I was informed that we were past the cut off time for checking in, so there was no longer a room for us. I was asked if we had called ahead, which I said “no”. The attendant stated that if I had, they could have put a note in the file, and she could have overridden the check in policy. I asked what if I said “yes,” but there was no note in the file. She stated that it could have been overridden and corrected by management the next day.
I asked the attendant if I could speak to the manager who would have been able to make that override, so that my family could have a room for the night…to which I was informed that they were at home sleeping.
I told the attendant that I’ve never run into this before…what happens if someone’s flight is delayed? I was told “this is a Holliday Inn Express…things work a little differently here because it’s an Express.”
I asked what if anything she could do to get a bed for my 2 and 4 year old kids to sleep in…to which she said she could check me in at 3pm tomorrow during check in time.
Thankfully, Expedia was able to provide me a refund directly, and I was able to get a room at the Marriott across the street with a single call and no questions asked by their staff.