What If You Have A Problem

What If……? ~ You Have a Problem on Vacation

Solutions to 11 travel problems:

  1. Shortly before you travel
  2. On the way to the airport
  3. At the Airport Check-in desk
  4. When you transfer to your hotel
  5. At the Hotel Check-in Desk
  6. When you arrive at your room
  7. If/When you book a local tour
  8. If you hurt yourself
  9. When checking out of the hotel
  10. When you transfer from the hotel back to the airport
  11. At the Airport check-in desk for your return flight
  12. Important Note

 

Important Phone Numbers:

  • Our Phone Number:
  • Our After Hours Phone Number:
    • Located in the first few pages of your documents

 

Now… What you do if you have a problem…

  1. Shortly before you travel:
    • Reconfirm your flights
    • Print your Hotel confirmation
    • Be sure you know where the important phone numbers above are located
    • Put your passport where you can find it quickly
    • Check the weather for potential delays in your flight arrival cities
    • Check the status of your flight and the incoming flight prior
    • If you have a problem with any of these call us at 800-728-2232
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  3. You’re on your way to the Airport and something breaks:
    • Leave early for the airport
    • If you have purchased trip insurance
      • Call us at 800-728-2232
        • If we are closed, call the After Hours phone number in your documents
    • If you have not purchased trip insurance
      • Call your airline to tell them you will not make the flight. If you ‘no-show’ without calling beforehand you lose
      • Call us at 800-728-2232
      • If we are closed, call the After Hours phone number in your documents
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  5. At the airport check-in desk and there is a delay:
    • Patiently listen and do not get irate ~ Give them time to work things out
    • If you purchased your own airfare, call the airline’s 800# while you are waiting in line
    • If we supplied your airfare, Call us at 800-728-2232
      • If we are closed, call the After Hours phone number in your documents
    • If your flight is delayed, don’t worry about your airport transfers, they monitor flights
    • If your flight is cancelled, call the After Hours phone number in your documents
      • They will let the transfer company know your new arrival flight number
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  7. You arrive at your destination airport and can’t find your transfer driver:
    • Look on your confirmation for the name of the transfer company
      • Be sure you are all the way outside the airport exit doors
      • Ask the local Airport Transfer concierge, located outside, where to find them
      • Wait 15 minutes ~ They may have had flights change on them
      • Ask the Airport concierge to call them ~ The number is in your documents
      • Call us at 800-728-2232
        • If we are closed, call the After Hours phone number in your documents
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  9. You’re at the Hotel Check-in and they are confused:
    • Patiently listen and do not get irate ~ Give them time to work things out
    • Ask for the Front Desk Manager to see if they can help
    • Call us at 800-728-2232
      • If we are closed, call the After Hours phone number in your documents
    • It is important you contact us so we can fix any problems. It is difficult — if not impossible — for us to fix a problem once you leave the hotel
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  11. When you arrive at your Room:
    • Upon being let into your room (while your luggage is being brought in) do this:
      • Flush the toilet
      • Turn on the shower (check for hot water)
      • Turn on the sink (check for hot water)
      • Check for ceiling leaks
      • Check outside for anything missing from your balcony
      • Take a quick scan of the bed linens…..
      • Do you have enough pillows?
    • Then
      • Have the bellman show you how everything works
        • Room safe, TV, lights, etc.
      • Locate the ice machine
        • Ice is 1 of the 4 food groups
      • Check the clock radio to be sure the alarm is not set for 4:30am
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  13. You want to take a local tour:
    • Most of the time this goes smoothly
    • Book as soon as you check-in ~ Popular tours fill up fast
      • But, remember that:
        • Tours are run by 3rd Parties ~ Seldom by the hotel
      • If you are not satisfied with your service or tour,
        • First, ask the Hotel Concierge for assistance
        • Then ask for the Sales Manager
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  15. You hurt yourself:
    • Ouch…
      • No matter what happens, start with the hotel’s on-site doctor
    • From there they will direct you to an English speaking medical facility
      • Bring your credit card ~ They only treat you if you pre-pay, because….
    • Your health insurance probably doesn’t cover you, hopefully you bought good travel insurance because the amount you have to pay may shock you
    • If it is something serious call us at 800-728-2232
      • You will feel better and we will too
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  17. You’re checking out and something is not right:
    • Patiently listen and do not get irate ~ Give them time to work things out
    • Ask for a Supervisor to see if they can help
    • Call us at 800-728-2232
      • If we are closed, call the After Hours phone number in your documents
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  19. Your transfer back to the airport does not show up:
    • Do not be late for your pickup time, they will have other passengers and cannot wait
      • This is where panic will set in….
    • The Bell Captain will know what to do
    • If for some reason things are not going smoothly, go to the Front Desk Manager for help
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  21. You’re at the Airport check-in desk for your return flight and there is a problem:
    • Do not be late for your departure flight ~ You could be ‘bumped’
    • If you purchased your own airfare and there is a problem: wail, scream and throw yourself to the floor repeatedly
      • It happens all the time
    • If we supplied your airfare, Call us at 800-728-2232 or 602-883-4766 (our direct # if you’re outside the US)
      • If we are closed, call the After Hours phone number in your documents

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IMPORTANT NOTE:

  • Each Hotel has ‘The Log Book’ that is held by the Front Desk Manager
  • This is where the list of all hotel problems is kept
  • If you have a problem, be sure you go to the Front Desk Manager and get your issue in ‘The Log Book’
  • If you don’t, it is hard to verify you had any problem once you have returned home

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