by Alyson Wills

Editor’s Note: Alyson Wills is a valued, long-time Olicious Life community member. She is the head concierge of a major hotel chain, and the following is written based upon her insider knowledge on travel and hotel experience.

How to Be a Better Hotel Guest

Let’s just say I am a little fed up with incessant questions, the dead end phone calls, the line cut-ins, the interruptions, making a last minute reservation at a hot spot dinner place on a Friday night for your family of twenty two, or trying to figure out what it is your asking.

I’ve been baffled observing how some of the guests in a hotel can behave. Then I realized something: When are you ever taught how to behave when on vacation? You’re not! Ever. I don’t even think parents tell their kids the most simple rule, mind your manors.

I’ve put together a quick list of  to-dos and not to-dos while traveling. Let’s begin…

Choosing a Destination

Research!

Take time to find out what place suits you the best. Hate the cold? Don’t travel north in the winter. Need time to relax? Then maybe a busy metropolis isn’t the best thing for you. Love to do the ‘tourist’ thing, then be sure you are traveling in peak season when all the attractions are opened.

Do you know how often I’m asked whether an outdoor water attraction is open, on cold and blustery January mornings?! I promptly tell the guest no, it’s only open during our summer season. Then follows the look of despair and something to the effect of, “But that is the only reason we came here!”

If that ride is the only reason you came here, then you should have done the research. If you did, you would’ve planned to travel just a few months earlier when it was open, to avoid any disappointments — and who wants to experience disappointment when on vacation?

Making Your Reservation

First off, make sure to choose the hotel that’s right for you!

Know which hotels cater to families, are best suited for a romantic getaway, or are generally used for business travels. If you know this little piece of information, you’ll likely avoid a disaster.

Just imagine, it’s your first wedding anniversary. Candles, rose petals, champagne… and over 25 screaming and giggling little girls who are booked into your hotel with their Girl Scout Troop.

Disaster. Very avoidable scenario that could have been prevented with a bit of research.

Making a Reservation: The Tips.

• Know the exact date you want to travel, write that date down.

• Write down the price you were quoted from the reservation agent, ask about the package you booked and details on what it includes.

• Take down the agent’s name and the time you were calling.

• Ask the hotel’s details, even if you got it off the website. Be clear on parking charges. Find out whether there’s a valet or a self-park area. Ask how much the tax is in that province or state. Get information on check-in and check-out times and whether early arrivals are welcome. You’ll also want to know when are the busiest hours of the hotel are.

Asking these questions and making note of them will make your arrival and stay as smooth as silk. Also, it will save you time. I’ve had guests who don’t even know if they are at the right hotel!

For example, there are several different hotels in the Hilton Family. Near the hotel where I work, there are three of them. People will show up at ours when they’re booked at the hotel up the street.

Got a business meeting in 10 minutes? Well, let’s just say you’re going to be late!

You Have Arrived!

• Make sure your luggage is packed (in bags or suitcases — I’ve seen clothes everywhere, from laundry baskets to garbage bags!) in an orderly fashion in your car or taxi. This will make it easy to hail a bellman or grab a cart and get them out of there.  Now park your car or have it parked.

• Time to check in! Pull out the email confirmation, the details of your package, and your credit card. Don’t be afraid to clarify with your front desk agent if you have any questions or concerns. Having all this information ready will make for a speedy check in. Five minutes is always better than 20 minutes — or leaving angry or confused.

• Get some pamphlets or informational brochures on restaurants and attractions before you head up to your room. You can peruse them after you’re settled. Then you’ll know exactly where you want to go, or what you want to ask — and that’s important!

• If you received Bell service, be in the room when your luggage arrives. This way you’ll know if there is a bag missing right away, and not three hours later. Most importantly you must tip your Bellman.

Most people say tipping is at your discretion. Well, this man or woman provided you a service, a service that you chose to accept to make your life easier. He or she brought your heavy luggage (not to mention your children’s toys, your extra pillows, and your outerwear) right from your car to your front door.

You have to tip this person — and any person who provided you a service that made your stay easier, for that matter. It doesn’t have to be a lot; just something that shows you acknowledge their efforts and you appreciate them.

Visiting the Information Desk

This is my area of expertise.

• Try not to be too vague with your questions. Asking someone who doesn’t know you from the next person, “What’s good in this town?,” could mean 8 million different things. More than likely the response is not going to be what you wanted to hear.

This would be a better question: “I’m here with my family, including two girls, ages 8 and 10. What are the best attractions for families like ours?”

Perfect. I know exactly where or where not to send you. The best part about that question is that you got what you wanted so you’re satisfied — there was no guessing involved, and you saved yourself some time.

• When making dinner reservations or asking for a recommendation, let the agent know what you are looking to spend, what’s the occasion, and your likes or dislikes (for instance, if you don’t eat meat but like fish, say so!).

This will help him make the perfect recommendation for you. Also — and this is for the sake of the Concierge or guest service agent who is assisting you — know what time you want to eat! I don’t need to hear you discuss with your partner everything you have to do before dinner. Pick a time before you even approach the desk.

Oops! We’ve Got a Problem!

Even the best travelers run into this: You’ve covered all your bases, but the hotel has made an error. It can be very upsetting. You had a perfect evening/weekend/vacation planned, and now your non-smoking room reeks of stale cigarette smoke.

Please let us know right away. We don’t want you to be unhappy, and our job is to accommodate you. Having said that, there’s a right and a wrong way to complain. Here are some tips on doing it properly:

• Never yell or swear. The second you drop the F-bomb or call me names, I stop taking you seriously. Nor do I feel bad for you anymore. Mind your manners.

• Know if you want to be compensated and tell us. This way, we can work out something that is appropriate.

• Speak to the manager on duty directly. This will get the situation resolved in a timely manner and you’ll not have to wait for the agent to get approval from his or her superior.

• And remember, if the “valet” (or whoever) was rude to you, we are very sorry. Most places will tell you that rudness is not tolerated. But the Front Desk agent is being very polite and trying to help you. You shouldn’t take your frustrations out on her, nor should you let it ruin your stay. Take satisfaction in the fact that said hotel employee will  undergo disciplinary action — and enjoy the rest of your stay.

You’re On Vacation!

Enjoy yourself and let us help you do so!

By taking all these tips into consideration, you’re avoiding disaster or disappointment before you even check into the hotel. And when you return home, share with your friends and family your experience — and pass on this article so that they become a ‘smart hotel guest.’

We hope to see you soon.

About Alyson

Alyson Wills graduated with honours from the University of Waterloo in Ontario as a History major. She now heads the guest information and services department of a very popular hotel chain in Southern Ontario. Alyson has a passion for fitness, and has competed with the OPA in figure. She aspires to compete again.