but if you don’t plan ahead, you get what you book.
I am not sure whether it was in my Q&A post or if it was during my conversation with VegasFanboy but I remember saying that if your vacation depends on a certain type of room make sure you book that kind of room. Apparently this guest didn’t get that message.
Guest: I want room type A on a high floor.
Me: Your booking is for room type C and the best I can do right now is a mid level floor. If you need a higher floor it will probably be another hour before those rooms are clean.
Guest: but I always get room type A.
Me: Let me pull up your past reservations…. Yes, it seems that the last 3 times you were here, you booked a type A room twice and the other time you were upgraded to a room type A because we were oversold on room type C. If you want a room type A then you would need to pay a $25 per night upgrade charge.
Guest: but why should I pay an upgrade charge for a room I always get?
Me: because you didn’t book that type of room.
Guest: I am not following you.
(I casually smile, take a deep breath and bang my head against the desk)
Me: You see, when you make a reservation for a room, you select a room type. We reserve that room type for you. If we oversell that room type you can get a free upgrade. Tonight, we have not oversold the room type YOU selected, so unless you pay an upgrade you are in that room.
(so they end up speaking to the manager and I begin to check in the next guest. The manager sides with me and sends them on their way. Of course, at the same time they are leaving the desk, I am giving directions to a room type A room to the couple I am now checking in. They leave the desk and the other guest comes back at me.)
Guest: So how much did they pay for their room?
Me: Ma’am, I am not going to give any information to you about another guest.
Guest: I bet you gave them my room.
Me: Ma’am, it would be impossible for me to give them your room because they booked a different room type than you. A room type that you can have for an upgrade charge or again, by actually booking that type of room.
(she storms off)
I think it might be time for another Q & A, so send in your questions as a comment on this post and I will put something together in a couple days.