Because my son and daughter-in-law both work in the hospitality industry (at two different hotels), this title intrigued me. My daughter-in-law especially has many times expressed how stressful it can be to meet the needs of difficult guests (which she does extremely well). After reading How May We Hate You? by Anna Drezen and Todd Dakotah Brescoe, I now understand.
The authors, both actors who have worked as concierges at New York City hotels, use their comedic gifts to give us an inside look at how hotel employees see those of us who come through their doors. Taking on subjects such as how clean your room really isn't, whether housekeepers truly do steal your stuff while you're out seeing the city, and what requests employees can or never will accommodate, Drezen and Brescoe have done a great job of lightheartedly exposing truth.
The book is a quick read, formatted in short (1-2 page) narratives interspersed with bursts of infographics and comics. There are transcripts of real interactions with difficult guests, as well as "Actually Helpful" sections that give the reader genuine tips on travelling and hotel stays.
What I appreciated about the book was the authors' decision to keep all guests and hotel names confidential. This book is not an expose, out to slam and embarrass anyone. Further, my sense is that both of them are thankful for their jobs (especially since said jobs have provided material for a book!) and the opportunity to help guests, especially those who make kind requests and treat them with respect. What is disappointing is the general sense of entitlement from so many hotel guests and how poorly they believe they can treat employees.
I received this book free of charge in exchange for a fair review.
