Hotel staff reveal 6 behaviors that instantly label guests difficult

There is a whole ongoing discussion among hotel teams about guest behavior, and the hospitality industry is under more pressure than most outsiders ever realize. The behaviors that earn a guest the unofficial "difficult" label are often not dramatic blow-ups or extreme incidents. Sometimes they are small, repeated habits that stack up fast - and the people noticing them have been trained to spot them from the very first interaction.

1. Snapping Fingers or Clicking to Get Attention

Rude behavior toward staff has become a growing and documented concern across the industry. Snapping fingers, clicking, or waving staff over like flagging down a taxi is one of the fastest ways to brand yourself as "that guest" - it signals disrespect before a single word has been spoken.

It is a gesture that immediately tells hotel staff everything they need to know about how the interaction is likely to unfold. No training manual prepares a front desk worker for how deflating that particular signal feels mid-shift.

In a survey of fellow travelers in the United States, more than half of respondents said they found guests who are rude to hotel staff to be the most annoying behavior of all. That means it is not just staff who notice - other guests do too.

Snapping fingers at hotel staff to get their attention is widely regarded as rude, embarrassing behavior and plain bad manners by hospitality professionals. The simplest fix is also the most obvious one: make eye contact, wait your turn, and speak like you would to any other person deserving basic respect.

2. Being Glued to Your Phone During Check-In

Hotel staff train extensively to make a guest's arrival feel warm and personal. According to a 2024 report by the American Hotel and Lodging Association (AHLA), guests ranked "staff interactions" among the top three reasons they would leave a positive review for a hotel.

Yet some guests spend the entire check-in process on their phone, barely acknowledging the person helping them. That disconnect is jarring for staff who have prepared specifically to create a welcoming experience from the very first moment.

When a guest refuses to make eye contact or keeps holding up a hand to signal "wait" while scrolling through social media, it creates an awkward, deflating dynamic for the staff member. The initial interaction sets the tone, and remaining calm and professional even when a guest is not works because guests often mirror the emotional state of the staff - and that mirroring works both ways.

A guest who starts distracted and dismissive very often stays that way for the entire stay, creating a ripple effect that affects every department they encounter.

3. Taking Out Travel Frustrations on Hotel Staff

According to Leslie K. Harris, marketing director and purchasing agent at Double Eagle Hotel and Casino, bad guest behavior has been more common recently because people arrive at hotels already tired or irritated. "Travel, lines, waiting around, unexpected itinerary changes, long flights, flight delays and cancellations, the stress of travel planning, and an unfamiliar environment all contribute to increased tension." In this situation, even a small delay at reception or a misunderstanding can trigger an outburst of rudeness. What can lead a guest to become difficult includes personal issues where guests carry external frustrations into their interactions, and communication barriers where misunderstandings escalate minor issues. A delayed flight, a lost bag, a screaming toddler in the seat ahead - none of that is the hotel's fault. Burnout in hospitality is rising mainly due to ongoing staff shortages, increasing workloads, wage stagnation, and more frequent challenging guest interactions. Taking frustration out on staff does not speed anything up - it only makes an already hard job harder.

4. Being Disruptive in Shared Spaces

Disorderly guests can quickly disrupt the environment of a hotel, leading to issues such as negative reviews, decreased staff morale, and potential legal problems. Pool areas, lobbies, restaurants, and elevator banks are shared spaces, not extensions of a private suite.

Guests who monopolize lounge chairs, speak at full volume on video calls, or let their children run unchecked through corridors create friction for everyone around them. Staff are expected to manage the comfort of all guests simultaneously, and a single disruptive individual can make that nearly impossible.

According to Axonify's 2024 survey, nearly half of frontline hospitality managers have had to ask a guest to leave or ban a guest from returning within the last year due to their poor treatment of other guests. Disorderly guests can quickly disrupt the environment of a hotel, leading to various issues such as negative reviews, decreased staff morale, and potential legal problems.

Poor management of these situations not only affects the immediate experience of other guests but can also have long-term repercussions on the hotel's reputation. The label of "difficult" tends to follow these guests room to room, floor to floor.

5. Treating Housekeeping Staff as Invisible

Professionalism and discretion play a crucial role in handling sensitive situations, as guests may request complete privacy or need assistance with unexpected personal issues, and housekeeping staff are expected to maintain confidentiality and ensure guest comfort without overstepping boundaries. When guests treat housekeepers rudely, dismiss them, or make them feel invisible, it ripples through the whole team.

The ability to handle difficult guests with grace is a mark of excellence in hospitality, and housekeeping staff who demonstrate patience and professionalism contribute directly to positive reviews and long-term hotel success. Abuse and harassment are noted as the most experienced and witnessed misbehaviors within the hospitality and tourism sector.

Such misbehavior is defined as forms of aggression that involve unwelcome verbal, non-verbal, or physical advances from one person to another. Hospitality management teams have long reinforced service cultures that adopt the mantra that the customer is always right, but this leads to a power imbalance between service providers and customers, which is fundamental to the occurrence of workplace mistreatment.

Housekeeping staff, who are often among the least visible members of a hotel team, are frequently on the receiving end of that imbalance.

6. Serial Complaining and Demanding Unearned Upgrades

Some guests head down to the front desk and complain about their hotel stay every single time. Former hotel employees at major chains have spoken openly about tracking a customer's complaint history, the compensations they received, and notes kept about the guest.

The hotel knows who is a serial complainer, doing it purely for discounts, free breakfast, or loyalty points. This behavior is not as clever as it might seem - it is one of the most frequently flagged patterns in hospitality, and properties keep detailed records.

Poor management of these situations not only affects the immediate experience of other guests but can also have long-term repercussions on the hotel's reputation. Staff are absolutely watching, and they are keeping records.

Some hotels have begun enforcing stricter behavior standards as a direct response. Sometimes hotels have to "fire" the customer, and if a guest has a history of combative behavior, it may be wise to suggest they would be more comfortable at another property, as trying to retain disruptive guests creates undue stress for employees and can cost more than the value of their business.

The industry's patience, while substantial, is no longer unconditional - and that shift is very much intentional.

Story by Marcel Kuhn