Welcome Flymark-
Spotters are required to use and then critique every service of the hotel. Therefore, they typically, make the reservations themselves, use the hotel's car service or shuttle service from the airport, check luggage with the doorman, use room service, the spa, the health club, the concierge, the restaurant, the bar, etc, etc.

"Catching" a hotel spotter is like a game. As I mentioned before, any hotel employee who correctly guesses someone is a spotter, usually gets a cash reward. Hotel spotters are getting more and more sneaky, as hotels have started catching on to their typical behavior.
Hotel spotters have some giveaway characteristics, besides using all of the facilities of the hotel:
-They always travel alone
-They use the employees names a lot (these names are used in their reviews)
-They ask a LOT of questions *** (this is a key spotter giveaway)
-They may create problems out of nothing, just to see how the hotel solves them.
-They ask for "favors" to see how far out of their way hotel employees will go to help them.
-They take notes
-They are a big pain in the ... http://www.flyertalk.com/travel/fttr...orum/smile.gif




[This message has been edited by g_leyser (edited 09-20-2002).]

The second story is up. Enjoy! http://www.flyertalk.com/travel/fttr...orum/smile.gif

http://www.flyertalk.com/travel/fttr...ML/008263.html

Oftentimes long-haul flight crews stay at relatively upscale hotels away from base, e.g. a downtown Hilton or Sheraton, even though lesser but perfectly acceptable accommodations are available.

Is this a 'push' factor motivated by airlines' concern for their crews' morale or union agreements, or a 'pull' factor where hotels vie for an obviously very steady client base, even at low rates?

While a business hotel's image might benefit from this, and a luxury hotel's suffer, how does an upscale hotel deal with the perception some of its rooms are being sold below market price? Are those rooms taken on a double occupancy basis? Obviously groups have a similar effect, but usually seem headed for lower-end hotels than crews.


Thank you again for all of your insights.

I'll certainly second this advice. The valet parking service at the San Jose (CA) Fairmont lost the key to my 3 week old Porsche 911 a couple of years ago while my car was parked there for a few hours. Needless to say, I was more than a bit ticked off. Since my company had rented ALL the public space in the hotel, plus about 50% of the rooms for a major corporate event, I was able to get a reasonable level of service from the hotel management, but it was still a real hassle getting cabs home to get my spare keys, back to the hotel, and then getting Porsche to cancel the missing key and create a new one. Since whoever had the key certainly could have had access to my address (registration in the car, etc), I figured to be safe I had to assume evil intent, even if the keys had probably just been lost in someone else's car. I still valet park, but caution is DEFINITELY good advice.

bob

Just discovered this topic today, and it's been great reading!

Here goes:
1)How often are the following hotel items typically cleaned:

Bedspreads
Blankets (already on the bed)
Carpeting in guest rooms

2) What would be reasonable compensation to request from a mid-scale hotel when a guest gets a skin infection from their Jacuzzi? My doctor took one look at me and asked, "Have you been in a hot tub lately?" I waited a week for guest services manager to return my call, she apologized, claimed they fired their pool service, and promised a voucher for a free night would be sent. A month later it has not arrived, I really don't want to stay there again, and would like at least a refund of my room rate. Sound fair, or should I ask for more?

Thanks much.

Hi monahos, sorry it took me so long to reply.
I would say that this is definitely more of a "pull" factor.
Flight crews are able to stay at "nicer" hotels because they have dirt cheap negotiated rates with these hotels. The hotel and airline industries are knit tightly together. There are all kinds of different partnerships between the two. For example a Sheraton may be included in United's travel packages which UA advertises on their websites. In return Sheraton may offer United very low corporate rates.
There are a lot of "I scratch your back, you scratch mine" type deals. It should be noted that car rental companies are also included in these partnerships.
In answer to your questions these rooms are on a single occupancy basis as flight crews rarely (if ever) share, and offering double occupancy encourages abuse of the corporate rate. I.e. off duty FAs coming in with their husbands/wives and demanding the airline rate.
Sheraton and Hilton are the highest rated hotels that will ever have these partnerships. Five star hotels (Ritz, Four Seasons, etc.) will never have flight crews in the hotel.
These partnerships are obviously important and valuable to a hotel chain. However, to be honest, as far as lower management and staff are concerned, airline employees are not always so welcome. Airline employees have a reputation of being demanding and difficult, for whatever reason. I am not saying I agree (I have never worked at a hotel that put up flight crews) I'm just telling you how it is.
Thanks for the good questions. http://www.flyertalk.com/travel/fttr...orum/smile.gif

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"I just wanna wish you good luck, we're all counting on you"
-Dr. Rumack

Hi SPort, sorry its taken me so long to reply.
1) I believe someone asked about blankets/bedspreads earlier, and unfortunately I don't know exactly. I would imagine that a nicer hotel would clean them at the very least once or twice a month. A lesser hotel... maybe never?
As far as carpeting is concerned, they are certainly vacuumed everyday as part of the daily housekeeping service. In the five star hotel in which I worked, steam cleaning was a constant process. But on an individual room basis it worked out to be once every 3 or 4 weeks, or if there was a severe stain.

2)Yikes! Sorry that happened. Hot tubs/jacuzzis are a dying amenity in hotel rooms for this reason, as well as the expense in upkeep. In fact it is against the law in some cities to have hot tubs in hotel rooms.
It doesn't sound like you are getting very good service from these people. I would call back and tell them exactly what you just told me. You don't want to stay there again, and you want compensation. Maybe mention how much you paid for doctor's bills (if that's applicable) as a direct result of their Jacuzzi.
You have the upper hand here as you have not received your promised compensation yet. Hopefully you still have the name of the person you spoke with. I'm no lawyer, but I suppose you could sue, but that should be a last resort. I would be firm, but polite. Good luck!!!
If you don't mind me asking how many nights, and what room rate you were charged? Is this a chain or a private hotel? Do you have any status? These are all factors for what is appropriate compensation. But I would say you are most certainly entitled to some form of compensation. You may e-mail me privately if you don't feel comfortable posting.

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"I just wanna wish you good luck, we're all counting on you"
-Dr. Rumack

Hi g_leyser, I really enjoy reading all the usefull and interesting information you provide to us. I've been reading them for a while now and recently something came up that I would like to ask your expert opinion about.

Last week I used Priceline.com for the first time and booked a room at an upscale Hilton hotel (for six nights). The rate I got was very good (less than one third of what Hilton offers on their site, less than half of what I found elsewhere on the internet).
I'm sure that the hotel is aware of what I paid, so I was wondering if this in any way will affect the service I will get (possible upgrade etc.).
I'm a HHonors Silver VIP, so I called the hotel to make sure they have that information (also to double check my reservation came through: it is my first Priceline experience).

Can you give some information on how hotels deal with different rate paying customers in general and possibly with Priceline customers in specific?

I've looked for this information elsewhere, but all the experiences I read are from travellers, not from hotel staff, and most of them are very subjective.

Thanks a lot.

This has been a really interesting thread. Thanks g_leyser for starting it.

Would also like to chime in with my thoughts on flight crews and hotels.

I spent two summers during college working as a concierge at a high-rated hotel that hosted flight crews from a certain European country.

Sorry to flight crews out there, but I totally agree with g_leyser's statement. All the staff (as well as other hotel guests) hated the airline crew with a vengeance. They wholly deserve their reputation as being rude, demanding and difficult.

Obviously, I'm sure these are the black sheep in the industry, and there are certainly lots of well-behaved crew members. The hotel and I just didn't have the good fortune of meeting the latter.

Now some of my personally-observed antics of ill-behaved crew: A whole group of crewmembers getting very (very) drunk in the middle of the day, stumbling into the lobby singing (oh I mean Screaming) an
unintelligible song, and then jumping onto the lobby's grand piano and stomping up and down ON the poor instrument. Repeat in the evening, at night and at all other hours. Other favorite 'hop-on' spots include the reception desk countertop, and the duty manager's desk. Sneaking onto the 'club floor' for free snacks and drinks and are belligerent when found out and asked to leave. Smoking in non-smoking areas and spews smoke and $#@!&%@! when asked to either move to designated smoking area or stub out cigarette.

In addition to each crewmember getting their own room, the hotel also provided the crew with a 'crew room', where they could gather, snack etc. Woe beholds the poor hotel guest who gets to be on the same floor as where the crew room is. While we try not to place hapless guests on this floor, sometimes due to overbooking or poor rooms allocation by the rooms division, it happens. The hapless guest won't get a good night's sleep, will call the front desk at midnight, 2am, 4am, 6am (you get my drift) for assistance in shushing the merry folks living it up (and loud) in the crew room. Of course, try as we might, the noise goes on. Front desk staff (including myself) will get a earful from General Manager the day after as hapless guest (rightly) lodges complaint.

As staff, we have always been amazed at the lack of goodwill or understanding by the very same people who work in the same industry - service - as we do. The very lack of courtesy and consideration is particularly apalling. If this is the innate behavior of flight crews off the job, perhaps we can now understand the similarly sullen 'service' we get onboard.

Given that the negotiated contracted crew rate was 25% (!!!) of what the average corporate traveler paid, I do wonder why the hotel ever put up with them.

Even after all these years, I'm fuming as I write. Maybe I need therapy. http://www.flyertalk.com/travel/fttr...orum/smile.gif

Hi ql-
The rate you are paying should not affect in any way the service you receive during this stay - or any stay at any hotel for that matter. A good hotel should not under any circumstances change their level of service based on a guest's room rate.
As far as your status with HHonors: you should still receive the amenities of Silver membership (free health club access, etc.), however Priceline.com rates are NOT point earning with HHonors, I'm afraid.
As far as upgrades are concerned, I was under the impression that you had to have gold status to get free upgrades at Hilton, and because you are staying for 6 nights and paying so little, I'm afraid your chances are pretty slim. But, since the hotel is giving away such cheap rooms on Priceline, that would indicate to me that they are not expecting to be full.
Like I always say: it NEVER hurts to ask.
Good luck! Thanks for the question and kind words http://www.flyertalk.com/travel/fttr...orum/smile.gif


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"I just wanna wish you good luck, we're all counting on you"
-Dr. Rumack

Pumpikin: It is my understanding that hotels do NOT know what you paid for a Priceline stay. The hotel's GM would know what PRICELINE paid the hotel for that stay but not what the guest paid Priceline. It is also my understanding that the front desk person and the other hotel staff that interact with the guests know only that the stay was a PRICELINE stay and know neither what the guest paid Pricline or what Priceline paid the hotel.

I once was asked by a front desk staffer what I paid Priceline just because he was curious about the service and how it worked (Priceline was new at the time). He was not asking in order to determine what level of service to give to me.

g_leyser,

Thanks for the reply. The reason I asked about the carpeting was that I stayed a nice beach resort and all other aspects of the room were acceptable, but after walking around in white socks, I could tell how dirty the carpeting was!

Regarding my other question, I should clarify that the Jacuzzi was part of the pool complex, not an in-room type. The hotel is part of a chain and I do have status with them.

[This message has been edited by SPort (edited 09-30-2002).]

If you want an insider's view of what goes on with flight crews outside the plane, read Elliot Hester's book.

I've got a question about "corkage" fees. I've stayed at a few hotels where one way or another there was some mention of a "corkage" fee if you brought your own liquor to your room. (The only instance I can remember the specifics of was a Sheraton in YYZ around New Years where they had signs up at the front desk; it was like $15 for wine/champagne and similarly expensive for the right to bring beer up to your room. I've seen signs and stuff in other hotels, but I can't remember where...)

Anyway, know anything about this? I'd pay it when hell freezed over.

There are also some restaurants with a similar policy; anyone ever refuse to pay one?

d

I think is true, generally. But on a recent Priceline stay at the Hilton Chicago, not only did the check-in people clearly see what I paid for the room, it was indicated right on my folio/bill (as already paid).

There has been substantial discussion about late checkout. Mine is about early check-in. Very early.

After an overnight flight, I will be arriving at a hotel in Orlando about 9:30am. Any advice about getting an early check in so that I can rest up? I assume I could pay for the night before but that seems rather expensive. Do hotels ever offer a discount for the previous night in these situations? And how do I guarantee that they do not consider me a no-show if I do pay for the previous night?

BTW, the hotel is a not a chain so I have no status.

Thanks. This is a great thread.