What you are about to read is a true story of how backwards the lodging industry can be, even in an era of technological breakthroughs. Though names will be kept confidential, I’m sure many readers can recount similar experiences. I encourage anyone and everyone to share ‘em if you’ve got ‘em.
I live with my family in Southampton; however, the quickening pace of growth at innRoad demanded we move company headquarters from Southampton to NYC. I’ve been staying in hotels for two to three nights per week ever since, on average. Considering the commitment we’ve made to our clients, I typically stay at our client properties and in fact, we maintain a policy that all innRoad employees pay to stay at client hotels, when available. But every now and then, typically due to poor planning on my part, I find myself shopping for a room in the online marketplace.
One such evening a few months ago – a meeting ran late and I found myself too tired to trek the 100 mile journey home. Our client hotels in NYC were at full occupancy (good work team!) so I found a 4 star hotel in Manhattan for $99 on a popular online site. Although the name of the property was not revealed until after, I knew exactly what hotel it was based on past bids, so I confidently booked my room. I grabbed dinner, hailed a cab, and arrived at the front desk approximately an hour after booking. That should be enough time for a 4 star hotel in Manhattan to process a reservation, right? After all, innRoad takes roughly 5 seconds to receive a reservation from an OTA, process the reservation, and correct all other third party channels with the updated inventory. Sadly to say, that was not the case for this hotel.