Former hotel worker reveals ‘secret complaints system’

A secret system which helps hotels kick out guests who complain too much has been revealed by a former worker.

An ex-Hyatt Hotel staffer who goes by the handle ‘Melvcookie’ on TikTok has a clip on how rewards members use the same complaints to get freebies during their stay.

In the clip, she explains how hotels can access a database where they can find out what members complained about and the compensation they received, The Sun reports.

The former Hyatt Hotel worker claimed “people at the front desk were able to go into the property management system and look up rewards members’ complaint history”.

“It’s called a service recovery tab in their system, and you can find out what people complain about, what kind of compensation they got, and then you get to read comments about the person posting the complaint,” she added.

“Sometimes, some of these people who travel do it at every hotel they stay at.”

She later explained how one man at the Hyatt would always claim it was his anniversary and complain to staff that he wasn’t given a free bottle of wine, even though he would do it on different dates.

Staff were also able to see that he had done this at different hotels by accessing the database.

“People like that should be banned from using the rewards program,” she said.

“And I really wish every hotel chain did that. Just to protect themselves from losing money [and] to also know what they’re expecting from people.”

The TikTok has been viewed more than 275,000 times with some sharing their knowledge of complainers trying to score freebies.

“Hilton tracks that and when it gets too far they claw back the points and send them a letter asking them to stay at another hotel chain,” one person commented.

“These people also make the experience worse for other guests,” another added.

A third wrote: “Yes!! the customer is not always right.

“Drives me crazy!!”

However, many claimed that the hotels were being greedy.

“Won’t somebody PLEASE think of the poor billion-dollar hotel chains?” a person jokingly commented.

And another said: “Get real! Hotels especially the Hyatt brand rip off more reward members than they ever help.”

This article originally appeared on The Sun and was reproduced with permission

Leave a Comment