Ok, so we have a bunch of questions that have come up in the last week so let’s see what we have. Remember, I can only answer questions based on my experience or from speaking to other desk clerks. Anything really specific should be asked directly with the hotel you are booked at.
First off we have a non-hotel question. What are some really good and popular blogging websites?
Well, on the top of the list I would have to say WordPress, which is what I use. It is highly functional and I use the free service. There is a pay service but so far I am very happy with this. I am not that knowledgeable on html or other web publishing stuff and this site makes things very simple. Blogger, Medium, Wix and Weebly are other ones I looked at before choosing WordPress.
My wife and I had a bed bug experience at a south strip resort. The front desk and management handled it perfectly with independent lab testing to verify the bedbugs, dry cleaning, new luggage, different room, resort credit and future comps. This all was granted without us getting upset but rather just informing them of what we found and requesting a different room. It seemed that this resort had a “play book” for this type of incident. I have shared this story with other people and they have had bedbug experiences also and didn’t get nearly the care and credits we did.
Do resorts have policies and procedures for these incidents or is it handled ad hoc? Would our experience have been different if we had called yelling and screaming about the bugs and demanded comps?
They definitely handled the situation well. My management probably wouldn’t have done all those things but there are certain things that are automatically done. We definitely get you into another room immediately. Then we have someone inspect the room and get the lab involved and get the room cleaned throughout. We generally will close the rooms around the infected room and inspect and clean them as well. These are all standard procedures. As far as new luggage and cleaning of clothing. it really depends on the issue. I have never seen new luggage given. A resort credit is fairly common as well.
As far as your reaction, it goes different ways. We love to see your type of attitude and we love working with people that have your attitude. You are definitely going to get our empathy and support. We will remember you next time and definitely take special care of you. If you are yelling and abusive. Well you will get the same treatment because of the bugs but we are also going to note on file (some of the time) that you are a real pain in the ass and you might not get the same care depending on the clerk. I get a lot of repeat customers and I also read the profile notes on guests. Treat me nice and I will be your best friend, treat me wrong and well, hope I am in a good mood when you come back.
We didn’t put the bugs in your room and we know how we would feel if we checked into a room with bugs. We also have procedures and you calling me names and yelling doesn’t change what I do to remedy the situation. It does affect how you might be treated afterwards.
Can you give me your general thoughts on 4 people in a room instead of 2 people? Aren’t there usually additional charges for the 3rd and 4th people? Also, general thoughts on rollaway beds.
My general thought is I don’t care. I often giggle about the person that books a room with one or two beds and try to be slick checking in when I see the other 2-5 people trying to “sneak” into the room.
Now just because I don’t care doesn’t mean the hotel doesn’t care and they want the rooms charged accordingly because the room rate is based on double occupancy. If I see it abused I have to ask them about the number of people in the room. Housekeeping also keeps an eye on things and records extra towel and blanket requests. You are signing a contract when you check in. You are saying there are only 2 people in the room. You break the contract and the hotel can charge you more.
As far as the rollaway bed… it is probably the least comfortable thing to sleep on outside of an air mattress (and maybe a couch). It is not a bed, it is a cot (in my experience). It is a chargeable upgrade. Sometimes I charge it. sometimes I don’t. Book a room for 3 people and say you want separate beds. I will generally put one in free of charge. Be rude or nasty and you are getting charged or maybe we don’t have any left 🙂
Is there a way the front desk can set it so the room charge can’t be made? Say, I’m traveling with some friends as well as friends’ friends that I don’t know well. I’m paranoid that someone will charge something to my room while I’m drunk. Is it a thing to request to not take room charges?
Absolutely, it is usually just a click of a button. We can deny charging, we can limit who has a key. We can limit who can check in or make any changes to the reservation. It would make my life easier if more people actually did that so we don’t have so many disputed charges.
A couple questions about the likelihood of a room upgrades (all other things being equal):
1. Does it make any difference whether we are checking in early, at the regular stated time or later in the evening?
2. Does it make any difference if we have booked through the hotel, a third party vendor, or are on a hotel comp?
1. Depends (sorry). Earlier in the day we have more play with rooms. Later in the day, we might be in a position that we have to upgrade people when the basic room is oversold.
Then there are some days when we are not upgrading anyone (well almost anyone) and then there are some days when a third of the rooms are upgrades.
2. If you book through a third party you are probably less likely to get auto upgraded. It also depends on the price you are paying. If you are paying $30 for a room and another guest books the same room at $60, I am more likely to upgrade the higher priced guest.
I am always looking at who is coming in and who they booked with before deciding the auto upgrade.
Now, the tipped upgrade is completely different. How nice are you to me? How are we situated for rooms? Oh, and never walk up to me and say something like, “So get me a upgrade will ya?” or “I want a suite with a view on a high floor” when you booked a run of the house from a website for half price.
Could you give us some insight into your typical day of a Front desk clerk. Do you have a meeting before you start for the bookings for the day and the week? Do you only work one shift or do you have to rotate (ie do some graveyard shifts)? Has the record visitation numbers and the shift more to conventions and non-gambling customers changed your job, for good or bad.
We do not have meetings each day. We do have a log book and another book regarding policy changes that I read through when I get on shift to see if anything has changed. Most of the time I work the same shift. That does not apply to everyone. I have seen people work day shift one day and swing shift the next and finish the week two days later on graveyard. It really depends on the hotel and your experience. You generally have 3 main shifts and then people that are split shifts that cover lunches and breaks. You also have 3 types of employees, full time, part time and board or on-call that don’t have regular shifts. Generally the big resorts have the board or on-call staff.
Although it takes time away from my family, my favorite shift is swing shift. I get to check in more people and deal with guests when they are at their happiest… just arriving.
As for the shift between the gambling and non-gambling guests. I can’t really speak on the shift because I wasn’t working in Las Vegas several years ago but I can speak to the difference in guest type.
Gamblers want free stuff and some comfort in their room. I repeatedly see guests get comped rooms and a couple hundred in free food and they are still asking for 20% off the buffet or a line pass to a club. They are also pissed off at every fee.Take the free stuff and be happy.
The non-gamblers don’t care about the fees because their bosses are flipping the bill. They do want to know about all the amenities and want a room that conforms to what they need. They want a work station, room service, a gym open 24 hours and a quiet room because they have to get up at 5am.
Both can be great. Both can be pains. You just have to listen to the queues they give you and hope for the best sometimes.
If I make a reservation under my name with my credit card, and also my brother’s name on the reservation (before either of us arrive), can my brother check in with a his credit card?
At my hotel, yes and I would assume at most hotels, as well. It would be best to check with your hotel. They would need to have their ID and credit card and be on the reservation.
If I book with a third party website can I get a AAA or military discount at check-in?
I have to admit that this is my question and not someone else because I am tired of this question at check-in.
No, you cannot get a discount for one simple reason… YOU ALREADY PAID FOR THE ROOM!!!
What do you want me to discount? There is nothing to discount because you paid for the room already… and already got a discount from the third party.
Oh, and if you booked through the hotel. Ask at the time of making the reservation. If we have those discounts and you didn’t get it done at reservation, then we have to change the billing codes at check in to put the discounts in. This slows the check in process. Ever been at a grocery store and someone is paying by check and they don’t have anything ready when they get to the cashier? You just did the same thing.
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