How Dare You Blame Me For Something I Did?

Hotel guests pull some amazing stunts to try and get free stuff from the hotel sometimes. I was working the morning shift one day and I'm trained to ask every guest checking out how their stay went. It was a good morning so far and then along came this guy.

"Hi, how are you this morning sir? Checking out? How was your stay?" that's what I asked, in case you couldn't tell.

"Well, not so good actually." said the guest "They didn't clean my room last night."

"No? I'm terribly sorry about that sir. Did you by any chance happen to leave the Do Not Disturb sign on your door? Sometimes that happens and they won't go in."

"Well, I left it in the morning and then took it off afterwards."

"I'll talk to my executive housekeeper and get to the bottom of it sir, I'm terribly sorry."

I thought the ordeal was over. The guest walked away seemingly satisfied with my response. I went on to check out a few more guests, no other problems. Then the guy came back.

Almost from the exit of the hotel (as if he wanted to run away after saying what he had to say) he yelled across the room: "I don't -appreciate- how you blame me for my room not being cleaned. You think I'm some kind of idiot?"

Shocked and amazed at what's happening I say: "No sir, I was just trying to get to the bottom of the problem so I could fix it next time."

At this point the guest is yelling on top of me about how nothing was done and he wasn't happy and I completely screwed everything up somehow. He's yelling at me while at the same time walking out the door. How am I supposed to help him if he won't stand before me and talk to me like a civilized human being? Well, I smirked and thought: Forget it.

That's when his wife saw me and flipped out.

Apparently what I was supposed to do, according to the guest, if I had good customer service skills I would have immediately offered them free stuff when they told me their room wasn't clean. They wanted free breakfast, free parking, a free nights stay just because they didn't get a couple towels (which they could have easily asked for the night before.)

They left without getting what they wanted and left me flustered and bitter.

I just want to be clear. I did end up checking with housekeeping. I talked to my executive housekeeper about the whole incident. I asked her why their room wasn't clean and this is what she said:

"No, of course that room was cleaned. I cleaned it!"