'The Art of the Fake Enthusiasm: How Front Desk Pros Outsmart Online Bargain Hunters'
If you’ve ever worked the front desk at a hotel, you know the scenario: The phone rings. The voice on the other end chirps, “Hi! I’m on your website right now…” And you brace yourself, because you know exactly what’s coming next.
Will it be a question about amenities you’ve already listed twelve different ways? A request for a room upgrade because their Aunt Marge’s cousin’s friend stayed last year? Or—most likely—the classic power move: “I see a cheaper rate online!”
Welcome to the chess match of modern hotel reservations, where the guest is always right (even when they’re not), and the front desk agent is a grandmaster of customer service jiu-jitsu.
Let’s set the scene: You’re at the desk, juggling check-ins, phone calls, and the occasional “my key doesn’t work” drama. Suddenly, you get the dreaded rate comparison call. The guest is on your website, but they’re also on a third-party site that’s teasing a tantalizingly lower price. And they want you to know about it.
Reddit user u/Hotelslave93 from r/TalesFromTheFrontDesk captured this modern hotel melodrama perfectly. In their (highly relatable) post, they reveal the emotional rollercoaster of dealing with these “I found it cheaper online!” calls—and the ingenious, slightly theatrical strategy they now employ to turn the tables.
The Old Way: Debating with Discount Detectives
Back in the day, hotel staff might have launched into explanations about currency conversions (“That’s in USD, not CAD!”), third-party booking pitfalls, or the dangers of mystery websites with questionable refund policies. Sometimes, it got a little heated. Sometimes, guests walked away feeling like they’d “won” (and the agent lost a tiny piece of their soul).
But as our Reddit storyteller notes, this approach often leads to a lose-lose situation: The guest is frustrated, the agent is exhausted, and nobody walks away feeling good.
The New Way: Weaponized Enthusiasm
Enter the “never fail” tactic: Over-the-top, almost comically enthusiastic agreement.
“Oh wow, that does sound like a great rate!” you exclaim (perhaps with a mental eye roll). “We don’t have that here, but that sounds amazing. Just check that you trust the site, your date is correct, and it’s in your currency. Then I’d say GO FOR IT!”
The result? Ten out of ten times, the guest sheepishly books with the agent over the phone anyway. Why? Because deep down, they know that too-good-to-be-true online rate might come with baggage. Maybe it’s non-refundable. Maybe it’s in a different currency. Maybe it’s a website run by an enterprising squirrel with a laptop and a dream.
Why This Works: Psychology Meets Hospitality
This tactic works because it flips the script. Instead of getting defensive or trying to “win” the argument, the agent becomes the guest’s enthusiastic cheerleader. It’s disarming. It’s unexpected. It removes the tension and puts the responsibility (and risk) back in the guest’s hands.
And let’s be honest—most people just want reassurance. They want to know they’re making the right choice. When the front desk agent seems utterly unbothered (even excited!) by the prospect of them booking elsewhere, it triggers a little voice in the guest’s head: “Wait, am I missing something here?” Suddenly, the safety and convenience of booking direct feels a lot more appealing.
The Real Hero: The Overwhelmed, Introverted Agent
Best of all, this trick is a lifesaver for those of us who are introverts just trying to get through the day without another customer service battle. As u/Hotelslave93 puts it: “Can you tell I’m an introvert having a rough day? No more people today, please.”
We feel you. Sometimes, the best customer service is the one that keeps your sanity intact.
Final Thoughts: Share Your Tales!
Hotel front desk work is a master class in psychology, patience, and (occasionally) performance art. Whether you’re a fellow hotelier, a frequent traveler, or just someone who loves a good customer service story, we want to hear from you! What’s your go-to move when confronted with the “But it’s cheaper online!” challenge? Share your stories in the comments—and don’t forget to thank your local front desk agents for their unsung expertise in the art of fake enthusiasm.
Who knows? The next time you call a hotel, you might just be on the receiving end of this winning tactic. And if so… you’ll know you’re in good hands.
Have your own “front desk facepalm” moment? Drop your tales below or check out r/TalesFromTheFrontDesk for more hospitality hijinks!
Original Reddit Post: I’m on your website