Originally Posted by
kimslie
Given that his resv was prepaid the hotel wouldn't have any lost revenue concerns re: a no-show, so neither he nor I can figure out why they wouldn't tell the extending guests "we'd love to have you stay but unfortunately your room is booked tonight, so we'd need to move you to a non-smoking room". Seems easy enough to me.
The reason why they don't move the extending guest is that they have to have housekeeping do a check-out cleaning, which is substantially more involved than their normal daily cleaning.
I agree with you that on a prepaid reservation, you should get the room type you reserved and paid for. If the hotel does not do this, they should do something to make it up to you. Usually the easiest thing for them to do for a business customer on an expense account is to upgrade you or give points. I would ask them which of these two ways to satisfy him they would prefer.
A few years ago, I had a Priceline stay booked at the SeaTac Hilton. They walked me, despite the fact that I had a prepaid room. I complained to Priceline, and they gave me a full refund (which I'm sure they got back from the hotel).