Onedog,

Good points, and desk clerks who are indifferent or too lazy to check don't belong in a customer service industry. But they certainly exist. I think the key is courteous behavior on the part of both parties.

Two nights ago I had an elite member check in after 10 pm and didn't like the room. Wanted to know why we didn't "save" our best rooms for elite members (we were at 100% that night). I still had two checkins outstanding so I transferred him to another and he didn't like that one either. Going to call corporate, complain to the program people, blah, blah, blah...I would have built the guy a suite if he had just shut up. I'm pretty thick skinned so it didn't bother me, but some of the younger desk clerks let people like that get to them.

There are times when I'm really tempted to downgrade people (elite or not) because of their behavior. Soemtimes it's a warm feeling to know that I have that smaller room right next to the elevator and vending/ice machines in my pocket.....