What is expected from hotels
At Pilot, we’re loyal to the traveler and take that role seriously.
This means we’ll advocate on your behalf and make sure if a hotel isn’t doing their part, we explore all available options to make it right. Where you stay can sometimes make or break the trip.
Not every trip needs 5 star luxury accommodations, but every stay should adhere to these standards in order to deliver a dependable, reassuring experience for guests:
Transparent Transactions:
By law hotels may charge additional mandatory fees payable by the guest directly at the property. These include but not exclusively: resort fees, facility fees, city taxes, etc. While these types of charges cannot be prepaid though Pilot, the potential for added fees must be disclosed to Pilot prior to listing.
Communication:
Hotel management should be available to respond to inquiries made by Pilot on your behalf. Pilot may use other technology providers to process bookings for you, but regardless if a provider is attached, Pilot Support is the lead for all communication.
If a property has poor communication, we want to remove it from our offerings.
Discouraging reservations from 3rd parties:
Hotels shouldn’t ask or encourage guests to move current, future, or repeat bookings to another platform. This often is done to prevent Pilot from being able to give you better rates through our platform without extra overhead from direct booking.
More importantly it gives guests less protection because bookings with Pilot are backed by our support. If issues arise we have more ability and leverage to act on your behalf with your stay.
Privacy:
We value our guests' privacy, so we expect the hotel to do the same. This means not sharing guest details to anyone else or disclose information that would otherwise be sensitive.
Accurate Listings:
Hotels should provide and update as best as possible the information most relevant to future guests. This includes hotel address, room names/types, available amenities, services, and accessibility considerations.