'GET ME YOUR MANAGER': Karen flips out because a $50 refund from her hotel is going to take 3-5 business days; receptionist humbles her

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Jesse Kessenheimer • Writer and Editor
Nov 24, 2023 12:00 PM EST

As a service industry employee, there's nothing as sweet as the I-told-you-so moment at the front desk. Hospitality employees learn to put up with a lot of hooplah from their customers, so that moment when they get to flex their ounce of power is really important. One of the first things you learn at your new job as a receptionist is that the customer is always right. However incorrect that may be, oftentimes employees are just meant to grin and bear it in situations that would have them blowing their top. From the most entitled rich dudes to the scariest Karens, desk receptionists at hotels learn very quickly how to diffuse any situation. Except…

…Sometimes a client is so bonkers and so demanding that even the most level-headed receptionist will feel the urge to throw in the towel right then and there. In our next story, a receptionist did all they could to ease the pain and impatience of a Karen, but after checking out, there's only so much a person can do from behind the desk. Enjoy this tale of dragon-like fury met with the icy cool hand of hospitality I-told-you-so's, that'll live rent free in your brain forever as a victory. 

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  • 01
    "Poor planning on your part doesn't constitute an emergency on mine."
    via u/canva
  • 02
    Er/TalesFromTheFront Desk. Posted by u/Exenanalii 19 hours ago Poor Planning... Bla bla bla You know the Rest Medium Busy morning at the Catalina Inn and the phone rings: ME: Thank you for calling the Catalina Inn how may I assist you?
    via u/Exenanalii
  • 03
    ME: Thank you for calling the Catalina Inn how may I assist you? Man's voice: yes, we just checked out of your hotel and the Lady who checked us in told us we get our deposit back when are we supposed to get it back? Me: So since you're checked out. The hotel has released your deposit. if
    via u/Exenanalii
  • 04
    you used a credit card you should be seeing it return very soon sometime later today if you haven't received it already. but if you used a debit card it may take up to 3-5 business days to see the reflection of your balance. MV: Oh okay I see. hold on my wife wants to talk.. *phone jostling*
    via u/Exenanalii
  • 05
    Loudmouth Lady: WHAT DO YOU MEAN FIVE DAYS!?!?! I JUST WANTED TO KNOW HOW LONG YOUR CRAPPY HOTEL WAS PLANNING ON KEEPING MY $50. I NEED YOU TO GIVE IT BACK RIGHT NOW. Me: Yes, ma'am when you checked out. The hotel already released your authorization. It's up to your bank on how fast you see that deposit come back.
    via u/Exenanalii
  • 06
    LL: LOOK, 5 BUSINESS DAYS IS UNACCEPTABLE. I AM ON A TRIP AND I DIDN'T PLAN FOR ANY EXTRA FEES. YOU NEED TO GIVE ME MY MONEY BACK RIGHT NOW. Me: I'm sorry, but since you're already checked out there's nothing else I can further do on my end to expedite the process. You should give your bank a call.
    via u/Exenanalii
  • 07
    LL: HOW DO YOU EVEN KNOW WE CHECKED OUT? WHAT MAKES YOU SO SURE YOU RELEASED THE AUTHORIZATION?! I NEED YOU GUYS TO SEND ME MY MONEY BACK!! Me: You already told me you checked out. But I am happy to look at the reservation for you. what's the last name?
    via u/Exenanalii
  • 08
    LL: THE LAST NAME IS "DUMMY" *quickly looking up reservation in departures at the very top of the list is the reservation for Stoopid Dummy. Booked through that darn "speedy" OTA it says CHECKED OUT in bold letters*
    via u/Exenanalii
  • 09
    Me: Ah, yes, ma'am you are indeed checked out. We released your authorization this morning. it's up to the bank how soon you will see that deposit. LL: HOW AM I SUPPOSED TO FIX THIS?
    via u/Exenanalii
  • 10
    ME: You should consider calling your bank. LL: WELL WHAT AM I SUPPOSED TO DO!?! JUST LEAVE MY THREE KIDS ON THE SIDE OF THE ROAD!?!? Me: I'd imagine you should probably call your bank. they should be able to get it sorted out.
    via u/Exenanalii
  • 11
    LL: YOU NEED TO SEND ME MY MONEY BACK RIGHT NOW. Me: I have already explained to you. There's nothing we can do any further to get your $50 back to you any faster. If you are having trouble not seeing the authorization released any faster you should talk to your bank as they are the ones still holding your funds.
    via u/Exenanalii
  • 12
    LL: GET ME YOUR MANAGER I WANT TO TALK TO YOUR MANAGER Me: ah I understand. unfortunately, it's my manager's day off. I can transfer you to her voicemail if you would like?
    via u/Exenanalii
  • 13
    LL: NO THAT ISN'T GOING TO WORK. I CAN'T BELIEVE I HAVE TO CALL MY BANK TO GET MY MONEY BACK. WE'RE NEVER RETURNING AGAIN. *she hangs up (thank God)* First Deskians 1:15 Poor planning on your part doesn't constitute an emergency on mine. HK just told me these very specific guests also stole two pillows... the ones that are $24.99 a piece.
    via u/Exenanalii
  • 14
    TerraIncognita229 · 18 hr. ago HK just told me these very specific guests also stole two pillows... the ones that are $24.99 a piece. You can still go in and charge the card they placed on file for the incidentals, even days after check out. That's literally the point of an incidental hold and why it usually takes days to drop off on the customer's side. My management would have charged them the $50 at a minimum since they stole $50 worth of merchandise, plus they'd be put on the DNR list.
    via u/TerraIncgnita229
  • 15
    Adrianilom 18 hr. ago ... I need this 'bible verse' for the front desk. Actually, can I have like... all of them? IS THERE ONE FOR ALL OF THEM? I tell them 3-14 business days. :D Watch them explode. (CHARGE THEM FOR THE PILLOWS! IT WILL SHOW UP AS A SEPARATE FEE ON TOP OF THEIR INCIDENTAL HOLD! AHAHAHAHAHAHAH!)
    via u/Adrianilom
  • 16
    50EffingCabbages · 16 hr. ago I Auditor 11:7: Thou shalt not annoy the overnight staff, for she is entirely out of procreation to give on thine behalf. Coveting thy hotel/motel/Schmoliday Inn's bedding is like to cost thee the entirety of thine security deposit. I Auditor 11:8: it, female dog.
    via u/50EffingCabbages
  • 17
    JustineDelarge. 18 hr. ago I wonder sometimes if answering these people in "plain language" instead of the hotel jargon that front desk people are expected to use would help them understand. As in: Tantrum-throwing guest: Waaah give me back my deposit now! Hotel employee: We did! We gave it back to the bank. They have your money. You need to talk to your bank now.
    via u/JustineDelarge
  • 18
    Tantrum-throwing guest (running through various accusations and demands that fall apart in the face of this information)...so... wait...so the bank has my money and isn't giving it back to me immediately? I need to yell at them? Hotel employee: Yes!
    via u/JustineDelarge
  • 19
    Exenanalii OP. 18 hr. ago this is a fresh approach that I will certainly be applying in the future. Thank you, Kind Stranger. Vote Reply Share JustineDelarge 17 hr. ago It helps if you join in their outrage against the Horrible Bank and its horrible, unfair policies. This puts you together in solidarity against the enemy, and with luck, it will deflect all the anger away from you.
    via u/Exenanalii
  • 20
    vulturegoddess 18 hr. ago The fact is that deposit is one of the cheaper ones. Not even a 100-300 dollar one that some require. I'm sure others might do even more but I can't say, never worked at a fancier hotel or stayed at a fancier one. Like if you are that dependent on 50 bucks on a trip you're on... you are in a lot more trouble than you think. 50 shouldn't make or break you if you are traveling.
    via u/vulturegoddess
  • 21
    IbelieveinGodzilla 18 hr. ago Exactly - if you don't even have a $50 cushion in your account, you have no business traveling. But I'd bet she had plenty of money in her account, she was just a hyper- dramatic wacko.
    via u/IbelieveinGodzilla
  • 22
    krittengirl 18 hr. ago I always let them know that we never had their money, and that there bank has been holding it outside of their available funds. I tell them that however long they usually see things show as pending in their account is a good way to know how long it will take their bank to process it. Helps maybe 25% of the time.
    via u/krittengirl
  • 23
    warple-still 17 hr. ago All hotel staff or anyone who has to deal with the public - you need Tasers. Vote Reply Share Exenanalii OP. 13 hr. ago All I want for Christmas is a tazer that works through the phone.
    via u/warple-still
  • 24
    tunaman808 17 hr. ago Has this woman not traveled in the past 45 years? One of the big reasons it's better to use a credit card instead of a debit card in this situation is because the hotel is holding on to American Express' $50, not your $50. Also, if $50 is going to ruin your trip, you probably shouldn't be traveling.
    via u/tunaman808

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karens hotel hospitality front desk tales from the front desk karens in the wild reddit thread Reddit karen receptionist
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