'Sorry, Wrong Hotel! When Guests Call Corporate… on the Wrong Brand'
Picture this: You’ve just survived a grueling day on the road, your suitcase is bursting at the seams, and all you want is a smooth check-in and maybe, just maybe, to rack up a few more points on your favorite hotel rewards program. Only, what if you’re racking up points in the wrong hotel? Or even the wrong hotel chain? For one guest, that confusion led to a front desk showdown so absurd, you couldn’t script it if you tried.
If you’ve ever worked in hospitality, odds are you have a story (or ten) about guests who think they know your hotel better than you do. But Reddit user u/SuperboyKonEl’s recent post on r/TalesFromTheFrontDesk takes the cake—and the complimentary breakfast muffin, too!
"Is My Rewards Number Attached?" Famous Last Words
Our story opens with a guest eager to cash in on their hard-earned points. As the front desk agent starts to ask about a loyalty program, the guest is already a step ahead, shoving their phone forward with their rewards number displayed. Efficient? Maybe. Accurate? Not exactly.
The agent types in the number, only to find… it doesn’t exist. Cue the awkward silence. Just as visions of typos and system glitches begin to swirl, the agent spots something: the number is for the wrong hotel chain. Specifically, it’s an “Hhon” number (a lightly disguised Hilton Honors), but our hero is working at a "Smarri Ott" (Marriott, for the uninitiated).
The Customer is Always… Confused?
You’d think this revelation would prompt a sheepish apology and a quick switch to the correct loyalty program. Instead, the guest goes full drama mode, insisting that the “Share a ton” (Sheraton) is, in fact, a Hilton property, not a Marriott one. For anyone who’s ever stayed in a hotel, this is the equivalent of insisting your Big Mac was supposed to come from Taco Bell.
But the agent is ready, pointing out the giant “Smarri Ott” sign over their shoulder and the branding on the key packets. The guest, undeterred, doubles down, threatening to “call corporate” unless the situation is fixed by the end of the day. The agent’s response? A masterclass in deadpan customer service: “Call corporate. Please. No, I’m begging you to report us to Shil Ton corporate for saying we’re a Smarri Ott property.”
Corporate Confusion and Brand Blunders
On the surface, this is a hilarious case of mistaken hotel identity, but let’s unpack what’s really going on here. In the high-stakes world of hotel loyalty, points are king—and customers can get mighty territorial about them. But with so many brands under massive umbrellas (Marriott owns Sheraton, Hilton owns DoubleTree, and so on), it’s easy for even seasoned travelers to lose track.
What’s not so easy to excuse is the guest’s insistence that the employee is the one who’s confused, despite all the evidence to the contrary. There’s a special kind of confidence required to ignore a literal sign above someone’s head and threaten to escalate the issue to corporate—of an entirely different company.
The Front Desk’s Secret Weapon: Humor
What makes this story so delightful is the front desk agent’s response. Instead of getting flustered or arguing, they play along with the absurdity. “By all means, call Hilton and tell them we’re pretending to be Marriott.” Sometimes, the best way to handle a customer who’s dug in their heels is to let them march themselves into the abyss.
And let’s be honest: every job dealing with the public comes with its share of “call corporate!” threats. But when the threat is as misplaced as this one, all you can do is laugh.
Lessons from the Front Lines
So, what can we take from this tale of rewards points gone awry?
- Know Your Brands: Sheraton is a Marriott property. Hilton and Marriott are fierce rivals, not secret siblings.
- Don’t Be Afraid to Laugh: Sometimes, the customer isn’t right, and a little humor can go a long way.
- Front Desk Staff Deserve a Medal: Or at least a free night’s stay somewhere where guests remember which hotel chain they’re in.
Have Your Own “Call Corporate” Story?
If you’ve ever worked customer service, you’ve got stories. Share your funniest, weirdest, or most memorable guest mix-ups in the comments! After all, laughter is the best rewards program of all.
Whether you’re a road warrior, a hotelier, or just someone who enjoys a good laugh at the intersection of customer service and confusion, remember: always check the sign behind the desk—before you call corporate.
Original Reddit Post: Call corporate on me. Please!