IS IT RACISM OR JUST POOR CUSTOMER SERVICE?

I arrived with delight in Seattle today, warm weather and a light rail line from the airport to downtown.  Visiting for training, I walk from the light rail stop encountering Nordstrom with my one block walk to the Sheraton.

I approached the registration desk and was asked “May I help you?” “Yes, I need to register”.  As I reached down for my id and credit card,  I was asked my last name – Chambers I said, as I stood with my id, I was asked again was is your last name – CHAMBERS as he typed in and your first name – Cheryl – for once I did not say begins with a “C”.  I placed my id on the counter.

Did you check in earlier?  Here I am standing with a large suitcase and carryon – No.  He continued to type and seeming to search.  I reached down for my confirmation and handed it to him.  Are you traveling with a group ?– No.  Are you sharing a room? – No.

It seems like we gave your reservation to a Mr. Champagne  – Is there a Mr. Champagne in your party – No!

At this point I’m thinking Really!  Where are the cameras?

Let me go in the back and straighten this out

He later emerges – no longer referencing a Mr. Champagne.  It seems that someone else with your name has checked in with your name.

I’m thinking this does not explain that you couldn’t find my reservation and now I’m thinking that this guy is just giving me a hard time.

Now he takes my id and tells me that he has to charge my card $100 for incidentals.  How much interest do these hotels make charging your card for money that may not be used and takes forever to return to your account.  Now mind you my room has been pre-paid in full prior to my check-in.  My card does not work or so he says.  I tell him “Well, the room is pre-paid”.

So he tells me he will make an exception and let me have my key.  He just hands me the key – no discussion as to where the gym or other amenities and no directions to the elevator as there are two towers and separate elevator banks for each tower.

At this point, I request a comment card, now he fumbles and hands me a couple.  I take a look at this name badge and take note.

It is my belief that your registration moment should be unmemorable as to be perfunctory especially after traveling.  When I checked my account the next day, I have more than enough to cover the incidentals so what was this guy’s problem?  At the end of the day was it just poor customer service or racism.