Controversial New Rules for Guests

macdonald Hotels and Resorts, a prominent luxury hotel group in teh UK, has recently implemented a new policy regarding check-in and check-out times, causing ripples throughout the hospitality sector. Guests are now permitted to check in at 17:00 (5 PM), but are required to check out by 10:00 AM the following day. This drastically reduces the time guests can utilize the hotel’s rooms and amenities to just 17 hours, significantly less than the industry average of 21-23 hours.

Industry Backlash and Competitive Comparison

The announcement of this policy was met with swift criticism from various industry players, including well-known hotel chains such as Hilton, Mercure, and Easyhotel. These competitors voiced concerns that MacDonald Hotels’ new rules could be perceived as unfriendly to guests, perhaps impacting customer satisfaction and loyalty.

To put this into outlook, consider the check-in and check-out times of other hotels. For example, Britannia Hotels, often ranked poorly in customer surveys, offers a 15:00 check-in and 10:00 check-out. In contrast, Premier Inn, Travelodge, and Holiday Inn typically allow guests to check in at 15:00 and check out at noon, providing a more generous 21-hour stay.

The Origin of the Dispute

The controversy began when Which?,a UK-based consumer review and suggestion service,highlighted MacDonald Hotels’ new policy. This prompted a response from the hotel chain, clarifying the scope of the new regulations.

MacDonald Hotels’ Response: A Matter of Interpretation

According to a MacDonald Hotels spokesperson, Which? misinterpreted their management policy. The spokesperson stated that the 17:00 check-in time applies specifically to their self-catered apartments,not to standard hotel rooms. These apartments, generally larger and intended for longer stays, require more extensive cleaning and readiness.

What is clear, if guests want to check in at 15:00 or sleep until noon, the hotel will charge an additional fee of 29 pounds sterling (Rp. 637 thousand).

MacDonald Hotels Spokesperson

Though,Which? countered by stating that there was no initial indication that the altered check-in time was exclusively for apartment accommodations.

Hidden Costs: Early Check-In and Late Check-Out Fees

The debate also brought to light the practice of some hotels charging ample fees for early check-in or late check-out. for instance, at the Sofitel Heathrow Airport Hotel, guests requesting an early check-in may incur a fee of £90 (approximately $115 USD), while a late check-out could cost £120 (around $153 USD). However,Sofitel notes that these fees are negotiable with the reception staff.

Clarification from MacDonald Hotels

A spokesperson for MacDonald Hotels emphasized that the information presented by Which? was misleading due to its failure to differentiate between hotels and self-catered resorts.

Time check-in We remain consistent for decades. In accordance with industrial norms,guests can check-in At 15.00 and check-out at 11.00 in most of our hotels without additional fees. Guests will find individual check-in time for each of our 30 properties that are clearly displayed on the appropriate hotel homepage.

MacDonald Hotels Management

The spokesperson further clarified that the later check-in time of 17:00 is exclusive to ten resorts offering self-catered services, which involve unique guest experiences and extended stays. These units necessitate more thorough cleaning and preparation to maintain the highest standards.