Today a customer stomp into our agency with a hotel bill and wanted to complaint. This customer just came back from Bangkok few days ago. and now wanted to complaint that hotel (Centrepoint Petchburi15) charge her extra while she checks out... If she refuse to pay the charges (about 3000 baht), hotel refuse to let her go to her room to collect her luggage... She also demand that we refund her the amount she paid to the hotel....
Our Bangkok side already inform us that, this customer went shopping and did not check out of the hotel till 4pm.. Hotel check out time is 12pm.. The hotel staffs tried to contact this customer but unable to find them, as they are out of the hotel, doing shopping... When they finally check out in the late afternoon, the hotel charge them extra... Centrepoint Petchburi 15 has a good security feature.. once if the customer do no check out by 12pm.. their room door card will not be unable to access after that.. so no choice this customer have to pay up so that the hotel can reprogram the card for them to access their room.
I told this customer that, the hotel reserved the right to charge extra if customer did not check out on time.. (most hotel will charge 1 more night rates) and this is between the customer and the hotel.. (since she check out late).. She keep telling me that she is a regular traveller and has also been leading groups overseas.. Then she bloody well know what is the standard check out time... If she think it is unreasonable, she can seek to talk to the hotel while in Bangkok... and not till return to Singapore and start screaming at us and demand for a refund.. She
used the room she has to pay.. The hotel main business is to sell their room.. of course hotel does not tolerate guest who overstay and resulting them unable to get ready the room for the next guest.. or and in worst case unable to sell the room..
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