Hilton HHonors - Did I do the right thing?

Last Sat. night I tried to check into the Hampton where I had a confirmed award reservation held with a CC for late arrival. I almost never stay at Hamptons, but this one was right near where I needed to be with the Family.

Anyway, arrive at 10:15 pm, walk into the lobby, and no one at the desk. I call out in case someone is in the office in back. I use my cell to ring the hotel, thinking maybe there is another office somewhere. No answer. A few other guests show up trying to check in, and of course also can't.

Meanwhile, my 2 kids and wife are waiting outside in the car.

After another 10 minutes I notice that there is a small rack with envelopes (the type that they put room keys in), and one of them has my last name on it. I leaned way over the counter and grabbed mine. On the back it showed the room number, and sure enough the keys were already programmed, because it opened my door.

After getting stuff from the car, I take the elevator back down to park the car, and someone who looks like they might be the desk clerk - turns out he was - gets on with me. I tell him that there is quite a line to check in. He states that "it has been a tough night, and I am all alone". I tell him that I helped myself to my key, my room number, and my last name.

Anyway, as I re-enter afte parking the car, he calls me from the front desk and states that I really need to check in, but it is now almost 11pm, and there is a line at the counter of the other people who I guess weren't willing to take their own keys or maybe didn't have them pre-made. So I replied (truthfully) that I was on an award stay anyway, and I would take care of it in the morning, and that they should be able to trust a diamond.

In the morning I did speak to the day shift at the front desk, and told them what happened. I hadn't been checked in, so he checked me in, and he sort of laughed about it.

Anyway, no real apology from the hotel, but since I got what I needed - a clean room and a decent breakfast - I didn't complain.

So my only question is - was I out of line helping myself to the key, or was I making the best of an annoying situation? My last name is unique enough that it is virtually impossible that I was taking someone else's packet.

BJFly

Technically all you had was a reservation, so you really weren't entitled to anything, let alone letting yourself into their rooms. If they wanted to they could have made trouble for you, but because you could have made trouble for the night clerk too, I guess they just decided no harm, no foul. But I wouldn't "help myself" to anything I wasn't legally entitled to, no matter how inconvenienced you are. Some people don't like that. :td:

I wouldn't have done what you did. If I somehow "checked" myself in(which I wouldn't), and the clerk waves at me to come and check in, I do so. There is a sense of arrogance and smugness like you're above waiting in line and being too inconvenienced, and that your "diamond" status should allow you to bypass protocol.

I'd never do what you did in the first place. I'd be suspicious/worried if a desk clerk didn't show at the desk after 10 minutes. I might even call the authorities. I don't think I'd feel safe moving my family into a room. Maybe I've watched too many Bruce Willis movies lately.

As someone else pointed out, your reservation entitles you to check in, not occupy a room. And, if a clerk requested I complete the process before retiring, I'd do so.

Your actions seemed similar to that of a pizza delivery man who comes to your house, rings the bell and because you don't answer it, he opens the doonr and not only leaves the pizza on the kitchen table, but helps himself to money that he "happens" to find in the cupboard.

Not a good example for your 2 kids

I have done CRAZy things but would Never have done what the OP did. Then again since it was a HI , I would have been too happy to have waited as long as they wanted me to and then upon check-out Invoke the 100% Satisfaction Guarantee and have had them return the Pts back into my acct.

Leaving room cards out already keyed-in is what bothers me. This is terrible for potential security issues.
As far as the question,I think you never would have asked it if you didn't feel a bit guilty. :o
Just as you should feel.

I have done CRAZy things but would Never have done what the OP did. Then again since it was a HI , I would have been too happy to have waited as long as they wanted me to and then upon check-out Invoke the 100% Satisfaction Guarantee and have had them return the Pts back into my acct.

Bingo! That's what I was thinking


Leaving room cards out already keyed-in is what bothers me. This is terrible for potential security issues.
As far as the question,I think you never would have asked it if you didn't feel a bit guilty.
Just as you should feel.

How does this bother you? Most properties almost every property I've been to the Front Desk staff already has room keys (and any other items a particular guest should be given) made up and in a rack (sorter) similar to what the OP stated.

It's not as if they were lying out on the counter, in EASY view or EASILY ACCESIBLE.

Did you do the right thing? Nah, but I can't say that I wouldn't have considered doing it as you did. :p Except maybe at least dropping off the cert before calling it a night.

It's not as if they were lying out on the counter, in EASY view or EASILY ACCESIBLE.
I think that's not exactly the way I see it.
I notice that there is a small rack with envelopes (the type that they put room keys in), and one of them has my last name on it. I leaned way over the counter and grabbed mine.

To me "notice"= "easy view" and leaning "way over the counter" sounds like access to rooms were too easily accesible"
Imagine what that might have looked like to a thief . Just help yourself to some keys, possibly leaving the duplicate card in the envelope. Then later help yourself into some rooms.
Even worse, imagine the security a female traveler would feel ,if she thought someone could already be in the room when she arrives.
If there is a chance that a desk might not be manned,especially for any period of time, activated key cards should not be left a "lean over the counter" away.

I'd never do what you did in the first place. I'd be suspicious/worried if a desk clerk didn't show at the desk after 10 minutes. I might even call the authorities. I don't think I'd feel safe moving my family into a room. Maybe I've watched too many Bruce Willis movies lately.

As someone else pointed out, your reservation entitles you to check in, not occupy a room. And, if a clerk requested I complete the process before retiring, I'd do so.

I would definitely have called the authorities on this one. It sounds like the OP probably waited 20 minutes overall for a desk clerk, before helping himself to the key. At that point, I would be pretty concerned that something was wrong.

Unfortunately, the end result would be that the desk clerk would be fired, when it is the manager who didn't provide enough night staff that should get booted.

I think that's not exactly the way I see it.


To me "notice"= "easy view" and leaning "way over the counter" sounds like access to rooms were too easily accesible"
Imagine what that might have looked like to a thief . Just help yourself to some keys, possibly leaving the duplicate card in the envelope. Then later help yourself into some rooms.
Even worse, imagine the security a female traveler would feel ,if she thought someone could already be in the room when she arrives.
If there is a chance that a desk might not be manned,especially for any period of time, activated key cards should not be left a "lean over the counter" away.

Let me define what I mean by "easy" view. Your standing at the counter and you can look down, at all the names on a document that has classified information.

For all of us that travel regularly, we all know that many properties have pre-made (pre-assigned) packages with names, room number and any other information a guest may need and usually its on some sort of rack, especially for Diamond members. You might not be able to see names/room numbers, but you know there is a "place" where these items are stored.

the OP stated, "I leaned way over the counter and grabbed mine." To me...that not "easily accessible", but everyone processes information differently

The real issue is WHY THE HELL WASNT THE PROPERTY PROPERLY STAFFED??!! Thats what would piss me off and make me leary about staying the night.

the OP stated, "I leaned way over the counter and grabbed mine." To me...that not "easily accessible", but everyone processes information differently



Since my original post is generating a bit of discussion, I will clarify. The keys were on a rack that was easily visible on the right side of the front desk area (right from the guests perspective, left from the hotel clerk's), at eye level, with easily legible, handwritten surnames.

The rack itself was an easy reach from the right side of the front of the desk, except for a potted plant that adorned that side of the counter. So reaching way over was the alternative to moving the plant. If I was posting again, I would omit the word "way", but at this point I don't think it would make sense to edit my original post. With the plant there, I had to stand on tip toes. Without it a person of 5 feet could have reached the key cards. I actually don't think that this is pertinent to the question at hand, however. Either I was doing something wrong, or I wasn't doing something wrong.

Also, (in response to another previous post) my comment that I was a diamond was not to obtain special favors or an act of arrogance, but to suggest that they had excellent records on me, and certainly could track me down should they need to find me. In most businesses, there is a level of trust given to the top repeat customers that wouldn't be granted to a "walk in"... this is why hilton honors members have check cashing priviledges while the general public doesn't. Whether my action in "self check in" was proper or not is up to each individual, but please don't take the diamond comment out of context... it was practical in nature and not arrogant, nor was it perceived by the hotel clerk as arrogant - he understood exactly what I meant.

Finally, to the poster concerned with the lesson I taught the kids - they were asleep in the car (one of the motivating reasons for me not to wait forever), so you can rest assured that this is a moral debate between adults only, and not a corruption of future generations.

Incidentally, I did consider calling the authorities (as in "I wonder if he is lying down in the office with a heart attack"), but in the end decided not to make that call, figuring it much more likely the employee was just neglecting their duties. This turned out to be the right decision, although in actuality the employee was working hard and simply was taken away from the front desk area to deal with other issues in the hotel.... which is to this point the only pang of guilt that I feel - thinking badly of the employee who was trying to make the best of the situation.... also the reason I didn't really want to envoke the satisfaction guarentee (probably getting someone in trouble unjustifiably) when I could just make myself satisfied.

BJFly

I would not have grabbed the key either. Just because you have a key does not mean that you are checked into the computer. There is a slight chance that the night clerk could have slid around some registrations such that he/she could have checked some else into the room and you would have gotten walked in on.

I would hope that the hotel learned something from this and moved their key rack further out of reach.

One last comment: here is one negative issue with small hotels, such as a Hampton Inn. They generally staff the front desk pretty lean, especially at night. If you check in after 11pm you will most likely only see one person working the 3rd shift.

So I have been watching this post from the onset and have been cruious about others opinion. If after a long day I arrived at a HI and wanted/needed to get to my room I may have done the same thing. I do think I would have left a note handled things in the morning. I agree with the post about a certain level of trust for your most frequent customers.

Remember the old days at Hilton and others? Express check in was a key packet in a rack not even behind the front desk, grab it and go. I find this siutation at Choice hotels the only person working is called away from the desk for whatever reason and your standing there waiting.

Not passing any judgement of the action and think that I may have done the same thing in the right situation.

What are you guys, nuts?

I wouldn't have waited 5 minutes, let alone ten. If my keys worked I'd just have sacked out and looked all innocent in the morning.

(1) You may not have done the "right thing"; and
(2) I likely would have done the same thing under the same facts and circumstances.

sorry OP no matter how you cut it , You had No Right to do what You did. Even if it had been right on top of the counter and you didnt have to lean over anywhere.

I use a small grocery and at times will Fax or Call in my order. I can get there and see my name on the boxes, but the person who is suppose to collect the $$ (CC) isnt to be seen and usually Im in a rush. My Choices are either to wait or come back later. I NEVER even thought of just taking the boxes and go back later and pay him. Till its paid for the items still belong to the store.

Till the clerk checks You in the room isnt Yours, No Ifs-ands or buts

I dont think what he did was so bad. If you leave the front desk unattended, stuff happens. However, even though I've done some unconventional things over the year during travel due to bad airline or hotel customer service, I probably wouldnt have taken the key. I would have reported the hotel's SERIOUS security violation to the GM and Hilton.

I would have reported the hotel's SERIOUS security violation to the GM and Hilton.

The poor shmo at the front desk probably didn't have much choice. These places notoriously understaff their hotels, and especially at night. Crisis in room 105 and 213 at the same time, 3 phone lines ringing and 4 people at the front desk? There may be ONE person to handle all of this. Maybe 105's toilet is overflowing and 213's kid vomited in the hallway. Or a drunkenfest disturbing 2 floors. Maybe the cops came and want Mr. Frontdesk to go to the room. I place the blame generally (not always) with the hotel management that does not staff properly. Maybe the front desk clerk is there all alone for hours and "needs to go". Bucket under the front counter while checking you in? Don't think so. Unfortunately, in most of these circumstances, poor underpaid front desk shmo is going to get the blame from all ends, even when it is a serious understaffing problem.

Wonderfull thing that rationalization :(

My only surprise here is that there actually others here who seem to say they would have done the same.

I wonder what the OPs reaction would have been had he been caught in the act of taking the key ( a more appropriate word would be stealing) by a security guard and the cops were called?
Would he try to blame Hampton for "creating a situation which forced him to do something which at least would be considered illegal"?

IMHO the ONLY WAY you had the right to take the key was if a sign was left
on the desk saying "Mr Bjfly here are your room keys .. check yourself in"

Another curious thing, all these people who claim to stay so much at hotels and have never before run into front desks staffed with just one clerk, well believe me folks it happens a lot at nights at Hampton and HGIs.

mike

sorry OP no matter how you cut it , You had No Right to do what You did. Even if it had been right on top of the counter and you didnt have to lean over anywhere.

I use a small grocery and at times will Fax or Call in my order. I can get there and see my name on the boxes, but the person who is suppose to collect the $$ (CC) isnt to be seen and usually Im in a rush. My Choices are either to wait or come back later. I NEVER even thought of just taking the boxes and go back later and pay him. Till its paid for the items still belong to the store.

Till the clerk checks You in the room isnt Yours, No Ifs-ands or buts

I gotta say, I am somewhat surprised by the comparisons people make here. Let's recap: 1 - the hotel has my CC on file. 2 - it is an award stay, so I am not supposed to pay anything anyway, and the cert was awarded when I made the reservation, so that have that number on file. 3 - I told them exactly what I did as soon as the opportunity presented itself.

I think it would be fair if people stated that I was aggressive (overly) or overstepped boundaries. But in my opinion (and I recognize that this forum is all about peoples' opinions, so there isn't a right or wrong, only opinions), it is a mischaracterization to call this stealing. And it would be a mischaracterization to say that you were stealing if you took the box from your local grocer and loaded it in your car and then went back to pay. The intent in both cases was to have an honest business transaction, and that would have been the result.

So I am interested in all of the opinions presented by posters, but I take exception with notion so many have that this was stealing. More of an exception to protocol than stealing.

In fact, a few posters suggested that they would wait simply in order to have ammunition to complain and execute a satisfaction guarantee. That seem more of a scheme to take something for nothing than what I did!

BJFly

I gotta say, I am somewhat surprised by the comparisons people make here. Let's recap: 1 - the hotel has my CC on file. 2 - it is an award stay, so I am not supposed to pay anything anyway, and the cert was awarded when I made the reservation, so that have that number on file. 3 - I told them exactly what I did as soon as the opportunity presented itself.

I think it would be fair if people stated that I was aggressive (overly) or overstepped boundaries. But in my opinion (and I recognize that this forum is all about peoples' opinions, so there isn't a right or wrong, only opinions), it is a mischaracterization to call this stealing. And it would be a mischaracterization to say that you were stealing if you took the box from your local grocer and loaded it in your car and then went back to pay. The intent in both cases was to have an honest business transaction, and that would have been the result.

So I am interested in all of the opinions presented by posters, but I take exception with notion so many have that this was stealing. More of an exception to protocol than stealing.

In fact, a few posters suggested that they would wait simply in order to have ammunition to complain and execute a satisfaction guarantee. That seem more of a scheme to take something for nothing than what I did!

BJFly

It doesnt make a difference if it was a free night or not, you had no right taking the Keys I cant believe you are constantly Rationalizing why it is/was Perfectly OK to do this! I never said it was Stealing Only that it is the Wrong thing to have done

If I go into a bank and I want to make a withdrawl, no one is there but I can reach thru and take the $$ out of the open draw. I guess as long as I leave my Withdrawl slip, You would say to do it as Im not stealing I just dont want to have to wait till the teller is done with her phone conversation or whatever, and after all I did leave my withdrawl slip.

Also unless I asked if I could load the boxes in my car and then come back to pay, I would Never even think of doing it without being told OK by someone of authority in the Store.

A scheme for claiming a free room might be that You know the shift changes at 11:50pm and you wait till then so that by the time they can take care of You 10-15 mins has passed and then You claim the Guarantee. all I said was if I should enter a lobby and wish to check in and no one is there , I'd wait till they return, probably call the Hotel using my Cell if no one answers to my Helloing. if I was made to wait 15 mins or more then I would take it up upon check-out.

Im really surprised how you are trying to say what you did is OK and nothing Wrong with it.

Why not call up a few Hotels and ask them if I have a res with You and its a free stay and when I show up no one is at the front desk will it be OK if I leaned over or went around and simply took my folder (room key). Do You really think even 1 of them would say, 'Mr BJfly, Please do so we want you to feel at home when You stay with Us and we wouldnt want to needlessly detain You no matter the time of the day you arrive'. I hardly doubt you would find even 1 Hotel that will tell You its OK to do it, and thats why I say you were WRONG for doing it, and has nothing to do with stealing.

I gotta say, I am somewhat surprised by the comparisons people make here. Let's recap: 1 - the hotel has my CC on file. 2 - it is an award stay, so I am not supposed to pay anything anyway, and the cert was awarded when I made the reservation, so that have that number on file. 3 - I told them exactly what I did as soon as the opportunity presented itself.

I think it would be fair if people stated that I was aggressive (overly) or overstepped boundaries. But in my opinion (and I recognize that this forum is all about peoples' opinions, so there isn't a right or wrong, only opinions), it is a mischaracterization to call this stealing. And it would be a mischaracterization to say that you were stealing if you took the box from your local grocer and loaded it in your car and then went back to pay. The intent in both cases was to have an honest business transaction, and that would have been the result.

So I am interested in all of the opinions presented by posters, but I take exception with notion so many have that this was stealing. More of an exception to protocol than stealing.

In fact, a few posters suggested that they would wait simply in order to have ammunition to complain and execute a satisfaction guarantee. That seem more of a scheme to take something for nothing than what I did!

BJFly
Sorry, not buying it. Look at the title of the thread you started. "Did I Do The Right Thing". If you didn't realize the problem with what you were doing you wouldn't have asked. Next time ask yourself this question BEFORE you take the leap.

BJFly, I know you weren't looking for sanctimonious replies, and I'm not particularly saying that any are, but in diplomatic future channels, you might want to say "what would you have done" instead of "Did I do the right thing?"

In any event, I said my piece earlier, and don't let any of the replies scare you from FT - you are a newbie and this place is 95% good ^

Yes, BJFLY, you're OK. Just a minor slip, and I think you know it was a questionable move. Just keep posting on FT and we'll save your soul! :D

Another curious thing, all these people who claim to stay so much at hotels and have never before run into front desks staffed with just one clerk, well believe me folks it happens a lot at nights at Hampton and HGIs.

mike

I looked back through the posts and didn't find many claims of this. What I did see was a lot of posts that said it was wrong. In my case, I can say that I have never stayed at a Hampton or HGI. I have stayed at other small hotels where they only have one person on the desk at night, but they normally have someone they can call if there is an emergency (often another family member onsite, because they are family-owned and operated).

I don't think that I would have even waited 20 minutes before grabbing my key and leaving a note on the computer saying that I had done so following such a long wait. I might likely have called HHonors Reservations to complain and ask for their recommended action. And if I didn't have a cell phone to do so, I don't think that I would hesitate to reach across to use the phone behind the desk if it were in reach.

IMO, the OP had a reservation for a room to be ready on arrival AND someone to check them into that room upon arrival, and the hotel was not providing exactly what they had promised.

For those of you that say that the OP was completely wrong to have done this, how long would you have waited before doing the same? Or would you simply have camped out in the lobby all night long? Or would you just leave the hotel and go to another hotel?

The guy working at the hotel should have put up a "back in 10 minutes" note with the time on it prior to leaving the desk. I'm not sure whether I'd have grabbed the keys myself, but if my wife and kids were waiting in the car I would certainly be much more likely to have done so.

Well we (you) can rationalize all we want and personally I dont care if some of us (me) are thought of being sanctimonious... what the OP did was wrong period.

I do notice he did not answer my question as to his reaction if actually caught in the act by hotel security and whether he thought the explanation offered up here would completely absolve his behaviour.

I suppose I could also go on about my disappointment with the apparent notion of what is wrong and right, as evidenced in this thread... but then I just did didnt I? :)

mike

I don't think that I would have even waited 20 minutes before grabbing my key and leaving a note on the computer saying that I had done so following such a long wait. I might likely have called HHonors Reservations to complain and ask for their recommended action. And if I didn't have a cell phone to do so, I don't think that I would hesitate to reach across to use the phone behind the desk if it were in reach.

IMO, the OP had a reservation for a room to be ready on arrival AND someone to check them into that room upon arrival, and the hotel was not providing exactly what they had promised.

For those of you that say that the OP was completely wrong to have done this, how long would you have waited before doing the same? Or would you simply have camped out in the lobby all night long? Or would you just leave the hotel and go to another hotel?

I Never said that it was OK for the front desk not to be manned. That was WRONG too. But that doesnt give anyone the right to lean over and take what doesnt belong to them.

Most if not all Hotels have a pay phone within a few feet ot the FD, call the 800# of the chain. Now if they would say take it and settle up later on, no problem , just get the name of the CSR or said its OK. But thats way different from deciding to do so on ones own. If they said I coudlnt take it, I wouldnt, how long to wait maybe 15 mins max, then Id call back and tell them to either cancel the res or put me somewhere else at the same rate as I was on even a free stay and the other Hotel is a higher Cat.

I have gotten to some HIs that keep their front doors Locked after 11pm and had to be buzzed in. If I was kept waiting a very long time, that as well would be dealt with at check-out or simply by calling and telling them to cancel it and Id go elsewhere. ( Yes I did in fact do that once at 1am and told the CSR that I called the Hotel and no one picked up the phone and after waiting 15 mins Im out of here and I wont pay for the room even though its after Cancelling Time and I will be submitting a bill to Hilton if the Hotel across the road is gonna charge me more, It was $10 less.)

What the OP did was technically wrong. However, a more nuanced analysis should take into account the totality of the situations.

1. The OP did not have any improper motives. He was not trying to put one over on the hotel or in any way screw the hotel

2. It was late at night.

3. The OP's wife and children were in the car.

Could the OP have handled it better. Yes. He should have called HHONORS and explained the situation to them and gotten directions from them.

However, to suggest that the OPs actions reflected a moral failure, or to analogize his actions with stealing is plainly wrong.

I worked on hotel front desks for years as an agent and manager. IMO what the OP did was OK. After all he told the Front Desk agent he was in the room - so it didn't get switched and given out to another guest. And the hotel did have his credit card information - if he no showed they surely would have charged him, so I think the room was his to take. Personally I never would have checked my family into a hotel that took guest's security so lightly! I would have called central reservations, told them what was going on and insisted they find me another room with the same accommodations and under the same terms. BTW I've also been the front desk person left all alone with phones ringing and guests needing attention and no way to get it all done. The hotel management should be held accountable for this not the front desk agent.

I do notice he did not answer my question as to his reaction if actually caught in the act by hotel security and whether he thought the explanation offered up here would completely absolve his behaviour.

mike

Being caught suggests that I was doing something that should have been hidden or kept from public knowledge, so I am only using this word in the title as a reference to your post. (Another post had a very good suggest to me that my original post should have been titled "what would you have done").

Regardless, had I been "caught", I would have done exactly what I did do - which is explain the situation and not been the least bit embarrassed or defensive, and I really do not believe that the attitude of the night staff would have been any different than that of the day clerk when I told him what I did the next day.

I think it is fair to say that we disagree, and I think that it is also fair to say that you probably don't think that this was the crime of century.

I appreciate some of the more recent posts stating that perhaps I wasn't 100% out of line.

BJFly

I appreciate some of the more recent posts stating that perhaps I wasn't 100% out of line.

BJFly

Well, seeing as there was no one to help anyone IN the line :D

I used to help cover the overnight shifts at a HI, and I have been the GSR in this very situation. A couple things...

1. The employee definitely should have put up a "I'm away from the desk" sign.

2. The room number generally should not be written on the key packet if the name is written on there, it's a security issue. Lots of stalkers out there.

3. Normally after 10-11pm, you are the only one at the hotel. If a toilet floods, you are the one to go. Noisy kids in the parking lot, you're going. I can say from experience that the worst feeling in the world is to be running back from a room call and seeing someone waiting to check in.

It's not a matter of understaffing. It's usually a matter of feast or famine. There are either 20 things going on at one time, or you sit there for hours working on paperwork without seeing a soul.

I wouldn't have taken the keys, but i can see the temptation. I just wouldn't have slept well hoping that they didn't give my room out to someone else assuming I didn't check in.

I wouldn't have taken the keys, but i can see the temptation. I just wouldn't have slept well hoping that they didn't give my room out to someone else assuming I didn't check in.

Put your desk clerk hat back on for a minute and tell us what you'd do if a guest returned to the desk to state that the room was occupied. I'd have given the guest an apology and another room and then probably called the occupied room (after some quick research) and asked them to come up to the desk and check-in ... assuming someone answers the phone. No big deal if you can figure out what happened. I do appreciate hearing you confirm what many see here as the shortcomings on the part of the property & person on duty.

And I still wouldn't have done what the OP did. What would he have done if the authorities came knocking with weapons drawn to evict an unidentified squatter?

And welcome to FT, Cmonstretch.

I am bewildered by the majority of responses in this thread. Perhaps it is because I have a wife and 2 young children that I identify with the OP, but the options of (a) waiting in the car indefinitely, (b) waiting in the lobby indefinitely, (c) seeking out another hotel room late at night with said wife and young children in the car, etc. just don't compare with the ease and reasonability of what he did. If I were to find any fault at all with what the OP did, it would be that he didn't leave a note to the desk clerk stating what he had done and promising to follow up with the day clerk. But that's it.

Stealing? Nonsense. "Stealing" would be if he had no pre-paid-for (points or $) reservation and chanced upon the same situation and took someone else's keys and went to the room. The hypothetical about the accessible bank tray is simply inapt. The grocery store example is closer to home, but enough dissimilarities exist to make it also inapt.

Gotta agree, in general terms, with HotelFlyer and clarkef, and sc flier is on the money.

Gutsy move by the OP! I think this is one of those times when the 100% Satisfaction Guarantee kicks in!

I am glad the hotel didn't make a big deal over the thing. I wonder what I would have done in those circumstances. I'd probably start to worry that something had happened--I might even call the police: I've never had an experience like that one!