The Case of the Missing Guest Info: Exshmedia’s Latest Move Has Hotel Staff Fuming
Imagine running a busy hotel front desk, juggling check-ins, room requests, and card declines—then suddenly, your main lifeline to guests vanishes. That’s exactly what’s happening to hospitality pros across the country, thanks to Exshmedia’s baffling new policy: no more guest phone numbers, and barely any addresses, for the “foreseeable future.” If you’ve ever wondered what it looks like when a third-party booking site throws a wrench into the gears, buckle up. This is the wild world of modern hotel management, where “guest relations” now means crossing your fingers and hoping someone checks their confirmation email.
The saga began when u/More_Paramedic3148 shared their exasperation on Reddit’s r/TalesFromTheFrontDesk, sparking a wave of commiseration, clever workarounds, and a few shots across Exshmedia’s bow. What happens when guest communication becomes a game of broken telephone? Chaos, confusion, and a lot of very creative front desk solutions.
When “Guest Contact Info” Becomes 111-111-1111
Let’s set the scene: A reservation pings in for an upstairs unit—except the guest can’t climb stairs. Normally, a quick call sorts things out. Now? The only “phone number” provided is, hilariously (and frustratingly), 1111111111. Not a glitch, but a deliberate Exshmedia “feature.” As u/mochamoc dryly observed, “Exshmedia bookings at our hotel always have 111 Exshmedia Way (insert local state and zip here) as an address and 1111111111 as a number. Just... why.”
This isn’t just an annoyance—it’s a logistical nightmare. As u/Dry_Designer8228 described, “We pre-authorize payments 72 hours in advance. Since this was a same day res… I ran the card. Declined. My system gives a big red notice about the number being invalid. I’m like, wtf??” The only option: hope the guest shows up, or cancel and risk losing a sale. The Exshmedia hotline offered little comfort, repeatedly insisting staff “just need to wait for the guest to arrive.” As u/Dry_Designer8228 put it, “I was so beyond mad. This would've made our property look bad.”
How Front Desks Are Fighting Back
With traditional communication cut off, hospitality staff are forced to get creative. One popular tactic, shared by u/MightyManorMan, involves flipping the script: “We have been calling [Exshmedia] if we don't get replies and forcing them to contact the guest, two can play that game. I figure it will be so much extra work, they will eventually give in.”
Others set up automated messages through the Exshmedia portal, pleading with guests to call the property directly. OP, u/More_Paramedic3148, adopted this strategy too: “I set up auto messages to be sent out to guests. I hope that helps the situation in the meantime.” But as many commenters noted, the portal isn’t exactly reliable—guests rarely respond before arrival, and often show up outside office hours, expecting someone to be there.
And what about payment woes? Declined cards are rampant. “Aaaaaand their cards are declined about 50% of the time,” joked u/HowsYaStomachJow. (To which another user replied, “50%? Lucky.”) With no phone number to chase down a valid card, some hotels, like u/HausDePotat, go full hardball: “If [the card] fails, I immediately call the third party and tell them that if they don’t get a valid cc on file within an hour, the reservation is canceled.”
Guest Privacy or Hospitality Headache?
So why would Exshmedia kneecap its hotel partners? Theories abound. Some suspect it’s a (misguided) bid for guest privacy after recent phishing and hacking scares. As u/rhodante reported, Exshmedia claims this is a temporary fix due to “a recent attempt from a scammer using the phone numbers gathered from the reservations.” But there’s no timeline for when—if ever—normalcy will return.
Meanwhile, the lack of info is causing more harm than good. As u/CopleyScott17 explained, “We need to be able to contact guests prior to arrival so they can pre-register online with their arrival time, and arrange for a lockbox if they're coming after hours. Without a phone number… we never know if our emails are forwarded to or seen by the guests.”
Several commenters argued it’s time to break up with Exshmedia altogether. “Have your employers considered not using them?” asked u/robsterva. “They've gone from mostly useless to fully useless if they aren't giving you any usable information.” But as OP noted, “with it being our slow time we get double the bookings so they don't want to cut ties.” Sometimes, you’re stuck between a rock and a booking platform.
What’s Next? Adapt, Survive, or Leave the Platform?
Hotels are rethinking their relationships with third-party OTAs (Online Travel Agencies). Some are slashing Exshmedia availability or pushing for direct bookings with perks. As u/No-Koala1918 suggested, “List elsewhere, but build a proprietary website and maybe offer perks for booking direct.” Others are resigned to riding out yet another wave of OTA-induced chaos.
And what about guests? If you’re booking through a third-party, double-check your confirmation, reach out to your hotel directly, and don’t wait until you’re standing at the front desk to discover a problem. Otherwise, you might find yourself outside a locked office, wondering why no one’s expecting you.
As for the front desk warriors, they’ll keep improvising, automating, and—when all else fails—venting on Reddit.
Conclusion: Your Move, Exshmedia
In the ever-evolving battle between hotels and OTAs, Exshmedia’s latest move might just be the most baffling yet. Will they restore guest contact info, or will frustrated staff and guests alike finally say, “enough is enough”? If you’ve got your own war stories, commiserations, or brilliant workarounds, drop them in the comments. Because in hospitality, a little solidarity—and a lot of venting—goes a long way.
Original Reddit Post: Are you serious Exshmedia?!