Tag: Aditya Rajaram

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10 Basic Things a Hotel Must Offer Guests

July 10, 2014 at 2:08 PM | by | Comments (3)

There's a lot going on in this room but are the basics all there?

He's told us how to deal with getting walked and how to effectively complain to the front desk. Now our former front desk manager has returned with some helpful advice for all the hotels out there.

Some of the most imaginative hotels in terms of design and service offering are being developed around the world. From underwater hotels to treetop hideaways, new properties are pushing the boundaries of what a typical hotel experience should feel like.

Although these hotels are innovative in their delivery of service and product, there are still some "basic" requirements that all hotels should have to make their experiences both welcoming and comforting to guests.

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What It Means to 'Get Walked' By a Hotel and How to Ensure It Doesn't Happen Again

June 26, 2014 at 10:31 AM | by | Comments (10)

He's told us how to effectively complain to the front desk and how to book a hotel room like a boss. Now our former front desk manager has returned with some helpful advice for a traumatic experience--getting walked at a hotel.

Missed flight. Second missed flight. Five-hour layover. Raining. No taxis. You finally get to the hotel 12 hrs later only to hear this:

" Good evening and welcome. Unfortunately we are unable to honor your reservation at this time however we haveÖ"

With the words slowly fading away, you see yourself follow the typical signs of grief: denial, anger, bargaining etc. Why did this happen? Why did it happen to you? Why today? These are completely understandable questions that go through every guestís mind when their reservation is not honored at a hotel, more commonly referred to as "being walked."

Below you will find a complete guide to the "Walk" process--from how hotels manage their revenue/reservation management system to the planning that goes into place on a sold-out day, to what you as a guest should expect when you are walked and finally, how to ensure (or at least try) it does not happen again.

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How to Effectively Complain to The Hotel's Front Desk (As Told By a Former Front Desk Agent)

June 5, 2014 at 1:21 PM | by | Comments (3)

He's told us how to book a hotel room like a boss and he's given a behind-the-scenes explanation for a common room problem but now our former front desk manager is back with the most important advice of all--how to effectively complain to the front desk when things don't go your way.

"Can you please arrange a wake up call for me?" Check. "Can you please have someone pick up my laundry?" Check. "Can you please have someone service my room?" Check. "Why is my TV not working?" It will be fixed, check.

The front desk is truly the heartbeat of any hotel. That is not to say that the other departments arenít equally important, like housekeeping and engineering, which really are some of the hardest working departments in a hotel but, the front desk serves as the main go-to point for every single issue, good or bad, for all hotels.

The true mavericks of this department are the front desk agents, the tireless staff who are the face of the hotel and constantly get called upon to do every single task, whether it is within their job description or not. They ensure that no matter what problem, what concerning department, who the last staff member spoken to, the guestís issue will be sorted out through one point of contact, them.

Here are some Do's and Don'ts for effectively complaining to the front desk:

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Why Did The Hotel Put You in an Accessible Room When You Didn't Ask For One?

May 22, 2014 at 12:16 PM | by | Comment (1)

An accessible bedroom at the Element Las Vegas. It looks quite the same as the others but we felt too guilty staying in it when we didn't need it. Also, there wasn't enough counter space in the bathroom.

Fresh off of teaching how to book a hotel room like a boss, our former front desk manager has returned to answer a common hotel problem--getting placed in an accessible hotel room when you didn't request an accessible hotel room. Here's his take:

This is something we faced quite a few times at the hotel in Washington, DC where I worked. As a historic property, each of our rooms was a different size (some were very small) and we had to make the best use of our accessible rooms because they were bigger.

Accessible rooms should always be kept open for people who really need them but on occasion, hotels will rent these rooms out to others. The reason being is hotels often have a misconceived notion that an accessible room is preferred by guests because of its larger size. But what hotels don't realize is that there are some significant drawbacks to an accessible room. Like, not having a bathtub if someone wanted one, or having an unusually high toilet.

It truly takes a very well-versed hotel staff to understand and anticipate a guests "actual" needs. i.e. you may be willing to forgo a larger size room, but you really do need a bathtub or more counter space at the sink. Size doesn't always matter, but amenities always do.

So, aside from the hotel assuming you'd just like the extra space, here are some other reasons why they would assign this type of room:

1. The room that was blocked for you was accidentally removed and you were given the best available by the time you arrived. (I cannot tell you how many times a front desk agent has just unblocked a room type without reading the comments on the screen!!) When you did arrive they had to scramble to get you the room that you asked for and the accessible room was the best they could do.

2. It could also just be that you arrived late to the hotel and since they were fully booked, they gave you the best they had.

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How to Book a Hotel Room (Like a Boss): Part 2

May 8, 2014 at 12:34 PM | by | Comments (2)

Booking a hotel room isn't exactly rocket science. Find the hotel you like, click on the room or rate you like and boom, you're booked. But when there are so many ways to book a room--through the hotel, through an independent booking site, on your phone, etc.--things can get a little crazy. And if you're comparison shopping, then you can really get sucked into the dizzying booking vortex as you hunt down the best price.

Luckily, we've got a former front desk manager on hand who will tell you how to book a hotel room like a boss. (The bad ass person kind, not the actual boss of a company kind.)

Here are his Do's and Don'ts of Booking a Hotel Room. Yesterday, we gave you the DO's. Today it's onto the DON'TS. Got a question about booking a hotel room? Let us know!

THE DONíTS OF BOOKING A HOTEL ROOM (as told by a former front desk manager)

1. DONíT only rely on the traditional booking sites like Tripadvisor, Expedia and Travelocity for bookings. There are some other fantastic that offer travelers a truly customized booking experience based on your mood or even a specific amenity. Some of these include Tablet, HotelTonight, and Gogobot.

2. DONíT deal with multiple hotel staff when trying to book with the hotel. We are all one team and word gets around fast that a guest is trying to play the field. Trust that we do try our best to accommodate your every request. Going through the front desk agent, then a manager and then making a call to the Resident Manager is just going to frustrate the hotel staff. We are fully aware of how valuable your business is to us and we are going to do our best.

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How to Book a Hotel Room (Like a Boss): Part 1

May 7, 2014 at 12:07 PM | by | Comments (0)

Booking a hotel room isn't exactly rocket science. Find the hotel you like, click on the room or rate you like and boom, you're booked. But when there are so many ways to book a room--through the hotel, through an independent booking site, on your phone, etc.--things can get a little crazy. And if you're comparison shopping, then you can really get sucked into the dizzying booking vortex as you hunt down the best price.

Luckily, we've got a former front desk manager on hand who will tell you how to book a hotel room like a boss. (The bad ass person kind, not the actual boss of a company kind.)

Here are his Do's and Don'ts of Booking a Hotel Room. Today, we're accentuating the positive and telling you the Do's. Tomorrow, we'll bring you the Don'ts. Got a question about booking a hotel room? Let us know!

THE DOíS OF BOOKING A HOTEL ROOM (as told by a former front desk manager)

1. DO remember that booking through a third party website does not guarantee a room type. So when you need a room with two double beds for a family of four, it is best to book through the hotel website to ensure that the hotel themselves give you the guarantee. (At the very least call the hotel to double check that they have got your request.)

2. DO reach out to a contact at the hotel for a booking reservation if you have one. This serves two purposes, 1) Hotel folk loved to be recognized as "your trusted contact" (even though you are using them) and 2) When you are a loyal guest making direct contact, hotel staff are more likely to take care of things in your favor.

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