Hotel reservations and a room "preference" fight
 

My wife and I just spent the last weekend in Santa Barbara. At our hotel, we had reserved a non-smoking, mountain view deluxe king-bed room ($375/night). My wife has a serious problem with allergies and asthma, so a non-smoking room is a must for her. We made our reservations several months in advance. I called to confirm twice, both a month and a day before our arrival. Both times I was assured that we would get a non-smoking room. Arriving at the hotel, we were told that that there were only two rooms available, both smoking. When we argued about the reservations, they told us that non-smoking was just a "preference" always subject to availability. They claimed they had no other non-smoking rooms they could give us. They asked us to look at both rooms. They said the smoke smell "wasn't that bad" and we could see for ourselves there wasn't a problem. A housekeeper showed us both. One room was very small and only had a double bed. You could still smell the smoke despite the extensive use of an air freshener. The other room was worse as it flat out reeked of smoke. The housekeeper told us there have been a big party in the room the night before. We asked the housekeeper if there were any other non-smoking rooms available. She told us there was one, but it was ocean view. After looking at it, we returned to the front desk. After a very noisy and disagreeable confrontation, the desk clerks finally agreed to "upgrade" us to the ocean view room. While we won the battle, it really affected out enjoyment for the whole weekend. Needless to say we won't be staying at this hotel again. However, I am now wondering, are things like non-smoking rooms really just "preferences?" Do hotels have any obligation to live up to their promises?

That is the only way they are sold in most hotels. "If we have one, you'll get it". I'm sure it was a disappointment and put a damper on your enjoyment, especially as you had to argue to get what you wanted.<BR><BR>I don't blame you with the smoke--rooms that have been smoked in can be pretty darned obnoxious. As bad, are guests who are smokers but ask for a non-smoking room because they don't care for the stale smoke odor either. It happens more often than you can imagine, and cleaning the rooms adequately to return them to non smoking status after that guest has left, is both time consuming and expensive. <BR><BR>We have entire non-smoking floors now, as all of us can attest to the fact that even a guest smoking a few doors down will leave his scent in nearby rooms. Certain regions of the country are worse than others. Savannah was terrible, Tampa not bad at all, and I'm surprised that in health conscious Santa Barbara you had such trouble finding a non-smoking room. Was it a small inn?

We've had the same thing happen to us several times when we requested (and thought we'd reserved) a room with a king-sized bed. After arriving, we were told it was a "preference," too, and subject to availability. A kind hotel manager finally told us the only way to assure the exact room you want is to "block" it. In other words, they reserve a specific room in your name. Sometimes hotels will block rooms; sometimes they won't, but it's your best guarantee of getting what you want.

I've seen this query before but it is worth reviving the issue. I believe the sense of the meeting was that hotels have no legal obligation to provide you with a non-smoking room even if they include that in the reservation. I think this is something that should be changed, but I suspect you can't enforce anything unless you have pre-paid the room -- i.e., you have a contract for which value is already paid.<BR><BR>However! The hotel -- which you absolutely should have named so that the Fodor interest group could avoid it -- was incredibly irresponsible and unethical to make that switch on you, and just plain stupid to give you a fight about it. I would write a letter to highest management and say that, even though it's "subject to availability," the issue of a smoked room (I mean what I wrote) is not a mere frill for people who have health concerns, and tell them that your treatment was abysmal, especially given the care you took to reconfirm and reassert your need (not "preference") for a nonsmoking room.<BR><BR>It's time the hotel industry got its act together on this one. I was "upgraded" to a "luxury suite" at a Holiday Inn, only to discover that ALL of the luxury suites are undefined as to smoking or non-smoking -- in other words, the previous occupant could have been a cigar smoker. The smell was gagging and I had to decline the room and take a much smaller one in the back to avoid the odor. This is a terrible way to treat loyal customers.

This happened to us at LAX. We had a reservation for one night at the Hacienda Hotel (coming in from Hawaii, on to home the next a.m.). Upon arrival they had no non-smoking rooms. Were asked to take a look (or smell) at a smoking room that was "good" they said. Well, we looked - it reaked. The entire hall reaked. The offered us an air freshner and the bell boy said you can keep the window open. Went back, asked for manager. Ended up insisting on seeing manager. Was told there was no manager on duty. Kept insisting. Finally some asst. mgr came forth. I told him under no circumstances was the room acceptable and if they did not have a room they could find us one at a nearby hotel. Well .. after several minutes of hassle he agreed to do so, but said it would probably be the Travelodge. I said fine .. as long as the room does not reek. He got us a room at the Travelodge and the Hacienda provided us with transportation over there (at my insistance). Travelodge room was basic, but clean and did not stink. I wrote to the Hacienda when I got home - got a letter back from the manager with a certificate for one free night. We never used it and I'd never stay there again. The Hacienda is a large hotel just outside LAX, rooms are in the $79-$89 range most of the time. It's a basic airport hotel, but one I'd avoid from now on.

I have stayed at the Hacienda many times and have always found the staff helpful and curteous. Sorry you had a bad experience there and I am very surprised as well. Perhaps there was a bit of a language barrier? (Many employees speak Spanish)

No, there was no language barrier. Yes, the front desk staff were Spanish, but they were all fluent in English so that was not the problem (also my husband can speak enough Spanish to get by so that would not have been an issue). They were just not cooperative (asking if you want an air freshner is not my idea of a big help). The van driver who took us to the Travelodge was pleasant (also Spanish, but spoke English) and he said he felt sorry for us. We lived in LA for many years, we're familiar with Spanish people working in hotels, etc. and that is not an issue .. not being cooperative was the issue here.

You're familier with Spanish people? Those people in LA are not Spanish, they are Mexican people who speak a version of Spanish. Spanish people are from Spain.

Lori,<BR><BR>You said you lived in LA for many years. I find it hilarious that with all of the smog , you are complaining about cigarette smoke. <BR><BR>Sounds like the typical, overreacting (sp), my way or no way, American.<BR><BR>What did you do about smoking before 10 years ago? I'm sure you have been allergic your entire life. You probably have had Carpel Tunnel Syndrome, your childeren have ADD or whatever that is, and you worry a lot about Mad Cow Disease.<BR><BR>Please, give us a break. Your next cause will probably be the seat restrictions on Southwest Airlines.<BR><BR>Former Native

What's to stop the previous guest from smoking in a non-smoking room? It would seem pretty difficult to "guarantee" a non-smoking room.

Just by the way, I used to work for a real jerk whose travel arrangements I made. He was a smoker and *deliberately* asked for non-smoking hotel rooms, firstly because he also didn't like the stink and secondly because he was an arrogant ass who didn't like to be told where he could and couldn't smoke! Some people, huh??

Does anyone know whether they'll be more likely to block a non-smoking room if you specifically tell the reservationist that you are severely allergic to tobacco and smoke/residue? I'm allergic to tobacco smoke and have had a similar problem getting the non-smoking room, especially if we do a late check-in.

Having encountered the same problem, the only solution I have found is the one discussed above, asking for a specific room. I have no problem with paying in advance to assure my reservation. If the reservation clerk at the hotel has any doubts, I ask to speak to a manager. If they say they won't guarantee a non-smoking room, I find another place to stay. So far this has worked for me.

Most hotels will charge your credit card, after you leave, to clean a non-smoking room if you have smoked in it. I have seen signs in non smoking room stating the cleaning charge can be as much as $350.

What about the little (almost new) rental car from Advantage in Phoenix. Big no smoking sign, terrible odor of cigars. I've lived in LA--smog never bothered me, don't have asthma but cigar and cigarette smells make me nauseated. It doesn't have to be respiratory to bother you. How about the overpowering smell of urine in a limo we took once to a function in LA! It stayed in my nose all through a beautiful dinner at the Bev. Wilshire--ruined a wonderful evening. Some people are incredibly arrogant scofflaws. Maybe we need smoke detectors a la the airplanes in hotel rooms and rentals cars.

Same thing happened to me in Los Angeles. I've got bad asthma also. Had a confirmed NS room. Hubby was attending a meeting so I knew all the hotels would be booked. I called the day before arrival confirming my preference & front desk told me all was fine. Of course, when we arrived there were only smoking rooms. They tried to give us the smoking room. When we walked in I swear you could still see the smoke. Now I was mad. When we walked back down and told the front desk we were leaving only then were we given another room. And this was a standard. So no, I don't think hotels save rooms for people with difficulty. I still call before check-in however.

Can anyone explain why it is that cruise ship cabins can be odorless with regard to cigarette smoke? I took a Holland America cruise last year and was amazed - there were no "smoking" or "non smoking" cabins, yet my cabin (and the 4 others in my party) smelled not in the least. What do they do, and why can't (don't) hotels do it?

Everyone who runs into this type of situation should write the hotel management to complain. If enough people starting telling them they wouldn't use their hotel again, they will eventually change their policies.

As we are going to Santa Barbara in the next month, would love to know the name of the hotel you are talking about.

I used to work the graveyard shift at a Hyatt hotel. The fact is, if the hotel offers non-smoking and smoking rooms your REQUEST for a non-smoking room is just that. It is on a first come first serve basis. It is the same as asking for a window seat on an airline. Generally there are more non-smoking rooms available than smoking but more people want non-smoking rooms. We often had this problem on busy nights and encountered a few unhappy guests. The difference is, at our hotel we had complete authority to upgrage or do virtually whatever we wanted to make sure the guest was happy. So if the only room available was the suite (which Clinton had stayed in, might not be a consolation for some) we gave them that room. We also had ionizer's available to help clear the smell a little. I can completly sympathize with you as I cannot stand the smell of smoke and get headaches from it. You have two ways to avoid this. Make sure you check in on time or early if possible versus late at night and your other choice is to only stay at nonsmoking hotels. I would also ask to speak to the front desk manager and let them know that you will be arriving at whatever time and you need them to save a non-smoking room for you due to your wife's condiditon. I would also post what hotel it was on here so people can be informed if they happen to be staying there in the future.