This happened to me at the Regency in Toronto last year. Dropped the SO off to check in because she wasn't feeling well and made a quick run to the drug store. They wouldn't let her into the room until I got back. Is there another method to guarantee someone can check in internationally aside from the second guest on the reservation?
Was this a cash booking or points ?
I highly doubt this was the exact case. If the second name is on the system , this is what it is meant for. Perhaps the second name wasn't there or the frond desk agent couldn't find it, or she didn't have a credit card in her name
It defeats the purpose of the second name feature.