Late Checkout Available - For a Fee

Old Jul 1, 19, 10:34 am
  #1  
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Late Checkout Available - For a Fee

Just finishing a two-night staycation at The Fairmont Sonoma Mission Inn. We've been coming here for years and always enjoy it even though it's only a 45 minute drive from where we live it's a nice getaway with a resort, spa and wine country feel. This year we've noticed an upgrade in the food quality and service of room service and poolside at the main pool. Try the Ahi Poke and Lobster Nachos Poolside!

It's typical that we request a late checkout as we make a half day at the spa and/or pool. I was Fairmont Platinum for years and was always able to get 4:00 no problem. This year I am Accor Platinum and went to the front desk to request 4:00 and was politely extended 2:00 PM for free, but 4:00 would cost an extra $50. I agreed because to me it's not a big deal price-wise, but somehow it seems wrong. Unlike Fairmont's program which was a 4:00 guarantee, Accor is based on "availability". The way I see it, it's available, but cough up some dough! Thoughts?
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Old Jul 1, 19, 12:53 pm
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Originally Posted by TravelStar View Post
It's typical that we request a late checkout as we make a half day at the spa and/or pool. I was Fairmont Platinum for years and was always able to get 4:00 no problem. This year I am Accor Platinum and went to the front desk to request 4:00 and was politely extended 2:00 PM for free, but 4:00 would cost an extra $50. I agreed because to me it's not a big deal price-wise, but somehow it seems wrong. Unlike Fairmont's program which was a 4:00 guarantee, Accor is based on "availability". The way I see it, it's available, but cough up some dough! Thoughts?
It's a great resort. I only go up for conferences (my wife's family lives in Napa, so we don't generally "do" Sonoma), but enjoy it when I go. I agree it seems slimy.

I'd consider a little social media pressure for that - maybe a Twitter question to the hotel, cc: @accorhotels?
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Old Jul 1, 19, 3:55 pm
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You should ask why is it available if you pay 50USD to 4pm. If it is not booked for someone else then it is available and then hence available for late checkout which is usually to 4pm. Poor implementation from the hotel. Some Accor hotels in Asia will even happily check me out at 9 or 10pm if I have a late night (early morning flight). I did not see that fairmonts are limited to 2pm late checkouts as well.
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Old Jul 1, 19, 3:58 pm
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Originally Posted by TravelStar View Post
Unlike Fairmont's program which was a 4:00 guarantee, Accor is based on "availability".
Fairmont's program was the best in the business and very customer-focused. Accor's program is, well, let's just leave it at that.
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Old Jul 1, 19, 10:25 pm
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Badly trained staff and/or badly managed hotel. Contact customer service and request a refund.
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Old Jul 2, 19, 1:03 am
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I had the same kind of problem at a Novotel : As Platinum you're now entitled to "Late check-out or early check-in upon request"
The battle was long and hard, but finally I was refunded of the late checkout fee
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Old Jul 2, 19, 1:18 am
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Originally Posted by mahasamatman View Post
Fairmont's program was the best in the business and very customer-focused. Accor's program is, well, let's just leave it at that.
And yet one ended up being consumed by the other as it couldnít survive on its own
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Old Jul 2, 19, 4:30 am
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Talk to a manager
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Old Jul 2, 19, 10:48 am
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Originally Posted by markis10 View Post


And yet one ended up being consumed by the other as it couldn’t survive on its own
What is your basis for the latter half of that statement? As Fairmont was privately held, I don't know what its financial situation was, or what the thinking of its owners was in deciding to sell to Accor.

Last edited by rfrost; Jul 2, 19 at 4:29 pm
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Old Jul 2, 19, 11:09 am
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If late check out is available paying a fee, it means itís available ...

it means you are entitled to get free late check out for free, on my points of view.

4.00 PM is the ďlate check out timeĒ by convention

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Old Jul 2, 19, 9:09 pm
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Originally Posted by Dav77 View Post
If late check out is available paying a fee, it means itís available ...

it means you are entitled to get free late check out for free, on my points of view.

4.00 PM is the ďlate check out timeĒ by convention

Exactly. It's the same that goes for upgrades.

"We can't upgrade you as nothing is available.
But for an extra USD45 we can upgrade you to...."
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Old Jul 3, 19, 12:34 am
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@AccorHotelsConcierge : dear Amy, the late checkout becomes more and more an issue in hotels as you can see in this thread and it matches also with my own experience during the last months. Now that most hotels are monetizing the late checkout, they tend to say no to Gold/Plat members or just proposing useless 1pm. It could be beneficial if clear guidelines and reminders were given to hotels like :
- reminding the hotels that late checkout is a Gold/Plat benefit
- upon availability : certainly and we all understand that but they should not play that card without reasons
​​​​​​- 4 pm is the standard, but itís not forbidden to do more
- no monetization of early check-in/late checkout for Gold/Plat (as said by other posters, if this is available for a fee, then itís available for free as LCAH Gold/Plat benefit.

Maybe those guidelines already exists, but if the case, they are not very well implemented
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Old Jul 6, 19, 1:34 pm
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Credit where it's due, I was given a 4pm checkout at the Auckland airport Novotel last Saturday. No rolling of eyes, air sucked through teeth, mention of exceptional favour - just simply, yes, that's fine. Much appreciated.
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Old Jul 6, 19, 7:39 pm
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You will generally find that the benefits work well in APAC. Accor has a very capable Loyalty team working this market (out of SG) and they manage and communicate the loyalty message to properties well.
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Old Jul 16, 19, 3:32 am
  #15  
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Originally Posted by Goldorak View Post
@AccorHotelsConcierge : dear Amy, the late checkout becomes more and more an issue in hotels as you can see in this thread and it matches also with my own experience during the last months. Now that most hotels are monetizing the late checkout, they tend to say no to Gold/Plat members or just proposing useless 1pm. It could be beneficial if clear guidelines and reminders were given to hotels like :
- reminding the hotels that late checkout is a Gold/Plat benefit
- upon availability : certainly and we all understand that but they should not play that card without reasons
​​​​​​- 4 pm is the standard, but itís not forbidden to do more
- no monetization of early check-in/late checkout for Gold/Plat (as said by other posters, if this is available for a fee, then itís available for free as LCAH Gold/Plat benefit.

Maybe those guidelines already exists, but if the case, they are not very well implemented
Dear member,

Thank you for alerting us, we're going to investigate on this issue and keep you update on the evolution of this case.

Best regards,
Amy
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