Uninvited guest had a key to my room / I was given a key to an occupied room
Sep 14, 2011, 3:03 pm
#76
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Sure, and the person who entered the room wrongly could have been an axe murderer, or could have just escaped from a mental institution prior to checking into the hotel. Or it could have been a SWAT team with shoot-on-sight orders.
By the same token, the guest in the room could be staying in the hotel to recuperate from open-heart surgery, could have a gun under this pillow, or could have been in the midst of a cocaine-fueled tryst with an underage girl.
Just because we can dream up these unfortunate scenarios, doesn't mean that the victim deserves a level of compensation that would be appropriate were one of them the actual case.
I think that every instance in which this has happened on this board has been like my experience -- the enterer of the room quickly realizes the mistake, gets embarrassed, then sheepishly but quickly exits the room, then the victim dead-bolts the door and goes back to sleeping or whatever else he/she was doing.
By the same token, the guest in the room could be staying in the hotel to recuperate from open-heart surgery, could have a gun under this pillow, or could have been in the midst of a cocaine-fueled tryst with an underage girl.
Just because we can dream up these unfortunate scenarios, doesn't mean that the victim deserves a level of compensation that would be appropriate were one of them the actual case.
I think that every instance in which this has happened on this board has been like my experience -- the enterer of the room quickly realizes the mistake, gets embarrassed, then sheepishly but quickly exits the room, then the victim dead-bolts the door and goes back to sleeping or whatever else he/she was doing.
It wasn't worse, but it was a significant error on the part of the hotel, the guest was justifiably frightened by it, and a full refund of points and $, is very reasonable was my point.
Mistakes by a good business that understands importance of customer service typically is quickly forgiven, and often results in tremendous loyalty when you screw up and admit your mistake and then go above and beyond to correct your error. Often this means some financial cost to the business. OP is completely reasonable to expect the $60 and points back.
With 20+ years of sales and sales management some of my most loyal customers are those in which we had a big ol snafu or screw up with and we bent over backwards to correct it, compensate. The goal is to show them that we all make mistakes sometimes, but they're patronage is the ultimate reason we exist.
Sep 14, 2011, 7:31 pm
#77
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You gotta be kidding.
Amusing?!?
I've been on the wrong end of this, given keys to a room at the old Sheraton Stamford (CT) at midnight, only to walk into a pitch black room to discover a couple already sleeping in the room/bed.
It scared the living hell out of me, and I got out of there as fast as I could. Part of me was amazed that the guy in the room didn't wake up and pull a gun or knife on me, in self-defense from the unexpected room "invasion". Luckily, he didn't wake up.
The idiot at the front desk thought it was funny when I told him what happened, and I was very, very stern with him when I explained how frightened his lack of attention to detail had made me.
I never forgot that incident. It was 1994, and I didn't go looking for points or a refund, but I also never returned to that hotel. Scary as hell, pure and simple.
Amusing?!?
I've been on the wrong end of this, given keys to a room at the old Sheraton Stamford (CT) at midnight, only to walk into a pitch black room to discover a couple already sleeping in the room/bed.
It scared the living hell out of me, and I got out of there as fast as I could. Part of me was amazed that the guy in the room didn't wake up and pull a gun or knife on me, in self-defense from the unexpected room "invasion". Luckily, he didn't wake up.
The idiot at the front desk thought it was funny when I told him what happened, and I was very, very stern with him when I explained how frightened his lack of attention to detail had made me.
I never forgot that incident. It was 1994, and I didn't go looking for points or a refund, but I also never returned to that hotel. Scary as hell, pure and simple.
Sep 14, 2011, 7:37 pm
#78
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You gotta be kidding.
Amusing?!?
I've been on the wrong end of this, given keys to a room at the old Sheraton Stamford (CT) at midnight, only to walk into a pitch black room to discover a couple already sleeping in the room/bed.
I never forgot that incident. It was 1994, and I didn't go looking for points or a refund, but I also never returned to that hotel. Scary as hell, pure and simple.
Amusing?!?
I've been on the wrong end of this, given keys to a room at the old Sheraton Stamford (CT) at midnight, only to walk into a pitch black room to discover a couple already sleeping in the room/bed.
I never forgot that incident. It was 1994, and I didn't go looking for points or a refund, but I also never returned to that hotel. Scary as hell, pure and simple.
Scary as hell? Wow. I envy you.
C'mon. It is a bit annoying, but the kind of experience we can usually live through without needing years of therapy.
The hotel should simply refund the night's cost in points and money (to keep a good customer), and the OP should simply lock and latch his door from now on.
Sep 14, 2011, 8:19 pm
#79
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That's one of the fears I have of the USA. I did, once, given a key to a room that was still occupied. It was the afternoon though and they guy was getting dressed in front of the mirror.
I do fear crazies that would shoot first and ask questions later.
At this case, results matter. No one was shot and no one got a heart attack thus it is a minor mistake....
Of course if something serious happened, then eventhough the front desk clerk's actions are the same, the mistake is serious. Luck plays a part in life.
I do fear crazies that would shoot first and ask questions later.
At this case, results matter. No one was shot and no one got a heart attack thus it is a minor mistake....
Of course if something serious happened, then eventhough the front desk clerk's actions are the same, the mistake is serious. Luck plays a part in life.
My question is how can they assign one guest to anothers room? Is their not a computer program that would flag that type of action?
Sep 14, 2011, 8:27 pm
#80
Join Date: Feb 2010
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This story prompted me to go check the double-latch on my room...
Sep 15, 2011, 1:49 am
#81
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Sep 15, 2011, 10:37 am
#82
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I have made "mistakes" and forgotten to cancel hotel bookings
they have always kept my cash.
I book a flight i miss it because of work commitments I have to pay for another flight
he is getting on with it
he is asking for compensation for being woken up in a fright with someone standing over him in a dark room
they made a mistake they should pay for their mistake like we all have to pay for our mistakes.
they have always kept my cash.
I book a flight i miss it because of work commitments I have to pay for another flight
he is getting on with it
he is asking for compensation for being woken up in a fright with someone standing over him in a dark room
they made a mistake they should pay for their mistake like we all have to pay for our mistakes.
Sep 15, 2011, 2:17 pm
#83
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Scary as hell? Wow. I envy you.
C'mon. It is a bit annoying, but the kind of experience we can usually live through without needing years of therapy.
The hotel should simply refund the night's cost in points and money (to keep a good customer), and the OP should simply lock and latch his door from now on.
C'mon. It is a bit annoying, but the kind of experience we can usually live through without needing years of therapy.
The hotel should simply refund the night's cost in points and money (to keep a good customer), and the OP should simply lock and latch his door from now on.
But I was very frightened.
If something like this only "annoys" you, well, you're a braver man than me.
However, I also have neighbors who did a Hawaiian vacation trip in the early 90s that included a one-night layover at an LAX hotel. Their room was invaded at midnight by two guys with guns. They were tied up and robbed, and luckily were not beaten or killed. Bad stuff can happen in hotels that go beyond being "annoying"....and yeah, they should have locked and latched their door, too. Hindsight is always 20/20.
Sep 15, 2011, 10:30 pm
#84
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Sure, the OP could have locked the door with the latch. But, it is not the "fault" of the OP that the front desk gave someone else keys to her room. Maybe the OP wasn't wise. Maybe the OP should have latched the door. Fine. But, it wasn't her "fault."
It is completely the property's fault.
Fault Scorecard:
Property - 100%
Customer - 0%
Last edited by JFKSFOLAX_friend; Sep 15, 2011 at 10:45 pm
Sep 15, 2011, 11:01 pm
#85
Join Date: Feb 2005
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Completely wrong.
Sure, the OP could have locked the door with the latch. But, it is not the "fault" of the OP that the front desk gave someone else keys to her room. Maybe the OP wasn't wise. Maybe the OP should have latched the door. Fine. But, it wasn't her "fault."
It is completely the property's fault.
Fault Scorecard:
Property - 100%
Customer - 0%
Sure, the OP could have locked the door with the latch. But, it is not the "fault" of the OP that the front desk gave someone else keys to her room. Maybe the OP wasn't wise. Maybe the OP should have latched the door. Fine. But, it wasn't her "fault."
It is completely the property's fault.
Fault Scorecard:
Property - 100%
Customer - 0%
The front desk screwed up, plain and simple.
Sep 16, 2011, 3:07 am
#87
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+1. Amazed how some people blame the OP and are being hotel apologists.
The front desk screwed up, plain and simple.
I'm falling on this side too. As far as the op was concerned, when he got to his room and closed the door behind him, he was behind a locked door. While I'm sure he'll use the safety latch from now on, this is 100% a property issue and I'd have included enough points for a free night in addition to the comped folio. Just my pov.
Originally Posted by Viking547
Completely wrong.
Sure, the OP could have locked the door with the latch. But, it is not the "fault" of the OP that the front desk gave someone else keys to her room. Maybe the OP wasn't wise. Maybe the OP should have latched the door. Fine. But, it wasn't her "fault."
It is completely the property's fault.
Fault Scorecard:
Property - 100%
Customer - 0%
Sure, the OP could have locked the door with the latch. But, it is not the "fault" of the OP that the front desk gave someone else keys to her room. Maybe the OP wasn't wise. Maybe the OP should have latched the door. Fine. But, it wasn't her "fault."
It is completely the property's fault.
Fault Scorecard:
Property - 100%
Customer - 0%
The front desk screwed up, plain and simple.
Sep 16, 2011, 6:16 am
#88
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In terms of comp, OP should receive complete refund of night's stay plus enough points for one night at the hotel.
Sep 16, 2011, 11:13 am
#89
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Thank you FT!
Wow, I didn't know I would start such a lively discussion! Thank you all for your comments. Based on your feedback, I followed up with the hotel and I was given 5,000 points. (4,000 refund, 1,000 goodwill). I feel fully compensated now, and as I said before I will DEFINITELY be using all of the locks in the future. As a single girl, I certainly should have been using them all along...
Sep 16, 2011, 1:32 pm
#90
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Wow, I didn't know I would start such a lively discussion! Thank you all for your comments. Based on your feedback, I followed up with the hotel and I was given 5,000 points. (4,000 refund, 1,000 goodwill). I feel fully compensated now, and as I said before I will DEFINITELY be using all of the locks in the future. As a single girl, I certainly should have been using them all along...