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late check in

Our check in policy is clear, 16:00 - 21:00. If guests request late check in we normally accept, unless the time is crazy late like 2 or 3 in the morning. We are in contact with guests the day before they are due to arrive to explain check in times in case they havent read the policy.  Today we have guests arriving who obviously had not checked the train times, even though we messaged them yesterday to check the arrival time.  they have now  told us they expect to arrive around midnight which is bloody annoying. no apology or even a "is that ok?"  We are not a hotel this is our home and to have to wait around until 12 is really inconvenient.  any tips on how to deal with this?  is there a late arrival fee we could impose? 


Profile picture for user sharonpowney.hotmail.co.uk s
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Sharonpowney 2 years ago

I totally agree.  It is really inconsiderate.  Unfortunately guests don't read a lot of the detail.  You can charge them but then you risk getting a bad review.  Really difficult when they are coming into your home as you can't just leave a lock box for someone to let themselves in.

I had someone that wanting to arrive at around 2am and when I told him it would be $20 he wasn't happy and cancelled.  Which suited me fine.

As a start put something in the Fine Print about a charge.

Profile picture for user book.lighthouse-cottage.co.uk l
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Lighthouse Cottage 1 year ago

I have the same check in times as you and it is all over my listing. Guests just do not read the detail. I send two automated messages reconfirming this. One on booking and one just before arrival. I am very strict. After 9pm the have missed check in and can't stay with me. I mark them as a no show, which means I get paid and they can't leave negative comments unfairly. This is a tough business and you need to be firm but fair. If a guest asks on booking for a late check in we can negotiate but those who 'do as they like' I have no sympathy for. 

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Dawn Hopkins 2 months ago

I realise that this is an old post but i couldn’t agree more with your comments.

After almost a year of starting up, I must admit I’m a little jaded, especially by late checkins abs no communication. Always happy to help with a request but completely fed up with people ignoring final check in times 9pm, and then calling or turning up at midnight!

So today we did the no show and refused to let them arrive when they finally sent us a message.

It felt harsh, but we have to survive and need some policies don’t we? 

 

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Chiara Peveri 10 months ago

I have the same problem. Good tip for the no show case! But what if we want to ask a fee for late check in? ls there a dedicated section on booking or it is just in the description? Cause ask for the extra fees while here is not easy. 

Profile picture for user book.lighthouse-cottage.co.uk l
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Lighthouse Cottage 10 months ago

I don't think there is a section for late check in. You can put it in an automated message tghat only 50% of guests will ever read. I charge £20 for late check in up to 11pm if it suits me and late check out up to 12 noon, again if it's convenient for me. 

Profile picture for user Jarratt - Account Advisor j
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Jarratt - Acco… 10 months ago

Hello, there is no current standardised option for advertising a late check out fee, but if you would like to charge one it is important to have it advertised at the time of booking so it is included on the property page and the booking confirmation to refer back to. There are some good options shared above by various community members and hopefully this helps you decide which option best suits you. A combination of the above to give as much visibility to your late check in options would be best; 

- Request to add some information to your fine print (via Property tab > Descriptions)

- Set up or add this information to an automated message sent to guests ahead of their arrival (via Property tab > Messaging). 

- Consider requests on a case by case basis

- If there are any issues with a reservation, please call the customer service team who will be able to assist on a reservation specific basis. 

 

 

Kind regards, 

Jarratt