Originally Posted by
Adam1222
This is the standard rule and indeed published policy. The person on the reservation must be there to check in- the person with their ID, not someone else's ID with the same address. If you're not going to be there, sometimes you can call in advance and ask them to allow your guest to check in.
You're not wrong. But it's also called the hospitality industry. It often makes more sense for staff to use their head and de-escalate a situation. Maybe they can't provide the guest everything but there's a huge area in between to find a solution that makes everyone happy.
Sadly this seems to be lost. I'm not sure if it's because staff are not empowered or they're just bad at customer service.