Demanding guest gets banned from hotel after messing with the front desk clerk over a credit card mix-up

Author image for Sienna Varady
Sienna Varady
May 22, 2024 7:00 AM EDT

Customer service is never an easy task. It's even more difficult when you have to fulfill your responsibilities as a customer service representative while a guy is trying to win over his girlfriend. If you are familiar with what I mean, I apologize for the experience you had to endure; if not, consider yourself fortunate.

The story below is an account of a frustrated front desk clerk. The original poster (OP) has a long history of employment in the hospitality industry. The job has challenges, just like any other profession, but nothing could have prepared him for the haughty guest who stormed into the hotel, demanding service, arguing he was entitled to it as a paying guest. Having said that, be sure to read the story below if you're interested in learning the specifics of what happened between OP and the entitled guest! After you're done reading, don't forget to check out the story of the guy who pays and singles out a customer who tries to cut in line!

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  • 01
    "You're not welcome here anymore..." N
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  • 02
    you "Do your job right this time... that's what I DESERVE." Sir, I think deserve to have my foot crammed up your a •
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  • 03
    So in our reservation system, you can either make multiple reservations separately or simultaneously. Oftentimes making them simultaneously is the option that makes the most sense. You only need to get the guest's personal information and CC number once as opposed to however many times. There is, however, a quirk with this s y reservation system that's started happening in the last week. When you make multiple reservations
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  • 04
    simultaneously, you have to send the confirmation emails individually. And when you do that, for whatever reason, the system lists the total for ALL the rooms on EACH confirmation email. So if each room is $100 and someone has three rooms, each confirmation email will show one room, but the total on each of them will show as $300. Might be enough to make you go, "w ? That ain't right." and call the hotel, right? Totally understandable. And those.
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  • 05
    phone calls involve the guest explaining the problem and asking why the total for all the rooms is showing for each individual room. And I politely explain that making multiple reservations simultaneously produces that result in the automated emails, and I assure them that each room is still the same price. And they say thank you, they appreciate the explanation, and we say goodbye. Pretty simple, right? A s y bug in the system, but it's not our
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  • 06
    fault, and it's not our hotel's fault. It's the reservation system itself. The call this post is about is, what, the second call I've had about it, though apparently my GM was already aware of the issue earlier in the week and didn't say anything until I brought it up. Of course. So this lady calls me to make two reservations over the phone. Okay, no problem! I make them simultaneously and send the emails. She calls
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  • 07
    back, and she explains the issue. I'd said each room is $100, but the confirmation emails each say $200. I apologize and explained the issue that's cropped up and assured her that each room was still only $100. She asked if I'd be able to resend the confirmation emails with the correct totals on each. I hesitated before telling her it wasn't possible with the way the reservations were made, but I'd be happy to manually send her an email confirming the
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  • 08
    price if she wanted documentation. She didn't say anything for a few seconds, so I asked if it was for an employer that would need proof in order to compensate her. She said, “just a second, my boyfriend wants to talk to you." Of course he does. Gotta get The Man on the phone to Set Things Straight, huh. Right away, he was a lil b . Actually a huge b , but y'know. "YOU told me those rooms were each $100 but then YOU sent two emails saying they were $200."
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  • 09
    "And I explained that th-" "I HEARD your explanation, but obviously you don't know how to do your JOB." "Uh, excuse me?" "I want you to do your job right." "Okay? Well I can do my job just fine without you being r de." "I WANT two separate emails with the right
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  • 10
    totals on each. Because THAT'S WHAT I DESERVE." I actually, audibly, scoffed when he said that. Because, sir, what you deserve is to have my foot crammed up your a "I'd have to cancel both and remake them separately to do what you're asking, which is fine, b-"
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  • 11
    "I don't care what you have to do, just do your job right this time. If I find out you've charged my card the wrong amount, it's not going to end well." "Oh, would you like to come in for your rooms tomorrow night and yell at me then, also?" Now HE'S scoffing in disbelief because I said something unprofessional over the phone. Well my d, sir, because you're a Grade-A piece S of s
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  • 12
    "Oh I won't be yelling at you. I'd be speaking to your manager and telling them to fire you for lying." "Great! I'm going to go ahead and cancel your two reservations and you can stay somewhere else. Feel free to call tomorrow morning from 7am to 3pm to discuss this with the manager." Dude didn't even say anything for a second. And then he said, "isn't there a manager there RIGHT NOW?"
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  • 13
    "Nope... I hope you have a night as lovely as you are, sir." and then I hung up on his a . And yes, I shamelessly ripped that suggestion from people on this sub. That's what came to mind. Well, that's what came to mind after I reminded myself that I couldn't call him a m ng CO at er and hang up on him. I was at the desk waiting for him to call back and b me. To my surprise, he never did.
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  • 14
    God, he pi d me off so much that I was shaking with anger for half an hour afterwards. I went back into the office and texted my manager about the whole conversation followed by a string of pro ity. My GM was accepting of the situation. My FOM was like le. I would've said worse before "what an a hanging up on his a . DNR him." I did. The best part was, he went online and made two reservations for our hotel that way.
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  • 15
    Like a few hours after the phone call ended. And I cancelled both of those ones too. Sent the cancellation emails and everything. He didn't try to rebook. He tried to b h at the manager the next day, but he was told he was put on the DNR list and would be escorted off the property by police if he came in. What a f ing p k.
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  • 16
    OmegaLantern Love a story with a happy ending
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  • 17
    Dovahkin111 "If I find out you've charged my card the wrong amount, it's not going to end well." This was what got me the most. I freaking hate threats. Good on you for standing up for yourself and kudos to your GM and FoM for having your back.
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  • 18
    MommaGuy Surprised he hasn't called back to complain about his reservations not going through online.
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  • 19
    Mastervodo I am so happy that workers who read this sub stand up for themselves and treat these a le guests like they DESERVE! It's a privilege to stay with us as much as it is our privilege to serve them. They often forget they have NO POWER over us.
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  • 20
    Emily5099 You ruined his entire 'Hey babe, just give me the phone, I'll show you how a man handles things. You've got to put these people in their place. Watch and see how much he grovels when he's dealing with an alpha male' routine.
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  • 21
    katyvicky This made my night. The sad thing though is he probably didn't learn anything from the situation.
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  • 22
    ephemeralcomet "I hope you have a night as lovely as you are, sir." I cackled.
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  • 23
    onionbreath97 This is absolutely wild. So your policy is Hey we sent you written documentation that says you owe us more money than you agreed to pay but that's not real, just trust me bro. I'm surprised more people don't lose their . Yes this person went over the top but you're kind of asking for it with an approach this braind
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  • 24
    WhereIsMyTequila Great way to handle it
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  • 25
    throwawaytoreply1 You're welcome to steal these as well. "I hope you have the evening karma intends on you having" or "I would tell you to have a good night, but I don't want to get in the way of karma"
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  • 26
    katyvicky This made my night. The sad thing though is he probably didn't learn anything from the situation.
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  • 27
    Cofeefe Great that the manager has your back.
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  • 28
    RocMills What an incredibly satisfying story to read with my first cup of coffee this morning. Thank you for sharing that, put a great big smile on my face :)
    via u/RocMills

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customer service workplace-stories hotel Professional At Work karen-customer work tales from the front desk reddit story entitled customers Reddit tales from your server entitled people
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