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I am currently headed to visit my daughter and granddaughter and I pre-checked in to my hotel through their app. The app asked if I would like to pick my room or have one chosen for me. I stay at this hotel a few times a year and it's always the 2nd or 3rd floor that is given to me through the front desk. I decided on a 1st floor room for a change. It's away from the stairs/elevators/side entrance. There were 3 rooms on the 1st floor, 6 rooms on the second floor, and 4 rooms on the 3rd floor to choose from. Mind you, until recently, I've always booked through a 3rd party app and I've just started doing direct bookings through the hotels. I got a call about 15 minutes ago asking if I wanted to change rooms. Is there something about filling certain rooms? I know the layout of this hotel well and feel like I picked an ok location. Just seemed strange

After generating the Welcome Drink Vouchers report in ACDC, filtering by redeemed, and sorting by burn date, how exactly do I reconcile this report with the f&b slips?

(New Audit, been employed for a bit over 3 months.)

Hey guys - not sure if this is the right place to post this, but i just had surgery four days ago and im back on the floor. I’m so sick i just had to lay down on a towel because my abdominal muscles can’t handle sitting up.

I regret coming in today. I’m scared to come in for my shifts next week. I think i need more time to heal, but there’s no coverage? 🥲

Im lost but im sick and im hurting. It was supposed to be an easy surgery but not even the prescription pain medication they gave me is helping me tonight. I have 3 hours left and I don’t know how im going to make it 🫠

If I’m still this sick what do i do?? Am i even able to call out? I don’t want to lose this job but holy moly

I guess I’m just looking for advice. Maybe reassurance. What would you do?

I'm wondering whether quality assurance auditors (e.g., BSA, etc) make reservations under their actual name, address, etc. I ask because we check IDs at check in so it seems to me that they would have to reveal their identity at that time, even as their role as an auditor remains secret. Is this an inaccurate assumption?

Hey everyone,
I guess it depends on the country and the hotel’s policies, but I was wondering how you would handle this kind of situation as a GSA or even as a manager.
How would you deal with guests taking photos or videos of staff to intimidate them or publicly shame them, especially during a conflict or complaint?

I’m currently staying at a hotel in NYC. A man started knocking at my door at 8:30PM. He knocked for a few minutes straight. Finally I spoke to him through the door and he said he was “housekeeping management”. He began to ask me when I checked in, when I am checking out, how long I’m staying, etc.

This morning, I had the do not disturb sign up and housekeeping entered my room two separate times despite my having the do not disturb sign up.

I feel pretty uneasy as I don’t understand why housekeeping management would be coming to my room at night.

I called the front desk and they sounded very alarmed and transferred me to security. Security came to my room and told me that this is indeed housekeeping management and that they do work at night (???)

Any insight is appreciated as I’m feeling a little bit creeped out!

Front Desk here. We had a sour guest who was denied an early check-in on a busy day. Unfortunately, his room was 30 min. late as well. The guest planted a few gross items, feminine products & trash around the room and posted a 1-star review and photos. He wanted a credit for 1 of 2 nights which we denied. What would you do?

A) Reply to the review?

B) Pay for a service to have it removed? (I've heard that replied-to reviews can't be removed).

I have 13 room small boutique hotel in california. What i want to know is wahts the best way to go about hiring a live in manager and waht should the salary be. Right now I take about 4000 a month and take care of everything except housekeeping. I know by law hiring a manger for this job is supper difficult and legaly you have to pay supper high salary beacsue technically its a 24/7 job but ive found that working here is supper easy and there is a enormous amounts of free time to do whatever youd like most of the day consists of free time and the occasional check in and guest help but beacsue you have to stay on the property for certain times and be on call 247 you cant get around the high salary. Theres a lot of people who'd want to work this job for a fair pay but the risk is that if they go to sue they will most likely win. Some help would be appreciated thank you

I’ve always wondered why front desk team members don’t have extra towels, toiletries, and other commonly requested items behind the desk to give out to guests.

In the last two hotels I’ve stayed in, I asked for extra towels and they had to page housekeeping to bring some to my room. Same was the case for a toiletry bag. I feel that it’s less work for everyone to just store some items at the desk. (Small items, not large items like blankets).

Anyone have any info on this?

So I have an annoying situation that arose tonight. A guest with a reservation using a discounted wedding rate plan (only available two nights) wanted to extend their stay one night early and checking out one night late. Because the wedding rate plan wasn’t available, the guest ended up with three back to back (B2B) reservations.

The problem isn’t the guest herself, she actually didn’t mind needing to re-code her room keys for B2B 2/3. Her daughter, however, insisted that it’s unacceptable to make it the “guests problem” by requiring them to check in for separate reservations. I explained that due to the rate plans they have to have multiple reservations and that our system doesn’t allow us to merge reservations even if they are the same rate (which I really wish we could do). She insisted that it’s physically possible even if we don’t/won’t merge them and that she would know because she works in tech. Also just generally condescending and super annoying to deal with.

My question, because I KNOW I will be dealing with her for B2B 3/3, is there a way to merge reservations? Especially since they are different rate plans I’m pretty sure I can’t. If I could, I’d just extend the first reservation but she would pay more for two nights without the wedding rate (which I know will also be a problem). I’d love to get this resolved if only so I never have to interact with her ever again.

Edit to update:
Spoke with my manager this morning and it turns out we do have shoulder nights (which is not something I’d heard of since I’m relatively new), so we could have just extended the original reservation with the wedding rate. The issue is that the guest called Hilton central reservations rather than our hotel. It was central reservations that made the back to back reservations and my manager doesn’t feel like cleaning up their issue since it could have been avoided in the first place.

Thanks everyone for your help!

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 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

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.

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?