Ex-hotel employee exposes hidden 'complaints system'
- Replies 7
Have you ever wondered how hotels handle guests who complain too much or try to game the system for freebies?
A former hotel worker has recently shed light on a secret system that helps hotels manage such guests, and it's causing quite a stir.
The ex-employee, known as 'Melvcookie' on social media, claims she used to work at the Hyatt Hotel.
In a viral video, she revealed that hotels have a database where they record the complaint history of their rewards members, including the nature of their complaints and the compensation they received.
This system, known as the 'service recovery tab', allows people at the front desk to read comments about the person posting the complaint.
'Sometimes, some of these people who travel do it at every hotel they stay at,' Melvcookie shared.
She shared an example of a man who would always claim it was his anniversary and complain to staff that he wasn't given a free bottle of wine, even though he would do it on different dates.
The staff could see he had done this at different hotels by accessing the database.
'People like that should be banned from using the rewards program,' she said.
'And I really wish every hotel chain did that. Just to protect themselves from losing money [and] to also know what they're expecting from people.'
The video has been viewed more than 309,000 times, with many viewers sharing their own experiences of complainers trying to score freebies.
You can watch the full video below:
Video source: TikTok/@melvcookie.
'Hilton tracks that, and when it gets too far, they claw back the points and send them a letter asking them to stay at another hotel chain,' one commented.
'These people also make the experience worse for other guests,' another added.
Some viewers, however, argued that the hotels were being greedy.
'Get real! Hotels, especially the Hyatt brand, rip off more reward members than they ever help,' one said.
While another user quipped: 'Won’t somebody please think of the poor billion-dollar hotel chains?'
What are your thoughts on this, dear members? Share your thoughts in the comments below.
A former hotel worker has recently shed light on a secret system that helps hotels manage such guests, and it's causing quite a stir.
The ex-employee, known as 'Melvcookie' on social media, claims she used to work at the Hyatt Hotel.
In a viral video, she revealed that hotels have a database where they record the complaint history of their rewards members, including the nature of their complaints and the compensation they received.
Hotels reportedly record the complaint history of its rewards members. Image source: dit26978 on Freepik.
This system, known as the 'service recovery tab', allows people at the front desk to read comments about the person posting the complaint.
'Sometimes, some of these people who travel do it at every hotel they stay at,' Melvcookie shared.
She shared an example of a man who would always claim it was his anniversary and complain to staff that he wasn't given a free bottle of wine, even though he would do it on different dates.
The staff could see he had done this at different hotels by accessing the database.
'People like that should be banned from using the rewards program,' she said.
'And I really wish every hotel chain did that. Just to protect themselves from losing money [and] to also know what they're expecting from people.'
The video has been viewed more than 309,000 times, with many viewers sharing their own experiences of complainers trying to score freebies.
You can watch the full video below:
Video source: TikTok/@melvcookie.
'Hilton tracks that, and when it gets too far, they claw back the points and send them a letter asking them to stay at another hotel chain,' one commented.
'These people also make the experience worse for other guests,' another added.
Some viewers, however, argued that the hotels were being greedy.
'Get real! Hotels, especially the Hyatt brand, rip off more reward members than they ever help,' one said.
While another user quipped: 'Won’t somebody please think of the poor billion-dollar hotel chains?'
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