As we all know, hotels publish both check-in and check-out times. While many hotels will generally be flexible with letting you check-in early, people reasonably expect that at the latest, a room will be ready at the published time.
I’d like to talk about that in a bit more detail in this post. Are rooms sometimes not ready by the published check-in time, and if so, what happens?
Why hotel rooms may not be ready at check-in time
Usually hotels have a three to five hour “turnaround time” for rooms, between the published check-out time and published check-in time. In reality, hotels have a bit more time on average, since some guests check-out early, and some guests check-in late.
However, there are situations where you might find that despite this, your room isn’t ready at your published check-in time. What could cause this?
- Sometimes hotels may be short staffed on housekeepers, so on a day with a lot of departures and arrivals, they may struggle to get all rooms cleaned in time; it can be hard for hotels to prioritize rooms when they’re not sure of anticipated arrival times of guests, and when guests don’t stop by the front desk to check-out
- Some guests have guaranteed 4PM late check-out, which poses a major issue, because if someone uses that, you can’t have the room be ready by check-in time; this includes Marriott Bonvoy Platinum members, World of Hyatt Globalist members, those booking through Amex Fine Hotels + Resorts, etc.
- Some hotels accommodate unconventional check-in and check-out times; this includes hotels that have a contract for airline crews, and it even includes Peninsula, which has the most flexible stay policy of any luxury hotel group
What to expect from a hotel when your room isn’t ready
It’s by no means common, but it definitely happens once in a while that a hotel can’t have a room ready by the published check-in time. In those situations, what should you expect?
First, I try to be understanding of hotels, and the tough situation they’re in. For hotels with a high percentage of elite guests, it’s challenging to honor 4PM late check-out while still ensuring that arriving guests can access their room at the published time. This is especially tricky if a guest has a specific room type blocked, since it’s really outside the hotel’s control.
With that in mind, a couple of thoughts:
- Most major hotel groups don’t really guarantee check-in times, at least in the sense that they have no published guidelines as to what guests are entitled to if they can’t access their room on-time; generally the terms we agree to when booking a hotel are pretty one-sided
- So it’s up to the front desk agent (or front office supervisor) to decide how to handle this situation, on a case-by-case basis
My take is that I try to be reasonable with hotels, since I’ve also benefited from late check-out many times. If my room is only a little late (let’s say up to an hour late), and it doesn’t materially impact my ability to enjoy a stay, then I’m not going to make a big deal of it.
Now, I think it reflects positively on the hotel if they offer to comp you a drink or snack at the hotel bar, or something, while you wait. However, I’m not going to say “please buy me a coffee,” because that would just feel weird.
Now, if a delayed check-in materially impacts a stay, then I think it’s fair to request something more substantial. For example, if the check-in time is 3PM and your room is only ready at 6PM, that could be a problem. What’s reasonable for hotels to offer? Admittedly it depends on the circumstances and caliber of hotel, but generally:
- If available, a temporary room should be offered, until your specific room is ready; alternatively, if available, a further upgrade should be provided to allow for an on-time check-in
- Alternatively, I think some form of compensation is reasonable, whether it’s a meal in the hotel restaurant, some bonus points, or a rate reduction
Like I said, it very much depends on the situation. I’d be a lot more peeved about my room not being ready at the check-in time if I’m staying for only one night and am leaving early in the morning, rather than if I’m at a resort for a week, and want to head to the pool upon check-in anyway.
I also think it’s important that hotels communicate as transparently as possible in these situations. I’d much rather they’re honest and manage my expectations so I can make plans accordingly, rather than stringing me along, and not being realistic about how long it’ll take for a room to be ready.
Bottom line
While it doesn’t happen a lot, if you travel often enough, you’ll eventually find that a room isn’t ready at check-in time. In some situations this is unavoidable for hotels, as they have to honor late check-out for some guests, and in many cases that can even be after the published check-in time, not even factoring in that the room needs time to be cleaned.
While hotels publish check-in times, don’t totally view it as a guarantee. Hotels will do everything they can to make sure rooms are ready on-time. In the event your room isn’t ready, it’s not unreasonable to expect that the hotel will do something to make up for it (assuming we’re not talking about a 10-minute delay).
What’s your take on hotels not having rooms ready by check-in time? What do you think is reasonable in these situations?
