Hotel refuse to reserve external restaurants?
May 19, 2019, 12:46 am
#1
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Hotel refuse to reserve external restaurants?
I'll be a staying guest for Westin Rusutsu in a few weeks. I emailed the hotel to ask them to help me book a lunch at a Japanese restaurant that's not part of the hotel. I didn't want to call the restaurant myself since I don't speak Japanese and they only accept telephone bookings (and I'm not in Japan). The hotel refused saying: "Due to hotel responsibility issue , Reservation Center is not able to make a restaurant reservation outside of Hotel. I am sorry for this inconvenience."
I have never had any hotels refuse to make an external booking for me. I've emailed them to push back and now they have decided ignoring my emails is the best way forward. What can I do?
I have never had any hotels refuse to make an external booking for me. I've emailed them to push back and now they have decided ignoring my emails is the best way forward. What can I do?
May 19, 2019, 1:38 am
#3
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If that doesn't work, call or email the restaurant & book the reservation yourself 
. Don't assume the restaurant staff don't speak English. Use Skype if you don't want to spend the $$ to call int'l long distance.
Cheers.
. Don't assume the restaurant staff don't speak English. Use Skype if you don't want to spend the $$ to call int'l long distance.Cheers.
May 19, 2019, 3:14 am
#5
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May 19, 2019, 3:50 am
#6
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I have stayed at Westin Rusutsu before. I would be surprised if once you are at the hotel they refused to help you. There might have been communication issues due to English on occasion, but willingness to help was always there.
May 19, 2019, 4:12 am
#7
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Just sounds to me like this email went to a central service center, not the actual hotel. Just like when you call "reservations" for a property (or select through the phone tree) you're not actually getting the front desk. So I would assume that to be the explanation.
May 19, 2019, 6:57 am
#8
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Call the hotel during the business day and ask for the concierge. Explain to the concierge what you want done. I will be surprised if he does not accommodate or explain why he cannot do what you ask.
As others note, if you have not called the restaurant yourself, you should not presume that there is not an English-speaking staff person to take your call.
For the benefit of others, if you send emails to a property, make certain that you are emailing the correct person. Generic mailboxes often get misrouted, not answered or misunderstood.
As others note, if you have not called the restaurant yourself, you should not presume that there is not an English-speaking staff person to take your call.
For the benefit of others, if you send emails to a property, make certain that you are emailing the correct person. Generic mailboxes often get misrouted, not answered or misunderstood.
May 19, 2019, 8:24 am
#9
Join Date: Aug 2017
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Some restaurants do not want to book for foreigners and others will basically blacklist hotels that reserve seats for people who never show. There's a chance that one of these things may be the problem, or you just didn't get put through to the right people. Call the hotel directly.
May 19, 2019, 6:43 pm
#11
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May 19, 2019, 7:59 pm
#12
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May 20, 2019, 12:39 am
#13
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I found the hotel’s response a tad bizarre: “Due to hotel responsibility issue, Reservation Center is not able to make a restaurant reservation outside of Hotel. I am sorry for this inconvenience."
What exactly is “hotel responsibility issue”?
And for goodness sake then hand over to someone else who can assist with the request!
What exactly is “hotel responsibility issue”?
And for goodness sake then hand over to someone else who can assist with the request!
May 20, 2019, 1:01 am
#14
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I found the hotel’s response a tad bizarre: “Due to hotel responsibility issue, Reservation Center is not able to make a restaurant reservation outside of Hotel. I am sorry for this inconvenience."
What exactly is “hotel responsibility issue”?
And for goodness sake then hand over to someone else who can assist with the request!
What exactly is “hotel responsibility issue”?
And for goodness sake then hand over to someone else who can assist with the request!
2. They responded with a template message
3. If the OP had messaged them in Japanese, all would be good
4. Simply calling the hotel is super easy
May 20, 2019, 1:46 am
#15
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Thanks all. A bit more pushing got them to pass it onto someone who knows how to make a booking. Definitely think it’s a language plus the “reservation” centre not knowing they could and should pass it on. GM emailed me to sort things out pleasantly and quickly.
Indeed agree that marriott’s decision not to publish emails is quite bizarre. Emails make it very easy to freely communicate with hotels prior to arrival.
Indeed agree that marriott’s decision not to publish emails is quite bizarre. Emails make it very easy to freely communicate with hotels prior to arrival.