'I was so glad that they got what they deserved': 3-star hotel employee gets berated by entitled guests who demand 5-start hotel service and a discount, manager kicks them out

Author image for Elna McHilderson
Elna McHilderson • Managing Editor
Dec 31, 2024 1:00 PM EST

We are in awe of this Reddit story. It's very rare to find a work story that holds a manager in a good light, let alone, an epic one! We love nothing more than managers that have the back of their employees. It's how it always should be, and yet, sadly, it is not. But this time we found one—a manager who actually puts her employees first and doesn't give entitled guests a second glance. It almost brings a tear to our eyes. Sure, OUR manager are like that, but the only entitled people we have to deal with are the trolls in the comment section, and tbh, we love them. They crack us all up, including the manager! (Hope you had a good holiday, Joe!) But many managers out there will take the side of the entitled customers, guests, whomever, and throw their own employees under the bus. Reddit is full of those kinds of stories… But not this story! This story is about a manager who straight up threw out a pair of entitled customers the second they started to raise their voices to one of her employees. 

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    Cheezburger Image 10448744960
    via Unsplash+ (and Getty Images)

    This image is for illustration only, and the subjects are models; the image does not depict the actual subjects of the story.

  • It all started when a pair of Karens booked the wrong room. However, if you know anything about Karens, then you know that they don't think they did anything wrong. Of course they didn't do anything wrong! They can do NOTHING wrong because they are the customer! LOL No thank you. So when this employee tried very hard to explain that there is nothing she could do, they started yelling at her and throwing a tantrum. That's when the manager overheard the commotion and walked over to calmly introduce herself, reiterate what her employee told them, and them kick them out. Bravo, manager! Bravo. 

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    Manager kicked out guests who were r de to me I work at a small hotel which only has 3 stars and is therefore not very fancy. However, we do get some entitled guests who expect a 5-star service for a cheap price, or try to argue to get a discount. When dealing with these types of guests, our manager has informed us that she does not want to be called. In her own words, "she is sick of it after 30 years in the industry, and she would just kick everyone out immediately". So
    via DiMiJeDrugaSlapa
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    she gave us full permission to stand our ground and told us to throw the guests out or call the police if they keep on arguing. If she is not in her office, she likes to just hang out in the lobby and chill, but without her nametag which says that she is the manager. This way she has also seen a lot of those "fights" of ours with the guests, and she also always laughs with us at some of the guests' stupidity.
    via DiMiJeDrugaSlapa
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    Anyway, a few days ago I was working the afternoon shift, and two ladies came to check in. They booked a room with a double bed and no balcony, so that's exactly what I gave them. They went to the room, and then came back a few minutes later, angry and yelling all the way.
    via DiMiJeDrugaSlapa
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    At this time, my manager was sitting in the lobby and just shot me a confused. look. So the yelling ladies insisted that I gave them the wrong room, because they supposedly booked a room with twin beds and a balcony. I calmly found their reservation, printed it out, and used a yellow marker to highlight which room they booked. Of course, they didn't like this and wouldn't admit that they were wrong.
    via DiMiJeDrugaSlapa
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    Next they started to scream at me that they want their money back because they don't like the room. I explained that the cancellation period was over a long time ago, and in addition to that, they booked at a non-refundable rate. This p ed them off even more, and they went on to threaten me with their lawyer, started insulting me and swearing, called me an unprofessional yadda yadda you already stupid b I know how it goes.
    via DiMiJeDrugaSlapa
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    All this time while they were screaming at me, I was just calmly smiling because I saw my manager slowly get up from the couch, pull the nametag out of her pocket, and attach it to her shirt. She walked over, introduced herself to the guests, and told them that they are not welcome here. She said that they have 5 minutes to pack their bags and leave before we call the police. The entitled ladies then looked at me like they wanted to kill me, but I just looked at them smugly and I was so glad tha
    via DiMiJeDrugaSlapa
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    SkwrlTail The moment they even whisper getting a lawyer involved: "I'm sorry, but since you have threatened legal activity, neither I nor any other employee here is permitted to speak with you any further. All further communication must be in writing through our coporate legal team. Please leave the property immediately. The door is to your right."
    via SkwrlTail
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    MazdaValiant You have the kind of manager I aspire to be! That being said, I'm sorry you had to deal with such foolish guests.
    via MazdaValiant
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    Docrato Your manager is me. I'd do the same thing IF I was a manager myself. Because I like to keep myself in the loop AND I understand guests now a days have gotten vicious and overly entitled. Not all of them of course but now a days it goes from 0 to 100 real fast if someone doesnt get their way.
    via Docrato
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    axbvby If a guest is soooo cool and asks me if there's a possible chance at upgrade and there is, I be like "what the hol, why not?" Because management already told be a while back "if we are at low occupation and you like the vibe of the guest, give them a free upgrade. It gives us and you a good look." But for everyone else...regular room.
    via axbvby
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    Expensive-Spell7470 Many years ago, I worked as a Night Audit for a major hotel chain. Around 3 in the morning, I looked up from my desk to see a g in pointed at my face. We were robbed at gunpoint. When the police arrived and our manager, she scolded me for giving the gunman "too much money." The safe was open, he could see the cash. She was mad at me for that, and also expected me back for the next evening's shift. I never went back.
    via Expensive-Spell7470
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    tashaeus My manager is the same way. She always has our backs and backs up what we say, as long as it's the correct thing to do. I once had to evict and DNR someone out of the lobby for cussing at and threatening the person I was checking in because he had to wait a whole 5 minutes to get his key redone, for the 4th time in the first 3 hours of my shift. I guess he thought he was so very special because he was a regular. He came back the next afternoon and complained to her that I "was extremely
    via tashaeus
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    She just looked at him and said "Well what did you do or say to her? She would never be r de to a WELL BEHAVING guest." (She knew what he had done because I called her to let her know as soon as I evicted him.) He turned red and stuttered that it shouldn't matter what HE did, I have no right to kick him out.
    via tashaeus
  • 15
    Willing_Fee9801 That's a great manager. I wish I had one like that... A guest we had booked their reservation for the wrong day, then showed up to find our hotel sold out. He demanded that we kick someone out to give him their room, and we politely explained that it wouldn't be legal for us to do so. He got angry and started yelling and cussing. We tried to offer him other solutions, like checking nearby hotels or us taking his number in case someone cancels, but he refuses and carried on scream
    via Willing_Fee9801
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    Now he's been making a big scene in a crowded lobby all this time, we tell him he'll need to leave or we'll call the police. He refuses and carries on, so my coworker starts to dial the police. The guest then threatens to break my coworker's jaw and throws a sign at him. The police arrive and remove the guest. The next day, the guest calls to speak to the manager to complain. What does my manager do? Gives my coworker a write-up for his own assault. Which the manager saw on camera.
    via Willing_Fee9801

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hostels karens guests hospitality reddit karen tales from the front desk what goes around comes around entitled people karma concierge pay back karens in the wild justice served entitled karen karma hotels r-entitled Reddit karen story karma karen receptionist entitled people service industry
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