Scammer Calls at Hotel- Opinions?

So At my work we have been having people... various people... call the front desk and ask to be transferred to a room... Well my co-workers and I used to go right ahead and connect the call... till 3 days ago apparently a guest answered the phone and was told it was a member of Wyndham corporate, and that they needed their credit card number at the front desk... this woman actually gave her CC# to the guy on the phone that did not even know her name... !!!!

So we are now requiring all callers to identify the person they are trying to reach by name... not something hard to do... but apparently hard to remember as 2 of my co-workers unthinkingly sent calls up today... and 2 more people gave their CC#'s!!!!!!


So working on it as we are... I kinda feel like these people should know better... opinions?

and for everyone this goes as a general warning.... NEVER GIVE CC info over the phone to anyone that has called you... you call them... different story perhaps... but never to someone that calls for you...

[pnoon]

Originally Posted by Robulous78

So At my work we have been having people... various people... call the front desk and ask to be transferred to a room... Well my co-workers and I used to go right ahead and connect the call... till 3 days ago apparently a guest answered the phone and was told it was a member of Wyndham corporate, and that they needed their credit card number at the front desk... this woman actually gave her CC# to the guy on the phone that did not even know her name... !!!!

So we are now requiring all callers to identify the person they are trying to reach by name... not something hard to do... but apparently hard to remember as 2 of my co-workers unthinkingly sent calls up today... and 2 more people gave their CC#'s!!!!!!


So working on it as we are... I kinda feel like these people should know better... opinions?

and for everyone this goes as a general warning.... NEVER GIVE CC info over the phone to anyone that has called you... you call them... different story perhaps... but never to someone that calls for you...

As should your employees. Especially after the first scam.

Originally Posted by pnoon

As should your employees. Especially after the first scam.

Agreed most certainly... but what I am asking is would you really give that info to anyone at their request?

[emopunker2004]

I would not but there are a lot of naive people out there.

[irratebass]

Originally Posted by emopunker2004

I would not but there are a lot of naive people out there.

X2

[hotreds]

Watch Compliance.

[GodOfFire]

Obviously this isn't wise of anyone however, its probably not the end of the world. Credit cards are especially safe for consumers with all of their consumer protections out there. I market highend products on the phone all the time. New people often as me what do I do if someone is afraid of being scammed over the phone. Now this is ironic because I get asked this often by new people in my line of work cause they want to know how to address it if it comes up. However, I have literally in 9 years never had a customer express this concern and only about 25% pay with a Credit Card most pay with a Cashier's Check in the mail.

However, whenever I'm asked this question by a new person I give the same exact answer. Tell them to pay with a Credit Card because they have consumer protection with their Credit Card. I know this from experience, traveling often and doing business onlline I have had fraud charges probably 4 times. Its always a piece of cake with my CC. It was a hassle once on my Debit card but my CC companies it's no big deal.

Yea I know it should be no big deal... I just wonder who is naive enough it today's society to freely give that info out...

I mean obviously we have to stop the calls from getting there in the first place... but the idea of someone ringing in and asking me for my CC# would set off all kinds of alarms in my mind... just surprised it doesn't in others...

[Bondo 287]

Originally Posted by Robulous78

Yea I know it should be no big deal... I just wonder who is naive enough it today's society to freely give that info out...
/..

You could have a sign on each phone in each room saying........
"The management will not call your room asking for Credit Card, or other personal info. All billing inquiries are handled at the front desk"

and people would still pick the phone up when it rings and if asked, begin to recite Credit Card and other personal info.

Originally Posted by Bondo 287

You could have a sign on each phone in each room saying........
"The management will not call your room asking for Credit Card, or other personal info. All billing inquiries are handled at the front desk"

and people would still pick the phone up when it rings and begin to chant Credit Card and other personal info.

Probably Right....

[BHalbrooks]

If I was at a Hotel and someone called and asked for my CC number, I'd go to the desk and figure out what was going on.... That's pretty ridiculous. I'm not very trusting though.

[icehog3]

We get many of these every week. E-mail scams. Phone scams. In person "gypsy" scams. Many of the elderly get duped. Many who are not as worldly get duped too. To say that "everyone should just know better" isn't vaild, because obviously many do not.

[massphatness]

I always thought you needed the name of the guest to be transferred to a specific room. I'm surprised one can simply up and ask for room 512 & be transferred without knowing to whom the room is registered.

[bobarian]

Originally Posted by massphatness

I always thought you needed the name of the guest to be transferred to a specific room. I'm surprised one can simply up and ask for room 512 & be transferred without knowing to whom the room is registered.

Seems to me that the hotel has some responsibility to their guests. Obviously, there is no actual liability as the CC company provides protection, but to just put a call through to any room without a name being requested leaves some room for doubt. What if was a legitimate call and the guest changed rooms?

We would kill the key cards till someone came by the desk if no CC# was on file or payment wasn't good...

[Bondo 287]

You're probably busy enough keeping the place secure for your guests. Now you have to do so "electronically" as well.
Better get that 'held harmless' waiver on the sign in sheet.

Glad to say that is an issue for someone higher up then me... I am just tired of others making a mistake then I get to handle the flipped out grand-parents that just gave their info over the phone...

CC's have been around for a while now... I'm surprised they haven't had other problems before if they are that trusting with their info...

[Bondo 287]

In the good old days they'd just keep the "carbons" off the swipe machines.

[jdakine]

This is not a new scam and has been around for years. Most resorts required the caller to verify the name of the registered guest, having worked for a major resort and still networking with Resort Security Directors, I find it strange your company didn't have these safe guards in place. Not full proof by any means, but will in most case block the call from being connected.