Originally Posted by
wms02a
I am a Plt member and arrived Thursday evening to the CY in Lufkin, TX and was informed my reservation was cancelled the previous day and was also informed the property was overbooked. I told them that this is not true and the Desk Agent went into the back room to talk to someone. Minutes later she was able to check me in and said that they would have to bump someone else.
I checked with my travel agent the enxt day she had no record of my reservation being touched and told me she had heard of other people having the same issue with other properties in the past when properties are overbooked. My concern is that either:
- I was lied to since they were overbooked even though as Plt Member I am guarunteed a room if booked 24+ hours
- Is it that easy to mess around with someone's reservation?
Just curious if this is common practice by Marriott or the industry. Thanks
Remember I'm on the other side of the table here but TA's like to do that (blame others for mistakes)...not saying the hotel couldn't have done that, they absolutely could have BUT if you'd like to be sure you could ask the hotel (or contact guest services) to see who actually DID cancel the reservation, MARSHA tracks all changes and who made them - if the TA did it in the GDS it would still show this (right down to the terminal they did it on), if the hotel did it would tell which individual did it...but to answer your question no it's not common practice but I have had a number of occasions where I've given guests printouts showing the TA made the mistake so they could follow up with them