The hotels with the latest check-in times were identified in a study by Which?, with the consumer body concluding that some hotel chains were cashing in by minimising guests’ time in rooms.
Which? looked at check-in and check-out times across 10 major hotel chains. It found that luxury chain Macdonald Hotels and Resorts had the latest check-in time of 5pm.
Macdonald Hotels and Resorts told Which? that its 5pm check-in is reserved for its self-catering apartments, where larger spaces and longer stays require more thorough cleaning. However, Which? pointed out that nowhere on its website is this made sufficiently clear.
Researchers noted there was a £29 additional fee for guests who wanted to check in early or check out late at the four- and five-star resorts.
Other chains criticised by Which? include Britannia Hotels (routinely rated the worst hotel chain) and EasyHotel, which both have a check-in time of 3pm and check-out time of 10am, giving guests just 19 hours in their room.
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Hotel chains with the earliest check-in times
Travellers keen to have a lie-in might find a Holiday Inn, Premier Inn or Travelodge stay more agreeable.
Among the chains Which? looked at, these brands were among the most flexible with a 3pm check-in and a 12pm check-out time, allowing for 21 hours in the room.
Much like budget airlines, Which?’s research shows that hotels are also now stripping away the basics and charging customers for privileges – such as an early check-in – that used to be free.
For example, Which? found the Sofitel Heathrow Airport hotel allows guests to add early check-in at the booking stage if they plan to arrive before 3pm, but it will cost an extra £90. The cost of staying beyond 12pm the next day is an even more eye-watering £120.
These flat fees are for customers who pre-book online and it’s a flat fee. However, guests can contact Sofitel directly to negotiate. A Which? researcher was quoted £20 for every additional hour past the midday check out time.
In comparison, Mercure charges £10 for every hour before 3pm check-in, so an 11am check-in would cost an extra £40.
Upselling opportunity
Which? also examined the practices of HotelFlex – a technology company designed to help hoteliers upsell those free hours. It advises hotels to ‘Just sit back and count the money,’ and uses automation to predict the departure and arrival time of guests, so hotels can better target sales of early check-ins and late check-outs.
Which?’s investigation found that some hotels are potentially cashing in by selling rooms twice within 24 hours. The consumer champion found one property in London St Pancras offers day-only bookings between 10.30am and 3.30pm costing £70.
That timing is convenient given the 10am check-out and 4pm check-in, and that it takes around 30 minutes to clean the average hotel room. The listing is advertised on Dayuse, which is a Booking.com style website for guests who want to book a room for a few hours in order to make the most of the hotel’s amenities rather than stay overnight.
Which? pointed out that if hotels sell their rooms overnight and again in the day, this provides them with more opportunities to make more money from guests.
How to avoid extra hotel fees
Which? found there were several ways to access a hotel room early without paying through the nose.
In many places, guests can simply ask on arrival rather than paying in advance for early check-in.
Hotel loyalty schemes are also a good way to avoid these fees. Which? found that members of Marriott Bonvoy’s free-to-join Ambassador Elite programme can check in to hotels at 9am on arrival day and check out as late as 9pm.
Similarly, American Express Platinum cardholders can secure rooms from 12pm at participating hotels, including Four Seasons and Hilton hotels worldwide.
Rory Boland, editor of Which? Travel, said: “Hotel guests by no means expect a full 24 hours in their room, but it’s no wonder an increasing number of us feel short-changed when some hotel chains are not just shortening our stay, but then trying to upsell early check-in or later check-out back to us.
“If you are paying for a special night away, there are some ways you can access your room early, like accessing loyalty schemes. Some hotels might also let you use facilities like the pool or spa before you check in, so make sure to try and utilise this as much as you can.”
