Ignorance!
Why are people so ignorant? I am working my 3-11 and I have had 4 different guests that entered with such a nasty attitude. I am used to it but only occasionally like maybe 1 or max 2 a shift. Usually most are cool. Anyways this couple comes in and I greet them. They go to their room (1st floor) as they booked months ago but did the digital check-in last night. Unfortunately it is mother's day weekend and all but 1 house keeper called in. So the one that came in cleaned 15 rooms which isn't an issue as we don't have many check ins today. The room they chose was placed OOO as a roll over room for tomorrow to be cleaned. No other rooms available on that floor. So the female half comes to the front desk upset that her digital key isn't working. I check her ID and tell her that the system may have glitched but we need her to swipe her payment method. She didn't mind but then the male half walks up and starts telling her to not do that because it already took the money. I looked at him and informed him we don't take payment until check-in but if we don't collect the card then I cannot allow them to check in. He said what happens if we get double charged?! Of course he had a shitty tone. This being the 4th incident today, I grabbed my GM's card, handed to him, looked him in his eyes, and said then let my GM know as you would with the other establishments. Turning back to the female half who did the card in the terminal. I informed them that the room that was selected is not available and let them know the other floors we had available. The female half was fine with it but the male half said "this reminds me of the episode on Seinfeld about the reservation with the rental", to which I turned and said at least we had a room for you unlike the episode where they had no car for them. Turning back to the female half and finishing the interaction. After handing the room keys, explaining breakfast details and wishing a pleasant evening. Again, why are people so ignorant? It costs NOTHING to be nice and at least a little understanding.