It’s a travel secret that has long been whispered in hotel corridors but is now being confirmed by industry insiders: if you book your stay through a third-party website, you are almost guaranteed to be assigned the worst room in the house.
Hotels are actively prioritising guests who book directly with them, relegating those who used popular online travel agents (OTAs) like Booking.com and Expedia to rooms with poor views, noisy locations, and undesirable amenities. This practice is a direct result of the hefty commissions these sites charge, which can be as much as 30% of the room rate.
The Check-In Hierarchy: Why Direct Bookings Win
Upon check-in, hotel staff operate on an unspoken hierarchy. Loyalty programme members and those who booked directly are first in line for prime accommodations—the recently refurbished rooms, the high floors with stunning views, and the quiet wings away from the lift and ice machine.
Guests who arrived via a third-party platform are often slotted into whatever is left. This frequently means:
- Rooms overlooking noisy air conditioning units or car parks.
- Lower-floor accommodations with limited natural light.
- Proximity to loud communal areas like the hotel bar or function rooms.
- Older rooms that have not yet been modernised.
It’s All About the Bottom Line
The reasoning is purely financial. While OTAs provide hotels with volume, they take a significant cut of the profit. A guest who books directly is simply more valuable to the hotel’s revenue. Therefore, rewarding them with a superior experience encourages future direct bookings, effectively cutting out the middleman.
An anonymous hotel manager was quoted saying, "We have to look after our best customers first. Those who book direct are our priority. The OTA bookings are fillers; we need them, but we don't make much money from them."
How to Secure a Better Room on Your Next Stay
All is not lost for savvy travellers. You can avoid the dreaded 'OTA room assignment' by employing a few simple strategies:
- Book Directly: Use the hotel’s own website. You might even find a price-match guarantee or an exclusive direct-booking discount.
- Join the Loyalty Programme: Even a free-to-join membership can move you up the priority ladder.
- Make a Personal Request: After booking, call the hotel directly. Politely ask if it’s possible to be placed in a quiet room or on a higher floor. This personal touch can make a difference.
- Be Nice at Check-In: A friendly demeanour with the front desk staff can work wonders. It’s easier for them to help a pleasant guest than a demanding one.
In the world of travel, knowledge is power. By understanding how hotels operate their room allocations, you can ensure your next getaway isn't spoiled by a disappointing view or a disruptive noise level.
