A popular slogan in the hospitality industry is “the customer is always right”; however, this may not be true in all situations. “Certain extreme behaviors are unacceptable in any hospitality setting” (Ford, Sturman, & Heaton, 2012, p. 284). I selected two news reports from the Orlando Sentinel to illustrate certain situations that may lead to firing a guest. The first article reported on an underage drinker being banned from Universal Orlando Halloween Horror Nights. A father enjoying Halloween Horror Nights with his family bought an alcoholic “Jell-O shot” and allowed his 17-year-old daughter to have a taste. The entire family was immediately greeted by security and ushered out of the park (Powers, 2008, p. 1). In this situation,
