Do staff at luxury hotels treat guests differently based on room number/type?
Aug 10, 2016, 3:51 pm
#16
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Casinos in general work differently. I would never compare a casino resort to a luxury hotel. These operations revolve around gaming and even more so, these days, nightclubs. To get good service there, one would have to befriend either a casino host or a nightclub host. Then, of course, you are guaranteed royal treatment in those places, just at what price?
Aug 11, 2016, 1:07 am
#17
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We have noticed twice by accident (getting glimpses of the guest lists) that we have been VIP-ed at twodifferent hotels and have definitely felt a difference at those both when it comes to attention from staff, gifts, extra amenities, upgrades, best tables in restaurants etc. One time we had booked a basic room, the other time the "basic" suite (if possible to say that about a suite 
), so I do not think it has to do with room (only).
), so I do not think it has to do with room (only).
Aug 12, 2016, 6:05 pm
#18
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Room/Suite choice/allocation itself doesn't make that much of a difference, though it helps increasing your chances to be included in the pre-shift meetings which will impact your experience. There are many different layers of extra attention/care and amenities, perks, that hotels can make use of, especially so at Four Seasons.
Each hotel (chain) handles things slightly differently, but generally speaking certain guests will be flagged to staff for various reasons (incl. status, booking channel, repeat guest, important corporate client, VIP etc.)
Larger hotel chains also often have a more formalized process and flag guests using different abbreviations, e.g. A2 = mid-tier status, A4 = top tier status, A6 = true VIP)
To add to the original question: While I wouldn't necessarily say that guests are treated differently based on the room/suite booked, it is quite common for guests staying in a specialty suite or villa to be flagged and get better service.
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Aug 12, 2016, 10:50 pm
#20
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yes room numbers sometime mean category
(& many room categories only have 1 room)
rewarding revenue can be separate from service
funny when i saw this thread title i remembered your post >
were one or both of the hotels FS ?
(& many room categories only have 1 room)
rewarding revenue can be separate from service
It was also the case at Mandarin Oriental Bangkok last time we stayed (August 2014). Flower arrangement on the breakfast table was quickly changed to a different bouquet for high end suites guests (I guess it helps staff to identify the tables which were requiring extra attention).
But what do you think about the fact that you get a special silk robe (varying colours according to the accommodation) if you stay in a suite? I always feel slightly self conscious wearing one of these down to the pools. But then, The Oriental has a thing about status, maybe because GM Kurt Wachtveitl is married to a Thai Royal. It is all very proper.
We have noticed twice by accident (getting glimpses of the guest lists) that we have been VIP-ed at two different hotels and have definitely felt a difference at those both when it comes to attention from staff, gifts, extra amenities, upgrades, best tables in restaurants etc. One time we had booked a basic room, the other time the "basic" suite (if possible to say that about a suite ), so I do not think it has to do with room (only).
), so I do not think it has to do with room (only).
Aug 13, 2016, 12:53 am
#21
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One was FS, other was independent (or part of SLH/LHW maybe).
Aug 17, 2016, 1:59 am
#22
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I've had one or two check ins where I got there late at night and nobody was around. When I said my name they checked the room I was in and then scooted me over to the "private check in" to do exactly what they could of done at the first desk I was at.
I would definitely say it makes a difference. It shouldn't but it does. As others say the staff would know the layout of the hotel and would know that you are in a more expensive room. Possibly they might think there is a better chance of tips from someone who has paid $1000 a night rather than $200.
I would definitely say it makes a difference. It shouldn't but it does. As others say the staff would know the layout of the hotel and would know that you are in a more expensive room. Possibly they might think there is a better chance of tips from someone who has paid $1000 a night rather than $200.
Aug 17, 2016, 2:05 am
#23
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I can say that while if you book the presidential suite at a hotel you will be noticed and taken care of by as many people can point you out to the coworkers as possible.
On the other hand if you spend many nights in the same hotel they will do there best to make sure that everybody know who you are and that you are a very important customer. I have had my picture taken at a few hotels that I am at very frequently. They use the picture and post it to all so that they know who I am when I come to their area.
I am greeted by my name and always chatted to for a more homely feel. It was a little unnerving at first to have my picture taken but it really makes you want to come back more and more when everyone is friendly and knows who you are.
On the other hand if you spend many nights in the same hotel they will do there best to make sure that everybody know who you are and that you are a very important customer. I have had my picture taken at a few hotels that I am at very frequently. They use the picture and post it to all so that they know who I am when I come to their area.
I am greeted by my name and always chatted to for a more homely feel. It was a little unnerving at first to have my picture taken but it really makes you want to come back more and more when everyone is friendly and knows who you are.
Aug 17, 2016, 4:41 am
#24
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I agree. But what is even more strange is when they have a conversation with you about things in your life that you never remember talking with them about. It almost feels that they might put some other information about you for them to know and converse about rather then just your photo.
Aug 17, 2016, 4:47 am
#25
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I agree. But what is even more strange is when they have a conversation with you about things in your life that you never remember talking with them about. It almost feels that they might put some other information about you for them to know and converse about rather then just your photo.
A while ago I stayed a hotel where the staff asked me how my activity was which I had booked when staying at another hotel (same chain) - which I found both amusing and mildly irritating.
Aug 17, 2016, 5:18 am
#26
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Indeed, some hotels / chains do create personal files containing all sorts of information ranging from family status, # of children, profession etc. to more obvious things such as preferred drinks, allergies, meals eaten etc.
A while ago I stayed a hotel where the staff asked me how my activity was which I had booked when staying at another hotel (same chain) - which I found both amusing and mildly irritating.
A while ago I stayed a hotel where the staff asked me how my activity was which I had booked when staying at another hotel (same chain) - which I found both amusing and mildly irritating.
This also happens more at international destinations more so then domestically in the USA.
I am a platinum premier with Marriott and a diamond with Hilton. When I have stayed at a new hotel within minutes of my arrival after checkin most of the staff will great me by name as I walk to my hotel room. It is almost like they have a little button to press that alerts all the staff to remember my face while I am checking in.
Aug 23, 2016, 8:05 am
#27
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I've had staff comment on the room that I'm in when they've asked which room we are staying in.
I've had pool staff deal with me differently, as certain rooms offer "upgraded" pool service.
I really prefer when properties don't do this. However, sometimes we need to stay in properties where there is, e.g., too many rooms and not sufficient pool loungers for everyone, and it's nice when the staff take care of this for me based on room category alone.
I've had pool staff deal with me differently, as certain rooms offer "upgraded" pool service.
I really prefer when properties don't do this. However, sometimes we need to stay in properties where there is, e.g., too many rooms and not sufficient pool loungers for everyone, and it's nice when the staff take care of this for me based on room category alone.
Aug 23, 2016, 12:28 pm
#28
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some rooms include dedicated staff, dedicated cabanas, dedicated restaurant tables
when joel robuchon was at FS NY, supposedly penthouse guests had a standing table at the restaurant during their stay, so they could go down at sit at that table at any time, i would imagine many hotels will do this kind of thing on request and usually charge for it
plus residence guests, members, spa guests, dayguests on top of rooms
edit - a standing table, like 24/7 rotating drivers, are pretty different from just 'virtually guaranteed table' and dedicated driver (x hours) etc
although for tables, restaurants will walk/bump reservations of others for certain guests, like hotels and presumably airlines too, with compensation
when joel robuchon was at FS NY, supposedly penthouse guests had a standing table at the restaurant during their stay, so they could go down at sit at that table at any time, i would imagine many hotels will do this kind of thing on request and usually charge for it
plus residence guests, members, spa guests, dayguests on top of rooms
edit - a standing table, like 24/7 rotating drivers, are pretty different from just 'virtually guaranteed table' and dedicated driver (x hours) etc
although for tables, restaurants will walk/bump reservations of others for certain guests, like hotels and presumably airlines too, with compensation
Last edited by Kagehitokiri; Aug 27, 2016 at 4:24 pm
Aug 24, 2016, 9:36 am
#29
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This is true! You were also virtually guaranteed a table if you were staying in any of the top suites, such as Presidential and Royal.