Anonym användare
3 mars 2025
It was overall a pleasant stay until things turned downhill when we were about to checkout. I was aware the checkout time was 12pm, my friend and I were all packed up and ready to leave. Unfortunately, my friend had a stomach ache and had to use the toilet. We therefore stayed beyond the checkout time.
At around 12:20, a lady (who later turns out to be Ms Josephine Lam, General Manager of the Hotel) knocked on the door and I answered. I was very apologetic - I explained to her that my friend was not feeling well, and we will be out the door soon. She bluntly answered that they will be charging us HK$100 for delaying our checkout.
I was quite upset at the time as we did not want to cause any inconvenience to housekeeping unless it was necessary and clearly an emergency.
In addition, the hotel staff did not draw my attention to such policy during my check-in, particularly when this is clearly not the usual practice for Hong Kong hotels.
After we left the room to check out at the hotel reception, I tried explaining to the hotel staff that there was an emergency, but they insisted on charging us. By that time, my friend and I were both dissatisfied with their condescending attitude that is clearly unwarranted in this service industry. My friend was a bit emotional. In response, Ms Lam (the General Manager) began schooling us proper etiquette as if we were being disciplined, and even threatened to call the police on us (her guests!) if we continue to argue.
I tried to reason with them by explaining that (1) the check-in form that I signed did not contain the HK$100 late checkout charge policy, (2) my attention was not drawn to this additional hotel policy during my check-in, and (3) there was a toilet emergency and we did not ignore the check out time intentionally. Ms Lam then, with a disagreeable tone, agreed to waive the late charge on the condition that my friend shuts up.
Using $100 leveraged against me in order to prevent us from voicing out what proper service should be is frankly horrible.
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