Agree to request for late check-out?

[Amadou0]

An upcoming guest has asked about checking out at 7pm instead of the normal 11am time because they have an evening flight departure. I'm usually OK with granting a couple of hours extention if we don't have a same-day arrival. But this seems a bit extreme to offer for free. Should I charge them an additional half-day rate or stick to the original check-out time (with an option for them to leave luggage for retreival)? I'm a bit wary of just saying OK. In the initial reservation request they asked for a discount (which I refused) so I'm I'm afraid if I say yes to this, they'll feel free to start asking for more extras during their stay. What do you guys think?

[Dede0 · Accepted solution]

At best I'd offer to let them stay 1-2 extra hours and store their luggage for later pickup if they want. No more than that, and explain that you need to clean/prep for upcoming guests. And hold the line there.

[Gerry-And-Rashid0]

You can say that they need to vacate the room by 11 or noon as you need to prepare it for next guest arriving that night - but you will happily keep their luggage till they need to pick it up later that day.

[Juliette11]

I always explain to the guest that a late check-out is not possible as we will probably have new guests checking in on the same day. We have our properties most of the time fully booked, so giving a free late check-out will cost us revenue. Depending on the nightly rate that they have paid and length of stay I give them a special offer to block the villa for an extra night.

We do get a lot of last minute bookings, so promising it for free and then tell them last minute that we received a last minute booking will lead to a negative experience. 

Of course it is always possible to leave the luggage behind and pick it up before heading to the airport. 

[Damir0]

Hi @Amadou0,

This is definitely one of the (many) important questions to ask yourself when hosting. I have been hosting for ~2.5 years now. Airbnb was the first hosting experience for me. The learning process wasn't always a linear linu up, far from it. It would better resemble plot for the price of stock A from company A, plotted for 2.5 years. There are so many micro decisions, moments, experiences, highs and lows. It's really easy getting lost on this unpredictability, or get tired, or worse - get a hosting burnout. I don't know if the latter was what I have experienced for the last couple of months, but I think it might be. Good thing is, I realize I consciously choose to change things now, and define clear guidelines, norms, expectations and draw lines when it comes to commercialism vs idealism. 

In short, I recommend you think about this type of issues/questions/situations, without bringing in other persons views, advice or opinions. Let it rest for a while, and decide, guided by your own thoughts, opinion and ultimately, how it makes you feel and reflect if it's realistic what you think and feel. Give meaning to the things which consume your time and energy. I think it will liberate you from worry and other negative drivers. 

I'm sure you'll find you way and feel great about it - which will be embraced by most guests - and your entire hosting style.

[Maria-Lurdes0]

Hi @Amadou0  If you do end up letting them leave luggage and come back and get it, either lock up the apartment if it's already been cleaned, or be there to hand them there luggage.  I guess that depends more on how flexible you want to be, but in my experience, people who have a lot of time to kill the last day will go shopping (especially in NY when they all go to Century 21) and they will come back and open all their bags, try to fit in the four pairs of sneakers and new polo tops, etc.  and then take over your apartment with re-organizing their baggage and leaving empty boxes and bags everywhere.  THen they'll have to use the restroom to freshen up, brush their tea, use the toilet, etc etc.    Some hosts may not care or even may not know that guests will do this - but they will.    So consider also what steps you will put in place so that even the luggage pick up goes exactly as  you want it, and not exactly as the guests want it .   I always ask guests to leave the apartment so that it can be prepared for the next guest (whether it's same day or next day is my business, not the guests business) and if I do let them leave luggage it's only if I can leave it outside the apartment in a secure area that they can access later.  I make it clear that the luggage has to be picked up by X time, and then I clear their code (or take the apartment key) to make sure that the apartment is not re-used after being cleaned.

[David126]

I have been asked and agreed once when I was 99% certain that it would not be an issue, no way I would need the room.

Leaving luggage is not an issue.

If I thought I would need the room no way.

[Paul4]

I charge 1/2 the daily rate for a guaranteed, ahead of time, late check out, for me no later than 3:00PM (they just want an extra day at the beach), but I am a drive to destination. Unless I am already booked back to back, and cannot accommodate a late check out. If they try to request it the morning of departure the answer is no, cleaning crew is already scheduled.

[Christine1]

It is a bit extreme if the check-out time is so late in the day that you would not be able to clean the room, or let it to another guest.

It is also a bit extreme, if the check out time is later than the actual posted check in time for new guests. In this case they would be occupying the room at a time when other guests would expect to have use of the room. Looking at things this way may assist you to make a judgement about your response to this guest request.

You certainly have the option to graciously invite these guests to book an extra night in order to meet their stated request.

If they have luggage issues, these can sometimes be dealt with with an early checkin at the airport. Then their bags will be in secure storage and they have some freedom to wander around the airport.

If you want to be this flexible, you can message in advance telling the guest you can let them know on the day of check out if an extension is possible. However, your position is that prior to the actual day, the following evening remains open to be booked by themselves or another guest and normal check out times will apply.

Hope this helps in your decision making.

regards, Christine.

[Steve55]

Christine, 

I fully agree with you.  If I know the apartment will definitely be empty after they leave, I will show some flexibility to create goodwill, but for a 7pm check-out will ask for an addtional fee.  If I don't know whether the property will be empty, I suggest to the guest they should book an extra night and occasionally my offer is accepted.

Regards,

Steve

[Penny1]

I agree with Steve, in addition I advise that I am unable to confirm late check out or late luggage leaving until only 24 hour beforehand. If they want to guarantee holding their belongings then they will need to pay a fee (around 50% of a nightly rate).  I do advise of alternative places to store their luggge.

I used to play it by ear but recently have found people taking advantage, and yes, most do use the toilet, have a glass of water, re-arrange luggage and if the cleaner has been or if I have cleaned, then some things need to be re-done.

Ive also had someone return to 'pick up their luggage' and my cleaner was there turning over the apartment, not only did they turn up with 4 other people (non of which were in the booking) she was on her phone for around 30-40 minutes.  When my cleaner advised 1 hour after the 6pm agreed extra check out, she had dinner reservations, she said she wanted to heat up and eat some pasta from the fridge before her flight.  My cleaner advised no she needed to leave and she needed to take the keys.  Upon being told this, she then called me.  I suggested she reheat her meal, and put it in a take away container.  She advised there were none, when I said she could have one of my storage containers she did not like the look of them.  She was quite a self entitled guest, I then put my foot down and said I had been more than generous with a late check out even later than agreed (I was at that time well aware of the extra people who came over).  And advised she would need to leave and my cleaner needed the keys.

Sometimes people if given extra courtesys then want more and more.

I find asking arrival and departure times including flight details BEFORE accepting a reservation goes a long way and again, communicating mulitple times before, during and 24 hours before check out what your expectations are.

Good luck, let us know how you go!

[Andrée2]

One more piece that you may consider is that, if something looked to be missing from that guest's luggage that was left with you, you would be potentially held liable and even possibly negatively reviewed for their poor decision. Once their item is found where they didn't expect, the proverbial "ink" is dry: damage done. I have never gotten backlash when a guest has to take their belongings with them when they were to check out but have had a guest make a poor decision about leaving a large, visible item in the front of my house (a rented bike) and it was stolen, ruining much of his good adventures, let alone his pocketbook. His half hour ride to my home cost him $300 to replace the bike. Then I had to spend much time talking to police about the incident and, even once it was clear who had been seen in the area that has a theft record, nothing could be done to prove that he had taken the bike.

I am hearing a lot about how to let guests leave their belongings but when something unfortunate does happen, it opens you up as host to take some guilt (in the least) and possibly some unnecessary blame.

[Julia1]

I think that is too late for them to check out, I have learnt through experience that it is best to stick to times you put on your listing with a small amount of flexibility if it suits you.  I was recenlty asked by a guest if she could leave her bag on Friday for a Sunday check in to save her taking it home for the weekend, I agree to this but when she arrived on Sunday she immediately wanted to use the washing machine and dryer (and my soap powder) as the bag had been full of dirty work uniforms she needed for Monday - I felt this was a bit cheeky not only did I store her bags free for 2 days I also provided a free launderette!

[Jc7]

Did you offer your place for an above value rate or was your price fair? If your price was fair, then why give a discount? On the 2 occasions that I have, I was so surprised to see the visitors enjoy dining at the best restaurants in Malibu, shopping at Neiman's and Sax and having massages during their stay. I am pretty sure they did not need that $20.00/night discount more than my rescue animals who I do the Airbnb to add to their funding! So for me, my prices are fair, very good at about $150.00/night when the luxury hotel down the street charges $600.00 for about 1/2 the space. 

I loved the answer about late check out, 1 hour and offer to let their bags stay. That sounds accomodating to me.