LETTERS

Readers React to "Confessions Of... A Front-Desk Clerk"

We've gotten some passionate letters in reaction to our recent article, Confessions Of...A Front-Desk Clerk. Here's a sampling:

I was appalled by Anne Szeker's "Confessions of a Front-Desk Clerk" (November 2006). She says, "The folks who reserve through discount sites are at the bottom of the food chain" because "the hotel barely makes a profit on the booking." Nobody is forcing any hotel to participate in third-party booking sites, such as Expedia and Priceline. But if a property does choose to release rooms to those sites, it has a responsibility to treat all guests equally. What Ms. Szeker is really advocating is a two-tier system: The guests who have lots of money get treated like royalty, and everyone else gets the shaft. Did it ever occur to Ms. Szeker that some people simply can't afford the outrageous prices charged by most hotels? In my experience, $200 a night buys a room with stained carpet, ugly furniture, paper-thin towels, scratchy bed linens and one-ply toilet paper. Guests are nickel-and-dimed for everything, including Internet access fees and "resort fees" for services they don't use. Perhaps if hotels offered better value for the money, their guests wouldn't have to use the discount sites. --Regina Klapper, Santa Fe, N.M.

I enjoy your magazine, and particularly the insider tips from employees within the travel and leisure industry in your "Confessions Of" piece. However, I take issue with the comments of the hotel front desk clerk in your December/January issue. Across our society we suffer from a decline in civility from those whom we seek service. From sullenness at fast food joints to unfriendly store clerks, bad attitudes and bad service are far too common. The writer's attitude speaks volumes as to the cause. She seems to be implying that in order to get consistently good service, the customer must treat her well. It is the "me first" attitude that has become all too typical of service industry employees. I am assuming the hotel she worked at was upscale, and not the standard budget or economy roadside establishment. If that is the case, I do hope that she is atypical of the employees and management there. Good retail businesses know that rule number one is "the customer is always right." Rule number two is, "when the customer is wrong, refer to rule number one." Repeat business results from the experiences one has with the establishment. I have traveled frequently all over the world, and I can tell you that if you want me to continue to spend my money with you, treat me kindly, even when I am wrong! --David E. Chesebrough, Woodbridge, Va.

I was absolutely stunned and shocked at what Anne Szeker said in her article, "Confessions of .....A Front Desk Clerk" in the Dec 06-Jan 07 issue. Specifically about the comments concerning third party reservations (Expedia, Priceline...)! "Hotel Managers can't stand it when guests reserve room through Expedia, etc.....because the hotel barely makes a profit on the booking." And, "The folks who reserve through discount sites are at the bottom of the food chain." Is this commonly known? Am I the only one who doesn't know it? I have never heard this or even imagined it! If they don't make a profit, why do hotels participate in it? We're told they want to fill rooms and often discount them to do that, so we figure we're all happy. Do they not have a choice if they want to compete in the market? I've only booked through the Internet a few times, and had no problem, but I will hesitate to do so in the future. If this gets out, where will Travelocity, Expedia, et al, be?? Are there any other desk clerks out there to verify that this is indeed true, even if, of course, the hotels themselves would never admit it? --Susan Paradis, Machias, Maine

I was disgusted after reading the article "Confessions of a Front Desk Clerk. I dont know if I will EVER trust a hotel clerk again. What ever happened to Star Quality Customer Service? Surely this is not the standard? Did this person work at a flea bag? Hopefully at the hotels we all frequent we dont have to expect this back stabbing, inappropriate view of the customer who by the way, pays thier salary by staying there. The customer is ALWAYS right, no matter how difficult they may be. --J McGraw, Merced, Calif.

I grew up in a famous resort called Grossinger's in New York's Catskill mountains. The author of "Confessions of a Front Desk Clerk" got it all wrong. It was not the responsibility of the guest to make her shift pleasant, it was her responsibility as an employee of the hotel to make the guest's stay pleasant! --Tania Grossinger, New York, N.Y.

Note:This story was accurate when it was published. Please be sure to confirm all rates and details directly with the companies in question before planning your trip.
 
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Travel Tips

Tagged
Planning
310262

I have the words "hotel" and "taxi" on my cell- phone speed dial. On a trip, I change the numbers, but leave the preprogrammed titles the same--instant access and no more little slips of paper everywhere.

— Isabel Burk
Tagged
Air Travel
346267

Finding healthy breakfast alternatives at an airport can prove difficult. I always travel with an insulated travel mug. Before leaving home I fill it with a high-protein cereal and then request low-fat milk on the flight.

— Randy Hartselle
Tagged
Packing
363282

It's unnecessary to make a packing list for each trip. Instead, draw up a master list with everything you might need on any given trip--from ski goggles to snorkels, slippers to saline solution. Save it on your computer. Before you start packing, cross out anything you don't need for that particular trip.

— Bonnie Herbst
Tagged
Photography
345273

I always snap photographs of scenic highway markers, park entrance signs, and the like. These informational photos are put into our album to help identify the many sites that we visited.

— Betty L. Cox
Tagged
Dining
343246

If you're looking for authentic street food--whether you're in New York or Bangkok--don't buy from the pitifully lonely vendor who has no customers. Head to the cart with the longest line of hungry people in front of it. Locals know which vendors serve the best (and safest) food. Even if you have to wait, your stomach will thank you.

— Bryan Thao Worra
Tagged
Transportation
322245

My husband and I always travel around Europe by train. When we arrive in any city, we first stop at a ticket window and get all the information we'll need for the next leg of our journey. This gives us plenty of time to find an English-speaking ticket agent who'll print out departure times and platform numbers for us. Before leaving the station, we can note the location of the platform we'll be looking for that morning. One wrong move when you're rushing for a train and you could end up in the wrong city!

— Betty Lynn
Tagged
Planning
422591

My husband and I create personal cards (like business cards) before we leave home. We put our name, address, phone, and email address on them, as well as a picture of us. How many people have gotten home from a trip, looked at a slip of paper with a name and address, and wondered, Who is this? The picture helps link a name to a face.

— Susan Fornoff
Tagged
Packing
323234

If you have to save receipts while traveling, purchase a plastic coupon holder to help you keep track of them (it'll also protect them). Label each section of the coupon holder by category (hotel, rental car, gas, food, etc.) or by day of the week. The coupon holders are compact and easily fit into a laptop case, purse, or travel bag.

— Ursalene Davis
Tagged
Packing
324257

Whenever my husband and I get new pairs of eyeglasses, we relegate the old ones to our luggage, along with an inexpensive repair kit from the drugstore. If something happens while we're away from home, we can hopefully fix the glasses ourselves. If they're beyond saving, we have the backup pairs to get us through the rest of the trip.

— Carol Alabaster
Tagged
Packing
341248

Restrooms abroad rarely have hooks on stall doors. Our solution: Pack a small S hook in your shoulder bag and make use of a hole in the wall, a pipe, etc., to hang purses, jackets, or anything else you want to keep off the floor. S hooks can be found in most hardware stores, near the screws and bolts.

— Arthur and Marie Lloyd
Tagged
Packing
344242

For overnight flights, pack a few Oral B Brush-Ups in your carry-on. Before the plane lands, you can "brush" your teeth, leaving you refreshed and ready for the day!

— Janice Pruitt Winfrey
Tagged
Shopping
351249

When buying bottled water, look at the bottle cap to see if the seal is still intact. While visiting the Acropolis on a very hot day this summer, I caught a young boy refilling empty water bottles from a tap and recapping them. He was then selling the bottles to thirsty tourists.

— Alice Atkinson
Tagged
Technology
372260

Before my last long flight, I went to librivox.org and chose a bunch of books, short stories, and poems to download to my iPod--for free. The site has both adult and children's books, and the list is growing. All of the titles are in the public domain, and they're read by volunteers, so there's no question of copyright infringement. Even if you don't own an iPod, you can download them to your computer and burn them onto a CD.

— Diane Bowman
Tagged
Transportation
329237

When I'm on a cruise with my wife's family and we're in a foreign city for the day, I get off the boat as soon as we dock and hail a taxi. I ask the driver to call his dispatcher and find me a van with an English-speaking driver. Then I negotiate an hourly rate and a pickup time at the dock. The family tours together for a few hours, and then each couple either gets dropped off where they want to spend extra time or returns to the boat (this is great for my elderly in-laws). We get a tailor-made city tour for a much cheaper rate than if we had booked through the cruise line.

— Stuart Hanzman
Tagged
Photography
336259

Many computer photo albums use camera date stamps to organize collections. Whenever you're traveling in a time zone that might affect the date stamp (if you're crossing the International Date Line, for example), remember to reset your camera's clock.

— Michael Gray
Tagged
Technology
372277

We always e-mail our itinerary--including flights, hotels, and confirmation numbers--to ourselves and to family members. If our luggage is lost or our wallets are stolen, all of this essential information is just an Internet café and a few quick clicks away.

— Courtney Fuller
Tagged
Planning
524541

Before leaving on a trip, I print the names and addresses of my friends and family onto clear mailing labels. (All standard word-processing programs have preset templates for creating address labels.) Then, I take the address-label sheets with me on vacation. Since the addresses are already saved in my computer and the mailing labels are adhesive, addressing postcards has become really easy.

— Lisa Higgins
Tagged
Packing
335241

Pack a travel-size shampoo container refilled with detergent and a one-gallon Ziploc bag for when you need to wash hosiery, bras, and other delicate undergarments. Put a few drops of detergent into the bag and fill it part way with water. Place the garment in the bag, close it up, and shake it around for a few minutes. Instant washing machine! For larger pieces of clothing, I've used the plastic laundry bags supplied at most hotels. Just hold on to the open end tightly.

— Erika Kumada
Tagged
Packing
328261

Avoid spills in your Dopp kit. Cut up plastic grocery bags into little squares and place them under the tops of toiletries to prevent leaks. Discard the squares upon arrival, but bring extras for the trip back.

— Roland Zuniga
Tagged
Shopping
312225

When my husband and I visit places like India or Thailand, we pack only one extra change of clothes. When we arrive, we hit a local market and buy local attire--woven shirts, saris, sarongs, etc. Not only does this make packing easier, but we get a better cultural experience and end up with lots of wearable souvenirs!

— Alice Fraser
Tagged
Technology
354275

My daughter and I bought disposable digital camcorders at a CVS pharmacy before going to Europe. It was a nice way to document our trip--each camera stored about 20 minutes of video. Once home, we dropped the cameras off at the pharmacy. The next day, our DVD was ready. We were very pleased with the quality and the cost: $30 for the camera and $13 for each DVD.

— Maria B. Murad
Tagged
Packing
353247

Carry a twist tie in your wallet. Among other ingenious uses, a twist tie can temporarily replace a lost screw on a pair of glasses. Just peel the paper or plastic off the tie so you have bare wire, insert it where the screw once was, and twist to tighten. Unlike Scotch tape or a safety pin, a twist tie is small enough to remain hidden and strong enough to hold until you're able to replace the screw.

— Suzanne Prendergast
Tagged
Transportation
336244

In Europe, my husband and I like to use public transportation. As a result, we frequently find ourselves studying itineraries displayed on train station walls, trying to read schedules posted at bus stops, or staring at kiosk-size town maps. On our last trip, my husband snapped digital photographs of those things. We were able to take the map or itinerary with us and could refer to it as needed by using the zoom feature.

— Anne Supsic
Tagged
Air Travel
340279

If your flight is canceled, don't just wait patiently in line to be booked on another flight; call the airline's 800 number. They'll answer your call faster, and you won't be waiting with other stranded passengers from that flight. (Or cover all bases by calling while in line.)

— Karen LoPresto-Arbaugh
Tagged
Air Travel
318246

Don't settle for the first answer to your travel question. If you need flight information, it's a good idea to phone the airline more than once and ask the same question. Recently, I wanted to see if I could fly standby on an earlier flight the same day. The first time I called, I was told that the earlier flight was booked. The second time, however, an agent said there were in fact seats available, and I could certainly fly standby. In the end, not only was I able to get on the flight, but I was upgraded to first class.

— Lynn Babcock
Tagged
Dining
328265

By the time I got home from my first trip to Europe in 1963, I'd collected menus from several restaurants I liked. I threw them into a box. In 1988, I returned to Europe and went to the Middle East. Once again, I picked up a few menus. This time I had them all framed and they now hang in my kitchen. Since then, I've added to the collection. It's fun looking at the prices and remembering the good times—plus they make great conversation pieces when I have a party.

— Jerri Moore
Tagged
Safety
408289

Our bags have been stolen twice from inside locked rental cars. Now we travel with a bicycle cable and lock. If we absolutely have to leave our suitcases in the car, I hook them together by the handles and attach the whole thing to the frame of a seat or a secure item in the trunk. Even if thieves manage to get into our car, the cable will make it very difficult for them to make off with the luggage.

— Karen McCarty
Tagged
Air Travel
346250

Tired of catching colds while traveling? Take along a travel-size package of Clorox wipes. Disinfect the tray table and armrests on the airplane, and the telephone and TV remote in your hotel room.

— Sherill Hacker
Tagged
Packing
333266

Paper place mats can be useful anywhere there's an outdoor shower. By stepping onto a place mat after a bush shower in Botswana, I managed to keep my feet clean and avoided getting dirt in my clothes.

— Sandy S. Hogan
Tagged
Air Travel
368256

I work for a major airline and can attest to this tip for redirecting lost luggage. Place a copy of your itinerary--including contact info for where you're staying--inside your checked suitcase. If name and flight tags are missing, we'll still know where your bag needs to go.

— Michelle Keonig

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