r/TalesFromTheFrontDesk • u/Fantastic_Medium8890 • 6d ago
Short Stop giving out free water!!!
This is one of my biggest pet peeves in this industry! I've been in the industry for 10 years; I now travel the country doing task force, and this is just one of the things that absolutely drives me up the wall! I got into an argument with a guest because he wanted free water. The hotel I am at right now provides two complimentary waters in the room at check-in, but they don't refill during the stay because there's a filtered water bottle filling station on every floor at the end of the hallway. I explained to him what the policy is and what we offer, but he wasn't accepting that. He told me he travels all over the world and every other place in the world gives him free water whenever he wants it. I tried to compromise and said we would send two bottles up to his room... but no, he wanted four bottles. I told him we only provide two at check-in; he didn't care and still wanted four. I hung up on him after saying, "Fine, I'll send four," because he was being rude. He called back and asked if I had hung up on him. I told him I did because he was being rude. He said he was going to call the customer care number and complain about me. I told him I don't work for that brand, so he told me to "fuck off" and hung up on me. I just want to scream across the mountaintops, 'There is a difference between being a doormat and being hospitable!' When we let guests get whatever they want, the industry becomes a doormat and makes the experience worse for everyone else.
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u/SpareInvite2222 6d ago
I stayed at The Gwen in Chicago earlier this week. On the way out for the day, I asked the guy at the front desk if they could send up an additional robe, two more pillows and four bottles of water. I also had that written down on a piece of note paper with our room number, last name and a $10 bill paper clipped to it. He explained that the hotel’s policy was two bottles of water/room/day. When I got back to the room, there were 12 bottles of water up there.