Most hotel chains, like airlines, offer the opportunity to check in online, either on a web page or through an app. But, as a recent article on The Points Guy website points out, checking in to your hotel that way doesn’t always mean you’ll get your room.
Hotels, also like airlines, have historically oversold capacity during peak times knowing that some travelers won’t show, and ‘walking’ customers to nearby hotels, often of the same chain can usually solve the problem if too many show up. But Ethan Steinberg’s TPG report points out that in the old days, the guest who was ‘walked’ hadn’t already checked in to the hotel.
Now, with online check-in the case is different. The guest has checked in through the app and assumes that’s all that needs to be done. Then, for one reason or another—delayed flights being a common cause—the guest arrives later than the expected time and finds the room has been given to another guest.
Steinberg points out that in the increasingly complex world of hotel loyalty programs who gets walked may depend on elite status, corporate contracts, length of stay and even may involve preference for a non-discounted customer. Best bet: arrange guaranteed late arrival with the hotel, and notify the hotel of any expected delays.
