Hotel guest doesn’t know the difference between a request and a guarantee, so when his reservation was just a request, he made a scene because he didn’t get what he wanted: ‘Anytime he would get wound up again’. – FAIL Blog

A request is something you ask for as a favor that may or may not be done. A guarantee, on the other hand, is something that is promised to you and needs to be done.

Some guests that front desk employees have to deal with are comparable to little children that just started to attend kindergarten. They need everything to be repeated a thousand times with a calm voice. They don’t know the difference between some words, and they throw tantrums when they don’t get what they want. So maybe when these employees use gentle parenting to calm them down and educate them is not so bad. 

At a previous job that I had, I remember that our trainer usually told us that we had to educate the customer. As if they were children and we were some kind of teacher. I always hated that because it meant that most customers usually didn’t know anything about the way we work and didn’t even want to learn beforehand. Which led to uncomfortable situations where they expected to be right or at least get their way just because, and we would have to act like a first-grade teacher that is educating children on the meaning of the word no. 
 

The fact that managers and higher-ups expect things like these to happen and so they train their employees to deal with that just shows the poor perception they have of the clients, that they have to be treated as kids. This Reddit story got me thinking about the two kinds of customers that exist when you, as an employee, say no. On one side, we have the understanding one that says it’s fine and moves on. And on the other, we have a childish adult who makes a scene over everything that doesn’t go their way. Be more like the first kind. The employees that serve you are going to appreciate it deeply.