Consolidated "Getting Walked (or denied a room) - Experiences & Questions" thread
Apr 7, 2009, 5:56 pm
#301
Join Date: Aug 2008
Location: MCO
Programs: DL-DM/1MM, HILTON-DIA, .HYATT-DIA/GLOB , IHG-PLT,HERTZ 5*, NATIONAL ES
Posts: 8,691
I'm in the hotel industry, and when a guest is walked (btw the reservation has to be guaranteed with a valid credit card) we pay for the room and tax at the other hotel, a long distance phone call up to $10, and transportation to the other hotel. If your stay was longer than one night, we bring you back to our hotel and then try to put you in an upgraded room. For elites, we have to give them a cash "reward" for the walk (you have to get this before you leave for the other hotel). Our policy is to not have to walk elites because of the cost involved, but if most of the arrivals are elites anyway, it's first come, first served. We also try to solicit volunteers beforehand. Lots of extra bonus points are offered as an inticement to accept a walk since most business travellers aren't paying for their room to begin with. And even though we try to put you into a comparable (or better) hotel, we can only work with what's available out there. So don't always expect the best.
I have had to walk many a traveler in my years in operations. As stated, elites are rarely walked, but then it is first come, first served.
Apr 15, 2009, 3:44 am
#302
Join Date: May 2006
Posts: 2,324
The last time I was walked, early in the century, was:
In DC, on a biz/sightseeing trip, around midnight checking in, reserved room wasn't available. Wasn't an elite at the time. Free cab ride to Watergate Hotel, with a beautiful suite: dining table, living room, powder, everything. Fabulous bed. I recall the value being around $1400, suitable for the diplomat crowd. Stayed in the room until check-out time.
In DC, on a biz/sightseeing trip, around midnight checking in, reserved room wasn't available. Wasn't an elite at the time. Free cab ride to Watergate Hotel, with a beautiful suite: dining table, living room, powder, everything. Fabulous bed. I recall the value being around $1400, suitable for the diplomat crowd. Stayed in the room until check-out time.
Apr 21, 2009, 9:56 am
#303
Join Date: Aug 2003
Location: alpharetta, ga, usa
Posts: 67
When I was walked by a Hampton Inn, I refused to leave the hotel because they were going to put me up elsewhere in a smoking room. I was a diamond and extremely upset. The clerk reached into his cash drawer, pulled out 2 crisp $100 bills and asked me to leave! This hadn't been offered originally, but is apparently available if one protests enough.
Apr 21, 2009, 10:53 am
#304
Join Date: Jan 2004
Location: Scottsdale, AZ
Programs: AA EXP, SPG Plat
Posts: 1,472
I worked at a hotel briefly while I was in school and I used to be the guy that walked you. We would not charge the guest for the booking would pay for their room at the new hotel, buy them breakfast, and pay for two telephone calls (this was before widespread use of mobile phones).
I hated this part about the job and we would typically pre-block rooms for all frequent guest members. The highest tier were never walked period. We usually ended up having to walk someone if they aggressively overbooked, but more likely when a room became "out of order" and that guest had to move to a different room.
If we were really overbooked I would pre-emptively walk some people midway through the evening, or offer up the possibility of walking someone because the guy that gets in at 2AM was often intoxicated and no fun to walk. I always tried to walk them to a nicer property, but if your hotel is sold out then it is likely the others are sold out as well.
I hated this part about the job and we would typically pre-block rooms for all frequent guest members. The highest tier were never walked period. We usually ended up having to walk someone if they aggressively overbooked, but more likely when a room became "out of order" and that guest had to move to a different room.
If we were really overbooked I would pre-emptively walk some people midway through the evening, or offer up the possibility of walking someone because the guy that gets in at 2AM was often intoxicated and no fun to walk. I always tried to walk them to a nicer property, but if your hotel is sold out then it is likely the others are sold out as well.
Apr 21, 2009, 1:00 pm
#305
FlyerTalk Evangelist
Join Date: Feb 2003
Location: Denver, CO, USA
Programs: Sometimes known as [ARG:6 UNDEFINED]
Posts: 26,913
I think this goes back to early innkeeper days when you were probably physically escorted to another inn or lodge. Not sure though.
omegadeal pretty much sums up the walking experience from the hotel front desk point of view. Keep in mind, a hotel's goal in the short term is to fill every room every night. An unsold room is revenue that goes "poof" and that "inventory" is "destroyed" on a nightly basis - unlike selling trinkets or cans of peaches, which can sit "on the shelf" for days or weeks until they're sold.
That's why hotels tend to overbook a bit when they can - just like the airlines do. They hate to lose a chance to gain revenue on every single bit of daily inventory.
In the business, hotels feel great when they can achieve a "perfect sell" every night - that is, not a single room left empty unless it's out of order. In my day, "perfect sell" credit was also given for selling out with a single walked guest.
omegadeal pretty much sums up the walking experience from the hotel front desk point of view. Keep in mind, a hotel's goal in the short term is to fill every room every night. An unsold room is revenue that goes "poof" and that "inventory" is "destroyed" on a nightly basis - unlike selling trinkets or cans of peaches, which can sit "on the shelf" for days or weeks until they're sold.
That's why hotels tend to overbook a bit when they can - just like the airlines do. They hate to lose a chance to gain revenue on every single bit of daily inventory.
In the business, hotels feel great when they can achieve a "perfect sell" every night - that is, not a single room left empty unless it's out of order. In my day, "perfect sell" credit was also given for selling out with a single walked guest.
Apr 21, 2009, 5:32 pm
#306
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,424
I think this goes back to early innkeeper days when you were probably physically escorted to another inn or lodge. Not sure though.
omegadeal pretty much sums up the walking experience from the hotel front desk point of view. Keep in mind, a hotel's goal in the short term is to fill every room every night. An unsold room is revenue that goes "poof" and that "inventory" is "destroyed" on a nightly basis - unlike selling trinkets or cans of peaches, which can sit "on the shelf" for days or weeks until they're sold.
That's why hotels tend to overbook a bit when they can - just like the airlines do. They hate to lose a chance to gain revenue on every single bit of daily inventory.
In the business, hotels feel great when they can achieve a "perfect sell" every night - that is, not a single room left empty unless it's out of order. In my day, "perfect sell" credit was also given for selling out with a single walked guest.
omegadeal pretty much sums up the walking experience from the hotel front desk point of view. Keep in mind, a hotel's goal in the short term is to fill every room every night. An unsold room is revenue that goes "poof" and that "inventory" is "destroyed" on a nightly basis - unlike selling trinkets or cans of peaches, which can sit "on the shelf" for days or weeks until they're sold.
That's why hotels tend to overbook a bit when they can - just like the airlines do. They hate to lose a chance to gain revenue on every single bit of daily inventory.
In the business, hotels feel great when they can achieve a "perfect sell" every night - that is, not a single room left empty unless it's out of order. In my day, "perfect sell" credit was also given for selling out with a single walked guest.
Dec 11, 2009, 9:32 am
#307
Join Date: Nov 2009
Programs: UA 1K, HH Diamond, SPG Plat, BW Diamond, HG Platinum
Posts: 138
Walked from NYC HI
Diamond with 120+ nights in 2009, walked from a Manhatton Hampton at ~11pm with staff citing computer problems. Initially comp'ed cookies and sent to a Holiday Inn at their expense for 1 night of my three night reservation.
Additionally, being walked seemed to cause a billing issue. Hotel bill charged for 2 nights at nearly double the rate I booked at, as I believe the desk cancelled my three day stay and rebooked a 2 night stay at the prevailing rate.
Clerk was able to fix the billing issue, and the manager was unaware of a Hilton policy to compensate walked Diamonds, though he promised to contact Hilton and get back to me. Given an unsatisfactory response, I plan to follow up with the Diamond desk.
Additionally, being walked seemed to cause a billing issue. Hotel bill charged for 2 nights at nearly double the rate I booked at, as I believe the desk cancelled my three day stay and rebooked a 2 night stay at the prevailing rate.
Clerk was able to fix the billing issue, and the manager was unaware of a Hilton policy to compensate walked Diamonds, though he promised to contact Hilton and get back to me. Given an unsatisfactory response, I plan to follow up with the Diamond desk.
Dec 11, 2009, 2:10 pm
#308
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,199
Diamonds are to get $100
in cash, currency, banknote(s) -- before leaving the property in addition to cab fare, etc.
Dec 12, 2009, 9:56 am
#309
Join Date: Jun 2004
Posts: 1,556
My only experience was at Hilton Lyon (France) a few weeks ago. Arrived at 10pm, told there are no rooms as some other guests refused to check out. Walked to a much poorer hotel where I had to pay for the room the prevailing rate for that hotel, which was much higher than my corporate rate for Hilton.. Argued with manager at Hilton, he said they don't comp for walked customers. Also got no Hilton points or bennies.
Wrote to Hotel to complain - no response. Wrote to Hhonors, who told me the hotel will respond - no response after 3 reminders. Wrote to corporate who asked hotel to respond, but they ignored them too.
Eventually they told me they would send me a BMG certificate as the hotel refuses to respond or compensate.
Very disappointed, as this is a hotel I have stayed in many times and normally treat me excellently.
Wrote to Hotel to complain - no response. Wrote to Hhonors, who told me the hotel will respond - no response after 3 reminders. Wrote to corporate who asked hotel to respond, but they ignored them too.
Eventually they told me they would send me a BMG certificate as the hotel refuses to respond or compensate.
Very disappointed, as this is a hotel I have stayed in many times and normally treat me excellently.
Dec 12, 2009, 10:14 am
#310
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
Programs: Delta - Silver; UA - Silver; HHonors - Diamond; IHG - Spire Ambassador; Marriott Bonvoy - Titanium
Posts: 14,199
What really shocks me is that Hilton HQ can't manage to get a response out of the manager - if they can't get access to him, who the heck can???
Dec 12, 2009, 11:55 am
#311
Join Date: Jun 2004
Posts: 1,556
What I was most surprised about was that
i) They would choose to walk a Diamond, who has had over 20 stays at that property over the past couple of years
ii) They wouldn't pay for the stay in the other hotel.
Also as you say, I don't understand why they didn't respond to any inquiries. Maybe they are hiding something.
Dec 12, 2009, 1:25 pm
#312
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
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It seems they decided that admitting to nothing, and hoping the situation will go away, was the way to go.
Dec 12, 2009, 7:35 pm
#313
FlyerTalk Evangelist
Join Date: Aug 2005
Location: BOS/EAP
Programs: UA 1K, MR LTT, HH Dia, Amex Plat
Posts: 32,499
They claimed that French law does not allow them to throw guests out if they want to extend their stay. I don't buy that - I think they were willing to pay more than my corporate rate...
What I was most surprised about was that
i) They would choose to walk a Diamond, who has had over 20 stays at that property over the past couple of years
ii) They wouldn't pay for the stay in the other hotel.
Also as you say, I don't understand why they didn't respond to any inquiries. Maybe they are hiding something.
What I was most surprised about was that
i) They would choose to walk a Diamond, who has had over 20 stays at that property over the past couple of years
ii) They wouldn't pay for the stay in the other hotel.
Also as you say, I don't understand why they didn't respond to any inquiries. Maybe they are hiding something.
Dec 12, 2009, 7:50 pm
#314
Join Date: Apr 2009
Location: SEA
Programs: AA LT PLT; HH Diamond; AS 75K
Posts: 2,895
I believe a number of countries along with a number of states in the U.S. prohibit "evicting" guest if they choose to pay the full posted rate unless there's a reason for eviction.
Dec 12, 2009, 11:49 pm
#315
Join Date: Jun 2009
Location: SEA
Posts: 200