Please or to access all these features

Add post

Watch this thread

Save thread

Start a new thread

Flip thread

Hide thread

My feed

Active Unanswered threads

Getting started FAQ's

Unanswered threads Acronyms Talk guidelines

Hide shortcut buttons

Talk

AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Flip

1 2 ··· 7 8 9 ··· 23 24

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 .

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:

KidneyBeans · 18/08/2021 20:55

@JurassicPark101

The hotel is kind of in the middle of nowhere. I can’t imagine it’s likely anyone would turn up looking for a room after 7pm.

I didn’t have the option of booking anything other than the non-refundable. I’m fine with it being non-refundable, I understand why they do it. I don’t understand why they won’t let me have the room I’ve booked and paid for.

Have you specifically asked them why and pointed out that as you won't have slept in it housekeeping is not an issue?

TheRebelle · 18/08/2021 20:56

They sound thick, I’d email back and say I e paid for a room from 3pm on Friday so I expect to have access to a room when I arrive at any time after that, if not then I expect a refund for the Friday night otherwise I’ll look into taking you to the small claims court (obviously you wouldn’t but the threat might make them realise if you did it would be more hassle than it’s worth)

Original poster

JurassicPark101 · 18/08/2021 20:57

I’ll call them back in the morning and explain very slowly that actually I’ll be there on Friday as originally planned. I put this on FB and my friend who is camping relatively nearby is going to check in and have dinner there (she’d prefer to stay in her tent even though I offered for her to stay in the room, lunatic).

I don’t think there will be any problems checking in. It’s all prepaid on my debit card, I’ve never given ID at a hotel in this country. What a bloody palaver! I only wanted a couple of days by myself hiding from everyone.

OP posts:

Original poster

JurassicPark101 · 18/08/2021 20:59

kidneybeans I tried explaining several times. It was almost like they were reading off a prompt sheet rather than listening to what I was actually saying though. I’d explain why I should be able to access the room, again and get “I empathise with your situation Mrs JurassicPark but unfortunately as we are fully booked and the cleaners can’t get the room ready earlier I am unable to fulfil your request”.

OP posts:

SusieBob · 18/08/2021 20:59

[quote thelionqwueen]@SusieBob hotels are businesses, their customer service need to be excellent (in this case non existent due to crap staff)) to get the customer to return. OP most likely won’t.[/quote]
And yet countless hotels do it and remain in business.

Frazzled2207 · 18/08/2021 21:04

totally batshit but quite possibly in the (batshit) Ts and Cs.

Seriously though I think your best option is to find a mnetter to check in on your behalf and at least enjoy a nice meal.
You'd then have your room ready first thing and a mnetter would have had a free dinner.

I'd def go if I lived nearby.

Yeahbutnobutyeah1 · 18/08/2021 21:06

Completely ridiculous of the hotel!
Tell them you’re arriving on Friday, call them around 9pm & let them know you’ll be there in the morning-don’t no-show as this may result in your whole booking being cancelled.

Frazzled2207 · 18/08/2021 21:06

@JurassicPark101

I would try calling again and hoping you get someone else though. It honestly seems like they just didn't get it.

I have def on occasion arrived at a hotel after midnight, called ahead to let them know etc, and it's never been an issue. In fact maybe that's the trick, just say 'arriving after midnight, not sure when' ?

itsgettingwierd · 18/08/2021 21:07

@SusieBob

" It isn't empty she is occupying it."

A hotel room that hasn't been checked into is empty. Often in the T&C's nobody reads it will state a time after which your room is no longer guaranteed, or there will be the posibility to pay extra to ensure an unsociable checkin.

I'm surprised that this comes as news to anyone, TBH.

It doesn't.

But as most on here have said they usually book hotels for early morning check ins and pay from following day and when explained room is ready.

That's how many hotels get a lot of business clients.

It's not that the t and cs say this. It's that I think it's really bad customer service to take pay,ent that's non refundable and then refuse that person to check into that room when it suits them.

I only book with hotels that don't do this and have decent customer service! Funnily enough they are often not the large chains

Yeahbutnobutyeah1 · 18/08/2021 21:10

Just seen your update…if you do get a friend to check in for you do get her to let them know they won’t be staying overnight (after they’ve had dinner etc), as PP said the hotel will be looking for you/friend if there’s a fire.

LtJudyHopps · 18/08/2021 21:12

Also check if she’ll need to pay a deposit when you check in..

TheSkatesOfCoachBombay · 18/08/2021 21:14

@JurassicPark101

Except the next day when you turn up for breakfast and one of the waitresses/reception staff say "I'm sure that's not the same woman that checked in yesterday"

Small hotel, middle of nowhere unlikely to have massive amounts of staff on different shifts.

This is risky with track and trace operating OP. Because even if the woman checking in gives your details, she now can't be traced by track and trace meaning the hotel could be in breach of the hospitality government guidance on Covid 19. You could risk being asked to leave for breaching their covid policy.

sourrain · 18/08/2021 21:16

I can't see it being likely that there would be an issue with your friend checking in but I would advise against it regardless. As has been mentioned the fire register would be inaccurate. Depending on the size of the hotel they may well notice you're a different person. I worked at a hotel and as it was quite small I would have certainly noticed if a different person was suddenly using a room than who checked in!

I also wouldn't recommend just turning up later, as has been mentioned, they may automatically mark you as a no show.

Speaking as someone who worked in a hotel for many years the only solution I can see working is saying you will be a late arrival, and then updating them late on Friday to say that actually, you won't be able to get there until Saturday am. I'm aware this has already been suggested a few times but just want to reiterate, this really is your best bet.

They could well be looking to resell the room but it seems to me like they genuinely didn't pay enough attention to what you were saying and therefore misunderstood.

thelastgoldeneagle · 18/08/2021 21:17

@WrongKindOfFace

They’re going to resell your room which is why they’re saying you can’t have it before 3pm. I would also be raging.

This. Cheeky. And batshit service.

SchadenfreudePersonified · 18/08/2021 21:19

Please let us know on Saturday (or when you get the chance) whether your friend managed to check in (and enjoy her/your dinner) okay.

I've got very invested in this money-grabbing idiocy.

Positivelyrandom · 18/08/2021 21:19

Nuts. Nuts. Nuts. Just ring them again and say you’ll be turning up a bit late (don’t mention that it’ll be 18 hours late!) Then take a chance that they’ll get it when you show up. Madness.

Abraxan · 18/08/2021 21:19

@Yeahbutnobutyeah1

No hotel ever knows whether you're in or out at any one time. Whilst someone might knock on your door they really won't be sending people in to look for you in my experience.

We went to a hotel recently and there was a fire. They knocked in doors but didn't wait for anyone to answer. We couldn't return to our room til the next day so they put us in another hotel. Those who weren't there to get the new hotel details were telephoned.

No one went looking for them from the hotel or fire brigade.

Blossomtoes · 18/08/2021 21:20

Good result @JurassicPark101. How lucky your friend could do this for you. Crazy that she has too, though. Although not as crazy as her turning down a bed and en-suite for the night!

Refreshpage · 18/08/2021 21:20

@SeasonFinale

Message and say. That's fine I expect my room that I am paying for to be ready for me at 3pm on Friday. Thank you.

Then turn up and say here I am late for my room.

This.

Turn up the next morning and say the traffic was bad on the way, still you made it now and need the key.

Positivelyrandom · 18/08/2021 21:21

Just seen your update

Topttumps · 18/08/2021 21:22

That is totally crazy.

TheSkatesOfCoachBombay · 18/08/2021 21:27

Then that hotel had poor fire safety.

In the event of a fire each department manager was responsible for evacuating their department in full staff and guests.

Me duty manager stayed in reception with printed out fire guest list. Directing guests to safety point.

Reception manager was responsible with a second fire list at the safety area asking for guest details. Receptionist to offer help to guests in safety point and assist reception manager in accounting for guests.

Department managers were responsible for coming to me to say area clear (think bar, restaurant, spa, leisure club) they then leave the building to the safety point.

I then report to reception manager at safety point and ask how many guests accounted for. Given updated fire list.

I return to reception area with updated list and give emergency services guests not accounted for. Room checks conducted by duty manager if safe (no fore zone). Every room opened and checked by me to ensure no guest inside.

Then return to safety point, noting rooms clear. Hotel clear.

So whilst it would mean OP was not on site, I've still had to walk to her room with the emergency key open it up and conduct a room check.

Can't just knock the door and walk away 🤦🏻‍♀️

KidneyBeans · 18/08/2021 21:27

@JurassicPark101

Yes I understand that which is why I've suggested asking them questions -why do the cleaners need access to your room on Saturday morning?

I'd essential just ask why until they realise that there's no good reason or admit that they'll be re-selling your room

Yeahbutnobutyeah1 · 18/08/2021 21:28

No it’s true the hotel wouldn’t know if guests were in or out (but most likely in at 4am for example) but if they were certain a room was not occupied it would save wasting time on checking/calling etc especially when there are usually a couple of staff on throughout the night. All very unlikely though I admit.
Preferred thing to do would still be to call on Friday night to advise Sat AM arrival.

BoredZelda · 18/08/2021 21:47

Call back and tell them you will be checking in on Friday night as usual. Then, on Friday night call them and apologise, saying you’ll be late. Then on Saturday morning they can’t argue your room isn’t ready.

Flip

1 2 ··· 7 8 9 ··· 23 24

Swipe left for the next trending thread