The most emotional guest situation for me was when when 3 girls from London arrived to the hotel. As most complaining guests they arrived in the morning before check-in time and smiling gave me the voucher and their passports.
Well, well… the room is booked for two and one of these girls asks about adding an extra bed in the room. In a 5-Star hotel you shouldn’t say no to a client… so I just suggested them checking the room, to see themselves that it doesn’t fit an extra bed, as it’s too small. We go up in the lift, and when I open the door of the room, main guest says: „my housekeeping has a bigger room. I will not live here“. Having chosen the basic category of the room on Booking.com, you can check the size of the room (m2). With guests you never know if they really didn’t see it, if it wasn’t written or they just want an upgrade. Let’s be honest: everyone wants an upgrade! These ladies fought for their room upgrade long, loud and they got a bigger room for 3 guests with a balcony view on Passeo de Gracia and headed to explore Barcelona.
This could be a typical story that happens every third day in a luxury hotel, the difference for me was that I checked the list of arrivals in the system that morning and saw a familiar name wondering if it’s just a person bearing the same name & surname or the person I know from my school time. When I saw the face, no doubt, we knew each other.