The internet is calling out a Kansas City hotel employee after a viral video showed her cursing at a guest, threatening to have her removed from the property, and calling the police during a dispute over a prepaid reservation.
The woman, who identified herself only by her first name, Anna, shared the video on Instagram after a confrontation at the AC Hotel Kansas City.
In the video, Anna can be heard asking for a receipt and questioning why her prepaid reservation had been canceled.
“Can I have my receipt? You’re taking my money but you’re not giving me my receipt?” Anna says.
An employee identified as Catherine responded by telling Anna that her reservation was her responsibility.
“Ma’am, your reservation is your responsibility. You didn’t tell anybody you were coming, so you’re facing the consequences,” Catherine says.
The exchange escalates as the two disagree over the hotel’s reservation and no-show policies.
“You can either get the f–k out of my lobby now or you can have Westport security escort you out,” Catherine tells Anna. “You don’t get everything you want when you act like this, sweetheart.”
“You’re spewing profanities and you’re not giving me my receipt,” Anna responds.
Catherine then began calling the police.
What Led to the Confrontation?
According to Anna’s Instagram post, she prepaid $596.76 for four nights at the hotel, with her stay scheduled to begin Aug. 18.
But Anna said her flight to Kansas City was delayed and eventually diverted to Omaha, Nebraska.
She said she drove from Omaha to Kansas City the following day, expecting to check in upon arrival.
Instead, Anna said hotel employees told her that her room had been given to another guest because she missed the first night and that her reservation had been canceled.
Anna said the reservation still appeared active in her Marriott Platinum account. She then stepped outside attempting to contact Marriott about the reservation.
While outside, Anna said she saw a mouse and began recording. When she returned to the front desk, her camera caught the confrontation with Catherine instead.
What does Marriott’s policy say?
According to Marriott, a no-show does not trigger the company’s “Ultimate Reservation Guarantee.”
The terms state that if a guest fails to arrive by 6:00 a.m. the morning following their scheduled check-in, the hotel may cancel the reservation and charge a no-show fee.
Anna arrived the day after her scheduled check-in date and, according to her account, did not contact the hotel to tell them she would be arriving late.
During the confrontation, Anna argued that another hotel would have contacted her about the missed reservation.
“Any other hotel would check on you or send an automated message,” Anna said.
Catherine disagreed, saying that was not Marriott’s policy.
The two continued to go back and forth over company policy before the confrontation escalated.
Hotel Employee’s Side
While the video has drawn widespread criticism of Catherine, a bartender who works at the hotel also commented on Anna’s Instagram post, according to View From the Wing.
The bartender claimed Anna had belittled several employees, repeatedly left and returned to the hotel before police or security arrived, and only appeared calm once she began recording.
The bartender also said the hotel was sold out and that Anna had been warned when she booked the room that she would be charged if she did not show up.
Those claims have not been independently verified.
The AC Hotel brand is part of Marriott, but individual AC hotels can be operated by separate management companies.
The Kansas City hotel is managed by HHM Hotels, meaning Catherine is not necessarily a Marriott corporate employee.
Anna said Marriott’s consumer affairs office ultimately directed her back to the hotel’s general manager. She claims the general manager later stopped responding to her.
‘Baby Sue Them’
The incident has sparked widespread reaction online.
“Ran to Yelp and left a review for her cause what!!! That employee needs to be fired immediately,” one person wrote on Anna’s video.
“After this video, she’ll be lucky to be hired at a Best Western or a Super 8,” another said.
One commenter urged Anna to go after the hotel. “Baby sue them, dispute the charges and enjoy your settlement!!”
The viral video has sparked a broader debate over how hotel staff should handle guest disputes — and whether the employee’s reaction was an appropriate response to a guest questioning a canceled reservation.
Atlanta Black Star reached out to the hotel and Anna for additional comment but did not receive a response prior to publication.
