Thanks, Shatner, for overbooking us.

[bhskittykatt]

Frankly, your management is dumb. Shatner and others take big chunks of commission out of what guests pay them. It's economical to rate-match them, as long as I can pull up the same rate on their sites.

[Nunavut Pants]

They are willing to rebook at another hotel, but my hotel would have to pay for the transfer fee.

My response to them would be approximately:

"HAHAHAHAHAHAHAHAHAHAHAHAHAHAHA!!!!! Oh, that's rich--you promise someone something for us, don't tell us, then when we can't deliver what we never knew about we have to pay you money? HAHAHAHAHAHAHAHAHAHAHAHAA!!!!! Go on, pull the other one--it's got bells on!"

...Maybe it's a good thing I don't work in hospitality...

[LesserSouthernFroglet]

I've had some amazing savings using a third-party vendor.

UK - Holiday Inn at Heathrow Airport. I got the booking for 99 pounds. Behind the check in desk they have their room rate - 224 pounds. And we got a free limo ride to the departure area.

[HotelMinion]

3rd party websites like EXPedia, Orbits, Booking often give good discounts. Sometimes yes. Sometimes no. Some people call me and ask, "On EXPedia there is a rate of $109." Me: Yes? "Well, can I book a room thru you guys at this rate?" I say no our rates $ 179, you must do it thru them for the discount. "Well why not?" Because it's THEIR discount. Customer is paying THEM, and then THEY pay us. That's how it works. Usually most say ok. I could technically change the rate to match EXPEdia's but many times the sales manager and the GM have swooped down on me and pecked.
Short story: Had a 3rd party makes reservations for people who's flights were canceled because of the weather. Me: Oh great, no more arrivals, time to start changing the business day! ^_^ Meanwhile, 3rd part is making reservations. Reservations come out to us all messed up because it's actually the 17th, and they are for the 16th. Computer's confused. I'm confused. Customers are confused. Good thing we had rooms, but it really irks me when that happens. :\

[taxguykarl]

Our only experience with third party sites was about 10 years back. Mrs. TGK booked a place for a bit of a discount, but later found that we had to pay for breakfast and parking-had she booked directly both would have been free. In effect that site's commission was our breakfast and parking.

[MrSmiley]

Straying off topic, do you ever find rooms that are priced so significantly less through third parties? Many of my callers would call and say they found a room online for say $80 when the going rate is $120 or more. I always tell the caller that I don't have the ability to match that rate, but it sounds like an awesome deal considering our current rates, and if they found it online, they should go ahead and book it.

AFAIK there are some websites that seem to advertise low low prices, up until the person clicks through the ads and actually tries to book. Then it interfaces with the hotel and finds out that No there are no rooms available at that price . Having said that, let's not forget from the CS experience that many customers can't read in the first place (especially those grocery store signs) and so when they see what they think may be a price...

Commenting on the other situation: my bosses were always of the opinion that declined credit card = declined reservation. To the point where "we require a valid credit card" became the talking point to use. You can bet on nights where we were full, we would have staff ensure all the credit cards processed a pre-authorization. And should they not: That room was up for grabs to the next person who walked in the door/phoned. Having said that, some VIPs and long-term guests probably got "well we know he usually comes... let's just wait a bit" but that was the rule.

/We also cancelled reservations should the guest arrive and forget their ID, which apparently is required by law in this region.

[bunrotha]

I've had some amazing savings using a third-party vendor.

UK - Holiday Inn at Heathrow Airport. I got the booking for 99 pounds. Behind the check in desk they have their room rate - 224 pounds. And we got a free limo ride to the departure area.

At least in the UK, there's a "rack rate" posted behind reception. This is pretty much the maximum rate, which gets charged for walk-in at the last minute, and is rarely charged- certainly not for anyone booking on the web or who even calls 5 minutes ahead of walking in.

IHG (who own Holiday Inn) seem to love this. They offer one rate on their website, about the same rate through third party sites, just a little more on the third party site so they can claim lowest rates only on their own websites, and then a gold plated rack rate.

Hooray for limo ride, because Heathrow traffic is a bucket of evil :-)

[Catwoman2965]

Hooray for limo ride, because Heathrow traffic is a bucket of evil :-)

Haha. I've never been but am coming in October. Part of my trip budget is a CAR from Heathrow to my hotel, and back again. And the hotel (actually a B&B) said they can book one for me, at a reasonable rate. Yet I've had no less than like 6 people tell me "oh its so easy to take public transportation from the airport" Um no.

If I'm flying 6 ours, changing planes, then another 3, i will be in NO MOOD to deal with that. And with luggage too? Nope. yes, it may be cheaper to do that, but its better for my sanity to do it my way.

[bhskittykatt]

At least in the UK, there's a "rack rate" posted behind reception. This is pretty much the maximum rate, which gets charged for walk-in at the last minute, and is rarely charged- certainly not for anyone booking on the web or who even calls 5 minutes ahead of walking in.

In our state in the US, we're required to post a rack rate in the rooms. Hell if we'd change them in each room whenever the rate changes, so it's always something exorbitantly high because it's illegal to charge more than the rate posted in the room. The rate is never as high as the rate you find in the room info.

[wheeitsmee]

Haha. I've never been but am coming in October. Part of my trip budget is a CAR from Heathrow to my hotel, and back again. And the hotel (actually a B&B) said they can book one for me, at a reasonable rate. Yet I've had no less than like 6 people tell me "oh its so easy to take public transportation from the airport" Um no.

If I'm flying 6 ours, changing planes, then another 3, i will be in NO MOOD to deal with that. And with luggage too? Nope. yes, it may be cheaper to do that, but its better for my sanity to do it my way.

We took the public transit from Heathrow. With luggage.

We now tell everyone to get get a car to and from the airport.

[WishfulSpirit]

So how are enjoying the education conference and the softball tournament, Mr Hero? from The Brook of Cherries.

[Mr Hero]

I lucked out tonight! I had one guest try to check in. Only problem was that she was the only one of our 4 scheduled walk-ins that didn't have a CC file, and we only had 3 rooms left. Boss told me that I needed to cancel the reservation and then break the news to the guest.

While I was helping the guest locate a new hotel (no luck) One of my arrivals called to cancel. So I was able to get everyone checked in with no overbooks!

[Catwoman2965]

We took the public transit from Heathrow. With luggage.

We now tell everyone to get get a car to and from the airport.

Oh dear But that is exactly why I'm willing to spend the extra $$ to do so. I know i will be tired and crabby and in NO mood to deal with it. Besides, I am directionally challenged. so I will get lost.

[Chromatix]

London does have a very extensive public transport system, which will get you where you need to go at a reasonable cost - *if* you can find your way around it.

It's also an extremely complex system, largely due to having been built by many separate companies in competition with each other. The most obvious consequence of this is the large number of mainline railway termini, arranged around the outer parts of the city centre and facing in all directions, which are not connected as efficiently as you might hope by the local transport system.

The major London airports also do their best to funnel you into expensive "airport express" trains which take you directly to one of these termini, not necessarily the most convenient one for your (inevitably different) ultimate destination. Just try getting to Euston, St Pancras or Kings Cross from Paddington, which is where the Heathrow Express dumps you (while charging a fortune for the privilege). The latter two are directly connected to Heathrow by the Piccadilly tube line, and Euston can also be reached by tube with one change. Yet last time I checked, it was not even possible to buy a walk-up tube ticket at Heathrow; if you want to take that route, you have to have planned in advance.

[Catwoman2965]

London does have a very extensive public transport system, which will get you where you need to go at a reasonable cost - *if* you can find your way around it.

Yeah. Not happening this is a milestone bday trip for me, so I've planned and saved, and factored in stuff like a car from the airport etc. Once I'm there, I plan to use public transport but to and from the airport, WITH my big suitcase, nope. not going to do it.