Occupied room - security issue!
Nov 13, 2014, 8:18 pm
#32
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Had it the other way, with another guest being given keys to my room and walking right in. Mentioned to manager and was given points equivalent to a comped 2-night stay.
One would think, though, that there would be some sort of fail-safe in the IT system against this, given that the cards are coded by a computer and all...like a big red "OCCUPIED" box popping up that the front desk agent would have to be either malicious or firably moronic to override...
One would think, though, that there would be some sort of fail-safe in the IT system against this, given that the cards are coded by a computer and all...like a big red "OCCUPIED" box popping up that the front desk agent would have to be either malicious or firably moronic to override...
Nov 13, 2014, 10:38 pm
#33
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Nov 13, 2014, 10:42 pm
#34
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Nov 13, 2014, 10:48 pm
#35
Join Date: Aug 2008
Location: MCO
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Nov 13, 2014, 10:53 pm
#36
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Nov 13, 2014, 11:03 pm
#37
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Nov 14, 2014, 2:33 am
#38
Join Date: Jun 2013
Location: norwich, uk
Programs: hhonors diamond
Posts: 5,399
Happened to me about 4 years ago at Hilton brighton metropole......checked in given room card......proceeded to room and started getting undressed to go for sauna.....at that point a couple walked in on me saying they had just checked in too......we all went to reception and complained.....I was upgraded to a j.suite......dunno what happened to them.....I had no hhonors status at the time.
Nov 14, 2014, 4:54 am
#39
Join Date: Feb 2003
Location: CT USA
Posts: 2,577
I was given an unoccupied room once. I mean no furniture, TV, nothing does that count? 
I am not surprised about some people invoking. It would really depend on how the place had treated me at checkin and how they handled the incident. There was a Hampton I used to stay at near SFO that didn't have good customer service I would have went guarantee on them in a heartbeat.
I am not surprised about some people invoking. It would really depend on how the place had treated me at checkin and how they handled the incident. There was a Hampton I used to stay at near SFO that didn't have good customer service I would have went guarantee on them in a heartbeat.
Nov 14, 2014, 9:25 am
#40
Join Date: May 2002
Location: Moreland Hills (CLE)
Programs: Over-entitled UA 1.3MM Gold, AA Gold, Hilton Diamond, Marriott L-T Plat, Hertz PC
Posts: 5,521
Twice in my travels I have walked into an occupied room.
(Marriott in La Jolla, CA and a Hampton Inn at SFO.)
I always knock before entering a hotel room, for the first time.
(Marriott in La Jolla, CA and a Hampton Inn at SFO.)
I always knock before entering a hotel room, for the first time.
Nov 14, 2014, 12:05 pm
#41
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Join Date: Jul 2001
Location: Phoenix, AZ
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Honestly, it was the best recovery ever!! On a points stay, I had a free dinner worth ($30) and a $10 gift card.
Nov 15, 2014, 5:31 am
#42
Join Date: Jun 2005
Location: DTW/FNT
Programs: Delta (nee NW), Hilton Diamond. IHG (PT)
Posts: 4,823
I've had it happen too -- full Hilton in Fort Worth -- we were in the room and a guy opened the door thinking it was his -- he left , 15 minutes later I went down to the desk and said now you can change my keys too...
should have asked for more !
Bob H
should have asked for more !
Bob H
Nov 15, 2014, 9:20 am
#43
Join Date: Apr 2000
Location: Chicago Illinois
Programs: 1MM UA
Posts: 1,753
Originally Posted by cblaisd
...a good manager would comp the room immediately without being asked.
arrive at a Hampton Inn with my daughter about 10 p.m. after a Cubs game in St. Louis and we're given a key that doesn't work. So we go back to the desk and he changes rooms. We go to the second room and go in and there is a very angry customer getting out of the shower. We go back and after a bit of wait, finally get a third room but it only has one bed. We finally get a cot.
We tell the guy at the desk that this wasn't going to ruin our day because the Cubs had won.
We check out in the morning with the manager on duty and he says he heard what happened and invokes the 100% satisfaction guarantee and comps the room. I said I wanted to pay something, because this stay was needed for a lucrative promotion that HHonors was having at the time which had a stay requirement; I forget the details. He said that he would be able to take care of that. It took almost a year and several phone calls, but we eventually got all the points.
Nov 15, 2014, 12:12 pm
#44
Join Date: Jul 2012
Posts: 233
One would think, though, that there would be some sort of fail-safe in the IT system against this, given that the cards are coded by a computer and all...like a big red "OCCUPIED" box popping up that the front desk agent would have to be either malicious or firably moronic to override...
Depends on the property.
Many hotels won't have a key encoder that is tied into the reservation system. However, those still will give a warning that the room is occupied with a previous made key that is still active. This warning would be for any key made for a room that the guest is departing that day. Clerks could easily ignore this without double checking (just hit enter/ok) and you're good to continue to make a key.
Nov 15, 2014, 1:49 pm
#45
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Location: DEN
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Just happened to me this past Wednesday night at the Hilton Post Oak in Houston. Turned right around and got the hell out of there. I was not happy because in that town you never know who's packin'...