Entitled hotel guest demands a room on the top floor, concierge tells her none are available, customer loses it: 'She then leaves a 1 star review'

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Ben Weiss • Writer and Editor
Aug 25, 2025 4:00 PM EDT

Working in a customer-facing role means that you're going to inevitably come across disgruntled individuals whom you shouldn't have to deal with on the job. But alas, who else is going to deal with them? Some folks have found ways to amuse themselves when schooling the entitled customers of the universe. This front desk agent, for instance, knew exactly what she was doing when she rightfully denied a room on the top floor to an aggressive guest.

This lady would not quit. She insisted that her status as a Gold member at the hotel chain entitled her to one of these special rooms despite the fact that she did not request such a room when she made her initial booking. As such, all of those desired rooms were unavailable save for one. The concierge attempted to explain to the woman that this vacant room was in the process of being turned over by housekeeping and that it could take several hours before it was ready. However, there were plenty of rooms on other floors that were just as spacious and were ready for the guest to claim. 

That's when the woman started to throw a tantrum. She even went so far as to give the same speech to the front desk agent's coworker to try to get him to give her what she wanted. That made the author's head spin. Keep scrolling below for the full interaction and to find out what happened when the entitled guest contacted the corporate office to complain about this travesty.

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  • "I withheld a top floor room from a Gold member because I felt like it and personally wanted to ruin her vacation."

    Receptionist hands over documents to a tourist at the front desk.
    via Unsplash+ (Getty Images)

    Image is representative only and does not depict the actual subjects of the story.

  • You have to hand it to the front desk agent for refusing to make housekeeping's lives worse by catering to this entitled guest. She decided that she wasn't going to make them rush to get that one room ready, especially since that room has technical difficulties with the television anyway. She instinctively knew that if she gave that room to this customer, she would complain about the TV. So, she stood her ground and let the lady complain all she wanted. After all, the author knew that she was in the right.

  • Last weekend, we had a Karen check in on a Friday, and I get her checked in within a minute or two, everything seemed good to go. I hand her keys to a third- floor room, and she stops de d in her tracks and asks me if its the top floor.
    via WoodenExplorer2530
  • I tell her no, it's the third floor. She got haughty and insisted she requested a top floor room. I do her a courtesy and see if I have any on the top floor. I had exactly one room, but it was dirty and I relay this to her, that housekeeping is still cleaning it. She then demands an ETA on it and will insist on waiting for that room to be ready.
    via WoodenExplorer2530
  • ...Bear in mind, I've been on the clock for 10 minutes, tops, and it's almost a sold out Friday. I have NO idea how far along housekeeping is and I'm not going to rush them for her to get a room on the top floor when I saw no request for one on her reservation. I also don't promise ETAs on rooms, one of my prior stories explains why this is a bad idea.
    via WoodenExplorer2530
  • I also notice that the top floor room in question has been a problem room for us because it has had a frequent issue with the TV not working, and most usually when we rent it people ask to move anyway because of it. Not sure why we can't decide to leave it out of order or not, but it's been a pain in the rear for both guests and staff alike.
    via WoodenExplorer2530
  • I tell her that it won't be available because 1) its dirty and 2) maintenance issue, and she storms off insisting she requested a top floor room and wants it later.
    via WoodenExplorer2530
  • Low angle photograph of "Hotel" lighted signage on the top of a obscured building.
    via Marten Bjork

    Image is representative only and does not depict the actual subjects of the story.

  • Later, my coworker arrives and joins me, and before I can catch them up to speed on the situation, the lady returns and tries to tell them that she was promised a top floor room and wants to move, while completely ignoring me pretending I didn't exist.
    via WoodenExplorer2530
  • I slide in and remind her (while also informing my coworker) that she was told it wasn't available because there was a maintenance issue found in the top floor room and we couldn't give it to her. Because I respect
    via WoodenExplorer2530
  • both my coworkers and her time by not giving her a runaround about it. I also can't in good conscience rent a room I know she's going to complain about later. Which leads to a room change, and lo and behold nothing left on the top floor...
    via WoodenExplorer2530
  • She storms off again and insists she's going to corporate about this injustice. And she sure did by first opening a case against the hotel because she checked out a day earlier than intended and was surprised to see that her bank statement still has the full authorization for the original stay length, thinking we overcharged her.
    via WoodenExplorer2530
  • I responded to and closed the case because we did not in fact overcharge her, even sent her another receipt showing this. The initial authorization stays on for a few days and eventually gets finalized by the bank, we have no control once the card goes through for the stay.
    via WoodenExplorer2530
  • A few days later, she then leaves a 1 star review saying she was overcharged an obscene amount and refused to refund her, and that the front desk personally insulted her and ruined her staycation because I lied to her for no reason and didn't want her to feel special by giving her a top floor room.
    via WoodenExplorer2530
  • She admitted to opening a chargeback case because of her bank statement showing what she was originally authorized by us and claims she called the desk about this and got hung up on twice, to which me and my coworkers have no idea about.
    via WoodenExplorer2530
  • Ekd7801. Is it just me or have people gotten even more exhausting lately?
    via WoodenExplorer2530
  • TellThemlSaid Hi⚫ I had exactly one room, but it was dirty and I relay this to her, Don't give information. "Unfortunately, we don't have any of those available." The moment you give information, you're in a negotiation. Don't negotiate.
    via WoodenExplorer2530
  • Au... I love when guests admit to bank fraud. As if I can't send that review to the bank in my defense. What a dumb bi
    via WoodenExplorer2530

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workplace-stories hotel guest hotel toxic-workplace work tales from the front desk entitled customers entitled people karma workplace entitled people toxic-work-environment
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