We were not able to check in. When we arrived, the door was closed. There was a sign on the door saying to call a number if the door was locked, so I called. A lady answered and told me we were late for check in. She said the latest check in time is 11:00 pm. We arrived at 11:20 pm due to a late flight.
I asked if there was any way we could still check in, but she said there was nobody on site to check us in. She said this policy was disclosed on their website, but I did not see it anywhere. Because of this, we lost our money for the stay and had to find another hotel room late at night.
We have stayed here before, and the place is nicely renovated. However, for a hotel to have no staff on site at night is pretty surprising. I booked through Hotels.com.
I later checked the rules and restrictions, which state, “No refunds will be issued for late check in or early check out,” but it does not clearly state what time the latest check in is. The lady on the phone told me it was 11:00 pm, but we arrived at 11:23 pm.
I have never stayed at a hotel that denied a reservation like this. I often travel late, and many hotels allow check in past midnight. The latest check in time should be clearly stated on the website to avoid situations like this.