Investigation Exposes Leading Hotel Chains Shortchanging Guest Stays

Hotel Check-In Chaos: How Shortened Stays and Hidden Fees Are Costing Travelers

A Which? investigation has exposed a growing trend among hotels: shrinking check-in/out windows and hidden fees for basic access, leaving travelers with less time to enjoy their stays. The study of 10 major chains, including Macdonald Hotels and Resorts, Britannia, and Holiday Inn, revealed stark differences in policies, with some guests getting as little as 17 hours in their rooms despite paying for a full night.

The Worst Offenders

Macdonald Hotels and Resorts topped the list, offering a mere 17-hour window (5 PM check-in, 10 AM check-out) for its self-catering apartments. The chain defended the policy, citing extended cleaning needs for larger rooms, but Which? found this explanation buried in fine print. Guests requesting a 3 PM check-in or noon check-out faced a £29 fee.

Other short-stay chains included Britannia and easyHotel, offering 19 hours (3 PM to 10 AM), while Holiday Inn and Travelodge provided more flexibility with 22 hours (3 PM to noon).

Sky-High Fees for Basic Perks

The investigation highlighted extreme cases, such as Sofitel Heathrow Airport Hotel, charging £90 extra for check-in before 3 PM and a staggering £120 for check-out past noon. Some hotels use dynamic pricing tools like HotelFlex, which predicts guest arrival/departure times to maximize revenue. This tech fuels aggressive upselling, with travelers bombarded by texts asking for arrival times—the later you arrive, the more hotels profit.

The "Double-Booking" Loophole

Some hotels exploit tight windows to sell rooms twice daily. A London hotel near St. Pancras offered a "day rate" from 10:30 AM to 3:30 PM for £70—just 5 hours—while enforcing a 10 AM check-out and 4 PM check-in. With rooms taking 30 minutes to clean, guests effectively pay premium prices for fragmented access.

How to Beat the System

Which? recommends:

Ask at Check-In: Staff often grant free early access if rooms are ready.
Loyalty Programs: Marriott Bonvoy’s elite members enjoy 9 AM check-in and 9 PM check-out. American Express Platinum cardholders access rooms at noon in chains like Hilton.
Use Facilities Early: Pools or spas may be available pre-check-in.

Industry Backlash

Rory Boland, Editor of Which? Travel, criticized the shift: "Guests don’t expect 24-hour access, but being charged for what was once free is unfair. Always check loyalty perks—they’re a game-changer."

Macdonald Hotels responded, clarifying that the 5 PM check-in applies only to self-catering units, with most hotels offering 3 PM check-in/11 AM check-out. "Our policies align with industry standards," a spokesperson stated.

The Bottom Line

While hotels argue operational needs, travelers face a fragmented experience. By leveraging loyalty programs and questioning fees, guests can reclaim some value—but the trend of "pay-to-stay" convenience shows no signs of slowing.

Featured Image: A frustrated traveler at a hotel front desk (Source: Getty Images)

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