I stayed at a Springhill Suites last night. When I called PM line to make the reservation, I asked for a late check in.

I checked in at the hotel at 3am. The desk clerk / night manager tells me that she's already done her audit, and I've been charged a "no-show" one night charge already. Then she charges me again for another night since I'm now checking in late at 3am.

I was like ...? In the morning I got the new front desk clerk to get one of the nights credited, so I am pretty sure I'm only being charged one night.

But the night manager last night was pretty pessimistic about any type of credit. She basically told me that I was stuck paying for 2 nights even I was only staying one night.

Thank goodness I am a Marriott Plat, can't imagine how difficult it would be to fix if I was not. Nonetheless, it's a very poor way to treat a paying customer. This would probably guarantee that any repeat-business would be killed...