Etiquette expert William Hanson was left stunned after a UK hotel cancelled his booking before he even arrived, simply because he asked about checking in late due to a wedding. Hanson, who has stayed in hundreds of hotels worldwide, recounted the incident to the Liverpool Echo.
What Happened
A few days before his stay at a small independent hotel in southwest England, Hanson realised the property required guests to check in before 10pm, as it was a 14-room establishment. Expecting to arrive on time, he called ahead just in case the wedding he was attending overran.
Hanson asked if he could check in over the phone, online, or have his room key handed to friends already staying at the hotel. The hotel refused, stating he needed to check in person. After accepting this, Hanson mentioned he would be at a wedding and might arrive later than planned.
The Cancellation
About 30 minutes later, the hotel called back and cancelled his reservation. Hanson believes staff assumed he would return intoxicated because he was attending a wedding. "What I suspect is that they heard a wedding and thought that some wedding guests return drunk - which wasn't going to be me," he said.
He added: "Then they phoned me up half an hour later and said no, 'On reflection, we actually don't want you staying with us, we've cancelled your reservation.' I thought all I was asking was if you could give the room key to my friends who are already staying - it was extraordinary."
Impact and Aftermath
The unexpected cancellation forced Hanson to scramble for alternative accommodation at short notice. He eventually secured a room at a well-known hotel chain, though he had been looking forward to supporting an independent business.
Despite the experience, Hanson still enjoys hotel stays and has partnered with Hotels.com to produce an etiquette guide for guests. His top tips include treating staff with respect, keeping noise to a minimum, drinking responsibly, leaving rooms tidy, and behaving courteously at breakfast buffets. He also advises against smoking in rooms, misusing kettles, taking hotel items, or reserving sun loungers for long periods.
Etiquette Expert's Advice
Hanson said small acts of courtesy can lead to a more enjoyable stay and sometimes even better service or unexpected perks. The incident, however, remains a cautionary tale about the quirks of small independent hotels.
