Now, I realize now that I am not nearly as much of a hardass as I used to be when it comes to guest service, and part of me is saddened by that because I have seen how I have let people walk over me a bit in the hotel industry. However, I do still manage to keep the creeps and cheaters away. For the most part.
One evening, I had a guest come in who I know has stayed with us at least twice before since I started working there back in July. He comes in every few months for a room. Well, he probably won’t be now and that is just fine and dandy with me. He came in inquiring about a room and wanting to know if he could have the same special that he had the last time. I asked for his last name so that I could look up his previous stay. I discovered that the deal he got his last stay was a special for that weekend and no longer available. He was a bit perturbed, but agreed to the current deal anyway. I told him that his previous stay he was in a room with two bed, and he asked about a room with a king size bed and I explained to him the difference in cost. He decided on the type he stayed in the last time, and it just so happened that the exact room that he stayed in previously was available, so I put him in that room.
He gave off an air of superiority, but I figured that was just the type of man he was, and during his previous stay, I hadn’t experienced problems with him. Well, goodness me was I wrong! Not even three minutes later, he comes back into the lobby and is absolutely irate. I mean, I could almost literally see the steam coming out of his ears. I calmly asked him what i could do to help.
He was angry because there was no desk in his room. Again, trying to stay calm at his now beligerent yelling, I told him that this was the room he had stayed in before according to the computer system and that he had not had this complaint before. He demanded to be moved to a room with a desk. Well, the only rooms with desks are the king rooms which were more money than he was paying.
He lost it. He absolutely lost it and started bitching and moaning about how he is a member of our rewards program and it is ridiculous that he gets treated this way and blah blah BLAH.
Oh, I was pissed, and the woman who runs the gift shop in the evenings was there as well, and she SYMPATHIZED with him. Which pissed me off even more.
With quite the edge in my voice, I told him to calm down and realize that it is not my fault, I am not the one treating him like this and if he is so angry, he needed to call the customer service line to complain that yelling at me wasn’t going to change anything.
Then he slammed his hand down on the counter.
That was it. I yelled at him and said “You can either take your things and go find another hotel or you can suck it up and pay extra money to get your precious desk. Which will it be because quite frankly, I am done dealing with your abuse!”
I should have kicked him out right then and there or even called the cops, but I was feeling so angry that I would have rather taken his money just for being such an asshole to me than let some other hotel get his money. Then again, it would have been amazing to have the cops escort him off the property.
The gift shop woman stood and looked between the both of us as I told the man that he was going to be paying more money and that he would have no right to try to fight it later if he tried. I make sure to cover my bases when someone will be paying more or less than I originally stated.
After he left and moved to his room, the woman from the gift shop went on to tell me how she felt sorry for him. I shot her an icy glare and told her to never tell me she felt sorry for a guest who verbally abused me like that again. She apparently didn’t see how he was in the wrong. It was apparently all of our parent company’s fault that he was feeling that way. I frankly told her that no “It’s his fault for being a greedy, entitled asshole.”
And then I wrote in his guest folio that he was rude, abusive and that I refuse to deal with him again. And he has since been placed on the Do Not Rent list. However, I know he will not be back, and if he comes back while I’m there, I will simply tell him that we have no room left, even if I don’t have a single guest in the hotel.