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?