When Guests Think They Own the Hotel (Spoiler: They Don’t)
An ironic yet practical look at guests who believe booking a room gives them the right to set hotel rates and policies. Learn how to protect your pricing strategy, uphold standards and handle challenging conversations with confidence and a smile.
There is a curious—and, let us admit it, rather picturesque—phenomenon that recurs with astonishing frequency in the hotel world: the guest who, upon clicking “Book”, feels they have also acquired a controlling stake in the property. From that moment on, they feel entitled not only to decide the temperature of the pool or the type of bread served at breakfast, but also the accommodation rate, cancellation policies and, in bolder cases, the property’s commercial strategy.
Yes, we all know that guest who arrives at reception, eagerly taps away on their phone to show you how much a similar room costs “on another website”, and then suggests, with a blend of indignation and condescension, that it would simply be common sense for you to match that rate. Preferably with breakfast, spa access and a Thai massage included.
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