Me: “Thank you for calling. How may I help you?”

Guest: “Hi, yes, I’m calling because your hotel charged our credit card twice?”

Me: “Okay, ma’am. If I can have your name, I’ll look you up in the computer and we can get this straightened out.”

Guest: *morphs into an uber-witch in three seconds flat* “Straightened out? D*** right you’re going to get this straightened out! You charged enough for that crappy little room! I’ll be d***ed if we’re paying for it twice! My husband works too hard for his money to be charged double for something like this! There wasn’t even a bar there!”

Me: “I’m sorry, ma’am, but if I can just have your name and the date you stayed–”

Guest: “That’s just it! I was charged on two separate DATES. My name is [Guest] and my husband and I stayed there on June 9th. There’s another charge on there for the 17th. I want this fixed!”

Me: “Yes, ma’am. I understand. I’m looking now, ma’am… Okay, I see the problem. You did stay here on the 9th of June. I’m showing that someone by the name of [Husband] stayed on the 17th.”

(There’s dead silence for a moment, and then whispering.)

Guest: “What?”

(At this point my stomach falls into my shoes, because I can hear her mind ticking away, and I know something she doesn’t: another name is listed on the screen with her husband’s for the June 17th stay, and it’s NOT HERS.)

Me: “Um… ma’am?”

Guest: “I see. You’ve been very helpful.”

Me: “Thank you, ma’am. Can I help you with anything else today?”

(At this moment the woman drops the phone but does not hang up, and I hear her begin to scream at someone, swearing in combos I never would have thought up. I hang up quickly and try to go about my business, making a note of it to tell my boss. Later I get another phone call.)

Me: “Thank you for calling. How–”

Guest’s Husband: “I want to talk to your manager, you stupid little b****! You probably just cost me my marriage and I am going to sue your s***-hole hotel for every penny it’s worth! Do you hear me? Do you?!”

Me: *click*

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