Booking a Reservation
As both a hotelier and a frequent traveler, I understand the reservation process from both sides. Travelers are typically most interested in finding a convenient method that allows them to find the best room, price, and reservation terms for their needs. Hotels often benefit when guests book directly, either through using the hotel’s own booking engine, or calling the hotel directly.
Many assume booking through an online travel agency (OTA) like Booking.com, Expedia, or another third-party service, guarantees the lowest possible price and best experience. In some instances, this may be the case, but not necessarily.
When our guests call directly, we typically have the ability to provide more options and opportunities than they can receive through an OTA. While not all hotel operators operate by the same playbook, guests who call a hotel directly may learn about property-specific discounts, discuss room preferences, and receive personalized assistance.
As a Wyndham franchisee and frequent traveler, I often stay at hotels within the Wyndham family brand. When that is not practical, I use a process to compare hotels and booking channels.
Compare Apples to Apples
When comparing hotel rates, keep the reservation details consistent. Use the same:
- Arrival and departure dates
- Number of travelers
- Rooms and bed types
- Cancellation terms
- Desired location
- Required amenities
Consider whether you need parking, breakfast, a swimming pool, fitness center, or particular type of room.
During a recent stay in Savannah, GA we failed to notice there was no on-site parking. Our choices were an expensive nearby parking lot or on-street parking several blocks from the hotel. The room rate looked reasonable, but the parking situation affected both cost and convenience.
Start With a Broad Market Search
Doing a broad market search through Google, Kayak, an OTA, or some another travel-comparison service can help quickly identify hotel options, and get a general idea of market prices.
Treat this as the beginning of a search rather than the final booking decision.
The timing of your search can also matter. When my wife and I know we want to visit a particular location on specific dates, we generally reserve a room sooner rather than later. Popular destination and major events may require booking a room months in advance.
Include All Costs for the Reservation
Do not compare hotels using the room rate alone, look for:
- Parking charges
- Resort or destination fees
- TaxesBreakfast charges
- Cancellation penalties
- Loyalty points or benefits
A slightly higher rate that includes parking, breakfast, or flexible cancellation may offer better value than a lower rate without those benefits.
Also consider who controls the reservation. When a room is booked through an OTA, changes and cancellations generally must be handled through that company. The hotel may have limited authority to alter the reservation directly.
When a hotel employee asks you to contact the company through which you booked, the employee is not necessarily being unhelpful. The reservation may need to be changed through the company that processed it.
Call Directly
After narrowing your choices, call the hotel using its local telephone number rather than a general reservation center.
Provide your dates of travel, number of travelers, preferred room type, and any special needs. Explain the rate you found through your research, and ask whether a comparable direct-booking rate or additional discount is available.
Not every property will have a lower rate, but a brief and courteous conversation may reveal an option you did not find online.
Best Rate Guarantees
Some hotels offer best-rate guarantee policies when a lower comparable rate is found elsewhere. Ask whether a guarantee is available and what steps are required to qualify. Not all hotels do this, but it never hurts to ask.
Your Booking Decision
Now it is time to make your reservation.
For me, the goal is not simply to find the lowest price on a screen.
It is to find the best total value after considering:
- The final price
- Fees
- Cancellation policies
- Loyalty reward points
- Available amenities
- Ease of making changes
When I have taken those items into consideration, then I determine which path is the best reservation choice for my needs. One other thing I consider is whether the rate is refundable or nonrefundable.
Refundable vs. Nonrefundable
Hotel prices can rise and fall as demand changes, and many hotels rely on dynamic and sophisticated pricing models.
Therefore, booking a refundable rate gives you the option to check prices closer to the travel date and rebook if a comparable rate becomes available.
If I find a lower price that suits me, and I have the ability to cancel my original reservation without penalty, I make the new reservation before cancelling the original booking. This is particularly important if the hotel is nearly sold out.
Is the Process Worth It?
I have found the process works well for the way my wife and I travel.
Going through the process of comparing rooms and terms, calculating total costs, calling the hotel, and deciding how much flexibility and loyalty benefits are worth a few times will help you determine whether it is worth the effort for your circumstances.