Late Night Hotel Arrivals

[CMDAVILACLI]

Often times when I travel from the West Coast to the East Coast, I arrive very late at night.Recently, I have arrived to the hotels around midnight and have found that my prepaid rooms were given away and I was given a room that was not what I booked (NOTE:this was not using a LL deal!). In Boston, I booked a double room at the Four Seasons (traveling with another gal) and we were told that the only room left was a single king bed. I complained for several minutes and eventually they gave us a double room, which turned out to be the handicapped room with two tiny beds that were no higher than 1 foot off the floor and closets that only went up to my waist (appropriate for someone in a wheelchair, but not for me). I marched back down to the front desk and after arguing for close to 1/2 hour, the manager finally found a vacant room (surprise!) and it turned out to be a large suite.



About a month later, this same problemhappened at the Wyndham hotel in Miami when I arrived at 11:00 pm and my business associate wasn't arriving until about 1:00 am. Since the two rooms were booked by my associate, they wouldn't let me check in first (they gave me some bizzare reason). The desk clerk also told me that the rooms we had prepaid for were sold out and that we were going to be given much lower class/style rooms... and that I would have to just sit in the lobby and wait for my associate to check in. I arugued both of these conditions, and after hearing the typical "I'm sorry, there's nothing I can do" response, I decided to take matters into my own hands... (since I had been traveling all day and was absolutely exhausted this is why I probably chose this path!). I asked where the bathroom was... grabbed my luggage and changed into my pajamas, robe and slippers and walked back into the lobby and plopped down onto one of their couches, put my feet up and started reading and called for room service! The night manager was mortified and immediately came running over - and lo and behold, the correct room was found for me (and my associate), I was able to check in right away,andwe weregiven free breakfast vouchers for the entire week we were there!



I do call the hotels to notify them of my late arrival, get them to confirm they type of room I have booked, and do everything I can to assure a smooth check in when I arrive, but sometimes problems arise. Does anyone have any suggestions on how toavaoid getting a crummy room because of late arrivals (other than sleeping in the lobby?).I'm off to Orlando in a couple of weeks and don't arrive until after midnight, and alreadymy palms are sweating at the thought of being given the worst room in the hotel because of my late arrival. Thanks..

Cathy

[claassenam]

Hi Cathy,

I often have the same problem with late check-ins flying in from West coast to East coast. However, I have never had such bad luck in terms of having my room given away as you have! I love your style - you have a lot of courage to sit in the hotel lobby in your pajamas (and it worked, too!)

I always call the day of arrival (around the flights) to make sure they know I'll be arriving late. Hotels absolutely should not give away the room - and if they do and don't have a room equal or better they should put you up elsewhere in an, again, equal or better room. I would suggest taking the name of the person you speak with when you call to confirm to make sure that you have some sort of record of the call. Make sure you have all of the receipts and record that you pre-paid (or at least reserved) a certain class of room. That was especially unfortunate when you were booked with an associate and had to wait for their arrival, but you found a great way to handle it!

[CMDAVILACLI]

Thanks, Claassenam, for your comments. I do record everything and drag it along with me, but it always turns out that the person I spoke with is not at work when I arrive, and usually the current person helping me responds in some way like" I'm sorry, but ___(name) should not have guaranteed so and so" .... It is amazing how little responsiblity people are willing to take for problems made by them. In any case, I'll keep doing my part to keep hotels "honest" and not settle for less that what I paid for - even if it calls for the "pajama move"!

Cheers-

Cathy

[kyshel]

Cathy--I just read you first posting about the "pajama game" and I was howling with laughter.
I had to do the same in NYC at the New Yorker. It was a very typical attitude of "if you don't want it, the next 10 people behind you will", so too bad. I know, I lived in the city, and traveled there for 17 years, 8-12 times/yr. Fortunately, I had a room, albeit, chamber of horrors that it was, to change into my jammies.
Imagine the guests riding the elevator to the immense lobby, where I then sat on a sofa until the front desk manager finally asked what could be done to remedy the situation.
If things get that drastic, it's understandable for one to be a wee bit dramatic, if that's the only recourse. I did get a decent room and an apology the next day. All I wanted was a clean, safe place to sleep.
Great story!!

[Syrene-1]

I spent my 20's working at various hotels (mostly at the front desk) and I learned so much then that I apply to this day in my travels. My absolute best advise is to always ask for a manager as soon as it becomes clear that there is a problem. Don't even waste your energy arguing with a front desk agent. Often they are instructed to do those outrageous things to people and do not have the authority to do anything else. And, by the way, at any decent hotel there is ALWAYS a manager on duty. They may not want to be disturbed but there are there.

Second, if you are getting no where with amanager ask for his/her name and a name and address where you can write your letter of complaint. Then do it. 9 times out of10 it won't come to that - they will back down but if it does a chain like the Four Seasons would be shocked at hearing your story and I would count on being compensated in some way.



Hope this helps.

[two2go]

Hi Syrene-1
That is great advice, and I will keep it in mind if ever I encounter a situation such as Cathy. But do you know what is so disturbing about Cathy's story is that she had to take drastic measures even after doing everything right. Giving her credit card as insurance, calling to make sure everyhing is clear, and still no service + it didn't only happen once. I thought once you give your cedit card the room is reserved for you, and if you are a no show they use the card.
two2go

[Syrene-1]

Actually, believe it or not ALL hotels oversell their rooms. There are always last minute cancellations and no-shows, and they want "a head in every bed" every night. They don't even have to pay for a room at another hotel - most of them do but plenty do not. They will offer to find you a room at another comparable hotel and (sometimes) offer transportation. This is called "walking".

Unfortunately I can not think of anything one can do to assure a room at your hotel of choice for a late night arrival.