Travel Experience

PLEASE READ THIS CAREFULLY IT'S NOT THE USUAL YADA YADA

The Top 12 Things Guest's Complain About

Our boy Jim Tushay just looked at his bill he is incensed! His telephone charges are over $100! Why? He asks to speak to the manager. All of a sudden the lights go dim..the lobby music changes to Justin Timberlake's musical track, "Cry Me A River", and a spotlight shines on Jimmy boy. If only that could happen! But it does in the minds of the hotel staff! Read the the Top 12 common travelers mistakes..ahem..."complaints" here!

#1 Telephone Charges
Telephone charges are always high in hotels. Many times marked up to 100%. Most hotel have a connect fee then charge by the minute. Sometimes for a local call it can .04 cents a minute, sometimes $1.00 per minute depending on where you stay at. Long distance calls are highway robbery - where it is not uncommon to be billed $4-$10 per minute on International telephone calls.

What Guest Says: "This is ridiculous! $90 for a 13 minute call! No one told me that telephone calls are that expensive"
What Guest Means: "I should've asked but what the hell I'm gonna try and get this off my bill anyway!"

What Hotel Says: "We're sorry that you find the prices to be too expensive but unfortunately you are responsible for any calls you make (or those people who make them from your room.)"

What Hotel Means: "Your an idiot! Why would you make a long distance phone call direct from your room when you could've used a calling card or better yet your cellphone! Pony up buddy - maybe next time you won't be so so naive or better yet - obnoxious with me!"

#2 No Reservation Found

It is quite common that due to the nature of how your reservation is made that your reservation never made it into the hotels Property Management System (PMS). The majority of these errors are not caused by the hotels themselves but by 3rd Party Travel Agents, Tour Companies, i.e. Websites that goofed on their end by selling you a room without checking with the hotel first. Many travel companies don't even know how many rooms they have left in their allotment and will continue to sell - but that doesn't mean the hotel has to take those reservations!

What Guest Says: "What do you mean you don't have my reservation? I have a confirmation letter right here from this website I found on the Internet - lastlastverylastminute.com!"

What guest means: "I have a letter from somebody and my credit card was charged. I better have a room here and it better be paid or else I'm going to look like a fool because I may just have been scammed!"

What Hotel Says: "Nope I'm sorry I can't find your reservation in our system. Did you receive a confirmation from us directly? If you like we can "walk" you in at $99 plus tax while we sort this out, But you better contact your travel agency to make sure all is well!"

What Hotel Means: "Your either cheap, desperate, or dumb! Either way I'm not going to honor that ridiculous rate from a 3rd Party website we don't so business with! Why would you give your credit card to a stranger with a website that has no customer service phone number on it?"

#3 Reservation Under Different Name

This happens most with Dot-com bookings where for security purposes ONLY the person who's name on the credit card can be present to check-in. However, many people think they can use other people's credit cards and change the names at check-in.

What Guest Says: "What do you mean you won't check me in? I have the email right here from Expedia. Why should it matter if my name is on the reservation my mom bought this for me. Besides, I could've easily changed the name at booking time anyway!'

What Guest Means: "If I have an email with a confirmation number from Expedia you have to honor the reservation!"

What Hotel Says: "We're sorry but this reservation is reserved under the name of someone else. If you want to add or change the name on this reservation the person we have on record (who's paying for the room) needs to call Expedia to request a change in name!'

What Hotel Means: "Maybe if you read the small print when booking your reservation you would've known that YOUR name needs to be on this reservation not your moms! So, go sit down and get it straight with Expedia. They will fax us the proper paperwork when all is well. Why should we risk checking you in when we don't even know who you really are?..Next!"

#4 Noisy Neighbors

Many times guest's have had the unpleasant experience of being nearby to a noisy neighbor. Some guest's who have had this bad experience take it out on the front desk staff.

What Guest Says: "Last night I couldn't get any sleep because my neighbor had his TV on too loud and I could hear his toilet flushing all the time! Your walls are so thin..and no one from the hotel did anything about it! I want some compensation!"

What Guest Means: "I feel this experience is not worth the $99 I paid for it. I want an adjustment because I am guaranteed to sleep in a room that is completely quiet!"

What Hotel Says: " We're sorry you had to experience that however we did not receive any call from you last night about this. Otherwise we would have sent security up to investigate and handle. Perhaps next time we can get you something nicer but unfortunately we can not control how others behave though we try!"

What Hotel Means: "If this was so important to you why didn't you call us then? How do we know your not lying to us just to get a comp? If you only knew - we track everything!"

#5 Parking Charges

Many hotels especially city hotels charge for parking your car. Some are self park, some are valet. In any case, parking sometimes can be at a premium. A premium in which guest's do not like.

What Guest Says: "No one told me that there is a charge for Parking! That's too expensive!"

What Guest Means: "I'm not paying for parking because NO ONE told me about it and I never factored that into the price of this stay!"

What Hotel Says: "I'm sorry no one told you about it however there are signs in the garage and on our website. Unfortunately parking is not free and if you had a car here you have to pay".

What Hotel Means: "Read the damn signs or simply ask fool! Don't want to pay? Fine! We'll either hold your keys till you or someone else pays for your car or we call the police!'

#6 Minibar Charges

Minibar's are those little mini-cooler (most with locks) that contain snacks and beverages inside. Some travelers think this is a free amenity, use it, and argue that they shouldn't have to pay.

What Guest Says: "No one told me that there was a charge for the minibar! Why should I have to pay?"

What Guest Means:" I though a snickers was .50 cents not $4.00! That's crazy! I ate $20 worth of candy bars last night and a beer! Shoot..what's the cost of a beer then?"

What Hotel Says: "We're sorry no one told you that there is a charge for the minibar but there is a price list right on top to assist you".

What Hotel Means: "Do you think we're stupid? Why do you think you needed a key to get into that thing anyway?"

#7 Too Much Authorization

Most times when you check in the hotel will try to get authorization on your credit card to cover (at least)the total room and tax for your stay AND extra ($25-$75) per night to cover incidentals (movies, phones, parking, restaurant charges, etc.) Many times guest think the hotel will only try to get enough authorization for the room and tax portion of their bill with NO incidentals included in the equation. When guest's find out later that their credit card is almost maxed because of the high pre-authorization amount (hold) on their credit cards they complain because they do not have any "spending" cash/credit.

What Guest Says: "Why did you charge my credit card $300 when the cost of the room is $129 plus tax. That's too much!"

What Guest Means: "They are trying to charge me for something I never used or bought."

What Hotel Says: "Yes, we pre-authorized your credit card to cover Room and Tax plus a little extra to open up your phone lines and allow you to charge things to your room."

What Hotel Means: "It's 2006 and you still don't know the difference between a "hold" and a "charge!?" If we dint take extra for incidentals your gonna complain to us anyway because you wouldn't have been able to order that dirty movie without calling us first!"

#8 Rate Too High!

Many times guest;s book rooms at whatever rate they can get even if it's high as long as it gets them a confirmed reservation in the hotel of their choice. Sometimes reservations are made by secretaries and travel departments and the guest was never informed of what the actual rate would be until they check in and sign their registration card.

What the Guest Says: "My rate shouldn't be $209 it should be $99 because that's what I saw on the Internet last week! Can't you lower it? Or do you have any other discount rates"

What the Guest Means: "I can't believe they are charging so much. This is only a 3 Star hotel I didn't expect o be paying this much!"

What the Hotel Says: "Yes, that's the rate we have you reserved at. However, if you have a confirmation letter from us saying differently please show it to us so that we can adjust your rate accordingly."

What the Hotel Means: "Listen buddy! We have a 24 hour Change/Cancellation policy. If you wanted to attempt to change your rate you should have done it then. Now it's too late! Your gonna have to accept it cause' even if you threaten to go to a cheaper hotel right now we're going to charge you since the 24hours is up and you'll be a "No-Show!" Next time reconfirm your reservations and save us both the aggravation!"

#9 Room Service Hours

Most hotels that are not 5 Star Status close their Private Dining (Room Service) departments around 11pm. Some travelers, particular newbies, think every hotel act and runs like the Four Seasons with 24 hour services. Some travelers get upset when they find out that they can't order room service anymore past these set-time tables.

What the Guest Says: "I drove 10 hours to get here and your telling me that there is nothing to eat around here at this time. You should've told me that when I booked my reservation. Otherwise I would never have booked here!"

What the Guest Means: "I'm Tired, Cranky, and Hungry. Find me something to eat this is a hotel. A hotel should be open 24 hours and give the customer what he wants always."

What the Hotel Says: "Sorry, Room Service does close at 11pm. We list the hours of operation on our website, in our "hold" music, and in the brochures that's in your room. If you'd like you can order pizza from Pizza Hut..I can give you the phone number?'

What the Hotel Means: "Read the brochures please that's why we have them! If you had only asked when you booked your room or when you reconfirmed your reservation before the 24 hour Cancellation time was up maybe I wouldn't have to be talking to your cranky self!"

#10 Wrong Room Type, Wrong Preference

Many guest, if not most, are under the impression that a guaranteed reservation means that the bed type, room type, and/or smoking preference is a guarantee as well. (Which it's not!) Many, when they check into a hotel, (especially on sold out nights) get upset to learn that the room they are getting is a room with 2 beds on the smoking floor, rather than the King Bed on the non-smoking floor.

What the Guest Says: "Why are you giving me a smoking room? I am guaranteed to have a non-smoking room with a King-Sized bed. That was my request!"

What the Guest Means: "What does guarantee mean?"

What the Hotel Says: "Yes, we have your guaranteed reservation which guarantees that we will have a room for you, however, the bed and room type requests are merely that - requests. If we had a non-smoking room with a king size bed surely we would have given it to you. But tonight we are sold out and those types of rooms have been taken already! Perhaps, if you don't like your room tonight we may have a room that you requested available tomorrow. Just give us a call tomorrow and touch base with us,"

What the Hotel Means: "What part of the word "R-E-Q-U-E-S-T" does she not understand?"

#11 Relocated to Another Hotel

From time to time (particularly if the hotel is sold out or if there is a convention in town) hotels overbook for a variety of reasons. Sometimes it's the hotel's fault for bad forecasting sometimes it's legitimate when a large number of previous guests refused to vacate when they are supposed to that day (but are charged the highest rate possible for doing so). In cases like this the hotel is forced to relocate guests to another hotel. It is here ONLY that the "Guarantee" of a Guarantee reservation takes form. This means the hotel is required to find you a room (either in their hotel or at another hotel). Usually, if an incoming guest has to be relocated to another hotel the hotel will pay for the room night at the other hotel (thus it is free to the guest). Many travelers, particularly cost conscious ones like this scenario, but some others do not (for a variety of reasons).

What the Guest Says: "What do you mean you have to relocate me to another hotel? I have Guaranteed reservation at THIS Hotel!'

What the Guest Means: "I think I'm being scammed?! I have a Guaranteed Reservation and it's not even good here at the hotel I booked with!'

What the Hotel Says: 'Yes, we're sorry that we have to do this but due to certain circumstances we have to relocate you to another hotel. Since, you have a guaranteed reservation we;re going to pay for your stay tonight at Hotel X. Should you choose to comeback tomorrow we will certainly make sure we take care of you! We're very sorry!"

What the Hotel Means: "I hate having to do this! This is the worst part of my job!I hope these people really know how hard it is for me to keep my smile after being yelled at by 50 people already!"

#12 Direct Billing Not Set-Up

Many times individuals or companies will pay for others on a company credit card or Direct Billing Account. But sometimes, the guy at the home office fails to listen to hotel instructions as to HOW to book reservations for others (i.e. employees, family, friends) and does not send/fax the proper PAPERWORK (like a copy of the credit card and and attached hotel form with signature on it) for the incoming guest. Even after being warned (by the hotel that failure to have this paperwork in hand by the time the guest arrives) will result in the incoming guest being asked for a credit card these "Payee" individuals don't send the paperwork. This result in conflict at checkin for the arriving guest who is expecting his accommodations to be paid by someone else. It is up to the front desk to make sure that everyone who gets a room has credit established. If someone else is supposed to be paying for the room but didn't send in a creditcard then the responsibility fall on the guest who is trying to check-in.

What the Guest Says: "My company is paying for my room. I shouldn't have to give you a credit card!"

What the Guest Means: "John at Corporate emailed me that things were all set so it should be. This hotel doesn't know what it's doing!"

What the Hotel Says: "We see that the room is "GUARANTEED" by John at Corporate however we do not have permission yet to use his credit card for your stay. Until he send us written permission can we allow it. However, if you give us your credit card, for now, we can check you in now and research it later if you'd like."

What the Hotel Means: "What part of the words "G-U-R-A-N-T-E-E ONLY"
does this guy not understand and why is it our fault that his company didn't follow instructions?!"

Note:

The aforementioned list are real situations and case that happen on a daily basis. Not all hotel personnel think like this though I bet many do. Just like you have cynical thoughts running though your mind when you get into altercations the same hold true for those who are in the service industry. The key to avoiding these scenarios and for you to not be part of this statistic of the uninformed is to always reconfirm your reservation!            

Using Your Debit Card When Reserving A Room

If you have a Credit Card use it when booking rooms. Otherwise, be prepared to be out of cash on your trip if you are only using (and only have one credit card) and it's a DEBIT Card!

Time and Time again I hear the same complaint from travelers using their credit card to either reserve a room or pay for a room upon checkout. The complaint is always the same, and everyday it occurs.

Many guest's that use debit cards (for whatever reason) to either book a room, or pay for a room, or to put down for incidental charges (i.e. telephones, movies, restaurants) find that when they checkout and later check their checking accounts 1-72 hours later that the hotel has "taken" too much from their account and therefore causes (sometimes) their accounts to go negative or close causing checks to potentially bounce (if checks have been written).

In Case You Didn't Know!

It is common practice that the hotel "authorizes" and puts on "hold" extra money from your credit card to cover incidentals. Usually this amounts to $50-$100 extra taken from your card PER DAY to cover any "other" charges to your account (room). This is on ON TOP of the Room and Tax portion of your bill!

Why Do Hotels Take So Much Authorization on Your Credit Card?

Well to be frank most travelers charge things to their room. Simple things like telephone charges (which are always at a premium), Pay-Per View movies, restaurant and bar charges, internet access, and parking charges are a few of they types of charges you could accrue while staying at the hotel property.

The hotel is not in the business to lose money. They have already lost enough with the slowdown in traveling and the cut-backs in budgets. The last thing they want is to be screwed out of legitimate charges by guest's who "promise" to pay. That is why they don't mess around and will always secure more than enough "credit" on your credit card BEFORE you even check-in! If they can't either 1 of 2 things will happen. One, you provide an alternative credit card or cash deposit, or, two: you find an alternative accomodation. The hotel can cancel your reservation right there on the spot if they wanted to if credit is not established. They want to give the service but only AFTER credit is established.

Playing Dumb Won't Help!

It is almost a mute point to discuss with a hotel why they secure so much money on your credit card. To argue over it trivial and will fall on deaf ears. It is possible not to even provide a credit card at checkin but you will not be able to use ANY of the hotel services and definately not be able to charge things to your room.

It is not the hotel's fault that you didn't know about the additional authorization rules.

A I said, it is common - required practice at 99% of the hotels. If you didn't know you propably didn't ask! Why not? Don't assume anything when traveling and always reconfirm. That minibar in your room? Did you think that was free because no-one told you? Ha! Believe it or not many people actually think this!

Authorization Rules and How Credit Gets Established 101

When the hotel first swipes your credit card at check-in they are looking for an amount that will cover your entire stay! They do not want to bother you each day (which they will) if they do not have enough credit from you to cover your balance (after you accrue it). What fun would that be for both sides? Hotel employees hate calling guest's in their room to discuss payment. They are not credit collectors and hate the feeling of having to act like one. But, business is business.

So, after Room and Tax has been calculated (multiplied by the number of nights you are staying) and mutlipled by an additional $50-$100 per day for incidentals, the total is how much the hotel is going to try and get from your bank. When the authorization is complete the hotel will get an authorization number from the bank of which they will use when you check out. This authorization number guarantees that the amount being held by the hotel will be held strictly for the hotel. It is the same everywhere - for every merchant that you do business with your credit card.

When you checkout of the hotel the difference of the money being held on your credit card will be credited back to you but it will take at the minimum 24 hours to process and typically 72 hours. So if, you use a debit card BEWARE!

Difference between a Pre-Authorization and A Charge!

Many newbie travelers after checking out of a hotel and checking their online statements with their banks call the hotel to complain that the hotel has charged too much to their credit/debit card! But in reality, what they are seeing are the Pre-Authorization totals.

The only way to fully know if you were charged is to check your next bank statement. Now, since bank statements can be 30 days away (depending when you checkout out) you may have to wait a few weeks to fully know. But as I said before it takes 72 hours (business days)
before a posting (and or credit of the difference) is on your bank account. So if it has been 3 business days since you checked out don't bother calling the hotel to ask about charges cause now you know!

What Can You Do to Prevent Excessive Pre-Authorizations?

So, so happens, all you HAVE is a Debit-Card and you got bills to PAY! What can you do to ease the burden on your checking account?

Well, if it is going to be a problem there are a few things you can do. But you must be up front about it with the front desk agent who checks you in.

The first thing you can do is tell the front desk agent that you only have enough money on your credit/debit card to cover room and tax and perhaps a days worth of incidentals (hopefully you already have done the math and budgeted properly- don't forget to include tax which is usually high!). Many agents will clear just enough on your card and put you on a cash basis. Meaning you will have to pay for all your extra charges as they occur. (I.e. Pay for your breakfast separately when you eat in the restaurant, or the bar bill when you go to the bar, or the room service attendant when you order room service). Of course this will probably be a drag but you wanted to watch your budget right?

The second thing you can do is buy your room "pre-paid" where your travel agency or internet travel provider like Expedia or Hotels.com or Orbitz will charge you upfront when you make your booking. When you check into the hotel the only thinkg the front desk agent will try to get from your credit card is the incidental portion of your stay (pre-calculated multiplied by the number of nights you are staying). At this point you can say you want to go on a cash basis and the aforementioned cash basis rules will apply which means you CAN'T charge anything to your room!

What To Do When Your Account is Wiped Clean (Or Almost) When Using A Debit Card?

If you find that you need "emergency" cash because the hotel took a lot of money in pre-authorization there are really only 2 ways you can get some relief. Either, a cash advance to your room(posted as a charge or "Paid Out") or to ask the hotel to release the authorization on your redit card which will take quite a few steps to happen.

Option #1 The Paid Out (And Cash Advances)!

Most hotel's have a policy that you CAN NOT do a cash advance either on your credit card or to your room. But some will! Almost all hotel properties have the ability to do so if they choose and they reserve the right to refuse such requests becuase of the nature of the Paid Out. Because Paid out's are cash leaving the hotel and if charged to a credit card, the hotel will have to absorb some fee's from the credit card merchants. This ranges from 2-7%. If a hotel does this for you as a favor to you you may get hit up with a fee to cover this cost. After, a hotel manager apporves such a transaction you will get cash directly from the front desk agent. However, you need to have enough money already pre-authorized on your account to make this happens. This Paid Out will come out of the incidental portion of your credit by the way. So, if they didn't take enough pre-authorization to cover the amount of money you are requesting your request will be DENIED!

Option #2: Releasing The Credit Card Approval

Practically the ONLY way a hotel will release the pre-authorization on your credit card is if your room is pre-paid and you have NOT accrued any charges to your account. It is not possible for a hotel to release a partial authorization. It is either all or nothing with the merchant services (bank). So if you have charges already the hotel is not going to take that chance to lose the authorization with your bank because it is completely possible that they may never be able to get authorization on your card again.

But, if you don't have any charges on your account yet AND your room is pre-paid then it is possible to get the authorization released thus freeing up some of your money.

Most hotels can merely (in their) computers reverse the authorization using their hotel systems. But this process is not immediate to you because the reversal has to go to the night audit who will in turn submit it to the hotels bank for reversal (merchant services). Then it will take 24-72 (business) hours to clear.

However, if you need the funds immediately and you are at the ballpark with your family trying to charge things to the same credit card you gave the hotel then there is something the hotel can do but not all hotel mangers and front desk agaents know how since it is a "retail" trick. The following is what the hotel needs to do release a credit card authorization for immediate funds availability:

Step 1: Ask to Speak to The Front Desk Manager
When you ask to speak to the Front Desk Manager make sure that you have not used up ANY Pre-Authorization Credit. Ask if they can reverse the credit on your Credit/Debit Card for "Immediate Fund" release.

Step 2: Give the Front Desk Manager the 1-800 Number to your Bank
On the back of your credit card is an 1-800 number to your bank. You need to give this to the front desk manager so that he/she can call your bank.

Make sure to ask the Front Desk Manager if the funds will be available either the same day or in afew hours.

If the FOM says no and it will take 24-72 hours then politely say: I heard funds can be released immediately if you contact BOTH your (The Hotel Property) merchant services AND calling my bank with the "Authorization Number" you got from me at Check-In.

Hopefully, this will work for you and the FOM will try and do it (but he/she doesn't have to!)

When the FOM calls both Merchant Services (your bank and the hotel's) saying they want to release the authorization from you for immediate funds availablity your money should be readily available soon after. However, this is all subject to your bank, where it's located, what time it is, and if it's the weekend. It is harder to do if it is NOT a business day.

Conclusion

If you use your Debit Card for Room and Tax and Incidentals expect an immediate hold on your money and remember it is NOT an actual charge but the maximum hold the hotel is holding to cover your hotel charges. Do not use your Debit Card if you do not have enough cash available to cover your hotel stay and incidentals and have bills to pay that week!

#1 Common Traveler Mistake - NOT Reconfirming Reservations

So you think your a smart cat huh? You may want to think again! Just because you have a secretary, travel department, or you know how to find the lowest fare on the internet doesn't necessarily mean you've got a lock on a guaranteed reservation. How so? Check this out!

Making reservations is only half of the battle. Quite frankly it's pretty easy to make reservations and a million ways you can do it (i.e.internet, travel aganet, tour company, friend, secretary, travel department, housing bureau,etc.). But what's so funny the majority of travelers don't even reconfirm their reservation after booking it and that is the #1 reason travelers face dilema's and problem when they arrive at heir hotel or airline of which almost always get blames on "bad customer service".

Just because you made a reservation on a travel site and even on a mega travel site like Expedia, Priceline, Hotels.com, or Orbitz doesn't necessarily mean things are going to go accordingto plan. You see when booking through a 3rd party site, wholesaler, or travel company and NOT with the Hotel or Airline direct you actually are NOT guaranteed a reservation - YET!

Hmmm.. how that be?!

Well, once a booking is made on a 3rd party site or travel provider what really is taking place is that provider is reselling a room that they have contracted out ot sell (called an allotment) from the source (i.e.hotels and airlines). Just because you get a confirmation by email or in the mail from this provider that you have a guaranteed reservation (with them) at a specific hotel or airline doesn't translate into a guaranteed reservation on the supplier side (the hotels and airlines directly).

What needs to still take place is for that travel provider (i.e. Expedia, Orbitz, etc.) to fax or email the reservation directly to the hotel. Once the hotel reviews it they will deduct it off from the allotment that they gave the travel provider. If the allotment is not full then your reservation will be put into the hotel's PMS (Property Management System) and you AND your travel provider will be issued a separate confirmation number that ONLY the hotel or airline provides and maintains.

It is this number that matter most! Not the confirmation number given by a 3d party company! So, when booking 3rd party (you cheap bastard!) you must call the hotel directly to see if they entered your reservation into the system yet. If so, you can request a confirmation number. Better yet have them email, mail, or fax you a hotel generated confirmation letter. These are useful when and if the 3rd party travel provider messes up and never sends your reservations to the hotel or airline to begin with. IF they fail to do this and the hotel or airline doesn't have your reservation in their system, the hotel DOES NOT have to honor your confirmation number and/or letter from your travel agent or 3rd party travel provider. In the hotel's eyes you are 100% responsibele for the making and follow-thru of your reservations. YOU are responsible!

Now, failure to reconfirm your reservation can put you at big risks particular if you are traveling into a sold out town or city (called Cuty Wides). Without a direct hotel reservation confirmation number a hotel probably won't accept you if they are sold out or overbooked. And in reality they don't have too! That really is an issue your going to have to take up with your travel agent!

Oh yea, your a smart person - we almost forgot - you booked on the internet to save a little dough! What's that? You don't have a traveler agent? Oh, I'm sorry! Guess your gonna have to book your room 50 miles away from your planned property of choice at a premium for sure! Don't worry we're sure youll get a refund from your internet provider.

Another reason to reconfirm your reservation is to actually go over the details of your reservation for inconsistencies like rates, arrival, and departure dates.

Well what about room types, bed types, and smoking requests? You ask.

THEY ARE NEVER GUARANTEED! AND ARE ALWAYS TREATED AS A "REQUEST".

So don't be surprise if you requested a non-smoking room with a king size bed and get a smoking room with 2 beds in it! These requests are all based on availability. Not everyone can get a non-smoking king bed room ya' know! How is that possible? And since it's not mathematically possible (since all hotels have various room types) why would a hotel GUARANTEE you that? Hmmm.

Read the small print on your confirmation letter. If you are hard up about getting a non-smoking king bed room type for example and what a guarantee then ask for it and get in writing!

Guess what! You won't be getting one so save your breath.

It is unfortunate that the hospitality and tourisrm industry get such unneccessary flack from inexperienced and many times rude customers when it comes to reservation mess-ups. Not only are they working more with less (budget cuts,etc.) they are dealing with a whole new breed of cheap travelers who expect 5-Star service everywhere they go - even if its a 1-Start hotel. Life would be so much easier if you only reconfirmed your reservation.