A LoyaltyLobby reader sent us a question about early departure fees if the hotel you are staying at is not to your liking.
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Reader Question:
Would like to know how early departure works for flexible rates at Hilton, Marriott and IHG.
In the Hilton T&C it says: Early departure fees, deposit and cancellation restrictions may apply and vary by hotel.
But during online bookings and in my booking confirmations, don’t see anything mentioned related to early departure fees.
Think these things are important to know, because e.g. then you can leave the hotel / resort early in case you don’t like it, without any financial consequences.
Furthermore, in case early departure is free of charge, at what time at least you need to inform the hotel reception?
Did not look at the Marriott and IHG conditions, are they the same as Hilton (may apply & vary by hotel)?
This is an interesting question, as my advice is to leave if you turn up at a hotel that doesn’t meet the brand requirements or is otherwise simply badly run.
I walk away from a stay perhaps two to three times a year, usually at the time of checking in or shortly thereafter.
Over the last 22 years that I have lived at hotels, I have found that the check-in and overall arrival experience is a good indicator of what you have coming during the stay.
If the arrival and check-in experience is a disorganized disaster, so will the stay. It is easier just to cancel the stay and move to another property, and I have never paid a penalty for doing so.
Here are three examples from the top of my mind:
Sofitel Winter Palace Luxor
This hotel would be charming if it had been refurbished at some point in the past 30 to 50 years, but it hasn’t. The rooms are not even Mercure quality, and they are selling them under the highly misleading Sofitel branding.
I checked in and went to my room first and then to another room. I decided that this wouldn’t work and asked the front desk to refund the stay.
I booked Hilton Luxor in the lobby and took a cab (one of the ride-hailing services). What a night and day difference, although the Sofitel location would have been better.
Novotel Mexico City Centro Historico
The price of this property was very low, and there were also a couple of Accor promotions that I could for the stay, making it practically free, but I ended up walking away.
The front desk was highly disorganized, and the level of service was as if nobody had previously worked in a branded property. There was no bellman, as it was his day off.
I went to the room only to find out that the in-room phone was dead, the internet wasn’t working, and the AC was directly blowing into the bed.
The front desk canceled the payment, and I sat down and booked either the Sheraton or Hilton, and I am glad I did.
Sunscape Puerto Vallarta
There is a reason why these Sunscape properties are often referred to as Hellscape, and oh my, they are simply awful (what Hyatt is thinking).
The car entry showed me the entire list of guests checking in on that day or at the property with names, room numbers, and check in/out dates, and asked me to pin point mine.
The same happened at the front desk. again.
The club lounge had about five papers that I was asked to sign. Some of them referred to other documents and asked me to acknowledge that I had read them and that they would be available at the front desk. The front desk had no idea what these documents were or where they would be.
The entire lounge reeked of cheap vodka, and I wondered if they used it to mop the floor.
The last straw was that they asked me to wear a wristband for the duration of my stay, which I declined. I told them that I was more than happy to have the wristband with me, but I wouldn’t wear one, as I don’t have anything on my wrists, and I was not going to “advertise” where I was staying.
This was not possible, so I asked them to cancel my stay.
I then decided to take my flight back to Mexico City a day early and check in to a proper hotel.
Conclusion
I don’t think any hotel wants to hold you hostage, knowing that negative reviews on online platforms and complaints through the chain will follow.
Communicate why you don’t think they would be the right choice, cancel the stay, and move on.
The best hotel, where I canceled my stay and moved to another property, was the Waldorf-Astoria Maldives right after its opening.
There were way too many small service issues, so after two nights (I had a reservation for 10), I decided to move on. I booked the Saii for two nights and the W for five, and I couldn’t have been happier.
I have never had an issue shortening a paid stay, either. I usually let the front desk know at the time of checking in that I may have to leave early, and I will communicate with them the exact date at least a day earlier before I leave.
In general, I have found that hotels are more than willing to work with you, and obviously, having some program status doesn’t hurt either.
What have been your experiences when it comes to canceling or shortening stays, and whether you have had to pay penalties? Please comment below.
