Some of you may know this as a given but for many who have not done this for a while, or who may not have a hotel background ....
It is NOT ok to change the room the guest booked unless (1) there is some kind of emergency on your part like plumbing ... or if the current guest suddenly got ill or had a death in family and could not leave .... or (2) you have ok'd it with the guest ahead of time
I had a call late yesterday afternoon for a same day res wanting 3 nights (yay) - they had booked another Inn, the Inn had called them no less than THREE TIMES (a little excessive people!!) to reconfirm their res, and when the guests arrived the Innkeeper advised the guests she had changed their room, and it was NOT for reasons 1 or 2 (above)
Unusually the rooms at this inn are VERY similar, same floor, same bathroom config etc some slightly larger but nothing "major" ot themed
The guests were NOT happy - not so much with the new room they had assigned but for the fact they had never been asked or notified ahead of time so they left
Again I know many of you would never think of this, and I hope would never even think of charging the guest either if they decided to leave .... but some people do and will and IT IS NOT NICE.
It is NOT ok to change the room the guest booked unless (1) there is some kind of emergency on your part like plumbing ... or if the current guest suddenly got ill or had a death in family and could not leave .... or (2) you have ok'd it with the guest ahead of time
I had a call late yesterday afternoon for a same day res wanting 3 nights (yay) - they had booked another Inn, the Inn had called them no less than THREE TIMES (a little excessive people!!) to reconfirm their res, and when the guests arrived the Innkeeper advised the guests she had changed their room, and it was NOT for reasons 1 or 2 (above)
Unusually the rooms at this inn are VERY similar, same floor, same bathroom config etc some slightly larger but nothing "major" ot themed
The guests were NOT happy - not so much with the new room they had assigned but for the fact they had never been asked or notified ahead of time so they left
Again I know many of you would never think of this, and I hope would never even think of charging the guest either if they decided to leave .... but some people do and will and IT IS NOT NICE.