Hi sf-
Although one of the hotel chains I worked for DID have a frequent stay program, it was not point-based like HHonors or Priority Club, etc. It was based on number of stays and nights and you could not redeem for free nights - once you reached a certain level you were entitled to upgrades, late checkouts, etc.
So, unfortunately I don't have any first hand experience with this topic.
I would assume that if it is a franchised hotel chain there would have to be some sort of reimbursement, as opposed to a corporate chain where all the money goes to the same place - eventually. That's just a guess. Please chime in if anyone knows more about this. Great question, I'm interested to find out the answer myself!

Wow! Fantastic thread, g_leyser, thanks so much!

I'm curious how extensive guest history systems are at both 5* and 4* hotels?

Who has access to the information?
How prominent is the info during various encounters with the staff (Do they have to search for it, or is it on every chambermaid's duty list for the day?)

I ask because of 2 different experiences:

1. Just this week, I reduced my tip on a room service delivery at the New York Hilton when delivery was slow and the server slightly gruff (I think I tipped 10% or so). On my next room service delivery was stamped "May we suggest a traditional 15% gratuity?" I'm curious if I was profiled or just got a server who hustles for his tips.

2. Let's just say that I had a bit of a scene at the Trump International hotel last year in the wee hours of the morning in which the desk staff had to intervene in a dispute with a cab driver. I'm too mortified to return, but I'm curious if I did what kind of account might exist, and who would see it.

Reading these sound horrible, I'm actually not a difficult guest! I usually tip well (including housekeeping - daily), but these two incidents stand out and I'm curious what went on my "permanent record!"

Yes. Take a look at the Starwood forum under FT Miles, for example: a lot of recent discussion about the award cancellation policy, in which the topic of reimbursement comes up.

Also, sometimes the rate paid by the frequent guest program to the hotel for an award stay is shown as the "rate" on the hotel folio. Example: A rate of $60.55 was shown on my free Friday and Saturday award at the W Seattle (a hotel that normally charges rates in the vicinity of $200 or higher). This seems to indicate that the reimbursement is at "wholesale" rates rather than "retail."

Kathy

Hi robb-
Guest history systems can be VERY extensive. I can recall lots of details (some of which I posted earlier). At some hotels you can go back through the list of guests as far as 2 years back or even more. Some systems (the good ones) will link a reservation to the person's history and all their previous comments and info. will pop back up. It is the reservationists job to keep or delete the useful or non-applicable info., respectively.
Only certain people should have access to the guest history system: front desk, reservations, concierge, and managers. Regular staff from other depts. should not, and this info. is most certainly not given out unless it is critical. (For example, "guest is handicapped").

1) This is one of the most ridiculously unprofessional things I've ever heard. Was your bill actually stamped with this or was it written on? And it wasn't there the first time? I suppose if it was a stamp they could have it for foreign travelers not familiar with tipping, but I still think this is ridiculous. If the server wrote it on there then he should be dealt with. If it was written on there in response to your 10% tip then this is even more ridiculous. I don't want to start a tipping debate, but if this is how aggressive this hotel is going to be then they should just put an automatic gratuity like many hotel room services do. I doubt this is in your guest history, but it seems like they may have flagged you as a bad tipper in room service. I have never heard of this happening before. I'd be interested to hear more details about this.

2)uhhhhh....I don't even WANT to know what happened. But, if this hotel has a guest history system then I would say it is more than likely that it is noted in your file. If you don't return within about 2 years of this incident, then your record will probably be erased.

Hope that helps. Interesting story.

Thanks Kathy, great info.! This explanation certainly makes a lot of sense.

It was stamped on in red ink directly over the area to fill in tip, total and sign, and it was definitely not there the first time. I have no idea if I was profiled or not, but it did annoy me.

I am legendary for my "interesting" cab driver stories! I have a special kind of luck when it comes to cabs.

OK, I'll tell this one. In this instance, I hailed a cab in Chelsea, maybe 40 or 50 blocks from my hotel. The cab had a partition that was installed particularly far back, as I could barely squeeze in there (I'm 6'5"). A few blocks into the ride it's clear that I'm not positioned right, as my legs began to cramp up and it was hurting. I asked the driver to pull over so that I could get out and get back in a different way to fit in, and HE REFUSED. He kept saying, "we're making all the lights," and "we're almost there" (this was maybe 25th street when he says this - 35 blocks away). I end up screaming for him to pull over as it hurts and he still won't. When the cab stopped at Columbus circle for a light, I immediately got out and started walking away, screaming at him for kidnapping me. He gets out and starts to chase me, and I run into my hotel trying to get away from this crazy *******. (I was embarassed before, but I'm getting upset again as I tell the story). He's yelling at the doorman (who did block him from getting in) that I owe him his money, and I have no intention of paying.

The desk clerk did talk to me say that I was their guest and they would certainly do whatever they needed to do for me, but that the driver was going to call the police. I wish I would have called them myself, but I couldn't imagine causing any more of a scene in the hotel (at least no other guests saw any of this). So, I went out and threw the money in his face and went back in. I only wish his cab which had been sitting at Columbus Circle with the door open all that time had been stolen. I'm now shaking again with anger at the memory, so I better stop retelling this one.

At any rate, I can never go back there, but I was curious what people would read about that if I had gone back, and what the ramifications of that knowledge would be. Would I simply be told the hotel was full for whatever night I tried to book? Would I be treated badly, watched closely, etc?

Those of you who have enjoyed this thread, as I have, may also find it interesting to read these tips from a former hotel general manager: http://www.msnbc.com/news/789344.asp

Robb - what an ordeal, sorry that you had to go through it. My parents got a bad driver last year; he took them to the wrong 11th & 4th (despite them telling him multiple times he was going the wrong way and to the wrong intersection). When they finally got to my apartment, they didn't give him a tip and he got furious and started to get out of the cab. My parents know how to deal with people, so they put him back in his place and called the Taxi and Limosine Commission on him who were really responsive and helpful. They even offered to get him a refund for the cab ride.

If anyone ever gets a cab driver like this, just get his medallion number and report him.

I got a jerk in Vegas a couple weeks ago who was smoking up a storm in the cab, then got pissed when I only gave him a 90 cent tip. I don't mind smoke, unless it's 115 degrees and sunny and you can't breathe. Anyway, I'm sorry I didn't ask him for the money back so that I could "recount" it, at which point I would have walked right into my hotel and let him eat the fare. I'd probably pay if the cops came and told me to; but he'd have wasted an hour of his shift trying to collect.

d

Awesome thread GL!

Question: I'm HH Gold and MR Gold. Over the years I've noticed that various properties within the chains are somewhat inconsistent applying the benefits associated with these levels. Specifically, three things:

- "We never upgrade people for free here. If you want a room upgrade, you can pay for it." (Very different from "We're sold out and can't offer status upgrades tonight.")
- "We don't let people on the Executive Level unless they are staying on that floor."
- "We don't give out any free breakfasts or health club access here. You have to pay for it." (Hilton)

I'm talking exclusively about Marriott and Hilton properties located in the US - not international properties where the rules are probably different.

What latitude does an individual property have in voiding parts of the chain frequent-traveler program on a whim? What should I do if I get this response at the front desk? Be prepared to whip out the fine print about the program?

I have an upcoming honeymoon stay at the Hilton Waikaloa Village. From reading the HH board, it sounds like a lot of Golds arrive to find themselves in a confrontation with the front desk people about upgrades/lounge access. I don't want to start my honeymoon that way! If the hotel is full - fine. But what should I do to at least ensure that I'm treated fairly?

Great link jakeman-
It was comforting to see that this ex-GM's comments are consistent with mine. I would certainly agree with everything he's said. Just one thing to add: In my experience a 5 (or even 4) star hotel would NOT sell you an "out of order" room at all. You probably don't want this room anyways, its out of order for a reason.

This seems to be more and more common in the post-9/11 hotel world. The reason this happens is because each Marriott or Hilton is compared with all the others for room revenue, food/beverage revenue, etc, etc. Sometimes upper management gets very driven to outdo the competition, and consequently "tightens up". If it sounds childish, that's because it IS childish.

That being said: Is this right for them to do this? Having not worked for either Marriott or Hilton, I don't know for certain, but I can give you some advice:

1) Read the fine print in your membership book. Check if there is something that says "only at participating locations" or something to that effect.

2) If you plan on staying at these locations again, write a letter to Hilton/Marriott and tell them what happened. You will get a response in writing. If they admit that the hotel was wrong, now you have written documentation to show them on your next visit. (Oh they will LOVE you at the front desk when you whip that letter out.)

3) Before you show up at the hotel and whip out your letter, do your homework. Call the hotel reservations right before you check in. Pretend that you are calling to see if you can PAY to upgrade your room. Ask pointed questions: "Are there A LOT of larger rooms/suites available?" "Is the hotel very full tonight?" (I've actually seen guests do this on their cell phones in the lobby of the hotel!) If they tell you that the hotel is empty and there are plenty of rooms, you will know they are BSing you when they deny your upgrade at check-in. Remember to check availability for ALL nights of your stay. The hotel must be emptyish for ALL nights for you to get an upgrade.

4) BE NICE! If the front desk agent lies to you, just ask for the manager, don't take it out on the agent, they are just doing what they are told. Keep in mind that the advice I've just given you is pretty aggressive and you are not going to make any friends this way. Obviously none of this will matter if your letter from Hilton/Marriott tells you that the hotel legitimately denied you your benefits.

Very interested to see how this one turns out. Do keep us posted! Thanks for the interesting questions. Good luck!!

Ok everyone-
As I was laid off last week, I have been able to compile a few war stories from my hotel days, as several people have asked me both on this thread and by e-mail.
However, before I post them I need some legal advice: Many of these stories involve celebrities. What legal implications are there for me if I use their real names? Could I be sued for libel or something like that? I don't want to turn this thread into a gossip column. Your feedback is appreciated.
And feel free to ask anymore hotel questions you may have.

Sorry to hear you were laid off.

You could start a new thread to post the stories and not be specific with their names. Maybe you could just say, a certain rock star, actor, etc. I've heard so many stories about celebrities suing over things like this that I wouldn't risk it.

--Greg--did you ever sign a confidentiality agreement with your employer?--

Whether or not you decide to share their names -- I certainly hope you decide to share the stories! http://www.flyertalk.com/travel/fttr...orum/smile.gif I'm looking forward to reading them.