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Confronting Readers
The Occidental Tourist · November 22, 2000

The Tourist clearly pressed some buttons when he wrote about his confrontation with a fellow traveler in the lobby of a high-priced, Silicon Valley hotel.

In a nutshell, here's what happened: The Tourist was a preferred member of the hotel chain. He got in late, and went right to the check-in line that was clearly marked as "preferred." When the preferred customer ahead of him was finished, the Tourist moved toward the clerk who was clearly designated as the preferred guests' clerk. But then a customer from the other line jumped in front of the Tourist and demanded to check in next, reasoning that he had been waiting longer. The Tourist held firm, saying this was a line for preferred guest only. The scene got ugly.

OK, that said, the Tourist felt he could have handled the situation with more tact, and left it for readers to decide. And the readers have spoken loudly: The Tourist wins, hands-down. Dozens of response, with four readers siding with the Tourist for every one that didn't.

In light of the current White House election, the Tourist will give equal time to both voices. (Could an audience possibly find a more high-minded, fair scribe?)

Here are the 'nay' responses:

- "I have this dilemma a lot at hotels. It's different than at rental car agencies and airports because of two problems - there is usually a very short line, and there is usually one one clerk. So in reality, it's not really an express line anyway.

My rule-of-thumb (as a top-level Marriott and Hyatt elite) is NOT to use the preferred line unless:

1. There is a very long line, AND

2. There is a hotel clerk SPECIFICALLY helping customers in that line.

Unless it can save you a lot of time, like the airport line does, you are actually the one cutting in line, and to be honest, look like an ass. I've had front desk staff who know me by name tell these types of 'elites' trying to cut in front of me that 'this gentleman (referring to me) is one of our VIPs' and take me first."

- "You're lucky the guy didn't have a knife, a gun, professional prize fighter's fists or other lethal weapon and the desire to use them. Next time, give it up. it's far cheaper than never being able to change the diapers of your child again.

I have my own method. When someone gets very hostile to me, I simply say 'I'm so sorry!" and let him/her have their way. I always win!"

- "We live in a society that is becoming increasingly rude and inconsiderate. When the frustrations of travel prevail, such individuals become even more objectionable. If we are unprepared for especially bad behavior, we can react unpredictability also. This is understandable and I have shared experiences similar to yours, and do not feel under the circumstances you were unreasonable. But I also feel, as civilized society disintegrates, we are going to have to learn how to handle our responses more adroitly."

Tourist to Editor: Hey, since when did we get such rational readers?

Editor: Beats me. I'm just impressed they use words like 'adroitly.' In proper context and everything ...

- "I would have let the guy jump in front without a word and let the desk clerk handle the situation. If the clerk would have done nothing for you, I would put in a call to the hotel manager, explain the situation and ask: 'What's the purpose of being a preferred guest, if you can't use those benefits to which you are entitled when his/her staff doesn't have a backbone?' Having taken up the issue with a higher power maybe there would be a free upgrade, a free night, and a free dinner - and while he's at it a free six pack of New Belgium's Fat Tire delivered ice cold to your suite."

Response from Tourist: NOW, we're talking! Translate a frustrating encounter into free beer. Some readers see things so clearly ...

Next week, the Tourist's supporters speak out.

The Occidental Tourist is a magazine writer in Washington, DC. He writes for Maxim, POV, Capital Style and ABCNews.com. His column appears on Tuesdays. E-mail him at tourist@ticked.com.