checking out

[Mary1717]

Hello,  I've been hosting now for about two months.  Learning all the time and on the whole am finding people to be very pleasant.

However, one problem keeps on repeating and this is the check out time of 10.00 a.m.  It is shown on my listing and also in my welcome letter.  Even when I point it out to people they don't seem concerned that they've overstayed.  At a bit of a loss on how to deal with this without causing offence. The behaviour causes me offence as it throws out my day completely and if I have a cleaner coming in messes with her.  She's booked elsewhere, has to leave, I have to pay her anyway and then do the cleaning myself!

I understand I can charge for overstaying and would prefer not to do this.  What's apparent is that guests seem oblivious that keeping to the agreed time is required and are so casual about overstaying.  If I push they seem really surprised.  

I've reached the conclusion that I am failing to communicate my requirement for the check out time to be adhered to.  Does anybody have any suggestions as to how I can get this point over in a more effective way?  It has been suggested I print out house rules, frame them and put them in the flat.  Not sure what I think of that?

Thanks - fascinating forum

Any suggestions?

Thanks

[Michael3419]

Hi Mary, seems to be the norm these days but I’m afraid you have to be tough with the guests and remind them the night before that they have to leave at 10 and then at 9 make sure they are in the process of preparing to leave.

What I do if I know people are waiting for a afternoon flight home I offer that they can store their luggage, but they themselves need to vacate the building.

[Mary1717 · Accepted solution]

Hi Michael,

I think you may be right that it's the norm.  I think it's very rude and is making me feel quite old (which I am of course).  I stay in airbnb's and wouldn't dream of behaving in that way.

I have a slight (although it is a temporary) technique.  If I notice no movement by 9 a.m.  I ring my home phone, putting it where I know it can be heard in the downstairs flat (I live upstairs).  The phone is very loud and my upstairs flat is in the process of being renovated hence some  of the floors are out.  That seems to help.  Then I carry out all of my outside jobs which involves me running up and down the stairs very noisily  However, I shall soon be too old to run up and down the stairs (I'm sure I'm getting fit) and the floor in my flat which is currently missing is soon to be replaced!

I've rented property for over twenty years and have always believed that if a relationship between tenant and landlord broke down it was due to lack of communication or poor handling on my part hence my question to see if I'm missing a trick.

Thanks for your input.

Mary

[Linda108]

@Mary1717   You have a lovely listing and almost 20 positive reviews complimenting both the place and your hosting.  I seldom have a problem with check out delays but I have a private room and not an entire place.  I do think 10 AM is a bit early for most people on holiday so if you could go to 11 AM that might be helpful and appreciated by guests.  Regardless, I always reinforce the check out time in a message to the guest the night before in addition to posting it in both the listing and hard copy rules posted in the room.

BTW  Do you actually see the guests at any time during their stay?  Is there a reason you do not have a profile picture?  I require a profile picture for guests so I just wondered.

[Mary1717]

Hello Linda,

Thank  you for your input and do follow your thoughts on 10.00 a.m. being a little early and have taken note of your comments although most of my guests aren't on holiday.  It's usually work related or a break in a long journey that brings them here. However, you've made me realise that I certainly need to relax the time over the weekends.

I always see the guests during their stay?  Try to greet them when they arrive and show them round before they settle in, showing them where switches are,  how the kitchen is laid out etc.. There's usually a couple of emails beforehand to ensure I meet their needs, especially now I've started to take children (I have been checking with the  families to alter checkout time to suit for them).   If I'm not about when they arrive I always knock, introduce myself and check they have everything they need.  Up to now I've had a man from Belgium who it turns out used to go to my church (I remember him being born).  His mother used to walk me to sunday school 58 years ago!  He's coming back next week! - I am meeting some lovely people.  Up to now I've had chocolates left me, a huge bottle of whisky and a plant!  How nice is that?

Re: photo - I hate my photo being taken which is why I haven't put a photo up but had noted that most people do. I'll perhaps have to force myself and have a blurry one.

Could you tell me what the 'levels' signify.  I notice you're a ten and I'm a one?

Regards,

Mary

[Mary1717]

Hello Linda,

Thank  you for your input and do follow your thoughts on 10.00 a.m. being a little early and have taken note of your comments although most of my guests aren't on holiday.  It's usually work related or a break in a long journey that brings them here. However, you've made me realise that I certainly need to relax the time over the weekends.

I always see the guests during their stay?  Try to greet them when they arrive and show them round before they settle in, showing them where switches are,  how the kitchen is laid out etc.. There's usually a couple of emails beforehand to ensure I meet their needs, especially now I've started to take children (I have been checking with the  families to alter checkout time to suit for them).   If I'm not about when they arrive I always knock, introduce myself and check they have everything they need.  Up to now I've had a man from Belgium who it turns out used to go to my church (I remember him being born).  His mother used to walk me to sunday school 58 years ago!  He's coming back next week! - I am meeting some lovely people.  Up to now I've had chocolates left me, a huge bottle of whisky and a plant!  How nice is that?

Re: photo - I hate my photo being taken which is why I haven't put a photo up but had noted that most people do. I'll perhaps have to force myself and have a blurry one.

Could you tell me what the 'levels' signify.  I notice you're a ten and I'm a one?

Regards,

Mary

[Helen3]

@Mary1717  requires hosts to provide a photo.It instils trust. Not having one is likely to put guests off from booking with you.

All the levels mean is that those with higher level participate more in form life - post more and receive 'likes' for their posts.

[Mary1717]

Goodness - that never occurred to me!  One blurry photo will be taken.  Thank you so much.

I've only belonged to one forum before (I'm a wall and floor tiler and have belonged to that forum for years).  Can't say I've posted much but read the forum all the time.  This one is fascinating!

Many thanks for your input.

Mary

[Emily487]

@Mary1717 

Late checkouts are totally unacceptable for me-I clean the AirBnB with my toddler in tow so I need all the time I can get. 

For longer stays, I send a message the night before departure. For short stays, I send a message at 7:30am the morning of departure. The message is usually a version of this:

Suzy Q,

I hope you are enjoying your stay in Kansas City and that you had  great time at the concert!

Check out is tomorrow morning at 11am. There is a list of simple checkout procedures posted on the fridge that should take no more than 2 minutes. Let me know if you have questions! If you are looking for a quick breakfast, you might like xyz right around the corner. They have locally roasted coffee and great quiche.

Please be sure to send me a quick message here when you are heading out and thanks so much for choosing to stay at our AirBnB!

Happy to host you, Emily

Below is also a photo (might be sideways...sorry!) of the info sheet we have posted on the fridge. It's inside a plastic sleeve with a magnetic backing that I bought for $5 on Amaz-n. The template was found for free on teacherspayteachers. This is a pic of the old one - our current one has the check in times and check out times listed as well. I think having this has really helped people stay on track and know what is expected of them. 

[Mary1717]

That's so helpful.  Will get on it asap

[Sarah977]

@Emily487  That's a really good example of an info sheet. The layout, different colors for different sections and the varying font make it easy to read, which is obviously the point.

[Emily487]

@Sarah977  Thank you so much, that is so nice of you!

[Michael3421]

Hello...Great idea!  Will you be able to send me a readable copy of your attachment on house rules and checkout information.  My email:  4mj777@gmail.com      Thanks.   Michael

[Emily487]

Sure thing. I'll send it later today!

@Michael3421 

[Sarah977]

@Mary1717  Hotels have check-out time posted on the inside of the door for a reason. Guests can't claim they weren't aware because that notice is right in their face every time they open the door to go out. I'd echo what Linda suggested, that you move check-out to 11AM if at all possible. Then send the guests a reminder message or text the afternoon before check-out, making it clear that overstays can't be accommodated due to your cleaner's schedule.

I also hate photos of myself- I'm terribly unphotogenic. So I grudgingly chose the one I found least objectionable, even though it's blurry 🙂