I am writing to express my extreme dissatisfaction with the way my late check-out request was handled on 11th May . After a long flight and a late check-in at 3:00 am, I confirmed a late check-out by 3:00 pm with the staff during booking and again at check-in.
Unfortunately, due to personal reasons, I had to leave the hotel for a few hours in the afternoon. Upon returning around 2:45 pm, I found my room locked, which I understand. However, when I politely requested access for a mere 10 minutes to freshen up before leaving, the receptionist flatly refused.
This lack of flexibility, despite the confirmed late check-out, was completely unacceptable. Being offered to have my luggage brought down instead of a quick freshen-up added insult to injury. This experience significantly impacted my stay at your hotel.
While I appreciate general courtesy, basic guest needs like freshening up after a long journey should be considered, especially when a late check-out has been confirmed. This incident has definitely made me reconsider staying at your establishment in the future.
I urge you to review your late check-out procedures, particularly for guests with confirmed arrangements. Perhaps offering a short grace period for freshening up, even if a full late check-out isn't possible, would be a significant improvement.