One of my hotel pet peeves is late check out where the property still keys me for a noon check-out. I don’t use late check-out often but was attending a conference at the Hyatt Regency Dallas so checking in on Monday I asked for 4 p.m. check out. And I separately asked the agent checking me in to make sure that I was keyed for 4 p.m. He assured that I was.
On Tuesday around 3 p.m. I went up to my room during a break in the conference to gather my belongings. It took awhile to get up, 1600 people breaking at once means a bit of a wait for the elevator. When I made it to my room my key didn’t work.
So I marched down to the front desk where I learned the issue was that,
- Housekeeping marked the room as empty and cleaned
- It was assigned to someone else
- They checked into the room online but had not yet arrived
- Nonetheless I was assured that my belongings would still be there (how would they know?)
I was given a new key to the room and the other guest was moved out of that room in case they arrived within the next half hour. So I went back up to the room and found that it had been turned, and my clothes and toiletries were gone. Back down to the front desk.
I didn’t have very much stuff, it was a one night stay and traveling with just my laptop bag is my favorite way to fly because it means I don’t need overhead bin space, so don’t have to board early. Fortunately I had my laptop with me.
The front desk started making several calls – to housekeeping, to security, to a manager. “Could I get you a bottle of water while you sit over there and wait?”
I just wanted to be able to shave in the morning. I wanted my electric toothbrush to brush my teeth. And I had worn one of my favorite sweaters the day before. Losing my used socks and underwear? Not the end of the world.
It turned out that my stuff was still in a plastic bag in a housekeeping cart. My allergy pills were gone. They had been on the bathroom counter beside the sink. But those are over the counter and easily replaceable.
Standing in the middle of the hotel lobby I was handed a big plastic bag of dirty clothes. And I was asked “how can we make this right?” I shrugged my shoulders, I had most of my stuff back. I missed about an hour of my conference. “How about we credit you with 24,000 points?” Great!
Have you ever had a hotel take your stuff away before you checked out?