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Problems at check-in and what to do about it
Originally published in the March issue of The Insider, your guide to team travel

What roomtypes are guaranteed:
Most hotels contract their rooms as ROH (Run of House), meaning they do not guarantee the roomtype and you will have to take whatever they give you at check-in. However, THS only contracts rooms BY ROOMTYPE, so whatever roomtype the team has contracted and is on their THS confirmation, that is what they should receive. See more.

What roomtypes are not guaranteed:
Non-Smoking Rooms - Hotels do not guarantee non-smoking rooms, they only request them for anyone who asks. To be guaranteed a non-smoking room, the traveler should stick with these all-non-smoking chains: all Marriott and Starwood brands, plus Comfort Inns and Cambria Suites.

Rollaways, Refrigerators, Microwaves and Cribs – Like non-smoking rooms, there is only a set number of these items at a hotel to give to guests. Requests for these are only requests, and not guaranteed and are typically handled on a first come-first serve basis. See more.

See what we do to help ensure check-in goes well

More from The Insider March newsletter, including:
Changing the perception of Stay-and-Play
I didn't get the hotel I wanted! How can that be?