or another eventually. This is one of those cases. The guest is not irate with me by any means; she knows the fault is with the third party, but she decides she is going to yell at this person over the phone in my lobby like it is that individual’s fault. She’s cursing and using racial slurs because most call centers with third-party agents are overseas. We have children in the lobby. So, I address her on the issue — I hate racists — very calmly because yelling back at her doesn’t do anything but make it worse.)

Guest: “I want to speak with your manager!”

Me: *points to the manager on duty sign, with my name under it*

Guest: “Well, I want to speak with corporate! Give me their number!”

Me: *gives her the number*

Guest: “You’re in for it now!”

(She gets on the phone with corporate, in front of me, on speaker as if their answer to this is going to surprise me, and of course, they call me to get my side of it. She’s getting pretty frustrated because no one seems to be on her side.)

Guest: “Look. I was referring to the incompetent people with [Website].”

Corporate: “Ma’am… a [racist slur] is still a [racist slur], no matter who it is directed at or intended for. We at the [Hotel Corporation] cannot condone that behavior, and now your status is put up for review to revoke your membership with [Hotel Company] entirely.”

Guest: “THAT’S BULLS***! All this over me calling someone a ‘[slur]’?”

Corporate: “Ma’am… my mother is one of those [slurs] you are referring to.”

(And that’s the first time this particularly well-known hotel brand insisted that I kick someone out of the hotel. They did not have to tell me twice.)