Many years ago, an employee at a resort with an indoor water park had a run-in with the worst guest ever encountered in their 15 years in hospitality.
Good Guests and Scammers
The resort catered to two types of clients: rich families who used the establishment as a smaller second vacation, or families who saved up for years since it was more affordable than the more famous theme park, with no in between. Despite the high prices, the resort had many unpleasant guests and scammers, but this particular guest was the worst.
The Guest is Always Right
The resort had a “the guest is always right” attitude, and they would do anything to please a guest. If a guest had a terrible stay, they would receive a certificate to come back for free, so the resort could show them that they would make it right. The certificate was valid for one year.
No Proof, No Stay
The guest in question called and claimed she had one of those certificates, but she received it five years ago and lost the voucher, so she had no proof. The reservations agent told her she was out of luck, but she wouldn’t take no for an answer.
How Unlucky!
There were notes in her account of her booking previous reservations and cancelling the day of check-in due to the death of a family member. Three times, a family member happened to pass away on her check-in date, and the cancellation fee was waived every time.
A Good Compromise
After many phone calls to the hotel and corporate, the general manager wouldn’t give her a free stay, but compromised and gave her an upgraded room at the team member rate, which was unheard of. The employee who wrote the story was the one who had to check the guest, Karen, in.
Early Bird Gets the Room
Karen arrived a day early and was getting angry with the employee because she couldn’t find her reservation. After searching by confirmation number, the employee saw that she was a day early. The room type she was booked in was sold out, so the employee gave her the option to stay in a different room type for the first night and switch the second night or stay in the first room both nights so she didn’t have to switch.
Still a Good Deal
The room type was the standard room, which was still a large size. The team member rate was the same across all room types, so whether she stayed in the upgraded suite or the standard suite, it was the same price.
Downgrade But No Discount
Karen asked if the employee could change her rate since she was downgraded. The employee explained that her confirmation stated the arrival date, she came a day early, and she was paying $75/night for a room that was currently going for $600/night, so she would not be given a discount.
Karen Behavior
Karen huffed and went to her room, only to call a few minutes later and complain about how filthy everything was and how she was going to need a discount or some sort of voucher to make up for it. The general manager was sent in, but she couldn’t find any issues with the room.
Blacklisted Guest
Karen spent the weekend continuing to harass employees. She complained about the food in the restaurant, the lines at the water park, and anything else she could think of. The employee worked there for five years and saw that Karen was the only person ever blacklisted from that resort.
A Lost Cause
They let her finish her stay and then told her she was no longer welcome back. The resort lost money on her, and the employee would have kicked her out if they were in charge.
The Internet Responded
This commenter wrote, “It is extremely annoying to work for a company that has the mentality of “bad customers still make us money” and don’t care about the service workers that are part of the deal.”
More Internet Comments
Another person posted, “For some reason, “the guest is always right” was the first thing that caught my eyes when I got to this post and I audibly said “give me a break!” Mind you, I’m not a hotel employee, but come from a country where “the customer is god” is an actual saying and I do work in customer service in the US.”
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