Post # 1
When we booked our wedding venue we were told about a company that has serviced apartments about 20 minutes from our venue that have an “agreement” with the venue to put on a free shuttle bus service to and from the apartments if we were to book a block of at least 10 rooms.
We have since booked 30 rooms for our guests becuase although it’s not the closest place to the venue, we thought that the ‘complimentary’ shuttle bus was a good deal.
When we booked with them they sent me some fliers to put inside our invitations with the pricelist. It states that the most basic room (studio apartment) costs $175 per night plus $22.50 for breakfast and the shuttle bus is free.
On Saturday one of my bridesmaids told me that she booked her accommodation there during the week and noticed that on the website the price for the studio apartment was only $139 including free breakfast.
So she asked if she could book and pay the internet rate. She was told that she wouldn’t be allowed on the bus if she did this.
So all of my guests are paying $220 per couple for their room, breakfast and the “complimentary” bus, when they should only be paying $139!!
I’m furious! Am I crazy or does “complimentary” mean FREE? We were definitely under that assumption.
I’m also embarrassed because I’m not sure how many other guests noticed that they were being overcharged but didn’t want to say anything to me.
I’m also angry at my reception venue as they also said that it was “complimentary” and now I’m thinking that they were getting a portion of the price to “encourage” couples to book there.
Now I’m not sure what to do. Should I call the hotel and tell them that I know what’s going on and ask them to refund the difference to my guests? Or just tell them that I know what’s going on and that I’m disappointed in their service and will be leaving them a bad review?
I’m worried that if I say something they will treat my guests badly and I will only make things worse.
What would you ladies do?
Post # 3
I worked in the hotel industry for about five years and have seen this often. Hotel rates fluctuate almost daily. The daily rate is set by the revenue manager. His primary job is to sell out the hotel. Based on projected occupation, the rates will rise and fall. Our hotel could go from $99/night-$489/night depending on what events are in town and high projected occupation. Now, when hotels form relationships with other businesses in the area, they generally sell a flat rate. Sure, there will be nights that the rate is lower than that rate. But there are also nights that it is higher. They simply sell a flat rate that is lower than the hotel nightly average. Does that make any sense? Anyway, call the hotel and ask to speak to the front office manager. Explain the situation and tell him how you feel slighted. Hotels are in the business of hospitality. You would be surprised the lengths they will go to ensure you are happy. If the FOM can’t help you, ask to speak to the revenue manager. If he can’t help you, ask to speak to the general manager. If he can’t help you, call the corporate office. Let each person know that you want the money difference refunded. Hotels are usually so busy that they’ll generally cave just to get you to go away. There is ALWAYS something they can do to adjust the rate. So give them an opportunity to rectify the problem. They’ll likely see your point and refund the difference voluntarily just to please.
Post # 4
@banana_anna: I would contact the hotel about your concerns and see what they offer before you start making demands. Maybe they will be more willing to work with you because you are the bride and they would be losing a lot more business if you were to be unsatisifed than if your one friend was unsatisfied. I would approach it confidently, but don’t start yelling and making demands the minute you get on the phone. Stand firm and start making demands if they don’t budge. I agree that the deal seems unfair to me.
Post # 5
I TOTALLY AGREE WITH JAYEBABY…I TOO WORK IN THE HOTEL INDUSTRY…JUST CALL THEM…ESPECIALLY IF ITS A BIG CHAIN HOTEL, THE LAST THING THEY WANT IS FOR YOU TO CALL CORPORATE…ALSO IF IT ISN’T TOO LATE TO CANCEL YOU COULD ALWAYS REBOOK AND RENT YOUR OWN SHUTTLE BUS WITH THE DIFFERENCE THEY WOULD BE PAYING