topic Re: A Hotel Rant in Community Chat

A Hotel Rant

MamaWick — Thu, 15 Sep 2022 22:48:27 GMT

For about the last 3 years, we have stayed at the same hotel in in Missouri and have a favorite 2-room suite. The last 2 times we stayed, we requested this suite when booking the stay directly with the hotel's booking site. Those last 2 times, we didn't get our 3rd floor suite because there was already someone checked into it. So for this stay, not only did we request the 3rd floor suite as usual in the notes, but on Monday, I called the hotel directly to confirm 3rd floor and was assured it would happen.

Checked in today and...yep someone was checked into the 3rd floor suite. We may just give up on this place in the future. They offered to move us tomorrow when it becomes available, but we are here for 5 nights and want to unpack.

Grrrrrrrr

Re: A Hotel Rant

Bhvbum — Thu, 15 Sep 2022 23:02:05 GMT

First they should not have made a commitment they couldn't keep. That said hotels don't want to commit a specific room, because it might have to stay empty for a few days until your arrival, when they could have rented it to someone else. In other words they lose money doing that.

Someone arriving earlier must've requested a two room suite, that was the only one that was available and they did not want to tell them no and lose the booking.

I don't know of any hotel that would make that commitment unless it was a room that was seldom requested and they had a gazillion others empty.

Re: A Hotel Rant

kaydee50 — Thu, 15 Sep 2022 23:23:29 GMT

It has been our experience with the many hotels we've stayed in over the years, that requests for certain rooms can be made but the hotel is under no obligation to honor them.

Re: A Hotel Rant

Mz iMac — Thu, 15 Sep 2022 23:24:59 GMT

@MamaWick That usually happens when there is a change in owners and/or management. Is this what happened?

When I stay in a particular hotel (7 nights) in one of the shore communities I also request the same room each time. However, in order to get the same requested room each time, I must give them a "deposit" that very day to save the room. I've always dealt directly w/the hotel instead of their website.

Only once did I have an issue. We arrived at check in-1:00p. The occupants of my requested room had a late checkout (3:00p) which the office staff did not tell me. Luckily, we were "at the shore" so we were able to check our bags, go on the "boardwalk" to get something to eat. Otherwise, I would have pitched a boogie.

At checkout (room was already paid in full) the manager handed me 15% off the full amount in cash for the inconvenience. I thought that was nice of them since I didn't pitch a boogie. Glad I didn't.

Re: A Hotel Rant

BlueFinch — Thu, 15 Sep 2022 23:33:56 GMT

I can see them trying to keep rooms filled for fear of booking someone who doesn't show up. It's about the dollar. But, it's not a good business practice that could get bad reviews.

If they have guests who have returned for years, you'd think they would extend a special courtesy to try to accommodate them. If they can't do this, they should never confirm a booking, that leaves travelers faced with a last minute change of plans.

I'd be upset, too. Hope the rest of your vacation goes splendidly.

Re: A Hotel Rant

hckynutjohn — Thu, 15 Sep 2022 23:37:45 GMT

Hi there @MamaWick

I will only say this! You gave them 1 more chance than I would. Makes no difference to me how well I like any type of business.

Like I feel about most people, only 1 second chance, and they lost me.

Hope you and PapaWick still enjoyed your trip. 🦌

hckynut

Re: A Hotel Rant

granddi — Fri, 16 Sep 2022 00:06:48 GMT

I have found that if I want a specific room or room type I have better luck if I call the hotel direct. I know you said you spoke to them and had it arranged. I have rarely gotten special requests by on line reservations.

Re: A Hotel Rant

new nickname 4 — Fri, 16 Sep 2022 00:32:29 GMT

@MamaWick , that's unfortunate, however, if there are several people involved in booking rooms, that is how this happened. My favorite hotel in a town that I visit is on the ground floor, pool side. I always call, not book online.the hotel, and also tell them why I want the certain location, in my case because the hotel doesn't have an elevator, and I can't easily walk stairs with a suitcase.

Since you are asking for a 2 room suite, they are probably limited more than a single standard room.

Don't give up if that is where you want to stay, but when you book, call instead of online and insist this is what you need because.....(fill in the blanks). I bet you will get what you ask. Oh and, I would certainly move tomorrow, repacking a suitcase for the other 4 days would be worth it for me.

Anyway, enjoy your stay, Missouri is a lovely state. Are the leaves turning at all?

Re: A Hotel Rant

GenXmuse — Fri, 16 Sep 2022 00:30:21 GMT

I would be extremely disappointed too. Maybe you can speak to the GM? A returning customer is valuable.

Re: A Hotel Rant

spumoni99 — Fri, 16 Sep 2022 00:31:46 GMT

@Mz iMac wrote:
@MamaWick That usually happens when there is a change in owners and/or management. Is this what happened?

When I stay in a particular hotel (7 nights) in one of the shore communities I also request the same room each time. However, in order to get the same requested room each time, I must give them a "deposit" that very day to save the room. I've always dealt directly w/the hotel instead of their website.

Only once did I have an issue. We arrived at check in-1:00p. The occupants of my requested room had a late checkout (3:00p) which the office staff did not tell me. Luckily, we were "at the shore" so we were able to check our bags, go on the "boardwalk" to get something to eat. Otherwise, I would have pitched a boogie.
At checkout (room was already paid in full) the manager handed me 15% off the full amount in cash for the inconvenience. I thought that was nice of them since I didn't pitch a boogie. Glad I didn't.

Its been a while since I have traveled and stayed in a hotel but don't they usually not allow you to check in until 4? I think a 1pm check in is very early.

Re: A Hotel Rant

Tori3569 — Fri, 16 Sep 2022 00:52:05 GMT

There may have been a late checkout booked, which can be done and paid for online. I have also found when booking hotel meeting rooms online, that the communication from the website to the actual property doesn't always go through with notes.

As for me, I'd be ok with moving the next day, but that's just me. I'm pretty easy going with people in the service industry because I'm in it too and understand mistakes happening. Unfortunately the travel and hospitality industry had been severely impacted and who knows how many new people have been hired.
I hope you enjoy your trip!

Re: A Hotel Rant

Somertime — Fri, 16 Sep 2022 01:16:58 GMT

@MamaWick I would suggest you call the hotel directly and speak with the front desk manger because you have a specific request you want honored that is the only way you will get what you request. Mention as well that you are a repeat guest and have been for the last 3 years. So any special requirement you have when booking a hotel do not use ANY online booking and expect your request to be honored, only direct communication works. Make sure when you receive your confirmation it contains the room number you have requested since you wish to have a specific room.

Re: A Hotel Rant

Mz iMac — Fri, 16 Sep 2022 01:30:30 GMT

@spumoni99 At this particular hotel, check in is 1:00p-4:00. If you arrive AFTER 4:00 you are SOL unless you call to tell them you will be late. Then they extend your room reservation till 6op.

Maybe because it's in a "shore" community & rooms are sold out from May-Oct. Check out is 12:00p.

I always make my reservation during "hotel/motel spruce up time" which is during March-April in shore towns.

Re: A Hotel Rant

kate2357 — Fri, 16 Sep 2022 01:47:35 GMT

I have had two experiences with this sort of thing. In one case they required us to pay one night in advance, nonrefundable, to get a specific room. In the other instance they said they would try their best to accommodate our request, but could not guarantee a specific room would be available.

But if I had been promised a specific room only to arrive and not get that room, I would be steamed. Happens a 2nd time? Oh, I am sure I would go on a " full Karen" rant and embarrass myself and never go back, ever. Also would have left a less than great TripAdvisor review before I even left the parking lot.

Re: A Hotel Rant

chrystaltree — Fri, 16 Sep 2022 01:52:13 GMT

Something similar happened to us. We requested the 2nd floor suite with a accessible bathroom in the master bedroom. We had to settle for a third floor and neither bathroom was accessible. With my fatigue and knee issues, I couldn't go out as much as I wanted to. The thing is, hotels are not legally required to honor room selections.

Re: A Hotel Rant

Trailrun23 — Fri, 16 Sep 2022 02:30:35 GMT

The same thing has happened to us on more than one occasion and at more than one hotel. There is a tiny disclaimer on the sites that says that special requests aren't guaranteed. DH is disabled and we must have a first floor room. Last spring we had booked a room in Nashville and as I always do, requested a first floor room. We don't require a handicapped room that meets ADA requirements, just a first floor room. The reservation indicated we would have one. When we arrived, we were told sorry, no first floor rooms available, the clerk shrugs, and then asks for my credit card. I had printed out the reservation and showed it to the clerk. No response. It was late so we had to take a third floor room and it required a lot of energy from DH which he did not have at that time. I ripped them on their website.

Re: A Hotel Rant

sweetee2 — Fri, 16 Sep 2022 03:38:46 GMT

I have always made reservations ahead of time when we travel some a year in advance. I've notice though during and since Covid though they always tell me they can't guarantee the room I ask for.

One hotel we've been going to for our family vacation for over 20 years said the same thing. Needless to say I was pretty miffed. I told them we had been reserving those same rooms for 20 years. Didn't matter. Luckily we got our rooms.

I don't understand why or what the big deal is now.

Re: A Hotel Rant

Cakers3 — Fri, 16 Sep 2022 04:06:13 GMT

Sometimes reservations get mixed up.

It can be frustrating but it is not going to ruin the whole vacation .

Ending up with the wrong room is not the same as not having a room available at all.

Personally I wouldn't pull the "repeat customer" card-sometimes you just have to accept a person made a mistake (and online bookings can be iffy at best). I think it is kind of (I'll get creamed for this one) Karen-ish.

The manager or GM or whoever still cannot pull the other guests out of the room so one might get a night comp or a discount but one still has to accept the situation. Certainly bring it up but let the issue of being a repeat customer go.

Life will go on.

Re: A Hotel Rant

RollTide2008 — Fri, 16 Sep 2022 10:39:19 GMT

I’ve been in the hotel business for 28 years. Claiming to be a repeat customer who stays once a year for three years doesn’t have any clout.

Assigning rooms is called blocking the house. It’s far more complex than you might expect. I currently have 15 properties. All of them are running at least 85% occupancy and dealing with staffing shortages and supply chain issues. We’re all doing the best we can.

Re: A Hotel Rant

MamaWick — Fri, 16 Sep 2022 13:37:07 GMT

All...I understand there are no guarantees.

Want to clear up a few things. This is not the first time it has happened, but the third. Our repeat business is not once a year, but several times a year. Missouri is where we were born and raised, living here until 2005, so we are frequent visitors. I did call the hotel directly earlier this week.

On check in, they said they did see my note made at the time of the original booking through their site (not Priceline, etc). Check-in is after 3pm and we checked in at 3:20 Central Time.

Now, for my latest gripe. I love oatmeal and they have instant packages which are fine. But, there was no water (hot or cold) available for this and no microwave to heat it. The attendant took it back into the kitchen to do it. Interesting.

Finally, we are not going to move to the requested room. We are all unpacked for our 5 nights. I let them know so they don't have to rush turning over the room.