Have you ever arrived at a hotel to find that they didn’t have your room available, or didn’t have the amenities you requested? This year alone, I’ve had this happen twice. Earlier this year, the Dolphin Hotel at Walt Disney World didn’t have my two double-bed room available, and recently, the Ritz-Carlton Key Biscayne was unable to provide the rollaway bed we’d been promised on the phone. What can you do when you are put in this situation?
First, do not be upset with the front desk clerk. They aren’t the ones who caused the situation.
Second, be nice, but straightforward when asking what you want. When your room isn’t available, ask for alternatives first. Request an upgrade, not a downgrade. When our room at the Dolphin wasn’t available, we received a king-bed room with a rollaway and pullout couch with a gorgeous view (pictured here). We also got $30 per night off the room and free breakfast.
If that doesn’t work, ask to speak to a manager. Again, be nice, but straightforward. Eventually, after speaking to the front of house manager, we did get that rollaway bed in our room at the Ritz-Carlton (along with an apology cheese plate).
Have you ever dealt with these issues? How did you handle it?