I was hoping for some advice
I've got a guest booked for one night and asked for early check in, so we agreed that he could check in 1 hour early at 2pm.
He sent me emails asking for the address, key safe code and WIFI password, all of which are set up already as scheduled messages which I had advised him of.
Its now almost 4pm and hes not turned up yet...
what would you do?
Call him to find out where he is or just be wary that hes going to ask for a late check out??
cheers in advance
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>I've got a guest booked for one night and asked for early check in, so we agreed that he could check in 1 hour early at 2pm.
I would do no such thing, especially for a 1 night stay. Anytime someone asks for an early check-in is an opportunity to upsell an extra night. I recommend switching to a 2-night minimum at the minimum.
>He sent me emails asking for the address, key safe code and WIFI password, all of which are set up already as scheduled messages which I had advised him of.
There is no need to ever communicate by email. If he's asking this, take this opportunity to mention this scheduled information at the time of booking.
>Its now almost 4pm and hes not turned up yet...
Good! Less wear and tear!
>what would you do?
I would do nothing.
>Call him to find out where he is or just be wary that hes going to ask for a late check out??
I would do nothing and would not amuse the idea of allowing a late checkout. It's another opportunity to upsell an extra night.
Exactly! I used to worry about these things. I don’t even allow early check-in. Usually I am rushing to turn, only to have them arrive late anyway. Or if they want to just ‘leave their bags’, it gets in myself or my assistants’ way as we clean. Plus… we don’t want the extra liability.
Hi @Jo719 ,
I had this same situation where it was a one night booking and early check-in request, the guest arrived later than the normal check in time. I was surely unhappy about it as I had to rush through my cleaning process for no reason.
My suggestion would be to wait for some time till the guests call you back or once they arrive check if the guests have courtesy to explain why they are late. Take a call based on that.
I try to accommodate requests for early check-ins/late check-outs......if I can. I figure it creates goodwill, and you can never have enough of that. It might make for a more understanding guest if unforeseen issues develop during the stay. If you can't, you can't - fair enough.
As for guests who request early check-ins and then arrive well past the standard check-in time without communicating, there's a very hot corner of hell reserved especially for them LOL! it happens, unfortunately, and it's always irritating.
Why don't you message your guest and ask he's checked in ok? That might at least prompt some response, so you know what's happening for your own peace of mind.
We routinely offer early checkin/late checkout if our schedule allows for it.
The problem is that I have to sit around waiting for them to show up and when they don’t have the courtesy to update me when they are delayed it’s very annoying.
We have had guests show up three hours late and casually remark that the delay was due to them deciding to stop for dinner on the way.
We had delayed our own dinner so that we wouldn’t be interrupted.
To me this indicates a callous disregard for my time or perhaps extreme ignorance. Possibly they imagine that this is a hotel with 24-hour concierge service.