I had a stupid day. Maybe things have been simmering for a bit and a blow up was to be expected. I hit a limit for humiliation and simply didn’t want to keep paying for that kind of treatment. I did not consent.
I’m doing some business in California and am paying an exorbitant fee for the privilege. And I will eat a lot of shit to do the work I love, but I will not pay to be insulted at a premium price point. A Best Western is good enough for me.
This is going to be a ramble as I am so irritated by it as it felt like every single aspect of the hotel did not function. Their bumbling ineptitude would make a Motel 6 blush, let alone a supposedly upper market hotel.
Alas, somewhere between a maid barging in on me naked and the fourth or filth time a staff member knocked on the door confused about the status of my reservation I snapped. I wanted out of my reservation which is spent hours trying to sort.
If they didn’t want to do their jobs, offer me privacy or take my money, well then I didn’t need to be there. I wanted to be literally anywhere else.
I had a late checkout and half an hour before it hit so I went full Karen. I huffed and puffed and demanded a refund. I packed up, dazed and underfed from a busy morning and went to another less glamorous hotel. And it reads like a comedy of errors.
The hotel was charging prices equivalent to five star luxury hotels in other parts of the world and couldn’t deliver on so much as taking out the trash or keeping the changes in the reservation straight. The Keystone cops were better coordinated.
A kerfuffle had developed around extending the stay yesterday. At issue was that I didn’t have the authority to extend the reservation as it has been booked under my husband’s account and not mine.
Alright fine, but plans change and sometimes (often times) my husband and I have to change on short notice. It wasn’t even as if there were amenities on offer that he was entitled to on his account versus mine. I want being sneaky.
There was no breakfast to abuse. No special amenities for the status guests. Hell there wasn’t even a pair of slippers. But somehow it became a thing. Multiple calls to the manager, confirmation details being emailed around and trips to the front desk did not fix the problem.
The front desk manager acted like she was doing me a favor by letting me pay $300 bucks to extend the stay as “she’s really not supposed to do this!” You see I didn’t book the reservation myself.
This bizarre “account owner” issue is now a regular issue for both Marriot and Hyatt owned hotels. And if they didn’t want to take my money I didn’t feel at all bad about losing my cool and walking out.
The chains simply cannot seem to provide hospitality if it is outside of their parameters and their staff is not enabled to do much of anything beyond try to calm you down while never delivering on what you paid. If you happen to have a change of plans then being the wrong spouse counts against you in their dance of protocal.
I was annoyed but alright I’ll let inconvenience him and have Alex change it and move on. I won’t try to shock them by saying m that married couples commingle many things like airline status, Costco accounts and hotel loyalty programs. You’d be shocked at what other stuff we share. It’s almost like being married means sharing your life.
Today was meant to be the first day of the “new” reservation but despite being charged for it, not a single member of the hotel staff could figure it out. I went down multiple times to change keycards and put down deposits and all kinds of rigamoral.
Because I’d been so jet lagged yesterday I didn’t get any housekeeping service nor had I done much beyond work at the desk. So once I thought the extended reservation was sorted I went to visit a sort of luxury concept mall of the likes that combines Dior and Cartier with a billion other amenities from movie theaters and fine dining with staples like a Sephora. I told the hotel I’d give them time to clean as I was going to pick up a few things.
I return three hours later to the room not being cleaned. I am irked but find I call and ask if they can send housekeeping. “Oh we thought you were checking out?!” My response was “well a cleaning woman came in around 10am without knocking while I was naked.” I was wrong to presume that she would come back despite my AI assisted explainer translating my English to her Spanish. I thought she’d understood I was leaving and she could clean. How wrong I was.
“Oh no we have you listed as checking out at 2pm which is why we didn’t clean! Ok but then why did a maid come in earlier without so much as a knock? No explanation was offered.
This goes on for another half an hour as various people come to the room, none of whom communicated with anyone else on the staff.
A gentleman came knocking to ask when I’m checking out (I am not see this is the reservation). Another came to see when I wanted them to clean (two hours ago but now is fine) and then finally on the fourth person to try to sort it out if I had a reservation (look at the barcode I beg you!) I got angry enough that they let me cancel the reservation. They seemed totally flummoxed by my upset.
Somewhere around “just send up a vacuum I’ll clean myself” and “it’s against union policies to let the guests use the cleaning equipment” we’d clearly reached an impasse on what I needed and what they would do (nothing) and they wanted me gone as much as I wanted to be gone.
I know all of this is stupid and very petty, but we’ve reached a point in many industries where everyone is paying out their noses for services meant to be delivered in an expected manner and almost never are. And the prices only ever go up. if I had ever behaved in the manner that they did when I was managing a marketing agency for a luxury hotel in New York I would’ve promptly been fired.
I didn’t need to be insulted about not being my husband. I didn’t need to work my schedule around their cleaning staff or their front desk scheduling snafus or their various corporate policies on who is allowed to book what and when. 
I want to pay a fair price to stay somewhere I can get my work done and have the basics. Hospitality is about being hospitable. And somewhere between the armed guard at the mall and the baffled maid it just hit me that this heaven and hell interplay is all we can expect from here on out. You either pay a fortune or are lucky for what you can get.
It’s not even premium mediocre now. It’s just shitty. And only Karens stand between us and the total devolution of standards for fair exchanges of goods and services. And unfortunately that means I must don the armor of the Karen and hold my line. I refuse to cut my hair and get highlights though. I’ve had enough humiliation for one day.
