It is not usual, a check-in that ends up at 5pm, but there was the notification to contact them to "make arrangements", so I called to try to make those arrangements less than an hour after the booking, as I could only be there at 7pm. I was told there was a late check-in fee that in my case, 400dkk, would amount to 30% on the overall booking price, and this fee was not disclosed upfront anywhere, and it was a non refundable booking. I asked the hotel where was that fee stated during the booking process. To no avail, they suggested me to talk to hotels.com so that they would put that info available to customers. I called Hotels.com support, they allegedly got in contact with the hotel, and told me they couldn't do nothing, I had to pay this fee that they did not know about, and that by the way was now 450 dkk. I was careful enough to ask both the hotel and Hotels.com what if on my arrival the fee suddenly changes to another even higher value, as it was never stated anywhere, what would prevent this situation from happening? I did not get an answer, unfortunately. I cancelled. I hope both the hotel and hotels.com enjoy the money, make good use of it. There's more to life than money. P.S.: I received finally a message from the hotel stating the late check-in fee, 8 hours after the booking time. Great. Thank you very much. I will consider being your customer eventually if there is no one else providing this service on the face of the earth.
It is not usual, a check-in that ends up at 5pm, but there was the notification to contact them to "make arrangements", so I called to try to make those arrangements less than an hour after the booking, as I could only be there at 7pm. I was told there was a late check-in fee that in my case, 400dkk, would amount to 30% on the overall booking price, and this fee was not disclosed upfront anywhere, and it was a non refundable booking. I asked the hotel where was that fee stated during the booking process. To no avail, they suggested me to talk to hotels.com so that they would put that info available to customers. I called Hotels.com support, they allegedly got in contact with the hotel, and told me they couldn't do nothing, I had to pay this fee that they did not know about, and that by the way was now 450 dkk. I was careful enough to ask both the hotel and Hotels.com what if on my arrival the fee suddenly changes to another even higher value, as it was never stated anywhere, what would prevent this situation from happening? I did not get an answer, unfortunately. I cancelled. I hope both the hotel and hotels.com enjoy the money, make good use of it. There's more to life than money. P.S.: I received finally a message from the hotel stating the late check-in fee, 8 hours after the booking time. Great. Thank you very much. I will consider being your customer eventually if there is no one else providing this service on the face of the earth.
