Guests not checking out on time

Answered!
Kristen12
Level 1
Coal City, IL

Guests not checking out on time

I have a guest who was supposed to check out this morning but has yet to leave my apartment.  How do I get the guest to leave without being rude and does anyone charge people for late check out?

 

If he doesn't leave tonight am i able to charge him for staying the extra day?  Not sure how to go about approaching the guest as he is locked in his bedroom and i assume asleep.

1 Best Answer
Flavia195
Level 10
Grande Prairie, Canada

@Kristen12  hi, usually I use this kind of message at 8pm(night before checkout).

 

Hi {guest_first_name},

I hope you’ve enjoyed your stay in {listing_name}!

Just a quick reminder that you check-out tomorrow. Check-out time is {check_out_time} or earlier.

On your way out please lock the door and put the keys back in the lockbox and set the code to 0000. If you had time to send me a quick message when you leave I'd really appreciate it. That will help me alert our cleaners for the next guests.

Thanks so much for choosing to stay at our place.

Thanks again,
{host_first_name}

 

 

Hope it helps you.

........ 

View Best Answer in original post

37 Replies 37

h

Flavia195
Level 10
Grande Prairie, Canada

@Kristen12  hi, usually I use this kind of message at 8pm(night before checkout).

 

Hi {guest_first_name},

I hope you’ve enjoyed your stay in {listing_name}!

Just a quick reminder that you check-out tomorrow. Check-out time is {check_out_time} or earlier.

On your way out please lock the door and put the keys back in the lockbox and set the code to 0000. If you had time to send me a quick message when you leave I'd really appreciate it. That will help me alert our cleaners for the next guests.

Thanks so much for choosing to stay at our place.

Thanks again,
{host_first_name}

 

 

Hope it helps you.

........ 

Julieta9
Level 2
Baton Rouge, LA

I send my message the morning of the day before checkout.  

 

Mary1526
Level 2
Nevada City, CA

I have guests who booked a day prior for 2 nights. That morning they asked for a 3 hour early check-in. I said I would try to get them in a half hour early (2:30) but they could park here and walk a block to a cafe. At 2:15 I called they could arrive. At 3pm she called to ask how to get to my place and how far. Someone dropped them off ½ mile away and her partner couldn’t walk. When I picked them up they had so many garbage bags full of their possessions that they filled the trunk of my car and part of the interior. This morning she called from a food bank (unfortunately closed) asking if I could give her some oatmeal so they wouldn’t starve! They are supposed to check out tomorrow. I’m worried they won’t go and don’t know what to do. In 5 years I’ve never had trouble like this. Advice please. 

Helen3
Level 10
Bristol, United Kingdom

I would definitely discuss plans for their departure with them in terms of their check out ASAP @Mary1526 . You can tell them you have someone else booked tomorrow so you need to ensure you are able to get into clean promptly at XXX.

 

Give Airbnb a call and explain you are concerned they won't leave as they have no money and appear to be homeless.

 

They shouldn't be asking you to provide them with food.

Mary1526
Level 2
Nevada City, CA

Helen,

Thank you for your reply. They left only a half-hour late when someone came to pick them up. The apartment was messier than usual with dirty dishes and junk items left scattered around. I did ask if they had a place to go next and they said no but that they were leaving the area. I immediately changed the Keypad Code (of course). They were pretty obviously homeless but someone must have given them money for 2 nights in an airbnb and they may have met with someone locally. I was so glad there was no trouble that I didn't mind the extra hour cleaning their mess (no damage!). I simply wanted to be prepared if something happened. I appreciate your supportive advice.

 

Mary

Helen3
Level 10
Bristol, United Kingdom

I am so glad to hear it worked out for you @Mary1526 

 

It sounds like you had a lucky escape.

Rowén0
Level 2
Cape Town, South Africa

I have a guest who was supposed to checkout at 10:00. The times are in my house rules which guests receive and I normally send a friendly message 24hours prior to their departure asking what kind of checkout they would prefer, host/self checkout. 

 

Anyway, we arrived at 10:30 with the cleaner, to find the light to the apartment on, which was odd. Knocked on the door a few times and then peaked through the window and found their belongs still there.

 

i sent him a message, and tried phoning, but his cellphone was off. I reported it to Airbnb. It is now 12:30, they have still not vacated my apartment. I have had to disable the instant booking service for today. I am so disgusted that individuals can be so disrespectful.

Helen3
Level 10
Bristol, United Kingdom

@Rowén0  I would look at charging the guest a late check out fee in line with Airbnb's policy (think it is 2 times your normal rate).

 

Also if you need to pay the cleaner to come back charge him that too.

 

Have you followed up your call with a message through the Airbnb app. If not do that now and remind the  guest that he is being charged a late check out fee in line with Airbnb's terms and ask him to come back as soon as possible.

 

If you have guests arriving, you may need to pack up his stuff. (not sure on legalties of this where you live). What did Airbnb advise?

 

Terms of Service

 

8.2.2 You agree to leave the Accommodation no later than the checkout time that the Host specifies in the Listing or such other time as mutually agreed upon between you and the Host. If you stay past the agreed upon checkout time without the Host's consent (“Overstay”), you no longer have a license to stay in the Accommodation and the Host is entitled to make you leave in a manner consistent with applicable law. In addition, you agree to pay, if requested by the Host, for each twenty-four (24) hour period (or any portion thereof) that you Overstay, an additional nightly fee of up to two (2) times the average nightly Listing Fee originally paid by you to cover the inconvenience suffered by the Host, plus all applicable Guest Fees, Taxes, and any legal expenses incurred by the Host to make you leave (collectively, "Overstay Fees"). Overstay Fees for late checkouts on the checkout date that do not impact upcoming bookings may be limited to the additional costs incurred by the Host as a result of such Overstay. If you Overstay at an Accommodation, you authorize Airbnb (via Airbnb Payments) to charge you to collect Overstay Fees. A Security Deposit, if required by a Host, may be applied to any Overstay Fees due for a Guest’s Overstay.

 

https://www.airbnb.com/terms#sec8

Rowén0
Level 2
Cape Town, South Africa

@Helen3 

Airbnb advised that we charge them. I have sent him a request via the resolution Centre. He has still not responded to any of my messages which was via the Airbnb platform. I had to eventually return to work, so I’m not sure what time they eventually checked out. But they never had the decency to notify us that they finally arrived, or why they did not check out time. Airbnb indicated that they would assist if he does not respond.

Helen3
Level 10
Bristol, United Kingdom

I am glad my advice was helpful @Rowén0 

 

Please leave an honest review for the guest and definitely mark him down to at least three stars for communication, so he can't instant book with another guest.

 

It is appalling that he decided to overstay without letting you know, but even worse that they seemingly have decided to come back and check out late with no explanation.

Rachel765
Level 2
Oklahoma City, OK

So I was having serious issues getting guests to check in and out on time. In order for Airbnb to back you, it must be in your “house rules.”  

My house rules clearly state “check in is ***.  Check out is ***.  Checking in before ** or out after *** will result in a $40 fee.”

Then when the guest books I send a greetings message asking them to review the house rules before check-in.  

I have a “home sharing,” rental.  If they still havent checked out 15 min before check-out, I send a “friendly reminder,” about check-out and my policy.  At 5min till I send the money request.  I can cancel it if they check-out in time, but it usually demonstrates to the guest that I’m serious about check-out time.

Hope this helps!  It took me almost a year to perfect this process.  It was worth it, knowing now that I’ll have the ample time to change over my rental.

Adriana1674
Level 2
Los Angeles, CA

Hi, so just wondering as I'm pretty new here.  Where and how do you charge/send them the extra fees if they break your policy?  Thanks!

Sophia
Community Manager
Community Manager
London, United Kingdom

Hey @Adriana1674, Welcome! 🎉 Happy to have you here!

That's a great question! Since this thread is pretty old and hasn't had any new comments for a while, I'd highly recommend that you create a conversation and pose this question to the wider community 👉🏽here There are lots of lovely Hosts who I'm sure will share their advice 😊

-----

 

Please follow the Community Guidelines

Amber818
Level 1
Baltimore, MD

Hi @Rachel765 ! Love this idea as we keep having guests either arriving hours early or staying past checkout.  However, do you find that any of your strategy results in poor reviews? We're afraid if we implement a fee or send guests the money request like you suggested that they'll give us lower ratings. Appreciate any feedback you've received!!

Helen3
Level 10
Bristol, United Kingdom

Your guests can only check in early and check out late if you let them @Amber818 

 

1. How do your guests access your property? The simple solution is not to let them check in early. Meeting in person/electronic check in means they can't arrive early.

 

2. Do you remind your guests as part of your check out process about your check out times etc the day before they leave. Just remind them you/your cleaner will be at your listing at XXX time to allow time for a full clean between guests.

Ervina1
Level 1
Burlington, VT

HI, I am wondering where did you add the part about checking in or out will result in a $40 fee.  

Kate2161
Level 1
New Lambton, Australia

Hi ervina,

 

I think they mentioned putting it in you ‘house rules’ 

Judith10
Level 2
Seattle, WA

@Rachel765 thanks for all that, very helpful. I checked your listings to see how much of a percentage $40 would be. It's funny (or not) how reluctant I am to charge folks, and fearful it'll be too much, but then I note they take an Uber to downtown which cost the same as the room. Your advice is empowering.  In your house rules I noted check in and out 5 p.m. and 10 a.m., but for overstay 11 a.m., is that a grace-time window you offer, or a typo? Thanks again, Judith 

Rachel765
Level 2
Oklahoma City, OK

Thanks Judith.  I’m not the kind of host that hides fees or has add ons.  My rate is my rate so I don’t feel guilty for enforcing my check-out time.  I actually got a bad review about it and it really helped out by driving the point home lol.  As far as the discrepancies in time it was a typo.  I recently changed my check-out time.  Thanks for pointing it out, all fixed now.