He Knowingly Used the Hotel’s Premium WiFi and Then Tried to Bully His Way Out of Paying, but He Was No Match for the Receptionist’s Calm Professionalism

A hotel receptionist recently went online to share the satisfying outcome of a confrontation with an entitled guest. Here’s his story.

It was a normal day

Socioeconomic Mobility
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“This past weekend, as I was checking guests out, one particular person made me stop in my tracks,” the man began.

The guest was prepared

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“Phone in hand and ready to present his receipt to me, the man waited as I finished with the guest in front of him.”

It was going to be bad

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Little did the man realize that this guest would be the worst he would ever have dealt with in 14 years of working in customer service.

He started complaining

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The man said a polite hello, but the guest wasn’t in the mood for pleasantries. He immediately began complaining that he’d been charged for premium internet use.

The man asked the guest if he’d accidentally chosen the option, but the guest’s reply was not what he expected.

He used it knowingly

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The guest freely admitted to using the premium internet but claimed that he always did so, but “they never charge me.”.

Lost for words

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The man was struggling to find a polite way of saying to the man, “So, you knowingly used a premium service, but you just don’t want to pay? Is that right?”

He assumed he had privileges

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The guest explained that he always used premium internet when he stayed at this chain of hotels and was never charged because he was a member.

He wasn’t in the top-tier

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The man replied that free premium internet was available to top-tier members only, and this guest wasn’t a top-tier member.

As you can imagine, the guest didn’t like this answer.

The argument continued

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The pair went around in circles for a few minutes, with the guest insisting that he be refunded instantly and the man politely refusing. Eventually, the guest demanded that the man call his manager.

He became rude

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This was the weekend, and the manager was off. The man explained this, but the guest said that he should call the manager anyway out of “professional courtesy.” He went on to brand the man “unprofessional” before storming out.

The man was livid at being labeled unprofessional and thought the guest was rude and entitled.

He kept trying

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Predictably, the man left the hotel a one-star review, rehashing his old arguments. The man’s manager had his back and refused to issue a refund. The guest also called head office, who called the man to get his side of the story. As soon as they heard what had happened, they too refused a refund.

The man reckoned that the guest would continue to try his luck but said that at least he couldn’t claim that he was “never charged” anymore.

The internet responded

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The internet enjoyed the man’s story. “What this person thinks is happening: I’m a big, important boy, and everyone loves me, so they give me free things,” said one. “What is actually happening: I bully and complain until I get what I want for free.”

“‘Unprofessional’ is just a word people like that throw around when all they really mean is ‘wouldn’t give me what I wanted,’” said another.

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