We had a guest send a complaint to corporate because they thought we were price gouging because we raised our rates during a busy August weekend when every hotel in town was booked.
I remember checking in this guest, he had booked at our website so he obviously saw what the rate was at the time he made the reservation, but I guess that didn't matter. When I handed him the reg card to sign he turned up his nose at said, "I've never paid more than $99 at one of your brand's hotels." I told him that not all the hotels in the brand have the same rates, it depends on the market and time of year and events. I then told hi it was a busy weekend where everyone in town was sold out. He just turned up his nose and handed over his credit card. If he had kept complaining, I would have gladly cancelled his reservation and sold his room to one of the countless other people desperate for a room who would have been happy to pay the rate.
In the complaint they said they would never stay at our brand again because of the policy. The rate should be the same no matter what. I'm thinking if they are going to refuse to stay at any hotel the raises their rates during busy times, then they should get used to sleeping in their car.
I wonder if they feel the same way about airlines when they raise their rates during the holidays?
I remember checking in this guest, he had booked at our website so he obviously saw what the rate was at the time he made the reservation, but I guess that didn't matter. When I handed him the reg card to sign he turned up his nose at said, "I've never paid more than $99 at one of your brand's hotels." I told him that not all the hotels in the brand have the same rates, it depends on the market and time of year and events. I then told hi it was a busy weekend where everyone in town was sold out. He just turned up his nose and handed over his credit card. If he had kept complaining, I would have gladly cancelled his reservation and sold his room to one of the countless other people desperate for a room who would have been happy to pay the rate.
In the complaint they said they would never stay at our brand again because of the policy. The rate should be the same no matter what. I'm thinking if they are going to refuse to stay at any hotel the raises their rates during busy times, then they should get used to sleeping in their car.
I wonder if they feel the same way about airlines when they raise their rates during the holidays?
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