Would you or would you not ban someone who swore once and then immediately apologised?

[Changingggggggggggg]

Just that really ...

Strange situation - in a hotel - one price had been agreed, they wanted to charge a higher price, they wouldn't speak quietly and calmly about it, but shouted at the guest and said there was no point in listening to what she said.

After 15 or so minutes of this, the guest, in enormous frustration did say "For F... Sake, please lets..." and then realising what they'd said, immediately apologised. The guest was rather shocked by what they'd said, having not done this before. She did then pay the higher price.

When they tried to book the hotel again a couple of months later, they discovered they had been banned - was told they had been told this by multiple people, despite there having been no communication.

Is this a banning situation - or do you give someone the benefit of the doubt, given their immediate apologies and contriteness?

Read the OP.

It was the hotel staff who were rude and ranting.

The op got frustrated and said "FFS" as a response to the staff member. Then apologised.

However I stand by what I said. I wouldn't return to them because they aren't worth my business and I would have let an honest review too.

Would the guest be desperate to go back having had a 15 minute quiet argument?

I'm surprised that no deposit or even a card number was taken when the initial phone call occurred! Did you ask to speak to a manager when they said the price had changed?

Do you mean there was a reduced rate for people attending the event held at the hotel, only having been told that reduced rate, some attendees were being charged a higher rate?

I've come across it before and it is bloody annoying but I've dealt with it via the person who arranged the course and its always been sorted without issue.

Unfortunately if they have banned someone based on that persons behaviour, I don't see theres much you can do about it, though if theres been issues over costs I would be leaning on the course provider to use another hotel!

There seems to be more to it than that, this whole thing is strange. I don’t know if there was a cock up with the listing/advertising? Perhaps a 3rd party put the wrong pricing up? Contrary to popular belief, a company does not have to offer goods and services at the wrong price if there’s been a cock up, no matter what people would like to believe. Either way the price was different, the op had the choice to pay it or not. Instead she had an extensive argument and swore at some poor staff member booking them in.

This.

And where I work you wouldn't have been staying that time either for swearing at a member of staff, you'd have been asked to leave immediately and the conversation would have been over.
Unfortunately for some, savvy hospitality (and other businesses I guess) are taking their responsibility towards their staff having a safe work environment seriously and not accommodating people who compromise that, because they are struggling to get staff, and one of the reasons is the way they get treated by customers and the attitude being it's 'just' part of the job.
I'd also like to hear the other side of this too.

There isn't much more to this story - their systems are up the creek, but a price has now been agreed going forward for other students because of all the confusion and price mix ups.

I've always found the staff very pleasant, friendly and helpful but the systems ineffective.

This was a manager who spoke to me like this.

I suspect I need to go with the "life's too short, it's unfair and I just lost out on this one" ... not easy to book another hotel as it is fairly isolated, so yes, very challenging for me.

And no, I have never sworn before and won't again - I was shocked that I did.

Why does the OP standing up for herself make her argumentative? This thread is weird. The hotel were unethical IMO.

It's not unfair. You swore at them.

What do you mean by "systems are up the creek"? If you hadn't booked in advance you take the going rate on the day. That's how it works.

You not understanding how it works can't be blamed on their "systems".
And you're banned so it doesn't matter 🤷🏻‍♀️

How did you work that out, then?

Can a fellow student or friend book two rooms for them for that price with you paying them back for it to get round the ban?

The prices are always subject to change unless there’s a contract. The price changed and the op didn’t have a contract. Arguing for 15 minutes for the cheaper price, swearing at staff and getting black listed for nasty behaviour is not standing up for yourself.

You can stay at a nearby hotel and just commute to the conference/meeting rooms for the course. After what you’ve described, I wouldn’t want to stay there.

You should have complained about being shouted at by the staff there and for the way they ripped you off. I wouldn't tolerate that and would have also left a bad review.

🤣

Drip drip drip

You knew in advance there was "a problem" with pricing for students,but rather than have it dealt with at a corporate/senior level you chose to stand and argue at the desk, to the point of swearing . You'd not have stayed one night if I was the manager

How much more were they asking you to pay?

The prices are always subject to change unless there’s a contract. The price changed and the op didn’t have a contract.

@Aylestone I don't understand this. So if you make an online booking then when you show up they can arbitrarily charge you a different price? Or would an online booking count as a contract?

I've never encountered this sort of thing with hotels before.

An online booking is confirmed in writing so yes a contract

It doesn't matter who was in the right about the booking, or who behaved in what way- the reason why you were banned is irrelevant, unless it was because of race, sex, disability or any other characteristic protected by law.

They could ban you because they have decided to stop allowing entry to people whose name begins with D and it would be their choice.

Swearing is perfectly legal.
Swearing at someone is aggressive and could be illegal.

In this case, no offence was intended so I guess they object to not being allowed to fleece you.

How is the hotel to know you don't normally swear? You've already argued with them for 15mins and then sworn loudly at them.

Its not like you spilled your drink and said "oh shit! Sorry! Let me clean that up" You swore at the staff member which is the crux of it. Was your apology sincere and did it accompany a change of attitude or was it a "sorry for swearing but..." sort of apology? I agree with others that if we asked the hotel they'd probably tell it differently.

Why on Earth should staff be subjected to a 15 minute argument and swearing at? It’s not their fault price was wrong, you are entirely wrong on all counts and I’m delighted to know some hospitality bosses have their staff at the forefront!

So you didn't book a room in advance and have written confirmation of the room and its rate, you just bpoked this over the phone?