I can’t make this up!

Okay backstory I work at a hotel on the beach is a busy Texas tourist location. The guest booked through a 3rd party. It’s a Saturday and the only two employees on property are myself and my other desk agent. We don’t have management on the weekend.

The guest came into the hotel about 5:00 to check in.

“Yeah I’ve got a room under Name Namerson”

“Okay sir let me see here”

“Let me see? Checkin started at 3. Where’s my room? What’s so hard?!”

(I already really don’t like this man. We have a full lobby. It’s a sold out night. And this guy has the patience of a rabid dog)

“Yes I found your reservation here. I just need your ID and the card you used to book”

“Im in board shorts and I just came from the beach, do you see a wallet on me?”

“Well sir I’m sorry about that but without those I won’t be able to check you in.”

(This makes the guy super pissed)

“This is ridiculous! Stupid shi….”

(Guest goes out to get his wallet. The 3 others in his group continued to block my desk so I wasn’t able to move to the next guest in line)

“Here”

(Guest tosses both cards at me. So I slide him his reg card with more attitude that I meant to)

(One of the other 3 in the group) “What do you have a problem!?” “Incompetent…”

(I’m very angry right now with these people. I want them out of my face and in a room before this gets outta hand. About this time name namerson finishes his reg card and what’s to know where the one for his second room is. I then start to explain that he only had one under his name. Then the girlfriend steps up and says it’s under her name not his. So I start looking for the second reservation and I can’t find it. Thinking it may have been canceled I select all reservations for the day and I still don’t see it.)

“I’m sorry ma’am but I don’t have that reservation. Are you sure it’s under that name?”

N N “I PAID FOR 2 RESERVATIONS AND IM GETTING 2 ROOMS. YOU NEED TO FIGURE THIS OUT”

“Okay sir no need to yell” (Turns to lady) “Do you have an email confirming the second room”

(When she starts looking Name Namerson slid me a phone) “Right there. My confirmation email. Now find my room. This is so dumb. You people need to figure out what your doing!”

(My other desky finished up with the last group in the lobby and now was attempting to help get me out of this mess. He instantly noticed that the email is from a different hotel down the road. When we explained this the man got confused and upset. Not a good combo for him.)

“Why would your stupid website book me a different hotel?”

(I’m petty so I got some joy out of this part)

“Well sir you went through 3rd party website and not our website. This is what happens when you go through those kinda sites. Things get messed up and now we are sold out. So I don’t have a second room for you.”

“We’ll fine I’ll just call other hotel and cancel. We can all stay in my one room here. This is ridiculous. You contract out to these people at 3rd party. Y’all all use the same pictures and it’s a scam man. Y’all are just a scam.”

(He calls the other hotel and I assume they tell him it’s pre paid and he can’t cancel because he turn to me and says that he wants a refund!)

“ I want my money back. We are not staying here. We are going to the other hotel. So give me my money!”

“Sir when you pre pay on the 3rd party site they have your money, not us. You need to call them and request a refund. I don’t have your money”

“What do you mean you don’t have my money? You have a cash drawer don’t you? Pull out my money and give it to me.”

“Sir that’s not how things work. I can’t just pull out cash from the drawer.”

“Fucking ay you can! If I come back with a gun I bet you open that cash drawer really fast. I know how to get my refund!”

(At this point my other desky had left to deal with an incident at the pool so I was along with these people at the desk. I’m doing everything to maintain my composure but I’m starting to shake. I’m overwhelmed with anger. The guests decide to stay but want to go to the other hotel to get that room as well. They all get up and start to leave the building. NN turn back and asks when checkout was)

“So I didn’t check in at 3 I checked in at 5 so I get to check out late right?”

“No sir checkout is at 11 am.”

“Yeah no ima stay later. 11 just won’t work”

(Walks out)

I instantly walked away from the counter to try to get a breath. I was full of emotion and I just needed to clear my mind a sec. My other desky had been texting my Manager about the people seeing if we could kick them out for the rudeness. I stayed to explain the gun reference and he went white. My manager was alerted and she said we shoulda had the cops called sooner. So we called the local police department on the non emergency line and requested an officer at the hotel for an eviction and for personal safety for the time. It took cops about 10 mins to get to the property. I explained everything and told the police that we wanted to file a criminal trespassing against him and he was no longer accepted as a guest at the hotel. While we were having this conversation the cop realized that he had pulled the guest over earlier for driving a golf cart illegally down a state highway. So the cop already kinda knew this guy. About this time here he comes walking in with his luggage. The cop told him he was being removed from the property the guest flipped out. Started cussing me and the cop. Said this was all about race and we are white so we had to team up on the Hispanic. The cop told him he could leave on his own or in handcuffs. The guy looked at me one last time and said this is your fault you ruined my vacation.

I waited like an hour before I left the property because I didn’t wana be followed. It was so far the worst experience I’ve ever had in desk. Yeah some people can be rude or upset but to threaten the clerk with the potential of there being a gun involved!?!?! Like that’s crossing a line. I’m so glad it didn’t escalate into something bigger.