Reflection on interpersonal communication problem

I recently encountered an interpersonal communication problem during one of my shift at Five Stones Hostel as a guest relation officer. My job scope is pretty similar to a front office agent in any hotel where I would need to check-in and out guest, handle enquiries and even email that comes in daily. Guest are usually backpackers or families and friends that are looking for a cheaper alternative. Comparing the services provided by a hotel, it is definitely different. But, guest generally doesn't expect much from a backpacker hostel. However,  sometimes, we do meet a problematic guest that brought us to some trouble.

The incident happened when I was on night shift with one of my colleagues. A French man, who is not that fluent in English walked into our hostel and ask for a room to stay for the night. As the hostel was running almost full occupancy, our private rooms are all fully booked and there was only a single bed left in the dorm room. I politely explained to him that he would need to share the room with other 9 guests and he just nodded.  He then paid for the bed and I showed him the way up to his room. 

We took the lift and went up to level three. Before reaching his room, he saw the toilets and commented asking why would people throw their towels on the floor. I tried to explain that the towel looking rug was just a floor mat but he stopped me by saying: "Do not try to teach me anything!" I was really taken aback by his words but I continue to do my duties by guiding him to his room. 

When we entered the room, he was shocked and he shouted at me asking me if he was staying with a bunch of uneducated monkeys who place their belongings all over the beds. Honestly, it is really a common sight in a hostel. He then stomped out of the room and demanded a full refund. I led him down to the check-in counter at level one and tried explaining to him that hostels are usually like that due to its smaller room size comparing to a hotel. I also told him that it is not possible to do any refund due to our 48 hours cancellation policy. This time, he banged the table top and shouted at me and my colleagues. My partner got so angry and she just refunded him by throwing back the notes on the table. 

After the incident, I felt a little apologetic about the whole situation.  I am pretty sure he would not never return to stay with us anymore. Perhaps the situation would not have happened if I have explained to him slowly and carefully what exactly a hostel is to lower his expectations. Knowing that he is not really fluent in English, I should have been more careful and patience when I talked to him. This incident was really an eye opener and it has taught me the importance of communication, whether it being verbal or non-verbal, any slight misunderstanding could result in a huge problem.

Were my actions and words appropriate? How should I react when he was rude? Also, how can I avoid such situation in the future? 

(Revised, 3 March 2017)