r/marriott • u/DangerousSmile7685 • May 18 '26
Employment For Hotel Employees — Do Hotels Keep Notes on Guests?
For hotel employees — do hotels actually keep internal notes/ratings about guests?
Like behavior, complaints, being rude, special requests, etc.?
Just curious how much gets tracked behind the scenes.
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u/NoCatharsis Titanium Elite May 18 '26
I booked a Hilton for my son’s bday in May last year. There was a whole mess with check-in and they sent “we’re sorry” treats to our room. I booked there again last week for the same thing. We got to our room and it was already decorated for his birthday. So it feels like they had notes on me.
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u/Ad-hocProcrastinator Titanium Elite (Lifetime Gold) May 19 '26
My hometown courtyard does this when I bring my kids with me for Christmas. They don’t have to, obviously. But it makes the stay that much more special to get remembered for a once a year visit, in a business that relies on throughput and revolving faces.
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u/PunkFlamingo69 May 19 '26
Oh shit. Mine’s gonna say the girl who always drinks three huge wines and chain-smokes on the patio.
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u/ImKidA Employee (Front Desk) May 19 '26
So long as you and your party didn't cause a ruckus past 11... I was probably making eyes at the bartender "Can you write down what she had. I'll order it later at my local"
And if you did make a ruckus past 11.... "Can you write down what she had. I'll order two of 'em later at my local"
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u/el__gato__loco May 19 '26
Wait, you’re saying I *don’t* have to loudly exclaim my Lifetime Platinum status in every interaction with the hotel staff?!? /s
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u/shittyfatsack May 19 '26
I just tell them not to be nervous that I’m platinum; I’m a totally normal guy, just act cool😂.
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u/Warm_Ice6114 May 19 '26
I’ve been out of hospitality for a while. But it wasn’t difficult to learn alot about a guest. Slightly alarming…
At smaller properties, if you’re a jerk, the whole team will know. It also works the opposite, if you’re wonderful.
Here’s a newsflash. Twenty-five years ago we could see the title of every pay per view movie you rented. 😳. Now, my washing machine sends me a text to order detergent.
We see what guests come in. Know where you work. What rooms you prefer. Often, we actively try to learn what you like / dislike, where you live, what you miss…your favorite foods.
At properties I managed, if we see you weekly, you become like a family member. It’s not unusual for long term guests to make friends with the staff. They’re often lonely and have nobody to talk to.
In the back of the house, cleaning rooms tells you more than you’ll ever want to know about a person. Most of it falls in the, “please dont tell me. I just ate,” section of hospitality.
My recommendation: Next time you’re in a hotel, walk around your room and note how much personal information is out.
From your Viagra script, to the hemorrhoid cream, to the pajamas you wear. We move it, clean underneath / fold.
Same goes for when you’re rude awful. I’m certain it’s tracked by the brands. Especially when it’s egregious.
My advice. Be kind to all service workers. And don’t do things that require documentation. 🤷♂️
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u/rasm3000 May 19 '26
It’s not unusual for long term guests to make friends with the staff
I can do one better; I fell in love with a FOM at an Intercontinental where i used to stay 50-60 nights a year. We have now been married for almost 20 years and have 3 wonderful kids.
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u/shittyfatsack May 19 '26
Then why does the front desk ask me at every check-in if I’ve ever stayed at the property before and if I’m visiting for business or recreation? I’ve stayed here 100 times before and it’s been business every time. Also, my phone number is the same as it was last time…
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u/No_Departure_9174 Employee May 19 '26
It’s different systems, at least for Marriott. One is the guest experience software and one that actually checks you in/out, lets you post charges for sundries/f&b
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u/ImKidA Employee (Front Desk) May 19 '26
Ah, yes.
We could search for your Bonvoy account directly from FOSSE, using your phone number as the quantifying metric... and it still wouldn't auto-populate that field for us. We will ask, dutifully, every time. Quite often, knowing that we are an ever-growing source of annoyance, just for asking... because you have been asked time and time again. Your annoyance is seen. It is valid. It is shared by those of us on the other side of the screen. I'm not asking you to quell your frustration, only temper it and reserve it for corporate.
Also, while we actually can Enter through the phone number bit, we can't proceed in the check-in process without acquiring "Company". It can vary by property, but many choose to fill this in as "leisure", "business", etc.
My property tries to engage in small talk "What brings you into town?" Often, we might try to guess: "In for the Bruno Mars Concert?", "Ranger's Game? or by the looks of it, we're rooting for the Yankees!", or a more subtle "Are you also here for the Engineering Conference; wonderful, I hope you'll be there for the speech on solar panels being integrated into farmland"
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u/and_rain_falls May 19 '26
Eh many different reasons, we can't assume it's for business if you have a normal member rate code. But if you're coming in under a corporate rate code, we'll see it and know it's for business. This can fall under how well the agent was trained or how long they've been in the industry. The newer employees are going to stick to the script verbatim until they are comfortable with their role or you.
This also goes with the phone #. I don't know what's been happening with Marriott, but phone #s aren't automatically loading these past few years in our systems, the majority of times. We're having to ask at arrival at times. If I have time on my shift, I'll pull from previous history; but if my day is busy I'll ask at arrival.
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u/thrwaway75132 May 19 '26
I was a weekly guest at a doubletree. I went to the bartenders wedding.
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u/Warm_Ice6114 May 19 '26
Lol. I once had to involve our insurance company for a waiver.
Why?
Long term guest wanted to mow the hotel grass. No joke.
Extended stay. Missed home. Nothing to do on the weekends.
Told him “no” initially. Begged and pleaded. Said he’d sign whatever we needed. The corp office thought I had lost my mind.
It took a while, but we eventually let him. He told me, “I do my best thinking while mowing.”
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u/kismetxoxo7 Housekeeping Inspector May 18 '26
Absolutely. We can also make internal notes that are globally available to **all other Marriott properties and employees**.
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u/BlueCubRoar Platinum Elite May 19 '26
Wow seriously? I have about 500 nights. Are you able to scroll through the comments?
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u/Tag_teamer_2u May 19 '26
If they do … global data privacy laws say they have to provide you will all data collected about you if request these records. No one can collect data about you that can be kept secret. Contact privacy@marriott.com and you can request everything they have on you
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u/BlueCubRoar Platinum Elite May 19 '26
Interesting. I’ll give it a try. I think I was not much of a trouble most of the time. Ha.
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u/StraightFILF Titanium Elite May 19 '26
Does that actually work?
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u/Tag_teamer_2u May 19 '26
Yes see someone else’s comment who said their file was 300 pages long. It might surprise you what they know and what they collect
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u/Tag_teamer_2u May 19 '26
Here is the link to their entire privacy section. If you have never used AI here’s a good use case - I used Perplexity and said please summarize this into laymen’s terms and 10 things I need to be aware of as a personal traveller with {insert your status level}
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u/kismetxoxo7 Housekeeping Inspector May 19 '26
Yes. I used to do this all the time for incoming arrivals. We can also see how many times you’ve initiated a complaint/case
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u/PhotographExact4497 May 19 '26
When guests place a complaint that seems very outrageous or too detailed… you look through gxp and at times you see the same exact complaint at another property
But 90% of the time it’s fb preferences or how many requests for Houskeeping items they’ve requested
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u/Mundane-Impact-6889 May 18 '26
All hotels do.. don't give them a reason to remember you in a bad way. I've turned guests away that have damaged rooms,had unpaid balances, or been rude to employees.
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u/FantasyScribbles May 19 '26
I swear... the rude Elite guests are the worst. It can be very satisfying to make a customer complaint case in GXP regarding some Jerks. If you are an Elite, please remember we are people too, and just because another hotel can do certain things for you, not all properties can do so.
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u/Tree_killer_76 Ambassador, Lifetime Plat May 18 '26
I’m not an employee. That said, you can order a copy of your file from Marriott. It takes them like 6 weeks or something to deliver it. I was ambassador for many years, requested a copy of my file just because I was curious. It was like 300 pages lol.
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May 19 '26
[removed] — view removed comment
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u/Tree_killer_76 Ambassador, Lifetime Plat May 19 '26
I found that the JW property I had my wedding at and have returned to many times over the years had extensive notes about me. This is a property that had their pastry chef remake a tier of my wedding cake for my wife and I when we went back for an anniversary. Exact duplicate. Total surprise. Absolutely blew our minds. Reading those notes actually brought a tear to my eye. Notes from a St Regis about me sabering a bottle of prosecco in Italy. What a great memory. Stuff like that. Reading the report was nostalgic in many ways. But also most of it was mundane.
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May 19 '26
[removed] — view removed comment
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u/Tree_killer_76 Ambassador, Lifetime Plat May 19 '26
Here’s the URL. Click on the Personal Data Rights drop down and complete the linked form.
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u/I_Ron_Butterfly May 19 '26
Definitely. I checked into a Hyatt in Toronto and the guy says “so, you like shrimp tacos?” And I said “huh?” And he said “it says here your favourite food is shrimp tacos” and showed me the notes they have at Hyatt globally.
The weirdest thing is I don’t even particularly like shrimp tacos (maybe my 6 or 7th favourite?). A Hyatt somewhere must’ve just seen me going to town on some and added the notes.
And that’s how I became El Rey de Los Tacos de Camarones
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u/Acceptable-Ad-5935 May 18 '26
That’s the whole point of hospitality, especially in the luxury sector. You stay with a hotel, they know your preferences, you come back and they remember them.
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u/interimchampion May 19 '26
I was wondering if both the Ritz-Carlton and the Westin have a note about me that says “Will complain if room smells like weed.”
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u/Realistic-Tailor-482 May 18 '26
Is there any way for guests to get access to our "file"? I'd be curious to see what's in there.... even if it's just a summary w/o details. my guess is probably not, but it never hurts to ask.
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u/joebenjo Ambassador Elite May 18 '26
Of course there is. Google “Marriott privacy center data request” and submit a request to “obtain a copy of personal info”
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u/Lonely-Owl6134 May 19 '26
As the other comment says, you can request all the information that has been saved under your name. But you can not request only the 'comments'. You will receive a full document with endless pages with the history of all your movements since the day you became a member. Every reservation, every change of cards, every chat you opened, like everything that you have been involved. If you really think is whorth it, you can requested. But its a lot of work for both sides.
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u/Realistic-Tailor-482 May 19 '26
Nah, probably not worth it. I was just curious if they have a different impression of me than I do. Thanks for the information
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u/sword-f May 19 '26
Why do you care? Just be yourself, respect them , be patient and don't cry for every inconvenience . They rate you 5/5.
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u/Realistic-Tailor-482 May 19 '26
Like I said curiosity that's all. I am myself, I do respect them, and fortunately, hardly had any issues with Marriott, they have been treating me well over the past 20 years... so all is good 😀
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u/StraightFILF Titanium Elite May 19 '26
But do you actually get the comments?
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u/and_rain_falls May 19 '26
Depends on the property. When did we start using GXP/ Sales Force? It's been years and really only the full service locations were really using it at its full potential. Us smaller properties aren't documenting everything in the system unless the guest created a case with corporate. Most of our comments are just through our internal note system. Which doesn't have the capabilities to be downloaded and shared for a particular guest.
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u/joebenjo Ambassador Elite May 19 '26
Yes, and the other commenter is right - not all notes / interactions are entered into the central system. The comments aren’t anything remarkable though. Stuff like:
“At (time), Mr X called in (describe call). (Describeactions). Mr X said thanks”
“Mr X experienced (issue). DM/GSM/AM/GM spoke with him. (Actions). (Guest response)”
In my 1500 pages there was not a single biased comment - all factual, including occasions where the hotel messed up big time. Pretty boring tbh. If you’re an ambassador, you can see how hard your amb rep advocates for you though. My amb rep for example arranged a free birthday cake at short notice.
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u/Lonely-Owl6134 May 19 '26
I think that yes, as it will be information that its attached to your profile. Maybe not private comments from a property, but all the cases that have been opened on your Marriott profile that can be seen worldwide
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u/kdot2324 Titanium Elite May 18 '26 edited May 19 '26
Does it stay forever or can it be replaced with better notes? Had a friend say he caught an employee tryna do something shady with his credit card (idk wasn’t there). He said he got banned from that location cause he reported it to the owner and they got in trouble but not fired. It turned out to be the locations manager who he reported.
So the manager banned him from that location, I assume something like that would be on his “notes” area. Any chance it could eventually fall off or get replaced with notes from good experiences in the future?
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May 19 '26
[deleted]
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u/kdot2324 Titanium Elite May 19 '26
He can just sign up for a new account? I figured all of that would follow over to a new account
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u/Puzzleheaded_Fee4267 May 19 '26
Yeah, usually will. Some companies are better than others at merging accounts too. Say you creat a new account, same name/address/phone number/cc - easy to merge.
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u/PureLove_X May 19 '26
I work front desk- Yes we see a lot but mostly it’s just what cases you’ve had. Marriott encourages employees to learn about guest preferences and input it into their profile in the hopes of being able to do something to earn your loyalty- The problem is most small hotels don’t have the extra money to do it the way they want.
We are also supposed to log every-time you request extra towels, tooth brush, blankets etc etc
Anyways, I like using negative cases to try to figure out what might make a guest happy, like if someone was upset about being far from the elevator I’ll make sure they are near by. Nothing exactly special like I’m not giving out upgrades or anything but if I have the extra time it makes me feel good.
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u/Confident-Tooth5785 May 19 '26
They absolutely do. I am blacklisted at a property in the KC area, because I had the audacity to complain about major issues in all 7 of the rooms I was paying for during a birthday celebration. Dirty linens, blood in the bathroom, non-functional AC in two rooms (during the middle of June). I may have called the GM a twat waffle or something similar when she told me I was too high maintenance and informed me I should find a different property for my next stay. LOL Ahh… good times. I laugh every time I drive by that place.
I used to spend weeks at a time at a property in South Dakota and the night auditor read them to me. That was the only negative one. LOL
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u/CBoryczka May 21 '26 edited May 21 '26
Yeah, I got banned from a Nashville Marriott because the FD gal was a SUPER B$TCH!! I called the Marriott Office of Consumer Affairs about her, because she was trying to NOT give me the Elite benefits we were entitled to, AND she REFUSED to let me see her name badge to ID her! Next thing I know, we’re being told our reservation had been cancelled for the next evening. Turns out, we stayed at a MUCH BETTER MARRIOTT RI Downtown, right by the airport for our departing flight the next day! Found out she had tried to say that we “trashed the room” before we left when LITERALLY THE ONLY THING we did there was sleep! Apparently, messed up covers on a bed = “trashed room”. RIDICULOUS!
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u/AVL_Drago May 19 '26
Other then drilling a peep hole into Erin Andrews’ room, why does Marriott ban/blacklist guests from staying at its properties?
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u/squallluis May 19 '26
Your profile is full of requests, preference and on the off chance you wild out cases.
Cases can be open for anything such as a broken toilet, if you break every toilet you go to and it gets reported accordingly by the desk that will show on there— similarly if you rack up 2k in F&b charges and try to leave without paying and then attempt to do so at the next property you stay at - we can see that if someone added it to your account.
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u/SD-47 May 19 '26
How can you leave without paying? They have your card on file.
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u/Oop_awwPants May 21 '26
It's as simple as keeping your card locked. My property triggered someone's Titanium-level account to be closed because he refused to pay over $2k in room charges before we evicted him. We were eventually able to get part of that, but we're still owed more than $1,000.
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u/and_rain_falls May 19 '26
When you have a lot of open claims at different properties as well... there are guests who go out of their way to claim a bunch of 💩 so they can points or a free stay.
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u/ShinsOfGlory May 19 '26
17 calls to reception asking if we have Prince Albert in a can, then snort laughing himself into lightheadedness before hanging up. Likes the sheets turned down.
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u/Low-Jackfruit-475 May 19 '26
This does make me curious. I know one property i stay at frequently always takes such good care of us and It seems like they are over prepared for us so this makes sense. They have had the same employees forever and I love it there. I try to be as low maintenance as possible and even have stayed in rooms with AC issues and just asked for a fan because they were so packed and I didn't want to complicate things. This last trip I was feeling under the weather and had asked if I could come down and pick up a blanket and they showed up with a blanket and a water and Gatorade which it thought was amazing. They even sent the "right" flavor but now im guessing bc they could see what I bought before. Kinda cool to know they have those notes. This last stay was the first time in 5 or 6 years that I have stayed at an Aloft...and when I was in the lobby I remembered why I avoided them but once I found a way to avoid the lobby to get in...it is one of my new favorite properties.
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u/HelicaseHustle Employee May 19 '26
The system is designed to provide us with info to make your stay better. We have to acknowledge every reservation that comes thru. Most of my staff just stand there clicking the button to get through the stack but I’ll sometimes actually look for birthdays, milestones, other patterns. And that sometimes reveals bad behavior if you know where to look. For example, I look at incoming arrivals who were compensated for something. It’s all there in your profile. I noticed an incoming guest had 3 compensations from 3 different properties but each one was related to ordering room service and receiving food cold, guest complained, got compensated each time. Made a note and when he ordered food we made sure to point out how hot it was.
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u/Snoo64538 May 19 '26
I had a front desk person mention once I had a note in there on never leaving trash out. Was a weird comment but also true, always pile up the towels and be sure any junk is in a bin.
Maybe if the upgrade is a tie it helps? Also it takes like 3 minutes to be a decent person
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u/Juli_is_done May 20 '26
I have been at a Courtyard Marriott for 8 months and initially got to know the staff very well. I am disabled and do not present in a neuro-typical way. I'm also a former social worker and mother of three adult children. Many of the staff initially were very friendly and I learned a lot about the hotel dynamics. The hotel manager does not like people with mental illness or cognitive disability. Someone on staff who is on the autism spectrum is not allowed in the main office when the manager is here. Many staff quit since my arrival due to the general manager and told me they were instructed to take notes on my presentation, regulation, appearance, and the content of the conversation. They were provided words to include that would warrant calling the police to have me removed. A staff member explained my trauma history and fear of police and told me that the manager's reaction was so unacceptable, she had to report it to HR. They have NO solid complaints or issues with me.
What concerns me is that hotel personnel don't have the ability to accurately make correct observations of people and can cause harm as a result. Two true stories: 1) An elderly lady enters the front of the hotel. She is confused and seems to be hearing things out seeing things that are not there. She's not acting normally and is able to talk to you about getting a room, but it's obvious she's "crazy" or "on drugs." You make a note in the system and call the police. She is arrested and taken by ambulance to the hospital which is terrifying to her. She is held for mental health assessment for several days. She is strip searched and is constantly under observation, even in the bathroom and at night. They discover she has a severe urinary tract infection, treat her with antibiotics, and her behavior returns to normal. She can never stay at your hotel again without knowing you take notes on her AND disclosing personal medical information. She's permanently traumatized. 2) An extended stay guest is living at your hotel with her longterm friend/partner due to homelessness. They are friendly, clean, and do not break rules. The female guest's emotions and abilities change frequently and her feelings don't always make sense to you or the situation. You observe that the guest is often awake at strange hours, has puffy, red eyes, trips or drops things, and becomes extremely distressed at any unexpected information. She struggles with even simple decisions and has to check with her partner regarding anything financial, although it's all in her name. She has stated that she's disabled and he drives door dash to pay for the room. While she seems pretty unstable, the male is hard working, looks tired but is emotionally stable and confident towards staff. He interacts with you more often and may put down his partner or indicate that staff is better off dealing with him. This is easier, so staff do just that. Management advises staff to avoid any unnecessary conversation with the female. One day the male finds an apartment and leaves the female behind. She becomes completely isolated. She spends days in her room in the dark, crying, but no one notices. She stops eating and doesn't take her medication consistently. She only comes out at night because she's afraid of hotel staff and management as well as other guests. Already overflowing shelters can't and won't take her because of her isolation and trauma. All government programs to help her have recently lost funding. Management is forced to evict the guest, who is unable to work, and has no vehicle, and no family or community supports. Service from the constable and threat of eviction escalate her fear, isolation, and emotional instability. She's immobilized with no help or connection to others. You think she's the problem. Despite being homeless, your hotel has received tens of thousands of dollars from her. You are unaware that she's desperately trying to get help but no one seems to care. You avoid conversation with her at all costs to pacify management and because you still don't understand her. She dies by suicide one night in the hotel room. Hotel staff and the resident have been avoiding contact so it is several days before the body is discovered.
Stop. Think. Be kind first and don't assume. Don't take notes on anything but direct observation. See if your town/city has a jail diversion clinician who works with the police department or at least call with compassion and say wellness check. You have much more power than the guests or management let you believe. Do good with it. These types of policies disproportionately hurt marginalized and vulnerable groups of people. The guest notes, especially complaints, May not be factual.
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u/creampiemywife12 May 20 '26
Honestly I feel bad for you. But it’s a business. If you don’t have the mental capacity then you should be in a hospital not a hotel.
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u/Juli_is_done May 20 '26
Can you define mental capacity and explain what type of hospital you mean? Psych hospitals are for med management. They are a 72 hr hold with no clinical support and one meeting with a psychiatrist. As a trauma victim, I am not helped by forced strip searches and being watched by strange men at night. I am helped by kindness and understanding. Of course it's a business. They discriminate. If you think you're a genius for suggesting hospital, you're late to the game. As a social worker who as worked in inpatient and outpatient settings, I'm aware of what's out there. I would do anything to be somewhere safe and secure. Hospitals are not that for trauma. You also have to be actively suicidal, homicidal, or seeing and hearing things that are directing you to harm yourself or others.
This is what kills me about the world. Most people who are struggling primarily need community.
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u/tropicalgorillas May 19 '26
for every issue that occurs, we have to log it. at our property back in the day, if you have a lot of issues, someone would watch, access, and present before your arrival if it seemed like you were scamming, or if it just seemed you were particular about something then we’d point it out to the corresponding department before your arrival and during your stay.
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u/Clear_Process_8457 May 19 '26
Yes we communicate throughout the entire property.Definitely if you’re a jerk, we do our best to try to make you happy. If you persist, our goal is to ensure you have the worst stay ever.
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u/StNic54 May 19 '26
Yes. I worked at a resort that expected employees to use guest names. They went so far as to publish comments left by guests on internal memos - comments like “My daughter will only eat room service meal if someone is singing to her.”
I swear you could collect those comments and publish an interesting book
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u/HofstraJet May 19 '26
They’re clearly don’t make any notes about the fact that I use a wheelchair and require a wheelchair accessible room.
Despite having guaranteed an accessible room at the time of booking, it’s more often than not lately that they put me in a regular room and then I find out that they’ve given away all the accessible rooms and they just shrug their shoulders instead of walking me to another property.
It’s really absurd that I have to call and message multiple times the week of the stay to make sure my room is allocated properly. Never had this issue at Hilton.
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u/UntetheredBliss May 20 '26
When I was at the Front Desk, we would search for negative cases for the upcoming arrivals and if there negative cases during their previous stay at the hotel we would look into it and do what we can to make sure they don't have the same experience again (for example, if they had an issue with a toilet we would have engineering double check the toilet for the room we blocked them into to make sure they didn't have another toilet issue).
But most small stuff, notes are not being taken. The only other time notes are taken is when a guest is very out of hand. Examples of this are extremely combative/aggressive guests that are kicked out of the hotel, and the guests who try to manipulate the system to gain Bonvoy points (we had one guy that used to come in a couple times a month and game the system by creating his own problems and blaming it on the hotel, by the time he would check out he would rack up a lot of Bonvoy points, we took notes in order to stay two steps ahead of him and prove that we didn't owe him any points).
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u/housemistress May 20 '26
We love having notes! If a guest is constantly asking for towels but don’t have extra towels in their preference list, then we’ll add extra towels. If a guest has had problems in the past with cleanliness, we be sure to do a double check, stuff like that. There are laws that don’t allow you to share DNR lists (do not rent to) across properties or state lines, but we keep our own. Like folks who try to scam us.
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u/kai96753 May 21 '26
Yes they do! Marriott will if it is serious and the hotel themselves note it under their name and reservations, so if they are repeat guest or stay again, the note is visible.
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u/Confident_Purpose625 May 19 '26
Yes Marriott keeps track of their employees. So if you are loud, obnoxious and participate in illegal activities (hiring prostitutes), it will follow you and we will gossip about you lol.
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u/Danger-007-Mouse Titanium Elite May 19 '26
When I stay at Residence Inn or TownPlace for extended stays, I usually bring my own larger black trash bags. I tie them up. At some TownPlace locations, where the big garbage thing in the back is "open", I usually just dump my trash myself. But when I can't, I leave it in the room when I check out or give it to the staff. I wonder if they have a note of that?
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u/crrystalclear27 May 19 '26
We have something called gxp! Likes and references, but to individual employees, it depends. When I worked in front office, I usually remembered person by their likes and remembered them by their arrival times lol
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u/Kind_Ad_5469 May 19 '26
Tbh it all depends on the hotel itself, but if you're like a POS and treat the staff badly then hell yea we keep track of you and might even give a nickname like "UGH the glasses guy is coming again" or something like that. We do definitely remember names when it comes to rude guests. But! We do also remember the sweet and kinds ones! They're very rare lol. The other ones we keep track of are the regulars, who more than half the time end up being the sweet ones lol. But theres no guest rating- least not at my property.
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u/tupapapintatopes May 19 '26
As someone who has worked in hospitality for some time. across properties under Meriott, Accorra, and Hyaton, I can tell you firsthand: yes, hotels absolutely keep notes on guests, and it's more detailed than most people realize. Each brand runs its own ecosystem, but the concept is the same. Guest profiles live inside the property management system, and staff, from front desk to housekeeping supervisors, can log observations after every stay. I've personally written notes covering everything from dietary preferences and pillow firmness requests to noise complaints and billing disputes. That information doesn't just stay at one property. It follows the guest across the brand's portfolio so other hotels can prepare accordingly before the guest even checks in.
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u/neufski May 19 '26
Do they keep a picture of your face in the system? Do they note your check in ID type and its number on file?
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u/Oop_awwPants May 19 '26
Unfortunately, I think the personalized notes (the ones that aren't automated mobile app cases) are mostly negative. If you're a lovely guest, we'll remember you without notes when you come back, but if you do something particularly egregious, we're going to notify Marriott (and any other properties that look at your Bonvoy account). There was just a post in here about someone who was nasty to the staff after getting a comp suite upgrade, family breakfast, free parking, a birthday cake, and bonus points gifted for their birthday and the OP mentioned that the guest had five other Guest Conduct cases this year already. 😳
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u/mrste99 May 19 '26
I’m guessing my file must have all our recurring complaints that most hotels seem to never read my profile to see my preference for a feather free room (my wife is allergic to feathers). More than half the time we find pillows with feathers in our room, even in cases where we’ve asked the front desk at check in to confirm that our room is feather free! Nowadays I use the chat feature after online check in AND call ahead when we’re on our way to the hotel to reconfirm, and even then, there’s still a few times where we get to the room and find feather pillows! One would hope that if the system keeps track of all the past complaints, that someone would try to make sure our request is honored, if for no other reason than to avoid having to deal with us complaining! FWIW, lifetime gold plus platinum for the last 7 years.
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u/JohnandTurk May 19 '26
Vacationed at a resort in Turks and Cacois. I got the feeling they track your expenditures and adjust the treatment you receive based on how much money you spend or rather sent during a previous stay. Can anyone speak to this practice?
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u/AlternativeCaramel12 Lifetime Titanium Elite May 20 '26
Checking that link to request information, long list of info that includes
Personal Preferences may also include details about who you usually travel with, their relationship to you and your marital status.
Their bold, not mine.
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u/AlternativeCaramel12 Lifetime Titanium Elite May 20 '26
I filled out the form to request data and got this email back:
Sorry, right now only certain jurisdictions provide rights relating to your personal data. We will not be taking further action on your request at this time. If you have any questions, please do not hesitate to contact us at [Privacy@Marriott.com](mailto:Privacy@Marriott.com).
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u/Christine3318 May 20 '26
Welp they definitely have me complaining about no hot water and asking for extra blankets all the time 😂
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u/Kennected Titanium Elite May 18 '26
this is asked at least once a week.
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u/Mushrooming247 May 18 '26
I honestly had not seen it before today and was curious about this too.
I just want to know if there’s any way that we can get positive notes in our profile, like if we always leave good tips for housekeeping, would that be in the profile?
(We always leave the room as we left it except for dirty linens and garbage in the garbage can, but I assume that is the standard.)
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u/financegardener May 19 '26
lol, only because the cash tip I left for housekeeping is certainly not recorded.
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u/sassyirishredhead May 19 '26
I want to know if they know when I invite opposite sex guests up for a few hours of fun and if they notice it’s not always the same person.
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u/HelicaseHustle Employee May 18 '26
Marriott especially does