Late Arrival - Check-in Closed

andishdi

Hi Guys,

I had to travel to Germany for work last week and was booked for one night into a 4* hotel.

The short version is the flight was delayed, huge queue at car rental place then a long drive... Didn't arrive at the hotel until 01:50.

Arrived to find the hotel locked up and the lights off - tried calling several times, checking to see if there was an out of hours number to call but there wasn't. After 30mins I gave up and drove to my company's office... To add insult to injury the hotel had the cheek to send an invoice the following day for not turning up for the booking!

Does anybody know what my rights are? I'm clearly unwilling to pay for the pleasure of napping in my company's lobby, rather are there any rights or regulations that apply and is there some regulatory body I can discuss the hotels conduct with?

Alternatively am I in the wrong and is it my fault for not anticipating they might close reception? Should I at some point have called ahead?

Thanks guys.

z1a

I would expect any 3* or over would be staffed at reception desk 24hrs.

ttoli

rather depends on the terms and conditions of who you booked with , Agent or direct ?

Westin

Which hotel and through whom did you book?

Have you looked at the hotel/booking agent details to see if any checkin restrictions?

andishdi

It was booked direct but through someone at the company I work for, I'm keen on having a word with them tomorrow to find out if they've spoken with the hotel.

The hotel in question is Parkhotel Schillerhain GmbH, I haven't checked their T&Cs so that's probably my next job.

custardy

according to Booking.com its till 10pm

https://www.booking.com/hotel/de/parkhotel-schillerhain-gmbh.en-gb.html

Dont know if thats accurate of course.

unforeseen

Check in time is 3PM to 10PM.

gettingtheresometime

I couldn't believe what the OP was saying was true but it does appear that way.....looks like reception is shut after 10pm.

I assume that the person making the booking was informed of the reception hours; if they were I'd want to know why they hadn't told me.

If you did know of the restrictions did you try & contact the hotel?

comeandgo

I don't think the hotel has done anything wrong. I don't think you did anything wrong. How late was the flight? Do you have any claim against airline for late arrival? Next time ask staff to book you into somewhere with 24 hour reception.

gettingtheresometime

custardy wrote: »

according to Booking.com its till 10pm

https://www.booking.com/hotel/de/parkhotel-schillerhain-gmbh.en-gb.html

Dont know if thats accurate of course.

I assume it is because one of the reviews on trip advisor refers to not being able to get back in if you go out before 7am

unforeseen

custardy wrote: »

according to Booking.com its till 10pm

https://www.booking.com/hotel/de/parkhotel-schillerhain-gmbh.en-gb.html

Dont know if thats accurate of course.

Expedia & hotels.com say the same so that looks like the hotel policy