Dosh dilemma: Fay’s £55 late hotel checkout shock

With a job interview in a new city, Fay had a big day ahead. She’d planned everything down to the last minute. Her hotel stay was just a night and the check-out time was 11am. She had worked out she’d have enough time to have breakfast, shower and prepare for the interview at 1pm.

But, the prepping took a bit long than expected and by the time she got to the reception it was 11.25am.

“You’ve missed check-out”, the receptionist told her abruptly, “that will be a late fee of £55.”

Fay was livid, she was only 25 minutes late and wants to know if she’s got any rights!

What are your rights when you’re late checking out?

Well Fay, we feel your pain. A hefty price for running a bit behind, especially when nerves are high.

But whether that charge is fair depends on a few key things.

Hotels set check-in and check-out times to manage bookings and cleaning schedules. If guests stay beyond their check-out time, it can disrupt the next booking.

Many hotels, however, offer some flexibility. As the travel site Kayak points out, a short grace period for check-out is often granted as a courtesy, especially if you request it the night before or on the day.

But if you haven’t asked in advance and you overstay your slot, the hotel can charge a late check-out fee. These can range from £15 to the cost of a full extra night.

Was the fee fair?

Whether a fee is fair depends on:

• was the check-out time clearly stated when you booked?
• were late fees explained up front?
• does the amount seem reasonable for the time overstayed?

If there was no clear mention of the fee or it seems excessive, you might have grounds to challenge it.

What can you do if you want to complain?

If you think the fee was unfair, here’s how to raise a complaint:

• Speak to the hotel first. Ask for a formal complaint form and request a signed copy.
• If you booked through a travel agency or website, take it up with them.

If that doesn’t get results, contact a trade body like:

• ABTA (The Travel Association)
• The Association of Independent Tour Operators
• The Travel Trust Association

ABTA has an online complaints hub where you can make a complaint about an ABTA member. 

We hope this helps Fay and remember always double-check check-out times and ask in advance if you might need more time.

That five-minute request could save you a £55 sting.