Process -- the how of luxury booking and behavior
#31
We'd love to hear your opinions on this.
We're planning a family birthday party for my son at a city Peninsula. It's going to be a low key thing....pizza and cake in the room followed by a museum. We've booked a mid level suite specifically for the party. However, we're getting a few more positive RSVPs than we expected (happy problem). And we're hoping not to have to pay full price for one of the larger signature suites. Here's what we're thinking of doing.
- Contact GM two weeks before and lay out our past Peninsula stays.
- Explain nature of family party and how helpful staff has been in planning everything.
- Ask GM to give heads up to front desk staff that we would like to view available suite options upon arrival. And ask if they can consider us for any special "walk up" rates.
Does this approach seem good? Or tacky? We're already on an upgraded rate for our current suite, but the upgrades are not allowed after a certain level.
Thanks!
Ericka
We're planning a family birthday party for my son at a city Peninsula. It's going to be a low key thing....pizza and cake in the room followed by a museum. We've booked a mid level suite specifically for the party. However, we're getting a few more positive RSVPs than we expected (happy problem). And we're hoping not to have to pay full price for one of the larger signature suites. Here's what we're thinking of doing.
- Contact GM two weeks before and lay out our past Peninsula stays.
- Explain nature of family party and how helpful staff has been in planning everything.
- Ask GM to give heads up to front desk staff that we would like to view available suite options upon arrival. And ask if they can consider us for any special "walk up" rates.
Does this approach seem good? Or tacky? We're already on an upgraded rate for our current suite, but the upgrades are not allowed after a certain level.
Thanks!
Ericka
#32
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We'd love to hear your opinions on this.
We're planning a family birthday party for my son at a city Peninsula. It's going to be a low key thing....pizza and cake in the room followed by a museum. We've booked a mid level suite specifically for the party. However, we're getting a few more positive RSVPs than we expected (happy problem). And we're hoping not to have to pay full price for one of the larger signature suites. Here's what we're thinking of doing.
- Contact GM two weeks before and lay out our past Peninsula stays.
- Explain nature of family party and how helpful staff has been in planning everything.
- Ask GM to give heads up to front desk staff that we would like to view available suite options upon arrival. And ask if they can consider us for any special "walk up" rates.
Does this approach seem good? Or tacky? We're already on an upgraded rate for our current suite, but the upgrades are not allowed after a certain level.
Thanks!
Ericka
We're planning a family birthday party for my son at a city Peninsula. It's going to be a low key thing....pizza and cake in the room followed by a museum. We've booked a mid level suite specifically for the party. However, we're getting a few more positive RSVPs than we expected (happy problem). And we're hoping not to have to pay full price for one of the larger signature suites. Here's what we're thinking of doing.
- Contact GM two weeks before and lay out our past Peninsula stays.
- Explain nature of family party and how helpful staff has been in planning everything.
- Ask GM to give heads up to front desk staff that we would like to view available suite options upon arrival. And ask if they can consider us for any special "walk up" rates.
Does this approach seem good? Or tacky? We're already on an upgraded rate for our current suite, but the upgrades are not allowed after a certain level.
Thanks!
Ericka
Depending on how many guests you're having, other hotel guests might not appreciate so many people walking to and from your suite for the party. If the floor requires key card access, this will be inconvenient for you, although it will be somewhat inconvenient to communicate your room number to your guests, assuming that your specific suite isn't assigned and "hard blocked" in advance.
#34
Sorry for hijacking your thread, KatW!
So basically, it sounds like everyone agrees it WOULD be appropriate to reach out to the GM ahead of time. Your suggestions are good ones. Thanks.
To answer your questions...
- Pen Club booking, but already requested upgrades/reduced rates through sales mgr. The mid level suite we are in now is the highest level they allow for upgrades, at least ahead of time.
- Getting beverages, cake, and balloons from hotel. Special pizza is being catered in.
So basically, it sounds like everyone agrees it WOULD be appropriate to reach out to the GM ahead of time. Your suggestions are good ones. Thanks.
To answer your questions...
- Pen Club booking, but already requested upgrades/reduced rates through sales mgr. The mid level suite we are in now is the highest level they allow for upgrades, at least ahead of time.
- Getting beverages, cake, and balloons from hotel. Special pizza is being catered in.
#35
Join Date: Jan 2009
Location: BKK
Posts: 6,741
I might contact the GM in that case, unless I already had a contact at the hotel I preferred to deal with. I would not "lay out" past stays because A) a good Peninsula GM should already be aware and B) it's not particularly relevant.
Negotiation is very personal, but in most cases when I do negotiate upsell it is very shortly before arrival. I find that expressing too much interest, too early on might lead to a higher price being offered, whereas if it really is a last minute upgrade into a suite that will otherwise go empty, one can really end up with a good deal...
But, then again, I typically do not need upgrades, but simply want them if offered at an attractive price. If having a large suite will really make or break this birthday party, then your outlined strategy makes a lot of sense.
In any case, if a larger suite is available, and you agree on a mutually acceptable price with the hotel, then I think any good hotel - and certainly a Peninsula - should rise to the occasion and help make your son's special occasion a bit more special if they can.
Negotiation is very personal, but in most cases when I do negotiate upsell it is very shortly before arrival. I find that expressing too much interest, too early on might lead to a higher price being offered, whereas if it really is a last minute upgrade into a suite that will otherwise go empty, one can really end up with a good deal...
But, then again, I typically do not need upgrades, but simply want them if offered at an attractive price. If having a large suite will really make or break this birthday party, then your outlined strategy makes a lot of sense.
In any case, if a larger suite is available, and you agree on a mutually acceptable price with the hotel, then I think any good hotel - and certainly a Peninsula - should rise to the occasion and help make your son's special occasion a bit more special if they can.
Last edited by MikeFromTokyo; Aug 17, 2017 at 2:57 pm
#36
Gosh, I could never mention the possibility of a good review. Not my style. LOL.
We've never been to this particular property but have been to many other Peninsulas around the world. Maybe that is still worth mentioning as a quick way of introduction.
Anyway, back to Kat's topic....
We've never been to this particular property but have been to many other Peninsulas around the world. Maybe that is still worth mentioning as a quick way of introduction.
Anyway, back to Kat's topic....
#38
Join Date: Jan 2009
Location: BKK
Posts: 6,741
Gosh, I could never mention the possibility of a good review. Not my style. LOL.
We've never been to this particular property but have been to many other Peninsulas around the world. Maybe that is still worth mentioning as a quick way of introduction.
Anyway, back to Kat's topic....
We've never been to this particular property but have been to many other Peninsulas around the world. Maybe that is still worth mentioning as a quick way of introduction.
Anyway, back to Kat's topic....
#39
Join Date: Dec 2006
Location: Enroute to ? & likely flying in ' A ':)
Programs: TPPS, UA, EK ...; Marriott BONVOY , HH, GP, GC..
Posts: 4,211
Sorry for hijacking your thread, KatW!
So basically, it sounds like everyone agrees it WOULD be appropriate to reach out to the GM ahead of time. Your suggestions are good ones. Thanks.
To answer your questions...
- Pen Club booking, but already requested upgrades/reduced rates through sales mgr. The mid level suite we are in now is the highest level they allow for upgrades, at least ahead of time.
- Getting beverages, cake, and balloons from hotel. Special pizza is being catered in.
So basically, it sounds like everyone agrees it WOULD be appropriate to reach out to the GM ahead of time. Your suggestions are good ones. Thanks.
To answer your questions...
- Pen Club booking, but already requested upgrades/reduced rates through sales mgr. The mid level suite we are in now is the highest level they allow for upgrades, at least ahead of time.
- Getting beverages, cake, and balloons from hotel. Special pizza is being catered in.
Do write to the GM . Don ' t think you need to wait for 2 weeks prior !
Who do you usually communicate with at Pens ?
Know other Pen GMs ?
#40
Join Date: Dec 2006
Location: Enroute to ? & likely flying in ' A ':)
Programs: TPPS, UA, EK ...; Marriott BONVOY , HH, GP, GC..
Posts: 4,211
Stayed in April , liked how comfortable we were
Must get other hotels to have similar system
Perhaps I should check with GMs , etcetera of other hotels @:-) to let them know how wonderful RC Kyoto ' s is , perhaps after I check " model " in November .
If the structure allows it - doubt TUH can but the standalone MOs can
Must get other hotels to have similar system
Perhaps I should check with GMs , etcetera of other hotels @:-) to let them know how wonderful RC Kyoto ' s is , perhaps after I check " model " in November .
If the structure allows it - doubt TUH can but the standalone MOs can
#41
#43
A) The 4-figure minimum F&B spend didn't make sense when we had pretty much already decided on the specialty pizza (outside catering).
B) The room offered was a sad, windowless one.
C) For the money, a suite would offer us a nicer atmosphere...and a nicer place to stay.
I'm not worried about it so much as I just want to know what my options are.
Last edited by Ericka; Aug 17, 2017 at 6:11 pm
#44
Join Date: Dec 2006
Location: Enroute to ? & likely flying in ' A ':)
Programs: TPPS, UA, EK ...; Marriott BONVOY , HH, GP, GC..
Posts: 4,211
This has been much appreciated and sometimes received upgrades or at least some other help when we check in or even pre - arrival .
Perhaps think through who you can get some suggestions from
#45
Stayed in April , liked how comfortable we were
Must get other hotels to have similar system
Perhaps I should check with GMs , etcetera of other hotels @:-) to let them know how wonderful RC Kyoto ' s is , perhaps after I check " model " in November .
If the structure allows it - doubt TUH can but the standalone MOs can
Must get other hotels to have similar system
Perhaps I should check with GMs , etcetera of other hotels @:-) to let them know how wonderful RC Kyoto ' s is , perhaps after I check " model " in November .
If the structure allows it - doubt TUH can but the standalone MOs can
Sometimes, a lot of HVAC issues have to do with room and vent design as well as the chosen unit. Some architects just go for show and don't consider real life usage when they put the vents in. Four Seasons Seoul has some beautiful suites but not enough vents. Just one above the door and that's supposed to cover a 25+ square meter bedroom and bathroom? Not with floor to ceiling windows all around.