A TikTok video posted by Anissa has sparked conversation online after she documented a tense exchange with a front desk host at Premier Inn in Concord, California — drawing over 57,000 views and a wave of support from fellow travellers.

Anissa and her two younger sisters had booked a two-night stay at the hotel for a local event, relying on positive reviews from Booking.com. But upon entering their room, they were met with a strong odour, stained sheets, non-functional lights and outlets, and a broken fridge. The sisters immediately contacted the front desk to request a refund and headed to the office to speak in person.

According to Anissa, the host appeared visibly upset and accused them of “complaining about everything.” The situation escalated when the host allegedly made disrespectful comments referencing a gang in the sisters’ hometown — information she had access to via their IDs. Anissa claims the host said she had taken photos of their identification and, when shown that she was being recorded, responded with two middle fingers.

My sisters & I were visiting Concord, California for an event in that city and chose to stay at Premier Inns because on Booking.com it showed nothing but good reviews. We get to the hotel and check in, upon arriving to the hotel room there was a bad odor, multiple stains on the sheets, and some lights/outlets were not functional. Also, the fridge was not working. Right away we call the front desk and tell her we cannot stay here and what the steps are to get a refund on our stay. We head to the front office and we can already see that she’s upset with us for some reason. I asked why she is so upset and she claims because we were “complaining” about everything. I told her that we will call Booking.com and request the full refund for 2 days. She gets more upset then continues to say disrespectful things about a gang that resides in our city. She only knew where we are from because she had copies of our IDs and said that she took pictures of them on our phone. Also, she said things about a gang in our hometown when not once did we say anything about gangs/the city were from. She then proceeded to do 2 middle fingers to us when I show her that we were recording her. Not professional whatsoever. Before we just decided to leave and deal with her manager later, she claimed we were there because we “have nothing better to do”.