Home > Uncategorized > About hotel check ins

About hotel check ins

So you’ve caught the red-eye to your destination. If it was a good airline they probably woke you up a couple of times on your short flight to check if you were hungry or thirsty or just sleeping!!!

Then you endured half an hour of jostling at customs, immigration, baggage claim. And finally the bus/taxi/train ride to your hotel.

All you want is a shower and a cup of coffee or the other way round.

But not just yet.

Your first stop is the Hotel reception.

The first thing that strikes you is how well groomed the staff all are. And it contrasts significantly with your red eyed, bed ragged look.

Acceptable, you won’t see them again or if you do they won’t recognize you in your suit and slicked back hair..for some of us.

But then they try to engage in conversation. How was your flight? Where are you coming from? Have you been here before? Etc. And you grunt your way through the responses and escape to your room. Leaving them thinking you to be a stuttering, uneducated, illiterate idiot.

That is my first question to the hotels.

Unless the intent is to humiliate your guest, is there a way to make check in, especially the early morning ones, anonymous? Like airline check in counters? Swipe your passport, your credit card, take your key and go. We’ll chat some other time. You know where I’ll be anyway.

Those technologically challenged of course have the option of the human interaction.

I think the hotel staff would be happy to not have to face grumpy check ins as well.

2 days ago I arrived at The Westin Tokyo after an overnight from Singapore and went through the shaming ritual. And this being Japan the staff are over attentive and outstandingly well turned out.

And if any of them are reading this..I am not really a crumpled clothed, unshaved sort of guy!

The alert well traveled reader would have spotted the next challenge immediately.

The one of ‘Our official check in time is 2 pm’.

In my experience, unless you are a real shirker, you arrive at your destination early in the morning, or late at night to maximize your time in the new city.

Yet, hotels are stuck in the old ways and this particular ritual strikes me as the most customer unfriendly gesture in an other wise customer tuned and focused operating business.

So you end up paying for the night before, for a room that you didn’t use.

This week I was scheduled to reach the hotel at 10 am, and it did seem a criminal waste of money to pay for the whole previous day and night just to get a room when I showed up.

When I booked I was told ‘We will try, but no guarantees’.

Sure enough when I arrived I was told that as I was arriving well before check in time, I would have to pay extra for the room. And I was levied a 25% charge, as against the ‘usual pre booking and paying for the whole night’. Having no choice I agreed.

And I was offered a late check out. Something I did not need as I was leaving the hotel at 8 am on check out day.

They were unwilling to swap the late check out for the early check in too.

To my mind that is a double whammy.

Pay more for arriving early and then being given incremental time that cannot be used.

This post is not just a complaint about this incident, but more wondering why hotels have not changed their model with time.

I guess having discipline around check in and check out ensures guaranteed room availability at a certain time and beyond.

But this discipline inconveniences the customer who this business is targeted at anyway.

Here’s a suggestion.

Can we have three check in times available for guests?

For instance : One at 9 am. One at 12pm or 2 pm as current. And one at 6pm.

And similarly check outs at 9 am, 12pm or 2pm and 6 pm.

A guest checking in at 9 am and beyond has to check out by 9 am on his day of departure.

If she/he checks out between 9 and 12 then there will be a 25% surcharge to the room rate.

A check out between 12 and 6 gets a 50% surcharge. And a check out after 6 pm is deemed a whole extra day.

This has a few advantages to both parties

From the guest perspective

Gets a room when she is most likely to arrive.

Has access to the room for a 24 hour cycle, which maximizes  utility.

Can buy incremental blocks of time on payment. Great help at check out, when you have a late night flight.

From the hotel perspective

Formalises the early check in/late check out through a published method

Rooms get available in batches distributing the house keeping staff work load

Cuts queues at check out as people are not trying to beat the 12 pm check out

And of course a happy customer

Wonder when a hotel chain embarks on 24 hour check outs and banishes this particular issue that bothers travelers around the world.

Or is it only me?

Thoughts any one?

Advertisements
Categories: Uncategorized Tags: , ,
  1. April 7, 2010 at 9:56 am

    Greetings Mr. Vasudevan:

    Thank you very much for your comprehensive piece about hotel check-ins. Your entry was very insightful triggered much discussion amongst our management here at The Westin Tokyo.

    However, first and foremost may I extend a heartfelt apology on behalf of the entire staff and in particular the Front Desk for the inconvenience caused at your check-in upon your last stay with us. Understandably, after a long flight and feeling fatigued, the experience noted in your blog is not quite the Westin Tokyo experience we intend for our guests.

    ‘Personal’ service is a core value of the Westin Brand, and here at The Westin Tokyo we take great pride to deliver on this promise.

    Thus, we will take up the challenge and look into ways, to deliver flexible check-in and check-out times to make the arrival experience truly a ‘personal’ one in recognizing this significant need of our cherished guests. Whilst there are many challenges in resolving this issue, we will do everything in our power to be the first hotel to offer a satisfactory solution to this issue.

    In the meantime, should we be able to be of assistance with your travel needs to Tokyo or any other destination, please do not hesitate to contact us.

    We look forward to serving you again in the very near future and thank you for throwing out this challenge.

    Yours sincerely,
    Mirei Ri
    E-Business Coordinator, The Westin Tokyo
    mirei.ri@westin.com

  2. Alfredo
    April 9, 2010 at 4:08 pm

    Amazing that someone at the Westing Tokyo found your blog entry and acted upon. That’s incredible. That’s customer service at it’s best.

  3. April 10, 2010 at 5:24 pm

    I’m really impressed that they’re screening – and reacting to – all media, especially blogs.

  1. January 2, 2011 at 12:28 pm
  2. February 15, 2011 at 9:39 pm

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: