On a work trip I took a few weeks ago, I was at a higher end hotel that is patronized mostly by older professionals. I stayed there a few days and took particular notice of how cordial the front desk staff was. Smiles, stupid jokes, holding the door open, the whole shabang. On the day of my departure, I approached the desk and requested a shuttle to the airport. I was shocked to be met with a scolding and condescending lecture about how the shuttle was not available because I had not notified them in advance (regardless of the fact that when I was being picked up from the airport, they did not require a shuttle reservation). With a finger wag and a frown, the staff told me that I would have to make another arrangement. As I walked to the other side of the lobby to call a cab, I faintly overheard one clerk make a comment about irresponsible kids.
Irresponsible kids? How is it irresponsible to assume that I just need to ask for a shuttle when that is what I did on my way in? And even if it was irresponsible of me, it is not the front desk’s job to scold me for my mistake as if I am their child and not an adult customer. I expect the same courtesy that was being given to all of the other guests, every single one of which was visibly older, who visited their hotel.
Read the rest from the awesome Laci Green here.