I think the World Needs hotels to allow guests to reserve specific rooms on their website, similar to how airlines allow travelers to reserve specific seats.
At so many large resorts, particularly in foreign countries, there are often long lines at check-in which is often very frustrating and unwelcome to travelers arriving after long flights and taxi rides, and maybe suffering from time zones and loss of sleep. Since I have studied "queuing theory" as part of an overview of Operations Research, I understand that there are many variables that can affect the length of the que. However it is obviously clear that the long lines in these hotels is due to the amount of time taken with each arriving guest.
At the more recent resorts we've checked into, the rooms were reserved and paid for many months in advance, so no 'financial transactions" were involved at check-in for any of the people in line. They only had to verify our identity and give us our room keys, however the lines moved very slowly due to the amount of time taken for each arriving guest. It appeared that what took so long was a "negotiation" with each guest over what room was assigned. If that process were eliminated, the line could have moved quicker, and the hotel may have been able to reduce the number of people working the reception desk.
It appears to me that hotels are the only place where people renting do not know in advance the actual unit number that they are assigned. When we stay at a B&B, we pick out rooms that have specific views, furnishings, and even certain antiques. When we use VRBO, Home Away, Flip Key, AirBnB, we reserve a specific unit. As a timeshare owner at many resorts, I know that we call on specific dates (or even participate in a lottery) months in advance to get a specific room assigned. Airlines have specific seats assigned and allow travelers to select their seats in advance, and have additional fees levied for the various better situated seats, such as business class, or exit row seats with more leg room.
In hotels, there are also many variables among rooms. Many are subtle differences that only repeat guests would be aware of. However hotels really want those repeat guests! So it pays to make them happy. I contend that even though it appears on the surface that all hotel rooms are identical, in fact there is a different "value" to each of them in the view of guests. For example, top floors are quieter because they don't have noise of people walking above, but may require more steps to climb. Ground floors may be more accessible, but also may appear to be less safe. Rooms near staircases or ice machines may seem more convenient to some guests, but present more annoying noise to others, etc. Sometimes there are specific, short-term issues that can affect guests where room rates should be discounted to accommodate those situations. For example, if construction or renovations are going on in nearby units that could cause annoying noise, those units should be discounted. Guests may be willing to rent those units if they know they will get a discount, and they would be less likely to complain to management (or on advisor websites) if they had to put up with noise in order to get a discounted rate.
If hotel websites allowed guests to pick out their room they may lose a little flexibility in moving people around, however I believe the following would happen:
I believe eventually, guests with smartphones will be using their phones to open the doors to their units, and charge their purchases at hotel stores and restaurants. If so, it may be possible for guests to completely bypass the check-in desk when arriving. I know that hotels think that it is important for that "personal touch" when guests meet the desk clerk. But I think the modern, electronic-enabled, gadget-savvy traveler would actually be happier if they didn't have to waste time on arrival.
At so many large resorts, particularly in foreign countries, there are often long lines at check-in which is often very frustrating and unwelcome to travelers arriving after long flights and taxi rides, and maybe suffering from time zones and loss of sleep. Since I have studied "queuing theory" as part of an overview of Operations Research, I understand that there are many variables that can affect the length of the que. However it is obviously clear that the long lines in these hotels is due to the amount of time taken with each arriving guest.
At the more recent resorts we've checked into, the rooms were reserved and paid for many months in advance, so no 'financial transactions" were involved at check-in for any of the people in line. They only had to verify our identity and give us our room keys, however the lines moved very slowly due to the amount of time taken for each arriving guest. It appeared that what took so long was a "negotiation" with each guest over what room was assigned. If that process were eliminated, the line could have moved quicker, and the hotel may have been able to reduce the number of people working the reception desk.
It appears to me that hotels are the only place where people renting do not know in advance the actual unit number that they are assigned. When we stay at a B&B, we pick out rooms that have specific views, furnishings, and even certain antiques. When we use VRBO, Home Away, Flip Key, AirBnB, we reserve a specific unit. As a timeshare owner at many resorts, I know that we call on specific dates (or even participate in a lottery) months in advance to get a specific room assigned. Airlines have specific seats assigned and allow travelers to select their seats in advance, and have additional fees levied for the various better situated seats, such as business class, or exit row seats with more leg room.
In hotels, there are also many variables among rooms. Many are subtle differences that only repeat guests would be aware of. However hotels really want those repeat guests! So it pays to make them happy. I contend that even though it appears on the surface that all hotel rooms are identical, in fact there is a different "value" to each of them in the view of guests. For example, top floors are quieter because they don't have noise of people walking above, but may require more steps to climb. Ground floors may be more accessible, but also may appear to be less safe. Rooms near staircases or ice machines may seem more convenient to some guests, but present more annoying noise to others, etc. Sometimes there are specific, short-term issues that can affect guests where room rates should be discounted to accommodate those situations. For example, if construction or renovations are going on in nearby units that could cause annoying noise, those units should be discounted. Guests may be willing to rent those units if they know they will get a discount, and they would be less likely to complain to management (or on advisor websites) if they had to put up with noise in order to get a discounted rate.
If hotel websites allowed guests to pick out their room they may lose a little flexibility in moving people around, however I believe the following would happen:
- Guests would be more comfortable about making sure they are getting a unit with the amenities and view that they are paying for
- Hotels could simplify the check-in process and reduce the lines at check-in and possibly reduce the number of staff required.
- Guests could get on wait lists for specific "upgrades" to their room selection, and if the room opens up their "desire" could be met at check-in. It could even be met a few days prior to checkin via an automated email message.
- Hotels could establish a pricing structure that has many more options. Offer higher rates for the more desirable units and discounts for the units with specific, known disadvantages, such as blocked view, or additional noise.
- Guests "expectations" will be better managed so they won't be disappointed when they feel they have paid for a certain type of room and then not get it. If they know they paid "less" for a room with a disadvantage, they may understand better that they had gotten a good deal after all.
I believe eventually, guests with smartphones will be using their phones to open the doors to their units, and charge their purchases at hotel stores and restaurants. If so, it may be possible for guests to completely bypass the check-in desk when arriving. I know that hotels think that it is important for that "personal touch" when guests meet the desk clerk. But I think the modern, electronic-enabled, gadget-savvy traveler would actually be happier if they didn't have to waste time on arrival.
