You Booked the Room. But Did You Get What You Paid For?

Suzanne Lieberman

7 days ago

5 min read

Picture this.

You've booked a beautiful hotel in Jerusalem. You've spent hours comparing prices, reading reviews, checking photographs and making sure you're getting the best possible deal.

You've even splashed out on a room with a view of the Old City.

You arrive, check in, open the curtains and...

Well, yes. Technically, you can see the Old City.

If you stand at precisely the right angle, lean over the balcony and squint past the building next door.

But hey, you got your room with a view!

Welcome to the wonderful world of booking hotels online.

Now, before anyone jumps on me, I'm not suggesting that every hotel treats online bookings this way. Far from it. But I've learned something interesting over the years.

Not all rooms in the same category are created equal.

Two rooms might both be described as having a sea view, but one offers a magnificent, uninterrupted panorama of the Mediterranean, while the other provides a glimpse of blue between two buildings.

And I've heard that some hotels prioritize their better-positioned rooms for bookings made through agents with whom they have established relationships, rather than through large online booking platforms.

Is it fair? Perhaps not. Does it happen? Apparently, yes.

And it's just one of the reasons why I believe there's still a very important place for a good travel agent.

Here's another story I heard recently. Thankfully, it didn't happen to one of my clients.

A family booked accommodation online, received their confirmation, and assumed everything was sorted.

Except it wasn't.

Somewhere along the line, there had been a staffing change, a system glitch or a breakdown in communication. The people who had handled the original booking were no longer working there.

And when the family arrived?

No reservation.

Now, we've covered the nightmare of arriving in Israel to discover that your accommodation doesn't exist in a previous blog, so I'm not going to revisit that particular horror story.

But this incident illustrates something important.

A booking confirmation is wonderful. But someone actually checking that everything is in order before you arrive? Even better.

It's the Little Things That Make a Big Difference

When I arrange hotel accommodation for clients, my job doesn't end when the reservation is made.

Far from it.

Before they arrive, there are details to check, requests to follow up on, and arrangements to confirm.

Take something as simple as beds.

A mother is traveling with her teenage son. They've booked a twin room.

They arrive to find one lovely, enormous double bed.

Wonderful if you're a married couple. Slightly less wonderful if you're sharing with your 16-year-old son!

Or perhaps you've booked two rooms for your family and naturally assumed they'd be next to each other.

Except one is on the third floor and the other is on the seventh.

Or you've requested connecting rooms, only to discover that the hotel's interpretation of connecting is that they're connected by a corridor. Along with another 25 rooms.

These things happen.

And while no agent can guarantee that every request will be honored, a good one knows which questions to ask, whom to speak to, and when to follow up.

It's not glamorous work. Nobody takes photographs of me checking room configurations or sending another email on behalf of the client . . .

But it's part of what I do.

And if something does go wrong, my clients have someone who knows the hotel, understands the booking and can help sort things out.

But Surely Booking Online Is Cheaper?

Ah. The million-dollar question.

And here's where I think many people are genuinely surprised.

Booking through a travel agent shouldn't cost you more than booking online.

In fact, agents can often secure better rates than those advertised on the major booking platforms.

And even when the rates are identical, you're getting something extra: someone looking after the details.

Occasionally, you might find a cheaper price online.

But before you rush to click that Book Now button, take a closer look.

Does the price include breakfast? Are you comparing exactly the same room category? What are the cancellation conditions?

I've seen what initially looks like a bargain turn out to be rather less attractive once you compare like with like.

And sometimes, of course, the online deal genuinely is better. A good agent should be honest enough to tell you that.

So, Should You Never Book a Hotel Yourself?

I didn't say that!

If you're comfortable making your own arrangements, know exactly what you're booking and are happy to deal directly with the hotel if anything goes wrong, then by all means go ahead.

But if you're coming to Israel for a family vacation, perhaps with children, grandparents, complicated room arrangements or several hotels along the way, it's worth considering the alternative.

Because booking a hotel isn't just about securing a bed for the night.

It's about making sure that when you arrive, tired after a long flight, you can collect your key, open the door and find what you were expecting.

Preferably with the right number of beds.

And, if you've paid extra for a sea view, hopefully you will get a little more than a glimpse of the Mediterranean between two buildings.

After all, you've come to Israel to enjoy your vacation. Not to spend it arguing with hotel reception.

And sometimes, having someone quietly taking care of the details is worth far more than you realize.

If you're planning an Israel trip and want help deciding where to invest your time, your budget and your energy, I'd love to help you create an itinerary that's right for your family. You can reach out via my contact form

You Booked the Room. But Did You Get What You Paid For?

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