Scams are all over the place, and travelers are a big, juicy target. One issue our guests have been encountering is deceptive online reservation services. When searching the internet for motels in Raton – sometimes for us specifically – guests get a phone number that is NOT our phone number. Occasionally, it is a 1-800 number, other times it is a phone number with our local area code. The people behind those numbers may claim to be our “overflow phone number,” sometimes they say they are our answering service, or they claim to be us! 

Some of our savvier guests know something isn’t right, hang up, and try a better search. Others aren’t so lucky. These “reservation services” will take the guest's name, credit card details, and travel dates to reserve a room on the guest’s behalf--usually by going to Expedia and plugging in the relevant info. However, the scammers won’t do it for free! That’s the first problem. They will charge an upfront service fee--anywhere from $15 to $18, in our experience and generally non-refundable. 

The next problem is when the scammers book the guest’s reservation on an otherwise reputable booking service (such as Expedia), they do not provide the guest’s contact number or email address. Instead, they enter the scammer’s company phone number and email. As a result, our email communications go to the scammer’s company, not the guest. What’s worse, the scammers do not forward our communications to the guest. Therefore, the guest gets no information on our check-in hours, policies, etc.

If, for example, the guest does not show up before we close, we may cancel their reservation, and they won’t find out until they arrive. Sometimes those guests also have a request that we may not be able to accommodate for various reasons, so we might have to turn them away!

We don’t charge guests that we cannot accommodate in those situations because we don’t want to make things worse for them. However, they are out-of-pocket for the needless service fee and must seek accommodations elsewhere. That’s not the experience any traveler wants. 

Furthermore, ALL hotels and motels are grappling with this issue. Some facilities will remain strict about their cancellation policy no matter what. The guest might be turned away AND charged for their reservation. Others (like us) are more forgiving. Still, it’s a situation to steer clear of, if only to save you the $15 service fee these companies charge. 

1. When you do an internet search, don’t necessarily take the first results you see, whether it is a phone number or a website. The first three to five results are usually paid ads.

2. Look at the URL or website address and make certain it is the ACTUAL website for the facility you want to book. 

3. When you call, ASK QUESTIONS. The first thing you can ask is “Is there a service/convenience fee for making the reservation?” They might lie – so be careful – but a lot of times they are very upfront about it. You can also ask questions that only someone at the facility would know. We had a guest who called what she thought was our number, became suspicious of the person she was speaking to, and asked, “What do you see out your window?” They answered incorrectly, and she hung up! (If you have stayed with us, you know what we see out our window!)

4. If you’ve stayed with us before, be sure to save our name and phone number in your contacts. It’s the best way to get the best rate, and the process will often take less time than booking online! 

If you are reading this, you probably know us, and you probably have our number. But you might be on the road needing a place to stay, not have the number readily available, and end up with bad search results on your phone. So, be aware that we do not have an answering service. We do have an answering machine and voicemail. If you are talking to a person, it will only be Michael or Brandy! 

One last thing: It’s also important to tell your friends and family about this issue, whether they are staying with us or any other facility. We always advise guests to book directly when possible. When you do that, it is easier to cancel or change reservations, and you are more likely to get a better rate. Even better, you won’t have to pay a service fee that goes into the pockets of sketchy services that prey upon travelers.