The hotel was quite new and modern. Due to flight delays, I arrived two days later than planned. I had called ahead to ask the hotel to hold my reservation, which they kindly agreed to do. However, I was still charged for the two nights I didn’t stay. Interestingly, had I canceled and rebooked, I would have only incurred a one-night penalty—less than what I ended up paying.
While I understand that each hotel has its own policies and this may not be unusual, I was a bit surprised there was no effort to accommodate the situation—such as charging just one extra night or waiving part of the fee, considering the delay was due to circumstances beyond my control.
What really caught me off guard, though, was that after being charged for the additional nights, I was still told to "wait a while" for my room to be ready upon arrival. After waiting for about five minutes with no update or visible progress, I followed up with the staff. At that point, I was eventually given a room on a different floor, which had apparently been ready all along.
