Hotel Industry Guest Issues: Hotel Guest Databases Such As “GuestChecker.com” Can Assist Hotel Management In Avoiding “Problem Guests”

“Many hotels now refuse guests based on their perceived or real behavior,” the story says. “For example many hotels in Florida and the Caribbean will not accept reservations for “Spring Break” groups. In Europe, hotels shy away from groups of British Soccer fans.”

Hotels are increasingly interested in swapping information with each other about “bad” guests, just like guests do with “bad” hotels using TripAdvisor, according to Hospitality Business News.

Most hotel guests, naturally, are good.

But when hotels do encounter guests who, for instance, call their credit card company to reverse a charge, assault another guest or even smoke in a non-smoking area, they just might wind up in the type of database maintained by GuestChecker.com.

  • What private information is kept on me?: The database contains a guest’s name, address, and phone number only, as opposed to more personal information such as credit-card number, race or religion. The information is kept in a database with “bank-level security” and is not available to the public.
  • Can hotel managers see the full list?: Hotel managers can’t scroll through the database to see who’s on it. They can only search for specific names and receive a “Match” or “No Match” result.
  • Is this a blacklist?: The company doesn’t call the database a “blacklist” because members “do not have the ability to advise other accommodation providers to refuse service for a guest.” It’s designed to help the next hotel “make an informed decision on how to best prepare for that guests arrival.”
  • What offenses land me on the list?: The company tracks five categories of behavior, with the worst being stealing, assault and non-payment. Lesser offenses would include actions such as smoking in non-smoking areas or using facilities such as the swimming pool or tennis court after hours. “Someone who accidentally knocks over a lamp and offers to pay for it should not be placed in the same category as someone who purposefully trashes a hotel room,” the company says.
  • Who reports me? One person per company or hotel can report a guest for an offense, and GuestChecker.com requires that person be a senior manager. “This stops any malicious reporting by the night watchman, for example,” the company tells Hospitality Business News.
  • How long will I be on the database?: A person could stay on the database for as long as four years.
  • For more:   http://travel.usatoday.com/hotels/post/2010/10/hotel-blacklist-how-do-hotels-define-a-bad-hotel-guest/127726/1

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