People looking round our hotel room?

[Randomchat]

Staying in a lovely 5* hotel for 2 nights. Total treat, it's lovely.

Yesterday we went out for the day. Came back around 3pm and there were hotel staff in our room showing people around. They wanted to book the place for a wedding. They were right in the room, the woman was in the bathroom looking around. The man had opened the wardrobe.

I asked them immediately to leave and they did but they took their time about it, actually standing by the door commenting on how the room was a bit small. I nearly had to push them out and close the door.

We spoke to the reception staff later and they said it's common to let people look around occupied hotel rooms.

Really? Is this common? Right in the room opening wardrobes, not just putting their heads round the door for a quick look?

We got offered a free drink to compensate.

It's still bugging me this morning. I want to go to reception and make clear to them that no-one is to go in our room. Dh says I'm making a fuss. Cleaners go in there every day so this is no different.

I'm interested to hear if this is indeed normal and I'm over-reacting by being bothered by it?

I'll be wondering all day if someone is looking round our bedroom.

Are you certain that's what they were really doing in the room?

I just wonder if 'having a look round' is a cover story by these 2 people and the staff member who they are working with to gain access to the rooms..

I'm a bit late to the party but the devil in me would be considering reporting a "lost" expensive item, last seen in the room. Ask the hotel to detail exactly who had access to your room between x and y time. Make them stand by this "oh so common" policy in writing and admit they let staff access your room without your permission and bring 2 completely unauthorised people with them.

You can always "find" the item later on.

Personally I would probably have gone nuclear and threatened chargebacks and negative reviews.

I can remember many years ago in France we were given the keys to a hotel room that was already occupied. It was a small 3 star hotel and an obvious mistake. However the concierge was asking questions like "is the bed made, are there clothes in the wardrobe?" I told her that I did not look in the wardrobe as there were cases in the room and it was obvious someone was staying there. I had stood in the doorway and not ventured into the actual room to inspect people's belongings.

I wouldn't do this. The person it's most likely to hurt / cause stress to will be the cleaner.

What’s more, my review would include the fact that it’s apparently hotel policy to show potential guests around rooms that are already occupied, when those guests are absent.

That’s so far from the norm that my first thought would to think they were lying about who they were and what they were doing.

I’ve organised events all over, and it’s more normal not to be shown a particular room because it’s occupied than for it to be free to view. But I’ve never been shown an occupied room. Bonkers.

I’ve had a few questionable experiences in hotels as a guest where I’ve been given the wrong key and walked in on another guest, and once had a bunch of kids burst in on us through a secret door (it was an old Manor House with servants tunnels) so I never assume total privacy. But YA definitely NBU.

Glad you’ve spoken to a manager who appears to be taking it seriously. This is so bizarre and I would be super unhappy. Hope you get an apology and some meaningful compensation- a free drink is an insult.

I think you have misunderstood the irony and the allusion

I'd be reporting my £10k engagement ring had gone missing

"We spoke to the reception staff later and they said it's common to let people look around occupied hotel rooms"

This is the bit I find so totally and utterly bizarre. I can understand them wanting to show people the rooms, we did it when we went to our hotel, which was the venue for our wedding. We looked at the standard rooms and the honeymoon suite. No biggie.

However, why on goods green earth would anyone want to look at an occupied room? There could be the messiest occupants in there with crap everywhere which could totally spoil the feel of a room and therefore put people off! It's such a weird concept.. Surely they want rooms looking at their absolute best when viewing. Its like going to see a house for sale that hasn't been cleaned, rubbish in the bins and plates in the sink.

It's not acceptable in a premier inn either. Glad the manager is taking you seriously.

This is not the behaviour of a 5 hotel. I regularly stay in 5 hotels. One thing that distinguishes them from lesser hotels is their wonderful staff.

I would be demanding to see the manager. I wouldn't even be polite. I would be complaining long and hard. They should offer you a reduction in price or a room upgrade.

Even so, you should get a feedback form from the hotel when you return home. You should complain long and hard on the feedback form. Then go onto tripadvisor or whatever you use and write an honest review on there. Future guests need to know if the hotel is not safe.

I once stayed in a lovely hotel. I was badly treated by a waitress in the bar. I complained at reception. The assistant manager was informed, she appeared immediately. I was given a free meal in another part of the hotel. They couldn't do enough for me.

However, i still gave a poor review. I praised the location, room, leisure centre and all staff. Except the bar staff. The hotel hadn't got a leg to stand on. I was honest.

I have now taken to reviewing hotel safety when writing reviews. Reception staff should not announce your room number to all and sundry in reception and all rooms should have internal security.
Let alone take complete strangers into your room!

Housekeeping shouldn"t go in until you allow it or you vacate the room? Make a fuss, get a proper discount or say you will publicise it with the name of the hotel etc.

I wouldn't be happy about this at all if they had asked I would of said yes but to do it without asking is not ok

Exactly, I had staff in a Travelodge in London just walking into the room with their staff key (two or three times) "Do you need towels, do you need sugar/coffee etc. IMO they were definitely looking to lift stuff.

Please name the hotel so all of us can make sure we never stay there.

I'm so glad you took this further. Not in a million years is this normal in any hotel 5 stars or not. The reaction of the second manager has my suspicions raised. He was appropriately horrified which tells you this is very wrong. Are you sure the people being shown your room were legit and not looking to steal. I hate saying this but number 1 - its clearly not the hotels normal practice. Number 2 - its a quick cover up if they get caught which they were to say - its a tour of the rooms.

He’sprobably horrified they got caught. It’s unlikely to be a one off.

HI @Randomchat

I've been lucky enough to travel a lot and stay in many beautiful places.

I have never heard of this happening before. In fact, I have been told on several occasions that I CAN'T view a particular room because it is occupied.

It is a serious security and privacy breach, and I would be making a written formal complaint to the manager. A free drink doesn't cut it as 'compensation'.
Depending on the manager's response, I might copy the letter to regional management.

Include in your complaint how it has adversely affected your stay - worrying that someone else might come in etc.

Re compensation, I'd be asking for the hotel to give me another opportunity for them to show how well they usually treat their guests ie a free night's stay. At the very least they should host you for dinner.

It’s absolutely not normal for any hotel. what if something was stolen?

I’m easy going but I’d make an official written complaint about that.

Fuck no. This would be really traumatic for me and I would have to leave. I would demand a full refund. Especially from the first response that told you this was normal.
This would have me in tears and leaving.

oh btw - a free drink or even two or three is not adequate.

They are taking the piss out of you. What are you going to do about it?

My husband once opened the door to a naked elderly woman lying on the bed. She had swapped rooms in the night and reception hadn’t updated the system.

I have needed to check hotels / hotel rooms several times for potential business bookings. They have always made it clear that we can only look at rooms that are vacant and not currently booked by guests..