Some people do get upset, angry and even aggressive at checkin when they have booked the friends & family rate without being eligible for the rate. it is most unfortunate.

some guests also become aggressive when they are unable to provide proof of eligibility for other special rates; may it be special corporate rates or promotional rates

want examples?

1: a guest books a visa promotion that offers 20% off if paid by visa card. guest does not have a visa card and screams at the lithuanian front desk supervisor calling her a "damn impossible german" and demands to see the gm.

2: a guest in his mid 30s books a senior discount rate for him and his wife for the weekend. they claim that the stay is a gift from his parents and will be reimbursed by them after they return from their trip and therefore they can book the senior discount.

3: a guest books an associate rate and is unable to provide associate id at checkin. claims that the rate was given by the gm; a close personal friend. the gm happens to be the the manager on duty this evening and is called over from his office. when he presents himself, the guest claims that he is friends with a different gm of a different hotel who has extended the associate rate to include him. our gm has a different opinion, but offers to refund the guest the difference between best available rate and friends & family if the gm of the other hotel confirms by email. no email received.

4: a guest books an advance purchase rate and upon checkin is furious that he has already been charged for his room and demands an upgrade, claiming that the only reason he has been charged in advance is because he is asian, and then threatens to sue the hotel.