HOSP 1015: Managing the Guest Experience
Reservations Assignment
In this assignment, you will visit three separate booking sites (one of which must be the brand web site) and take notes about the differences in the experiences. Enter your observations in the appropriate cells in the tables below, save this document when you are done, and submit the document through the assignment link.
Your Name:
| Question | Site 1 | Site 2 | Site 3 |
| What site did you choose? | Marriot.com | Hotels.com | Kayak.com |
| What arrival date did you choose? | June 10, 2017 | June 10, 2017 | June 10, 2017 |
| What departure date did you choose? | June 17, 2017 | June 17, 2017 | June 17, 2017 |
| Did your hotel appear on the first page of the search results? | Yes, there were multiple hotels that were provided. I chose the Courtyard Marriot in Downtown Miami. | No, I was ultimately unable to find it on first page and had to pull it up manually by searching specifically for the hotel that I had chosen. | I was unable to locate the hotel on the first page. I had to search by name for the hotel to be able to view the prices. |
| Was the photography of the hotel appealing? | The photos of the communal areas (lobby, Front desk, restaurants, and market), the guest rooms and the local areas surrounding the hotel were very appealing. There were photos of the exterior of the building which were not very appealing. The building looked older and the exterior did not meet the standard of the interior of the hotel. The photos of the exterior would have influenced the booking of this particular hotel if I had been booking this personally. | Yes, there were many more photos of the conference and convention areas of the hotel on this website. They maintained some of the original pictures that were provided on the Marriot website. They had pictures of the exterior and based on those photos I would not book the reservation. | Yes, they had most of the pictures for the hotel that were located on the Marriot website. They had more photos of the gym and pool located on the property. Once again, the photos of the exterior of the building lacked. |
| What was the room rate displayed? | Yes, the room rate was listed as $119/night. | Yes, the lowest room rate for those dates were $135/night. | Yes, the room rate for those dates were also $150/night. |
| Where their any restrictions on the rate you researched? If so, list them. | There were no restrictions. There was however a stipulation that the rate of the room would be increased as of June 11, 2017 to $131/night for the remainder of the stay. | There were no restrictions for the room. The room rate would be $135/night for the entire stay and not increase, like the rates on the Marriot website. | No, there were no restrictions on the rate. The room was higher than the other rates on Hotels.com and Marriot.com. |
| Would the reservation have been prepaid? | Yes, they did require the room to be prepaid to guarantee the cost of the room. | Yes, they also required that the room be prepaid. | They gave me the option to pay now or pay later. I was not obligated to prepay. |
| Would the reservation have been non-refundable? | There was no information on whether the payment was non-refundable. | There was a notice stating that the room cost was non-refundable. | No, it stated that the booking could be cancelled at any time. |
| How old would you need to be to book this reservation? | There was information about how old one would need to be to book the reservation. I believe you would need to be 18 in order to book the reservation. | There was no information on this subject. As before I believe you would need to be a legal adult above the age of 18. | There was no information on how old I would have to be to book the reservation. I would also assume that the age was 18 as the guest would be a legal adult. |
| What was the latest time/day you could cancel the reservation? | There was no information about the last day to cancel the reservation. | The room was non-refundable so I would not be able to cancel the reservation. | There was no date available for me see. The website did state that I could cancel for free at any time. |
| Were there ratings of the hotel on the site? | They did have “stars” on the hotel and the number of reviews on the website. | Yes, they had ratings of the hotel provided by guests. | Yes, the hotel had the rating on the page where you book the reservation. |
| Where there guest comments on the site? | No, when I clicked on the reviews and stars I was not able to read any comments or reviews by any guest. | Yes, there were over 500 guest comments and reviews. | Yes, when I went to the page to actually book the room they had guest comments and reviews at the top of the page for me to read through. |
| Using the calendar on the site, see how far in advance you could book your reservation. How many months in advance of today’s date was that? | The farthest in advance that I could book is for March 24, 2018. | The farthest in advance that I could book the reservation for was August 19, 2018. | The farthest I could book the reservation in advance was April 30, 2018. |
| Which site did you like the best, and why? | I enjoyed the branded Marriot website the best. It was the easiest to navigate through and find what I was looking for. It also offered the best rates for the stay. Hotels.com and Kayak.com were much harder to compare the prices of the hotel that I had chosen. I had to type in the name and location to locate the hotel on those websites. After I located the hotel the rates were higher than the Marriot website which was surprising to me. |
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