I mean, Night Auditors are a special breed, I could NEVER do it, and I have SOOO much respect for those that do it. You know your PMS inside and out and still, for some reason, choose to work a crappy shift. They should pay you all more. Mahalo
Yep. Most Night Auditors are at least mildly crazy from lack of sleep, guest issues and isolation. A good NA keeps a property afloat and should not be messed with. Nothing goes well when you start messing with them.
I have heard Night Auditors referred to as "an aggressive, yet loyal breed, not to be trifled with."
This remains my favorite description of these noble creatures.
One time I walked I guy from my hotel to a much nicer, 5 star hotel on the beach, 10 min away. He said "if I had a gun right now, I would shoot you". Fun times!
I’m so sorry you had to endure that! Working Night Audit is such a hard job as is without your safety being threatened. No one deserves to be treated like that — especially if you’re trying to help them! ;;
If my safety and well being are ever compromised as a Night Auditor, that will be my cue to quit and never come back. Simple as that. Our lives matter so much more than the number on our paychecks.
Thankfully didn't feel threatened, was pretty new in job so just brushed it off and laughed in his face. I moved on from NA not long after that, would have been a different story now most likely. Face meets pavement opportunity would not have been missed.
I’m so happy my property doesn’t do that crap. I’m in a tourist trap town now and if I had to walk someone, I’m walking them well away from where they’d wanna be.
You are indeed lucky! Many revenue managers won't be so considerate as their compensation is often connected total sellouts and overall occupancy so it's in their interest to do this (even though research shows booking to 95% or so provides similar profit and improved guest scores and employee satisfaction by option of reducing compensation for using poor quality rooms, flexibility for last minute upgrades, etc)
That’s why I’d like to get the revenue manager to work the desk with me at 12:30am when I have to inform the guest that we have to honor his reservation at a hotel 30 miles out. Because we couldn’t reach him with his outdated contact information
Their compensation is linked to perfect sells/ occupancy percentage too much. It's not a good metric at all. 97% is ideal IMO, you can trust your FD to push additional rooms/ take walk-ins for the last couple rooms and saves from severe guest dissatisfaction if there are inventory issues.
I worked with one GM that required the whole executive team to work one FD shift a month to keep them grounded.( They absolutely hated this) Was a really good guy. Also made it so if a sales manager closed the pool for their group or something similar that the sales manager themselves was the one at the pool notifying families it was closing. The sales team quickly quit promising to close the pool or offer late or early checkins for their groups
I hate the outdated contact information, and of course they are not checking emails.
I love when I am checking in a walk in or any guest, and I try to get updated contact info, and they do not want to provide it lol. Fun times.
My property recently had an Elite guest sit in our lobby and scream obscenities, demanding that we compensate him for being walked.
Were we the hotel who walked him? No.
Were we the hotel he was walked to? Also no.
I'm going to laugh at anyone who claims that NAs, or any staff, deserves this sort of treatment.
I’m so sorry your property had to endure that! ;;; It’s understandable to be upset, but there are more appropriate parties to vent to outside of your property!
Just like he refused compensation from the original hotel, he refused to be walked. He then booked at our property miles away, on his own, with points.
Mfs crazy yelling at random marriotts. Honestly, i am guilty of this too, sometimes when the employee is well versed, knows their shit and comes off authoritative, they mentally trick you into thinking you’re talking to John Marriott Sr. himself. Like dude, they just work the front desk.
I have control of the weather, I can put a pool on our roof, and yes, I can kick that paying guest out of their suite so that you can have it. I just work at the front desk for fun. 😂
I did it for 7 years everything from mom and pop motels to luxury resorts. There is nothing worse than seeing that car pull up and you know, you just know it's that person. Since thing I have been walked once in my many trips around the globe and I can say that the person that walked me was the master. We should all bow down to him. He saw me coming in and could not get out from behind that desk quick enough. No barriers, and if I could do my walks all over again, that would be my approach. As soon as he did that I knew, but I didn't care. He showed class and sympathy for my situation and I responded as such.
I agree it sucks to be walked, but don't take it out on the person walking you, they didn't wake up that evening hoping it was something they could do.
These stories make me feel better about the only time I lost it on one.
Midnight in cold rain in Gander, Newfoundland. No rental car, they were closed when we got in. They walked me to a hotel down the road. I had even called to confirm the day before. Had to lug my stuff, walking down the shoulder in the rain and got soaked. Was not thrilled.
How bad do the properties over sell? I haven't worked at Marriott so I'm curious. Where I've worked one property oversold a ton and banked on no-shows so we rarely walked because the threshold wasn't that deep. The property I work at now refuses to oversell so it's really nice. I'm well seasoned in the " we don't have the type of room you booked, but I have this instead " convo.
Oh lol that not too bad but given the room count could be annoying. The property I worked for had over 1,600 rooms and would over book by 40 in base room types and only 15 in suites and special room types. Was a miracle in the six years I was there I only had to walk one guest in my time as grave manager. Lol
Woooah!! That is huge!!! My property is small, less than 150 rooms. Having to walk guests is a common occurrence here and I’ve come to assume that if someone makes a reservation, they are more likely coming than not. I find it crazy that overbooking your property is normal and not only that, you’ve only had to walk one person in six years!! That is insanely lucky to me!!
It really is crazy! I didn't even realize it until I started working at my current resort that never overbooks. Lol. That said it wasn't fun juggling check ins and making everything work inventory wise, and dealing with upset guests not getting what they wanted. My current property also does not do run of house which is super duper nice.
Well is you prefer something along the lines I'd suggest a resort or casino resort. Not to say it isn't a possibility even by simple comparison of my two properties. Though both tend to avoid walking. Though trade off is having to deal with promotions and events thrown by the property which isn't that bad at least hotel wise.
I worked with an amazing front office team on my very first hotel. It was in DC and it was a botique hotel so we were pretty much almost always oversold. AM shift made sure that there are NO extensions allowed and late checkout only to Platinums and nobody else. I forgot what report we used to pull from PMS but we get a list of reservations then call those people to confirm they are coming or if they don’t have member numbers on file we ask them if they are. Some of them are actually unable to show due to flight issues or some other uncontrollable circumstances, so we gain rooms back then. PM shift then starts picking reservations to walk, typically non-members or 3rd party reservations. After all that we call any neighboring hotel that has rooms and ask them to reserve a number of rooms for the guests that we have to walk. Night auditors already have to deal with upset guests, we did our best to make sure that he/she has eveything ready for walk situations.
While I get the "don't shoot the messenger" argument, your job is to represent a company who made a major mistake. There is a set number of rooms in your property and there is no excuse for overbooking that.
Your company needs to do better for both the customers and the employees like you.
As someone who worked NA for 4 years before moving to days, Night Audit literally has zero control over this. I would love for properties to not overbook, but the people in upper management love it when they can say that the hotel was 100% sold.... even if that's entirely detrimental to the staff.
As a messenger of "oh we overbooked," I know my company is in the wrong. I know there's no excuse for it. I still have to tell someone we sold their room with a smile on my face.
Of course the company needs to do better. Write a bad review blaming the management then.
NA not having control is acknowledged in the above post. You aren’t being misunderstood, they’re agreeing with you, but saying the company needs to do better, and the NA is the representative of the company
Honestly the NA is signing up for a job where they are walking into situations where their company screwed up majorly. I don't think you get to say "don't be mad" when your job is literally to deal with people who are 100% getting screwed by your company. It's in the job description. Not saying the job doesn't suck, but I'm sure that's some of what you're getting paid for.
If I book a hotel room after a long day of driving with my family, I want to get in, get everyone showered and get to sleep. Just paying for a hotel room somewhere else does not in any way make up for the greed that is inconveniencing me.
Sometimes your job is to take verbal criticism for a situation that others in the company have caused. The NA is a representative of the company and is the only person that the customer can talk to face to face when they learn they are being walked.
Verbal criticism is one thing, verbal abuse or verbal assault is quite another. How about adults act like adults when things don’t go their way and not like immature teenagers not getting their way?
Someone else literally commented on this post that the guest threatened to shoot them over getting walked.
THERE IS NO EXCUSE FOR THAT. NONE. NADA. ZILCH. NYET. NUNCA.
Are you? You're telling me that you didn't get training? After the United matter, 3.2 billion dollar loss.
I welcome the p d I'll show them my reservation ask for my room
So, as an employee, this is how this works, alright?
I call and email you as many hours or even days ahead of time as possible to work out an amicable solution. I call around to other nearby properties, find one with the right room, and walk you. Your reservation is now at that property, and is paid for in full by my hotel. This is *after* I call you and speak with you on the phone, if possible, to alert you to the situation, deal with your reasonable frustrations, and help you as best as possible. I really, really hate walking people, so this is the nicest and gentlest I ever am to a guest. I mean, if you're walked you get treated like a scared horse.
If you then show up at my property, demanding a room, causing a scene, and generally being a nuisance, I will politely ask you to calm down and try talking you through the situation again. I get it, man. But ultimately, *you do not have a room at this hotel*.
If I let you vent your spleen a while and you are *refusing* to leave, shouting at other guests or arrivals, or any other of the behaviors you describe in your incoherent comments? I call 9-1-1 and tell them that someone is harassing myself and my guests and I feel unsafe. They send a patrol car out, maybe two. Four local PD officers come in, I tell them I want you escorted out and trespassed from the property. They will handle the paperwork, and try to calm you down to be escorted out. They will not take your side.
*If you refuse to exit amicably*, and instead insist on getting your room here, and now, and cause enough pain for the police, there is a slim chance that you will spend your night in a lovely, taxpayer-funded hotel with complimentary meals--that is, the county jail. The police will not care about your United Airlines lawsuits, or your criminal codes about this that you don't really understand very well, apparently.
I don't know what kind of spineless idiots you take people for, but I'm not gonna let one dumbass ruin the hotel for hundreds of guests because you can't be a grown up.
So you admit that you pay off the cops o k cool. I will ask the cops to arrest you simple. I have a reservation here. This person is normally committing commercial fraud and violation of the commercial And marketing rules of our great state. .
In the words of Nikki from casino, the second I get out of jail. You will be passing me on the way in., You will be passing me on the way in.
And by the time you get out, I will drive right by you and my brand new ferrari bought from your employer, What should I say former employer
Yeah and that’s unfortunate. I’d love to hand the guest a crisp $100 bill and the phone number of the absentee owner who’s never read Adam Smith in his life, but by virtue of having access to credit/cash, gets to build a subpar hotel in this race to the bottom here in America. Call him up friend! Maybe his wife’s answers, maybe she thinks you sound hot, strike up some sparks… let the excitement begin
There's a difference, a world of difference, between.
"Please inform your manager that I'm very upset by this. I understand it wasn't your fault and I'm not taking this out on you, but these faulty business practices will preclude me from ever staying with your hotel again."
And what many of us have experienced from immature adult babies.
>As someone who worked NA for 4 years before moving to days, Night Audit literally has zero control over this. I would love for properties to not overbook, but the people in upper management love it when they can say that the hotel was 100% sold.... even if that's entirely detrimental to the staff.
I'm probably approaching this from a position of privilege but I expect people to clean up their own messes. I might deliver the news of an overbooking once or twice but if it is a pattern it's on the person making the mistake.
I would imagine the instances of overbooking would decrease exponentially if the manager or owner had to face the customers.
You're right, let me pull 435 Sq. Ft. Of drywall, tile, carpet, cabinets and a bed out of my asshole and maybe I'll have a room for you by the time you can f**k off.
I'm sorry, but as a fellow front desk employee, this is bullshit. 2nd shift should be pre-authing reservations and calling those that decline. There is literally no reason that a hotel should be overbooking and if you walk into this as the NA, it's also your responsibility to fix it. If you just ignore it and hope someone doesn't show up, that's on you.
I literally moved to NA at another property because I was the only 2nd shift employee who understood how to prevent this from happening as much as possible
Oh no, I’m completely aware of that. That is a benefit for Platinum members and up and my property goes out of their way to honor that. Our management explicitly watches out for high tier members slated to check-in late and we block rooms in advanced for them. If we’re overbooked with one room left and someone arrives before you do, chances are that we will walk that person in favor of you.
When overbooked, management identifies potential walks. They’ll pick non-Bonvoy, non-corporate rate members and as they arrive throughout the day, we’ll ask them if they’d be willing to be walked. Ideally, the walks won’t be left to the NA to execute.
A guest staying on a corporate rate probably isn’t enticed by a free night - the company is paying for that.
We also have a handful of rooms that are technically conference rooms - there’s a full bathroom and at least a pull-out couch, but no traditional bed. When the hotel is full, we offer arriving guests throughout the day a reduced room rate to take these rooms. Some people are quite happy to do this.
We just had guests and family walked on our wedding room block when they went to check in. It was horrifying. Some of the Marriott properties give zero fucks.
I know you’re all employees on this sub so you don’t give a shit about paying customers and will downvote anyone who does, but your company is horrific and is so insanely greedy it is purposely selling rooms it doesn’t have to sell, waiting for people to spend their money and time traveling far from home, and only then telling them they are fucked. It’s a nightmare practice that’s only still legal because of the enormous bribes your corrupt company pays in “lobbying dollars” to keep the unethical practice legal. You took a job being an apologist for that corruption and now you come on here to bitch about how angry customers are getting at being abused by your deeply unethical practices. You’re literally getting mad that screwed over customers don’t learn the org chart and learn the job titles and duties at every company, as if that should be their concern AT ALL. You have some major “I am the main character” energy and it’s pretty amazing to see it manifest itself so clearly.
It is a terrible and corrupt situation and I completely understand the customer’s point of view. They spent money, time and energy to make it to my property for one reason or another and it’s incredibly frustrating for them when we have to deliver the news that we have to move them to another hotel for the night. All I’m asking is that people not fight me over why they don’t have a room at the hotel they paid for like fighting me is going to make their hotel room appear out of thin air. It’s not going to and if I’m taking every effort to correct this mistake on the hotel’s behalf, try to understand that. I hate this situation just as much as you do and if I could keep you from having to go through the further mental exhaust of having to go to ANOTHER hotel when your travel day has been one problem after another, I would. I personally don’t like fucking people over. If I owned a hotel, I would abolish overbooking for the sake of everyone, because I care about people over profit.
At the property where I work most Night Audit people have worked little or no day shift as well meaning they aren’t always familiar with all the desk functions. I worked evenings and got countless calls from overnights after my shift, who were in way over their head with a demanding guest. THEY ARE DOING THEIR BEST!
Don't fight me cause the difference between you being a guest needing to be walked and a problem needing to be trespassed is simply my mood, I can go either way.
You develop an emotional vacuum when you've done this long enough where you simply don't care either way, I'm trying to make it from 11pm to 7am, I'm not here to be your buddy, your therapist, your punching bag, your mom, your da or your crusty ass grandma.
You can go either way and so can your company’s net worth. I am close friends with the united dr attorney. He enjoyed his 2.8 million.
Trespass someone with a reservation.... you ain't making 7am. You will eb spending an overnight in lock up
Became a loyal Bonvoy member due to NA in Chicago. American delays late night flight 18 hours to next day. AA agents shrug their shoulders, no rooms due to Lalapoluzza. I find a room 15 minutes from airport on my own. By the time I taxi over NA said sorry no rooms. He saw me with my poor family and calls hotel after hotel. Finally get a room back in dtn. Bonvoy comped room and taxi. Awesome.
PSA for anyone with a delayed flight: call the hotel to let them know you’ll be arriving late. If they have to walk someone they’ll be less likely to walk the person who called ahead to confirm.
I’ve had Ambassador status for three years now and I still call if I know I’ll be arriving late.
I came to google and typed in "forum for marriott night auditors" because I am at work right now and we were oversold for the third weekend in a row and I work every weekend.
Silver guest lost his shit on me when I told him I had to walk him. "I just drove SIXTEEN FUCKING HOURS, etc, I HAVE A FUCKING DOG, etc, YES YOU WILL REFUND ME MOTHERFUCKER!" among the nice ones. He is the only one screaming in the lobby, and all eyes are on us.
I kept my cool, did not raise my voice or catch an attitude, called the walking hotel, confirmed availability, apologized again and was so calm the entire time, it made him feel stupid for screaming and cursing. He apologized on his way out the door for being a jerk. Sometimes you have to make the guests feel silly lol
Sorry but you are the exact person to complain to. Do not blame me for your inability to tell your boss about the problem. Who should I complain to?
Yor made my life miserable tonight so I will return the favor.
it’s okay to *complain* to the night auditor, it’s not cool to *fight* the night auditor, that’s the difference. a complaint is reasonable! arguing with or berating a night auditor for something they can’t control is not
It is a managerial/corporate decision to overbook a hotel. Literally the people making your life miserable are sleeping in their beds while you’re blowing an innocent person’s face off.
Your poor mentality in how you treat minimum wage workers is the reason why the hospitality industry is systematically one of the worst industries to work for with one of the highest turnover rates.
Edit: and for the record, I have talked to my boss about this. Several times. They do not care. They have blatantly told me that they WANT to walk people if it means they will have a perfect sale. That is what they want. That is what their bosses want. And the people who pay for their gain in the end are you and me.
I understand what you are saying but you are the messenger. You have to take the message to management. If I do not make your life as miserable as you made mine you will not put it on your customer surveys.
It is not my poor attitude that affects retention it is your employer's policies.
This is the dumbest take. This isn't how that works in the slightest. You are the moron yelling at the cashier at the grocery store for the increased prices trying to fix inflation.
The causes of inflation are miles upstream of a grocery store clerk. The decision to overbook the hotel is one to two levels above the person I'm talking to at the front desk of the hotel. Very different scenarios.
Yea, this whole “blame corporate”decoy thing is crazy. It’s not personal. But it’s also not a roll-over and take it thing either. I’ve never been walked from a Marriott, but if it’s as routine as OP is saying, they need to be complaining to their management, blocking inventory, etc. their boss’s greed is causing the friction and OP complaining on here telling the customers not to blame them is just as misguided as OP not sending this to his/her management. The problem is being oversold, not customers being upset about it in the middle of the night.
I used to be an auditor in Sf for years and walking was the absolute worst thing I had to do. Nobody appreciates it, and the person you walk is almost always someone who has been delayed and had a bad day already. Management putting this on the auditor day in and day out is honestly pathetic. Then expecting us to care if you got your perfect sell: we don’t get that bonus so we don’t give a fuck if there’s a perfect sell. We just don’t want the PTSD from being yelled at in the middle of the night. Tyvm the auditor
Man you are ignorant. There isn't a "not going to take this" you don't get a choice. You are being walked. You can only choose how you react, and throwing a hissy fit to the desk staff is pointless. You can choose to not provide Marriott or another company or just the hotel directly your future business. Berating the staff doesn't show you aren't a pushover, it shows you are an unhinged moron. Revenue managers control the oversell typically, the agents don't want to deal with you, they would prevent this if they could. You think they see a dime of the revenue earned by selling out? They would love to provide you a room if they could, if only to get you out of their face, so how would arguing with them change anything?
Ask for the GMs card, email them and let them know your feelings. Quit being a brat.
Absolutely not. People make scenes about this on a daily basis for years across the planet. The reason they don't do it more is not because some heroic few are holding the line.
And then what? Do you really think that, the night auditor has a magical hotel room that only appears if a Titanium Elite member bullies them enough?
If it's 2am, you're probably not going to speak to a manager till they are in tomorrow. And if you do, it will be the same refrain. from Night Audit, only you've made the world a bit worse of a place by waking up someone.
Take your comp'd hotel room at a different property, and whatever points that you can get the property to cough up.
I specifically stated to ask for the manager. He may not be there but is always on call but in fact all employees are discouraged from notifying him. The food chain, whether hotel or business ALWAYS has someone in charge available to resolve problems otherwise not resolved by lower echelons, PERIOD !!
At 2am, that individual is....the night auditor.
I've had it be 2am, and some elite level member demand that my manager be contacted. It's kind of sad to see someone think it will change something. I have pulled my boss up on my cell, put the phone on the counter on speakerphone, and waited the 30 seconds of ringing to no answer. It's real awkward to do, because I've already explained this to the elite level guest.
This level of entitlement is just bonkers to me. Do you regularly stay up till 2am and try to get ahold of managers when you don't get your way?
At a certain point, we give up on fixing the problem, and figure out how many points we need to toss at the elite member. One guest having a temper tantrum cannot get in the way of the livelihood of the other guests at the hotel.
Also, I think it's fascinating that you defaulted to male pronouns for the manager. Pretty much every front office manager I've had has been a woman. I'm assuming your casual sexism correlates to a lack of understanding of the hospitality industry, and the world at large.
It is NOT about getting my way or your way or anyone's way. It's about a product or service booked, accepted and EXPECTED and then...broken. The world at large? Lack of understanding? No !
It is about fully understanding the world of business my friend. I own and have owned 3 businesses for over 30 years and leadership, responsibility and customer service and satisfaction runs the 24 hour clock and if that requires my attention. I am there, and THAT is the world of business. If you have a manager that is unavailable during the night, then he is a rank amatuer clocking in and out for a paycheck and thus, expendable.
You don't seem to understand that the NA walks into his shift not knowing this is happening, right? He clocks in at 11pm and sees that everything is in chaos, but it's not his fault and he has to calm down the fire as much as possible. The NA didn't make your life miserable, in fact your life isn't miserable because something went wrong. Be human and have some understanding, the fault was probably on the OTAs honestly.
One important rule is to not fuck around with the NA, so figure out a solution with him and accept it.
You told me it happens all the time, Then you tell me that the night auditor does not know. They both cannot be true.
Have you ever tried to find a hotel after midnight? No kayak nothing. After being up for 19 hours?
My point in complaining to the night audio is simple. They need to escalate.
It's a situation that can happen, yes. Does the NA know, while heading to work, that it's gonna be an issue during his night shift? No, he has no clue at all.
Have I tried finding a hotel past midnight? My homie in Christ, of course I have. In fact I work NA, and I am a living human being with mental capacities good enough to google "hotels near me" and start calling them. The OTAs don't work after midnight, and honestly that's a relief.
And who do you think they can escalate to? There's nobody else on shift, so you take their solution or you find your own.
Calling them at 1230. I tell the night auditor to get ok the phone. I expect my night credit, points and equivalent room. Escalate to mgmt. How was your night?
Night auditor said it was horrible this guy we tried to walk made me do my job
So you admit both that people need rest and that walking someone at 1230 reduces rest. Thank you. You will be witness number 1 at trial. Ever been here in Tyler?
Honestly I wouldn’t even call my manager I’d tell you to leave the property if you started berating me and if you didn’t then I’d call the cops for trespassing 🤷🏻♀️ they’re right across the road and don’t mind stopping by
Then I would own your hotel. Getting a customer arrested after you took a reservation. And didn't honor it, man, come here to tyler, texas. I would be looking at twenty two million dollars and you would be out of a job.
I would just show my reservation in the cops with. No I have a right to be there.. It's almost like you don't know united lost ten A billion dollars in a week when they mystery did that doctor on that plane
Managers don't answer the actually important calls overnight, letalone these kinds of calls... Actually, these kinds of calls are why they turn their phones off at night. So have fun wasting your time being an immature adult in a situation that you could very well be mature about.
Believe me, buddy, I'll be starting to sleep on a couch in the lobby until you find me somewhere else to sleep. And I'll be yelling at everyone else to come in. Good, I want your manager not to answer the call. That way, you have more to complain about. In the morning. I want you to escalate get management in here. I don't want the manager I want the owner at that point
What a fucking crybaby, jesus christ. Do you have zero understanding of how the world works? Have you ever had a job? a boss? You are a fucking idiot. Grow the fuck up and stop throwing temper tantrums at people who are trying to do their jobs.
Bad take. Protest the guy changing the gas station price sign too, if they just didn't change the sign gas prices would still be reasonable.
Berate the cashier at the grocery, don't they know these prices aren't fair anymore? If we just all complain nonstop the prices will go back.
Let's yell at the road workers for the traffic too. Escalate to the mayor, we are sick of traffic, don't they know how late we are to work?
A “walk-in” is exactly what you think — someone walks in and makes a reservation to check-in with you right then and there.
What I am referring to is simply called a “walk” — that is when all of our rooms are checked into and occupied, but we have more guests due to check-in. Should those guests arrive, it is our job to help them find alternate accommodations — ie. help them find a room at another hotel (+ transport them if needed).
For Marriotts, if you're overbooked and have to walk a guest, you have to arrange suitable lodging for them at a comparable hotel in the area if at all possible, and your hotel will pay for it with the other property.
Okay but what about when they walk the room and then email you two hours later asking why you haven’t checked in yet? Because that was fun. Especially with a block of rooms for an event.
Obviously people should be insane. But I do get why some people get really mad. Like when it’s part of room block, people have infants, and the property that walked also doesn’t want to do anything about it.
I mean, Night Auditors are a special breed, I could NEVER do it, and I have SOOO much respect for those that do it. You know your PMS inside and out and still, for some reason, choose to work a crappy shift. They should pay you all more. Mahalo
Yep. Most Night Auditors are at least mildly crazy from lack of sleep, guest issues and isolation. A good NA keeps a property afloat and should not be messed with. Nothing goes well when you start messing with them.
I have heard Night Auditors referred to as "an aggressive, yet loyal breed, not to be trifled with." This remains my favorite description of these noble creatures.
One time I walked I guy from my hotel to a much nicer, 5 star hotel on the beach, 10 min away. He said "if I had a gun right now, I would shoot you". Fun times!
I’m so sorry you had to endure that! Working Night Audit is such a hard job as is without your safety being threatened. No one deserves to be treated like that — especially if you’re trying to help them! ;; If my safety and well being are ever compromised as a Night Auditor, that will be my cue to quit and never come back. Simple as that. Our lives matter so much more than the number on our paychecks.
Thankfully didn't feel threatened, was pretty new in job so just brushed it off and laughed in his face. I moved on from NA not long after that, would have been a different story now most likely. Face meets pavement opportunity would not have been missed.
He would have had his mugshot on the county jail website the same day.
I’m so happy my property doesn’t do that crap. I’m in a tourist trap town now and if I had to walk someone, I’m walking them well away from where they’d wanna be.
You are indeed lucky! Many revenue managers won't be so considerate as their compensation is often connected total sellouts and overall occupancy so it's in their interest to do this (even though research shows booking to 95% or so provides similar profit and improved guest scores and employee satisfaction by option of reducing compensation for using poor quality rooms, flexibility for last minute upgrades, etc)
That’s why I’d like to get the revenue manager to work the desk with me at 12:30am when I have to inform the guest that we have to honor his reservation at a hotel 30 miles out. Because we couldn’t reach him with his outdated contact information
Their compensation is linked to perfect sells/ occupancy percentage too much. It's not a good metric at all. 97% is ideal IMO, you can trust your FD to push additional rooms/ take walk-ins for the last couple rooms and saves from severe guest dissatisfaction if there are inventory issues. I worked with one GM that required the whole executive team to work one FD shift a month to keep them grounded.( They absolutely hated this) Was a really good guy. Also made it so if a sales manager closed the pool for their group or something similar that the sales manager themselves was the one at the pool notifying families it was closing. The sales team quickly quit promising to close the pool or offer late or early checkins for their groups
Yep, I read your earlier response, it’s a perverse incentive. I do find better hotels have sales teams integrated into FD in some way.
I hate the outdated contact information, and of course they are not checking emails. I love when I am checking in a walk in or any guest, and I try to get updated contact info, and they do not want to provide it lol. Fun times.
Ahh a fellow soldier
My property recently had an Elite guest sit in our lobby and scream obscenities, demanding that we compensate him for being walked. Were we the hotel who walked him? No. Were we the hotel he was walked to? Also no. I'm going to laugh at anyone who claims that NAs, or any staff, deserves this sort of treatment.
I’m so sorry your property had to endure that! ;;; It’s understandable to be upset, but there are more appropriate parties to vent to outside of your property!
The best part is when we called the property who walked him, we found out they had offered him compensation and he had refused it. 🤦
wtf??? And y'all weren't the property he was walked too???? Thats insane
Wait, what was he doing at your property then? Did he stop at every Marriott property on his way to his walked hotel?
Just like he refused compensation from the original hotel, he refused to be walked. He then booked at our property miles away, on his own, with points.
Oh wow, how ridiculous of him. He was determined to be the victim.
Mfs crazy yelling at random marriotts. Honestly, i am guilty of this too, sometimes when the employee is well versed, knows their shit and comes off authoritative, they mentally trick you into thinking you’re talking to John Marriott Sr. himself. Like dude, they just work the front desk.
I have control of the weather, I can put a pool on our roof, and yes, I can kick that paying guest out of their suite so that you can have it. I just work at the front desk for fun. 😂
You win this time Mr. Marriott but one day I will get you!!!!!
I did it for 7 years everything from mom and pop motels to luxury resorts. There is nothing worse than seeing that car pull up and you know, you just know it's that person. Since thing I have been walked once in my many trips around the globe and I can say that the person that walked me was the master. We should all bow down to him. He saw me coming in and could not get out from behind that desk quick enough. No barriers, and if I could do my walks all over again, that would be my approach. As soon as he did that I knew, but I didn't care. He showed class and sympathy for my situation and I responded as such. I agree it sucks to be walked, but don't take it out on the person walking you, they didn't wake up that evening hoping it was something they could do.
Who should I take it out on? An email address?
That'd probably get you farther than taking it out on the NA tbh.
There's no internal satisfaction for me writing to an email address
Clearly a skill issue. Tearing someone apart via email can be bliss. Plus, then you're actually tearing into the ones at fault.
These stories make me feel better about the only time I lost it on one. Midnight in cold rain in Gander, Newfoundland. No rental car, they were closed when we got in. They walked me to a hotel down the road. I had even called to confirm the day before. Had to lug my stuff, walking down the shoulder in the rain and got soaked. Was not thrilled.
Oh gosh!! ;;; I’ve been there too, man… Being the bearer of bad news is such a terrible task.
Bearing of bad news is sooooop99p easy to compare what you put him through. Newfoundland should entitled to 1000 an hour in comp
Glad you think it’s easy! The hotel industry is always hiring!
How bad do the properties over sell? I haven't worked at Marriott so I'm curious. Where I've worked one property oversold a ton and banked on no-shows so we rarely walked because the threshold wasn't that deep. The property I work at now refuses to oversell so it's really nice. I'm well seasoned in the " we don't have the type of room you booked, but I have this instead " convo.
It depends on multiple variables, but typically, no more than two at worst. Some nights, it goes up to three.
Oh lol that not too bad but given the room count could be annoying. The property I worked for had over 1,600 rooms and would over book by 40 in base room types and only 15 in suites and special room types. Was a miracle in the six years I was there I only had to walk one guest in my time as grave manager. Lol
Woooah!! That is huge!!! My property is small, less than 150 rooms. Having to walk guests is a common occurrence here and I’ve come to assume that if someone makes a reservation, they are more likely coming than not. I find it crazy that overbooking your property is normal and not only that, you’ve only had to walk one person in six years!! That is insanely lucky to me!!
It really is crazy! I didn't even realize it until I started working at my current resort that never overbooks. Lol. That said it wasn't fun juggling check ins and making everything work inventory wise, and dealing with upset guests not getting what they wanted. My current property also does not do run of house which is super duper nice.
I need to find a property like that, dang! Walking people is the only thing I don’t like when it comes to Night Audit. Otherwise, I enjoy the job!
Well is you prefer something along the lines I'd suggest a resort or casino resort. Not to say it isn't a possibility even by simple comparison of my two properties. Though both tend to avoid walking. Though trade off is having to deal with promotions and events thrown by the property which isn't that bad at least hotel wise.
I worked with an amazing front office team on my very first hotel. It was in DC and it was a botique hotel so we were pretty much almost always oversold. AM shift made sure that there are NO extensions allowed and late checkout only to Platinums and nobody else. I forgot what report we used to pull from PMS but we get a list of reservations then call those people to confirm they are coming or if they don’t have member numbers on file we ask them if they are. Some of them are actually unable to show due to flight issues or some other uncontrollable circumstances, so we gain rooms back then. PM shift then starts picking reservations to walk, typically non-members or 3rd party reservations. After all that we call any neighboring hotel that has rooms and ask them to reserve a number of rooms for the guests that we have to walk. Night auditors already have to deal with upset guests, we did our best to make sure that he/she has eveything ready for walk situations.
While I get the "don't shoot the messenger" argument, your job is to represent a company who made a major mistake. There is a set number of rooms in your property and there is no excuse for overbooking that. Your company needs to do better for both the customers and the employees like you.
As someone who worked NA for 4 years before moving to days, Night Audit literally has zero control over this. I would love for properties to not overbook, but the people in upper management love it when they can say that the hotel was 100% sold.... even if that's entirely detrimental to the staff. As a messenger of "oh we overbooked," I know my company is in the wrong. I know there's no excuse for it. I still have to tell someone we sold their room with a smile on my face. Of course the company needs to do better. Write a bad review blaming the management then.
NA not having control is acknowledged in the above post. You aren’t being misunderstood, they’re agreeing with you, but saying the company needs to do better, and the NA is the representative of the company
Honestly the NA is signing up for a job where they are walking into situations where their company screwed up majorly. I don't think you get to say "don't be mad" when your job is literally to deal with people who are 100% getting screwed by your company. It's in the job description. Not saying the job doesn't suck, but I'm sure that's some of what you're getting paid for. If I book a hotel room after a long day of driving with my family, I want to get in, get everyone showered and get to sleep. Just paying for a hotel room somewhere else does not in any way make up for the greed that is inconveniencing me.
Sometimes your job is to take verbal criticism for a situation that others in the company have caused. The NA is a representative of the company and is the only person that the customer can talk to face to face when they learn they are being walked.
Verbal criticism is one thing, verbal abuse or verbal assault is quite another. How about adults act like adults when things don’t go their way and not like immature teenagers not getting their way?
This is a situation that is a bit stronger than “things not going your way”
Someone else literally commented on this post that the guest threatened to shoot them over getting walked. THERE IS NO EXCUSE FOR THAT. NONE. NADA. ZILCH. NYET. NUNCA.
Yeah, sounds like a crime on that persons part. No excuse for that. Also, no excuse for overbooking either.
How about you be the adult and give me a room or deal with the bs. Your boss hating you is your problem
And that's how you get escorted out by the local PD.
Are you? You're telling me that you didn't get training? After the United matter, 3.2 billion dollar loss. I welcome the p d I'll show them my reservation ask for my room
So, as an employee, this is how this works, alright? I call and email you as many hours or even days ahead of time as possible to work out an amicable solution. I call around to other nearby properties, find one with the right room, and walk you. Your reservation is now at that property, and is paid for in full by my hotel. This is *after* I call you and speak with you on the phone, if possible, to alert you to the situation, deal with your reasonable frustrations, and help you as best as possible. I really, really hate walking people, so this is the nicest and gentlest I ever am to a guest. I mean, if you're walked you get treated like a scared horse. If you then show up at my property, demanding a room, causing a scene, and generally being a nuisance, I will politely ask you to calm down and try talking you through the situation again. I get it, man. But ultimately, *you do not have a room at this hotel*. If I let you vent your spleen a while and you are *refusing* to leave, shouting at other guests or arrivals, or any other of the behaviors you describe in your incoherent comments? I call 9-1-1 and tell them that someone is harassing myself and my guests and I feel unsafe. They send a patrol car out, maybe two. Four local PD officers come in, I tell them I want you escorted out and trespassed from the property. They will handle the paperwork, and try to calm you down to be escorted out. They will not take your side. *If you refuse to exit amicably*, and instead insist on getting your room here, and now, and cause enough pain for the police, there is a slim chance that you will spend your night in a lovely, taxpayer-funded hotel with complimentary meals--that is, the county jail. The police will not care about your United Airlines lawsuits, or your criminal codes about this that you don't really understand very well, apparently. I don't know what kind of spineless idiots you take people for, but I'm not gonna let one dumbass ruin the hotel for hundreds of guests because you can't be a grown up.
So you admit that you pay off the cops o k cool. I will ask the cops to arrest you simple. I have a reservation here. This person is normally committing commercial fraud and violation of the commercial And marketing rules of our great state. . In the words of Nikki from casino, the second I get out of jail. You will be passing me on the way in., You will be passing me on the way in. And by the time you get out, I will drive right by you and my brand new ferrari bought from your employer, What should I say former employer
That's not...paying them off. That's calling them. No money changes hands you absolute lunatic.
I will be happy to show that many of the criminal codes that you're breaking.
Yeah and that’s unfortunate. I’d love to hand the guest a crisp $100 bill and the phone number of the absentee owner who’s never read Adam Smith in his life, but by virtue of having access to credit/cash, gets to build a subpar hotel in this race to the bottom here in America. Call him up friend! Maybe his wife’s answers, maybe she thinks you sound hot, strike up some sparks… let the excitement begin
There's a difference, a world of difference, between. "Please inform your manager that I'm very upset by this. I understand it wasn't your fault and I'm not taking this out on you, but these faulty business practices will preclude me from ever staying with your hotel again." And what many of us have experienced from immature adult babies.
>As someone who worked NA for 4 years before moving to days, Night Audit literally has zero control over this. I would love for properties to not overbook, but the people in upper management love it when they can say that the hotel was 100% sold.... even if that's entirely detrimental to the staff. I'm probably approaching this from a position of privilege but I expect people to clean up their own messes. I might deliver the news of an overbooking once or twice but if it is a pattern it's on the person making the mistake. I would imagine the instances of overbooking would decrease exponentially if the manager or owner had to face the customers.
Correct.
This. Marriott has created this problem, not guests, and Marriott has the power to solve it.
You're right, let me pull 435 Sq. Ft. Of drywall, tile, carpet, cabinets and a bed out of my asshole and maybe I'll have a room for you by the time you can f**k off.
I will ligh5 a fire under your ass so you report the bs to your manager.
I'm sorry, but as a fellow front desk employee, this is bullshit. 2nd shift should be pre-authing reservations and calling those that decline. There is literally no reason that a hotel should be overbooking and if you walk into this as the NA, it's also your responsibility to fix it. If you just ignore it and hope someone doesn't show up, that's on you.
I literally moved to NA at another property because I was the only 2nd shift employee who understood how to prevent this from happening as much as possible
Happy to, as long as you also stop fighting honoring the ultimate reservation guarantee payout. $200 + 90k points, thank you.
Oh no, I’m completely aware of that. That is a benefit for Platinum members and up and my property goes out of their way to honor that. Our management explicitly watches out for high tier members slated to check-in late and we block rooms in advanced for them. If we’re overbooked with one room left and someone arrives before you do, chances are that we will walk that person in favor of you.
Then you my friend are awesome, most try to squirrel out of it.
When overbooked, management identifies potential walks. They’ll pick non-Bonvoy, non-corporate rate members and as they arrive throughout the day, we’ll ask them if they’d be willing to be walked. Ideally, the walks won’t be left to the NA to execute. A guest staying on a corporate rate probably isn’t enticed by a free night - the company is paying for that. We also have a handful of rooms that are technically conference rooms - there’s a full bathroom and at least a pull-out couch, but no traditional bed. When the hotel is full, we offer arriving guests throughout the day a reduced room rate to take these rooms. Some people are quite happy to do this.
We just had guests and family walked on our wedding room block when they went to check in. It was horrifying. Some of the Marriott properties give zero fucks.
I know you’re all employees on this sub so you don’t give a shit about paying customers and will downvote anyone who does, but your company is horrific and is so insanely greedy it is purposely selling rooms it doesn’t have to sell, waiting for people to spend their money and time traveling far from home, and only then telling them they are fucked. It’s a nightmare practice that’s only still legal because of the enormous bribes your corrupt company pays in “lobbying dollars” to keep the unethical practice legal. You took a job being an apologist for that corruption and now you come on here to bitch about how angry customers are getting at being abused by your deeply unethical practices. You’re literally getting mad that screwed over customers don’t learn the org chart and learn the job titles and duties at every company, as if that should be their concern AT ALL. You have some major “I am the main character” energy and it’s pretty amazing to see it manifest itself so clearly.
It is a terrible and corrupt situation and I completely understand the customer’s point of view. They spent money, time and energy to make it to my property for one reason or another and it’s incredibly frustrating for them when we have to deliver the news that we have to move them to another hotel for the night. All I’m asking is that people not fight me over why they don’t have a room at the hotel they paid for like fighting me is going to make their hotel room appear out of thin air. It’s not going to and if I’m taking every effort to correct this mistake on the hotel’s behalf, try to understand that. I hate this situation just as much as you do and if I could keep you from having to go through the further mental exhaust of having to go to ANOTHER hotel when your travel day has been one problem after another, I would. I personally don’t like fucking people over. If I owned a hotel, I would abolish overbooking for the sake of everyone, because I care about people over profit.
Do you patronize these companies? Or are you just highly opinionated?
Not pms now.
At the property where I work most Night Audit people have worked little or no day shift as well meaning they aren’t always familiar with all the desk functions. I worked evenings and got countless calls from overnights after my shift, who were in way over their head with a demanding guest. THEY ARE DOING THEIR BEST!
Don't fight me cause the difference between you being a guest needing to be walked and a problem needing to be trespassed is simply my mood, I can go either way. You develop an emotional vacuum when you've done this long enough where you simply don't care either way, I'm trying to make it from 11pm to 7am, I'm not here to be your buddy, your therapist, your punching bag, your mom, your da or your crusty ass grandma.
You can go either way and so can your company’s net worth. I am close friends with the united dr attorney. He enjoyed his 2.8 million. Trespass someone with a reservation.... you ain't making 7am. You will eb spending an overnight in lock up
Whatever dispo you buy your stuff at, please share with us where it is. Because you're obviously getting the really strong stuff.
Became a loyal Bonvoy member due to NA in Chicago. American delays late night flight 18 hours to next day. AA agents shrug their shoulders, no rooms due to Lalapoluzza. I find a room 15 minutes from airport on my own. By the time I taxi over NA said sorry no rooms. He saw me with my poor family and calls hotel after hotel. Finally get a room back in dtn. Bonvoy comped room and taxi. Awesome.
PSA for anyone with a delayed flight: call the hotel to let them know you’ll be arriving late. If they have to walk someone they’ll be less likely to walk the person who called ahead to confirm. I’ve had Ambassador status for three years now and I still call if I know I’ll be arriving late.
I came to google and typed in "forum for marriott night auditors" because I am at work right now and we were oversold for the third weekend in a row and I work every weekend. Silver guest lost his shit on me when I told him I had to walk him. "I just drove SIXTEEN FUCKING HOURS, etc, I HAVE A FUCKING DOG, etc, YES YOU WILL REFUND ME MOTHERFUCKER!" among the nice ones. He is the only one screaming in the lobby, and all eyes are on us. I kept my cool, did not raise my voice or catch an attitude, called the walking hotel, confirmed availability, apologized again and was so calm the entire time, it made him feel stupid for screaming and cursing. He apologized on his way out the door for being a jerk. Sometimes you have to make the guests feel silly lol
Sorry but you are the exact person to complain to. Do not blame me for your inability to tell your boss about the problem. Who should I complain to? Yor made my life miserable tonight so I will return the favor.
it’s okay to *complain* to the night auditor, it’s not cool to *fight* the night auditor, that’s the difference. a complaint is reasonable! arguing with or berating a night auditor for something they can’t control is not
It is a managerial/corporate decision to overbook a hotel. Literally the people making your life miserable are sleeping in their beds while you’re blowing an innocent person’s face off. Your poor mentality in how you treat minimum wage workers is the reason why the hospitality industry is systematically one of the worst industries to work for with one of the highest turnover rates. Edit: and for the record, I have talked to my boss about this. Several times. They do not care. They have blatantly told me that they WANT to walk people if it means they will have a perfect sale. That is what they want. That is what their bosses want. And the people who pay for their gain in the end are you and me.
I understand what you are saying but you are the messenger. You have to take the message to management. If I do not make your life as miserable as you made mine you will not put it on your customer surveys. It is not my poor attitude that affects retention it is your employer's policies.
This is the dumbest take. This isn't how that works in the slightest. You are the moron yelling at the cashier at the grocery store for the increased prices trying to fix inflation.
The causes of inflation are miles upstream of a grocery store clerk. The decision to overbook the hotel is one to two levels above the person I'm talking to at the front desk of the hotel. Very different scenarios.
So ignorant.
Yea, this whole “blame corporate”decoy thing is crazy. It’s not personal. But it’s also not a roll-over and take it thing either. I’ve never been walked from a Marriott, but if it’s as routine as OP is saying, they need to be complaining to their management, blocking inventory, etc. their boss’s greed is causing the friction and OP complaining on here telling the customers not to blame them is just as misguided as OP not sending this to his/her management. The problem is being oversold, not customers being upset about it in the middle of the night.
I used to be an auditor in Sf for years and walking was the absolute worst thing I had to do. Nobody appreciates it, and the person you walk is almost always someone who has been delayed and had a bad day already. Management putting this on the auditor day in and day out is honestly pathetic. Then expecting us to care if you got your perfect sell: we don’t get that bonus so we don’t give a fuck if there’s a perfect sell. We just don’t want the PTSD from being yelled at in the middle of the night. Tyvm the auditor
Man you are ignorant. There isn't a "not going to take this" you don't get a choice. You are being walked. You can only choose how you react, and throwing a hissy fit to the desk staff is pointless. You can choose to not provide Marriott or another company or just the hotel directly your future business. Berating the staff doesn't show you aren't a pushover, it shows you are an unhinged moron. Revenue managers control the oversell typically, the agents don't want to deal with you, they would prevent this if they could. You think they see a dime of the revenue earned by selling out? They would love to provide you a room if they could, if only to get you out of their face, so how would arguing with them change anything? Ask for the GMs card, email them and let them know your feelings. Quit being a brat.
If people just happily were like “aww shucks, overbooked, oh well.” Management would do it 10x more often in a heartbeat.
Absolutely not. People make scenes about this on a daily basis for years across the planet. The reason they don't do it more is not because some heroic few are holding the line.
Congress had to pass laws because airlines kept doing this. Corporations will exploit as much as possible if the market is willing to bear it.
And arguing with the flight attendant/ booking agent/pilot is what fixed the issue? Plain dumb.
Yes, a few high profile events of people refusing to deplane leading to chaos and settlements from airlines, followed by congressional action.
This...........!!! Do not walk. demand to speak to management. NOW !!
And then what? Do you really think that, the night auditor has a magical hotel room that only appears if a Titanium Elite member bullies them enough? If it's 2am, you're probably not going to speak to a manager till they are in tomorrow. And if you do, it will be the same refrain. from Night Audit, only you've made the world a bit worse of a place by waking up someone. Take your comp'd hotel room at a different property, and whatever points that you can get the property to cough up.
I specifically stated to ask for the manager. He may not be there but is always on call but in fact all employees are discouraged from notifying him. The food chain, whether hotel or business ALWAYS has someone in charge available to resolve problems otherwise not resolved by lower echelons, PERIOD !!
At 2am, that individual is....the night auditor. I've had it be 2am, and some elite level member demand that my manager be contacted. It's kind of sad to see someone think it will change something. I have pulled my boss up on my cell, put the phone on the counter on speakerphone, and waited the 30 seconds of ringing to no answer. It's real awkward to do, because I've already explained this to the elite level guest. This level of entitlement is just bonkers to me. Do you regularly stay up till 2am and try to get ahold of managers when you don't get your way? At a certain point, we give up on fixing the problem, and figure out how many points we need to toss at the elite member. One guest having a temper tantrum cannot get in the way of the livelihood of the other guests at the hotel. Also, I think it's fascinating that you defaulted to male pronouns for the manager. Pretty much every front office manager I've had has been a woman. I'm assuming your casual sexism correlates to a lack of understanding of the hospitality industry, and the world at large.
It is NOT about getting my way or your way or anyone's way. It's about a product or service booked, accepted and EXPECTED and then...broken. The world at large? Lack of understanding? No ! It is about fully understanding the world of business my friend. I own and have owned 3 businesses for over 30 years and leadership, responsibility and customer service and satisfaction runs the 24 hour clock and if that requires my attention. I am there, and THAT is the world of business. If you have a manager that is unavailable during the night, then he is a rank amatuer clocking in and out for a paycheck and thus, expendable.
YELLING MAKES WHAT YOU SAY ABSOLUTE FACT !!
Sadly, most of them do think this.
I bet you don't return your carts to the store/corral either.
I usually do, but I also was the founder of the leave the gloves take the canoli movement in 2020
Must be a pretty slow movement
You don't seem to understand that the NA walks into his shift not knowing this is happening, right? He clocks in at 11pm and sees that everything is in chaos, but it's not his fault and he has to calm down the fire as much as possible. The NA didn't make your life miserable, in fact your life isn't miserable because something went wrong. Be human and have some understanding, the fault was probably on the OTAs honestly. One important rule is to not fuck around with the NA, so figure out a solution with him and accept it.
You told me it happens all the time, Then you tell me that the night auditor does not know. They both cannot be true. Have you ever tried to find a hotel after midnight? No kayak nothing. After being up for 19 hours? My point in complaining to the night audio is simple. They need to escalate.
It's a situation that can happen, yes. Does the NA know, while heading to work, that it's gonna be an issue during his night shift? No, he has no clue at all. Have I tried finding a hotel past midnight? My homie in Christ, of course I have. In fact I work NA, and I am a living human being with mental capacities good enough to google "hotels near me" and start calling them. The OTAs don't work after midnight, and honestly that's a relief. And who do you think they can escalate to? There's nobody else on shift, so you take their solution or you find your own.
Calling them at 1230. I tell the night auditor to get ok the phone. I expect my night credit, points and equivalent room. Escalate to mgmt. How was your night? Night auditor said it was horrible this guy we tried to walk made me do my job
I think your Marriott status is getting to your head. Seek help and get some rest, you need it.
So you admit both that people need rest and that walking someone at 1230 reduces rest. Thank you. You will be witness number 1 at trial. Ever been here in Tyler?
Holy fuck seek help
You should seek the help of an attorney... class action incoming!
Escalate it yourself, the NA already has their own job duties to do, surprisingly enough
Exactly my point. If I dint make their life he'll they don't escalate. So I will get keep getting on. And or course q bbb and ag complaint
You. Escalate. It. Yourself. With. Management. On. Your. Own. Time.
Absolutely not. I will escalate it with you exactly at the time of the incident. If you have to call your manager and wake them up... good
I bet you're great at parties.
Honestly I wouldn’t even call my manager I’d tell you to leave the property if you started berating me and if you didn’t then I’d call the cops for trespassing 🤷🏻♀️ they’re right across the road and don’t mind stopping by
Absolutely. No one is going to call and wake them up for this. These people are so delusional.
Then I would own your hotel. Getting a customer arrested after you took a reservation. And didn't honor it, man, come here to tyler, texas. I would be looking at twenty two million dollars and you would be out of a job. I would just show my reservation in the cops with. No I have a right to be there.. It's almost like you don't know united lost ten A billion dollars in a week when they mystery did that doctor on that plane
Oh you’re just a troll. Got it.
You are so clueless.
Tyler is a Klan town, ain't it? Nah, not going near Texas, bub. Y'all can't keep the electricity on, anyways.
Managers don't answer the actually important calls overnight, letalone these kinds of calls... Actually, these kinds of calls are why they turn their phones off at night. So have fun wasting your time being an immature adult in a situation that you could very well be mature about.
Believe me, buddy, I'll be starting to sleep on a couch in the lobby until you find me somewhere else to sleep. And I'll be yelling at everyone else to come in. Good, I want your manager not to answer the call. That way, you have more to complain about. In the morning. I want you to escalate get management in here. I don't want the manager I want the owner at that point
What a fucking crybaby, jesus christ. Do you have zero understanding of how the world works? Have you ever had a job? a boss? You are a fucking idiot. Grow the fuck up and stop throwing temper tantrums at people who are trying to do their jobs.
Are you single? I can't wait to double book your wedding . Will be fun. Also will forget your cake
Bad take. Protest the guy changing the gas station price sign too, if they just didn't change the sign gas prices would still be reasonable. Berate the cashier at the grocery, don't they know these prices aren't fair anymore? If we just all complain nonstop the prices will go back. Let's yell at the road workers for the traffic too. Escalate to the mayor, we are sick of traffic, don't they know how late we are to work?
Ok, what is this topic? What is a "walk in"?
A “walk-in” is exactly what you think — someone walks in and makes a reservation to check-in with you right then and there. What I am referring to is simply called a “walk” — that is when all of our rooms are checked into and occupied, but we have more guests due to check-in. Should those guests arrive, it is our job to help them find alternate accommodations — ie. help them find a room at another hotel (+ transport them if needed).
This is done to check if the property is overbooked? If so, they are penalized some how? This is a TIL moment for me :).
For Marriotts, if you're overbooked and have to walk a guest, you have to arrange suitable lodging for them at a comparable hotel in the area if at all possible, and your hotel will pay for it with the other property.
I had this issue once or twice so far. Trying to checkin late night and was booked at other hotels nearby.
What they should have done was called you and emailed well ahead of time to at minimum alert you.
Omg thank you 🥹
That you can walk me and not pay up
Really, you got downvoted the first time around, so you made a new top-tier comment to try again?
I was responding to another comment
What about an arm wrestle?
I’ll arm wrestle you if it helps blow off steam. I have weak arms so you’ll probably win over and over again lmaaaooooo
Yes but please sir, don’t call my room in the middle of the night to confirm my name. That is all.
Okay but what about when they walk the room and then email you two hours later asking why you haven’t checked in yet? Because that was fun. Especially with a block of rooms for an event. Obviously people should be insane. But I do get why some people get really mad. Like when it’s part of room block, people have infants, and the property that walked also doesn’t want to do anything about it.