Thanks for all the questions. I hope that I haven’t missed any of the questions. Hopefully we can do this every so often.
How often do bed bugs happen? Would they have to close down the hotel?
I did not see the video that you mentioned but yes, bed bugs do happen. They have been around for centuries. There has been a resurgence over the last half century probably due to developing a resistance to pesticides and more international travel. I would say that in my experience we see them maybe once every two to three months. We do not close down the hotel. That would be a financial disaster and really not needed. We close off the room and if the rooms around are not rented we will put them out of order. If they are rented we wait until they are vacated. Most times we haven’t had them spread to the next room but to be safe the exterminator will spray all surrounding rooms just in case.
Have you ever snuck up and took a nap in a room?
No and it really never crossed my mind. However, I have known of an employee that did and they were fired. If you ever think you aren’t being watched in a Las Vegas resort, you are. I had security follow me into an employee only area because I wasn’t wearing my ID and the new surveillance guy didn’t recognize me.
Have you ever hooked up with a customer?
No, I am married and committed to her solely. Have I witnessed it? Yes. Have I been approached? Yes. Is it a bad decision? Yes. We have some guidelines and written and unwritten rules depending on the hotel. It can just get real messy. Something that should be avoided.
Have I took home baby shampoo?
I am going to assume that means, have I taken home hotel property? I have occasionally used hand moisturizer and sometimes a pen or pad make it into my pocket but stealing is against the law and I am not going to risk my job over some trinkets. If you get a bad name in the hotel/casino business it is hard to get another job.
Do I get free rooms?
Depending on the hotel, you may not even be able to stay in the hotel you work in. I have never been able to get free rooms. Best I can usually get is casino rate. Personally, I like where I live. I don’t see the need to stay in a hotel in Las Vegas. I spend the night on the town and make sure I am sober enough to drive home or have a designated driver.
How does the $20 trick really work and is it as successful as it was before?
I have discussed this before and it is really my least favorite question. Please read my blog, “Dealing with the Front Desk”. In summary, know what you are asking for as an upgrade, tip for service not for expectation, have realistic expectations and if you want something specific just book it.
Am I less likely to be offered upgrade options if I’m staying for a longer period versus a shorter stay?
Depends on the upgrade and what kind of player you are. Strip view, corner room, near elevator, away from the elevator are easy ones and can be accommodated on longer stays. Want a presidential suite for a week… probably not unless you are a diamond player or we are really slow for the week. Easiest way to get an upgrade, book on a busy time for a cheap room for a few days. Hope that room type is overbooked, we have to put you somewhere and usually it will be an upgrade.
Do celebrities really use fake names when they check in or are they using VIP check in to avoid people?
I have checked in celebrities or famous people and they have used their real names but they are NRG (non registered guest), we don’t tell anyone they are there. Most of the time, their manager and our manager or VIP host have an agreement and they pick up the keys from the office and go to the room. I can’t say that I have checked in any A listers but I have interacted with various forms of famous people and haven’t encountered too many that are pains.
Has your property ever oversold like United, if so what happens?
Yes, we oversell as much as we can within reason and depending on what is going on in town. Very rarely will everyone actually show up. Plans change, deposits get declined, a lot of times, comp rooms no show. On the rare occasion that we oversell and everyone shows up, the left over guest will get “walked”. That means we find alternate arrangements with a sister hotel or another hotel of similar or better rating. We do our best not to move a guest to a lower property. We cover their bill and usually give them some sort of bonus like a food comp or some free play. This happens more in other cities because we do our best to control that situation.
Are courteous guests likely to get upgrades/comps when available or is it only people who spend tons of cash?
If you are dealing with me and want a comp or upgrade you better be courteous and nice or “you ain’t getting shit!” I will put up with stuck up and entitled guests but you aren’t getting the upgrade or anything from me unless management is telling me to do it. Being nice and interacting with me is a great way to get something if I can do something.
Any really big room bills you have seen from the mini bar or room service?
The people that abuse things like that are usually the guests that are getting comped, in my experience. Then again, I haven’t worked at a 5 star place in Las Vegas either. I did see a couple come in for 2 nights and get $400 in food comps and go over by $200 before they even checked out.
How much harder has it gotten to be you since the advent of the “Third-Party” reservation system? I hate all of them and don’t understand why they are even allowed at some of the better hotels.
Ok, the wholesalers… as an assistance to the hotel, itself is a good thing. To the hotel clerk, it is a bit of a pain.
Most hotels use the wholesalers so that they can save money on paying employees to take reservations and it is easier advertising and comparison shopping with other hotels. So it has value. The hotel saves money and the guest saves money. Btw, the dozens of different sites are primarily owned by the same few companies. Go to hotels.com or expedia.com and you are paying the same company.
Where is goes wrong for us and makes things difficult. A lot of times the wholesaler doesn’t openly display the resort fee, security deposit or other extras as well as they should. They just want the money and don’t care about the check in (my opinion). They also don’t always send us the right information which causes delays at check in. Finally, book through a wholesaler and we can’t change that reservation at all. You have a change, call the wholesaler and then they will contact us to change the reservation.
Ever shown up at a hotel andt hey didn’t have your reservation? I bet you booked with a wholesaler. You see, they have to upload it into our system or send some sort of communication to us for our reservation department to add it (depends on the hotel setup).
I enjoyed getting these questions and answering them. I hope I didn’t miss any.
Thanks again for reading. Your support means a lot.