A hotel guest who checked in via mobile app experienced a disputed billing discrepancy when an initial $35 early check-in fee was billed as $75 at checkout, leading to an argument with front desk staff and management. The traveler, who visited New York City for a birthday theater trip, stated that staff members refused to adjust the charge and ultimately told him to dispute the transaction with his credit card company.
Mobile App Check-In and Front Desk Discrepancy
The guest submitted a request for a noon check-in through the hotel’s mobile application. The app responded that early arrivals could not be guaranteed prior to noon and did not quote any additional fees. Upon arriving at noon without a room ready, front desk clerk Nimi informed the guest that an early check-in would cost $35. After sitting in the lobby for roughly 20 minutes, the guest returned to the desk, agreed to pay the $35 fee, and was promptly assigned a room.
At the end of the stay, the final invoice listed an early check-in charge of $75 rather than the quoted $35. When the guest addressed the discrepancy at the front desk, both Nimi and a manager asserted that no $35 price had been quoted. Both staff members declined to modify the bill. When the guest mentioned potentially disputing the charge through a credit card issuer, the manager told him to proceed with the dispute.
Customer Dissatisfaction and Hospitality Concerns
The guest noted that while staff members are entitled to support employees, the refusal to acknowledge an honest misunderstanding damaged the overall experience. The traveler stated that he frequently visits New York City for theater productions and had intended to make the property his regular accommodation choice. Following the unresolved billing dispute, the guest confirmed he would not return to the hotel.
Incident Summary
- Requested Arrival: Noon via mobile application.
- Initial Quoted Fee: $35 from front desk clerk Nimi.
- Final Billed Amount: $75 on checkout invoice.
- Management Response: Refused adjustment and told the guest to dispute the charge.