Guest left an hour past Check out time while my cleaner waited

[Autumn134]

Trying to figure out the best way to go about this situation. I want to charge the guest a late check out fee, but I didnt have a late fee stated in my house rules. Does that matter? I will defiantly be adding that now.

My cleaner waited an hour for the guest to leave, and I think she should be compensated for her time. Has anyone sent a fee request for something similar to this? Id like to avoid a bad review... But I think they should be held accountable. When I messaged the guest, they acted careless like it was no big deal. 

[John5097]

@Autumn134 

You can send a request for payment but the risk is the guest probably won't pay it and leave you a 1 star review. 

I would have sent polite messages that it was past check out time, cleaners were waiting, but still thanked them for staying. Then leave a honest review. Mention anything positive, and then they checked out an hour late, kept cleaner waiting, and mark them down in following house rules and communication. 

It's not fair for you and the cleaner but would just pay the cleaner for the extra hour and mark down the guest in the review. 

Good luck with whatever you decide to do! 

[Autumn134]

I agree and will just leave an honest review and eat the extra cost I am paying my cleaner. Lesson learned...

Do you have a late checkout fee in your listing? Trying to decide if thats something I should add. 

[John5097]

@Autumn134 

I don't have a late check out fee because I've resolved the problem by including this in my listing other things to note. 

I also have a one page check out instructions on an acrylic table stand. and mention check in and check out times in the house rules, and the first message from me that includes their door code and check in and check out date and times. 

Guest get it and I have all five star reviews. They really want a super clean place, and if they really need to check in early or out late there are plenty of places no one books, and I don't care because I have 100% occupancy rates. 

[Joshua1127]

Honestly, I'd add a fee to your house rules and make it clear, including reasoning. But... I'd eat it this time. You are correct, you jeopardize a bad review and likely won't get backing from the platform since it's not listed. And as frustrating as it is, the offending guest isn't worth it, and you are in hospitality. Some guests just suck, and you aren't going to change them. But you can review them. Sometimes as hosts, we feel guilty giving bad reviews because we know how bad they hurt us. But it's a tool like any other. As a host, I would love to know I'm getting a guest who will push the limits. So tell me in their review, honestly not vindictively, that there are things to address with this guest. You are helping and respecting your fellow hosts. In the famous words of Viper "there will be others, you can count on it. You have to let it go".

[Autumn134]

You think Airnbnb wouldnt back me even if I showed them the time stamp of when they left with the Yale lock and messages? I am letting it go this time, and will leave an honest review. I agree and dont love leaving anyone a bad review, but even after messaging them they took their time leaving. 

[Helen3]

Yes you should absolutely compensate your cleaner for her time @Autumn134 

Do you remind guests of the check out time the day before check out ?

if you don't and don't mention a late checkout fee I'd be inclined not to chase the guest for it this time but do leave an honest review to warn future hosts .

[Autumn134]

Yes I of course will pay my cleaner extra for today. I do send an automated message the night before with check out instructions and check out time reminder. Also I believe Airbnb also send an email with check out time as well. 

[Frances3408]

@Autumn134 . I try and communicate as early as possible what the early check in and late check out options might be in the booking, prior to arrival, to set expectations. If you know you have cleaners booked I'd be reiterating this before, at check in and again night before check out, that cleaners will be there promptly at the check out time specified.

If that doesnt work a quick text or phone call saying you'll be around in 10 minutes with the cleaners usually gets them moving along. You need to be prepared to follow through.

Include a late fee by all means, going forward. Almost all our guests are holiday makers so apart from peak times we try and be flexible. My peak Summer bookings have all been told there are back to back bookings and there is no chance of an early check in or late check out.

[Autumn134]

Yes, I do the same thing — a message before check-in and again the night before check-out. I sent a text asking if they had checked out (I knew they hadn’t because of the smart lock). They replied, 'Not yet, but we’re almost out.' Then, finally, 30 minutes later — a full hour past check-out time — they walked out of the cottage.

I can be flexible if I know in advance, but unfortunately, there was no communication, and my cleaner is owed for her time.