‘Give me a break…’: Hotel employees driven to breaking point by demanding guest who treats them like her personal nannies

Author image for Sienna Varady
Sienna Varady
Mar 3, 2024 12:00 PM EST

It may be said that working as a customer support agent is really challenging. If you stop to think about it, your bosses' opinion of you, or at least their general impression of you, is entirely dependent on your capacity to manage challenging clients in a cool, collected manner. In other words, performance evaluation only takes into account a customer service representative's ability to maintain composure, regardless of his or her level of talent.

The story that follows proceeds to be told from the perspective of an irate front desk employee. The Original Poster (OP) has been employed in the hospitality industry for a considerable amount of time. Before deciding to pursue a career in the hotel sector, OP had spent almost five years working with children in the behavioral health field. Put another way, it's hardly shocking that the original poster had the patience of a saint. However, even the original poster was about to lose it when a certain, entitled guest began to treat the hotel amenities as though they were her own.

Having said that, be sure to read the story below if you're interested in learning what could possibly push OP to the breaking point and how OP handled the entitled visitor who, for whatever reason, refused to leave the hotel and go home! After you're done, don't forget to read this tale of the chef who quits because his boss won't pay him what he deserves!

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  • 01
    "I'm warning you... Know your place!"
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  • 02
    Long stay guest is , and management only encourages it
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  • 03
    Another fun story of guests being rewarded for bad behavior! At the hotel/resort I'm at, we've had a guest staying with us since January, and will be with us thru April. We're pretty sure they're Snowbirds, spending winter in the southwest. The lady of the room, we'll call her Bee, because JFC she is such a .. !
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  • 04
    с The first week of her stay, Bee is already ing out our wait staff, and FD, calling us incompetent. (Mind you, most of what I've heard is anecdotal, as I'm NA, and usually don't interact with her, more than her calling for a wake up call.)
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  • 05
    At one point, we are informed that Bee is expecting medication to be mailed to her, and that we need to sign off on it, for her. Well, the day comes, and delivery person asks for a date of birth... not just a signature. We look up the name on the package, and no one in the system comes up; FD assumes it's a wrong address, and it gets sent back. Queue
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  • 06
    Bee coming up to the FD, within the hour, screaming at our agents, all kinds of obscenities, and insults. Now, yes, I understand, I'd probably be upset too, if the medication I needed was sent back; but, it's not our fault that the verification required a DOB, and we weren't even able to confirm the name on the package was a guest staying with us.
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  • 07
    Bee is able to reroute the package back to the hotel, and her reservation is updated with all the needed info. Now, this is where it urks me, because our new FD Directors steps in, and is immediately rewarding Bee for her behavior, by buying her gifts, comping food, and wanting all FD to sign a birthday card for Bee... we all stand in
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  • 08
    solidarity with the agents who were yelled at, and say no. At this point, she been with us for a month, and most of us have not had pleasant experiences with her. Each week, is a new issue with Bee, and management just keeps GIVING her more stuff. FDAs are pi ed, rightfully so, and we just want her out of here.
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  • 09
    Well, tonight was finally the night she tried ish with me. She had called earlier in the shift to set up a wake up call, the usual. A few hours pass, and I get a call from Bee, asking me why her message light was on? I start to let her know, that I can check to see what it is, and that I'll try to fix it on my end, but she hangs up
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  • 10
    on me, before I can explain that it might be a system glitch. Well... I check her reservation in Opera (joy, I know) and nothing is showing up. My usual fix is to create a new message, close out the reservation, go back in, and delete the message; it works, sometimes, but not always.
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  • 11
    Right after I try to work my magic, Bee calls again, asking me if I'm stupid, and even know what she's asking for! First of all, no need to insult me, I'm trying my best to help here. Second of all, I explain that I had tried to fix it, and will try again; hangs up on me, again. I barely get to open her reservation again, and she's calling, yelling and screaming
    via u/Available_Range_1923
  • 12
    about the message light keeping her up, acting like I'm doing it on purpose, then telling me I'm stupid for not being able to turn it off. Now, little bit about me, I worked in behavioral health with kids for 5 years, and do not put up with being spoken to like this; so, I tell her, if she continues to yell at me, I can't help her. That seems to
    via u/Available_Range_1923
  • 13
    make her stop, but only long enough to explain that it is most likely a glitch, and would need to be addressed by ENG in the morning. Oh boy! That's not what she wanted to hear; and Bee is screaming at me again. Bee is demanding it be fixed NOW! Now, a check-in arrives, and is standing in front of me, while I am trying to
    via u/Available_Range_1923
  • 14
    explain again, and again... and again, that I do not have the ability to fix the phone from the desk, and she will need to wait for the morning; I suggest she cover it with something for the time being. More yelling.... at this point, I'm 2 seconds away from hanging up on her, but don't want to appear r e infront of
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  • 15
    my arrival, as they don't know how long I've been on the phone with Bee. I break a little, and just tell Bee, "I can't fix the phone because I'm not IT; someone can fix it in the morning; I've done all I can from my end. Sorry I can't turn the light off." She hangs up. I take a breath, apologize to the guest in front of me, and start checking them in. I
    via u/Available_Range_1923
  • 16
    kid you not, 30 seconds into the check-in, and the phone is ringing like crazy; it's Bee. I ignore it, and focus my full attention on the check-in. Once I've got them on their way, I answer the phone, but no one is on the line. I wait my usual 5-10 seconds, asking if anyone can hear me, then hang up.
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  • 17
    I've noted my entire interaction down for my morning passdown. I'm thinking about emailing management to ask why we keep letting her get away with this, because she just keeps being incredibly r e to staff. She is a shiny member, but who gives a s t! I really hope we can get rid of her before her April departure, but highly doubt it, since management doesn't seem to care.
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  • 18
    Mastervodo 10 days ago Next time she is , tell her that if she can't remember her manners, you aren't talking to her or helping her again. Then hang up.
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  • 19
    Available_Range_1923 OP. 10 days ago That's the plan. About to start treating re guest like the kids I worked with. "Is there a better way to ask for what you need? Ok, wanna try that again?"
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  • 20
    Mastervodo. 10 days ago "Did you forget something? (What?) Your manners. Don't talk to me again without them." "Do you always talk this way to people you want to help you? Because I'm not going to if you continue".
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  • 21
    chicacup88 10 days ago · I would make sure to assign potentially annoying guests next to her room lol. Like if you can sense someone is going to be very loud all night or if they have young children with them that might cry a lot and see if that will make her leave. XD
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  • 22
    LandofGreenGinger62 10 days ago Oh yes, do, OP! And I'd be tempted, every time she complains about your incompetence, to just keep saying, stony-faced, "Given what you say about our poor service ma'am, I will completely
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  • 23
    understand if you want to cancel your booking with us. Just say the word." And keep saying that every time she's . Who knows - in 3 months, you might be able to train her...
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  • 24
    Dappershield. 10 days ago Just cut her stay off yourselves. No need to wait for a manager. "I'm sorry, but it looks like our service level is not a good fit with you. I think it's best if we part ways, and you find a hotel that can live up to your standards. I
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  • 25
    will be removing the rest of your stay with us at no penalty fee. Tomorrow will be your check out. Have a good night."
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  • 26
    Dovahkin111. 10 days ago Till April? Yeah, let's start a go- fund-me for future bail money, lol.
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  • 27
    measaqueen 10 days ago Everyone should start telling management they will not be involved with her. If they want to deal with her that's their problem now.
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  • 28
    doingthehumptydance 9 days ago I would give the cell numbers of all the management team to her.
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  • 29
    Kymmy442 9 days ago This made me angry just reading it! I cant imagine dealing with that without backup from management. Hopefully, if it comes to a head, all the others. that have had issues, dont just wuss out when or if management ever asks them.
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  • 30
    Ive worked in places where that happens. Everyone has a complaint about something until theyre asked about it by management. Then its...Oh, no. I havent had any issues.
    via u/Kymmy442

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tales-from-the-workplace tales from the front desk customer service hotel karen Horrible Bosses karma workplace work stories karens entitled people entitled customers karen-customer
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