Tomsky says he quickly started to use a series of strategies to deal with touchy customers. "I learned mind control, how to persuade guests they want something other than what they booked," he wrote. "You demand a king bed? But are you sure you don't want double beds (BARTER)? I only offer because double-bed rooms are larger, more square footage (LIE), and you can use the second bed to spread out your clothes (FINESSE) or use it to relax on and still have a fresh bed to craw into (CONVINCE). I'm glad I have a double-bed room for you too, sir (SMILE). It was absolutely my pleasure (LIE AGAIN). Enjoy your stay (SMILE AGAIN)."