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gee4
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« on: March 23, 2009, 05:01:37 pm » |
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How do you handle hotel reservations?
- Verbally by phone?
- Via email?
- By fax?
- Some or all of the above?
I am very particular about processes and procedures so when I make hotel reservations, I usually speak to someone by phone and then confirm all in an email with the address they provide.
On Friday I did just that and awaited confirmation of the Reservation No. This morning I came in to work and no email so I requested it again and still nothing. I have just called the hotel who don't have the guests booked in or seem to have any recollection of my telephone call or email.
Do you come across this very often? I just fail to see how people cannot implement simple processes and procedures to make their job work.
I have asked for an explanation as to why my email on Friday and subsequent email this morning were not passed on, although I doubt there will be any kind of feedback. Luckily the hotel has availability but as I pointed out, that is not the issue.
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misslynn
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« Reply #1 on: March 23, 2009, 06:02:01 pm » |
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It depends on my relationship with the hotel. For properties I use often, I have a direct contact that I make reservations through, either through e-mail or phone. I always, always, always require an e-mail confirmation and typically also follow up with the front desk on the day of the reservation to confirm the room type/specifications.
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adminforyou
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« Reply #2 on: March 23, 2009, 10:09:55 pm » |
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Luckily most of the time I have worked with a travel agency. When I work on my own I phone, email and use their website to make sure that my reservation is on the books. I usually try to talk to a manager and make sure that they understand the when, where, who and why of the reservation. Then check on it the week before, the day before and the day of.
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peaches2160
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« Reply #3 on: March 23, 2009, 10:21:36 pm » |
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I generally work thorugh our corporate travel agency. I receive an itinerary showing all details for air, ground and hotel. When booking for groups, I always confirm the reservation via e-mail confirmation.
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gee4
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« Reply #4 on: March 24, 2009, 08:54:53 am » |
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Well I found out before I left yesterday the confirmation email I sent was not passed on and I am extremely angry that this happened, especially as I made the initial contact for the reservation by phone.
As it was a local hotel I called them directly, but if I am booking a hotel outside NI, I would call the company travel agent and book through them.
It seems you just cannot rely on others these days to do their part.
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Cathy S
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« Reply #5 on: March 24, 2009, 11:11:48 am » |
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Good morning
My preferred choice is to make the entire booking online and receive a confirmation by e-mail - it has never failed me yet.
My pet frustration with hotels is the local 'large boutique' hotel that we get preferential rates for - they are very good rates BUT to get them we have to phone central reservations (they can never find us on the list of accounts and by the time they do they often don't have any quota left on the rate); if we pass that hurdle we have to make an electronic order on our commitment purchase system (make sure the VAT is deducted from the preferential rate they have confirmed because they will not quote us an ex VAT price); then we have to send a fax to the hotel reception.
Overkill in the extreme, but what is most frustrating of all is that 8 times out of 10 they then claim not to have received the fax and insist on charging our guest directly AAARRRGGGHHH!
The worst reservation I ever had to make was with an Italian hotel - I had sent e-mail, which hadn't been answered within the hour so my boss insisted I phone "... since they will all speak really good English". The Receptionist couldn't speak a word of English and plainly didn't understand any - came back to bite him though when they hadn't booked the return taxi for the correct time and he hadn't thought to check in person during his stay!
Cathy
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rose.winter1980
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« Reply #6 on: March 24, 2009, 04:07:30 pm » |
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Tell me about it ...
I have just come off the phone having had a conversation with some cloth-headed Hooray Henrietta who appears to think that "rules is rules". I'm reserving a meeting room plus catering at a conference centre. One particular room (the one I'm reserving - only one available that day) has space for a large number of delegates. We have a small number of delegates. Wait for this and pay attention: a sandwich lunch is not available in this room (only a hot or cold buffet) BECAUSE the room holds a large number of delegates and it's a lot of work making sandwiches for a large number. But we DON'T have a large number of delegates. It's not our fault that this room is the only one available. And NO, they can't "bend the rules" and provide a sandwich lunch (which is all that is required) for a small number of delegates.
Maybe, in this recession, some of these people will finally lose their jobs! They jolly well should.
Winter Rose
Laugh long, sing loud and dance when you get the chance
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gee4
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« Reply #7 on: March 24, 2009, 04:10:40 pm » |
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I've just got myself a coffee and nearly choked on it.
That is too funny for words although I do sympathise with you. Some of these people/rules are off their trolley!
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peaches2160
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« Reply #8 on: March 24, 2009, 04:39:32 pm » |
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Have you talked to the manager? Have you thought about taking your business elsewhere? Most businesses try to accommodate in this economic climate, just glad to have the booking.
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rose.winter1980
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« Reply #9 on: March 24, 2009, 05:22:23 pm » |
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Peaches,
I have just made a reservation elsewhere. I will contact the manager later. I really don't have time to argue my way through this right now. The meeting venue has had to be moved from our offices to another place at very short notice. Not my problem any longer.
Winter Rose
Laugh long, sing loud and dance when you get the chance
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peaches2160
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« Reply #10 on: March 25, 2009, 12:15:57 am » |
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Hopefully this will work out for you. Let us know what the outcome is.
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gee4
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« Reply #11 on: March 25, 2009, 09:40:21 am » |
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I think in my situation, it's a dead duck. The reservations assistant I dealt with has just said she never got the email, no mention of whether it was received by anyone else or not.
I guess that covers her a** and her co-workers for a mistake they are not admitting to.
You never get to the bottom of these things, ever, but I do hope you get a better outcome Rose.
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rose.winter1980
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« Reply #12 on: March 25, 2009, 11:47:38 am » |
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Success. I've arranged the meeting at the perfect venue and nice people too. I will park Miss Unhelpful 2009 (sorry if anyone has nominations for that award - I've just given it out) for later. I don't have time to pursue this right now and in any case I think it answers the phone where it "works" so probably unlikely to get through to its manager if it suspects it might be complained about.
Heyho. She might not last long in her job. We have an admin job going here in my company. Only 18 hours spread over three days a week paying just over £11K and just in one morning we received 118 (yep, our office manager counted!) applications. As I said, there's recession.
Winter Rose
Laugh long, sing loud and dance when you get the chance
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gee4
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« Reply #13 on: March 25, 2009, 11:55:52 am » |
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Well done Rose. Maybe DD should have a presentation ceremony and out the winners of these prestigious awards!
118 applications for 1 job - how on earth do you shortlist for that if everyone has the same qualifications?
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