<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by robb:
Wow! Fantastic thread, g_leyser, thanks so much!
I'm curious how extensive guest history systems are at both 5* and 4* hotels?
Who has access to the information?
How prominent is the info during various encounters with the staff (Do they have to search for it, or is it on every chambermaid's duty list for the day?)
I ask because of 2 different experiences:
1. Just this week, I reduced my tip on a room service delivery at the New York Hilton when delivery was slow and the server slightly gruff (I think I tipped 10% or so). On my next room service delivery was stamped "May we suggest a traditional 15% gratuity?" I'm curious if I was profiled or just got a server who hustles for his tips.
2. Let's just say that I had a bit of a scene at the Trump International hotel last year in the wee hours of the morning in which the desk staff had to intervene in a dispute with a cab driver. I'm too mortified to return, but I'm curious if I did what kind of account might exist, and who would see it.
Reading these sound horrible, I'm actually not a difficult guest! I usually tip well (including housekeeping - daily), but these two incidents stand out and I'm curious what went on my "permanent record!"</font>
Hi robb-
Guest history systems can be VERY extensive. I can recall lots of details (some of which I posted earlier). At some hotels you can go back through the list of guests as far as 2 years back or even more. Some systems (the good ones) will link a reservation to the person's history and all their previous comments and info. will pop back up. It is the reservationists job to keep or delete the useful or non-applicable info., respectively.
Only certain people should have access to the guest history system: front desk, reservations, concierge, and managers. Regular staff from other depts. should not, and this info. is most certainly not given out unless it is critical. (For example, "guest is handicapped").
1) This is one of the most ridiculously unprofessional things I've ever heard. Was your bill actually stamped with this or was it written on? And it wasn't there the first time? I suppose if it was a stamp they could have it for foreign travelers not familiar with tipping, but I still think this is ridiculous. If the server wrote it on there then he should be dealt with. If it was written on there in response to your 10% tip then this is even more ridiculous. I don't want to start a tipping debate, but if this is how aggressive this hotel is going to be then they should just put an automatic gratuity like many hotel room services do. I doubt this is in your guest history, but it seems like they may have flagged you as a bad tipper in room service. I have never heard of this happening before. I'd be interested to hear more details about this.
2)uhhhhh....I don't even WANT to know what happened. But, if this hotel has a guest history system then I would say it is more than likely that it is noted in your file. If you don't return within about 2 years of this incident, then your record will probably be erased.
Hope that helps. Interesting story.