Hey,

First post; long-time reader.

I checked in a couple of rooms at a hotel; normally I receive stay credit for multiple rooms, and I have always checked in and had the rooms "in my name" - i.e. the folios are all in the name and address of GCSimon.

However, when I checked in tonight one check-in agent (whose tone I wasn't too fond of - but that's a whole other story...) insisted that "I could obviously only be in one room" (correct) - and "therefore the other folio had to be in the other person's name" (with no mention of my own, not even as an additional guest). He also suggested that I couldn't check in all the rooms without these guests signing their own folios, but then relented on this... was he strictly right on this too?

Is this correct? I've never had it this way before and it makes me concerned about crediting.

Thanks,
GCSimon

 

Hi
I wouldn't worry too much about the check in aspect of it. When it comes time to pay, you can make sure your rewards number is on both before you present your credit card. And as far as access during the stay simply ask your friend or family member staying with you for a key to their room.

You don't mention the brand of hotel. You may get better responses on here if you do. Welcome to posting on FT.

 

Thanks. It was a Sheraton, and my SPG number is on the folios, so it's probably fine. But I just thought I'd double-check!

 

Unfortunately it is very common for FDCs to make up rules to support their lack of training. You absolutely can and should have both rooms in your own name only listing the other name if you wish them to have charging privileges or being able to get a replacement key if needed. Requesting clarification from Customer Care may help get the retaining that sounds like is needed.

Having your name and SPG # on both rooms will make it easier to get credit for both rooms. Waiting until checkout may be too late as I find many properties process all the charges/credits the night before.

 

Very interesting... thanks for the comments Roger. He was so insistent about this "rule" that I didn't question it, but I was pretty upset at the way I was treated as an SPG Plat guest and his tone was rather patronizing, so if this was all in aid of a "rule" that is not in fact correct procedure then I will have no hesitation in making a complaint - if only to spare future guests in my situation from the same inconvenience and attitude.

Sadly I am departing early, so it may be too late to take this up if they bill for the previous night; but I'll certainly follow up.

Thanks
GCSimon

 

Might I suggest reading this existing thread - FAQ: Earning points for multiple rooms [Master Thread] - and contacting customer service in regard to the name of the hotel, so they retrain the staff.

 

I wonder what would have happened if there were minors in the second room, for example OP's (hypothetical) high school age children. Most hotels don't allow check ins by those under the legal age to be responsible for contracts.

 

I'm sure the agent would have made up something to cover the situation.

 

OP, make sure you get the hardcopy folios or see the softcopies in your email box before you leave. It's a lot easier to sort things out with customer service when the time comes.

When I've had this situation they usually work some stuff on checkout day to make all folios reflect my name and number.

 

I ran into this issue just a week ago at the Sheraton Casablanca in Morocco. I noted after check-in that my 2nd room didn't show on sgp.com anymore. I called SPG to find out what happened and they told me the hotel put my guests name on the room and removed my SPG#, I asked what I do about the credits and the 2k BRG points I had on this reservation, and they said to go to the desk and have them put my name/SPG# back on it.

So, I went down to the front desk and they cited some law that required the person staying in the room to be listed as the main registered guest, but they can put it back upon check-out. So, day of check-out I request it to be put back, and the person said they can't do it, but they can transfer the charges from the 2nd room to mine and it would be the same. I told them it wouldn't be the same, as I wouldn't get the additional night credit, but they kept saying they won't change the 2nd room to my name and that transferring everything to my room will work just fine.

So, of course, when the nights/points posted, only 1 room posted and no BRG points. In addition, even though I requested the 500 pts platinum amenity, they changed it to the breakfast amenity, which is absurd since my room rate included breakfast. A simple e-mail to the BRG team (in my case I had to go through BRG, but in your case just chat or email the platinum desk) took care of everything.