Guests not leaving on time

[David-and-Annie0]

Hello fellow hosts!

I always start to stress on check-out days if I am seeing no activity on our outdoor cameras, especially if there are other guests checking in that same day—but even if not, because my cleaning people and hot tub cleaner are scheduling around check-out times. 

Once we had a guest who stayed for 2.5 weeks and then just didn’t check out by noon on his check-out day. After communicating with him, he said he had written the wrong check out day on his calendar. He did rush around and left within 1.5 hours (We had other guests coming that night), but now I am in constant fear it will happen again. 

So whenever someone stays for more than 3-4 days, I send a message that morning saying something like, “hope you had a great time, safe travels home today!” 
I did that with the guests this am but when I look on the outside cameras, they are just lounging around on the deck—they have 20 minutes to check out. I hate to be pushy and I don’t want to upset them or spoil their perception of their time there or of us as hosts, but it’s very frustrating!
Maybe they did not see the message I sent through Airbnb. Should I send a message to her cell phone? 

When noon rolls around, I’ll have to do something. 
I’m guessing they are confused and think they are checking out tomorrow. 

I’m looking for tactful ways to make sure guests know when they’re leaving and that they stick to that. 
We do have a sign posted with the check-out instructions saying failure to check-out on time may result in a full-day’s rate, but we have never enforced it.

Thanks for your input!

[Sam397]

Guest checking out late is going to happen, you need to adjust your check in time to allow for any delay that happens. Another thing I found is if your actually at the listing waiting for them to leave they will be in more of a hurry. Im not saying  for you to go sit on the couch but do something out in the yard or something. 

[Helen3]

I think a midday check out is far too late particularly with Covid. It leaves you with little wriggle room, so I would advise go for 10.30 with a view to cleaners turning up at 11am.

I remind my guests the day before and ask them to confirm they understand when they need to leave by.

You can also include in your house rules that there will be hourly charge for late checkout as cleaners will be billing for their time.

If your guests are still there half an hour before the latest check out time, I would give them a call and say you just wanted to remind them of the latest check out time as your cleaners are turning up at xxx and will charge once they are on site and you would hate for them  to incur any late check out charges.

[Emilia42]

@David-and-Annie0 

I would incorporate a message into your messaging routine that you send to all guests the night before they check out. Something like "Dear so and so, thanks again so much for staying. I hope you enjoyed your time at Chateau Wonderland. As a reminder, check out tomorrow morning (Date) is 11 am. Our cleaners will be arriving shortly after 11 to begin their routine. If they notify me that you left anything I will get in touch with you right away. Have a safe trip back home!"

More chances than not, guests won't want to run into the cleaners. 

Personally, if I have any reservations which are a good length of time (~6+ nights) I will block off the checkout day just in case. Too many things can go wrong when you don't have eyes inside the place for that long. 

[Sarah977]

@David-and-Annie0  Well, if I were a guest who had mixed up the check-out date and you sent me a check out reminder on check out day at 9 AM, I wouldn't see it till I got up sometime later because I'm not an early riser, especially on vacation. And I turn off my ringers when I go to sleep. So at 10:30-11, I'd probably be settling into those loungers, with my first cup of coffee, and then looking at my phone to see if I missed any calls or messages. There is no way I would then be able to get it together to check out by noon. Well, I could, but I wouldn't then have time to tidy up, wash the breakfast dishes, or any other mess I might have made, and I would hate that, because I never like to leave anyplace unclean or untidy.

Most definitely check-out reminders should be sent the night before. And yes, I think it's wise to do so both through Airbnb messaging and also with a text just in case they missed it.

[Russell49]

This is easy to sort out. I always leave a message the night before checkout saying something to the effect of "We hope you enjoyed your stay here...... To check out in the morning, simply text me upon locking up (anytime before 10AM) ."