by The hospitality industry is often romanticised as a world of smiles, sunsets, and seamless service. For guests, it’s about relaxation, escape, and indulgence. But behind the curtains of paradise resorts and luxury hotels, there’s a very different reality—a balancing act between service and scrutiny, trust and truth.
After nearly two decades of managing properties in the Maldives, Zanzibar, Rwanda, Saudi Arabia, and Sri Lanka, I’ve seen the best and worst of human nature. While most guests are genuine and decent, a growing number manipulate, exaggerate, and even deceive for personal gain. These incidents often go unnoticed by the wider public, but they impact hotel operations, staff morale, and ultimately, the reputation of entire destinations.
This article isn’t about blaming tourists. It’s about shedding light on a reality hoteliers face every day—one that deserves public discussion, especially as Sri Lanka rebuilds its tourism image.
1. The Half-Board Buffet Exploiters
One of the most frequent low-profile manipulations in island resorts is what I call the “strategic breakfast.” Guests book a Half Board package—meaning breakfast and dinner—yet they show up for breakfast just before it closes, pile their plates like it’s their last meal, and skip lunch altogether. Many also sneak fruits and pastries into their bags for later.
In theory, they aren’t breaking any rules. But in practice, they misuse the offering. I’ve even observed guests wrapping sandwiches in napkins to feed their children later. Some go further—refusing to pay for water during the day (which isn’t part of the package) and then accusing the hotel of being “unaccommodating.”
When questioned politely, they often respond with indignation: “I paid for this! I have the right!” Technically, yes. Morally? Questionable.
2. The Complaining Guest Syndrome
Every hotelier knows about the guest who arrives ready to complain. From the very first interaction—before even unpacking—they begin searching for faults. A curtain not perfectly aligned, a hairline scratch on the mirror, a view that doesn’t match their imagination.
These guests make noise not to express concern but to create leverage. Once they find a “flaw,” they request an upgrade or discount. If the hotel refuses, they threaten to leave bad reviews or contact their tour operator. Some succeed in getting refunds for vacations they fully enjoyed.
In the Maldives, I once had a couple complain that “the sea was too salty,” and that the island’s natural vegetation gave them allergies. When we politely refused compensation, they wrote a scathing review online, accusing the resort of “endangering their health.” The entire team had to respond, clarify, and endure the reputational impact.
3. Blaming the Weather
Nature doesn’t care about hotel reviews. Still, some guests don’t understand that.
One Sri Lankan resort guest posted: “It rained every evening. Don’t visit this hotel in July!” The implication was that the hotel somehow caused the weather. Another in Zanzibar demanded a refund because the ocean was “too rough to swim safely” during a monsoon week.
We sympathise. Holidays are precious. But no hotel on earth controls the clouds or waves. Yet when guests feel entitled, logic becomes irrelevant.
4. Faking Losses for Insurance Claims
This is a more calculated form of dishonesty. Some guests report “lost” valuables—jewelry, iPhones, sunglasses—and demand an official incident report. But these reports are rarely about recovering items. They’re for insurance claims back home.
In several cases, we later discovered the items were never lost. In Zanzibar, one guest filed a report about a “stolen watch,” but CCTV later showed him wearing it during checkout. When confronted, he casually said: “It’s not a big deal—just the insurance company, they cover it.”
To them, it’s a loophole. To us, it’s fraud.
5. Disruptive & Entitled Behaviour
Some guests forget they’re in another country with different customs, cultures, and laws.
I recall an incident in Rwanda where a guest openly disrespected the local staff for speaking Kinyarwanda in front of him. He claimed it was “rude” and demanded they speak only English—even among themselves. In Saudi Arabia, I’ve seen tourists ignoring religious customs during prayer times and demanding alcohol in dry zones.
Others blast music in quiet areas, allow children to scream unchecked in adult pools, or treat staff like personal servants. These behaviours create an unpleasant atmosphere—not just for staff, but for fellow guests who came for peace and relaxation.
6. Forged Currency – A Rising Concern
In Zanzibar, we once received several €100 notes that turned out to be counterfeit. At first glance, they seemed legitimate. The guest, a solo traveller, paid for spa treatments and excursions in cash.
When we informed him, he acted surprised and promised to bring alternative payment. He disappeared that afternoon. By the time we involved police, he was already on a departing ferry. The financial loss was secondary; the lesson was that trust has limits.
This isn’t an isolated incident. Counterfeit currency—especially high-value notes—is a real issue in island resorts where currency exchange services aren’t always strict.
7. Credit Card Dramas at Checkout
A classic situation: the guest’s card “suddenly doesn’t work.” Sometimes, it’s genuinely declined. But other times, they’ve come knowing it would.
They feign surprise, panic, and blame the hotel’s “faulty system.” Some say, “Call my bank in Germany,” or “Try again after five minutes.” They create pressure, a queue forms, and they pretend it’s a hotel fault.
One couple in Maldives even gave us four expired cards in a row—knowing that we’d eventually give up and let them pay partially. They offered to wire the rest “later,” which of course, never came.
8. Deliberately Missing Flights
Some guests treat missed flights like an opportunity.
They intentionally delay checkout or claim they were misinformed about departure time. Then, they request letters from the hotel blaming the driver or the concierge. These letters are used to demand refunds or business class upgrades from airlines.
In one case, a guest asked us to issue a false statement saying, “hotel car was late,” even though he refused to leave the beach on time. We refused. His parting words were: “Other resorts do it. You’re being difficult.”
9. Stealing Hotel Property – Quiet but Common
From towels to cutlery, hangers to hairdryers, many guests take more than memories. Some even pack decorative pieces from the room thinking they are “complimentary.”
In Rwanda, I once entered a villa after checkout and found the minibar fridge missing. The guest had removed it, wrapped it in towels, and shipped it with their luggage via private air transfer. The audacity was almost amusing—almost.
10. Creating Drama to Distract and Demand
Some guests stage emotional outbursts to create confusion and gain advantages.
For instance, during a busy check-in at a resort in Maldives, a guest started shouting at the receptionist about a “wrong room” (it was exactly as booked). While the front desk scrambled to calm him, his friend slipped behind the counter and unplugged the computer systems, causing a 30-minute delay for other guests.
Later, they demanded a bottle of champagne for the “inconvenience.”
11. Fake Health Claims
During the COVID-19 pandemic, we saw a rise in “medical manipulation.” Some guests claimed they were exposed to COVID and demanded isolated villas for free. Others asked for extra night stays “for quarantine,” then posted pictures of themselves partying on social media.
In Zanzibar, a guest claimed “severe allergy to mosquitoes” and demanded we move them to an air-conditioned villa. Yet, that same evening, they were seen jogging shirtless on the beach.
12. Social Media Blackmail
A modern menace: influencer blackmail.
Self-proclaimed “travel bloggers” arrive, flaunting their follower count. They ask for free upgrades or meals in exchange for “exposure.” When refused, they threaten to leave bad reviews or publicly shame the property.
One guest with only 800 followers wrote: “If I don’t get the beachfront suite, I’ll go live on Instagram and talk about how rude the staff are.” She had never posted about travel before.
Hotels are often bullied into submission because online reputation is fragile.
13. Abusing Local Staff – The Silent Crisis
Sadly, one of the most damaging behaviours is mistreatment of junior staff—especially in developing countries.
Some guests shout, click fingers, or speak condescendingly. I’ve seen waiters reduced to tears, spa therapists ignored while explaining procedures, and housekeeping staff scolded for minor delays.
In many cultures, staff are too polite to respond. But the emotional toll is real. They carry these insults silently, day after day.
Why We Must Speak Up
So, are all tourists honest? Of course not. Most are respectful, curious, and kind-hearted. But a significant minority exploit the system.
This isn’t about discrimination or generalisation. It’s about accountability. The hospitality industry has been too silent, too long—because “the guest is always right.” That line, once noble, is now weaponised by dishonest travellers.
It’s time for change. We need to talk, train, and set boundaries.
A New Framework for Honest Tourism
Here’s how we move forward:
1. Create a Global Guest Code of Conduct
Tourism boards should publish behavioural guidelines, just like hotels do for staff. Respect must be mutual.
2. Equip Staff with Assertive Communication Tools
Train teams to handle manipulators calmly and firmly. Empower them to say “no” politely when necessary.
3. Improve Guest Documentation & Contracts
Be specific. Define refund rules, complaint policies, and abuse protocols in booking documents.
4. Reward Honest Guests Publicly
Recognise returning guests who show integrity. Loyalty programs should favour not just spenders, but also respectful guests.
5. Use Technology to Flag Repeat Offenders
With GDPR-compliant methods, hotels should internally track guests with consistent unethical behaviour.
Conclusion: Honesty is a Two-Way Street
Tourism is built on welcome, wonder, and warmth. But it must also be built on honesty—on both sides.
As someone who has given his life to this industry, I say this with care: hospitality is not slavery. It is a profession. It deserves respect. And those who travel the world must travel with ethics in their hearts.
Let us host with grace—and be hosted with gratitude.
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