Yesterday I experienced a first for me: random (drunken) violence in a JW lobby (or any hotel). I wasn't hurt but a drunk and confused guy (not a hotel guest) called the Chinese police on me while I was sitting in the lobby on my phone because I am "a bad man" and simeultaneously tried to take my phone and also fight me. I ducked out of the situation and he instead tried to punch a group of airline crew and followed them into elevator, only to be pulled out by the duty manager mid racist rant. After that the hotel called the police who kicked him out. Overall a bizarre and dangerous situation. I believe the hotel could have been better and quicker at recognizing the danger and getting rid of him before it got so physical (it lasted for maybe 40 minutes that I saw) but I recognize it's uncommon and will be a training opportunity.

No proactive apologies from hotel staff afterwards (would have been a nice touch) but I tweeted about the experience to the bonvoy twitter account because it was a real first for me. Within a few hours the social media team called the hotel and coincidentally I was at the front desk and heard their chat. The duty manager they talked to also happened to be the same one who dealt with the issue the night before and she gave a hand wavy recap (said nobody made physical contact, that they quickly called police, etc) which was not accurate. I asked to speak with them and she handed me the phone; they were very friendly and wanted to know all possible details. They also proactively offered me 20k points and promised to bring the issue to hotel management to ensure better training. Points posted immediately.

Prompt, friendly, and serious response from corporate while the property shrugged it off. I think it was a solid win for their customer service team.