clublounger

Really? "Common" in your bag of tricks? Please enlighten us about how you know the frequency in which SPG Plats try to link SNA nights to non-SNA nights.

Keyser

i have a buddy who managed a spg property in southeast asia for the last few years & has recently moved to another spg property in india....even he was telling me that he comes across this situation quite often, both at his previous property & the one he is currently managing....

RogerD408

I don't see how the extension has any bearing. Effectively the OP made a second reservation for additional days. The FDC should have checked to make sure the room was available for the duration and did not. And instead of possibly moving two future reservations they decided to move the OP.

I see it as a service failure and from what the OP described was not handled well. It may be the FDC was trying to keep from escalating the issue internally and getting negative attention for not checking. It may be the future reservation was assigned that room by a higher up and again the FDC wishing to save face.

We can only speculate what really went on, but I still feel the situation could have and should have been handled better.

Dr. HFH

Agreed. When I wrote that, I didn't realize that it wasn't an extension at all, but rather, a second, consecutive booking.

tuono07

91 posts for being asked to move from one room to another. Really? If you feel you have been treated unfairly, deal with it at the hotel at that time. I have elite status in a few hotel chains and never worry about suite upgrades ( sometimes I get them sometimes I dont) and am always treated fairly and out of thousands of stays (over 3,000 at Marriott alone) I've only had a complaint a handful of times. Discussed it with the front desk staff or mgr and it was addressed.
Elite at a hotel chain doesnt mean your special!

clublounger

If this is true, as an SPG manager, your buddy talks too much. He should be fired.

Is Dr. HFH talking to the same supposed blabbermouth. Or are there more?

ugh.

slidergirl

As someone who has worked at *wood hotels, I have to laugh every time someone says there are so many redundancies and the FD staff is "well trained" in links, back-to-back, connectors, etc. Nothing is further from the truth. Lightspeed/Galaxy has no such automatic flags. Someone must click the "connector" boxes on the reservations. Someone must manually link reservations to each other. But, if someone goes in and plays Tape Chart Tetris and moves a guest out of one room and puts another guest in there, no bells and whistles sound. I saw my FD Manager blow it several times, breaking up connecting rooms because he did not look at each reservation before doing so.
More and more hotels pre-block hotel rooms a day or more in advance. It's done to try to keep those connectors and special request rooms in place. Even the non-chain hotel I work at now pre blocks. One of my daily tasks is to run the Unblocked Guest report for 2 weeks out and assign rooms for any unblocked guest.

The OP's story has changed so much. Having a B2B, the OP did try to game the system by using the SNA first and then trying to stay in that upgraded room for no extra fee. I used to see this all the time, this and the "book good room on points for one night, a lessor room paid for the next few nights and try to get the better room for the lessor price stay. It was not a mid-stay issue; he actually says he "checked in/out", so he knew full well it was two different reservations. He was also apparently ready to shove his phone in the face of the FD because he could see that room type for sale, apparently ignorant of the fact that not every room of the type he wanted to stay in under false pretenses is part of the upgrade pool.

He blew it. The FDA who didn't do due diligence before pacifying a DYKWIA guest blew it. If someone had booked and was blocked into a suite+connector, and there were no other suite+connector available, there was nothing else to do but apologize to the OP, but say he really did have to move to another suite that had the connector occupied. But, by the OP acting up and pulling the "royalty" card, that usually makes management not so willing to do much recovery; mamma was right when she said "you catch more flies with honey than vinegar."

troytos

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Finkface

So what's the big deal about having to move mid-stay or at the beginning of the second stay? You said in your first post that the whole reason you were upset was...
So you would have been just as pissed off if she had told you to move at the start of the second stay since you would have had to do exactly the same thing.

gengar

And you've attempted to challenge me with this point before. And my response is the precise same as it was before, which is that just because you've worked at properties that weren't competently managed doesn't mean that all properties are not competently managed.

The fact is that stay extensions and back-to-back reservations are common in the hotel world. You work in hotels, so you know this.

Opera and OnQ don't have automatic flags for this situation either. That doesn't mean properties don't develop procedures having multiple redundancies for these situations. These systems aren't idiot-proof or foolproof and they most certainly aren't lazy-proof. If a human wants to mess this up, it will be messed up. No PMS and no procedure can help that.

And also ironic, since Lightspeed is probably the most convenient PMS for back-to-back reservations, effortless to link the reservations, transfer folios, etc.

And again, the OP says he was not forced to move until the day after he was checked-back in. Hence, mid-stay.

Keyser

tsk tsk....he should be fired for telling someone he has been friends with for over 30+ years that some plat members try to game the system????are you always this sour when people don't agree with you????

members of every loyalty program try to game the system....there will always be that select few who will continue to do so....you don't have to like it but thinking that it doesn't happen won't make it true....

wolf72

What are we arguing about? Am confused.

troytos

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troytos

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Dr. HFH

I'm with slidergirl 100%.


But, in what I believe to be an increasingly desperate effort to salvage your position, you did play the racism card once you got here and got some pushback from FTers. You can see, perhaps, why some might consider the possibility that you did the same thing at the hotel with the royalty card.

And you still haven't answered my question, -- [If you weren't trying to game the system,] why did you book this as two separate stays and only apply SNAs to the first one?


Of course. But surely you would agree that it's highly unlikely that slidergirl worked at the only Starwood property which is not properly managed, yes?