In response to the posting for “Terrible Exp. w/ the Manager”…

It is unfortunate this guest was not able to take with him a pleasant experience of our hotel; however, of our many years in the hospitality business, unhappy guests are very minimal. The few unhappy customers, is due to the fact that guests find it difficult to comply with rules that are set precisely for their own protection.

First of all, this suite is for a total of 4 people, (it is the maximum of people allowed by the Puerto Rico Fire Department). This suite had been reserved for his wife’s family. At the time of the reservation we had made an exception in allowing 5 people instead of 4. It wasn’t until the day of arrival that we found out there would be 7 people staying instead of 5. The following day this gentleman comes to the Front Desk asking for an additional pool bracelet bringing the total to 8 people in a room that has a maximum capacity of four. Under normal circumstances we would have recommended he reserved another suite for him and his family, but due to the fact that we were completely sold out for the weekend, I asked that he pay for the additonal 8th person and stay in the 4 person family suite.

As manager I am used to dealing with situations similar to this one where guests will try to occupy the room with more than the actual registered amount of people. However, I have never come upon a guest who has disrespected me in the manner this gentlemen did just because they were told they would have to pay an additional fee for the extra person. Hopefully this experience will be an isolated one on our part.