'[An] epiphany of humility': Disgruntled hotel guest keeps calling with Karen-level complaints, eventually calls back to apologize leaving the employee amazed

Author image for Elna McHilderson
Elna McHilderson • Managing Editor
Jul 17, 2024 12:00 PM EDT

Sometimes people can have a Karen moment, but that doesn't mean they are certified Karens. Sometimes they can redeem themselves. 

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  • People get cranky, we all know and have experienced that. It's how you handle your crankiness that defines you to a stranger. For example, if you're totally immature and yelling at some employee for something out of their control, then that makes you a Karen. But, if you do that and then eventually realize you are wrong and apologize, then that just makes you a person who had a cranky moment. 

    That is what this one lucky hotel employee got to experience. He was working the night shift when there was a reservation issue. It go figured out, but the husband of the guest called and started throwing a Karen-level tantrum. He called several times yelling and demanding to speak with the manager. However, to a huge surprise to the employee, his last phone call was to apologize. He took full accountability and they actually were able to figure everything out in a calm and respectful manner after that. Isn't that wild? Read the entire situation below. 

  • 01
    30 Local calls dial 9 number Room to room "[The male Karen] apologizes again, and wishes me a good night. I stare, slack-jawed, at the phone for a good minute after I hang up. I think that might be the first time I've ever had someone own up and apologize.' "
    via Erik Mclean via Pexels
  • 02
    It finally happened... Long July 11th. 7/11. The day once a year where I make an actual effort to go to a convenience store and get myself a little treat, even if I had no other need of said store. Because I'm a weirdo.
    via Poldaran
  • 03
    Well, today, I'm going to go buy a lottery ticket. Why? Well, that's a bit of a story. And I'm going to be honest. Of all my stories, this is the one you won't believe. I don't believe it, and I was there. Cast: Me, Very Shiny Guest(VSG), His Wife (HW) Heads out of the gutter. This isn't the Hub or Dear Milhouse.
    via Poldaran
  • 04
    A woman enters the hotel, pretty late, She looks pretty tired, which I understand. She approaches the desk. HW: "I need to check in. It's under <HW>." Me: "I'm sorry, I don't see any reservations under that name." HW: "Oh, try <VSG>." Me: "Ah, there it is...oh."
    via Poldaran
  • 05
    Yup, as you may have guessed...her name isn't on the reservation. Same last name, but, you know, that's unfortunately not good enough. And it's pre-checked in online. Me, internally bracing for the yelling: "Unfortunately, your name isn't on the reservation. I'm not able to check you in to that room for guest safety reasons." HW, sighing: "Well, do you have rooms? And how many millions of dollars will I have to pay for it?"
    via Poldaran
  • 06
    Me, releasing that held breath: "I do. And since I do believe that this was just an oversight, I'm going to go ahead and extend the same corporate rate to this one that was had on the other, so you'll be paying <price about half of our rack for the night>. I can safely extend the rate here at my discretion since it's not a guest safety issue." HW: "Yeah, that's fine. He can sort it in the morning." EverythingBetterThan Expected.jpg
    via Poldaran
  • 07
    I get her squared away, she goes upstairs. And then the phone rings. Outside line. I answer. Me: "Thank you for calling -" VSG: "Who the wouldn't let my wife check into my reservation?!" Ah, there's the yelling. I explain policy about the name thing.
    via Poldaran
  • 08
    VSG: "Well, she had my reservation number and same last name, why wouldn't you let her check in?" Me: "Again, sir. A jilted spouse could potentially get that information and if I let them into the room, people could die. So, for safety, if the name isn't on the room, you can't be given access." VSG: "That's ridiculous. So I'm just going to be charged for the second room?"
    via Poldaran
  • 09
    Me: "I'm working on making sure that doesn't happen, but it's going to take management approval. In the morning, I'm having housekeeping verify no one was in the original room, and once that's proven, I anticipate my manager will give the okay to refund your original stay." VSG: "You'd better." <hangs up> 3 minutes later...
    via Poldaran
  • 10
    Me: "Thank you for calling -" VSG: "I just don't understand why you couldn't check her in. You'd better at least give her the 4pm checkout I'd arranged for her." Note: He had not arranged one, but his status does entitle him to one. Sure, eff it. Me: "We can do that, absolutely." VSG: "So I'm still being charged for the other room?"
    via Poldaran
  • 11
    Me: "As I said, I anticipate that I will be able to get that refunded, but not until housekeeping is in tomorrow morning. As the night auditor, I don't go into rooms." Kidney shenanigans aside, of course. VSG: "Fine." <hangs up> 4 minutes later... Me: "Thank you for - II
    via Poldaran
  • 12
    VSG: "WHEN IS YOUR MANAGER GOING TO BE IN? YOU DIDN'T EVEN ASK HER FOR THE RESERVATION NUMBER!" Me: "As I said before, we can't use. that as proof that someone is allowed in a room because someone else could potentially get that information." VSG: "I DIDN'T ASK YOU FOR EXCUSES. I ASKED WHEN YOUR MANAGER WOULD BE IN!"
    via Poldaran
  • 13
    Me: "I believe that a manager will be in around 9am." Probably. Maybe. It could go either way. VSG: "WELL, I WLL BE CALLING! I'M A LIFETIME <VERY SHINY> AND I'VE NEVER BEEN TREATED THIS WAY!" <Hangs up> I write a message to management about the whole ordeal. Then... 7 minutes later...
    via Poldaran
  • 14
    Me: "Thank you for calling <Hotel>, this is Poldaran. How can I assist you this morning?" VSG: "Hey, Poldaran, I'm sorry." Poldaran.exe has encountered a fatal error and crashed. Rebooting. Me: "Uh, thank you?"
    via Poldaran
  • 15
    VSG: "I just hadn't been able to sleep, but that's no excuse. Jesus wouldn't want me to have treated you the way I have. I realize you're just doing your job and trying to keep people safe and don't deserve any of that abuse." Me, internally: "Am I on Punkd?" Me: "I really appreciate you saying that. Now that you've calmed down, if you'd like, I can explain the steps I've already taken to try to make sure you don't get charged for both rooms."
    via Poldaran
  • 16
    We have a generally civil conversation. He apologizes again, and wishes me a good night. I stare, slack-jawed, at the phone for a good minute after I hang up. I think that might be the first time I've ever had someone own up to being an and apologize. May God bless that man for having that epiphany of humility.
    via Poldaran
  • 17
    So, yeah, I'ma go buy a lottery ticket when I get off work, since I'm apparently at jackpot levels of luck. Though I also expect I could get run over by a loose tire that flew off an speeding moped while walking from the mailbox to my door tomorrow, so, you know, could go either way.
    via Poldaran
  • 18
    buddhapipe 4d ago She was really tired, so I'll give her that, but why not call the husband while at the front desk to be added to the reservation? She called him right after so it wasn't an issue of waking him up. All that aside, that's really great that he owned up to his mistake and apologized. We all have our moments. of rage (not that it's ok), but he actually put his pride aside to make it right. We need more of that. 42 Reply
    via buddhapipe
  • 19
    No_Party_6167 4d ago I've become close to guests after it's started with a shouting match, all because they apologized. I get it. The whole spouses HAVE to be on the reservation is annoying (but necessary). Another instance where a small few ruin it for everyone. ↑ 27 B Reply
    via No_Party_6167
  • 20
    SkwrlTail 4d ago Always nice when someone has a moment of satori and realizes their true place in the universe. The most powerful words anyone can speak are "I was wrong". 21 Reply
    via SkwrTail
  • 21
    JustALizzyLife • 4d ago Wife called his a out and told him that if he didn't stop his bull hit, she wasn't coming home. You know that in between his calls to the front desk, he was harassing his wife. ↑ 8 ↓ Reply
    via JustALizzyLife

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