From time to time it happens that my wife and I arrive at our booked hotel separately. Not a huge deal for us in general, so long as the hotel has properly documented our reservation, and I’m pretty good at making sure that happens. So this past weekend’s check-in at a Hampton Inn was particularly perplexing. In more than one way.
Like always, I called in to make sure that both of our names were showing properly on the reservation. Like always, they emailed me a fresh confirmation showing the update. This time I actually read the new confirmation email – something I don’t always do – and noticed that her name wasn’t actually on the room. Whoopsie. No big deal, I figured. I called back and got another great agent on the phone and she understood my issue and acted on it quickly. I reloaded the reservation on the website and still didn’t see my wife’s name but the agent assured me that it was in the record in the appropriate field so that the front desk would see it.
As expected, my wife arrived at the room ahead of me and I didn’t think anything special of the event after that until she described the check-in experience to me later.
Apparently the record was not properly annotated. Or the front desk clerk didn’t know what she was looking for. Either way that’s a bit annoying, but not a huge deal as the clerk handled it by checking her in to the room anyways. Did I mention that we have different last names? It seems that at this particular Hampton Inn simply arriving and claiming to be the spouse of someone with a reservation was sufficient to get access to check-in on that reservation.
Obviously in this case nothing untoward about it as she really is my wife and she was supposed to be listed on the reservation. But the way it was handled was certainly not what I expected.
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