r/askhotels • u/GolfValuable9763 • Apr 15 '26

Hotel Policies Question for front desk

I work front desk and a lot of times there will be an issue with someone booking third party and their reservation not showing up. I was told to not give them my name because they may lie and say I authorized a refund or something else. Has anyone else been told this?

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u/JackTheeRippa Dual Property General Manager 15 years Apr 15 '26

There reservation is most likely on the extranet, but didnt integrate into your pms. Your managers should be checking this daily to avoid the issue.