Feedback Requested on Guest Lock Issues
Feb 14, 2003 | 11:47 am
#1
Original Poster
Join Date: Feb 2003
Location: Lake Buena Vista, FL, USA
Posts: 2
Feedback Requested on Guest Lock Issues
I am working on a project at a resort and I would really appreciate your feedback.
1. Have you ever experienced any type of key or lock issue at any hotel during a stay?
2. If you have experienced a key problem how significant is this problem in the overall satisfaction for your stay? Please rank 1-10 with 1 being not important at all to my overall satisfaction and 10 being extremely important to my overall satisfaction.
3. If you did experience a key/lock problem, how many points would you deduct from your overall satisfaction if the rating were from 1 10? Where 1 is not satisfied at all and 10 is completely satisfied.
Could you please give me your opinion as to what you consider an acceptable response time for the following?
Key assist for a guest lock that does not work
Additional pillows or towels
Room service
Rollaway or Crib
Thank you in advance for your open and honest feedback. Also, if you have another area that you feel is important to identify, please feel free to do so.
1. Have you ever experienced any type of key or lock issue at any hotel during a stay?
2. If you have experienced a key problem how significant is this problem in the overall satisfaction for your stay? Please rank 1-10 with 1 being not important at all to my overall satisfaction and 10 being extremely important to my overall satisfaction.
3. If you did experience a key/lock problem, how many points would you deduct from your overall satisfaction if the rating were from 1 10? Where 1 is not satisfied at all and 10 is completely satisfied.
Could you please give me your opinion as to what you consider an acceptable response time for the following?
Key assist for a guest lock that does not work
Additional pillows or towels
Room service
Rollaway or Crib
Thank you in advance for your open and honest feedback. Also, if you have another area that you feel is important to identify, please feel free to do so.
Feb 14, 2003 | 12:31 pm
#2
Join Date: Dec 2002
Location: Springfield,MO,USA
Programs: UA 1K MM, HH Diamond, Marriott Lifetime Titanium
Posts: 1,637
Hi,
In June 2002 I stayed for a week at the Doubletree IH35North in Austin TX. They use a credit card type of Key for the guest rooms. There is not old fashioned key for emergency use.
I returned to my room at 10PM the first night and my key did not work. I went to the front desk and they recoded it. Still didn;t work. They did it again and sent a security guard with me. Still didn;t work. Tehy sent the guard back with a pass key. It didn;t work either. They have a thing on the wall that looks like a little box with a glass panel in front. They break the glass give the guard the key from the glass box, we go back and that one doesn;t work either. They offer me another room and say they will unlock my room at around 830AM the next AM. I tell them this is unacceptable because I have to take my medicine before bed, and because I am speaking at a conference in the AM commencing at 8AM and will need to wear a suit and tie, not T Shirt and Levi's.
Tehy say the mechanic left at 8PM and they will call him from home. They give me a large quantity of free drinck coupons and invite me to wait int he bar. At around 1AM my room is unlocked. Mechanic tells me once I leave I will not be able to return to the room until the "rebuild the lock".
At noon the next day I go to the front desk, they say the lock is fixed and give me a new key. I go to the room and the new key doesn't work. I see a maid walking down the hall. I ask her to try her key. It works. I get her name, go back down to the front desk tell them its still broken and that Maria the maid has a pass key that works.
Three other people at the conference that I know of had similar problems.
So my advise is if you use cardkeys for door locks, have an old fashioned key override or keep a mechanic/locksmith on premisis 24 hours.
My key problems were very important and I will never stay at this hotel again and tell all my friends the same.
[This message has been edited by u600213 (edited 02-14-2003).]
In June 2002 I stayed for a week at the Doubletree IH35North in Austin TX. They use a credit card type of Key for the guest rooms. There is not old fashioned key for emergency use.
I returned to my room at 10PM the first night and my key did not work. I went to the front desk and they recoded it. Still didn;t work. They did it again and sent a security guard with me. Still didn;t work. Tehy sent the guard back with a pass key. It didn;t work either. They have a thing on the wall that looks like a little box with a glass panel in front. They break the glass give the guard the key from the glass box, we go back and that one doesn;t work either. They offer me another room and say they will unlock my room at around 830AM the next AM. I tell them this is unacceptable because I have to take my medicine before bed, and because I am speaking at a conference in the AM commencing at 8AM and will need to wear a suit and tie, not T Shirt and Levi's.
Tehy say the mechanic left at 8PM and they will call him from home. They give me a large quantity of free drinck coupons and invite me to wait int he bar. At around 1AM my room is unlocked. Mechanic tells me once I leave I will not be able to return to the room until the "rebuild the lock".
At noon the next day I go to the front desk, they say the lock is fixed and give me a new key. I go to the room and the new key doesn't work. I see a maid walking down the hall. I ask her to try her key. It works. I get her name, go back down to the front desk tell them its still broken and that Maria the maid has a pass key that works.
Three other people at the conference that I know of had similar problems.
So my advise is if you use cardkeys for door locks, have an old fashioned key override or keep a mechanic/locksmith on premisis 24 hours.
My key problems were very important and I will never stay at this hotel again and tell all my friends the same.
[This message has been edited by u600213 (edited 02-14-2003).]
Feb 14, 2003 | 12:32 pm
#3
FlyerTalk Evangelist
Join Date: Sep 2000
Location: OH
Programs: AA Lifetime Plat, Marriot Lifetime Gold
Posts: 10,003
1. Have you ever experienced any type of key or lock issue at any hotel during a stay?
One time checking into a hotel in Dusseldorf (I think it was the Hilton). I was given a room and card key to a room that was already occupied. Walked into the room and luckliy the other occupant wasn't in the room but all his stuff and clothes were. Didn't make me feel very secure when I finally got another room. One reason why the chain is always set when I am in the room
2. If you have experienced a key problem how significant is this problem in the overall satisfaction for your stay?
I'd say 6. Since I felt it affected my safety
3. If you did experience a key/lock problem, how many points would you deduct? 3-4
Key assist for a guest lock that does not work immediate assistance. less than 5 minutes
Additional pillows or towels 20 min
Room service 20-30 minutes depending on the dish ordered. a simple sandwich 15 mins, more elaborate meal, longer
Rollaway or Crib 20 minutes
------------------
I Love New York -- Viva Espaa
One time checking into a hotel in Dusseldorf (I think it was the Hilton). I was given a room and card key to a room that was already occupied. Walked into the room and luckliy the other occupant wasn't in the room but all his stuff and clothes were. Didn't make me feel very secure when I finally got another room. One reason why the chain is always set when I am in the room
2. If you have experienced a key problem how significant is this problem in the overall satisfaction for your stay?
I'd say 6. Since I felt it affected my safety
3. If you did experience a key/lock problem, how many points would you deduct? 3-4
Key assist for a guest lock that does not work immediate assistance. less than 5 minutes
Additional pillows or towels 20 min
Room service 20-30 minutes depending on the dish ordered. a simple sandwich 15 mins, more elaborate meal, longer
Rollaway or Crib 20 minutes
------------------
I Love New York -- Viva Espaa
Feb 14, 2003 | 12:51 pm
#4
Join Date: Jun 2000
Location: KEWR / SPG Plat, HH Diamond, DL Plat, ZE 5*, AA Plat, UA Nobody
Posts: 885
I had an issue once and it hade me raging mad. Around 11am or so at the Westin STL, with the dead bolt in use and the little lever lock engaged as well, two housekeepers entered my room while I was sleeping (in the buff!!!!).....I woke up and they were staring at me in all my glory....guess I kicked the covers off at night. Needless to say I did not pay for the room that night.
Feb 14, 2003 | 1:42 pm
#6
Join Date: Aug 2001
Posts: 3,673
1. Wrong key, disfunctional magnetic keycard (frequently balky reader in elevators with restricted access floors), other guest given key to same room, etc.
2. 8/10. I cannot bring myself to trust security in a hotel with key problems: highly detrimental to the enjoyment of a stay.
3. Staff rarely seems to know how to permanently fix 'technology' problems, which is understandable but not acceptable. I am unlikely to stay again in a hotel with poorly implemented electronic key systems, and will not stay again in a hotel with key mixups, regardless of compensation or reparation. Keys either work or do not work, with the second case pointing to management issues.
Acceptable reaction times:
- key assist: the time it takes to get from the front desk to my room (5 min. max)
- additional towels: 5 minutes if the full complement of towels was not in the room (the usual case), 15 otherwise. I would say longer, but longer has usually equated never in my experience.
- addt'l pillow: sometime before bedtime. During turndown service would be perfect, but hotels with such service usually provide plenty of pillows in the room.
- rollaway/crib: I would expect those to be in the room upon check-in, if previously requested; otherwise, as above.
2. 8/10. I cannot bring myself to trust security in a hotel with key problems: highly detrimental to the enjoyment of a stay.
3. Staff rarely seems to know how to permanently fix 'technology' problems, which is understandable but not acceptable. I am unlikely to stay again in a hotel with poorly implemented electronic key systems, and will not stay again in a hotel with key mixups, regardless of compensation or reparation. Keys either work or do not work, with the second case pointing to management issues.
Acceptable reaction times:
- key assist: the time it takes to get from the front desk to my room (5 min. max)
- additional towels: 5 minutes if the full complement of towels was not in the room (the usual case), 15 otherwise. I would say longer, but longer has usually equated never in my experience.
- addt'l pillow: sometime before bedtime. During turndown service would be perfect, but hotels with such service usually provide plenty of pillows in the room.
- rollaway/crib: I would expect those to be in the room upon check-in, if previously requested; otherwise, as above.
Feb 14, 2003 | 2:16 pm
#7
FlyerTalk Evangelist
Join Date: Jul 2002
Location: Still going through ORD security when boarding has already started
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As many here know I worked in the hotel industry for a period of time.
Just about every hotel (in N. America anyways) uses those key cards now. They are a constant source of problems. People's reactions that I've experienced are anywhere from "infuriated" to "couldn't care less." It just depends on the situation. The problem is that those keys get demagnetized very easily. For example if you slip them in with your credit cards.
I can tell you that where I worked, if a front desk agent gave a guest keys to an occupied room, they were immediately suspended. And repeat mistakes were grounds for automatic dismissal! Very serious safety, insurance, and legal issues are at stake, and the hotel stands to lose BIG TIME if they are sued.
I have had this happen to me, and I wouldn't stop staying at a hotel because of it, but I'm not the average hotel guest.
Let me know if you have further questions.
------------------
"I just wanna wish you good luck, we're all counting on you"
-Dr. Rumack
Just about every hotel (in N. America anyways) uses those key cards now. They are a constant source of problems. People's reactions that I've experienced are anywhere from "infuriated" to "couldn't care less." It just depends on the situation. The problem is that those keys get demagnetized very easily. For example if you slip them in with your credit cards.
I can tell you that where I worked, if a front desk agent gave a guest keys to an occupied room, they were immediately suspended. And repeat mistakes were grounds for automatic dismissal! Very serious safety, insurance, and legal issues are at stake, and the hotel stands to lose BIG TIME if they are sued.
I have had this happen to me, and I wouldn't stop staying at a hotel because of it, but I'm not the average hotel guest.
Let me know if you have further questions.
------------------
"I just wanna wish you good luck, we're all counting on you"
-Dr. Rumack
Feb 15, 2003 | 7:21 am
#9
FlyerTalk Evangelist
Join Date: Jan 2002
Location: west of DFW airport
Programs: AA LT Gold 1.9 MM flying my way to LT PLAT
Posts: 11,074
I've gotten good using key cards, but at the Hilton in Anaheim recently it was not unusual to see people having a lot of trouble. I never keep my key in my wallet. Perhaps that helps.
I have never had someone walk into my room with a key card while I was in the shower. But my valuables go into the bathroom with me. Along with a full set of clothes. I appreciate hotels that have a telephone in the bathroom.
I just stayed at a Radisson that was musty and dusty. That is a pet hate for sure.
I really enjoy top quality room service, but a major pet hate is when trays linger in hallways for a very long time. At the Mayflower hotel in Washington, DC, a party cart hung around outside my door for nearly 2 days! As I had the inconvenience of stumbling around it, I made sure that I had enough sodas and wine to see me through my meeting.
How about nightlights in bathrooms?
I have never had someone walk into my room with a key card while I was in the shower. But my valuables go into the bathroom with me. Along with a full set of clothes. I appreciate hotels that have a telephone in the bathroom.
I just stayed at a Radisson that was musty and dusty. That is a pet hate for sure.
I really enjoy top quality room service, but a major pet hate is when trays linger in hallways for a very long time. At the Mayflower hotel in Washington, DC, a party cart hung around outside my door for nearly 2 days! As I had the inconvenience of stumbling around it, I made sure that I had enough sodas and wine to see me through my meeting.
How about nightlights in bathrooms?
Feb 15, 2003 | 9:05 am
#10
FlyerTalk Evangelist
Join Date: May 2001
Location: MSY; 2-time FT Fantasy Football Champ, now in recovery.
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Posts: 14,813
About 4-5 years ago, marriott in suburban chicago. I got back to my room after a day of work and the card didn't work. Down to the desk, got a new card, that didn't work either. They sent someone up with me, they couldn't get in.
Meanwhile, my poor dog has been waiting for me in the room all day, probably needs to pee, and hearing us in the hallway, is gently pawing the door - "let me out".
Turns out the batteries inside the door that power the lock had jiggled loose. They sent me to the hotel bar for a complimentary drink, and about 20 minutes later, they succeeded in opening the door.
I figure, cr-p happens, no one's fault, they handled it well, my opinion of the hotel was not damaged.
Meanwhile, my poor dog has been waiting for me in the room all day, probably needs to pee, and hearing us in the hallway, is gently pawing the door - "let me out".
Turns out the batteries inside the door that power the lock had jiggled loose. They sent me to the hotel bar for a complimentary drink, and about 20 minutes later, they succeeded in opening the door.
I figure, cr-p happens, no one's fault, they handled it well, my opinion of the hotel was not damaged.