As a point of comparison, allow me to describe my welcome at the Hollywood Celebrity Hotel where I arrived exhausted from my Sydney flight at 7:45 am. I was greeted with a big welcoming smile and told my room was ready.
So, how was I received at the Sonesta?
I arrived at the Sonesta at 1pm. I was told my room was ready but I would need to pay USD50 to be allowed in. I said, “If the room needs extra work I am happy to pay, but if the room is ready why should I pay?” “It’s policy”, I was told. I refused to pay the early arrival policy fee, but they did concede to look after my bag until the allowed time.
She then requested a deposit and full payment for my room. “OK. Here’s my Mastercard debit card. As it does not have my name on it, but I have a PIN”. (In practice, no other hotel or vendor in the USA had any problem with my Mastercard or needed my PIN).
“I’m sorry. We can’t accept that card. It’s our Policy. Do you have another card?” The General Manager came out and we went around circles with increasing anger on both sides. I tried to explain that Sonesta Policy is not the law of California. My first lesson in sales is that you can never win an argument with a customer. Finally, I gave them my personal card so I could get on with business.
I am now left with trying to explain to our accountant what happened and the paperwork entailed. What a time waster and unnecessary stress. They must also have a policy of not issuing “smiles”. I expect there is a “smile surcharge policy”.