In the dictionary, entitlement is as:[ en-tahy-tl-muhnt ] - the unjustified assumption that one has a right to certain advantages, preferential treatment, etc. In the hospitality industry, it's called "any day ending in 'Y'". While we strive to ensure every guest has an excellent stay, things can, do, and will go wrong from time to time. We will always do our best to make things right (within reason). In tonight's episode, we discuss a few stories of entitlement that just shouldn't have happened. From the mom who thinks its ok for a 4 year old to run a resort alone to the customer that is unhappy with their auto service and felt brandishing a weapon was the best way to express themselves, entitlement (and bad behavior) is all around us. Welcome to Ellen who is joining Ms. B, Liz and Bill as we discuss these stories and more. We appreciate you joining us and want to remind you to please, take a moment, and click the follow button!