Hi there,
I am wondering how other hosts handle a guest that arrives late?
My listing is for the entire apartment and upon the guests request I agreed to meet them at the apartment for the key exchange at 11:00am. I originally offered for them to pick up keys at a "Key Cafe" service downstairs, so they could arrive anytime, but they are not able to enter any businesses since they are arriving to Canada and required to self-isolate for 14 days.
After 1.5 hours of being left in the dark, I received a text message from the guest that they are running late (they were not on an airplane, but travelling here by car about 3 hours away) and had not left yet. It is now 3:00pm and they have clarified they are due to arrive between 4:30-5:30pm.
Needless to say, this has been a big inconvenience for me as I have been stuck at the apartment for hours waiting for them to arrive. I had to cancel all appointments in the afternoon as I was not sure when they would arrive. I did not want to leave and go about my day, and then have them arrive out of the blue and have to make them wait.
Am I able to charge them a fee for arriving late? What is the protocol here? I understand that things happen when traveling and people can experience delays, but for almost 2 hours I didn't receive any update and now their arrival time is almost 6 hours later than originally agreed to. They were able to notify me that they would be late, but didn't do so.
Thanks in advance,
Rob