Why do hotels lie about upgrade availability?
#61
Join Date: Oct 2014
Programs: IHG Spire, Marriott
Posts: 574
What they are doing, is gambling their chance at people not showing up. Unlike airlines though, which has a more complex check-in process and people more willing to commit. They have systems in place (eg online check-in) to make sure everyone is taken care of. and worst case scenario, bump you to the next flight.
But at a hotel, if they don't have that room, they don't have it for the night. It'd be stupid keeping the booking channel open, only to walk people to other hotels. If hotels do it on a regular basis, on purpose, I think it would be fair to say they failed to commit and not honouring the contract.
So yes, a non-live room inventory is quite disappointing.
It should be fairly easy to maintain with today's technology (think TicketMaster, Online Checkin etc)
#62
Join Date: Feb 2003
Location: On strike
Posts: 8,135
But at a hotel, if they don't have that room, they don't have it for the night. It'd be stupid keeping the booking channel open, only to walk people to other hotels. If hotels do it on a regular basis, on purpose, I think it would be fair to say they failed to commit and not honouring the contract.
So yes, a non-live room inventory is quite disappointing.
It should be fairly easy to maintain with today's technology (think TicketMaster, Online Checkin etc)
So yes, a non-live room inventory is quite disappointing.
It should be fairly easy to maintain with today's technology (think TicketMaster, Online Checkin etc)
#63
Join Date: Mar 2007
Posts: 3,990
Yes the associate shouldn't have fibbed about availability. My guess is he wanted to spare you any embarrassment for asking for something to which you are clearly not entitled.
Cheers,
#64
Join Date: Mar 2008
Location: Fort Lauderdale, FL
Posts: 3,360
In every hotel I've ever worked in or known about, the responsibility for managing the sales of rooms shifts from the Revenue/Reservations Manager to the Front Office Manager on the day of arrival. (Or, whoever is responsible for the Front Desk that day...Manager-On-Duty or Front Desk Supervisor.) That person would have full authority to close room types, rates, or even the entire hotel to additional sales.
I couldn't agree more with this point. Despite what FTers think, the hotel's best customer is not the top-level members of the chain's frequent guest program who stay at dozens of different hotels each year. The best customer is the one that stays at that hotel for multiple nights each and every month. And, although unimaginable to some, not every frequent guest is a member of that hotel's frequent guest program.
Last edited by writerguyfl; Jul 22, 2015 at 9:32 pm Reason: Added "who stay at dozens of different hotels each year" for clarity.
#65
Original Poster
Join Date: Oct 2009
Location: YVR
Programs: AC*SE MM, Marriott Titanium, National Executive
Posts: 1,586
You missed the point... Many properties will offer those same benefits to their loyal customers. There is nothing in their franchise that says they must deny benefits to people that don't belong to the program. I try to get to know the management team as much as the desk staff. I find it much easier to get things done if they know me too.
I left my company and was gone for over a year before going back as a contractor. Many of the people I worked with didn't even know I left or that I was a contractor. I got treated as an employee even when I should have been severely restricted. So as they say, it's not what you know (status) as much as it is who you know (property).
I left my company and was gone for over a year before going back as a contractor. Many of the people I worked with didn't even know I left or that I was a contractor. I got treated as an employee even when I should have been severely restricted. So as they say, it's not what you know (status) as much as it is who you know (property).
Therefore, even if the hotel was amazing, chances are I dont go back if they leave Starwood.
#66
FlyerTalk Evangelist
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Location: BOS/UTH
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#67
Suspended
Join Date: Jun 2009
Location: YYZ
Programs: AC E50K (*G) WS Gold | SPG/Fairmont Plat Hilton/Hyatt Diamond Marriott Silver | National Exec Elite
Posts: 19,284
To answer the question..
Uhh revenue?
Uhh revenue?
#68
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
And, although unimaginable to some, not every frequent guest is a member of that hotel's frequent guest program.
#69
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
My apologies, but that information is proprietary, so I am not at liberty to do so.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#70
Original Poster
Join Date: Oct 2009
Location: YVR
Programs: AC*SE MM, Marriott Titanium, National Executive
Posts: 1,586
So I sent in my concern to corporate and I received this reply:
I am not sure how the two statements go together (We cannot determine availability on a prior date and it appears they were sold out) but I suppose they are saying that they did not "lie" to me.
I am sorry to hear you were not able to get a complimentary upgrade during your recent stay at Sheraton Salt Lake City Hotel. We are unable to determine the availability on a prior date; however, sometimes our website may misguide our guests to availability, due to being a little behind than the actual availability at the hotel. On this occasion, it appears the hotel was already sold out by the time you had arrived. I apologize for any inconvenience this may have caused.
#71
Suspended
Join Date: Nov 1999
Posts: 24,153
I found the key is to call up SPG and ask why is it that the FD told me sorry no UPs today we are soldout for the duration of your stay, and that many better room types appear on spg.com available for booking over my entire stay
I usually get 1 of these 2 responses after the hotel is called, 1- sorry Mr Craz seems the error is on our computers part since we show rooms as available yet I was told by the hotel they are soldout or 2- good news your upgrade cleared (which means the hotel wasnt telling the truth.
Once its off SPGs screens theres little they can do = once you cant book that night any longer on SPG.com they are out of the loop.Although they still can call and ask they just wont beable to say 'well we show the rooms being offered by us' eg showing up at say 11pm to checkin in LA = SOL since its I believe past the time we can book for that same night any longer (at least a few yrs ago that was the case)
#72
FlyerTalk Evangelist
Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,329
I found the key is to call up SPG and ask why is it that the FD told me sorry no UPs today we are soldout for the duration of your stay, and that many better room types appear on spg.com available for booking over my entire stay
I usually get 1 of these 2 responses after the hotel is called, 1- sorry Mr Craz seems the error is on our computers part since we show rooms as available yet I was told by the hotel they are soldout or 2- good news your upgrade cleared (which means the hotel wasnt telling the truth.
Once its off SPGs screens theres little they can do = once you cant book that night any longer on SPG.com they are out of the loop.Although they still can call and ask they just wont beable to say 'well we show the rooms being offered by us' eg showing up at say 11pm to checkin in LA = SOL since its I believe past the time we can book for that same night any longer (at least a few yrs ago that was the case)
I usually get 1 of these 2 responses after the hotel is called, 1- sorry Mr Craz seems the error is on our computers part since we show rooms as available yet I was told by the hotel they are soldout or 2- good news your upgrade cleared (which means the hotel wasnt telling the truth.
Once its off SPGs screens theres little they can do = once you cant book that night any longer on SPG.com they are out of the loop.Although they still can call and ask they just wont beable to say 'well we show the rooms being offered by us' eg showing up at say 11pm to checkin in LA = SOL since its I believe past the time we can book for that same night any longer (at least a few yrs ago that was the case)
Maybe the Lurkers can correct me if needed.
#73
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
The only advice I can offer is to see to it that a file is created documenting the issue. Everything else will take care of itself.
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
#74
FlyerTalk Evangelist
Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
Mike