Hotel New York

Hotel New York

Hotel New York

To start from the beginning, please keep in mind that every hotel has a so called cancellation deadline. This is a date and a time until which every customer can cancel his room free of charge. After the deadline, nearly every hotel claims cancellation fees.

This is an interesting point, because like always in the hotel industry "it depends". Some hotels are courteous and do not charge anything as they managed to resell the room. Some other hotels also do not charge the customer although the room could not be resold. This has to do with customer care, building up long-term relationships with customers, courtesy and the goodwill of the persons in charge of reservations. And some other hotels do charge the customer, because they were not able to resell the room the customer cancelled. This is a pretty common hotel's policy and every customer has to accept it as it is mentioned in the General Terms & Conditions of the contract for accommodation.

So far, so good. But what if the sales person of a hotel resells a cancelled room and additionally charges the customer who has cancelled the room? In my opinion, this is illegal.

But let us imagine a renowned hotel in New York would do it over and over again. How long do you think will it take until an angry customer who has just been told he had to pay for the cancellation phones the hotel under a different name and asks for an available room for the same period? And what if the hotel's sales person tells this customer that the hotel is fully booked for that period and that the last room has been sold some minutes ago? And what if the customer gives a different e-mail address or fax number to the sales person to confirm in written that the hotel is fully booked? Then the sales person, respectively the hotel has a big problem. In times of internet, blogging, twitter and publishing news within seconds, no hotel will take the risk of getting banned, spammed or damned for a pretty long time.

Do you remember the person I mentioned at the beginning? The one who has published the article about the hotels in New York? Believe me: this person is wrong! If he was right, he would have given some more detailed information such as a specific hotel in which this incident happened, maybe a hotel's employee blowing the whistle on his colleagues or a specific case of a customer having experienced a situation as described above.

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