During a recent busy Saturday night in September at the downtown property, a guest arrived with a confirmation for a booking that our system had no record of. I tried to reach out to the reservations team to verify or find a solution. Multiple calls went unanswered and the email chain I initiated was dead in the water. The guest was frustrated, and rightly so, but no one on my end could help. That's when I remembered discussions about how often problems arise with 3rd party bookings. I finally managed to get someone's attention, but it took over 40 minutes and a lot of scrambling. By the time I resolved the issue, the guest was clearly unhappy, and that whole interaction showed the gaps in our interdepartmental process. H relies on us to uphold their reputation, yet here we were unable to help each other effectively.