'He then hung up on her:' Hotel GM bans Karen customer after she writes a formal complaint about beloved employee who's worked their for 40+ years

Author image for Elna McHilderson
Elna McHilderson • Managing Editor
Oct 6, 2023 1:00 PM EDT

Sometimes you get wonderful general managers to lead you and have your back and sometimes you don't. Too often on Reddit and other sources online you read about upper management being completely incompetent and pushing employees to quitting. 

But not this time! Finally, we have a story from Reddit that shows just how awesome a manager can actually be. A hotel employee was working the front desk, doing her job like normal. She has worked there for over 40 years, so they're basically an expert at it by now. One customer had been planning for a large party to come stay with them for about a month. This employee spent countless hours on the phone and sent many emails back and forth to get these block bookings for her, and it seems like the customer did not make it easy. 

Still, the employee wasn't going to write her off as some Karen just yet, until she came to stay with them. This Karen threw everything in the Karen-Tantrum handbook at her. She intercepted each complaint and entitled comment gracefully, however, and never lost her cool. 

The Karen still wrote a formal complaint saying completely inappropriate remarks about the employee and demanding she gets fired. You know what the DM did? He called up this Karen and formally told her that her very kind family was welcomed back any time to stay with them, but she, however, is banned for life. Now THAT is a manager who has their employee's back. 

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  • 01
    Light - RECEPTION NE
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  • 02
    Font - Posted by u/Melnsto22 13 hours ago Had my first encounter with a "Karen" Long
    via u/Melnsto22
  • 03
    Font - I have worked in the hotel industry for 42 years. There is little that I have not experienced. However, in all that time I have not encountered a true "Karen". That is, until a few nights ago.
    via u/Melnsto22
  • 04
    Font - I have been dealing with this woman for the past month. Getting all the reservations sorted out and attached to her group block, assigning room numbers to accommodate mobility issues and to make sure they were all close together,
    via u/Melnsto22
  • 05
    Font - etc. She was always pleasant on the phone. In person, she showed her true colors. Sit back and enjoy while I tell you my story! Lol First encounter happened at check in. The hotel I work at is in a small resort town in
    via u/Melnsto22
  • 06
    Font - Southern Oregon. Due to a really bad fire a couple of years there is no affordable housing and as a consequence, a very small labor force. So, I was at the desk by myself working my way through the line of people. Karen comes in, sees
    via u/Melnsto22
  • 07
    Font - the line and immediately comes to the desk and starts pounding on the counter... Karen: you need to get someone up here to check me in. This is ridiculous. Me: I'm sorry, I'm the only one here, but I will get to you as quickly as possible. (The GM
    via u/Melnsto22
  • 08
    Font - was here but was handling the phones so that I could focus on check ins.) Karen: you have better hurry, I won't stand here all day! It took me just under 4 minutes to get through the 5 people in front of her.
    via u/Melnsto22
  • 09
    Font - Me: I'm sorry for keeping you waiting, can I get your last name, please? Karen: you know who I am! Me: I'm sorry ma'am, but I don't. Karen: I've only been talking to you people daily for the past month. Since you f*d up my reservations. (It was
    via u/Melnsto22
  • 10
    Font - actually her fault, she didn't tell her group to ask for the group block. This let me know exactly who she was.) Me: oh, you must be Karen (yes, I called her Karen), sorry, I mean Kathy.
    via u/Melnsto22
  • 11
    Font - We then completed the check in and she went to her room. Of course, there's more. It wouldn't be a true Karen experience with only one interaction. The phone rings, I answer it.
    via u/Melnsto22
  • 12
    Font - Karen: how am I supposed to get a drink of water or brush my teeth? Me: there is a tap in your bathroom, ma'am Karen: am I supposed to put my head in the sink and drink from the tap?!? Me: no ma'am, there are coffee cups and glasses
    via u/Melnsto22
  • 13
    Font - on top of the microwave. Karen: I don't have a microwave in my room. Me: all of our rooms have refrigerators and microwaves. Karen: mine doesn't Me: it does, you might need to close the bathroom door (sound of
    via u/Melnsto22
  • 14
    Font - bathroom door closing and click, she hangs up.) A few minutes go by and she calls again... Karen: I need a king size pillow. Me: we only have standard size. Karen: your
    via u/Melnsto22
  • 15
    Font - website says you have a pillow menu Me: we had one prior to Covid, but now we only have standard polyfill and feather pillows. Karen: Bring me 6 feather pillows. Me: all of our feather pillows are in use. Karen: you just said you have them Me: no
    via u/Melnsto22
  • 16
    Font - ma'am, I said they were on the menu, not that we had any available. (Click .... again) A couple hours go by... Karen: someone is going to come in to my room!!! Me: someone is trying to get into your room? I'll send security
    via u/Melnsto22
  • 17
    Font - up immediately! Karen: are you dense? That's not what I said. Me: did you mean you have a guest coming? I can add their name to the computer so that they can get a key. Karen: you really are stupid. I said someone is going to come into my
    via u/Melnsto22
  • 18
    Font - room!!! (By this time she is screaming) Me: I can assure you that no one will be given a key to your room unless you authorize it. Karen: including Housekeeping? Me: Housekeeping will only enter your room to clean if the do not disturb sign is not
    via u/Melnsto22
  • 19
    Font - on the door. Karen: finally, she gets it! Me: I'm not sure that I do. Why don't you explain it to me? Karen: there is no do not disturb sign in the room, duh! Me: Oh!! My apologies. I have some available at the front desk, or ... Karen: I'm not
    via u/Melnsto22
  • 20
    Font - coming all the way down there to get something that should have been here already! Me: yes ma'am, it should have been there, but as I was about to say, I will be happy to put one on your door as i leave in a few minutes. (And once again,
    via u/Melnsto22
  • 21
    Font - she hangs up on me.) This is getting to be longer than I expected, lol. So I'll summarize the remaining incidents:
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  • 22
    Font - 1. She berated the engineer because the bulbs in her room were "too cool" 2. Yelled at the breakfast attendant because the air conditioner in the breakfast room was turned off. Claiming
    via u/Melnsto22
  • 23
    Font - that it was illegal. It was 45 degrees outside and much too cool for an air conditioner. 3. Yelled at the night auditor at 3am, demanding that she call a manager so she
    via u/Melnsto22
  • 24
    Font - could complain about these issues. Once the auditor called me and Karen realized it was me, she demanded the owners phone number. I don't even know his name, much less have a way to contact him.
    via u/Melnsto22
  • 25
    Font - 4. Threw a comforter at housekeeper claiming that it was covered in urine stains. It wasn't. 5. Yelled at the AM FDA regarding dust on the fireplace mantle in the lobby. It was clean.
    via u/Melnsto22
  • 26
    Font - I could continue, there were many more encounters, but I think I've taken enough of your time. I'll just finish up with one last incident. She emailed the GM this morning, specifically to complain about me. Saying that I was rude,
    via u/Melnsto22
  • 27
    Font - incompetent, and just plain stupid and i should be fired immediately. I'm happy to report that my wonderful GM called her and told her
    via u/Melnsto22
  • 28
    Font - that while the rest of her wonderful family were welcome to come back anytime, she was now on the DNR list and not allowed back. He then hung up on her!!!
    via u/Melnsto22

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