A Hotel Rant

MamaWick · ‎03-09-2010

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

My religion is very simple. My religion is kindness ~ Dalai Lama XIV

When the power of love overcomes the love of power, the world will know peace ~ Jimi Hendrix

Bhvbum · ‎07-18-2010

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.

kaydee50 · ‎02-07-2011

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.

Mz iMac · ‎07-26-2014

@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.

"Never argue with a fool. Onlookers may not be able to tell the difference."

BlueFinch · ‎08-31-2019

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.

hckynutjohn · ‎06-15-2015

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

hckynut(john)

granddi · ‎03-16-2010

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.

new nickname 4 · ‎05-21-2018

@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?

GenXmuse · ‎05-15-2016

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

spumoni99 · ‎02-16-2019

@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.