Originally Posted by
Points Scrounger
Points 1 and 2 fall under the jurisdiction of hotel security staff, no?
Guest Refusing to Vacate (#1): As dcstudent notes, it depends on local law. Some places require you to involve the police/sheriff. Although unfair, it's always easier to let the guest stay.
Guest Making a Scene with No Reservation (#2): As much as I would have loved it, kicking out the person making a scene isn't a wise move. With easy access to social media and sites like Trip Advisor, doing that would be a PR nightmare. Sadly, hotels couldn't respond with the truth: "You had a reservation at a different hotel and then proceeded to verbally abuse our staff so we kicked you out".
Occassionally, someone will post a story on FT about how a hotel or airline did something unspeakable to him or her. Others will respond saying that it was actually the OP who was being unreasonable. Yet, despite 95% of people disagreeing, the OP still stubbornly insists that he or she is right. That's the type of person who would cause a scene in the lobby. Again, it's unfair to the person that gets walked.