Reservation Key Users Part 2

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Hillbilly

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As an innkeeper for almost 15years, I have seen a lot of change in our industry. Some good, some bad. Fifteen years ago, you didn't even need to take a credit card because if a customer reserved a room, they would arrive and pay for it.
Fast forward 15 years and I wont even take a reservation by phone, much less without charging a fee. Lets face it, sadly, a hand-shake does not mean anything anymore. People have lost this trait to the idea of “Whats best for me and me only”?
Then came TripAdvisor. Great Idea. When it first came out I thought this is going to be a nice place for people to tell what a great time they have had at different properties. The problem with this site is, that it is most definitely geared towards the customer only. Businesses have no opportunity to tell about “Joe who got drunk and damaged the room when he threw a chair and knocked a hole in the wall”... or “Hank who smoked in a non-smoking room for 4 nights” causing the property to lose money because the next guests refused to stay in a smoke filled room-at which point, said property charges a smoking fee to old Hank, who immediately gets mad and posts a terrible, and untrue review about the Inn. And so on, and so forth...you probably get the idea.
What can we do about it? Well, here is my idea. John already has a valuable tool. He has a reservation system that has 100’s, if not 1000’s of people per day that stay in lodging properties in different parts of the Country. I would really like to know if a “Hank” or a “Joe”, is a guest that is attempting to reserve a room with my property (or perhaps has already reserved). The idea is simple. It’s a simple ranking system for guests. If I have a guest that is out of line, or cancels last minute and refuses to pay...or smokes in a non-smoking room, causes problems etc.... I can simply write a few notes down and give a quick 1-5 rating or subsequent rating system at check out. When that guests makes a reservation on another property that uses Reservation Key, that property can view what happened and decide if they want that guest to be able to stay or not. You do not have to have a reason. Or at least know going into it to make sure and remind them you are a non smoking property and so on. If they start getting a few good reviews, so to speak, their ranking or score will go back up.
Do I think an innkeeper will write about every guest? No! However, I do think they will click a 1-5 rating. I also think they will write about something bad or destructive that happened. This would be VERY useful info. If we all work together on this idea, I think this would be awesome. I did have one feed back about the thought of been sued. We might want to look into this. Good point. I doubt that is the case. Why? Look at what TripAdvisor does to us. People can post what ever they want about us. We are not sharing personal info through this. Its a simple good old opinion of what happened to us. Thanks for taking the time to read this long post!
 
I think each guest would be onerous but I think we would probably take the time to add to a PITA List with why PITA.
 
I would not name names.
I would never put a guest's confidential information in any database, unless it was with the local police and I filed a complaint.
This is dangerous ground, imo.
 
I think each guest would be onerous but I think we would probably take the time to add to a PITA List with why PITA..
That's funny! Good idea. It doesnt have to be all bad stuff. You could post something useful about that guest. Example....this guests has a thing for pillows. You might want to add a few. The guest arrives and has a bed full of pillows......Guess who just earned brownie points for having extra pillows? Or how about this....this guest posted a review about us complaining we didn't offer Splenda. (Did i mention he never asked for it while he stayed with us.)and how bad it was it was not available......you don't offer Splenda. So you make sure you have some before this guest arrives. Guess what? You just avoided a bad review.
 
I would not name names.
I would never put a guest's confidential information in any database, unless it was with the local police and I filed a complaint.
This is dangerous ground, imo..
Joey Bloggs said:
I would not name names.
I would never put a guest's confidential information in any database, unless it was with the local police and I filed a complaint.
This is dangerous ground, imo.
What confidential information do you think we would be giving out?
 
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public.
 
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public..
gillumhouse said:
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public.
I do understand what you are saying. What privacy issues would be a concern with stating a guests likes lots of pillows? Or, I recommend having Splenda for this guests? Or, This guest smoked in a non smoking room? We are not making this viewable to the public. Its just useful info for property owners. These are opinions only. Like I said, no private info is being handed out.
 
This reminds me of a discussion we had here a year or so ago when I posted a new topic asking if there was a way to mark a guest DNB (do not book) in ResKey so they could not re-book if you didn't want their business again (since we do not screen guests before approving a reservation...we let them book, pay, and have a confirmed reservation from ResKey all in real time, but would like a way to keep DNB people from booking again).
I never asked John. We just discussed it here and it went no further. A problem we saw was that you would have to figure out a way to make sure you're working with the same person as before. That might not be easy since people don't always enter their name the same way, sometimes full name, sometimes nickname, sometimes enter spouse's name, etc. Home addresses change, e-mail addresses change, etc. Cell phone numbers might be the most permanent ID people have these days, and they also won't always give the same phone number for that.
If the ID problem can be solved, I'd suggest doing it this way:
  • New guests into the system are assigned a default 3 star rating, and they stay there if nobody posts a review about them.
  • Each individual property can set a threshold, below which the system will NOT allow that person to make a real-time reservation, but instead gives the guest a message that the innkeeper will check availability and let them know if they can be accommodated. For example, I might set my threshold at 2 stars, so if someone with a 1.5 star rating tries to reserve, they won't get the reservation confirmed until I get a message from ResKey, check them out, and decide if I'll accept them.
  • As you mentioned, their original 3 star rating would go down if enough inns give them bad ratings, or go up above 3 if enough give them excellent ratings.
 
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public..
gillumhouse said:
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public.
I do understand what you are saying. What privacy issues would be a concern with stating a guests likes lots of pillows? Or, I recommend having Splenda for this guests? Or, This guest smoked in a non smoking room? We are not making this viewable to the public. Its just useful info for property owners. These are opinions only. Like I said, no private info is being handed out.
.
Just the fact they are able to BE tracked and seen by other inns may be construed as an invasion of privacy. As nice as it sounds to the innkeeper side of me, the John Q Public side of me would NOT be happy to find out such a list exists. Do not think for one minute it would remain a twixt us thing - its existence WILL get out should it be created. I foresee a total non-use of RezKey once that info gets out. John Q will not book where it is being used once it is known. Intriguing but I do not want it. i will take my chances as I do now that Horrible Harry will go elsewhere - preferably to some hotel or motel.
 
This reminds me of a discussion we had here a year or so ago when I posted a new topic asking if there was a way to mark a guest DNB (do not book) in ResKey so they could not re-book if you didn't want their business again (since we do not screen guests before approving a reservation...we let them book, pay, and have a confirmed reservation from ResKey all in real time, but would like a way to keep DNB people from booking again).
I never asked John. We just discussed it here and it went no further. A problem we saw was that you would have to figure out a way to make sure you're working with the same person as before. That might not be easy since people don't always enter their name the same way, sometimes full name, sometimes nickname, sometimes enter spouse's name, etc. Home addresses change, e-mail addresses change, etc. Cell phone numbers might be the most permanent ID people have these days, and they also won't always give the same phone number for that.
If the ID problem can be solved, I'd suggest doing it this way:
  • New guests into the system are assigned a default 3 star rating, and they stay there if nobody posts a review about them.
  • Each individual property can set a threshold, below which the system will NOT allow that person to make a real-time reservation, but instead gives the guest a message that the innkeeper will check availability and let them know if they can be accommodated. For example, I might set my threshold at 2 stars, so if someone with a 1.5 star rating tries to reserve, they won't get the reservation confirmed until I get a message from ResKey, check them out, and decide if I'll accept them.
  • As you mentioned, their original 3 star rating would go down if enough inns give them bad ratings, or go up above 3 if enough give them excellent ratings.
.
Great Idea. I have several ways of doing the ID problem. Its not full proof but workable. I think we can all come up with some good ideas.
A place to start:
1) When a user makes a reservation for the first time through Res Key they are issued a ID number. John can send these out. Has nothing to do on our end. This number has several different purposes.
a) If another Bed and Breakfast or Hotel uses Res Key for their reservation program, the customer can type in that ID number and it fills out all of their info with one click. Except for credit card info.
b) The guests can earn points by reserving at a Res Key property by using that ID number.
If you get enough points, they get a $100 gift certificate....or something. By doing this, they keep using the same ID number. This gives us a better chance to keep track of them so to speak.

People will come and go with names and emails. You are correct. Most people will keep an email address for a long time. I think this is the best way to do it. Or maybe John can work it where any of the four info can trigger it. Phone, email, address, ID#......
 
I think it could be great IF the few issues can be worked out, like ID and legal/liability issues.
I don't see it as much different from a hotel chain sharing guest info among their hundreds of hotels, and don't really see average guests digging in to it to the level of blackballing ResKey properties as K suggests. If anything, it might cause bad guests to avoid ResKey properties since we're on to them, but that is a benefit, not a drawback.
Maybe just start with the star rating system, which isn't at all intrusive into a guest's privacy, and add the comments later if it can be worked out.
It probably would be best that just one or two bad ratings couldn't pull someone down too low since just because one innkeeper took a dislike to someone, doesn't necessarily mean the rest of us would have problems and want to avoid the guest's business.
Maybe the DNB marker for a individual property could be added in at the same time. You could mark them as definitely DNB at your own property, and also give them a star rating that would influence/advise other inns about taking them or not, at their option.
 
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public..
gillumhouse said:
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public.
I do understand what you are saying. What privacy issues would be a concern with stating a guests likes lots of pillows? Or, I recommend having Splenda for this guests? Or, This guest smoked in a non smoking room? We are not making this viewable to the public. Its just useful info for property owners. These are opinions only. Like I said, no private info is being handed out.
.
Just the fact they are able to BE tracked and seen by other inns may be construed as an invasion of privacy. As nice as it sounds to the innkeeper side of me, the John Q Public side of me would NOT be happy to find out such a list exists. Do not think for one minute it would remain a twixt us thing - its existence WILL get out should it be created. I foresee a total non-use of RezKey once that info gets out. John Q will not book where it is being used once it is known. Intriguing but I do not want it. i will take my chances as I do now that Horrible Harry will go elsewhere - preferably to some hotel or motel.
.
gillumhouse said:
Just the fact they are able to BE tracked and seen by other inns may be construed as an invasion of privacy. As nice as it sounds to the innkeeper side of me, the John Q Public side of me would NOT be happy to find out such a list exists. Do not think for one minute it would remain a twixt us thing - its existence WILL get out should it be created. I foresee a total non-use of RezKey once that info gets out. John Q will not book where it is being used once it is known. Intriguing but I do not want it. i will take my chances as I do now that Horrible Harry will go elsewhere - preferably to some hotel or motel.
But see, I don't want your Horrible Harry to do what he did to you to me. I have been talking to my state Rep about this idea as well. He loved the idea. He thought it would be a great thing to try in the private sector. That's why I contacted John. If this is something he passes on, its ok. My state Rep already said he would love to try and get this passed on a National level, If that's the case, every lodging property in the USA would have to comply. He told be it would be as simple as using a Drivers license number. Or a government issued Lodging Number. Would it be nice to know if you are an innkeeper with small kids and you had a convicted child molester that is trying to make a reservation with you? Or maybe you have never thought of that. I do like Arkansawyers idea. I think that is a good suggestion. John also had the idea of getting other reservation systems on board as well. I think that would be great. I wish it would grow so big that every reservation program would do this.
 
I think it could be great IF the few issues can be worked out, like ID and legal/liability issues.
I don't see it as much different from a hotel chain sharing guest info among their hundreds of hotels, and don't really see average guests digging in to it to the level of blackballing ResKey properties as K suggests. If anything, it might cause bad guests to avoid ResKey properties since we're on to them, but that is a benefit, not a drawback.
Maybe just start with the star rating system, which isn't at all intrusive into a guest's privacy, and add the comments later if it can be worked out.
It probably would be best that just one or two bad ratings couldn't pull someone down too low since just because one innkeeper took a dislike to someone, doesn't necessarily mean the rest of us would have problems and want to avoid the guest's business.
Maybe the DNB marker for a individual property could be added in at the same time. You could mark them as definitely DNB at your own property, and also give them a star rating that would influence/advise other inns about taking them or not, at their option..
thumbs_up.gif
I agree totally. If a guests has a problem with the thought of me posting a review so to speak about them.....then I dont want them to stay with me to begin with. So yes, that is a big + for me.
 
This reminds me of a discussion we had here a year or so ago when I posted a new topic asking if there was a way to mark a guest DNB (do not book) in ResKey so they could not re-book if you didn't want their business again (since we do not screen guests before approving a reservation...we let them book, pay, and have a confirmed reservation from ResKey all in real time, but would like a way to keep DNB people from booking again).
I never asked John. We just discussed it here and it went no further. A problem we saw was that you would have to figure out a way to make sure you're working with the same person as before. That might not be easy since people don't always enter their name the same way, sometimes full name, sometimes nickname, sometimes enter spouse's name, etc. Home addresses change, e-mail addresses change, etc. Cell phone numbers might be the most permanent ID people have these days, and they also won't always give the same phone number for that.
If the ID problem can be solved, I'd suggest doing it this way:
  • New guests into the system are assigned a default 3 star rating, and they stay there if nobody posts a review about them.
  • Each individual property can set a threshold, below which the system will NOT allow that person to make a real-time reservation, but instead gives the guest a message that the innkeeper will check availability and let them know if they can be accommodated. For example, I might set my threshold at 2 stars, so if someone with a 1.5 star rating tries to reserve, they won't get the reservation confirmed until I get a message from ResKey, check them out, and decide if I'll accept them.
  • As you mentioned, their original 3 star rating would go down if enough inns give them bad ratings, or go up above 3 if enough give them excellent ratings.
.
Great Idea. I have several ways of doing the ID problem. Its not full proof but workable. I think we can all come up with some good ideas.
A place to start:
1) When a user makes a reservation for the first time through Res Key they are issued a ID number. John can send these out. Has nothing to do on our end. This number has several different purposes.
a) If another Bed and Breakfast or Hotel uses Res Key for their reservation program, the customer can type in that ID number and it fills out all of their info with one click. Except for credit card info.
b) The guests can earn points by reserving at a Res Key property by using that ID number.
If you get enough points, they get a $100 gift certificate....or something. By doing this, they keep using the same ID number. This gives us a better chance to keep track of them so to speak.

People will come and go with names and emails. You are correct. Most people will keep an email address for a long time. I think this is the best way to do it. Or maybe John can work it where any of the four info can trigger it. Phone, email, address, ID#......
.
My point is this - we are NOT a hotel chain. One chain may share info among its own hotels, but does not share that info with other chains. We are individual businesses - each owned and operated by different individuals and each unique. One of our plus points is that we are NOT a chain. The more I think about it, the less enamored I am of the idea.
I prefer to be who and what I am and let Joe see me as that and nothing more or less. And I prefer to see him as he is in my inn, not have a preconceived notion from someone else.
 
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public..
gillumhouse said:
I also worry about the privacy issue which I did bring up to John. You cannot compare this to T A because WE are out in the Public, we trumpet our presence to attract moths to our flames. the moths, however, are NOT Public and really do not wish to be public - even to just us public.
I do understand what you are saying. What privacy issues would be a concern with stating a guests likes lots of pillows? Or, I recommend having Splenda for this guests? Or, This guest smoked in a non smoking room? We are not making this viewable to the public. Its just useful info for property owners. These are opinions only. Like I said, no private info is being handed out.
.
Just the fact they are able to BE tracked and seen by other inns may be construed as an invasion of privacy. As nice as it sounds to the innkeeper side of me, the John Q Public side of me would NOT be happy to find out such a list exists. Do not think for one minute it would remain a twixt us thing - its existence WILL get out should it be created. I foresee a total non-use of RezKey once that info gets out. John Q will not book where it is being used once it is known. Intriguing but I do not want it. i will take my chances as I do now that Horrible Harry will go elsewhere - preferably to some hotel or motel.
.
gillumhouse said:
Just the fact they are able to BE tracked and seen by other inns may be construed as an invasion of privacy. As nice as it sounds to the innkeeper side of me, the John Q Public side of me would NOT be happy to find out such a list exists. Do not think for one minute it would remain a twixt us thing - its existence WILL get out should it be created. I foresee a total non-use of RezKey once that info gets out. John Q will not book where it is being used once it is known. Intriguing but I do not want it. i will take my chances as I do now that Horrible Harry will go elsewhere - preferably to some hotel or motel.
But see, I don't want your Horrible Harry to do what he did to you to me. I have been talking to my state Rep about this idea as well. He loved the idea. He thought it would be a great thing to try in the private sector. That's why I contacted John. If this is something he passes on, its ok. My state Rep already said he would love to try and get this passed on a National level, If that's the case, every lodging property in the USA would have to comply. He told be it would be as simple as using a Drivers license number. Or a government issued Lodging Number. Would it be nice to know if you are an innkeeper with small kids and you had a convicted child molester that is trying to make a reservation with you? Or maybe you have never thought of that. I do like Arkansawyers idea. I think that is a good suggestion. John also had the idea of getting other reservation systems on board as well. I think that would be great. I wish it would grow so big that every reservation program would do this.
.
Bob said:
gillumhouse said:
Just the fact they are able to BE tracked and seen by other inns may be construed as an invasion of privacy. As nice as it sounds to the innkeeper side of me, the John Q Public side of me would NOT be happy to find out such a list exists. Do not think for one minute it would remain a twixt us thing - its existence WILL get out should it be created. I foresee a total non-use of RezKey once that info gets out. John Q will not book where it is being used once it is known. Intriguing but I do not want it. i will take my chances as I do now that Horrible Harry will go elsewhere - preferably to some hotel or motel.
But see, I don't want your Horrible Harry to do what he did to you to me. I have been talking to my state Rep about this idea as well. He loved the idea. He thought it would be a great thing to try in the private sector. That's why I contacted John. If this is something he passes on, its ok. My state Rep already said he would love to try and get this passed on a National level, If that's the case, every lodging property in the USA would have to comply. He told be it would be as simple as using a Drivers license number. Or a government issued Lodging Number. Would it be nice to know if you are an innkeeper with small kids and you had a convicted child molester that is trying to make a reservation with you? Or maybe you have never thought of that. I do like Arkansawyers idea. I think that is a good suggestion. John also had the idea of getting other reservation systems on board as well. I think that would be great. I wish it would grow so big that every reservation program would do this.
Now you have given me a total reason for a resounding NO! I have more than enough government in my business. This would just be another way for the government to track people. NO - the largest NO I can possibly say!
 
This reminds me of a discussion we had here a year or so ago when I posted a new topic asking if there was a way to mark a guest DNB (do not book) in ResKey so they could not re-book if you didn't want their business again (since we do not screen guests before approving a reservation...we let them book, pay, and have a confirmed reservation from ResKey all in real time, but would like a way to keep DNB people from booking again).
I never asked John. We just discussed it here and it went no further. A problem we saw was that you would have to figure out a way to make sure you're working with the same person as before. That might not be easy since people don't always enter their name the same way, sometimes full name, sometimes nickname, sometimes enter spouse's name, etc. Home addresses change, e-mail addresses change, etc. Cell phone numbers might be the most permanent ID people have these days, and they also won't always give the same phone number for that.
If the ID problem can be solved, I'd suggest doing it this way:
  • New guests into the system are assigned a default 3 star rating, and they stay there if nobody posts a review about them.
  • Each individual property can set a threshold, below which the system will NOT allow that person to make a real-time reservation, but instead gives the guest a message that the innkeeper will check availability and let them know if they can be accommodated. For example, I might set my threshold at 2 stars, so if someone with a 1.5 star rating tries to reserve, they won't get the reservation confirmed until I get a message from ResKey, check them out, and decide if I'll accept them.
  • As you mentioned, their original 3 star rating would go down if enough inns give them bad ratings, or go up above 3 if enough give them excellent ratings.
.
Great Idea. I have several ways of doing the ID problem. Its not full proof but workable. I think we can all come up with some good ideas.
A place to start:
1) When a user makes a reservation for the first time through Res Key they are issued a ID number. John can send these out. Has nothing to do on our end. This number has several different purposes.
a) If another Bed and Breakfast or Hotel uses Res Key for their reservation program, the customer can type in that ID number and it fills out all of their info with one click. Except for credit card info.
b) The guests can earn points by reserving at a Res Key property by using that ID number.
If you get enough points, they get a $100 gift certificate....or something. By doing this, they keep using the same ID number. This gives us a better chance to keep track of them so to speak.

People will come and go with names and emails. You are correct. Most people will keep an email address for a long time. I think this is the best way to do it. Or maybe John can work it where any of the four info can trigger it. Phone, email, address, ID#......
.
My point is this - we are NOT a hotel chain. One chain may share info among its own hotels, but does not share that info with other chains. We are individual businesses - each owned and operated by different individuals and each unique. One of our plus points is that we are NOT a chain. The more I think about it, the less enamored I am of the idea.
I prefer to be who and what I am and let Joe see me as that and nothing more or less. And I prefer to see him as he is in my inn, not have a preconceived notion from someone else.
.
Good opinions. Just another idea. Do you like just a simple 1-5 ranking with no info? Or what about the idea of only sharing positive info? Like my example of the pillows or Splenda? That I think is useful info to make us stand even further apart from Hotels. Makes us a "Better Way to stay"! Helping all of us out to make sure our guests are treated as the best we can with help from each other. Thoughts on that? Don't kill the idea. I think we have something to work with here. Not only for us but guests as well.
 
I have been thinking about this all afternoon. Would something like this be nice to have, yes! I would like to avoid having a bad guest BUT this would NOT be a good practice for many, many reasons!
1) Unless very detailed info is kept there are no grantees that the same Harry S mith that damaged Joe's B&B is the same one booking at your place.
2) Rating systems are subjective, even TA hasn't got that mastered. One innkeeper could mark Harry as a DNA because of something most of us would consider minor, like a broken glass that wasn't mentioned or paid for while most of us would call that as part of being in business.
3) The potential of the unexperienced innkeeper (or hired help) telling Harry why he can't book - "you have a negative rating because you damage property at XYZ Inn"
I am sure hotel chains carry a list, but they are just that a CHAIN, they are connected and may share guest data, we are separate businesses with our own information, sharing any info with others may be subject to privacy laws. And given that the individual could be inaccurately marked as a bad guest, could be grounds for a slander lawsuit.
As mentioned, businesses are public so this is how TA can get away with their review site and why individuals can say anything about a business without having to provide their name or proof. On the other hand, there are privacy laws for individuals.
 
I think each guest would be onerous but I think we would probably take the time to add to a PITA List with why PITA..
That's funny! Good idea. It doesnt have to be all bad stuff. You could post something useful about that guest. Example....this guests has a thing for pillows. You might want to add a few. The guest arrives and has a bed full of pillows......Guess who just earned brownie points for having extra pillows? Or how about this....this guest posted a review about us complaining we didn't offer Splenda. (Did i mention he never asked for it while he stayed with us.)and how bad it was it was not available......you don't offer Splenda. So you make sure you have some before this guest arrives. Guess what? You just avoided a bad review.
.
It wouldn't apply to me as I am a uk property - but to be blunt there are a lot of cheeters and they will not want their information logging anywhere.
 
I think each guest would be onerous but I think we would probably take the time to add to a PITA List with why PITA..
That's funny! Good idea. It doesnt have to be all bad stuff. You could post something useful about that guest. Example....this guests has a thing for pillows. You might want to add a few. The guest arrives and has a bed full of pillows......Guess who just earned brownie points for having extra pillows? Or how about this....this guest posted a review about us complaining we didn't offer Splenda. (Did i mention he never asked for it while he stayed with us.)and how bad it was it was not available......you don't offer Splenda. So you make sure you have some before this guest arrives. Guess what? You just avoided a bad review.
.
dup post
 
In order to be tracked, guests would have to create "an account" with "the system" and register themselves. In the process, they would have to be informed of the "terms and conditions" and check a box agreeing.
Inns/properties should have the options to either (a) require all their guests to register with the system, (b) give guests the option of registering with the system or just making a reservation without registering, or (c) bypassing the system all-together and just making a reservation.
 
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