Can you get walked from a hotel if you check in online?
Reader Questions are answered twice a week by TPG Senior Points & Miles Contributor Ethan Steinberg.
Airlines and hotels are in the business of making money, and since a percentage of travelers will inevitably no-show for their reservations, this incentivizes hotels to sell more rooms than they actually have to maximize revenue. When this happens, some travelers will end up getting "walked," or accommodated at a different hotel and likely/hopefully compensated for their inconvenience. TPG reader Jeff wants to know if he can still get walked from a hotel if he checks in online ...
[pullquote source="TPG READER JEFF"]This week I used the Marriott app to check in for a stay. Due to flight delays I showed up late and the check-in agent told me they gave my room to someone else. Have you ever head of this before? I thought once I checked in I'd be all set.[/pullquote]
For more TPG news delivered each morning to your inbox, sign up for our daily newsletter.
Depending on where you're traveling, getting walked might consist of moving down the street to an equal quality hotel operated by the same brand, or it may mean a serious downgrade and a move across town to find your new room. Hotels want to keep their most important (and most profitable) guests happy, so each property will have a slightly different internal policy for who they decide to walk.
Given the delicate nature of this situation, and the massive variation between properties, these policies are usually set by the individual hotels and not the corporate chains. For example, you wouldn't necessarily walk a guest from the St. Regis New York the same way you would from the Courtyard JFK. This means that if a hotel finds itself oversold, they'll usually rank their arriving guests based on some combination of the following factors:
- Elite status
- Room rate (i.e. who paid the most)
- Length of stay
- Corporate contracts
However, arrival time is also an important factor. As Jeff noted, he arrived at the hotel late because his flight was delayed. Especially when there are weather issues impacting inbound flights, a hotel knows that the later it gets, the greater the odds are of a guest no-showing. Arriving early or on time isn't a guarantee that you won't get walked, but arriving late definitely doesn't help your chances.
Related: Trip delay reimbursement and the credit cards that offer it
This question also raises the interesting point that "checking in" online or through a hotel's mobile app is not the same as checking in in person. While some hotels will issue mobile keys without making you stop at the desk, in many hotels (especially outside the U.S.) you aren't really checked in until you've provided your ID and a credit card for incidental charges in person at the check-in desk.
Getting walked is not a fun way to start a trip, but assuming the new hotel isn't too convenient Jeff might actually come out ahead once he factors in the compensation that he's entitled to. All hotels should offer some form of compensation, either cash or points, when they walk a guest, but Marriott explicitly spells out the compensation that its elite members are entitled to depending on what brand they get walked from.
Related: What compensation are you owed when you're walked from a hotel?
Bottom line
Unfortunately for Jeff, checking in online is not sufficient to ensure you don't get walked if a hotel is oversold. Having elite status, a corporate rate agreement or paying for a more expensive room will help your chances, but there's no replacement for simply showing up on time. If you have a delayed flight and are worried about arriving late to the hotel, you can always try to call or message them and ask them to hold your room.
Thanks for the question, Jeff, and if you're a TPG reader who'd like us to answer a question of your own, tweet us at @thepointsguy, message us on Facebook or email us at info@thepointsguy.com.
TPG featured card
at American Express's secure site
Terms & restrictions apply. See rates & fees.
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 5X | New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App. |
| 3X | Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines. |
| 2X | Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Pros
- Valuable dining and food-related credits
- Flexible rewards with airline and hotel transfer partners
- Multiple travel and purchase protections
- No foreign transaction fees
- Access to Amex Offers for additional savings (enrollment required)
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $8,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- New! Earn 5X Membership Rewards® points on prepaid hotel stays booked through AmexTravel.com or the Amex Travel App.
- Earn 3X Membership Rewards® points on flights booked through AmexTravel.com, the Amex Travel App, or purchased directly from airlines.
- Earn 2X Membership Rewards® points on prepaid car rentals booked through AmexTravel.com or the Amex Travel App and cruises booked and paid through AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- Pay It® lets you tap in the American Express® App to quickly pay for small purchase amounts throughout the month and still earn rewards the way you usually do. Plan It® gives you the option to split up big purchases into equal monthly payments with a fixed fee. You’ll know upfront exactly how much you’ll pay.
- Updated! $120 Dining Credit: Earn up to a total of $10 in statement credits monthly when you pay with the Gold Card at Grubhub (including Seamless), Buffalo Wild Wings, Five Guys, The Cheesecake Factory, and Wonder. This can be an annual savings of up to $120. Enrollment required.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year at over 10,000 qualifying U.S. Resy restaurants after you pay for eligible purchases with the American Express® Gold Card. That’s up to $50 in statement credits semi-annually. Enrollment required.
- $84 Dunkin' Credit: Earn up to $7 in monthly statement credits after you pay with the American Express® Gold Card at U.S. Dunkin’ locations. Enrollment required.
- $120 Uber Cash on Gold: Enjoy up to $120 in Uber Cash annually with your Gold Card. Just add your Card to your Uber account and you'll get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an Amex Card for your transaction.
- New! As an American Express® Gold Card Member, you can enjoy complimentary Hertz Five Star® Status. Enjoy benefits like skipping the counter at select locations, adding an additional driver at no additional cost*, and vehicle upgrades**. Benefit enrollment and Hertz Gold+ registration are required. *Additional drivers must meet standard rental qualifications and must be a spouse or domestic partner to qualify as complimentary. Other additional drivers subject to fees. **Benefits are subject to availability and vary by location. Additional Hertz program Terms and Conditions including age restrictions apply.
- Take advantage of a $100 credit towards eligible charges* at over 1,300 upscale hotels worldwide when you book The Hotel Collection through AmexTravel.com or the Amex Travel App **. *Eligible charges vary by property. **The Hotel Collection requires a two-night minimum stay.
- Book your travel through the Amex Travel App with added peace of mind – backed by American Express® service and support. Only for American Express® Card Members.
- Whenever you need us, we're here. Our Member Services team will ensure you are taken care of. From lost Card replacement to statement questions, we are available to help 24/7.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.