Our Whine Wednesday this week is about hotels that end up mismanaging their inventory resulting in rooms not being ready for the guest past the official check-in time (usually 3PM).
Last week I took the shuttle bus from the Grand Hyatt Bangkok to the Hyatt Regency Hua Hin where it arrived at 5pm and the allocated room was still not ready as the guest requested (and paid for) a last minute late check-out until 6pm.
Inventory management should be one of the most basic tasks of any hotel yet it happens quite often that guests suddenly find themselves arriving and their rooms are not ready.
The same happened to me when arriving at the Hyatt Regency Hua Hin as noted above as the guest paid for a late checkout with very little to no advance notice (as per the staff, no idea if that was the truth).
The mistake in this case was due to the good intentions of the staff to upgrade me to a Regency Executive Suite but I ended up declining the upgrade and rather having a room immediately. Mind you it was 5pm at this point and I wanted to get changed and go for a swim before the sun disappeared completely.
Many guests who don’t have status however find themselves in such situation frequently, even for standard rooms. And holiday resorts are some of the worst offenders though certainly not limited to that kind of property.
If the room you booked is not ready then demand an upgrade to whatever category is available (in my case that included accepting a lower category room than they wanted to upgrade me to as a Globalist) as the standard Check-In time is 3pm in pretty much any hotel, in this case at the Hyatt Hua Hin it was even 2pm.
Not sure why they thought it was a good idea not having any room prepared for a 5pm arrival even if it’s the standard Regency Suite which I ended up with and which is actually much better for me due to direct pool access. It should be a given that no guest is happy when he arrives and has to wait for a room or change at a later point, let alone a top tier member.