Former hotel worker reveals the secret to getting more out of a stay

Kassia ByrnesBy Kassia Byrnes
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I worked the front desk of a hotel and the trick to getting more service is simpler than you think.

There are endless articles dedicated to arming readers with ways to get a better deal when booking hotels, flight upgrades and general time-saving travel hacks. They’re full of wild claims, from what you wear to claiming it’s your honeymoon – even when travelling with your mum. Having worked on the front desk at a busy, seasonal hotel in Canada , (not to mention several other customer service jobs of varied kinds), I can promise you the answer is much simpler. Be. Kind.

This might seem obvious, but if you think that – congratulations you’re a good person. Because I can promise you this is news to many. Either way, I can guarantee that whether there’s a problem, or you’re angling for a little something extra, when you approach staff with kindness they will go out of their way to help. If you don’t, and heaven forbid you come at them with anger, they will (fairly) only do the bare minimum required to satisfy their higher-ups.

Of course, there are many ways to be kind, so I’ve shared some of my top tips below. With the caveat that the hotel staff you deal with aren’t setting the rules, and sometimes there’s no workaround. Your discount isn’t worth their job, so keep that kindness going even if nothing comes from it.

1. Show genuine enthusiasm

This is actually my favourite tip. The hotel I worked at was in the middle of the Canadian Rockies, so very much a place for people who wanted to hike and explore the beautiful wilderness. While a little orientation spiel was part of our expected greeting to guests as they checked in, I can tell you I soon learnt to have two different versions: the one for guests who clearly loved to explore and were excited to be there, and the very basic main-tourist-sights-only one for everyone else.

The ones who showed enthusiasm got all the best tips on harder-to-find trailheads that lead to far better views, without all the crowds.

Sunwapta Falls lookout in Canada
Enthusiastic guests always get the best hiking tips. (Image: Will Tarpey)

2. Don’t trash the place

You don’t have to clean, but I promise hotel staff talk and they will all know within five minutes if you’ve trashed the place. Even if you’re a rockstar, putting your rubbish in the bin and flushing the toilet should be a given. Unfortunately, I can tell you that our housekeeping staff had to deal with much worse. One particular room that was left somewhat resembling a swamp comes to mind. Those guests did not get any free breakfast.

strylish hotel room interior
Keep it clean, and staff won’t be mean. (Image: Getty/ Alvarez)

3. Make a friendly phone call

Very few people have ever done a favour for some words on a computer screen, but sometimes if you pick up the phone you can find yourself with a whole lot more than you bargained for – in a good way.

A good example of when you should pick up the phone is if you’ve left the booking until the last minute. Often hotels will drop the rate of any remaining rooms later in the evening just to get someone in. You can also have this conversation face-to-face. But I promise if you give off entitled, angry or creepy vibes there will never be a price drop. I’ve actually put the price up when a group of drunk and belligerent men rolled up at 11am. Unfortunately, they took the room anyway.

You should also give hotels a buzz if you need to change the booking date, or you’ve left your cancellation to the last minute. Online, there will be no mercy. On a friendly phone call, and if the rates allow it, staff will often be happy to help you change the date of your stay until later, which you can then cancel the usual way if you so choose.

hotel reception desk
Call reception with a smile, and you might get a bargain. (Image: Dylan Calluy)

4. Ask nicely

No one owes you an upgrade, or more teabags, or whatever thing that wasn’t explicitly mentioned in your booking that you may be hoping for. But when you walk down to the front desk and ask nicely, if there’s anything to give you will get it. Don’t beat around the bush talking about what a regular client you are, don’t demand anything, don’t forget to treat the person you’re talking to with the same respect as you would anyone else – because then you won’t get diddly squat, even if it’s available.

saudi arabia hotel lobby
Kindness gets you everywhere. (Getty/ Johnny Greig)

5. Book directly with the property

Nine times out of 10, you’re going to get a better rate (and maybe even some extra perks, like a free mini bar) if you book directly with the property. Again, I recommend calling to ask if there are any specials, but otherwise definitely book directly through the website over a third-party option.

tropical hotel exterior
Book directly and there might be an added bonus. (Image: Francesca Saraco)
Kassia Byrnes
Kassia Byrnes is the Native Content Editor for Australian Traveller and International Traveller. She's come a long way since writing in her diary about family trips to Grandma's. After graduating a BA of Communication from University of Technology Sydney, she has been writing about her travels (and more) professionally for over 10 years for titles like AWOL, News.com.au, Pedestrian.TV, Body + Soul and Punkee. She's addicted to travel but has a terrible sense of direction, so you can usually find her getting lost somewhere new around the world. Luckily, she loves to explore and have new adventures – whether that’s exploring the backstreets, bungee jumping off a bridge or hiking for days. You can follow her adventures on Instagram @probably_kassia.
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This geological wonder is hiding in the heart of Victoria

    Michael TurtleBy Michael Turtle
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    Mythical, historical and most of all, spectacularly beautiful, Buchan Caves demands you take your time – and a tour. 

    In the pools of water, so still they could be mirrors, the reflections of the stalactites make these limestone towers seem even taller. Almost 400 million years ago, an underground river carved through the rock to create the Buchan Caves . Now, artworks created by dripping water adorn these subterranean galleries: stalactites hanging from the ceiling, pillars connecting some to the ground, even curtain-like wave formations clinging to the stone.

    Caves House
    Visit the caves for the day or stay onsite in the campground or at the self-contained Caves House. (Image: Ben Savage)

    “This is called the Fairy Cave because it’s full of fairy dust,” a guide tells visitors as they enter a cavern glittering with “calcite that’s solidified into thousands of tiny little diamond shapes”.  Buchan Caves is Victoria’s largest cave system, but Fairy Cave is a highlight and, along with nearby Royal Cave, is accessible only by tour. Naturally cold, naturally dark, these caverns deep below the surface light up as the local experts tell their stories. 

    couple walking in cave
    You’ll need to book a guided tour to see the caves. (Image: Tourism Australia)

    Among the hundreds of caves, some can be easily accessed from the surface. For instance, a casual stroll along the FJ Wilson Interpreted Walk, as kangaroos watch on from beneath acacia trees, leads into the 400-metre-long Federal Cave and its natural steps of white limestone. A slightly longer track, the Granite Pools Walk heads through soaring forest down into moss-covered gullies where the calls of lyrebirds trill through the leaves. 

    A quick history lesson on Buchan Caves 

    Buchan Caves
    Buchan Caves are a must-visit attraction in Gippsland. (Image: Tourism Australia)

    Among the geology and the nature are millennia of history. This part of East Gippsland connects the high country to the coast and was long a place of refuge for the local Gunaikurnai people on seasonal migrations to the mountains. Archaeological studies show humans lived here up to 18,000 years ago, with artefacts such as small stone tools found around the site. But not too far into the caverns – oh no! The Gunaikurnai didn’t dare venture deep into the dark at Buchan Caves, telling stories they were inhabited by gnome-like nyols (small grey-skinned creatures that could steal memories). 

    Buchan Caves Hotel
    The Buchan Caves Hotel was rebuilt after burning down in 2014. (Image: Jess Shapiro)

    By the early 1900s, more people had started to hear about these incredible caves and so the Moon family set up home at the site and started to run tours below ground for intrepid visitors. More than a century later, their historic residence is available as accommodation, with the three-bedroom house sleeping up to eight people and now equipped with modern amenities the Moons could only have dreamt of. 

    But whether you stay overnight or just spend the day here, it’s worth taking your time to explore more than just the main caves, to get a deeper understanding of one of Victoria’s fascinating geological attractions.