I booked a 4-night stay at a TownePlace Suites and requested a 4pm checkout through the app and again at check-in, which was initially approved.
On day 2, I realized I needed to extend my stay by one more night. I booked an additional night separately (in a different room type since my original room was sold out) and again requested a 4pm checkout.
On the checkout day of my first reservation, the front desk called me around 9am saying I had to switch rooms. I reminded them I had a 4pm late checkout, but they said the hotel was sold out and I needed to switch by 1pm instead. I agreed, even though it was frustrating.
When I went to switch rooms, I explained the situation to another front desk agent, who said they understood and noted a 4pm checkout on my new reservation.
Later, I called again to confirm with housekeeping, but the same front desk agent told me they could no longer honor the 4pm checkout because the hotel was sold out and reduced it to 2pm instead.
I’m confused because I was originally granted late checkout twice, but it kept getting changed due to occupancy.
Is this normal hotel practice, or was this handled incorrectly?
7