As someone who has worked in the hotel industry for nearly ten years ranging from maintenance to front desk, I am going to take this opportunity to tell the other side of the story from the other side of the desk. I currently work a night audit shift at hotel and am by myself most of the time. I share this information because it is important to understand what it is like to be basically cornered and isolated during a conflict.

I will refrain from citing specific stories and will speak mostly about general, and unfortunately, common issues that can arise in this industry.

First off, whatever has happened to cause you a problem is very rarely the fault of the person standing in front of you. Understand that all the information that a front desk clerk has is on the computer screen in front of them. We cannot enter the mind of the person you spoke with earlier who said that you would get a lower rate or a suite for free. And I will be quite frank about this next fact, yelling and throwing a tantrum like a toddler will not help your case. Most of the time, if you speak rationally with a hotel clerk, we will do WHAT WE CAN to assist you and your present issue. Believe it or not, we actually want you to enjoy your stay.

As a guest at a hotel, and as a human being, please understand that sometimes unexpected things happen. Light bulbs burn out, batteries die, and yes, toilets do clog. These instances do not qualify as an opening to ask for your money back. Some may laugh when they read that, but I have been confronted with such a request. As a sidebar, before you call to complain about a light not working, take a look and see if it's plugged in. Yes, all these things should be in working order, but as I said, sometimes things just happen.

There are occasions when "horror stories" occur. I have been involved in a couple events that I certainly wish to not relive. Once again, the person behind the desk probably had nothing to do with it, so do not yell at them. The front desk clerks are "ambassadors" for the hotel, but they do not get paid enough to take verbal abuse because of something that is out of their hands. If you are truly upset,ask to speak with a supervisor or manager. If one is not available, get a time when they will be and a phone number that they can be reached at. Most of the time, the line associate does not have the authority to comp full rooms or reduce rates. Speak rationally and calmly with the manager, and there is a much better chance that a compromise can be met.

I do enjoy my job. I get the chance to speak with people from all over the world and it is fascinating. I have had to deal with some irate individuals as well as some events that would qualify as "horror stories." Believe me when I say this, these unfortunate events are not pleasant for either party. Bed bugs, broken water mains, and burglarized vehicles are awful events for the guest, but understand that the hotel may have hundreds of other people who are going through the same horror. And the desk clerks are there to deal with each and every one.

Learn more about this author, Matthew Keller.
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