We all have our pet peeves at work. And the hospitality industry is no different.
As people who work in the hospitality, or the service industry in general, we are sometimes made to feel as if our feelings don’t matter when it comes to how guests treat us. Or how they conduct themselves.
There is always that justification that “the guests are paying for our service”.
Or, “without the guest, we’d all have no jobs.”
While that is true and we do appreciate each and every guest that pumps money into the industry that allows us to feed our families. We still can’t help but feel certain emotions. Especially when guests do things that strike our most sensitive nerves.
Service industry employees are only human, after all!
I asked my Hugot Hotelier members what their pet peeves are when it comes to working in a hotel. And what things guests do that rub them up the wrong way. Below are my Pet Peeves and some of my followers responses!
Hugot Hotelier Pet Peeves
1. “Mga guest na tapos na transaction nakatambay pa din sa harap mo nakikipagchikahan eh dami mo pa need gawin!”
(Guests I’ve already finished assisting who insist on staying at the counter chatting me up when I still have tons of work to do!)
2. “Sa Concierge, pag may makikitawag sa landline tapos nakipagtelebabad na. Ate madami pa po akong kailangan gawin baka pwede pahiram ng phone?”
(At the Concierge Desk, when guests ask to use the landline and end up hogging the line for a long time. I still have calls to make, Do you mind if I take the phone back?)
3. “Mga guest na kita nang nasa phone ka kausap nang kausap di makapaghintay”
(Guests who can clearly see you’re on the phone but insist on talking to you anyway!)
4. Mga bentahan ng kwarto sa casino hotels, sasabihin sa pamangkin nya daw or pinsan, pag tinanong mo anong full name hindi alam. Okayyy!
(Casino guests who sell their free room accommodations, and their buyers who pretend they are relatives but when you ask the full name of the actual guest, they have no idea!)
5. “Sa FO, pag may lalapit tas sasabihin lang last name o kaya room number. Di po ako si Madam Auring, sabihin niyo anong kailangan niyo.”
(At the Front Desk, when a guest approaches you and just says his name or room number. I’m not a fortune teller, please let me know what assistance you need from me!)
More Hotelier Pet Peeves From My Hugot Hotelier Followers
Anna R: “Mga guest na 8am pa lang gusto na mag check in tapos ayaw mag bayad ng ECI tapos on the check out date gusto pa late check out free of charge! Ay wow!”
(Those guests who want to check in at 8AM but don’t want to pay the early check in fee. then upon check out also wants a late check out free of charge…wow!)
Ronald S: “Yung tipo na super focus ka pag papaganda ng plating ng food nila tapos sasabihin Take Out nalang daw… Sheeesssshhhh!”
(When you put in so much effort in making sure you plate their food nicely, only to be informed that it will just be for takeout. Sheesh!)
Anna R: “Mga nag-reserve ng twin bedroom para mas mura tapos gusto King size bed pag nagcheck in.”
(Guests who reserve a twin bedroom because it’s cheaper then upon check-in they want a king sized bed.)
Berber U: “Yung guest na hihiram ng ballpen tas ibubulsa na ballpen mo”
(Guests who borrow your ballpen and then put it in their pocket afterwards.)
Rica V: “One-line lang talaga… “Kilala ko si (enter important politician’s name here)” when they try to get away with something!
Rica V: “Yung guest na kitang may kausap sa phone and pilit na kinakausap ka pa or tatayo sa harap mo and ang talas ng tingin, parang tinetelepathy ka nya na ibaba yung phone.
Or yung guest na sisingit at may itatanong habang may transaction ka with another guest. Nakakawala ng concentration.”
(Guests who stare at you while you’re speaking on the phone. As if telepathically sending you a message to get off the phone and assist them instead.
Also guests who butt in and ask questions while you’re assisting another guest. It makes you lose your concentration!)
Yvonne D: “Mga guests na kinuha lahat ng nasa minibar hindi alam may na charge tapos upon check out iiwan sa FO kase di naman pala kaya bayaran!”
(Guests who take all the items from the minibar and end up leaving them all at the front desk upon check out because they don’t want to pay for them!)
Dale A: “Mag papa-wake up call ng ganitong oras tapos pag tinawagan na para gisingin sila pa galit.
Tapos mamadaliin ako sa check out at sisisihin ako na late siya sa flight niya?
Wala kang alarm sa phone?”
(Guests who arrange a wake-up call then when you call them up, get mad at you. Then, upon check out, they will rush you and blame you for the fact that they are running late. Don’t you have an alarm in your cellphone?)
Romelyn B: “Yung laging maaga palang tatawag na para i-remind sa amin yung everyday free toiletries nila.”
(Guests who never fail to call to remind us of their daily free toiletries.)
Patrick G: “Sa resa, magrerequest ng early check in, pag sinabing subject to availability sasagutin ka pa ng “kaya nga ako nagbook ng maaga eh tapos sasabhin nyo wala pang available”
(Guests who book a room with reservations and then call to ask for an early check-in. When they are told it will be subject to availability, they get upset and say that that’s why they’re calling early to arrange it.)
Dindin P: “Mag-aakyat sa kwarto ng bisita ng guest at room number lang ang alam. Pag tinanong ang name ng guest, saka tatawagan ang guest, tatanungin ang pangalan!
(Guests who try to go up a certain guest room pretending they know the occupant. When asked for the name of the registered guest, that’s when they call the guest to ask their name!)
Dale A: “Nag book ng grab hindi pa tapos ang check out process! Tapos nagmamadali kasi nandiyan na ang grab.:
(That guest who booked a Grab before the check out process was complete, then kept telling me to hurry up because their ride was waiting.)
Jesrel J: (SA GUESTS ROOMS) “Confetti sa carpet, icing ng cake sa glass panels at lahat ng salamin, ginagawang extension ng swimming pool ang CR, ginagawang payatas bawat sulok ng kwarto at higit sa lahat binababa yung mattress sa bed box ginagawang extra bed!”
(Guests who leave confetti on the carpet, icing on the glass panels and mirrors, guests who treat the bathroom like an extension of the swimming pool, guests who leave garbage in every corner of the room and worst of all, guests who take the mattress off the bed box to the floor so they could use the bed box as an extra bed!)
Fiona G: “Yung mga guest na hindi lang naibigay yung gusto compensate agad.”
(Guests who insist on being compensated as soon as they don’t get their way on something.)
Joyce C: “Yung iba-ibang babae ang kasama every weekend and bawal mo daw sabihin na “welcome back, sir!” Acting acting lang na parang first time lagi ni sir. Gagawin pang sinungaling lahat ng tao sa hotel eh!”
(Guests who take a different girl to the hotel every weekend and ask you not to ever say “welcome back, sir!” Insisting we act as if it’s always his first time with us and making a liar out of the hotel staff!)
Joyce C: “Yung magrereklamo sila na mahina daw ang aircon only to find out may 10 siyang bisita sa room na pang 4 pax lang.”
(Guests who complain that the air conditioner is not working, only to find out they have ten visitors in a room that’s only meant to accommodate 4.)
Lathina A: “Yung iniwan a la jungle ang kwarto tapos amoy clorox ang kama.”
(Guests who leave the room like a jungle and the bed smelling like Clorox.)
Da Da: “Mga guest na sunud sunod magtanong habang chinecheck in mo tapos ikaw di ka makaconcentrate kasi tinatapos mo process ng check in nila.”
(Guests who keep asking one question after another while you’re trying to finish the check in transaction.)
Joyce C: ”Pag pinipilit mag late check out kasi late check in daw naman sila (kahit wala naman kinalaman ang hotel sa late check in nila at bet lang nilang dumating nang beyond checkin time)”
(Guests who insist on getting a late check-out because they checked in late. Even though the hotel had nothing to do with their late check-in.)
Angeli L: “Marami reklamo sabay magyayabang ng yaman niya tapos papa-discount naman pala.”
(Guests who are arrogant and brag about how wealthy they are, only to end up asking for a discount.)
Eudel M: “Isa lang naka check-in pag check-out isang brgy. lalabas sa kwarto.”
(Guests who claim they’re the only occupant, only to leave the room with a battalion of people.)
Salee O: “Gagawa ng eksena for compensation.”
(Guests who make a scene just to get compensation.)
Joyce C: “Yung bibili ng worth P7,500 na annual “membership card” tapos mas feeling entitled pa sa mga bumili ng serviced residence unit ng hotel na worth millions.”
(Guests who buy Php7,500 worth of annual membership card then act more entitled than actual owners of the serviced residence units of the hotel worth millions.)
Lauro V: “GUEST: BAKIT MAY SECURITY DEPOSIT? BAYAD KO NA YAN ONLINE AH? *SABAY PAKITA NG PROOF OF PAYMENT* AYAN OH!”
(Guests who get upset over the security deposit, claiming it’s already paid for and then shoving the proof of payment on our faces.)
Angelina D: “Asking for assistance with their booking, then when you help them, they will keep on saying,” I know…I know.”
Arvin I: “Leaving the room and the hotel without passing by the Front Desk to check out.”
Jonar G: “Yung guest na kukwentuhan ka muna tapos pag nakita cart/trolley mo maya-maya bigla babanat ng pwede ba ko humingi ng ganito ganire ganiyan. “
(Guests who will chat you up then, when they see your cart/trolley, will suddenly ask for this item and that item.)
Miyu N: “Yung mga guest na sobrang feel at home, sila na kukuha ng towel at toiletries sa cart mo.”
(Guests who feel so at home, they will take the towel and toiletries from your cart themselves.)
Jet C: “Dumudura sa tissue tapos iiwan sa table! SOBRANG BALAHURA!”
(Guests who spit on tissue papers then leave them on the desk. So disgusting!”
En Na: “Yung upon room check tumawag ang HK na wala daw yung mga towels and bathrobes. Tapos pagkainform sa guest/s magdedeny at magagalit tapos sasabihin na hindi nila alam kung nasaan. Pero after a bit of conversation at pag inform sa kanila na may charge ang missing items biglang sasabihing “wait tignan ko nga sa luggage ko baka nasama.” Only to find out na nasa maleta na pala nila.”
(Guests who take the towels and bathrobes and then get mad when asked about it at check-out. Then when they are informed that they will be charged, they suddenly remember the towels are in their luggage.)
Shermeyn L: “Yung todo explain ka sa lahat, tapos sobrang atat mag check in di pala naintindihan lahat ng sinabi mo then upon check out sasabihin di daw sinabi.”
(Guests who don’t listen to the information we give them upon check-in, then upon check-out complain that they were not informed.)
Bryan E: “Guest na dumadahak sa elevator.”
(Guests who spit in the elevator.)
Bryan C: “Mga guest na kung kelan nagsasarado na ng resto saka pa pa lang parating. No choice kundi magsmile pa din at patuluyin.”
(Guests who arrive right before the restaurant closes, leaving us with no choice but to smile and accommodate them.)
Fiona G: “Yung mga nagpapa-wakeup call pero pag ginising mo bakit daw?”
(Guests who ask for a wakeup call, then when you call them will ask “why?”)
KC C: “Marami Hotelier Pet Peeves, pero I will give my top 5.
1st bigla uubo or magdadahak ng basta basta minsan haharap pa sayo and hindi nagsusuot ng facemask
2nd ung tatabi sa’min tas susukat height nila
3rd nagsmoke sa loob ng lift
4th di marunong magtapon sa basurahan
5th hindi marunong pumila or maghintay!”
I have a lot of hotelier pet peeves, but here’s my top 5:
1st – guests who cough and spit in front of you and do not wear their mask
2nd – guests who stand beside us and measure their height
3rd – guests who smoke inside the lift
4th – guests who don’t throw their garbage properly
5th – guests who won’t wait in line or wait
Alyssa A: “Binubulsa yung shot glass.”
(Guests who pocket the shot glass.)
Angelica G: “Yung ginawang pang fiesta ang balcony ng room niya dahil sa mga sinampay na mga damit at towel.”
(Guests who decorate their balcony with banderitas made of wet clothes and towels.)
Dudeexclusive L: “Yung nagagalit kasi di nakapag-avail ng breakfast, pipilitin na ma-avail kahit 11am na kasi tinanghali daw ng gising.”
(Guests who insist on availing their breakfast entitlement at 11am because they didn’t wake up in time for the breakfast buffet.)
Lanie U: “Yung magchecheckout/magchecheckin tapos may kausap sa cellphone.”
(Guests who check-out or check-in while talking to someone else on the phone.)
Some of these hotel employee pet peeves may seem petty. Others greatly affect the way we are able to do our work. Of course, we hoteliers are trained to manage our emotions and not let these small irritations get in our way.
We owe a lot to our guests, because it’s true that without them we’d all be out of work. We do wish, however, that all guests would learn to have some sense of decorum when staying in a hotel, and treat all hotel employees with kindness and respect.
We wish that they would realize, spending a few thousand pesos on an overnight stay should not make them feel entitled to step on other people’s toes or feelings just to get everything they want.
While this is still a pipe dream, we will grit our teeth, force a smile and focus on doing our jobs well despite being exposed to these pet peeves on a daily basis!
If you enjoyed reading this and want to hear more hotelier pet peeves and irritations check out Rating Hotel Guests and Front Desk Agents: 10 Things They Wish They Could Tell You