In the world of travel, timing is everything. Arriving at your hotel early, especially after a long and tiring journey, can be a moment of pure bliss. But this bliss often comes with a price tag: the early check-in fee.
Hotels justify these fees by citing the need to prepare rooms and accommodate guests outside the standard check-in window. While this rationale might seem reasonable on the surface, it exposes a glaring double standard in the hospitality industry.
The Early Check-In Fee: A Growing Trend
Many hotels now charge a premium for guests who wish to access their rooms before the designated check-in time. These fees can range from a nominal $20 to a hefty half-day or even full-day room rate. The policy is often presented as a way to guarantee room availability and cover the additional costs associated with expediting housekeeping services. We have our doubts on whether hotels have real incremental costs for early check-ins.
The Room Delay Dilemma: No Compensation, No Empathy
But what happens when the shoe is on the other foot? What happens when you arrive at the hotel at the specified check-in time, or even later, only to find that your room isn’t ready?
One guest tried to check in at 5:30 pm and his room was not ready. He had to wait until after 11:00 pm for his room to be ready and to gain access to it. The receptionist was apologetic but everyone claims always says sorry. No proposed compensation for the guest then. Only after complaining to the parent company was he offered some points.
As a general rule, there is a rigid enforcement of early check-in fees, but hotels rarely offer any form of compensation for delayed room access. Guests are often left to cool their heels in the lobby, with little more than a perfunctory apology and perhaps a complimentary drink voucher to ease the inconvenience.
The Imbalance Explained
This discrepancy highlights a fundamental imbalance in the hotel industry’s approach to customer service. Hotels seem quick to penalize guests for arriving early but are less inclined to take responsibility for their own shortcomings in adhering to the agreed-upon check-in time.
Several factors contribute to this imbalance:
- Revenue Optimization: Early check-in fees represent a lucrative revenue stream for hotels. By charging for this “premium service,” hotels can boost their bottom line.
- Control and Efficiency: Hotels prioritize operational efficiency and control over room availability. Early check-in fees allow them to manage room inventory and staffing in a way that maximizes their profitability.
- Lack of Recourse: Guests have limited recourse when faced with room delays. While they may express their dissatisfaction, there is often no formal mechanism for seeking compensation or redress.
The only thing that a guest can do is to complain to the corporate parent of the hotel and review sites. In the future, a guest needs to book another hotel. Not a lot of great options. Once again, revenue trumps customer service. Just another example on how the value of a brand is not that important to a hotel. These corporate hotels are focused on expanding the number of hotels in their chain and maximizing revenue in the short term.