Thank goodness a long-time employee recognized my wife, as she struggled to check in ! A younger... newer reception agent was determined to NOT let her check in.
Our Hotels.com account carries my name. Naturally, the reservation echoed that.On this (and many) weekends, our travel had us in two different cities.
Because my wife had her own ID (with identical last name), Agent "Gen Z" refused to check her in !
Obviously, we CHOOSE to stay at Querque often. The senior staff member came to the rescue... assuring 'Gen Z' it's OK to Think This Through. Really... why would a 60'something year old woman randomly show up WITH AN ID, and try to check into a room ?
Here's the kicker: When I made the reservation, I ENTERED A NOTE in 'Special Requests'. You guessed it ! My note said, "The person checing in will be my wife... followed by her complete name.
Please add a training component encouraging younger employees to work WITH the computer screen... not FOR it !
While very disappointed, YES, we will continue our relationship with Querque. I know, if I wait lobg enough, this story will be funny.
RD