This has happened yesterday after a busy week and a sold out night.
A guest arrived around 9am when clearly check in time is 3pm. As it is stated literally everywhere. I also told her this on arrival. Also stated that if I am able to get you into a room before 2:30 there would be an additional early check in fee. She was fine with that.
Due to being sold out and over 40 check outs in our 51 room facility and only 3 housekeepers and some maintenance issues, check in would be closer to 3pm, (which btw, I am stickler for this rule. Check in time is check in time.) I informed her that I would happily hold her luggage for her at no charge and she should enjoy this awesome SF day! Not even one hour later she came back and here is what happened.
Lady: 10:44am "is our room ready yet?"
Me: "It hasn't even been an hour since you were here and as I stated before we will have a room closer to our check in time at 3pm"
Lady: "okay then. May I sit in the lobby?"
She decides to sit down and her 3 kids come in from outside..she whispers something in each of the children's ears and suddenly the kids start running wild all over the place. this went on for about 20 minutes before I said the following:
Me: "I'm sorry, but your children are trying to come behind the desk, making a mess in our coffee area and just being too wild in this small lobby."
Her: "Get me in a room and I will make them stop."
Me: "I told you before, I don't have any rooms at the moment."
Her: "Then I guess you have to deal with it until you get me into a room."
I didn't think that would work, but it did! She left... It was 2:55 pm when she came in the door and I am getting my belongings to leave, I had just changed out of my work shirt and I hear the following from the back room to the staff member who had relieved me.
Her: "Um...We have been here for 6 hours trying to check in. You need to comp my room for the night since we waited so long."
It was at this moment I stepped out and the look on her face was guilt.
Me: "You arrived on the property at 9am. I then told you that you wouldn't be able to get in your room until 3pm. It is 2:55pm and again our check in time is 3pm. According to us you have not waited. As a matter of fact you are getting in your room 5 minutes early."
She got a shocked look on her face.
Her: "But I was here at 9am."
Me: "Exactly, but again, check in time is 3pm. Any earlier than that it's on you and you are not getting a comped night because you chose to show up 6 hours early. That is all on you and not on the hotel."
I stayed while the next shift checked her in. She quietly went to her room. This morning she checked out before 7am when I arrived and left us a 4 star rating on Yuckspedia. Seems she just needed someone to put her in place, which I love to do.
Funny thing is, people have tried this before and every time, I tell them like it is.