'I can't just take your word for it': Entitled guest tries to check in under false name, front desk clerk refuses to comply, sparking heated debate in hotel lobby

Author image for Sienna Varady
Sienna Varady
Aug 5, 2024 12:00 PM EDT

It's never simple to work in the customer service sector. You frequently interact with a wide range of individuals and are never sure what to anticipate. Having said that, given the obvious drawbacks of this line of work, there must be some benefits, right?

The account following was written by an irate front desk clerk. The original poster (OP) has a very lengthy history of employment in the hospitality sector. Even though at first things were going quite well, as expected, all it takes is one person to push you over the line and make you wonder if you are in the right field.

That being said, be sure to read the story below if you're interested in learning more about what enraged OP to the point where he felt compelled to vent on Reddit! After browsing the story, reading the comments, and maybe even adding a few of your own, don't forget to read the story about the boss who defends his staff from an entitled client and wins over $100,000 in compensation for the business and employees!

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  • 01
    "Take a hike!" RECEPTION
    via canva
  • 02
    I'm so sick of being yelled at by people trying to check in to a reservation that is not in their name.
    via u/whobroughttheircat
  • 03
    Like seriously? If your name is Jim Miller what makes you think I will just check you in to a reservation for Sarah Parker? (All made up names for the rant). I don't care that they made the reservation for you. I don't care that other hotels let you do that. I don't care if you have permission from them. I don't care if it's your boss and they made it for you to get the points. I do not know you or this other person, so I cannot just check you in to a reservation. that is not in your name. If th
    via u/whobroughttheircat
  • 04
    It's a slippery slope for husbands and wives too. If the reservation is for Jill Smith and John Smith is here checking in. Then you put down that John smith is checking in. How am I supposed to know you aren't estranged and he's not here to hurt you or worse? It's a simple 60 second phone call to let the people who are responsible for you know who is or isn't allowed on your reservation.
    via u/whobroughttheircat
  • 05
    They act like I've committed a w cr e every time I ask for verification. Honey I don't know you or your husband. But I'll tell you, for free, you ain't the person on this reservation. This has to be the most common thing I get yelled at for at the front desk. And it blows my mind how people can this is normal. And we should just "take your word for it". Shouldn't they be happy we are taking such precautions on who we are letting have access to keys?
    via u/whobroughttheircat
  • 06
    spidernole 21 hr. ago Before the days of chip cards I worked big box retail. Someone would spend $3500, and I would ask for ID to go with the card. About half the time they got upset. And I would ask "Do you genuinely want me putting that much money on your card without making sure it's really you?? "
    via u/spidernole
  • 07
    jcbsews 20 hr. ago I always thank the cashier for asking - for exactly that reason!
    via u/jcbsews
  • 08
    bewicked4fun123 · 16 hr. ago People are crazy. I sent husband in by himself to check in because I was tired. He came out and told me there was no reservation. Not his name nor mine. I'm like the res number is right here. I called the desk from the car. They confirmed it because I had the number, name and date. But they wouldn't tell him I even had
    via u/bewicked4fun123
  • 09
    a reservation because he wasn't me. We went inside to check in and the lady tried apologizing. Nah... no need. Thank you for keeping guests safe. It's what you should do.
    via u/bewicked4fun123
  • 10
    whobroughttheircat OP 16 hr. ago Thank you for understanding. I've done this a long time and have had women and men stay who are staying because of domestic situations and have asked that we don't give out their room number or acknowledge they are here. Like honey, you don't exist to other people unless someone has permission on the reservation or a warrant. And even a warrant needs to talk to the GM.
    via u/whobroughttheircat
  • 11
    I'm very protective of my guests. When I'm on everyone is a guest in my house. I want them to be happy, safe and to know they are cared about.
    via u/whobroughttheircat
  • 12
    SamSamDiscoMan 20 hr. ago • Maybe you can ask these people if they show up for a flight and expect to get on an airplane under someone else's name? "Trust me, bro" wouldn't work then and they know it!
    via u/SamSamDiscoMan
  • 13
    Tiaximus 19 hr. ago I always told them, "believe it or not, you're actually not the first John Smith I've met today. I would hate to give your room to the wrong person, you know what I mean?"
    via u/Tiaximus
  • 14
    whoisniko 17 hr. ago had a client that submitted a rooming list. rooms coordinator entered everything in. okay, great! fast forward to the day of check- in, all the names given were nicknames. none of the names matched their peoples passports. there was mass confusion at the front desk and the client refused to take responsibility & instead blamed us. like, be for real
    via u/whoisniko
  • 15
    whobroughttheircat OP · 16 hr. ago Groups are the worst "I need a new room I can't room with this person". "Oh we have 1 bed we needed 2 beds". Oh no that s ks, NEXT
    via u/whobroughttheircat
  • 16
    elviraonfire 16 hr. ago Whenever they get mad i just try and explain it like you said..."if you were estranged or had a stalker would you want me to just take their word and check them in to your room?" Most of the time they are understanding but then you get the select few that just want to fight
    via u/elviraonfire
  • 17
    whobroughttheircat OP. 16 hr. ago Or assume I'm calling them estranged. This is the perfect subreddit. I have found the people who deal with the same pain.
    via u/whobroughttheircat
  • 18
    DrHugh 14 hr. ago • I sent my wife and daughter on a trip visiting colleges. I helped my wife set up a loyalty program for a chain that had hotels in each place, then used the information to book her hotel stays, so they would all be in her name, with her credit card and loyalty number. (She hates travel logistics.) This way, all she had to do was show up, give her information, and she gets checked in.
    via u/DrHugh
  • 19
    It really wasn't that hard to do. And when I plan a trip with someone, I'll put them on the reservations, so they can check in or get a replacement key if needed. If some odd situation comes up -- I had a trip to Japan earlier this year, where my daughter, studying locally, would have her own room at the hotel - - I contact them to make sure it won't be a problem, and find out what needs to be done in advance.
    via u/DrHugh
  • 20
    Tiny_War5975 · 9 hr. ago I used to do travel reservations for those credit card points and it was infuriating- No, I don't care that it's "hubby's card", he has to call in. When doing identity verification a woman once told me "trust me, it's me"- I hate it to break it to you but credit card fraud is bad enough as is without us trying the honour system.
    via u/Tiny_War5975
  • 21
    MightyManorMan · 18 hr. ago Around here, women legally must keep their maiden names, forever. So their cards, ID and everything is in their maiden name. They don't share a last name with their spouse. And then again, only about 30% of people marry. Most are common law, so they would always keep their maiden name. And of course, there are 2SLGBTQIA+ couples, who wouldn't normally
    via u/MightyManorMan
  • 22
    have the same last name. (I see you George & Brad Takei, Wanda and Alex Sykes and Pete & Chasten Butigieg... but you are the outliers!) So, how am I going to know to let them in, if you don't put them on the reservation?
    via u/MightyManorMan
  • 23
    Gymleaders 5 hr. ago I don't let anyone check in to rooms not under their name. I don't even make keys if their name isn't on the room. We've trained our guests at our hotel that we don't put up with that lol.
    via u/Gymleaders
  • 24
    whobroughttheircat OP 2 hr. ago • I try to, but other properties just let it slide. And one day it will backfire on them. But it won't here
    via u/whobroughttheircat
  • 25
    iredditforthep ay. 3 hr. ago I recently checked into my husbands hotel room 30 mins before he arrived in Toulouse and they just handed me the key, we don't even have the same last name ②I thought it was going to be a "no" for sure but was pleasantly surprised in this one instance to be let off the hook as I really needed a shower
    via u/iredditforthep**ay
  • 26
    • tammage 11 hr. ago This is the whole reason I've been nagging my husband to add me to his point cards. He works away and when we're meeting up I can't do anything without my name on it. I'm sending him this thread, maybe he'll finally get around to it!
    via u/tammage
  • 27
    Plus_Bad_8485 · 1 hr. ago If it the name isnt noted somewhere on the reservation, you're not checking in. I simply ask them to have the original booker contact the hotel to talk with me... verify the names, verify payment information and ask if its okay
    via u/Plus_Bad_8485
  • 28
    to add the names of the new guests to the reservation. I make it a habit to let the original booker know the guest's behavior as well
    via u/Plus_Bad_8485
  • 29
    whobroughttheircat OP 21 min. ago I had a wife tell me I was making her his and angry. Their names didn't even match. I was like oh well ma'am. Checks and balances.
    via u/whobroughttheircat

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customer service oddly specific blue collar employee workplace-stories employee hotel work stories Professional At Work tales from the front desk reddit story overworked-employees workplace Reddit
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