GUEST STILL HASN'T CHECKED OUT OF MY PROPERTY + LATE CHECKOUT RESPONSE
Dealing with unapproved late checkouts can sometimes be awkward conversations to have. You don't want to come off like you're kicking out your guests that have paid you their hard earned money but at the same time, you have an obligation to uphold for your incoming guests.
Most times I am pretty lenient on my 10 a.m. checkout rule - i.e. if they're 15/20 minutes or so past the checkout time. However, every once in a while there are those guests who blatantly ignore this rule and have very little respect for the housekeeper's time. My suggestion is to put a late checkout fee in your house rules in case you ever need to use it for those extremely rude and inconsiderate guests. Make it worth yours and your housekeeper's time if you have to deal with these unruly guests. It's not fair for your housekeeper (or you if you're the one preparing the home) or your incoming guest to have to sit around and wait for a long period or time and to prepare the home with limited time because the previous guest didn't plan accordingly. We use this late checkout fee to tip the cleaner's for having to wait or a trip charge if they have to reschedule for another day.
Responses to consider: I send these through the platform regardless if I've already talked to them in person just to have written record in case I do need to file a claim
"Hi GUEST NAME,
I spoke with the cleaning company and it appears that you or members of your group may still be at the home, is that correct? This is a friendly reminder that checkout is 10 a.m. Please note that the cleaning company will charge a late checkout fee of $45 if they cannot access the property within a timely manner.
If you would like, I'd be happy to suggest a few places nearby that make for great stopovers if you are needing to kill some time before you depart XYZ CITY.
Coffee shop + address
Restaurant/cafe + address
Library + address
Thanks, and please let me know if you have any other questions."
"HI GUEST NAME,
I hope you've enjoyed your stay! This is a friendly reminder that checkout is 10 a.m. It appears that you or members of your group may still be at the residence. Please kindly note that the cleaning company will need ample time to prepare the home for incoming guests and that a late checkout charge will apply after 10:30am.
If you would like, I'd be happy to suggest a few places nearby that make for great stopovers if you are needing to kill some time before you depart XYZ CITY.
Coffee shop + address
Restaurant/cafe + address
Library + address
Thanks, and please let me know if you have any other questions."
Be proactive and professional if you think that the property may not be ready on time for your incoming guests.
"Hello GUEST NAME,
I am looking forward to hosting your stay later this afternoon! I just wanted to make you aware that unfortunetly, our current guest did not depart in a timely manner which delayed our housekeeping. The cleaning staff and I are doing the best we can to have the home ready for your stay beginning at 3 p.m.
I sincerely apologize for this inconvenience. As we strive for 5 stars in cleanliness, I just wanted you to know that we may need some additional time and I will be sure to message you as soon as it is ready for check-in which we expect to be XYZ pm.
Thanks and please let me know if you have any questions."
For the safety of our cleaning staff, we never allow incoming guests to check-in while our staff is still cleaning or for them to clean while the late checking out guests are still there. Understandably so, our cleaning staff also prefers not to have guests in the home watching their every move while they clean. Anytime this has happened and a guest insisted on coming to the home anyways, it never worked out - they would boss our staff around constantly saying "you missed a spot", make the housekeepers uncomfortable, convince them to carry in their bags, etc.
