I’m so perplexed. I walked in and a guest was freaking out about having to pay a $50 deposit fee and decided to leave, but I already knew I’d have to pay so it wasn’t a big deal.

Anyways during check in, everything went smooth. The guy behind the counter goes “alright and the deposit is $50”

I said sure, let me know when you’re ready and grabbed my card.

He said “eh, actually, you’re fine, just take care of the room.”

I was like dafuq? I asked him - are those problem guests or something? And he said we really only charge those fees to “locals” to protect ourselves.

I was like ahh, okay fair enough. But I’m confused why they would just waive the deposit when I was already happy to pay it?

Is this standard hotel practice or something? I’ve been trying to figure it out. I feel like they’re screening guests and deciding if they’re a risk of destroying a room and deciding whether or not to charge the fee lol. Any input appreciated

A sense check would be very welcomed!!

Long term would be amazing to get out of hospo and have a bit more of a life tbh. There’s things I do enjoy about it but don’t see myself going into the management game for progression and would love to just have more of a standard daytime and consistent working pattern. UK job market is not good right now, I’m already in the “just take any job” job, but I do need my next move to make sense overall.

Currently working in a 4*, just over 200 rooms, big leisure resort type place with a mix of leisure, business travel, MICE, social events and weddings. My title is Guest Relations/Duty Manager. Get good feedback from management but honestly don’t feel like I’m doing much and struggle with my confidence. Feel like I’m the last one to know a lot of things and not super involved. Been here about a year and definitely feel I’ve learned a lot and become more independent in what I’m doing. Enjoy the hotel itself and a lot of the people I work with. This role feels really fixed, I do support other areas somewhat but there’s not much depth to what I’m doing at all. The bar feels like it’s basically on the floor with what’s expected of me and I’ve exhausted what I can even think of to try and get opportunities to learn anything else (I’ve surmised that I’m basically expected to mind read and know what I don’t know, in order to directly find anything out, just oddly gatekeepy and for nothing because it all turns out to be basic AF), or just to try and get anything else to do. Few other reasons I’d want to move on but don’t want to get too close to identifying the place.

Potentially could have the opportunity to move into a 3*, 30 ish rooms, more of a focus on social events, regular business events, weddings, business travel, locals coming in to the bar/restaurant. A big benefit is it’s a lot closer to home so would significantly cut down my commute. Title would also be DM, but a bit of a wider role due to the place being smaller, including an active role in events coordination (they don’t have a dedicated role for this so it comes to the management and reception team). Also discussed more possibilities of getting involved in more of like operations management side of the business. Much smaller team and seemingly less of a bureaucracy in terms of ownership than my current place so can see me being much more actively involved and feel like my contributions could be a bit more clearly demonstrable. I have a 2nd interview coming up for this so also appreciate any suggestions for what to discuss.

Aside from the benefits of a shorter commute I would be hopeful that the broader and more operational management aspects could lead into either more opportunity in the hotel itself or be a bit more translatable in looking to move outside of hospitality. Thoughts on this very welcome…

So I just recently started my first hotel job as a front desk agent at a boutique 107 room hotel and I eventually want to get into revenue management. I graduate with my hospitality degree this summer of 2027 and looking to start applying for mit programs, reservations jobs, as well as entry level revenue analyst positions (just cuz why not) to have a job lined up for after graduation. But I’ve only ever worked in hotels for 6 months and was wondering if I should stay in the front desk a little longer before transitioning. I do want to change properties after graduation bc the place I work at the leadership and organization isn’t the best, so I would like to see/experience a different work culture. But I have learned a lot when it comes to navigating Opera and our reservations system. I have become confident in analyzing folios, finding billing issues in the credit limit, interpreting different rate codes, and setting up/correcting routing for our third party reservations. But now I really want to learn more about the revenue aspect of hotels and am looking to grow into that area of the industry. I’m just wondering if it’s too early for me to switch departments.

Hello!

My hotel is being taken over and the new owners have just informed us, four hours before, that we are to attend an unpaid meeting outside of my regular hours to receive health insurance thru them, and have said if I do not attend, they aren't giving me or anyone else insurance when we start for them in November. I do not work for this company yet, is this allowed?

For context: this was a very nice extended stay hotel, I’ve been staying here for around two months while on a trip and haven’t had an issue.

It was around 10:30 PM, I received a noise complaint from my downstairs neighbor, after he slammed the ceiling with something and screamed profanities through the floor. I was legitimately confused because I was just packing my things and walking quietly around the room to gather my stuff.

I wasn’t playing music, talking, anything. I was wearing nothing but PJ’s, trying to pack for an early departure the next day, since some stuff had to be brought to a storage unit.

The night-shift employee came up, knocked on my door, and told me that it was alright to continue packing but to keep it down, I said I had no idea how I made enough noise to disturb the person below me. I was extremely confused so I continued packing as quietly and slowly as I could, but recorded myself the entire time so the hotel employee could see I wasn’t being unreasonable.

Another hour goes by and I literally walked from my couch to my bed to plug in my phone after folding my laundry and packing it, once again, my downstairs neighbor started banging on the ceiling of his room. Another knock at the door, and this time the employee asked if I could stop packing. I said I couldn’t, as I needed to have this all ready to go in the morning.

I then said, “I have been recording myself and what I’ve been doing since you left, I honestly have no idea what I’m doing to make noise in their room.” I offered the videos I’d taken of myself in the hotel room packing quietly, but the employee said they wouldn’t watch them and then said to me:

“If I get a call from them again, I’m going to ask you to leave.”

I was genuinely stunned, I had no idea what was happening. I’d been keeping quiet, I swear to God. I was moving especially carefully on the balls of my feet to not upset the downstairs neighbor. The employee then suggested I pack at 4 AM instead, since I planned on leaving at 5 AM.

I said, “So I would just get kicked out at 4 AM when they get disturbed instead of right now?”

The employee said, “Possibly.”

I just told the employee I’d be checking out as soon as I finished packing. I tried showing him the video footage of what I was doing when the second complaint was made (literally just walking the two feet from the couch to my bed) and he refused to watch it.

I asked him if this was company policy and he said:

“No, I just didn’t know what else to do.”

Then he mentioned that he got another call about me while I was moving my stuff out of the room and said I was apparently “stomping around” getting my bags out the door (admittedly, I hit the doorframe on accident with my duffle). I admittedly got a little angry and said, “You threatened to kick me out of my room because I was walking around at night?”

He said, “You disturbed your neighbor downstairs.”

Is this common practice? I travel a lot for work and have never gotten a noise complaint before this incident. I’d assumed that they’d investigate them at least somewhat. I ended up sleeping in my car at 3 AM after I’d gotten everything moved into the storage unit.

Hi all, i am currently working as an sales executive for Astor kolkata and have 5 yrs exp in hotel sales and i want to switch to Hyderabad.

Any leads will be highly appreciated.

I’m staying at an IHG hotel in Colorado soon. I have some back problems, and having extra pillows really helps. They usually put 4 pillows on the bed as a standard. Would it be reasonable to ask for 2 extra pillows at check-in?

Hey everyone!

I have an upcoming group interview at Hilton for a Bellperson position, and I really want to make a strong impression and increase my chances of getting hired.

I've never been a huge fan of group interviews because you're competing with several other candidates at the same time, and I want to make sure I stand out for the right reasons without coming across as overly aggressive or trying too hard.

• What kinds of questions should I expect during the group interview?
• How can I make myself stand out from the other candidates?
• What qualities are Hilton interviewers specifically looking for in a Bellperson?
• How do I demonstrate confidence, professionalism, and excellent customer service skills without dominating the conversation?
• Are there any specific answers, questions, or behaviors that would really impress the interviewers?
• How many questions does each candidate typically get asked?

I understand that the Bellperson role is all about creating a great first impression, making guests feel welcome, and providing exceptional service. I want to show the interviewers that I'm someone who would represent Hilton well.

I'd especially love to hear from anyone who's been involved in hiring for Hilton or other upscale hotels.

My biggest question is: What separates the candidate who actually gets hired from everyone else in a group interview?

Thanks in advance! I really want to give this opportunity my best shot.

I'm going to Austin for the US Grand Prix (Oct 23-25th). I booked a hotel room back room in July. On their own website. I've got confirmation number and email.

I need to call them back tomorrow during office hours, but I got a voicemail from, who I think is the supervisor saying "We switched to a new system, and for some reason that reservation never made into our new system, and were completely sold out for that weekend"

When I booked the 3 nights were $300 total but looking at their site, the weekend is sold out and looks like theyre charging $1000/Night for the Fri/Sat.

What do I say to him tomorrow? What are they legally obligated to do for me. Please help.I already bought plane and Event tickets.Thank you.

Update I called the supervisor back today and luckily they were able to honor my original reservation since other ppl ended up cancelling. Gave him card and got a new reservation confirmation at the same rate. Thank you again everyone for the input, I really thought I was screwed.

Every October for many years, I go with my dad to race a few hours away from us. For the last 12, I pay for it. Money was really tight for my spouse and me this year, worse than ever. I had medical issues and my dog had medical issues. Then we had several huge issues with my house. Needless to say, our emergency fund was flushed out. It seemed every time we started getting ahead again, something would happen. Due to this, we decided we were not going to attend the race this year. Last week my boss gave me a $200.00 gift card. It was foolish to do, but my spouse and I said F it, we will go to the race for just one night. It has been such a stressful year and I know this was a dumb decision. My dad was sick and could not go. I used to work for a hotel and we used to pre-authorize credit cards for more than the room due to incidentals. The way I did this was probably stupid, but I purchased a Best Western giftcard off their website for $175.00, the cost of the stay with taxes was $172 and paid up front for the one night I needed and used my personal card to put on file for incidentals.

I called the hotel around 16:00 to advise we would be a late arrival, the lady who answered looked up my booking and said she notated it and it would not be problem. During the entire day, my phone had service, and I was receiving phone calls and texts. We went to leave the event around 23:45. I was looking through my emails to get the address to the hotel and found an email stating my room was canceled because my card declined. I called the hotel to figure out what was going on. I told the person I had paid for the room, I asked how much they were trying to charge my card that it declined and they became super defensive for some reason. They said "you lie, there is no record of payment and you are not staying here". My second job I work is customer service, I promise I was not a dick, I was actually on the verge of tears. I know, sounds stupid, just nothing has gone right in a long time and I was just overwhelmed with feelings. I begged them to let me send my receipt and was told they didn't need it nor want it and there are no more rooms anyway. I called Best Western corporate line, they called the location to figure out what was going on, they said the hotel told them they tried calling me 8 times and then canceled the room. I promise, they did not. Why out of those 8 did they not even leave me a voicemail?

The rep found me only one other room in the area and I would have to pay the difference of about $60.00 and the new location would deduct the $175.00 giftcard. At that point, it was what it was. I give her the same card that was on my other reservation and went to the next hotel. Got there, gave them the giftcard info along with my debit card and went to bed. My card was pending for $277 and it settled yesterday. They did not deduct the $175.00 and the hotel difference was not $60 as they claimed. Had I had known they wouldn't have used the giftcard, I would have went elsewhere. The kicker is, they did not even give me any kind of discount for what happened, this "suite" was not even nice at all! By the time we got to our room, it was nearly 02:00. At 09:00 the first housekeeper was knocking, I explained we got in late and we will be checking out at 11:00, the checkout time. An hour later they came back again just to tell me I have to be out at 11:00.

I'm not too sure what to do at this point. I debated a chargeback with the bank, I have all the evidence. I'm also not trying to rip anybody off. Nobody at Best Western Corporate is calling me back and trying several times between the locations and corporate. Yesterday I was told my by corporate my first ticket was close as resolved and now they have started a new ticket. For the last 10 years I had stayed at the Best Western near the event paying their absurd $400 per night while staying there 4 nights. I know it's not a lot and I'm not some Best Western platinum member, it's just fucked up. The gift card was purchased through them, the booking was made and paid for through them, they canceled my room and couldn't even give me a discount on the next room that wasn't even reserved until 12:20 the same day as checkout. Sorry for the longwinded story and thank you for any insight. I'm probably just being a whiny baby.

We had a complaint that the pillow was “too hot”.

I’m involved in a hotel renovation right now, and we’re looking at replacing the room HVAC with PTHP units.

And on paper, the idea makes sense. they fit the existing room layout, the install is straightforward compared with reworking everything, and the upfront cost is easier to manage. But now that we’re getting deeper into the details, I’m starting to wonder how they actually hold up from an operations side. And the main things I’m worried about are guest complaints, noise, maintenance, and what happens a few years in when the units are no longer new. I know these systems are common in hotels, but common does not always mean they are the best long-term choice.

So for anyone who has run or renovated a property with PTHP or PTAC-style units, how did they age? were they easy for maintenance to deal with, or did they become a constant guest complaint issue?

And I am also being curious if you would choose them again for a renovation, or if you would push for a different setup even if the upfront cost was higher.

Hey all, I'm 19 and going on my first solo trip. I didn't travel much around as a kid and I'll be staying in a hotel for a night for the first time. I just wanted to ask if there's anything I should know or keep in mind during my visit. Thank you!

For context, we work at an elevated, luxury resort in wine country. Typically you would think the concierge team would wear a nice suit, dresses, something that looks professional and a little bit above what the front desk might wear. Right?

At our resort the whole vibe is very ranchy so the uniforms are more casual. The valet wear jeans and cowboy hats. The front desk wears jeans and a white blouse. What does concierge wear? Jeans and a freaking potato sack!

Our shirt is a beige linen button up that is100% linen and is in a very oversized “boyfriend” style from THE GAP. This is a fast fashion top that is not meant for daily wear and wrinkles when I just button it up! I am not selfconfident already so looking like a total bum at work has been making me feel really low.

To make a long story longer, our team didn’t use to have a uniform. Before we just had to follow a look book but the wrong person wore the wrong thing in front of the wrong manager and ruined it for everyone. That person and that manager are no longer even at the resort.

Everyone else hates the shirt too so I’m going to organize our team to wear lookbook appropriate clothes instead of the uniform during the week of thanksgiving. Will I get in trouble for doing something like this? Is this too much fuss over a small issue?

So I work front desk for a hotel. We have this guy who has been staying with us as a guest for a few weeks. He has this special feature on his phone for people hard of hearing, so he always calls the front desk thru his own phone rather than the hotel room phones. When he comes to the front desk to complain about how he wants to switch rooms for the hundredth time, he doesn’t seem deaf although he will speak half of a sentence & then start scribbling the rest of the sentence he was saying in this little notebook he carries around, & then holds it up for us to read. We have moved his room so many times that the system won’t even let us move him anymore. Last time he wanted to switch rooms he said it was because there was a smell he didn’t like. I’ve smelled him in the morning before a shower & there’s no way the room was that bad compared to him. I know for a fact he isn’t at the hotel with anyone else so I assume maybe he’s there on business? Anyways, I wanted to ask any other picky folks what could possibly be going thru his mind as to why he wants to move rooms so much? We got an email from our manager saying he’s taken an hour to show him multiple rooms & has told the guest we will not accommodate any more moves on his stay. I wanted to tell the guest “look, if you aren’t happy with the first four rooms, what makes you think you’ll be happy with the fifth? Maybe it’s just you or you need to find another hotel.” LOL. We already know what he’s gonna say every time he comes downstairs to the front desk & starts scribbling in his notebook.

Hey folks, is anyone else getting calls from a "Travel Agency" asking to verify guest reservation details?

They never have the confirmation number and are very dodgy about what company they actually work for. All the reservations I have had this happen have come from Suxxpedia

Curious to see how people feel about working for the company.

I have an interview coming up, and I always thought it would be a cool place to work!

Okay, this is a weird situation to begin with. But I will do my best to explain the circumstances and the job.

The job in question is an AGM position. I am currently the fulltime night auditor at the property. I started working second shift and transitioned back, having done it three years prior at another property, because we went through two different employees.

I have been at this property for under a year, but I have been here since opening, and we have gone through two AGMs since we opened, and one GM.

I met with our new GM and he told me what the Regional Director of Operations will be looking for. But I have never held a Management position, which is why this situation is weird. Because there is no FOM position at the property.

What the RDO will want to see is a plan for Forecasting and Budgeting, Staff retention, and my overall goal with the position.

What I am requesting is some incite into what I should be researching and what resources I should use to develop the plans?

hello everyone! Seeking advice.. our concierge desks holds guest room keys (who have been put on the waitlist) if the room is not ready for check in…

The basket they currently use is a random basket (not appealing) anyone care to share what you use????

im thinking a “recipe box” but will use for keys and also add alphabetical tabs for easy use to find guests keys

all advice is appreciated

I want to stay at the APA Hotel Keisei Ueno- Ekimae a year from now. I can't tell if the hotel has no reservations available or if they aren't booking out that far. How do I determine on hotels' websites when reservations become available?

I have been loving the hotel I work at... the best guests (maybe a little understaffed). Now in comes the October leafers....and I am in hell. The MO of morning shift is to assign all rooms in the AM and tell me not to change them. Check in is at 3 and we are late every day. WHY preassign? Give them the first clean one of their room type as they arrive. I cannot wrap my head around the stress every day. Does anyone have any feedback on why it IS a good idea? Guests in the lobby staring at me when I know I have their room type clean....that wait is avoidable and the bad reviews with it.

Hi everyone,

I'm transitioning into revenue management from a commercial background. Just received an offer for an entry-level trainee role with an international chain in Japan.

It's roughly a 40% pay cut from my current role, but I do find RM genuinely interesting. It leads into a Revenue Analyst position, though I haven't been given a figure for what the analyst band looks like.

For those already in RM — how realistic is the progression from analyst to manager, and how quickly does the pay catch up? Is starting at the bottom of a big chain worth taking a hit for, or would I be better off applying directly to analyst roles in other industries?

Hello I’m 19 and I work in the trades as a heavy equipment operator and I’m about to start traveling work , but I’m now recently aware that most hotels will let you book and pay online but you have to be 21 to check in , I will be doing work around Arkansas , Texas and Louisiana , so are than any hotels that would allow me to book or make a exception, or is there a work around if I have my parent book it under their name or something and add me as a user , I dont cause a ruckus just trying to find a place to sleep after work since I’ll be hours if not days from home

really really dumb question okay don’t judge me lmao

I started as a housekeeper at my hotel and just got cross trained for night audit. I’m like fresh out of training and worked a couple hskp shifts in between starting solo on night audit and I feel like i just like lost all the important shit regarding the pms. Last night was a shitshow 🥲

can someone who has experience with choiceadvantage explain to me like im five how to add the deposit?

or in general the steps to checking in a guest on night audit who was already checked in in the system prior?

I didn’t get to ask anyone this morning & want to like sort it out in my head before i go back.