Quick follow-up. I requested at time of check-in. I actually had checked in online and selected the 4pm checkout during that process.

When I arrived the Front desk agent said “check out is 11am”. To which I replied I’d need a late checkout. She then instantly denied that. I didn’t push back at that stage.

I then actually chatted with someone through the app chat feature. Who also informed me that it was based on availability. At that stage I emailed my concierge. She emailed back next day saying that she contacted hotel and late check out was not a problem.

I did receive an email from Front Desk Manager apologizing and saying it was misinformation when they denied it.

So indeed I think it may have been an untrained front desk agent. It is a fairly new property. However then it is really a training issue.

Anyway all is well that ends well.