Why Does 'Unreasonable Hospitality' Focus On Customer Service?

I was dragged online by one of my own employees. According to her post, I was a stingy boss who refused to give out holiday gift boxes for Memorial Day weekend. What the internet did not know was that my company already had a long-standing tradition. Every holiday, and even every employee birthday, each person received a $300 gift card without fail. But once the whole internet started tearing me apart, I decided to give everyone exactly what they claimed they wanted. I issued a company-wide notice. To respect everyone’s demand for a more “thoughtful” holiday gesture, this year’s Memorial Day gift cards would be canceled and replaced with holiday gift boxes for all employees. The moment the notice went out, the entire company exploded. Employees crowded outside my office, begging me to bring the gift cards back.

“Sorry, but due to the holiday, we’re overbooked. Your reservation has been canceled. Here’s a fifty-dollar voucher as compensation.” The hotel front desk clerk handed me a voucher with a perfunctory tone. I looked at her coldly. Then, I looked at the man next to her, who had just arrived. He had not even shown his ID, yet the clerk respectfully handed him a presidential suite key card. “Why can he check in without even showing an ID? Meanwhile, my room, which I booked a full week in advance, was canceled without explanation. And all I get is a lousy fifty-dollar voucher?” The front desk clerk let out a scornful laugh as she walked up to me. “Because he’s Mr. Ludwig, the heir of Grandview Group! His family owns the entire hotel. Do you think it’s just a matter of one room? If he wanted the whole hotel emptied out tonight, we’d do it. Who do you think you are? “If you keep standing here causing trouble and getting in his way, I’ll have security drag you outside and beat some sense into you. Now, get out!” Two security guards stepped forward. They grabbed me by the hair and roughly pulled me toward the door. My scalp hurt badly from the pulling, and my clothes were wrinkled. The front desk clerk’s shouts trailed behind me. “Next time, stay in a motel. People like you can’t afford to travel on a holiday.” I looked at the hotel’s grand entrance. Instead of shouting, I let out a quiet, exasperated laugh. The heir to Grandview Group, huh? They probably did not know that their lofty heir was right in front of them, and that he was being humiliated by their staff. Since they refused to serve guests decently, only catered to people with status, and did not think twice about hurting and humiliating their other customers, this hotel might as well shut down.

It was my girlfriend's birthday. I took her to my family's newly opened restaurant for dinner. Since we were planning to have cake later, the two of us ordered a single set meal that included a pizza and a plate of pasta. Smiling, I handed the menu to the waiter. He took it with a fake smile. I heard him calling us paupers under his breath. I frowned. "What did you just say?" The waiter froze for a second. He then put on another fake smile. "I said I'll have your order ready shortly." I snorted and replied fluently in the same language he'd used. "You just called us paupers."

I was the sole front desk clerk at a haunted hotel. Welcoming players, checking in on the bosses’ quarters, and slacking off a bit were all part of the job. At least, that was what I thought. It turned out my days were far from ordinary. A blood-drenched little girl in a tattered red dress kept ringing the service bell. Her eerie voice echoed, “Miss, why didn’t you come play with me?” A creepy black cat with glowing eyes wouldn’t stop meowing and rubbing against my legs. And then there was the old woman with claws like knives, cheerfully knitting me a sweater… out of players’ skin. One day, I took a day off to care for my sick mother. That was my biggest mistake. The entire game instance erupted in chaos. Bosses interrogated players, demanding to know where their precious front desk clerk had gone. “Did she abandon us? Is she never coming back?” I ran. They chased. But no matter how fast I fled, their grip on me only tightened. In the end, escape wasn’t an option.

As I'm unable to get a ticket for my return trip after the Thanksgiving holiday, I specifically booked a first-class seat home. Just as I find my seat, I see an unruly child jumping around on it. I patiently smile and say, "Kid, this is my seat. Where is your seat?" He makes a face at me. "It's mine now, old hag!" I grab him by the collar of his shirt, wanting to lift him out of the seat. At that moment, a woman's piercing voice sounds behind me. "What are you doing? Let go of my son!" I release my grip and say as gently as possible, "Please control your child. This is my seat." Suddenly, she raises her voice. "He's just a child! Can't you, as an adult, give way to him? You're young and dressed decently. How can you have no compassion at all?" I'm so angered by this distorted reasoning that I laugh. "If you're so compassionate, why didn't you spend the money to buy your child a first-class seat?"

Right after I am done with a meeting, I scroll through social media and come across a warning post with my company's location tagged. The title reads, "Avoid this place! Anyone who comes here is a sucker. The company is so stingy that it can't even provide decent snacks." The photos show the Starbucks drinks and five-star desserts I just asked my assistant to distribute to everyone. I frown and tag everyone in the group chat, asking for suggestions about the teatime snacks. A Gen Z intern, Alice Grimes, immediately sends a voice message, "No offense, Ms. Knox, but these mass-produced desserts are full of trans fats. Even dogs wouldn't eat them. A good company would hire Kitchelin chefs to cook on-site. Now that's called having true respect for employees." I laugh in disbelief. My company spends 50 dollars per person on daily tea time, which is considered top-tier in the industry. So, I reply, "Since it's hard to please everyone, we'll cancel teatime from now on and convert it into a cash allowance for everyone." Less than five minutes later, there is a new update in the social media post. "Guys, you won't believe this. I made a reasonable suggestion, and the petty boss just cut our teatime perk! This is how a typical capitalist behaves. They can't handle any honest feedback."