GuestExperience

We’re currently staying at a fairly expensive hotel in a resort town and I’m not sure what’s normal in situations like this. The hotel says housekeeping is provided every third day, but we’ve been here since Sunday and now it’s day four and no one has come to clean the room at...

I stayed at the SpringHill Suites in Brandon, Florida using Bonvoy points. The first night was fine, but the second night around 12:20 AM a very loud jackhammer-like noise started coming from the bathroom in our room. I called the front desk and the agent told me it was a known...

A Hilton Diamond member shared a strange experience after a recent hotel stay. At check in, asked about a complimentary upgrade, but the duty manager said the hotel was fully booked. At the same time, the Hilton app was showing plenty of available rooms. The manager said his...

Cruising soon with my brother, same cabin. I’m the primary booker but we each have our own credit cards on file. I’d prefer he not see my onboard spending. Would he be able to view my charges on the cabin TV? Print them at a kiosk? Or ask guest services and see the full folio...

I know positive stories are rare here since most posts are complaints, but I wanted to share a good experience. We’re travelers from the Netherlands and went backpacking through India a few months ago overall an amazing country and trip. In Coimbatore, we booked a Super O Hotel...

I know security has a tough job and I get why the rules are strict. Safety matters. But lately the way some security cast members talk to guests is really killing the mood right from the start. Disneyland used to feel welcoming the second you arrived. Now it feels like the first...

Front desk employee here and had a weird one today. Guest comes up asking for bottled water. I offer to charge it to the room and he immediately says he’s entitled to free water every day of his stay as a rewards member. My manager stepped in and said no, it’s only complimentary...

I work in Guest Services onboard a cruise ship and figured I’d do another AMA since the last one was fun. Ask anything you’d normally ask at the Guest Services desk, minus the long line. Happy to answer questions about guest issues, policies, or what crew life is really like...

Curious what guests actually prefer when a hotel needs your nationality and address. Would you rather knock it out before arrival, scan something in line, or just have the front desk type it all in while you wait? Trying to figure out which one feels the least intrusive and most...

Had a guest check in yesterday after my cleaner sent me timestamped photos showing everything spotless. A few hours later, they messaged complaining about “dust,” then sent this: “We don’t want to cause trouble… we propose a refund plus €1,100 now. In that case, we’ll keep our...

I run a small boutique hotel in Albania (8 rooms, about 20 guests max). For years we’ve offered a simple plated breakfast eggs, toast, cheese, coffee or juice, and a small dessert. I’m thinking of upgrading to a small buffet instead eggs, pastries, fruit, yogurt, maybe a few...

Had a guest tonight ask if our property was owned by “Indians” and said he only stays at “white-owned” hotels. I told him there was no reason to be racist, mentioned my husband is an immigrant, and said I wouldn’t assist him if that was a problem. He got upset and asked for my...