geminidreams

I wrote to the hotel with an acknowledgement but no result. Applied through a missing stay which is a little annoying as they only allow for claiming the missing points on the form not the missing nights. Got a response that the points had credited so replied to that and said it was the nights count that was off to which I got a response saying we checked and all was correct. I responded once again and asked who I should forward my complaint to. I then got a response 2 days later saying it had been fixed and I just checked and it has been fixed! So I received what I should have received but a lot of effort to chase one night. Im not even sure it was worth it as am LTG and unlikely to requalify for plat again since I cant get multiple room credits like SPG gave but i would kick myself if I found at the end of the year I was 1 night short and I had not done something about it.

Aventine

We'll see if I lose a night credit after this past stay. Checked in at 2:30am.

Beano HK

I also stayed at the Grosvenor House this week and was a late arrival. I phoned them to explain. They said they could do nothing as needed my ID under Emirates law!
So Im now faced with 2 bookings retro claiming for late arrival already this year, plus 2 of my other stays simply havent posted. Im beginning to wonder if I need to rethink strategy here.

Aventine

Kazakhstan is the same way. Wondering now as well.

CPH-Flyer

I have never had an issue on this area. I often book a night early when arriving 4am and to 7am, it has always posted correctly so far. Of course I have always communicated my expected arrival time to the hotel, and often booked at hotel pick up from the airport

Now I may have jinxed my current stay where I was delayed until around 3am due to my flight.... Let's see.

Halloweverybody

Ive experienced a similar problem: booked a two night stay, but checked out before midnight before the second night (around 10pm) and even though I paid for two nights, only got 1 night credit. im just Just too lazy to complain.

Nuhusky

chad75

I dealt with the executive assistant to the GM - who followed up from the post stay survey - unfortunately I can't find her email. I have the Night Manager's business card so should be able to provide you with his contact details if you think it could be of assistance.

geminidreams

I had used mobile checkin and it did not help.

RogerD408

Just to be clear, did you check in before midnight hotel time? If you did then the property failed and they need to be called on it.

EVERY night auditor needs to be trained to process late (post midnight) check ins as of the day before. I can imagine some of these check ins aren't processed until the following night. Getting code written to handle this situation will be a very long time in coming, especially since some people will be checking out before the latest check in.

margarita girl

I would imagine that putting a note in Chat to the effect "Please process my check-in so I get night credit for MM/DD" should help too.

Intl359Widget

Had a similar issue last week where a flight canceled and I was rebooked the next day due to no flights left. I booked at the Fairfield and did mobile check in before the cut off and showed up at the hotel at around 12:30am and had no issues getting the stay credited. Granted it was a Fairfield but still...

geminidreams

I checked in on line about 8pm hotel time.

geminidreams

It was actually the first time I every used the App. I actually downloaded it specifically so I could check in knowing I had an early morning arrival. I didnt consider using the chat feature but I as the hotel had written to me asking if I needed an airport pickup and I had replied asking them to ensure I was checked in I just hoped they would comply.

CPH-Flyer

My stay at St Regis Bangkok just posted, and despite only checking in at 03:30am due to a flight delay, the night count showed correctly. So I am still with 100% success rate for night count posting correctly when checking in at odd hours.