Late checkout - guest not leaving

[Deborah84]

Morning,

We've got guests here at the moment who are still in bed.  Our checkout time is 10am, when the guests checked in they asked if they could leave a little later, we agreed that 11am would be the latest as we have a prior engagement.    How do we get them out quickly, we've knocked on the door and got a response, so we know they're awake. I don't know what else to do without coming across rude.

When we explained on checkin that 11am would be the latest, the girl in group started acting like a spoilt brat, huffing and puffing, saying 10am was too early, hence 11am was agreed.  The guy who booked the apartment (3 people), isn't even here, he's left already, but it'll be him that gets the bad review.

It's now 11.50am and they're stopping me from prepping the apartment for friends that are due in whilst we are out  - can I charge them an extra "late" fee.

[Jack90]

Hi,

Just be firm and tell them to get out. You've already been more than generous allowing them to stay until 11am. Even hotels have check-out times and enforce late check-out fees, these rules should be even more firmly in place for hosts. If that doesn't work, call the person who booked and advise him of a late check-out fee. 

Good luck! Seems like an extremely frustrating sitaution. 

[Deborah84]

Hi, they've finally left, but I would call it "doing a runner" instead.  No key returned and more people staying than booked for, not happy at all !!!! 

Eventually we found the key under a flowerpot !!!!!!

[Marit-Anne0]

@Deborah84

You cannot charge anything extra unless agreed up front.  You can give an honest review though and thumbs down.  

[Deborah84]

Hi,

Thanks for that, they've finally left without bringing the keys back to us, we've checked the apartment to find one more bed has been slept in (no linen on bed, just mattress and pillow protectors). The duvet and pillows for the extra bed were left in the wardrobe with the throw for the bed also,  they are now on the bed and still warm.  

Can we / how do we charge for this, as I'll now have to wash everything and get the duvet laundered too.  

I don't think I'll ever accept booking from people attending weddings in the village again, this is the second time this has happened. Except last time the guests came and offered payment.  This lot have just done a runner!!!!!

[Marit-Anne0]

@Deborah84

Sneaking in extra persons is a rather common issue unfortunately, I have had a few of those myself. Now I say in my house rules that only those mentioned in the booking may stay and irregularities will be reported.

Normally you can amend the booking with the number of persons, but I am not sure it works after check-out.  You can ask for funds any time using the send/request money feature in the reservation, but would it really be worth the hassle for 10 Euros ? These are likely to deny anything anyway and refuse to pay.  You can tell from their attitude.  

Perhaps ask yourself why you get these reservations in the first place.  Would increasing the minimum stay during we do the trick ? And maybe only during high season for weddings ?

Provide duvets only for the number of persons booked and lock away those extra ones.  If you have a couple only booked, simply ask for their preferred sleeping arrangement.  Some might want the twin room for various reasons.