"I once had a guest dislike their appointed room so much that they threw their suitcase at the bellman! This was unacceptable behaviour, and it put me in a difficult place. I know I can't expect employees to tolerate abuse, and I also wanted to deescalate the situation too. And more than that, I also don't want guests to see that we are okay with that kind of behavior, or that they have to share a space with this sort of behavior either. So I politely let him know that we do not tolerate abuse, but that if he would calm down, we could find another room for him, which we did. I then met with the employee that he attempted to assault, and ensured that I would take care of this. So after he checked out I informed him that he won't be able to stay at our hotel again. I think it's critical to send the message to both the team and the guests that we live by the golden rule, and I can't expect quality work from people who are subjected to dehumanizing behavior nor can I prove a quality experience for guests if this sort of situation is allowed to carry on; it hurts everybody in the long run. Luckily this is an extreme example, but I don't think Hyatt would want to tolerate an abusive guest either."
