Booking a hotel through Priceline, Expedia, or any online travel site? read this

[mkt]

http://www.msnbc.msn.com/id/6854124/

enjoy some interesting reading

 

[mkt]

Here's the article, since MSN took it down

Confessions of a hotel executive
‘You can’t tell me these people care about service!’

March issue, Budget Travel magazine - Our anonymous confessor, who over the past decade has worked as a front-desk clerk, auditor, accountant, human resources director, and general manager at several big-name hotel groups, is currently based in the Pacific Northwest.

We stick to the chain of command. When guests have a problem or special request, it’s important that they speak to the right person. Don’t bother managers about extra pillows or a copy of your bill; those issues can be handled by housekeeping and the front desk, respectively. If you have a complaint that hasn’t been addressed, ask for a supervisor, and then the supervisor’s supervisor, until you’re satisfied. Hotel managers are notoriously hard to get ahold of, but we do check voice mail. It helps if you leave a message detailing the problem, so that we can get started fixing it immediately, rather than just playing phone tag ad nauseam. If you’re still not happy, contact the hotel’s corporate office (mailed letters often work best). We do get reprimanded for legitimate customer complaints; I once had a 24-hour deadline to fix a mistake or lose my job. Always present your case calmly and clearly, even if you feel you’re being given the runaround. If you rant and go off-point, it’s easier to assume that you’re just another nutcase.

Guests really should reserve directly. It’s been said that we treat guests worse when they reserve through third-party Internet sites. It’s no myth: Of course we treat them worse! Travelocity, Expedia, Priceline, Hotwire, Orbitz, Hotels.com—you name it, we turn up our noses at them. At some websites, you put in a price and stay at whatever hotel comes up. You can’t tell me that these people care about service! Can’t! The way we look at it, these folks are solely concerned about price, and they probably can’t differentiate good service from bad.

People who reserve through third-party sites are the first clients we downgrade or relocate if rooms are oversold. Heck, we might even pull the sparkling water, cheese and crackers, and other nice amenities from their rooms. You might think that policies such as these are unspoken rules, but they’re discussed openly during our staff meetings. On the other hand, guests who make reservations through our website or call center almost always have access to the lowest published rates. And when you book directly, it says that you picked us for us, and we’ll treat you accordingly.

Join the club. It never makes sense when a customer chooses not to join a hotel’s frequent-guest program. Most are free and the benefits start kicking in right away. The programs I’ve worked with offer guests free upgrades, magazines, welcome snacks, late checkout, and ways to bypass check-in and checkout lines. Members might also be able to secure a room when the hotel is otherwise “sold out.” The only way to get better treatment is to be related to someone in the industry.

Tipping is a good investment. Managers are usually compensated for going above and beyond the call in the form of a year-end bonus. Food servers, bellhops, maids, and other hotel employees are typically paid by the hour, and tips are often their only incentive. If the service is decent but unremarkable, tip the standard amount. If a staff member does something outside of his or her job description—say, a server special-orders your favorite dessert that isn’t on the menu or a front-desk clerk plays the role of personal travel planner during your stay—make the tip extraordinary or the special service will disappear

 

[tigger1968]

I had always assumed a lot of those things. Interesting to see them in print. Great article! Thanks for posting it!

 

[RogueHabit]

Good advise, I only ever use Expedia now to find the hotels in the area I'm going to, then go to the hotels website direct to book.

Same with flights; I booked last year through Expedia. NEVER AGAIN! Got the flight price, thought it was great and hit the confirm payment button, only to be hit with a $30.00 per person hidden surcharge...

That was $120.00 extra on some internal flights from PA to MOC. Was not happy!

 

[Badger Brent]

So would AAA be considered one step up from direct reservations?? I have AAA and considering them for this trip. I use expedia as a guide most of the time. I have done both ways, and have had sucess either way. The only trip from H*!! was a westgate timeshare deal. No more timeshare presentations for us.

 

[mkt]

It depends... booking a AAA rate through the hotel is fine.. but depending on how the hotel does its wholesale contracts, booking through AAA and prepaying through them may be just like that article

 

[FanofDinsey1981]

My husband and I always use priceline for cheap hotels in downtown chicago and st.louis, but really have not run across problems such as being bumped or downgraded. We always call in about 2 or 3 days after to make sure they have our reservation, and ask for a king size bed. We never really care if we get a room with a double, and I haven't had any issues with certain items not being in the room.

as far as flights, I use expedia, etc for ideas of what is cheaper, then I go directly to the site of the company. Southwest tends to be the cheapest out of chicago. and southwest has a great points system that is free to sign up for, and can be used at hotels and car rental companies.

 

[righttrack]

Priceline are great for crash and dash types of stays, at places where you'd have a car or be driving. We use them for stays in NYC or other big cities where they have the presence/rates. I woudn't use them for a family vacation though.

 

[FanofDinsey1981]

Priceline are great for crash and dash types of stays, at places where you'd have a car or be driving. We use them for stays in NYC or other big cities where they have the presence/rates. I woudn't use them for a family vacation though.

agreed. and I still don't trust the priceline airline deal. sure, it is a cheap buy, but I really don't want to have 3 layovers or go to a crazy city with a 3 hour layover on my way somewhere.

what kind of deals have you gotten in NYC? we are hoping t odo a long weekend there sometime.

 

[mkt]

My husband and I always use priceline for cheap hotels in downtown chicago and st.louis, but really have not run across problems such as being bumped or downgraded. We always call in about 2 or 3 days after to make sure they have our reservation, and ask for a king size bed. We never really care if we get a room with a double, and I haven't had any issues with certain items not being in the room.

Then you've never booked during a busy week

 

[mrtoad]

We only booked a hotel once on Expedia for a weekend in NYC and had no issues. We do use Expedia and Orbitz for booking cars and airfare though and never had any issues.

 

[FanofDinsey1981]

Then you've never booked during a busy week

actually, I have gotten rooms in chicago during some of the more busy weekends, including the Chicago Marathon weekend and Mag. Mile parade weekend. and all for 50 bucks. And, in St. Louis, we were able to book two different times for downtown during the cubs/cards weekends, which are usually difficult weekends.

 

[mkt]

actually, I have gotten rooms in chicago during some of the more busy weekends, including the Chicago Marathon weekend and Mag. Mile parade weekend. and all for 50 bucks. And, in St. Louis, we were able to book two different times for downtown during the cubs/cards weekends, which are usually difficult weekends.

then the hotels must have really needed the business, since most hotels limit the number of reservations coming through those sources when they can sell the rooms directly and keep as much of that money as possible. Why should the hotel treat someone from who they're only getting $40 for a room, better than someone who is paying full price... that's how it truly works. And then there's the matter of the booking fees involved...

 

[lamarvenoy]

I have used Orbitz and it was ok and I also used Hotwire and I got BURNED-real bad. The ammenities were great and the area was right and I figured how could i go wrong? A 3 star rating with resort ammenities for $109 in peak season. Guess what, it turned out to be Westgate on W.192! That's right a freakin TIMESHARE! It was nasty and run down and no matter what I tried I couldn't get a refund and spent 3 nights in a timeshare. The place was full of people who got free trips to sit through their speil and although I wasn't required to attend a meeting those salesman attacked me every chance they got.I was blatantly rude to them and they kept offering free meals. One guy calls my room at 8AM on Saturday morning(waking me)to offer a free breakfast down in the "administration room" in the lobby.When i got dressed and ready to leave I stopped by the office and told them that I was there against my will and if they interupt my stay any further I was going to contact the district attorney.After all I was there as a full paying HOTEL guest and I wanted nothing to do with a timeshare. Then they backed off. I contacted Hotwire and explained that their listing was unethical but they never responded.I should have denied the charge on my credit card but I'm not that kind of person.

 

[mkt]

Here's why the hotel didn't refund you... they couldn't. You paid Hotwire, not them. Hotwire is probably paying the hotel less than $50/nt for the room you paid Hotwire $109 for.