I was on business trip, and arrived at the Hotel end of day to discover they had just had a fire.
As guests arrived the Front Desk Staff were redirecting folks.
Those who were not Loyalty Members / booked with 3rd Parties were told their reservations would be refunded, and they could meet with a staff member who would help them make other arrangements (if any could be found... it was a very busy week in that particular city due to the HUGE Convention we were in town for). I am guessing that a good many of them got their money back, but not much else.
Loyalty Members were told that other bookings were on HOLD for them with other hotels / hotel chains in the same brand... and that Transportation would be provided to those properties
I was travelling with a colleague... they were ELITE (top layer / mega user). We both got the same deal (other property)... EXCEPT their room was COMPLIMENTARY DUE TO THE ENTIRE INCONVENIENCE. And transportation was not in the hotel shuttle but a town car. Classy.
Right there that whole experience makes the world of difference between the difference in pricing that may or may not be occurring between booking direct and a 3rd Party Reseller
(As I said... lots of times the 3rd Party Price is the same... or if a Loyalty Member you can get that price just by asking for it... plus all the other perks of membership. A savings is not a savings at all when crap goes off the rails and you really need something to be fixed ... go right in your favour)
Buddy & I we’re properly impressed with how the Hotel Brand handed the mess. Just kept us all the more loyal
And they did ok too... that night we happily ate & drank our expense accounts away in the REASSIGNED Hotel Restaurant & Bar
As guests arrived the Front Desk Staff were redirecting folks.
Those who were not Loyalty Members / booked with 3rd Parties were told their reservations would be refunded, and they could meet with a staff member who would help them make other arrangements (if any could be found... it was a very busy week in that particular city due to the HUGE Convention we were in town for). I am guessing that a good many of them got their money back, but not much else.
Loyalty Members were told that other bookings were on HOLD for them with other hotels / hotel chains in the same brand... and that Transportation would be provided to those properties
I was travelling with a colleague... they were ELITE (top layer / mega user). We both got the same deal (other property)... EXCEPT their room was COMPLIMENTARY DUE TO THE ENTIRE INCONVENIENCE. And transportation was not in the hotel shuttle but a town car. Classy.
Right there that whole experience makes the world of difference between the difference in pricing that may or may not be occurring between booking direct and a 3rd Party Reseller
(As I said... lots of times the 3rd Party Price is the same... or if a Loyalty Member you can get that price just by asking for it... plus all the other perks of membership. A savings is not a savings at all when crap goes off the rails and you really need something to be fixed ... go right in your favour)
Buddy & I we’re properly impressed with how the Hotel Brand handed the mess. Just kept us all the more loyal
And they did ok too... that night we happily ate & drank our expense accounts away in the REASSIGNED Hotel Restaurant & Bar