What is reasonable to expect to fix this?

[aggielawyer]

I don't hang out on this board much, but I didn't know where else to post this. I'm sure there are a few wise people around here that can help me.

About 3 weeks ago I booked a hotel for a conference that starts next week. I booked from Sun to Thurs, and was given a 'acknowledgment number' and was told I would get a confirmation number about a week later. I think that was after the group booking closed. I realized last night that I'd never gotten the confirmation number so I called the hotel this morning. After speaking to a couple of different people, they determined that they had a reservation for me from Mon-Wed and they had my email address wrong, which is why I never got the confirmation. The person I spoke to was able to add a night at the beginning of the trip for a better rate than the group rate, but said the hotel was completely booked for the last night. She sent me to Marriott Guest care, and they took my info. I just got an email from the front desk manager who says that she will book me at a hotel across the street or a hotel 3 blocks away for that last night.

If they're booked, then they are booked, but they messed up and I feel like I should get something more than, "so sorry, you can stay across the street." But I have a hard time being the demanding customer. So, my question is what should I expect from them? Is moving me to another hotel an acceptable fix or should I expect something else from them? This is a high dollar hotel, and I wouldn't normally pay this much except for the convenience of staying in the same place as the conference.

I appreciate all opinions and input, even if it is "stop being such a whiner."

 

[RadioNate]

I'd think them coving the cost of the night at the second hotel would be adequate. Do you have the acknowledgement email you can show them, proving what you requested.

I wouldn't make a stink but I would stress that you chose their hotel only because it was the convention location. Moving you across the street or a few blocks is an inconvenience and as such, you should be compensated for their mistake.

 

[taylor3297]

"Walking" a guest when an over booking occurs, even when it is the hotels fault is rather common. Just make sure the hotel that you are being walked to is a comparable hotel.

 

[kwelch10377]

I think they are doing what they can to fix the situation. Its not like they are just telling you sorry we are booked and are leaving you to find alternative accomdations on your own. I wouldn't think it would be that big of a deal with staying across the street. Mistakes happen and they are trying to correct it.

My guess is that you think you are entitled to a free night or even stay. If you think you are then just ask for it. For me I would be ok with how it was handled.

 

[lovesmurfs]

Hate to be Nancy Negative, but I'm not sure you ever had a "real" reservation for the full time you want to stay -- so I don't think the hotel's responsible and wouldn't get your hopes up for a free night.

Often when you go through a convention booking site, they'll give you an acknowledgement number. They then convert your request to a real reservation (based on availability) and then forward the actual reservation once confirmed by the hotel.

Good luck, though, and have fun, regardless!

 

[luvthatdisney]

I think I would ask for my entire stay to be moved across the street. Moving to another hotel is just a pain in the rear IMO. May not be as convenient for the conference, but would not have to re-pack twice

 

[robinb]

Maybe you can request that they provide breakfast or free internet access for your trouble.

 

[Ceila]

I just had a very similar situation, and they upgraded our room to a higher-level suite. (The new suite wasn't actually better for our situation, but we chose to accept it anyway.) Since they are the ones who messed up, I think it would be appropriate for them to compensate you in some small way for the inconvenience of having to move.

 

[bettymae1121]

I think I would ask for my entire stay to be moved across the street. Moving to another hotel is just a pain in the rear IMO. May not be as convenient for the conference, but would not have to re-pack twice

Ditto, if the hotel across has the room, it might just be easier in the long run.

Maybe you can request that they provide breakfast or free internet access for your trouble.

This sounds reasonable to me.

Also, if you do wind up changing hotels, ask if they will help you with transportation to get you to the new hotel, if they have a shuttle fine but if not I think springing for cab fare isn't out of the question, espically if it's a few blocks away.

 

[Cheshire Figment]

If it is for the last night you can have a discussion with the Front Office Manager (not a Desk Clerk) about priority if there are any cancellations as you will be in-house at the time. The time to discuss it is when you are at the hotel.

And bring copies of everything.

 

[aggielawyer]

Thanks for all the input y'all. I've been emailing the front desk manager this afternoon and in that time the hotel 3 blocks away booked up. She was able to give me a little bit of a price cut on the hotel across the street, so I told her to book me there. I'm still hoping that last night will open up at the original hotel, but it doesn't look like it. I guess everyone is getting the last weekend trip to San Antonio in before school starts. I don't want to move completely across the street, becuase you can watch the conference from your room if you are in the conference hotel.