It seemed like such a simple request.
You knew that your plan would be landing early on Thursday morning, so instead of just reserving the room for Thursday, Friday, and Saturday night stay you also booked it for Wednesday. When you made the reservation and the night before you flew out you made sure to remind the hotel that you would need a late check in . Very late. So late, in fact, that you would not actually arrive on Wednesday, but would be there by 9:00 am on Thursday.
In spite of your paid in full reservation and all of the notes that you left with the front desk, however, you arrived on Thursday only to be told that the night manager had cancelled the Wednesday night reservation and have given the room away. After a very early morning flight, and with a cart full of suitcases for the long weekend stay, the hotel had no where for you to stay.
Needless to say, you were very unhappy. After more than an hour of trying to find a solution, however, the hotel day manager was unable to offer you any more than the assurance that they would get you a room ready as soon as one was available. Worse yet, they would not let you cancel your reservation and go down the street to a property that already had a room that was available for both today and the rest of the weekend. The first hotel insisted that they could not cancel your reservation because you had already paid in full. They seemed to just want to ignore the fact that you had also already paid for last night even though they had no room for you.
Obviously, at the end of this trip this would be the last time that you would be staying at this hotel. The last time that you would ever book with this chain of hotels, in fact.
Property Management Systems Allow Hotels to Correctly Handle a Variety of Reservation Types and Other Tasks
With the right PMS software for hotels, cancelled reservations and rooms not being ready can be a thing of the past. Hotel trends show that customers simply will not return to a property that botched their reservation. The fact that a paying guest is standing in a hotel lobby waiting for a room that should have been reserved is an indicator that the property is not using the right PMS software for hotels. With the highest functioning comprehensive software application, in fact, hotel staff are able to cover objectives like coordinating the operational functions of front office, sales and planning, reporting, and specific customer requests.
Keeping the customer satisfied and resolving problems is essential in the hotel industry. When customers have so many choices for the hotels where they stay a property simply cannot get buy with an outdated hotel reservations software platform. The money that it costs to update the hotel management system software is a worthwhile investment that keeps people coming back again and again.
The latest research shows that building loyalty with 5% more customers can lead to an increased average profit between 25% and 100% per customer. The loss of that loyalty then not only effects today’s reservations, but reservations in the future as well.
With the right PMS software for hotels, staff members can help keep track of all kinds of details like late check ins and early arrivals. Because 53% of people use their mobile devices to find travel related information these potential customers are also able to find out information about previous reviews and comments. To be successful, a hotel chain has to make use of the latest software technology to ensure that every stay is a positive one. On the flip side, using outdated or inefficient PMS software for hotels can lead to major problems and unsatisfied customers.
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