Verbally attacked by GM because I booked online!
#1
Original Poster
Join Date: Mar 2010
Location: Minneapolis
Programs: Delta Plat Kool-Aid Drinker, Hyatt Diamond, SPG GM, Marriott GM, Hilton GM, and Priority Club GM
Posts: 1,184
Verbally attacked by GM because I booked online!
About once every 3 or 4 months I at the Country Inn and Suites in a small MN town. Everytime I checked in for the last year the I was told if your booking a reservation please call rather then book on-line. Well, it's 2012 and it's a hell of lot easier for me to book on-line then to call, be put on hold, wait wait wait, and give all my info all over the phone.
So I check in this week and the GM says "Haven't I told you before to call rather then book on-line" I explain it's a slower process and I lose out on 1,000 points for booking on-line. We go back and forth and I finally say forget it. I'm just going to the HI down the street and you probably wonder why your occoupany rate is 50%.
Clearly the on-line booking bonus must be getting paid by the hotel you stay at, but is it really that big of cost to annoy your customers everytime they check-in?
So I check in this week and the GM says "Haven't I told you before to call rather then book on-line" I explain it's a slower process and I lose out on 1,000 points for booking on-line. We go back and forth and I finally say forget it. I'm just going to the HI down the street and you probably wonder why your occoupany rate is 50%.
Clearly the on-line booking bonus must be getting paid by the hotel you stay at, but is it really that big of cost to annoy your customers everytime they check-in?
#2
Company Representative - Radisson Hotels & Club Carlson
Join Date: Oct 2011
Posts: 47
MSPDeltaDude - Please check your Private Messages for a note from us.
Thank you!
Club Carlson
Thank you!
Club Carlson
About once every 3 or 4 months I at the Country Inn and Suites in a small MN town. Everytime I checked in for the last year the I was told if your booking a reservation please call rather then book on-line. Well, it's 2012 and it's a hell of lot easier for me to book on-line then to call, be put on hold, wait wait wait, and give all my info all over the phone.
So I check in this week and the GM says "Haven't I told you before to call rather then book on-line" I explain it's a slower process and I lose out on 1,000 points for booking on-line. We go back and forth and I finally say forget it. I'm just going to the HI down the street and you probably wonder why your occoupany rate is 50%.
Clearly the on-line booking bonus must be getting paid by the hotel you stay at, but is it really that big of cost to annoy your customers everytime they check-in?
So I check in this week and the GM says "Haven't I told you before to call rather then book on-line" I explain it's a slower process and I lose out on 1,000 points for booking on-line. We go back and forth and I finally say forget it. I'm just going to the HI down the street and you probably wonder why your occoupany rate is 50%.
Clearly the on-line booking bonus must be getting paid by the hotel you stay at, but is it really that big of cost to annoy your customers everytime they check-in?
#4
FlyerTalk Evangelist
Join Date: Nov 2002
Location: All over
Programs: Most
Posts: 10,839
The property probably has to pay something for the bookings that are coming through the chain website, or maybe they cheat when it comes to the franchise fees etc. Who knows, but totally inappropriate behavior from the property. Either you belong to the chain and fulfill with the requirements, or you reflag the property and go independent.
#6
Join Date: May 2011
Location: Illinois.
Programs: Switched from UA 1K to AA so I could earn EQD's on partners. Mid-tier on most major hotel programs.
Posts: 542
#7
Original Poster
Join Date: Mar 2010
Location: Minneapolis
Programs: Delta Plat Kool-Aid Drinker, Hyatt Diamond, SPG GM, Marriott GM, Hilton GM, and Priority Club GM
Posts: 1,184
I just responded to the company rep right now. I'm not going to name the city. With the way the Internet is archived and goggle I don't want this please to lose business if they correct the problem. If someone REALLY needs to know PM me.
#8
Join Date: Oct 2008
Posts: 60
How curious!
Club Carlson obviously wants to be a big boy and play with the majors - by having an online presence here at FlyerTalk, and such a QUICK response!
The OP has it right, the location must be paying something and by booking online he is cutting into their revenue.
Nothing more annoying than a company not understanding that guests want an accurate, up to date, and working website.
The OP has it right, the location must be paying something and by booking online he is cutting into their revenue.
Nothing more annoying than a company not understanding that guests want an accurate, up to date, and working website.
#9
Join Date: Jun 2006
Location: Chicago, Kailua-Kona, Cairns
Programs: UA 1K >2MM, IC Plat, Hilton Diamond, Marriott Gold
Posts: 740
The property probably has to pay something for the bookings that are coming through the chain website, or maybe they cheat when it comes to the franchise fees etc. Who knows, but totally inappropriate behavior from the property. Either you belong to the chain and fulfill with the requirements, or you reflag the property and go independent.
#10
Join Date: May 2011
Location: Illinois.
Programs: Switched from UA 1K to AA so I could earn EQD's on partners. Mid-tier on most major hotel programs.
Posts: 542
+1. I really like the Club Carlson web site and booking rooms on it. It would annoy me to no end if I was staying at a hotel that tried to insist that I call to reserve rooms vs. booking online. No question I would just choose a completely different hotel. I am not going to book by phone, and it would bother me to book online if I knew I could get a better deal by phone.
#11
Suspended
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#12
Join Date: Aug 2006
Location: IAD
Programs: DL-Silver; BA-Bronze
Posts: 1,162
Ummmm - no he doesn't have the right to ask you that. If they're going to be a branded hotel, then they need to play by the rules which in this case probably don't include the GM skirting booking policies of the brand.
#13
Join Date: Oct 2009
Location: ZRH
Programs: LH SEN, BA Gold, Bonvoy Plat, IHG Spire RA
Posts: 580
of course the GM can ask, if he is interested, but in my books he has no rights to force the customer. And as its formulated, it sounds like a threat, which is totally unacceptable
#14
Moderator: CommunityBuzz!, OMNI, OMNI/PR, and OMNI/Games & FlyerTalk Evangelist
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If was paying for the stay with my own dime & this was at a hotel where they charged for parking (or something else I'd rather not pay), then I might negotiate with the GM. Sure I'll call but you need to give me X rate or comp me Y or give me X amount of extra points.
#15
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