Should hotels disclose construction?

Should hotels disclose construction?


Question: We lately went to one of our favorite getaways booking just hours before we arrived. After we checked in we were went to our room and were surprised to see the main pool area closed because of construction. No one from the reservation agent to the front desk gave any hint of the noise etc. Fortunately our room was well away from the construction but eating breakfast or lunch in the outdoor restaurant next to all that commotion was out of the question. We were surprised and disappointed by this nondisclosure and are left with a question: Are resorts/hotels required to inform people of ongoing disruptive construction?

Answer: Hotels don't have to tell you about construction but not doing that puts a business in a big peril than construction ever could.

"In my opinion I think you are obligated to let the guests know what to expect or anticipate" said Lauren Summers who has spent a dozen years in the travel industry including 7 in innkeeping.

Managing expectations was so important to Summers that ran a guesthouse in Massachusetts that she and her crew had a script that explained what guests should and should not expect including dispelling the notion that they would be serve a hot breakfast with china and crystal as a bed and breakfast would.

Parking was as well included in a script "Everyone was trained to give" she said. "We didn't have a parking lot which had a space for every single room so some guests will end up parking on the street. If there was construction which was really affecting my parking Lot I would have an obligation to disclose that according to my sense of professional ethics."

Tyler Diehl owner of Zapdog Travel a boutique agency in Beverly Hills California that mainly handles entertainment and corporate travel spent most of his career in the hotel business including sales and understands the pressures of and the need for revenue.

Hotels doing construction sometimes close but they stay open and close floors sometimes  Diehl as well said to make sure there is some revenue and room rates for the accommodations he added sometimes went up not down.

"You have salespeople that want to meet their goals" said Diehl and he was one of them. He added "I have personal relationships with accounts that I was not about to ruin" by not disclosing what was going on. The best hotels he worked with said such news early in the booking process he said.

If yours didn't you need to make it clear before you leave that you are disappointed Diehl said. Do so at check in or as close to check in as possible he said.

If you wait until you have checked out and paid for everything you are going to have a hard time it's not impossible getting a discount" Diehl said.

You have to be your own best advocate both Summers and Diehl said so it's a good idea when you are booking to ask what you should know about changes or new projects at the property.

That is unless you are using a travel agent.

"If you use a travel agent to book you have a fallback" Freddy Reinert vice president of Sienna Charles said a travel agency in  Palm Beach Florida and New York that deals with upscale clients and travel. "It would be our responsibility to make sure everything goes well."

Because of those relationships travel agents with properties they always deal with a hotel or resort is more apt to disclose to them that there are construction or other problems Jaclyn India president of Sienna Charles who is married to Reinert said.

What you know may depend on whom you know or on your ability to ferret out information ahead of a visit.You have some protection along with a helping of peace of mind either way .

No comments

Powered by Blogger.