Since the question really focuses on what extra training might be able accomplish, one thing worth noting from my stay at the Westin Regina Puerta Vallarta (12/6-12/8) --

When I checked in I told the desk that I'd be staying until 2pm on my checkout date. I was told checkout was noon. When I pointed out that late checkout was a standard benefit, I was told that they'd check on that and the manager would get back to me. I never heard anything.

Checkout day comes and I realized I never heard back from the hotel, so I called the desk. I was told a manager would call back but none did, so I went to the front desk. After three people and 30 minutes, the manager finally emerged. He said of course I could have a late checkout. But no one else on staff seemed to know this. And it took a whole lot of time to get everyone to realize it.

So the PVR Westin Regina staff could use a bit of education on this basic benefit.

It wasn't denied to me, but there was basic ignorance about it, at least in my case.

[This message has been edited by gleff (edited 03-11-2003).]