So this past weekend, I had a brother and sister show up at the hotel, around 35 years old. They were both absolutely trashed. Came to the desk with beers in hand. They were only getting rooms so they weren't driving home.

I talked and joked with them for probably 10-15 minutes. Got them their rooms. Gave them both keys. Because both rooms were in her name, I had the guy hand write his name on the paper registration form, as usual. That way if the guy loses his keys we can confirm it's okay to give him new keys. Obviously I couldn't have taken a photo but it looked like a 3 year old's writing, scratchy and started too close to the edge of the paper so his last name waterfalled down the edge. Completely illegible. He lost his wallet so we had no ID to verify anyways. So whatever.

Then he says, "I just gotta go park my truck." We had around 10 rooms filled with a baseball team of probably 10 year old kids. 15 kids maybe. They wreaked havoc the whole weekend. This situation with the drunk people happened around 10:30pm and at 9pm or so the bartender closed up and brought me his deposit and said the kids were playing baseball in the parking lot.

I didn't know at 10:30 if they were still out there but the parking lot was full and the idea of this drunk mofo driving around all these cars and possibly kids had me telling him "No, you're not driving. But I can park your truck for you."

It was parked under the awning thing and we'd been told vehicles can't stay there long term in case emergency vehicles need access to the front door - the space fits about 2 cars side by side, so his truck had to go. At the time, I was alone in the hotel as usual.

The guy said "Yeah sure just let me go grab a beer out of it first." Comes back in with a new can, sits down on the sofa. I go park the truck and when I got back NA guy was there to take over. I explained the situation as the sister came out of the elevator and handed us her ID saying she didn't know where she was (her room number.) Within 15 minutes she'd lost her keys, I'm talking drunk-drunk. I'm-in-Wisconsin drunk. Give her new keys and I leave for the night.

The next day right after I got to work I found the GM to explain the situation and make sure I wasn't going to get in trouble. She said "Yeah it was a bad decision, it's a huge liability for the hotel." Blah blah.

I worked that day (Saturday) and the following day. Then had two days off. I go back in today and she immediately calls me to the office to fire me.

I just want to rant and ask what you all think of this situation.

ETA: I just thought about wrongful termination, did minor research. Being terminated for refusing to commit an illegal act is wrongful termination. Would it be worth looking into? It's a mid-size common hotel across the US.

There is a big family attraction in this part of the country. A lot of our guests in the summer come for this attraction and we have packages which includes hotel+attraction tickets.

This family of four booked such a package in one of our King+futon+Jacuzzi rooms.

Shortly after checking-in, they come to the desk stating that there aren't enough beds in the rooms for everyone. Unfortunately, we don't have any double queen rooms left, so I can't switch them. I inform them that there is a fee if they want to rent a cot. They state once again that this room, with the Jacuzzi bath, is for romantic couples than for families.

Why didn't they book a room which suited there needs better? A deep philosophical questions to which I have no answer. Maybe there was no regular rooms left when they booked. Yet, the description of the room was there. King bed+futon. The pictures were there. The description of the room doesn't magically change because they are a family.

They are unhappy that the only solution is to provide a cot for a fee. They state there isn't enough space in the room for the cot with the Jacuzzi bath which takes a lot of space. I have no other option to offer them, so the cot with a fee it is.

Some families of five book that same room. It is in fact quite spacious. They will indeed add a cot to their reservation when booking or they will bring inflatable mattresses. They plan ahead and understand that the description of the room is a fixed one.

Twenty minutes later, they come back. What they will announce me is something that has never happened in my three years here. Or, well, in more than 15 years in this industry. Yes, as disgruntled as I am, guests still find a way to surprise me and bring new situations to me.

They lost their tickets. Well, in fact, it's one ticket, one family pass for two days. It's worth more than $250. They ask if they can get a new one.

Those tickets, they are tickets for the hotels of the area sold in bulk at the beginning of the summer. We pay for every one of these tickets in advance. If, at the end of the summer, there are tickets left, we send them back for a credit for the next season. But we do have to send the tickets back. If we just give them another ticket, we just lost more than 250$.

So, the answer is no.

They are stunned. "We bought a package we you. Our confirmation email says that we have an entry for this attraction. You only gave us a piece of paper. We lost it. We want to go to the attraction now. What will you do to make this right?"

I am also stunned. At loss for words.

I go get my boss. "They lost the ticket". Boss is also stunned.

There is a big moment of hesitation. Boss goes to see the guests. "You have to find the ticket back"

"We can't. We searched everywhere. Our confirmation email says that we have this attraction included with our stay. We want to go to the attraction now. How do we do that?"

"You want to go now?" boss inquires. "But it closes it one hour. You are going to waste one day of your two day pass."

They are furious. "Well, we wasted so much time with the bedding situation. There were not enough beds for us in the room! And now we have a cot that takes up all that space, it's a mess in there, so of course, we lost the ticket! It's only one little small piece of paper and you just give us that? We need a digital version of it! Your ways are so archaic!"

The attraction does not do digital versions for the hotel tickets.

Boss is still stunned and unsure what to do. I don't believe the boss has seen such a situation of the 15 years of owning this hotel.

"We can try to contact the sales director of the attraction with who we deal and see what they suggest."

Boss tries to call, voicemail. An email was sent. I explain to the guests that we have to wait for a reply.

They go out for dinner. When they come back, they stop once again at the desk.

"So, what do we do now?"

"Well, we haven't got a reply from the attraction, so it will have to wait until tomorrow. We have the last digits of the ticket, so maybe with that, they can cancel the ticket, credit us and we can give you a new one. Or, if they can track the whole number, you may be able to go to customer service there and get a ticket issued, we don't know yet, we have to wait for their reply, but now they are closed, so it will have to wait until tomorrow."

This triggered the full karening mode.

"NO I DON'T CARE WHAT THEY SAY! I DID BUSINESS WITH YOU! YOU HAVE TO PROVIDE ME A WAY TO GO THERE TOMORROW MORNING! IT SAYS SO IN MY CONFIRMATION EMAIL!"

"Well, on our side, our responsibility is to provide you with a ticket, which is what we did..."

"YOU FIND A WAY! YOU THINK OUTSIDE THE BOX! OUR CONFIRMATION EMAIL SAYS YOU HAVE TO PROVIDE A WAY FOR US TO ENTER!"

"Well, we can't force the attraction to let you enter. We have to wait on their reply."

"I DON'T CARE! I DON'T CARE WHAT THEIR POLICY IS OR WHATEVER! I DID BUSINESS WITH YOU NOT WITH THEM! YOU FIND A WAY TO GET US IN THERE TOMORROW! YOU JUST FIGURE IT OUT"

"Well, like I said, we can't force them or tell them to act in some way or the other. Also, if you lost your ticket in the hallway, and someone uses it at the first time tomorrow morning, I'm not sure what us or the attraction can do."

"OH IT'S SUCH A TERRIBLE CUSTOMER SERVICE! I'M SO DISAPPOINTED! IT'S ALL A SERIES OF DISAPPOINTMENTS! FIRST YOU PUT US IN THE ROMANTIC COUPLE ROOM INSTEAD OF A FAMILY ROOM AND THERE ARE NOT ENOUGH BEDS AND WE HAVE TO PAY FOR A COT AND NOW YOU WON'T PROVIDE US FOR A WAY TO GET TO THE ATTRACTION WE PAID FOR! YOU JUST GAVE US A $250 LITTLE PIECE OF PAPER AND THAT'S IT, IF WE LOSE IT, YOU OFFER US NO OTHER OPTIONS"

"We gave you the room that you booked and we provided you with your ticket which allow you to enter the attraction. There is nothing more we can do tonight. We have to wait for the attraction to come back to us tomorrow morning."

The karening continued for a while about how terrible the customer service was and how we don't think out of the box and why don't we simply give them another ticket and figure it all out later and how we will get a bad review.

I simply replied over and over again: "There is nothing more I can do tonight" until they went away.

Just needed to vent about some of the self important, “high profile” guests we get.
We had a corporate group book a large block of rooms along with meeting space.

Despite being in a major metropolitan area, our hotel runs on a barebones crew during the day because management is obsessed with cutting labor costs. There is no daytime security. If something happens, whoever happens to be working, manager or not, is just assumed to deal with it.

During their meeting, a mentally ill woman somehow got onto the elevator, made her way up to the convention space, wandered into their meeting, interrupted it briefly, and then left on her own accord. The elevators are just outside my peripheral vision from the front desk, and I was busy helping guests, so I never even saw her go upstairs.

Nobody from the group notified the front desk while it was happening. Instead, they finished the meeting first and then came to the desk afterward to make a huge issue out of it.

I was the only person at the front desk at the time. They immediately started grilling me about security, and I told them, “I’m sorry this happened, If something like that is happening, please let your banquet contact or someone on staff know immediately so we can respond.”

One white Karen-looking business woman scoffed and said, “Well, our CEO was there and could have been hurt, like that CEO who got shot.” She is obviously referring to Luigi’s

That comment instantly irritated me. My first thought was, “Why? Is your CEO a piece of shit like the one that got shot???”

The irony is that this same group couldn’t even manage to use their own booking link correctly and all kept booking via third parties which doesn’t count toward their group to avoid attrition. They repeatedly tried to get around the rules, wanted to bring in outside food even though their contract explicitly prohibited it, and seemed determined to nickel and dime everything. It really felt like they either never read the agreement they signed or assumed the rules didn’t apply to them.

I honestly don’t understand how some of these people end up in the positions they have. They project this image of being incredibly important and successful, yet so often they can’t follow basic instructions, expect everyone else to solve problems they never reported, and spend their time looking for ways to cut corners.
End of rant.

Patience is a very scarce resource in the world of customer service. Everyone thinks they're #1; the highest priority that must be served at a moment's notice. Such as was the case with this individual...

Let's call her Turquoise. She and her husband were part of a very large group of older folks. Some members of the group were trying to check-in as early as 7:30 that morning, but especially because we were sold out the night before, these requests could not be honored.

I had come in for the 3-11 shift, and was only about a half-hour into it before my first interaction with Turquoise. The mass that had grown over the course of the morning was finally being moved along as rooms became available, but there was actively a line in the lobby until around 4:30pm.

At some point during this early bit of chaos, Turquoise, who was already checked in, called down saying that their room lacked a shower chair. She needed one for her paralyzed husband. I told her I'd let Housekeeping know.

About 15 minutes had gone by and I genuinely hadn't yet had a chance to pass along the request. We were still cutting down the line and the phones were, of course, also ringing off the hook. As it would turn out, Turquoise actually joined the live queue and just so happened to end up coming up to my terminal. She was annoyed, and reiterated her request. Once she was done, with a heartfelt tone and a smile, I said: "Actually, it was me you spoke to! Housekeeping is very caught up right now, as are we, but someone will be with you soon."

"And when's that gonna be?" she snapped back. I told her: "Ma'am, I can't speak for Housekeeping, but it should only be a few minutes." Still agitated, she shot back: "That's not good enough for me! My husband is hot and sweaty and I need to help bathe him now! We have an important dinner to get to in an hour; are you telling me I'll be late for that?!"

Trying to keep it together, I somberly replied: "Ma'am, I understand your frustration. All I am asking for is a little patience." Still not satisfied, she put her hand on her hips and said: "Listen, I can see you all are very busy right now, but this is unacceptable. I need a manager." The FDM was actively checking people in by the first terminal, but either way, I glazed over her request with: "Ma'am, like I said, Housekeeping is responsible for bringing this up to you and they will handle it soon."

She left with a 'harumph' and I took the brief moment of her walking away to finally patch the request through. Didn't hear from her for the rest of the night, thankfully.

I understood her plight, but the indifference to the sea of people (her fellow group members) she actually decided to wait in just to come and bicker was an interesting choice to me.

So I’ve been at my front desk job of the same hotel for 2 years and 1 month. I start a full time corporate job on Monday so I’m taking a leave of absence for a month to decide if the new job is right for me and gauge how burned out I’m gonna be from it. I don’t wanna outright quit because I feel like that’s a little foolhardy; I wanna make sure I have my bases covered no matter what so I’m thinking of seeing if the owner of my hotel will put up with me doing literally 1 shift every month???? Or every 3 weeks maybe? Every other week seems like a lot right now bc idk how the other job will go. But for the time being, this is my last day.

NOW ON TO THE STORY!!

I have 35 mins left of my shift, it’s 2nd shift. I’m tired and anxious. It’s been tough saying goodbye to coworkers and regulars alike. Phone rings. I answer. It’s a woman. She’s talking too fast so I had no idea what she said so she repeated it and all I got was “Yeah um do you guys have ….?” so I had to go “Do we have what?” and she says “Pack ‘n’ Plays?”

Now first of all, when I first started my MALE coworker had to explain what that was to me because I don’t have kids, siblings, younger cousins, nothing, nada. I’m clueless about kid-centered lingo. So imagine my annoyed confusion upon finding out it basically just means crib. Like just say that?

Anyway, we do have one but literally we only have a SINGLE ONE. We’re a chain and have 70 rooms but only ONE crib and only TWO cots for that matter. So I said “No, the only one we have is in use right now.” Which is true of course. Aaaaaaaaaand here comes the tone!!! Ik you guys know exactly what I’m talking about. The dramatic pause and then incredulous inflections, all: “..You only have ONE?????” I said “Yes.” And she goes “Ok thank you,” with all the pleasantry she can muster and then before I even hang up, she’s hollering at her (I assume) husband like “THEY DON’T HAVE ANY!!!?!?!?”

I hung up and sat there a second and just got filled with rage. And I’m sure most of you will get what I mean but for those that are new; it’s not that she called and asked. It’s the way she’s mad at ME like I chose to have one crib available for the whole hotel. Like I have nothing in it, it’s not my place, responsibility, literally anything. And then in addition to that, when she’s all ‘yOu OnLy HaVe ONE’ I just wanted to go YEAH AND THAT’S ONE MORE THAN YOU HAVE, IS IT NOT????? Like it’s YOUR child. Not the staff’s. Not the building’s. Not the owner’s. YOURS. Don’t get mad at the hotel, more specifically the front desk person, because YOU didn’t bring what YOUR kid requires and that someone else didn’t either and got the equipment first. It’s first come first serve.

So yeah, not a crazy story, just enough to get under my already irritated skin 🫠

This happened tonight at midnight.

I work at a hotel in northern Italy, and I was on the night shift when this guest walked in. They didn't have a reservation and asked if they could get a walk-in room.

I said, "Of course," and explained that walk-in reservations require a 10 euros deposit in person, but that they could book through our website instead and save some money.

They told me they had cash ready to pay, but we don't accept cash for walk-ins. We require a physical card to pay for the room and hold the deposit. I explained that, and they looked at me weirdly and said, "That's not what I read."

I told them it was our policy and that it's written on our website. It should be written on third-party booking sites too, but sometimes they skip over details like that because giving front desk workers more troubles is funny.

They repeated, "No, that's not what I read." So I pulled up our website and showed them the motherfucking rule.

They frowned, shook their head, and said, "No, that's not true. You must have added that just now. Here, this is what I know."

They shoved their phone in my face where there was a fucking ChatGPT conversation.

The bot had told them something along the lines of, "Hotels in Italy don't require a credit card at check-in."

I took the deepest breath of my life.

I already hate AI, and I already hate entitled people, but I only have one more month before I can finally leave this job and keep my sanity.

I explained that yes, we don't require a credit card IF YOU'VE ALREADY PAID ONLINE and you're CHECKING IN with a RESERVATION. But, as clearly stated on our website, which has been around since 2012, a year when the world honestly should've ended for the sake of everyone's mental health, we require a card for walk-ins.

The guest shoved the phone even closer to my face and said, "No, that's not true. It says right here that hotels take cash payment!" while pointing at one sentence from the chat.

I took three steps back, another deep breath, and explained that 1) They needed to stop invading my personal space.

2) The sources ChatGPT used were just a random mix of hotel websites, and none of them were ours. If a hotel in southern Italy (we're in the north) accepts cash deposits, good for them. Our hotel doesn't.

At that point they groaned and said, "No, you added this rule because you don't trust me. Is it my looks? Are you discriminating against my looks?"

Said the white person screaming at a hotel worker while quoting ChatGPT. Yeah, I'm sure discrimination is the problem here. What a fucking take.

By now my patience was hanging by a thread, but I still tried to explain that I'm a front desk worker, not a programmer. I can't magically edit the hotel's website. Hell, I've got three queer flag pins on my jacket that my manager doesn't even know about. Discriminate my ass.

I also tried explaining how ChatGPT actually works: it doesn't know things. It pulls information from different places online, mashes it together, and predicts what sounds like a good answer. Sometimes it's right. Sometimes it's completely wrong. Tonight it was completely wrong.

The entire time I was trying to explain this, they kept talking over me, typing new prompts into ChatGPT, and shoving the screen in my face every single time I opened my mouth.

Then they hit me with:

"No, it doesn't. If it was wrong, companies wouldn't be using it. You're just scared it'll do a better job than you with that attitude. I want to speak to your manager and be checked in by someone older."

I told them my manager had already gone home for the night, but she would've told them the exact same. Fucking. Thing.

At this point I wasn't even mad about ChatGPT anymore. I was mad about the unbelievable entitlement.

So I snapped: "Look pal, ChatGPT is not an appropriate source of information. It got your answer wrong. That's it. Next time, read the hotel's actual website. The hotel down the street has its policies posted on the window if you want to try your luck there, because WE WILL NOT ACCOMMODATE YOU until you're willing to accept our rules and speak to a human being who's actually trained for this job."

They completely lost it. They angrily typed something else into that fucking TrumpGPT, shoved the phone in my face again, and screamed, "You can't refuse service to a guest once they enter your hotel! See? It says so right here!"

At that point I honestly stopped caring. I stood up and told them they were not a guest because they had never checked in or paid for a room. That's the law. I even told them which two articles of the penal code to look up in his fucking Tr*mpGPT chat and informed them that if they didn't leave, I'd call the police for trespassing and harassment.

They finally left while throwing out a barrage of "fuck you," "this is a joke," and "you young people have no respect."

The funniest ones were: "They created AI so people wouldn't have to deal with your Gen Z leftist propaganda." and: "Back in my day you'd have been fired for that attitude."

Trust me mate I'd pay to get fired.

I went into the back office and cried for five minutes because the stress finally caught up with me.

Guessing most people staying at hotels are pretty well-travelled and fully aware of normal check-in procedure. At every hotel. Everywhere. Slight variations in policy from hotel to hotel. Free pass to those whose first time it is travelling or who travel rarely. :-)

Arrive at hotel and when asked for credit card, guests reply with these excuses:

Just use the credit card on file. No problem, but I still need to see the actual physical card. Really, why? I've never been asked for one before (uh huh). Oh, I don't know. Only to verify that it actually is your card being used and you aren't using someone else's without their knowledge?

My company is paying. Well, there is nothing in the reservation to tell me this. I either need your credit card, or for the company to send us an authorization form. But it's the company card on file! Just use it. I have no way to prove that. They huff and puff and either give their own card, or wait impatiently for the company to send the form.

But it's already paid! Yes, it is paid to the third party, but we have to have your card on file too for incidentals. Just use the one I gave the third party! Doesn't work like that -we don't have any of your payment details because you did not pay us. And still need to see the physical card. But I didn't bring it! Of course you didn't.

I'll just tap to pay with my phone. Sorry, we don't take tap to pay to check in - only for hotel sundry sales. Then just use the card in the reservation. Sorry, we need the physical card. But I didn't bring it! Of course you didn't.

Please can everyone just come prepared. Why would you think we can just use a random card that is in the reservation, without knowing whose it is? They all claim they never have to give a card and this has never happened before. Annoying part is that almost all will put a bad review online saying we gave them or their employee a hassle at check-in over credit card procedures.

Not really a full on story but I just really need to vent. I feel like I spend my entire day at the front desk taking "I need to cancel" calls from people who booked through a third party booking website, and it baffles me. I've gotten 5 so far today. Why were you not able to figure out how to contact the property directly to book, but suddenly you're able to, now that you want to cancel and yell at me when I can't do it for you? I understand that it can be hard, (by design), to find the hotel's direct website/phone number. But I just don't understand why it's suddenly NOT HARD... once they've already used a third party to book and now want to cancel. It would be common sense to me to just go to the same place I booked and cancel there, but half of the time, it's like I'm suggesting they tear off their own foot and eat it. As if I'm just being lazy or I'm bad at my job.

We don't even accept pre-paid bookings anymore because of the amount of people that were being scammed with bogus "service fees" and the added hassle of being literally unable to change dates or do anything once it's been sent through as a virtual pre-paid card... But even still, on Suxpedia, 99% of the time, it doesn't even give me the option to request it on my end. And some people are understanding. But a lot get frustrated and angry, don't understand why I can't just do it because "IT'S YOUR HOTEL, JUST CANCEL IT!"

I just really resent OTAs at this point. It seems like they only exist to make life more difficult. And I've also come to realize the general IQ of the average person is very low.

I stumbled across this sub and didn't know it existed, so I thought I'd share one of my favorite stories from when I used to work in hotels.

I used to work for one of the big brands at one of their luxury hotels in the US. As per company policy, whenever we had rooms available, we would upgrade Platinum+ members to better rooms for free.

One day, a guest called to make a small change to his reservation. He was driving, and there was a lot of background noise, so I misheard one of the letters in his last name. When I confirmed the spelling, he corrected me with, "It's a C, not an S," then muttered, "Fucking idiot."

Little did he know, he'd already been upgraded to our hotel's Presidential Suite for his stay because of his Platinum status. So I made the requested changes while quietly downgrading him back to a standard room. He'll never know he lost the best room in the hotel just because he decided to be a pompous ass.

Don't ever bite the hand that feeds you.

Anyone else experience guests trying to check in but their name isn't on the reservation?

Has happened several times lately.

We explain sorry but the guest will have to come in with their photo ID. This is met with eye rolls, exasperated sighs and protests saying they are out in the car and they do this all the time. Never mind us explaining it's a security policy. Had a guest recently say they didn't like my attitude and asked my name. I can see the negative review now. Or the email to management. Great.

Sometimes the guest whose name is on the reservation did not even come. But of course no notes or phone calls to say we can check in someone else. We say we have to contact the guest for permission. Receive the same responses of impatience and usually an earful. Yes sometimes there are exceptions depending on the circumstances, but really. You just expect us to check you in to someone else's reservation? Especially when the last names do not even match? It's exhausting.

Last Saturday night was an ordeal, at least the first half of my shift was. First, maybe fifteen minutes after I clocked in, a husband and wife came up to the desk saying their keys weren't working on their room. No big problem there, I just checked their IDs and made new ones. A few minutes later they came back down saying the keys still weren't working. I asked if anyone else was in the room thinking maybe there was and they had the deadbolt on. They said no. When I asked if the lock was flashing a green or red light, they told me that the lock wasn't even lighting up. Great, that means it's the batteries.

I went up and tested it myself and confirmed it -- dead batteries. So I went to the maintenance office to get the screwdriver to take off the lock and saw that the bit I need to go along with it was missing... in fact ALL the screwdriver bits were missing. So I woke up the head maintenance engineer and he tells me that our new OM borrowed them earlier and probably put the screwdriver back, but didn't put the bits back. Luckily, I have access to her desk and sure enough, there they are. However, in the five minutes it's taken me to find these bits, the guests, the wife mainly, has grown impatient. She starts ranting that I'm keeping her from getting into her room. And here I was thinking it was the dead batteries in the lock doing that while I was trying to get her back in her room.

After her rant, she grabs three waters out of our store and tells me that I'm not charging her for those. She's lucky it wasn't later in my shift and that I was way more aggravated, because then I would've told she was either paying for the waters, or they were going to be her only compensation for this inconvenience. But anyway, I decided this wasn't the hill to die on at this moment. I just went upstairs and managed to replaced the batteries and get Karen and her husband (who was surprisingly laid back during all of this) back into their room. Naturally she said that she'll want to speak to manager in the morning. Fine by me as long as she leaves me alone.

After that, I had several guests that ended up upset because they ordered from restaurants whose flyers they found on the floor of their rooms. Most of them had apparently been waiting for an hour to an hour and a half. I hated to do it, but I had to break it to them that their food probably wasn't coming and the should call their banks to cancel the charge. One guy laughed because he said he told them he'd be paying cash so it didn't cost him a damn thing. Good for him. Thankfully, none of those guests were specifically blaming us, but I still thought it best to notate it in case it comes up in the morning. I also suggested that they train the new girl who's working the PM shift to better spot someone who might be sneaking in to leave flyers.

And finally, a guest called down asking for a plunger. No problem. It's died down enough that I have time to run one up to him. And since I was going to take it upstairs immediately, I didn't even think to write the room number down. Rookie mistake that I'm about to pay for. As I was about to leave the desk, another guest came up and began asking me questions about his food that hasn't arrived. He was one of the last people from the previous paragraph. By the time he left, I had forgotten the room number. And the guest never called back to ask, "Hey, where's my plunger?" I had to leave another note for the next shift saying that obviously, there might be a guest telling us that he requested a plunger than never came. Imagine my surprise when I found out that didn't happen.

Thankfully, the last half of my shift was much quieter.

Hi y'all.

The situation is exactly as in the title.

Currently I'm the NA for a boutique hotel for about 5 more nights (just working my notice).

We have a guest at the hotel who's an actor. He's been in some big name productions, and some in leading roles, he is not global, nor is he the "biggest" name in the country.
But he is recognizable.

He's been staying long term and honestly he's been a delight. He greets us warmly every time, much more so than any of our guests who are "regular" people.

A couple of nights ago though, after walking through the lobby heading to his room, he stormed back in with a stone cold expression and asked "What is that woman doing here and why did you let her in?" which I have to admit, threw me for a loop. I had no idea who he was talking about.

I asked him what was going on and he said "She's trying to follow me into my room". So I went with him.

The woman had essentially been waiting for him to arrive, sitting in her room with the door open.

He walked towards his room and she walked out and started following him, and I stepped in to stop her and told her to please go back into her room.

She completely ignored me. Acted like I wasn't even there.

So I pulled her back (from this huge bow at the back of her clothing, so didn't lay a finger on her, not was it too forceful) and directed her towards her room more firmly this time.

The actor managed to get in his room by then.

After he disappeared, she turned and asked me whether he had made a complaint about her.

I told her "Of course he did. You were trying to follow him into his room".

I of course relayed all this information to my FOM and GM in the morning. And I was told, if she repeats her behavior, just tresspass her.

Like I said, this was a couple of days ago.

Today as she is walking in the hotel and going to her room, she tells me "You shouldn't have told him to leave. I would have left if you had asked me."

I told her "I have no idea what you're talking about, and I can not discuss other guests".

When I know for a fact that he didn't leave.

He walked in the hotel about an hour later and we got to chat about it for the first time in days.

Appearently this wasn't just happenstance of her just recognizing him and trying to introduce herself. She is straight up his stalker.

He told me she once found out where he lived and stood outside his house's doors for 4 hours straight, just ringing the doorbell. And he appearently explained all this to the GM the next day. He also has a kind of "ah this can't be helped" attitude about it, since she's not particularly aggressive. More like a lovesick puppy just following him around with puppy dog eyes kind of situation.

They didn't tresspass her beccause she hasn't tried anything again yet.

What's funny is, she made a second reservation for one night, the last night of her standing reservation through an OTA. So now she has 2 rooms for her last night.

I don't really know how the rest of the story is going to unfold. It's basically a waiting game for her to make a move to be kicked out right now.

We've all been there. Guests come to check in, and it's a whole ordeal for some reason. Guests can be young, old, or something in between.

They come to the front desk:

• No greetings, no nothing. Just staring into my soul. "How can I help you?"Nothing."Are you here to check in?" "John." Well, John, what do you want?
• "I have a reservation from this and this website." No further elaboration. No name, no reservation number (even though I hate when they do that). Well, good for you for having a reservation. Give me your full name, maybe?
• Everything goes smoothly. "I will need your ID." "Oh, it's in my car." "It's in my suitcase." "My dog ate it." How do you not have your ID ready? Why would it not be on you? You crossed borders to get to our hotel.
• Kids... Reservation for 2. They are 3. "Oh, but the child is only 5 years old." Still a goddamn person! You will need to pay extra. They are offended by the audacity. "I need his ID as well." "Oh, he doesn't have it."

EXCUSE ME! DO I CALL THE COPS FOR CHILD TRAFFICKING ON YOU RIGHT NOW!? WHY ARE YOU TRAVELING WITH A KID WHO HAS NO ID?

• Early check-ins. 95% understand that the room is not ready and would just like to drop off their luggage or leave the car on the property. Sure, no problem. The other 5% act like it's our fault that the room isn't ready when it's still check-out time. Those are usually the same people who want a late check-out. "I stayed in many hotels. It's the first time I need to do this." That's when they're asked to do something that every hotel imaginable requires. Go stay there then.

The list could go on. Your inputs?

Edit: In Europe traveling abroad you need ID/passport. Same goes for US kids, traveling abroad, passport is needed. Its not a hard concept to grasp. And in most Europe countries, everyone checking in needy to have ID ready.

This is my first post here. Honestly the tales from the front desk are never ending so i thought, might as well chip in.

This story actually happened a while back. It seemed like it was a normal day (as normal as a front desk day may be). It was peak check out time and all available agents were at the desk, including me as the manager on duty. While I was checking out a Guest, I hear an issue that was happening to my coworker next to me. A Guest said that their key is not working and they want to get in their room. Fair enough, sometimes the keys stop working for multiple reasons. However, my coworker is unable to find their reservation in-house and he proceeds to check other possible reservations, maybe the Guest changed rooms etc. I finish my check out and proceed to go help my colleague and to our surprise, the Guest had checked out a few days ago? The third party website confirms that the Guest was supposed to check out today. Maybe someone accidentally checked them out, who knows. However, new reservations had already stayed in the room, so an accidental check-out seemed highly unlikely, someone would have come down and said that someone is already occupying the room. I ask the Guest to wait for a few minutes, until I get more information. Turns out, the Guest had checked in, complained about the tidiness of the room, was offered another room or that housekeepers come in and inspect it. However, the Guest had refused and SAID they are packing their things and leaving to another property. Alright.. The Guest proceeded to collect their things and dropped the key at the front desk and left.
Now, I am not sure how any other property would have taken that, but to us, if a Guest is truly unhappy and nothing we offer helps, they announce that they are leaving and even come down to the front desk to let us know that they have now left the property, then we proceed to check them out. Our housekeepers inspected the room after the Guest left as well and confirmed that there are no personal belongings at this time. Check out complete! Or so you would think..
Anyways, I go back to the Guest and explain the situation and they are unable to grasp that the room no longer belongs to them. In any case it was after check-out time already for his “original booking” as well. This issue proceeded to go back and forth for about an hour of me explaining that when they exclaim that they are leaving, confirm they are LEAVING and leave the room empty, we will check them out. They also threw in some examples that, what if they had just gone to the neighbouring country for a few days and come back to this? To once again I explained that if they wouldn’t have let every soul at the desk know that they are checking out, then we wouldn’t have checked them out, but they complained that they do not like the hotel and are leaving for another property? It ended with them saying they will make a police report about the incident, which I replied they are more than welcome to do. I haven’t heard anything back from it at this point tho.

Honestly, this isn’t even the most craziest experience for me, but it was definitely memorable. I couldn’t myself comprehend, how did we end up in this conversation.

This was back in December. I used to work at a decently-sized, privately owned hotel in a little town that is known in my area for being a tourist trap. German themed and expensive as hell.

In October, we had a guest call and book two rooms with us. We had three room types available: single queen, double queen, and single king. She booked two double queens, and while she was speaking with the agent that took her call, she talked about how she was leading a travel tour and one of their destinations was the town our hotel was in. Apparently, almost everyone else was booked into a bigger (and frankly, better) hotel down the highway, and they didn't have availability for the last-minute additions to the tour. No problem, we were happy to house them so they'd have a place to sleep for a few nights. The reservations were made and we continued on with our day.

In November, the same guest called and let us know that some changes had been made and that she now needed to book a different room. She asked if any of our single king rooms were still available, and she booked one. During this call, she expressed that as a last-minute change someone was dropping out of the tour and another had taken their spot. Important to note that during this call, she never once mentioned wanting to cancel either of the other two rooms. This guest now had three reservations with us under her name. It's also important to note that I am the one who took this call, added the third reservation, and I would have cancelled any of the other two if she had requested as they were outside the cancellation period—for the month of December, all reservations were subject to a 14-day cancellation period. Again, tourist trap town.

December comes. The date of her arrival comes. I'm in the back office chatting with our general manager about a mistake I'd made previously. Nothing major, but it warranted a small chat to ensure it didn't happen again. I don't even remember the details anymore. Anyway, as we're talking, the power goes out. Great, we're sure it'll be back shortly. It was windy and power grids can be iffy sometimes. We eventually agree that I understand what to do in the future and we both head out front to see what's going on.

The main computer at the front desk still had power as it was connected to our backup. As a note, we along with most other hotels did not have backup generators available, just smaller power banks. It would eventually run out and we'd be out of operation, but seeing as we were sure it would just be a brief outage, we continued as normal. At this time, the guest with the three reservations shows up. The front desk agent who had relieved me at the end of my shift gets to work checking in the guest and mentions her having three reservations. The guest immediately starts arguing, saying no, she should only have two and that she explicitly stated she wanted to cancel one of the double queen rooms.

We tell her no, we still have three rooms for her, and there were no notes of wanting a room cancelled. If she'd said so during the call I'd taken in November, the room she'd wanted cancelled would have been. She continues to argue with the poor FDA, and eventually the manager steps in and asks who she spoke to on the phone. The guest gives an agent's name that is not mine, then says a name that was. She wasn't sure who she spoke to at the time of the second call, but whoever it was must've made a mistake and forgot to cancel a room.

We eventually manage to placate her and get her checked in to her rooms. She leaves in a huff, and she doesn't come back. The manager turns to me and asks what that was about, and I double down and say she never confirmed or stated wanting to cancel the room. I remembered her saying she might want it cancelled, but she never gave me the go-ahead to cancel it and never asked for confirmation of the cancellation. My manager took my side and we moved on.

The power did not come back. My state endured crazy windstorms, rain, and various weather that knocked down trees and power lines farther along the highway. Trees fell on cables and were unsafe to remove during those conditions. I worked the next morning and sat with no power, no heat, nothing. The nearby river was flooding its banks and was nearly up to the level of the highway, and debris had to be removed from multiple stretches of the highway. Repairs are still ongoing seven months later. I don't even know why we were still made to operate as normal, but alas.

The driver of the tour bus stopped by. He said that the group was looking to pack up and head out since there was no ETA on power being restored. That made sense to me, so I wished him well. He said that the tour guide, the woman with the three reservations, had a dead phone and he needed to reach her. I expressed that I couldn't do that for two reasons. One, guest safety. I hadn't met the guy myself so I wasn't 100% on him being who he said he was. Two, I didn't actually know what room she was in specifically. I knew she had three rooms in one of our buildings, but of those three I had no clue which one she herself was in. She had never specified which one she would be staying in. Additionally, I didn't know which rooms were tied to her reservations as we couldn't print that information out before the main computer lost power the night before.

He was thankfully very understanding and said he'd try to get ahold of one of the other guests on the tour staying at our hotel and left. Not twenty minutes later, the woman comes in huffing that our lack of communication was foul and unfair and that we should be ashamed of ourselves. I asked if she'd've liked me to give her information to someone who I could not confirm was who he said he was, and she said it didn't matter because they needed to get going and she needed to know. She then returned to her tirade about having wanted to cancel one of her rooms, and I told her I would not be able to help her with that request anymore as she had checked in to all three. I told her I could make a note that she was checking out of her three rooms early, but as she had used them I could not authorize a full refund for her stay. I didn't have that power anyway as a FDA. I told her if she wanted to pursue that option to email us and we would forward it to our manager to handle.

She started yelling at me, telling me I was incompetent and that I should know better in emergencies. I was completely dumbfounded. She had chosen to stay the night knowing we didn't have power and that we didn't do full refunds when a reservation is even partially used. She continued until she was red in the face and then some, and when I thought she'd stop, she kept going. I couldn't get a word in. Luckily, our maintenance man was outside and could hear her through the walls, and he came in and told her she couldn't talk to me like that and that if she had a complaint that she needed to email us. As there was nothing we could do at the time, she needed to leave. She eventually huffed and left, then proceeded to email us numerous times over the course of the next month to complain and demand a refund for her rooms, and if we couldn't compensate her in the exact way she wanted (a partial refund for the two rooms she wanted and a full room for the one she was so insistent on saying she'd tried to cancel) that she would report us.

For the remainder of the outage, we had to tell any guest who came to check in that if they successfully completed the check-in process, they were confirming they were okay not having power readily available, and if they used their reservation at all that we would not be able to refund them. We actively encouraged people not to stay and to email us so that when we had power we could refund them later. Again, I have no idea why we didn't close down until the power came back on. We had nothing.

This is the big story I have from my time as a front desk agent at this hotel. Most of the time, the work was fine, but people like this made me develop a stronger appreciation for those who work in hospitality and can stomach it longer than I did.

Night auditor here, had a fascinating experience tonight that I felt the need to immediately relay for the sheer entertainment value. We had a guest arrive tonight at around midnight, in from NYC. She rolls up to the desk, proudly and confidently saying she has a reservation. I check the system, no one under her name due in tonight. No one in house under her name. Then, out of sheer curiosity, I check our no shows.

She was booked to arrive two days ago.

To her own admission, she did not make any attempt to call the desk at any point prior to arriving tonight about her not being able to arrive which, on top of being a third party booking, basically meant that no, we can't do much of anything.

The shock on her face when she was informed that no, we didn't "hold onto" her room for her was utterly priceless. She spent the next fifteen minutes unable to understand, repeating questions and effectively refusing any answer. Got her booked into a room for the night, but she was insistent that she would be "making calls."

To whom, I have no idea.

What's more shocking about all of this is that this isn't the first time recently that I've had this sort of interaction. In years of working audit, I haven't seen this sort of thing be this much of an issue this consistently, and in all cases with folks from the eastern US. Not sure what to make of that, but I'm wondering if y'all have been seeing an uptick in folks just outright refusing to understand how bookings and not showing up for them work.

Hello, it’s your friendly local front desk manager.

Had a guest checking out ask about our breakfast times. We do not have breakfast, so that was a pretty disappointing answer. He then starts asking well why wasn’t he told at check in that we don’t have breakfast. Then he starts asking for a manager and was again disappointed by the answer.

I’m sorry but it has just never occurred to me to tell guests what amenities we DON’T have when they check in. If they ask then absolutely I’ll answer any and all questions, but that’s not something we just offer unprompted??
Do I also need to be telling guests at check in that we don’t have an attached water park? Should probably let em know there’s also no parking garage then too right?

He also claimed he’s always been told at every hotel about their breakfast situation. Yes I’m sure you have sir, when they have a breakfast. I just don’t buy that everywhere you’ve ever gone has said “elevators are that way, ice machines are here, and we do not have breakfast alright enjoy your stay!”

When booking a hotel, it is imperative that you properly read your booking confirmation. That way, you avoid doing what this fine lady did, which earned her no additional awards aside from bonafide frustration.

No-Show Nelly had two third-party reservations: one under her and one under her husband, No-Show Nate. We didn't have the pleasure of interfacing with him, but his wife provided more than enough energy for the both of them.

While these ressies were not prepaid, they were still booked using the Big E. That will become important in just a moment.

Pass-ons completed, I was only minutes into my 3-11 shift when my manager and one of the morning agents were wrapping up their text-based convo with No-Show Nelly. The agent was on the newer side, so she did the wise thing of referring the situation over to the FDM, who respectfully told No-Show Nelly that she would not be getting a refund for her derelict reservations. There must have been a phone call prior to the text messages, as the thread began with an agent having sent a folio that showed the no-show charge.

No-Show Nelly seemed to conveniently misinterpret the $0 balance as evidence that she didn't owe anything. As I was trying to fully ascertain the length and breadth of the ordeal, my manager had left, and only minutes later, No-Show Nelly's caller ID lit up on the phone. Oh, fun.

We jumped right into the deep end immediately, but she was 'being nice' about it all. She made a point to mention that she understood the concept of policies and why they needed to be enforced, but she was really hoping we'd "show her some grace," as she was not expecting a no-show penalty to be an entire night's stay.

"If it were $50 or something, I could hang with that. But between these two bookings, you people have charged me over $600! That's kind of crazy, I feel," she protested.

See, both ressies were for one-night over a weekend. So, each one was worth about $300 and change before taxes. All the more reason why it was interesting that we were having this conversation at all...You realize a month later that you're out $600?

I pulled up the actual confirmation, which details the no-show/cancellation policy. I read it verbatim. She claimed she'd never seen it before and wanted evidence, which I then sent over to her.

As she read it, she claimed: "So I'd never even gotten this booking confirmation from (hotel name) before right now, so how was I supposed to know?" I said: "Well, it would've been emailed to you when you booked."

To that, she replied: "Well, what's the email address you have for me?" I then said: "We don't have an email for you, ma'am. When booking through a third-party, they rarely provide us guest details aside from names."

This is when she tried to catch us in a 'gatcha moment.' "So, you just admitted you don't have my email. You just sent me this confirmation for the first time. So, again, how is it my fault?! I wasn't trying to be a jerk and not come; our flights got cancelled. I went into my app and cancelled the stay from there after that happened."

I tried to explain to her (while attempting not to sound skeptical) that even if she did do that, those changes never came into our system. Either way, she would have seen a similar policy in whatever confirmation Big E would've sent her. I then firmly stated it's up to the guest to reach out directly if their plans change.

She demanded to speak to the manager, and I told her: "She's gone for today, but it was her who texted you earlier and said a refund would not be possible in this situation." Not keen on fully giving up, No-Show Nelly let out a big sigh and said: "Us going in circles like this isn't really helping. Thanks for your time, but have [manager's name] call me tomorrow, yeah?"

The FDM did not call her. No-Show Nelly remains with her no-show charges.

Read your confirmations, folks.

I work front desk at a small hotel, so there isn't a manager on duty every minute of every shift. My GM's standing instruction has always been, "Use your judgment. Handle things. Don't call me on my days off unless you absolutely have to."

Fair enough.

So a guest comes to the desk with yet another complaint about their room. This room had already had multiple issues, and I'd already reported them to my GM the day before. It had even been marked Vacant Ready after he personally inspected it.

Then the sink backed up.

At that point, I moved the guest. It seemed like the obvious solution. They'd already had multiple problems, and now they couldn't even use the sink.

The next day, my day off, my GM starts texting me to criticize the decision. He says I should have inspected the room myself before moving the guest.

Here's where I get frustrated.

If I text or call him on his day off because I need a management decision, I'm told to stop bothering him and use my judgment.

If I use my judgment, I get criticized on my day off.

I finally told him, for the second time, that unless it's an actual emergency or he has a legitimate question that can't wait, I don't want work discussions on my days off.

His response was that it's a "double standard" because I sometimes text him on his days off.

Except... he's the GM.

I'm an hourly front desk agent.

If I text him on his day off, it's usually something like, "Where are the storage room keys?" or another question only management can answer.

When he texts me on my day off, it's to have a performance discussion that could absolutely wait until my next shift. To me, those aren't remotely the same thing. Am I off base here, or is this just piss poor management?

I'm at work today and I get a phone call from the third party. They tell me that we had a guest over the weekend that claims men followed her into the room and broke in. She claims she called 911 and she called the front desk many many many times begging for help. She checked out yesterday.

I asked the third party guy, what happened next? He said that's all I have. I said, so they're claiming two men broke into their room and they had the time and security to call the front desk numerous times and 911? If the police had come I would have a report about it. Why this big dramatic story has nothing to back it with? He says he agrees and we both agree no refund.

Our night auditor shows up and tells me the story. So these women got out of a car with these two men they brought back to their hotel. They stayed outside for about an hour laughing and enjoying each other's company. One of the women in the room went into the hotel and hit the elevator button so it would hit the bottom floor. She then ran to the exit waving the other women down. All of a sudden the men are yelling because one of the women steals one of the guys phones and they all run into the building together. Everything's on video. The two men tried to get in the building to get their phone back. They used the night auditors find my phone on the internet thingy, and it dinged to their room.

It's seriously disturbing that these women can put up some sort of possible serious assault charges against these men that never even went inside.

Tell me if I’m going crazy or if I’m just stupid and lazy. So i work as a night auditor for a hotel.

I recieve this phone call when im not even half awake to be honest (i have 2 jobs, a day job and a night shift job) so her question hasn't registered in my brain completely. She asked me what restaraunts are open at 1am For takeout. Anything like BP. she also said “I’m not from around here“ meaning she would have had to search up where to go in the first place 😂. Anyway, I legit couldn’t think of a single place to suggest besides McDonald’s and burger king(even though Denny’s is open until like 2am). I lwk forgot about that option.

When she arrived at the hotel at around 1:30-2am she told me, “Oh also you were wrong, Leo’s was open at 1am so you should do your research as a front desk worker. Every hotel I’ve been to has a booklet of food places close by. I couldn’t search up options because I was driving.” which was a lame excuse because there were other family members in her vehicle, there were like 3 kids and 2 adults. Like lady, We are barely a 3 star hotel. we are a small hotel with only one person working per shift, do you’re own research before booking a hotel in an area you don’t know.

Then throughout the night she gets mad at me for not being able to give her and her family pillows, she says they don’t have enough (5 members and they had 5 pillows) but I told her I wasn’t aloud to leave the Front desk unattended at night because I’m the only one on shift at night. This was after my manager had told us we can’t let guests know we have a key that opens all the doors to our amenities like the laundry room or breakfast stuff, so I assumed it also applied to the laundry room for staff. So I told her she’d have to wait for housekeeping.

After not being able to give her the answers she wanted to hear, she proceeds to ask me for a managers card. I thought there were some on the desk because it had always been there but I guess they got rid of them, so it was just our 1-800 number. So I gave her our managers email and she left very mad saying she got no sleep and that I should do better and that this was ridiculous.

By the way last shift person shouldn’t have accepted them at all because our hotel doesn’t accept prepaid credit cards or cash and that’s all she had on her, and she said she was told it was a $50 deposit with cash but it‘s not, it’s $250 but she booked online through a third party site. Last shift person should have told them we can’t accommodate them without a credit card and they’d have to cancel but I had to deal with their stupid ass. 😒

Quite frankly I did and do not care I just think it’s funny, like can’t you just google what stuff is here. What if I had just moved here and didn’t know any restaraunts too. Idk. I just didn’t think it was that deep but maybe I just shouldnt be a front desk worker anymore. 😂

What’s been some silly complaints yall have received?

(** Had to repost because it got taken down for putting the name of the third party site 😔**)

Working at a clinic front desk until I can move full time into my business, and this is something I just have to get off my chest.

Why do patients get SO UPSET at needing to provide a signature? I'm not even talking about reading something through all the way - you have to listen to a one-sentence shpiel and then sign your name electronically.

But it just feels like people are so upset at this process. I literally had a grown man throw a pen onto the floor just because I asked for an ANNUAL form to be signed. I had a grown woman scoff and moan and grumble just because an ANNUAL form needed a signature.

I mean, is it entitlement? Is it laziness?

I just don't get it. You're upset you have to sign this form once a year? Well I have to collect from people like you multiple times a day ALL YEAR. Your tiny signature and temper tantrum has nothing on the bullshit I have to deal with.

Anywho, just ranting! Rant over lolol

A guest at the hotel I work at called from their room to request an extra blanket be brought to them.

Me: "Sure thing, if you head down to the desk I can grab that for you."

I twiddle my thumbs for a bit, until the guest requesting a new blanket arrives at the desk. I confirm what he wanted, to which he replied that he now wants an extra blanket and three extra pillows. Now, I'm not one to argue with guest requests; overnights are mostly boring Youtube marathons for me, so for the most part I do whatever they want within reason. However, I know for a fact that we did not have three extra pillows for him, and I was almost certain we didn't have any. I tell him so, but say I will check and set off again.

I get to the room where we keep extra bed sets, and upon entering, I see that the door to the closet inside is shut. Weird, because the last time I was in there I did not close it. I put the key into the knob and twist. Nothing. I do it again. Still nothing. You have got to be kidding me. I try for close to 10 minutes to unlock this door that should not have been closed, and it will not unlock. I give up, and text my manager explaining that of course the one time someone wants something from this room, the door won't open. He tells me that it should unlock with the key I was using, and that I just have to twist and sometimes it will take a minute. So I try again.

Five more minutes pass, and by now the key has left an indentation on my finger where I was twisting and twisting, to the point I thought I was going to snap the key off in the lock. After doing nothing more than exerting myself and getting frustrated, I return and explain the situation to the man.

Me: "I'm very sorry sir, I have been trying to get the door open to grab your items but it just will not open. I can try again and call the room if I am able to get it open and bring the items to your room if you would like?"

Man: "Okay, but we will be close to asleep by then though."

Me: "Yeah I am very sorry, I have no idea why it isn't working, but the door just will not open. If I am able to get it unlocked within the next 10 minutes, I can call your room and bring it up to you, though."

Man: "Is there someone else who can get them?"

Me: "No sir, it is almost 1am and I am the only one here."

I repeat what I said previously, and he goes back upstairs while I go back to the closet of doom. Times like these I wish I had Knock equipped in my spell slots, but alas, I seem to have chosen Speak with Animals instead. I try again for another 5 minutes to get the door open, and when I still have no luck, I curse the owner of the hotel for being cheap and the manager for assuring me it would open as long as I kept trying.

Now, I am sitting here praying that he does not call the desk because I will have nothing but bad news for him.

EDIT: The guest just came down to the desk. I greeted him, and explained that I was very sorry that I could not get the door open and provide him what he requested. He then went on a rant about how this was very weird and asked how I would support my guests (which didn't really make any sense but okay). I explained that the door is USUALLY open, but for some reason was not today, and that I literally could not get it open. I half expected him to ask me to prove it to him, which I would have probably done because why the hell would I lie about something like this. He asked how I will get the door open in the morning, and I said "Sir, I am not going to get it open in the morning. When my manager arrives, I will tell him that it would not open and then he will deal with it."

Every time I would respond to this man, he would pause for a minute and turn his gaze to the side like he was thinking. Finally, he just said thank you and left, and now here I am updating the post.

Edit 2: some typos