DennyP Travel
Posted By: koolio61 New Check In policy - 11/15/2018 04:29 PM
For our past 10 trips we have stayed in Negril on the day of arrival to get a good nights sleep before starting our vacation at Hedo.

We arrived last week at 8:30 AM by cab and were told we could not enter the property until 11:00 AM. They made us sit on the curb by the guard shack with our luggage. After about 45 minutes of sitting on the curb at the guard shack they allowed us to enter the lobby to sit. Eventually, they allowed us to enter the property before 11:00 AM. Later in the week a mid level manager we know from previous visits confirmed the new policy of not allowing new guests on property before 11:00 AM.

If we were first time guests or flew in on a red eye from the West coast, this might of upset us. Instead we laughed at the absurdity of this new policy.

Posted By: international mikey Re: New Check In policy - 11/15/2018 04:47 PM
Hedo has always had a lot of nonsensical rules. This just seems to be another of them.
Posted By: Parracky Parrot Re: New Check In policy - 11/15/2018 07:02 PM
This is dumb. I could see if you were required to stay in the lobby, but not even enter the property? People will just turn around and leave - go somewhere else and bitch to the tourism board.
You go on vacation to get away from madness like that.
Posted By: DennyP Re: New Check In policy - 11/15/2018 07:36 PM
I will follow up on that with management in 2 weeks when I'm there. Because if that is the official line, that needs to be shared with the guests when they book.
Posted By: Chris_in_VT Re: New Check In policy - 11/15/2018 10:24 PM
Hey Denny... Show up at 9am, and see what they say. laugh

If that's the new policy, it's another fail in customer-relations 101.
Posted By: happy cpl Re: New Check In policy - 11/16/2018 12:02 AM
We checked out Novmber 3 buses and cabs started rolling in with the new guests. The lobby looked like the crowd scene from Ben Hur and it was 9:15am.
Posted By: davenrose Re: New Check In policy - 11/16/2018 09:22 AM
That would seem strange, since you pay the all inclusive fees for each night you stay
, but again Hedo sometimes has rules that make no sense
Posted By: chris santilli Re: New Check In policy - 11/18/2018 04:13 AM
I'll check tomorrow ... no one has mentioned that here so far...
Posted By: chris santilli Re: New Check In policy - 11/18/2018 07:02 PM
Lorna Brammer, Guest Relations Mgr., said guests are guests when they arrive for the most part whenever they arrive. She said sometimes Hedo has specific times for checking in for Jamaicans. She wasn't aware of any other rules. Sounds to me that the situation was like an errant boulder...just out of the blue and not the norm.
Posted By: Chris_in_VT Re: New Check In policy - 11/18/2018 07:20 PM
Koolio - Who did you interact with who told you about this "policy"? Maybe some over-zealous underling at the front desk or security.....? Glad it didn't impact your vaca. smile
Posted By: koolio61 Re: New Check In policy - 11/19/2018 12:55 AM
Chris - I am not comfortable giving too many names since some of these people technically broke the rules as they were explained to us. When the cab pulled up to the gate the guard called someone who told him they could not allow us on the property. He apologized but said the new policy was new arrivals were not allowed until 11 AM. We said no problem and we we would sit and wait. We had checked out of our Negril hotel so there was no where to go with our luggage in tow. So we sat on the curb at the chain at the guard shack with our luggage. About 25 minutes later, Micheal (the bellhop not the head bell hop) came down and took our luggage but left us sitting at the curb. He also apologized for making us sit at the curb. Another 15-20 minutes later, someone (I don't remember who) came down and said we could wait in the lobby till 11. There were a few people in the lobby checking out so we did not go to the counter and just sat on one of the couches. When the lobby cleared, one of the receptionist who recognized us from multiple visits asked what we were doing. We said we were told the new policy said we could not enter until 11. She said not to worry about it and told us to go ahead and enter. We did not expect a room because we have arrived early multiple times and she did not offer us a room. 2 or 3 days later we asked another person we know from previous visits and that person confirmed the new policy. We aren't at all surprised if the policy has already changed. After double digit visits to Hedo, we have learned that the only consistent rule is there are no consistent rules. We had a great vacation and look forward to our next visit in 2019.
Posted By: happy cpl Re: New Check In policy - 11/19/2018 02:27 AM
at Hedo there are two rules,
1. Obey all rules.
2. Anything else defer to rule one.
Posted By: cowgirl Re: New Check In policy - 11/19/2018 01:16 PM
On our first night, we usually stay at Negril Palms 5 min down the road. We crash early after our long travel day. Then we are up and checking out at 7am Sat. morning and pay $5 to get a taxi over to Hedo in time for breakfast. We did this in June of this year.
I am glad that we are staying at Hedo our first night this year so that we don't have to sit on the curb! Luckily, since it is our second week, we earned the free 3 days.
Not sure how Hedo can think paying customers deserve to sit outside.
Sounds like a crazy policy. Hopefully they get this figured out!
Cowgirl
Posted By: DennyP Re: New Check In policy - 11/20/2018 02:53 PM
For as long as I can remember, the "official" check-in time at H2 has been 3pm and the check-out time as noon. That's pretty much the same as many other resorts, not just in Jamaica. I've found that at most resorts, those times are guidelines and are flexible at the discretion of the front desk staff.

Having said that about the H2 policy, I don't recall of any time where they (or any other resort) made people wait at the curb until the designated time.

I'm sure there must be some reasonable reason, like maybe a new employee was doing things literally. But I will ask in a couple of weeks.
Posted By: Mike & Maria Re: New Check In policy - 01/13/2019 08:26 PM
We arrive late in a couple of weeks and are staying in Negril for 1 nite. Planning on going to Hedo around 9AM the next morning. Was the experience of Koolio61 a "one-off" or are we going to have a problem?
Posted By: LyleM Re: New Check In policy - 01/13/2019 08:40 PM
Originally Posted by Mike & Maria
We arrive late in a couple of weeks and are staying in Negril for 1 nite. Planning on going to Hedo around 9AM the next morning. Was the experience of Koolio61 a "one-off" or are we going to have a problem?


You might want to just email Lorna Brammer, describe the situation and your question, and get an answe directly from the resort. Her address is: Lornabrammer@hedonism.com
Posted By: DennyP Re: New Check In policy - 01/13/2019 10:47 PM
I haven't heard anyone have a problem recently. But do be prepared to not get a room for a while depending on your room category and how crowded the resort is.
Posted By: Parracky Parrot Re: New Check In policy - 01/14/2019 05:46 AM
Typically I get in around Noon on a Saturday. The room is usually not ready yet (sometimes yes, but often I need to wait a couple hours to properly 'check in'). But I have always had access to the dinning room and bar, which is right next to the reception lounge.

In Jamaica, nothing happens fast. Confusion happens. No travel plan ever goes exactly as planned.
If for some mad reason you are stuck outside, try to roll with it. Don't waste time sitting on the curb, it's your vacation! Grab a taxi to one of the local spots and have lunch. Xtabi out on the Cliffs is a nice spot to chill and watch the world go by.
Posted By: Chicago Jake Re: New Check In policy - 01/14/2019 06:40 AM
Originally Posted by DennyP
For as long as I can remember, the "official" check-in time at H2 has been 3pm and the check-out time as noon. That's pretty much the same as many other resorts, not just in Jamaica. I've found that at most resorts, those times are guidelines and are flexible at the discretion of the front desk staff.


I agree with Denny, and not only for other resorts. Pretty much all hotels have a check-in time that's a few hours or more after check-out time. Otherwise you'd have overlap and that just plain won't work. You can't expect them to give you a room when the previous batch of guests haven't been required to leave yet. It's not about courtesy or customer service; it's about logistics.

That said, most hotels will let you onto the premises as long as you have a reservation starting that day, will take your luggage to the bell station, and will let you roam the common areas until your official check-in time rolls around. It only makes sense for Hedo to get back to that policy.
Posted By: R&N Re: New Check In policy - 01/25/2019 08:12 PM
Same here for many of our 34 trips. Have to wait for the room to get cleaned a few times so went to the bar.
© DennyP Travel Message Boards