Easy check-in?

March 22, 2007 at 9:12 am | Posted in guests, hotels, internet, Ireland | Leave a comment

One of The Snug co-authors complains about check-in/check-out in a hotel in Dublin where he is frequent guest.

I logged on tot he hotel’s website and began the registration process. Now, as a guest who has stayed here many times before, I was given no opportunity to log in and retrieve my personal details to save me wasting a few valuable minutes completing all the fields, instead I had to plod through each field, line by line to complete my reservation. Credit card details were entered and authorised and I duly received my confirmation email.

I was presented with a BLANK registration card to fill in all my contact details, home address etc….(bear in mind I had done this a few nights previously online..). As I handed back the completed card with difficulty, I was then asked for my credit card to authorise my stay.

All this might have been overlooked had it not been for the need on checkout to AGAIN produce credit card details from my wallet to pay the final bill, again laden down with bags, this was a visible effort and the staff made no attempt to assist with bags or manually type in the credit card details on file..after all, they had been given them twice already…

Sounds familiar? Hope not. It might be possible, that it`s not secure to keep reservation data in hotel homepage, but guest could be given some sort of client number which he could use on next reservation without a need to fill in all information again. It might ask for more work from hotel side, but guest would be more satisfied. OK, even if my idea is impossible, there is no excuse why to ask the guest to fill in contact details once again upon arrival and ask for credit card 3 times…It`s supposed to be a good practice for hotels NOT to ask contact details from returning guests, isn`t it?

Of, course it`s not possible for receptionist to remember all frequent guests by name or face, but that`s why we have those lovely reservation or client management systems or box with registration cards, where receptionist can look up if the guest has been here already. That`s what we do and it doesn`t take much time.

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