I understand the concept of asking for help when you are not sure of how things work. In fact, I applaud people who ask for directions and realize their limitations but at some point in life you need to be able to do things yourself. Lately, there as been a rash of problems with another person making a reservation for the person that is checking into the hotel. I also want to mention that these guests weren’t kids checking into a hotel for the first time. These are all people who are at minimum 30 years old up to 50 years old. This shouldn’t be their first rodeo.
Guest: My name is John Doe, I have a reservation.
Me: Yes sir, I will need identification and credit card.
JD: (hands me the cards) My brother booked it for me. He used website.com
Me: I don’t seem to be able to find the reservation. Do you have a confirmation?
JD: Yes, here it is. (hands me his phone that has an email opened.)
Me: Sir, this shows that the reservation is for Steve Doe.
JD: Yes, that is my brother.
Me: Is he here?
JD: No, he is in California. It’s a reservation for me, he just made the reservation.
Me: and he made the reservation in his name. I can’t check you in.
JD: but I need a room.
Me: Call your brother and have him contact website.com and change the name of the reservation and then I can check you in.
JD: Can’t you do that for me?
Me: No… no I can’t do that.
Guest: My wife made a reservation for me.
Me: Yes sir, I just need your identification and credit card. (hands me the information). Sir, your reservation is for tomorrow not today.
Guest: No, she made it for today.
Me: Do you have a confirmation e-mail that shows the dates of the reservation?
(he hands me the paperwork for the reservation.)
Me: See right here. It says the check-in date is the 13th. This is the 12th.
Guest: So, what do I do now?
Me: Well, you have two options. You can book a room through me tonight but the rate is going to be $XXX or you can call website.com and have them change the dates of the reservation and that should be a little cheaper.
Guest: Ok, I will call.
(guest comes back in 5 minutes and hands me his phone. This is a little strange since the wholesaler usually calls our hotel phone line.)
Me: Hello, this is HC at the front desk.
Phone: Hi. this is the wife. My husband said I need to talk to you.
Me: No ma’am, I told your husband to call the company you booked the room with to change the dates of the reservation.
Phone: why does the date need to be changed?
Me: You booked the room for tomorrow.
Phone: ok, so fix it.
Me: I can’t, you used a wholesaler to book the room. He needs to call them. That’s what I told him to do.
Phone: but he is staying at your hotel?
(I love having to explain things twice. I tell her the same thing I told the husband and hand the phone back to the husband. He eventually checked back in but it was 2 hours later. I have no idea who eventually called the wholesaler but when he came back he was pissed because he had to pay and extra $35 for the room because I wouldn’t check him in. He didn’t even clue into the fact that the rate for tonight was different than tomorrow.)
Guest: (50 year old man, hands me the identification and credit card.) I have a reservation for 2 nights.
Me: Thank you, sir. Yes, I see that you have a room with a king bed for 2 nights. (I enter the guest’s information and go to swipe the credit card.) Sir, who is Susan King?
Guest: That’s my mother, she made the reservation.
Me: Is she here?
Me: When will she be arriving?
Guest: She isn’t. She is in Ohio. (I want to point out that his driver’s license is from Arizona.)
Me: Well, this is her credit card.
Guest: Yes, she lets me use it.
Me: Sir, I can’t check you in using her card. I have to have a card with your name on it.
Guest: I don’t have a card.
Me: Do you have a debit card?
Guest: No, I don’t have a bank account.
Me: Sir, you need to have a card with your name on it to check into the hotel for the security deposit.
Guest: Well can I call her and have her talk to you?
Me: No sir, she needs to be here in person.
Guest: I can Face Time or Skype her for you so you can see her.
Me: Um, sir that won’t work. You need to have a card or have someone here with you with a valid ID and credit or debit card.
Guest: but I have a reservation?
Me: Yes, and the reservation says you need a valid credit card to check in.
Guest: and I have one.
(apparently we need to change the wording on our confirmations to say a credit card in your name because of… well, stupid people.)
Me: I am sorry, sir. I can’t check you in. Perhaps you can try and find a hotel that accepts a cash deposit. I can cancel the reservation and refund your room deposit to your mother’s card.
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