When they said guests what they really meant is the enemy. That's what we are to many companies now.
The worst treatment as a customer I have ever experienced was with a Canadian telecommunications company. I won't name them, beyond saying that they should change their name to "Hell Canada". After a year or two of random price increases for internet services (10% increases twice per year, if I recall correctly), I decided to move to a different company. Once I could finally get through to customer "service", it was extremely difficult to get them to agree that I could cancel my account. After overcoming this formidable obstacle, when I then informed that I wished to take my landline telephone number with me (as is a legal right in Canada), they tried to deny me this. At this point, I had become rather annoyed(!) and so took my case to the Canadian Radio-television and Telecommunications Commission (CRTC). As it was obvious that I would "win", I thought that the Hell Canada arseholes would simply acknowledge this and agree to port my number. But no, they fought every step of the way. I was of course allowed by the CRTC to port my number after a long series of submissions, rebuttals, etc., but I just don't understand why the company would fight so hard and seemingly intentionally upset me so much, completely alienating me in the process. As a result, I will not knowingly become a customer of theirs ever again in the future. And, equally, I am quite vocal with my views of the company with friends and relatives, so the company is getting bad word-of-mouth reviews.
However, the new company I am with (Teksavvy) is really pleasant to deal with as a customer. Reliable service, good pricing and clear policies/approaches on pricing, real human customer service agents who can be contacted within minutes. So they are not all bad!