16/25/2008
4:06 pm
Hotel News from Hotelea June 2008
How to Be a Better Hotel Guest
Being a Hotelier with over 20 years of experience, I meet thousands of people, all with varying personalities from complete idiots to just good old plain folk. Here are a few hints to make your stay more pleasurable:
The hotel business has to be one of the most stressful jobs, (just ask any front desk agent) with employees having to take the brunt of personal abuse aimed at them by guests who have had a terrible day of traveling and want to vent their rage and displeasure at the poor hotel agent who is just trying to get them into their room as fast as possible.
Oh sure, we also screw up. We have “unexplained stayovers”, an industry term meaning we overbooked and your room is no longer available, and “unplanned emergencies”, another term meaning something went really bad (like no hot water, phones do not work and that door knob hanging breakfast order we totally forgot about)
For some reason, some guests assume we make far too much money and try and make our life miserable by complaining about everything until they get the “Manager” to either offer a discount, or, have to give them a comp room. We can tell who these guests are the minute they walk in the door, or call for an airport pickup and our staff takes turn being “The Manager” just for the fun of it.
One guest, from one of those “Internet cheapo sites” paying such a low price for their room (hovering around our actual cost) wanted a complimentary room and a free meal because the free internet we offered to our guests was too slow for his use. We sell rooms to these sites because they are either right next to the railroad tracks or the elevator shaft and our lower demand for that night means we would not be able to sell even our worst rooms. Our regular guests are too smart to be put in there. Hint: always look at the hotel room map to see where the front desk puts you before you walk 10 miles to get to the room.
Hint, for the regular traveling public, we are far more likely to offer an upgrade (better room, free breakfasts, coupons or an invitation to the General Manager’s reception) to just good old plain folk that are nice to our staff! Yell or scream, shout profanities, say bad things about our ancestors or throw things at the front desk agent and you can kiss those upgrades goodbye!
We have guests who drink all the bottles of vodka in the mini-bar and then fill them up with tap water and of course, everyone believes that the towels, face cloths, the duvet on the bed and that cute coffee maker are all free samples that you are legally allowed to cram into your suitcases and sneak out the back door.
Simple complimentary upgrades are easy to ask for, including, corner rooms, suite upgrades, additional breakfast coupons and are more easily obtainable if the hotel’s occupancy is fairly low (Hint: ask how busy they are that evening). I have put couples into a $1000 a night Presidential suite at less than $100 per night just because they were “just such a nice couple”.
Ask if the hotel offers a discount in their dining room (often up to 50%). Many front desk agents forget to mention this when they are really busy.
Be nice, stay nice!