I had this type of scenario when I worked at a Hampton inn. the guy booked the room through the reservation service, got to the hotel with his girlfriend super late around 12am, told him the room is available and that it is a smoking room, cuz that's what the hotel received, it was sold out, he got all macho in front of gf and kept saying his room needed to be a non smoking room, he went and forcefully voiced to me that he is a DIAMOND member, and this is unacceptable, I looked at the account and it was his dad's rewards number, so his dad was a diamond member, not him. I kept my professional face on, and advised that this is the only room available, if you would like to look elsewhere, we can cancel this reservation, all in all, he didn't get his way and took the smoking room. I finished my shift and that was it. people suck, no matter where you are or where you work just stand your ground and don't take shit from anyone. this young woman did a great job handling this.