Originally Posted by
Reindeerflame
How common are hotel early check-in fees? We recently encountered this monstrosity at a lower-end Hilton suites property in Anchorage. Our flight was cancelled, and we made a booking at the Hilton property. Upon arrival at 11am, the desk clerk advised that the room in question was available, but that there would be a $184.50 "early check-in fee" on top of the already fairly high $369.00 nightly room rate for checking in at that time, rather than at 3pm. I have never encountered such a thing.
To make things worse, we elected to delay our check in, and the clerk stored our luggage. We went to lunch for a couple of hours, and upon our return took a seat in the lobby, waiting for 3pm. Another hotel guest was also seated there. It turned out he had similarly encountered the "early check in fee", and was quite annoyed by it. At 145pm, he had had enough, and approached the clerk, asking if "it was now close enough", and the clerk responded affirmatively,and proceeded to check the guest in. At that point, we also approached the desk and asked if we could be checked in. In neither case was there any additional mention that an "early check-in fee" would apply, and we assumed, based on the "close enough" discussion between the clerk and the other guest that we were in the clear. The next morning, after we left the hotel, we read our emailed receipt and noted that the "early check-in fee" was on our bill.
My question now is how common are "early check-in fees"? Has anyone ever encountered them?
We later called the hotel, and the personnel there refused to issue a refund. We followed up with a written letter to the hotel, and have escalated to Hilton Honors. So far, HH so far has been inept, first offering 3000 HH points and later 5000 HH points, but declining to offer a refund of the $184.50. At this point we are seeking a refund of the full amount paid to the hotel, namely $619.92, for the one-night stay, under Hilton's supposed "satisfaction guarantee" and from our credit card.
In my opinion, the entire action and response constitutes poor customer hospitality.
I really hope checking in between 12 noon and 3 pm does not become a new fee opportunity for hotels. That is terrible. I understand landing in SYD at 6 am you need to pay for a room or half a night but a few hours before regualr check-in.
My most unreasonable experience was in Jakarta at a 5-star hotel which had a 3 pm check-in. Even checking in 15 minutes early required paying an extra night and you cold not wait in the lobby with your luggage.