How rooms are allocated

[RooFlyer]

This, maybe very old news to many here, but it was something I’ve always wondered about. My experience last night led me to query the general manager of the Holiday Inn Brisbane Central how rooms are actually allocated to booked guests.

As IHG Plat I have ‘away from elevator’ and ‘high floor’ in my profile. When making a reservation, I always again put ‘away from elevators, High floor, quiet room please’ in the comments/requests section.

On arriving at the property last night at 10:30 pm after international flight, I was given a room on a high floor, but exactly opposite the elevators. Unfortunately, they said they were full and that was the only room available. And of course I was woken early by weapon heads standing by the elevator talking loudly, which is the reason I always asked to be away from the elevators.

The GM explained it is likely to be at Hotel by Hotel process but here, they pre-allocate Plats and above to high floors. However, because of the IT system they use here, all the other preferences in my profile and my manual requests are not seen by the hotel.

For a hotel to see those preferences in profile or at the time of booking the hotel has to use the Opera system. This hotel doesn’t but apparently will be getting it at some stage.

So, in my case, I was treated just like a walk-in, but given a high floor.

As to how to get my preferences better assured, he said to contact the hotel, maybe the day before arrival just to confirm preferences directly.

 

[RooFlyer]

PS this is one of the reasons why I am not loyal to Hotel chains or even Airlines. I got my Plat status through status match, so unless they have a background plat profile where they can see your real activity over time or have something like a customer value score, Platinum status is pretty useless.

 

[maia200]

Funny your preferences are like mine! I find this interesting as my last three stays(not at IHG group) were by elevators, although on a high floor. I have decided not to allow it to 'bug me' however I can imagine landing on a late flight it would be really annoying. There are a lot of people on the group that prefer low floors due to fire safety.

 

[RooFlyer]

I am very careful about accepting upgrades on check-in. Over many years, and many bad upgrades I’ve concluded that they will upgrade you to the worst room in that category , to get rid of it.

Except under certain circumstances, I don’t care about a view or about the fancy shower or stuff like that for a one or two night stay. I just want to be able to sleep soundly. When shown alternative rooms at the Grosvenor in Adelaide, recently, I chose the one with the window looking towards a brick wall. The agent was puzzled and I said when you’re asleep, it really doesn’t matter what’s out the window, as your eyes are closed, but it should be quiet because your ears are still open.

 

[maia200]

When I am able, I ask to be shown the upgraded room first. It is not always the best room and I usually book the room I am comfortable with anyway.

 

[exceladdict]

Very interesting that those preferences don't come through automatically. After asking to change away from the elevators a couple of times at the IHG hotel I stay at most often, I seem to get away from elevator reasonably consistently now.

A good reminder to check whether the room is away from elevator (depending on hotel) at front desk check in.

 

[RooFlyer]

A good reminder to check whether the room is away from elevator (depending on hotel) at front desk check in.

I always do that but just about all my experiences over the past year or so is that the check-in staff just don’t know the hotel layout. I’ve been assured certain rooms are away from the elevators at check in, and they are simply not, or be assured that they’re quiet and found that they were right above a terrace bar.

Probably due to a high staff turnover post Covid, but it was also the case before then.

I think in my last four Hotel stays, I’ve had to go back to Reception three times to try and get the room I asked for. Not always successful.

This is a case for pre-check in with those hotels that show you the hotel layout, so you can choose your room. I know Hilton does that but last time I tried it happened not to work on my phone.