December 29, 2025, 3:50 pm | Read time: 4 minutes
TRAVELBOOK spoke with a hotel manager about his experiences in the industry. The insider shares both pleasant and sometimes bizarre encounters with guests—and why even front desk staff occasionally have to pick up a cleaning cloth.
André Schmidt* is a senior revenue manager at a hotel in Hesse, responsible for margin optimization, but primarily a passionate host. That’s why he chose a career in hospitality early on. He has worked at numerous locations and taken on various tasks—including those not part of his official job description. In an interview with TRAVELBOOK, the hotel insider shares his most bizarre, funny, and worst experiences.
Hotel Insider Has “Taken on Every Task”
According to Schmidt, he has done “everything” during his time at the reception. IT tasks, such as setting up smartphones or installing computer operating systems, were just the beginning. It could also happen that Schmidt had to clean a room while he was supposed to be manning the front desk. In smaller hotels, late shifts might be staffed by just one person, yet guests could unexpectedly want to check in. “If there’s no cleaned room available and no cleaner on site,” the hotel expert explains, “then suddenly the concierge, tour guide, or receptionist becomes the cleaning staff.”
Guest services could also vary from day to day. Sometimes Schmidt booked subway, flight, or opera tickets for customers; other times, he answered questions about nearby brothels or drug availability.
(Too) Close Relationship with the Team
Due to various shortages, colleagues work very closely together both spatially and in terms of content. This can blur the lines between professionalism and personal matters. “In every company I’ve worked for, I’ve seen my colleagues as family,” Schmidt reports. The unusual working hours and the exceptional intimacy among staff—also fostered by the confidentiality required in hotels—can create a close bond.
While this sounds nice and desirable, Schmidt’s experience shows that a seemingly familial relationship in the workplace is more “toxic.” Over time, the insider increasingly realized the importance of structured hierarchies and clear rules in hotels. “You and your boss are not family,” he emphasizes. “He won’t bring you chicken soup when you’re sick.”
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Which Hotel Guests Are the Worst
“Hospitality is about service,” the hotel expert reminds us. He admits that overly demanding guests can be “annoying,” but they are part of the job. In many cases, staff are accommodating and remain friendly. “What is absolutely unacceptable is blatant lying. For example, if a guest claims they were told at check-in that breakfast is available until noon instead of 11 a.m. This accuses the person on the previous shift of not correctly passing on this simple information.”
He has witnessed even worse boundary violations from guests. Schmidt mentions racist, sexist, and anti-Semitic remarks and threats of violence. “I have never tolerated this, and my supervisor trained me to show no understanding in such cases. I pass this principle on to my team.” If a guest refuses to behave, the police are called as a last resort.
“A Guest Once Forgot His Car”
Other experiences with guests, however, Schmidt wouldn’t want to miss in hindsight. Particularly bizarre: “A guest once forgot his car,” Schmidt recalls. “His own car!” Generally, EVERYTHING has been forgotten in hotel rooms, but a car is not a typical lost item. What do you do in such a case? “Ask him if we should charge the parking fees to his credit card.” As it happened, the confused guest was able to pick up his car two weeks later.
It can also be amusing with celebrity guests. In one case, this is meant literally. A Hessian comedy duo once invited the entire staff to their show simply because they were spontaneously greeted with one of their sketches at the reception. On the other hand, there have been celebrities who, instead of warmth, displayed airs and graces.
Tips for a Pleasant Hotel Stay
Schmidt also shared what guests can do to make their stay as pleasant as possible. Checking hotel reviews online can help avoid unwanted surprises. If reviews mention that rooms facing the courtyard or street are very noisy, it’s best to request an alternative when booking.
And one more tip: “Just claim you’re on your honeymoon. You might get a free upgrade!”
“Tips Are Welcome in Service”
Additionally, it doesn’t hurt to show financial appreciation to the service staff if you want preferential treatment. “Tips are welcome in service,” the hotel insider admits. So why not tip a little at check-in or when you’ve requested and received an extra pillow? Unfortunately, this is often forgotten.
*Name changed by the editorial team; the informant wishes to remain anonymous.