1 person working on check-in desk - join the queue or jump it?
Apr 8, 2013, 11:46 am
#1
Original Poster
Join Date: Apr 2005
Location: Scotland
Programs: not a lot
Posts: 1,774
1 person working on check-in desk - join the queue or jump it?
Went to check-in at the HI I am staying at tonight. There was a big queue and only a single person on the front desk.
In this situation is it acceptable to walk right up to the priority check-in desk and expect to get checked-in next or should you join the queue and wait.
As it's a published benefit and there was a notice on display that said 'priority check-in' I think it's not unreasonable to stand there and get service (very similar to the scene in up in the air). Obviously I must be wrong though as I was ignored and make to feel like a complete fool and eventually just went to the back of the normal queue. No-one in the queue in front was a gold/platinum as the receptionist did say to a couple they were club members and I was acknowledged as a platinum.
Don't know if I was trying to be a DYKWIA or not. I didn't say anything at the time but am tempted to feed it back to them.
In this situation is it acceptable to walk right up to the priority check-in desk and expect to get checked-in next or should you join the queue and wait.
As it's a published benefit and there was a notice on display that said 'priority check-in' I think it's not unreasonable to stand there and get service (very similar to the scene in up in the air). Obviously I must be wrong though as I was ignored and make to feel like a complete fool and eventually just went to the back of the normal queue. No-one in the queue in front was a gold/platinum as the receptionist did say to a couple they were club members and I was acknowledged as a platinum.
Don't know if I was trying to be a DYKWIA or not. I didn't say anything at the time but am tempted to feed it back to them.
Apr 8, 2013, 12:13 pm
#2
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Join Date: Aug 2010
Location: DCA
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Posts: 50,262
OP, if as he says he is, was entitled to stand at the priority check-in desk if he wanted to. But, it wasn't staffed so he didn't get served.
His choice whether to wait in line and get served or stand at a closed counter. If he feels foolish, he should. But, we each have our own preferences.
His choice whether to wait in line and get served or stand at a closed counter. If he feels foolish, he should. But, we each have our own preferences.
Apr 8, 2013, 12:18 pm
#3
Join Date: Dec 2010
Location: UK
Programs: IHG Plat; CC Gold
Posts: 845
I cannot remember the last time I saw the priority check in desk open!
Over the years I do not remember once seeing it used in that way in the UK, as when I have seen it open it was being used as a standard check in desk only.
Over the years I do not remember once seeing it used in that way in the UK, as when I have seen it open it was being used as a standard check in desk only.
Apr 8, 2013, 12:33 pm
#4
Join Date: Nov 2004
Location: England
Programs: IHG
Posts: 526
Last month I had to queue 25 minutes to check in to a UK Holiday Inn.
Staff were eagerly signing up new PC members, enhancing delays.
After eventually reaching the desk I asked how the Priority Check In system works. The answer? "We cannot operate it when we're busy".
In truth it never operates.
Staff were eagerly signing up new PC members, enhancing delays.
After eventually reaching the desk I asked how the Priority Check In system works. The answer? "We cannot operate it when we're busy".
In truth it never operates.
Apr 8, 2013, 1:10 pm
#5
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Join Date: Jan 2004
Location: UK
Posts: 11,969
Wouldn't a reasonable option be to explain the issue to the concierge and ask him to call the back office for someone to come out to the priority position?
They would say to him " ok" and then you could go back to the priority bit of the desk and wait. If the answer was "no" then perhaps it's reasonable to ask for the duty manager to help as clearly the issue of an understaffed front desk is an issue they should be made aware of.
Pushing in is simply bad manners to the other people in the queue. It isn't their fault that the priority position is unstaffed and pushing in will simply annoy everyone and make you look like a selfish dykwia idiot.
They would say to him " ok" and then you could go back to the priority bit of the desk and wait. If the answer was "no" then perhaps it's reasonable to ask for the duty manager to help as clearly the issue of an understaffed front desk is an issue they should be made aware of.
Pushing in is simply bad manners to the other people in the queue. It isn't their fault that the priority position is unstaffed and pushing in will simply annoy everyone and make you look like a selfish dykwia idiot.
Apr 8, 2013, 1:16 pm
#6
FlyerTalk Evangelist
Join Date: Aug 2007
Location: PARIS (France)
Programs: AF/KLM Club 2000 | InterContinental Diamond RA |AMEX Plat | Visa Infinite |Hertz President's Circle
Posts: 10,953
Anytime there is an Elite counter clearly dedicated, I walk straight to it (same thing with Hertz), staffed or not.
I consider that it is hotel management to meet the fast check-in requirements, not loyal customers to adapt to the poor policy implementation.
Fortunately, it happens very rarely (no more than 3 times for me).
I consider that it is hotel management to meet the fast check-in requirements, not loyal customers to adapt to the poor policy implementation.
Fortunately, it happens very rarely (no more than 3 times for me).
Apr 8, 2013, 3:44 pm
#7
Original Poster
Join Date: Apr 2005
Location: Scotland
Programs: not a lot
Posts: 1,774
Wouldn't a reasonable option be to explain the issue to the concierge and ask him to call the back office for someone to come out to the priority position?
They would say to him " ok" and then you could go back to the priority bit of the desk and wait. If the answer was "no" then perhaps it's reasonable to ask for the duty manager to help as clearly the issue of an understaffed front desk is an issue they should be made aware of.
Pushing in is simply bad manners to the other people in the queue. It isn't their fault that the priority position is unstaffed and pushing in will simply annoy everyone and make you look like a selfish dykwia idiot.
They would say to him " ok" and then you could go back to the priority bit of the desk and wait. If the answer was "no" then perhaps it's reasonable to ask for the duty manager to help as clearly the issue of an understaffed front desk is an issue they should be made aware of.
Pushing in is simply bad manners to the other people in the queue. It isn't their fault that the priority position is unstaffed and pushing in will simply annoy everyone and make you look like a selfish dykwia idiot.
The priority check-in sign was clearly on display which makes it available IMO. I'm happy to not get an upgrade when none are available as it's subject to availability but at no point should priority check-in be subject to availability IMO. If there was only a queue of 2 or 3 then I wouldn't mind waiting but it was quite a queue. The HI in Stevenage has a good system whereby there is a book to sign on the priority desk for newspaper, wake up call, car reg and the staff sort out your card once they finish with their current customer.
Apr 8, 2013, 11:58 pm
#10
Join Date: Jul 2008
Location: UK
Posts: 862
Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 6_1 like Mac OS X) AppleWebKit/536.26 (KHTML, like Gecko) Version/6.0 Mobile/10B143 Safari/8536.25)
I've done exactly this before. A coach party being booked in, which looked like a zoo. After a long day of travelling I just wanted to get to my room.
Saw the priority desk and stood there. And a loud mouth woman in her 50s started shouting 'he's pushing in, look, he's pushing in'. Other people start to join my queue. I quickly explained I was a member and just queuing up where I should. She shouts 'pushing in, pushing in' even louder attracting the attention if check-in staff, one of them shouts across 'we'll be over in a minute sir' - her face was a picture when an apologetic manager came out of the back office and started serving me! I try not to smirk in situations like this!
I've done exactly this before. A coach party being booked in, which looked like a zoo. After a long day of travelling I just wanted to get to my room.
Saw the priority desk and stood there. And a loud mouth woman in her 50s started shouting 'he's pushing in, look, he's pushing in'. Other people start to join my queue. I quickly explained I was a member and just queuing up where I should. She shouts 'pushing in, pushing in' even louder attracting the attention if check-in staff, one of them shouts across 'we'll be over in a minute sir' - her face was a picture when an apologetic manager came out of the back office and started serving me! I try not to smirk in situations like this!
Apr 9, 2013, 2:26 am
#12
Join Date: Feb 2009
Location: Netherlands
Programs: SQ S, IHG Diamond/Amb, Accor S
Posts: 703
Interestingly, the Term Priority Check In™ is not mentioned at all in the Membership Terms and Conditions:
So although it is stated as a benefit for both Gold and Platinum members, and apparently the term has even been trademarked, it is stated nowhere what entitlement exactly is associated with this "benefit".
In my experience, at most hotels in Europe and the US where I have been there is either no sign at all or there is a sign but the desk is not manned. In Asia, where I believe there is generally more staff at the check in desks, I have had better experiences.
So although it is stated as a benefit for both Gold and Platinum members, and apparently the term has even been trademarked, it is stated nowhere what entitlement exactly is associated with this "benefit".
In my experience, at most hotels in Europe and the US where I have been there is either no sign at all or there is a sign but the desk is not manned. In Asia, where I believe there is generally more staff at the check in desks, I have had better experiences.
Apr 9, 2013, 4:46 am
#13
FlyerTalk Evangelist
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Apr 9, 2013, 9:26 am
#14
Join Date: Oct 2006
Posts: 421
Wirelessly posted (Mozilla/5.0 (iPhone; CPU iPhone OS 6_1 like Mac OS X) AppleWebKit/536.26 (KHTML, like Gecko) Version/6.0 Mobile/10B143 Safari/8536.25)
I've done exactly this before. A coach party being booked in, which looked like a zoo. After a long day of travelling I just wanted to get to my room.
Saw the priority desk and stood there. And a loud mouth woman in her 50s started shouting 'he's pushing in, look, he's pushing in'. Other people start to join my queue. I quickly explained I was a member and just queuing up where I should. She shouts 'pushing in, pushing in' even louder attracting the attention if check-in staff, one of them shouts across 'we'll be over in a minute sir' - her face was a picture when an apologetic manager came out of the back office and started serving me! I try not to smirk in situations like this!
I've done exactly this before. A coach party being booked in, which looked like a zoo. After a long day of travelling I just wanted to get to my room.
Saw the priority desk and stood there. And a loud mouth woman in her 50s started shouting 'he's pushing in, look, he's pushing in'. Other people start to join my queue. I quickly explained I was a member and just queuing up where I should. She shouts 'pushing in, pushing in' even louder attracting the attention if check-in staff, one of them shouts across 'we'll be over in a minute sir' - her face was a picture when an apologetic manager came out of the back office and started serving me! I try not to smirk in situations like this!
Apr 9, 2013, 9:51 am
#15
Suspended
Join Date: Jan 2003
Posts: 8,720
Anytime there is an Elite counter clearly dedicated, I walk straight to it (same thing with Hertz), staffed or not.
I consider that it is hotel management to meet the fast check-in requirements, not loyal customers to adapt to the poor policy implementation.
Fortunately, it happens very rarely (no more than 3 times for me).
I consider that it is hotel management to meet the fast check-in requirements, not loyal customers to adapt to the poor policy implementation.
Fortunately, it happens very rarely (no more than 3 times for me).