A Missouri Marriott employee was filmed cursing at a customer after she asked for a receipt, before the employee proceeded to threaten to remove her by force.
The customer shared a video of the incident on Instagram, claiming in the caption that an employee at the AC Hotel Kansas City Plaza, an AC Hotels by Marriott property, cursed at her after she asked for a receipt. She said the request came after the hotel allegedly canceled her four-night reservation despite her having paid in full three days earlier. The customer then accused the employee of being “vulgar and unprofessional.”
In the video the customer shared, she filmed the employee’s behavior during the confrontation. The footage began with the employee cursing at the customer and saying, “Get the [expletive] out of my lobby.” The customer appeared shocked and asked, “What?” In response, the employee repeated the statement with the same expletive and added, “Since it wasn’t clear.” The customer then asked for her receipt again.
The employee then told the customer that Westport security could escort her out of the hotel. The customer responded by asking for her receipt again. “You don’t get everything that you want, sweetheart, when you act like this,” the employee replied. The customer repeated her request and questioned how she was behaving, while claiming that the hotel had taken her money without providing a receipt on her account. The employee then told her that she could obtain the receipt from Marriott.
The employee and the customer then argued over whether the AC Hotel was part of Marriott. “You are Marriott,” the customer said, but the employee denied the claim. The customer asked for her receipt once again, but the employee continued refusing to provide it. She then pointed out that she had not cursed at the employee “at all.”
The customer then accused the employee of using profanity, something that was documented in the video. “Ma’am, this behavior doesn’t get you what you want,” the employee said. She then appeared to threaten the customer, adding, “So, it’s your choice. Exit the premises willingly or by force.” The video ended with the customer once again asking for her receipt, only for the employee to tell her that she could obtain it from Marriott. At the time of writing, neither Marriott nor AC Hotel had provided a statement about the incident.
Viewers Attack Missouri Marriott Employee Over Treatment of Customer
The video sparked reactions online. Many viewers criticized the Missouri Marriott employee for how she treated the customer. Some argued that her behavior was unacceptable and that she should be fired. “Wow that’s insane why are the hiring mediocre employees. Man they need a new customer service training course and stop hiring people who clearly are inadequate for said jobs. I expect @Marriott to respond swiftly and correct this nonsense,” one person wrote. Another commenter asked, “@MbonvoyAssist @Marriott @MarriottIntl @MarriottBonvoy – have you commented publicly about this? Is this acceptable behavior from a Front Desk Associate?”
More people continued criticizing the employee and Marriott over the incident. One commenter said, “Please tell me that ‘agent’ in the striped shirt got fired. My lord, if someone was speaking to me like that at a hotel I would call corporate and let them listen.” Someone else claimed, “Yaaah.. I’ve been to that location before. Not shocked.”
For many viewers, the employee’s profanity and threat to have the customer removed by force were the biggest issues, particularly because the customer repeatedly appeared to be asking for a receipt. Others questioned whether Marriott or the hotel’s management would take action after the footage went viral.
