“First Come First Serve” Rooms with Reservation?
Mar 8, 2019, 9:55 pm
#1
Original Poster
Join Date: Jul 2011
Posts: 1,131
“First Come First Serve” Rooms with Reservation?
Had an interesting scenario happen today with my parents, who (like me) are HH Gold members. They booked a room with a specific bed type for a weekend stay at a suburban Washington DC Homewood Suites months ago. They arrived tonight around 6 (so not a late arrival) only to be told there were no rooms available for them. The explanation was that specific room types were given out on a “First come first serve” basis at check in, even if a reservation existed. They were offered a room with different beds than they wanted. Eventually the hotel did offer them their bed type in a “downgraded” room (assuming a studio instead of a 1 bedroom suite) and a discount off the rate.
We’ve certainly run into situations when booking a room where a bed type isn’t available but I’ve never heard of reserved room types not being honored at check in because other people had arrived before them and taken the rooms. If it’s a maintenance issue, I surmise they would have been told such. Anyone else have this happen to them?
We’ve certainly run into situations when booking a room where a bed type isn’t available but I’ve never heard of reserved room types not being honored at check in because other people had arrived before them and taken the rooms. If it’s a maintenance issue, I surmise they would have been told such. Anyone else have this happen to them?
Mar 9, 2019, 4:43 am
#3
Join Date: Mar 2012
Location: PHL
Programs: AA ExP, Marriott Amb, National EAE, Hilton Diamond, SPG Plat (RIP), US CP (RIP)
Posts: 2,379
Figure it’s like being walked. We overbooked a specific room type, everyone showed up, so you get stuck with something else. Hampton has the 100% Guarantee. Does Homewood have something similar? I’d expect something more than just a discount to reflect the downgraded room.
Did your parents check in online before arriving on property?
Did your parents check in online before arriving on property?
Mar 9, 2019, 5:40 am
#4
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
As someone who used to work in hotels for over a decade, I dealt with overbooking (of a bed type, room type, or the entire hotel) all the time. Trying to figure out exactly what happened will be impossible without interviewing the hotel employees. There are many different scenarios that could have resulted in this experience:
- The Front Desk Manager had a plan to avoid elite-level guests from being affected, but an employee made a mistake and gave away a room to a "regular" guest.
- The Front Desk tried to move a "regular" guest into a downgraded room but that guest started screaming.
- A maintenance problem caused one or more rooms to be unavailable. (In most cases, we wouldn't necessarily tell the guest they couldn't get their room because of a maintenance issue.)
- Everyone arriving that day was an elite-level guest. Somewhat rare, but it happens occasionally.
- The number of arrivals for the day is so low that everyone checking-in is going to get the wrong room type. Exceedingly rare, but can happen if nearly the entire hotel is booked by a multi-night group.
- A guest showed up without a reservation, but was accommodated because they were a repeat guest, super-duper elite-level, or visiting the hotel's largest corporate client.
- A guest showed up with a reservation for the wrong dates, but was accommodated because they were a repeat guest, super-duper elite-level, or visiting the hotel's largest corporate client.
- A guest showed up with a reservation for the wrong hotel, but was accommodated because they were a repeat guest, super-duper elite-level, or visiting the hotel's largest corporate client.
- One or more rooms refused to check out as scheduled and the hotel needs a court order (per local law) to evict a guest.
- A hotel Sales Manager forgot to make a reservation for potential client.
- The hotel owner needed a last-minute room.
- There was no plan because the hotel is poorly run.
Last edited by writerguyfl; Mar 9, 2019 at 5:41 am Reason: Fixed formatting.
Mar 9, 2019, 9:55 am
#5
Original Poster
Join Date: Jul 2011
Posts: 1,131
Figure it’s like being walked. We overbooked a specific room type, everyone showed up, so you get stuck with something else. Hampton has the 100% Guarantee. Does Homewood have something similar? I’d expect something more than just a discount to reflect the downgraded room.
Did your parents check in online before arriving on property?
Did your parents check in online before arriving on property?
Almost seems like it's becoming like the airlines where they are penalizing you for not checking in earlier by making it more likely you'll be "bumped".
Mar 9, 2019, 10:11 am
#6
Join Date: May 2005
Posts: 4,866
Mar 9, 2019, 10:15 am
#7
Join Date: Feb 2013
Location: DCA
Posts: 7,769
Yeah, OLCI is pretty nice because it allows you to lock in the room type and at least best location (I like corners, against stairwells, away from the road, and other quiet places). You can always negotiate with (beg) the desk for an upgrade the way you would have to anyhow at most Hilton properties. Hotels have been overselling in general and on room type since the dawn of time, but that doesn't make it right when a guest doesn't get what they signed up for. One can definitely push on this with management or corporate as needed.
However, once a compromise is accepted, generally all leverage is lost. OP mentioned that the guests accepted (well, it at least implies they accepted it) a discount. Was it to their liking? Do they consider the deal fair? OP doesn't explicitly state what they're looking for - it sound just like a curiosity since there is no ask about compensation, etc.
However, once a compromise is accepted, generally all leverage is lost. OP mentioned that the guests accepted (well, it at least implies they accepted it) a discount. Was it to their liking? Do they consider the deal fair? OP doesn't explicitly state what they're looking for - it sound just like a curiosity since there is no ask about compensation, etc.
Mar 9, 2019, 10:36 am
#8
FlyerTalk Evangelist
Join Date: Aug 2001
Location: RSW
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Mar 9, 2019, 12:39 pm
#10
Original Poster
Join Date: Jul 2011
Posts: 1,131
Yeah, OLCI is pretty nice because it allows you to lock in the room type and at least best location (I like corners, against stairwells, away from the road, and other quiet places). You can always negotiate with (beg) the desk for an upgrade the way you would have to anyhow at most Hilton properties. Hotels have been overselling in general and on room type since the dawn of time, but that doesn't make it right when a guest doesn't get what they signed up for. One can definitely push on this with management or corporate as needed.
However, once a compromise is accepted, generally all leverage is lost. OP mentioned that the guests accepted (well, it at least implies they accepted it) a discount. Was it to their liking? Do they consider the deal fair? OP doesn't explicitly state what they're looking for - it sound just like a curiosity since there is no ask about compensation, etc.
However, once a compromise is accepted, generally all leverage is lost. OP mentioned that the guests accepted (well, it at least implies they accepted it) a discount. Was it to their liking? Do they consider the deal fair? OP doesn't explicitly state what they're looking for - it sound just like a curiosity since there is no ask about compensation, etc.
Mar 11, 2019, 10:09 am
#12
Join Date: May 2000
Location: Chicago
Programs: AA EP, UA Gold-MM, UA 1K (former), GS (former),SPG LT Platinum, Hyatt Diamond, HH Diamond
Posts: 2,299
Unfortunately, I don't think this is correct. I've used on-line check in before and gotten a different room. And I believe that is what is stated when you use it that your room might still be moved.
Mar 11, 2019, 4:43 pm
#14
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Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Mar 11, 2019, 4:48 pm
#15
Join Date: Dec 2016
Posts: 246
The hotel will likely say that if you accepted the 'downgraded ' room, and didn't negotiate a partial refund or compensation at the time, they will not compensate. Ask nicely at the Diamond Desk or Guest Assistance, and they might through you some Honors points.