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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To think this is bloody daft of the hotel?

586 replies

JurassicPark101 · 18/08/2021 17:25

I’ve booked a hotel for Friday night until Monday morning. Unfortunately due to childcare issues I found out today that I won’t be able to get there until Saturday morning now. It’s all been prepaid for and as it’s less than 7 days before the booking it’s completely non-refundable and can’t be rearranged.

I’m not too fussed about it being non-refundable, totally understand they probably wouldn’t be able to fill the room again at short notice. Anyway, I phone the hotel to let them know that I do still want the booking but that I won’t be arriving until about 9.30ish on the Saturday rather than the Friday afternoon as originally planned. Receptionist on phone says ‘that’s fine, thanks for letting us know. Just so you know you’re welcome to use the facilities but your room won’t be available until check in at 3pm.” I reiterate that I’ve already paid for the room (and breakfast and dinner which I won’t be having either) from Friday so it should be available when I get there at 9.30. Again “sorry, no but we can’t allow early check in under any circumstances at the moment. We’re totally fully booked and the cleaners just can’t get the rooms ready before this.”

I ask to speak to someone else as I assume she’s possibly new or young or thick as mince. She passes me over to another woman but I hear her say “can you speak to this lady, she won’t understand why she can’t check in at 9.30am”. I explain the situation again. New lady replies with “I empathise with your situation but as we are fully booked we simply can’t allow you to check in nearly 6 hours early”. I tell her that it’s not 6 hours early, it’s 18 hours late. Im booked from the Friday night. I’m paying for the Friday night but I can’t get there until Saturday morning. I’ve paid £145 for a room, dinner and breakfast and none of it will be used. If I was arriving on time, I would be able to return to my room at 9.30am if I chose to do so. She tell me that I'm not arriving on time though so the room won’t be ready until 3pm Confused.

I ask if there’s a manager that I can email, or a head office as this is just bonkers. She gives me an email address. I write a very calm, concise email explaining that I’ll be getting there at 9.30 the day after I’m due to arrive. I’ve just had an email back (from the reception again) telling me that my room will be ready at 3pm and they hope I enjoy my stay.

How do I resolve this? They’re all mad. Aren’t they? I’m not going crazy in thinking I should be allowed in the room when I get there am I? It should be ready for 3pm on Friday so will still be ready at 9.30 on Saturday, surely?

OP posts:
LakeShoreD · 18/08/2021 17:54

You did the right thing by telling them because otherwise you run the risk that they will count you as a no show and resell the room. They are obviously complete idiots though, I used to book loads of corporate travel and it’s totally normal to book from the night before to ensure early check in the following day (imagine you’ve got off a 14 hour flight landing at 6am and are in desperate need of a shower before your first meeting), I’m surprised hotel staff would be so confused. I’d call back, speak to a manager and explain you’ve paid for Friday so you expect the room to be ready as early as you wish to arrive Saturday. If they are still cleaning it then that will be because they’ve resold it and someone else slept there so there should be no issue offering a refund. If the manager can’t resolve then I’d take it up with booking.com and put in a complaint. Bonkers though.

FleasInMyKnees · 18/08/2021 17:56

What hotel is it, do they have a head office instead of talking to the reception staff, I would try and call head office or the general manager at the hotel.

Greenrubber · 18/08/2021 17:57

I would ask if I can't use the facilities that I have paid for then I want a refund on the Friday night and breakfast!

They must be stupid or something it makes no sense what's so ever

PeepersJeepers00 · 18/08/2021 17:57

Absolutely bonkers!

vanityfairsbackpage · 18/08/2021 17:57

that’s maddening

Tal45 · 18/08/2021 17:57

Bloody hell. If they're going to resell your room so you can't get in it until 3pm then they should refund you. If they're not going to resell the room then it should already have been made up the day before and you should be able to go in. I would look up a head office email address on their website as reception seem to be completely useless.

Different situation but we've just been to Spain. Turned up 6 hours early to our hotel, given towels to sit by the pool and told it would be ready in two. I often find the customer service abroad to be so much better than here.

Imissmybum · 18/08/2021 17:58

This kind of thing drives me BATSHIT. Where's the hotel, can one of us check in for you on the Friday?!

LemonJuiceFromConcentrate · 18/08/2021 17:58

Wow that’s infuriating!

Surely there’s a local MNer who could pop by and “check in” for you on the Friday Wink

ajandjjmum · 18/08/2021 18:01

What's the hotel?

PeepersJeepers00 · 18/08/2021 18:01

I’m actually really fucking angry for you, OP! I’d be spitting flaming feathers if this was me!

Greedy bastards!

CovidCorvid · 18/08/2021 18:01

I was about to say as well, get a mumsnetter to check in for you on Friday! They can then pop out and leave the key card at the desk surely?

girlmom21 · 18/08/2021 18:01

Phone them back and tell them you'll be there on Friday after all, then phone them on Friday and say you're running late but the room is still required.

TheSloaneRanger · 18/08/2021 18:01

This is ridiculous, I've never come cross this before
It should be available for your use from 3pm on Friday
It's up to you how you use the room

AnneFuckingKirrin · 18/08/2021 18:02

Oh gosh I hate things like this.
I would try calling back at a different time in the hope that you get to speak to someone who is more helpful

Leftphalange · 18/08/2021 18:02

Don't do what some posters are saying and tell them you are going on the Friday and don't arrive till the Saturday. You will go through as a no show and then the room will be released for all the nights of your stay, it will be in the small print that they can do this.

You have absolutely done the right thing and on this occasion we would also have put a note on the booking and your room would be ready for you the next morning. However it sounds like the hotel plan on selling your room or what I believe is more likely is that they are overbooked (which is very common in big hotels) and using this as an opportunity to sort their room availability. Keep pushing up the chain or email head office

Imissmybum · 18/08/2021 18:05

Seriously it's within a 45 minute drive from me I'll do it. West London.

JesusIsAnyNameFree · 18/08/2021 18:06

@Leftphalange

Don't do what some posters are saying and tell them you are going on the Friday and don't arrive till the Saturday. You will go through as a no show and then the room will be released for all the nights of your stay, it will be in the small print that they can do this.

You have absolutely done the right thing and on this occasion we would also have put a note on the booking and your room would be ready for you the next morning. However it sounds like the hotel plan on selling your room or what I believe is more likely is that they are overbooked (which is very common in big hotels) and using this as an opportunity to sort their room availability. Keep pushing up the chain or email head office

Why would they put her down as a no show when she calls them before check-in ends?
icedcoffees · 18/08/2021 18:07

Some hotels say you need to check in on the first day of your stay by a certain time.

Have you read the T&C's?

itsgettingwierd · 18/08/2021 18:09

Ring them back up and be very clear that you have booked and PAID for your room from Friday at 3pm.

You may not be arriving until Saturday at 9am but that's irrelevant because you've paid for it.

I'd make it clear you expect the room ready from 3pm Friday.

ditalini · 18/08/2021 18:10

Can you ask them to confirm via email that are they:

a) not intending to service your room for occupation on the Friday and that it will be lying empty and uncleaned for that period (and if so why?)

or

b) are intending to sell your room to another customer so that it will need cleaned for your occupation on the Saturday, and if so you will expect a refund.

Unfortunately I suspect that in the small print you'll find that they are actually able to do b) with no refund due to you. Completely unreasonable though, and a small possibility that they'll cave when it's obvious they've been rumbled.

itsgettingwierd · 18/08/2021 18:10

@icedcoffees

Some hotels say you need to check in on the first day of your stay by a certain time.

Have you read the T&C's?

Some hotels do have some odd t and c. I agree.

But ultimately they've taken payment for this room and they'll stop pulling shit like this the more people fight it.

Slothkin · 18/08/2021 18:12

@LakeShoreD that was exactly the situation I had (and did all the time at work), then had this absolute stubborn nightmare with one hotel in London - I eventually told them I’d check in and sit in their lobby until my CEO arrived if they didn’t stop being so ridiculous!

Imnothereforthedrama · 18/08/2021 18:13

They are going to re sell the room , very likely they will be able to fill it at the moment. I’d ring back and request a refund for that Friday evening but I bet they are just going to say non refundable non returnable. Tell them you will be checking in after all, that way they can’t re sell the room . Then just arrive at 9.30am and say sorry your late , the room should be clean and ready for 3pm Friday . Ask them if the room has been resold or it’s empty after Thursday? .

Chaotica · 18/08/2021 18:14

Complain via booking.com if you can't find another way saying you've paid for the room and you're being told you won't be allowed to access it.

Although getting someone to check in for you would work too.

AlmostSummer21 · 18/08/2021 18:15

I would ring them again and tell them that either they refund me the Friday night & breakfast OR MY ROOM I've paid for from Friday will be ready for ME whenever I arrive on Saturday - that getting two payments for MY room is unacceptable & you will be escalating it & leaving reviews all over the place.

I'm going with 'thicker than two short planks'