We had a lovely stay up until checkout. Your standard checkout time is 10 AM. Last night, my mom was told that extending checkout to 11 AM wouldn’t be a problem she was simply instructed to call in the morning. She called me around 8:30 AM today to confirm she’d like a late checkout, since I had booked both rooms and she had arrived late after a long day at Disneyland with her friends.
When I called, I was told that because I had two rooms, I could only receive a late checkout for one due to a large incoming party. That made no sense. The rooms were not even in the same building, let alone near each other, so I don’t understand why that would be an issue.
We had also experienced poor customer service at check-in. Susan at the front desk was extremely rude and unwelcoming both when we arrived and again when we called about late checkout. Frankly, she should not be in a customer-facing role. When I asked to speak with someone else, she transferred me to Denise, who backed up Susan’s decision without any real consideration of the circumstances. She also didn’t seem to care when I said this interaction would impact my review and future stays.
The restaurant was excellent and the rest of the staff we interacted with were warm, helpful, and kind. I ask for the Manager Patrick and have never received a follow up.
You should not be penalized for booking two rooms.