Guest experience

[Vera925]

Hey everyone, just wondering has anyone ever had a guest show up early and let themselves in without permission? I only found out because I saw them going in on the camera, and they reached out after the fact. Curious how you all handled something like that.

I am unsure of what to do if a charge should be an option?

[Greystone0 · Accepted solution]

HI @Vera925 ,

It all depends on what 'early' is.

If your locks allow people to just come in once they get the code, then in theory, you need to have a plan of action for guests showing up anytime after they get the code, if that makes sense. In this case, codes should only be shared with a very short lead time, which can get very tricky.

If the guest entered and the property was ready and an early check in is something that you might 'grant' anyway, then nothing to really worry about.

In general, charging for something that hadn't been anticipated or explained is something that we stay away from, but just make sure it is outlined for the future. So for me I wouldn't necessarily try to charge for this instance, just work on how to be proactive for a future case.

If the guest was informed that checking in prior to the check in time wasn't possible, then perhaps you have a better case.

Many listings also reference their rates for an early check in and a late check out, to allow to monetize this idea.

In our case, it is our common practice to offer early/late check in/out at no charge as it is doesn't really cost me anything to offer and does add good will. It also puts a set time that I have a bit more control over when available. We have very busy schedule and often can only offer one or the other, but it goes a long way.

In our case, our door access is timed and so getting in early isn't possible as the 'key' only works at the time indicated. This doesn't stop people from parking in our driveway, or coming over to check the doors and see if they are unlocked to get in, which is extremely upsetting.  When I see people arrive early on the camera (like several hours before, not 10 minutes before) I get on the door bell and tell them that the house isn't ready, our cleaner is coming back (often we have laundry going off site that she is dealing with) or if she's parked in the garage or whatever. I try really hard to keep her from having to police guests. She can't be coming and going and doing all the important cleaning tasks and trying to be polite to people. 

So to thwart this we have content in our messaging that says "arriving early, go to town and park "here" which has public bathrooms and is near 'cafe blah blah' and shop around. 

Hopefully that gives some food for thought.

Good luck

[Vera925]

Thank you so much will definitely use this advise moving forward you learn something new each guest. 

[Patricia2526]

Hi @Vera925 

I usually share the door lock codes 1–2 hours before check-in to prevent guests from accessing the property during cleaning hours. However, if the property is ready earlier, I’m happy to provide the codes up to 3 hours before arrival at no extra charge.

[Vera925]

Hello,

yes moving forward that is what I would do send it an hr or two before check in time unless aware of an earlier check in. 

[Joan2709]

@Vera925 

The only issue with sending the code only an hour or two prior to check in, is many guests don't have the App on their phone, or some rural properties don't have cell service.

Hopefully you are using a lock that allows you to set the time it can be active and when the code expires. This prevents a guest from actually entering the property prior to the stated check-in time. We add to the check-in message the code to enter is active on check-in date/time and expires on check-out date/time. That usually prevents guests from attempting an early check-in and mostly eliminates late check-outs.

[Helen3]

Do you confirm with a guests their estimated check in time before arrival @Vera925 ? 

My guests get check in information 48 hours before their stay.  They can't access the property before the earliest check in time as I use a key pad . 

[Vera925]

Thank you all for the responses and recommendations they are very helpful. I have changed when the alert is sent to the guest.