How to Handle Early Check Ins and Late Check Outs Like a Boss
I know it has been a while since my last blog, but as those of you who are in the industry know, summer is a busy time for vacation rentals. So much has been going on but this week I would like to talk about late check outs/early check ins.
During the slower months we have no issues giving late check outs/early check ins but in the summer months, we sometimes have 16+ turnovers a day. Housekeeping needs to stick to a strict schedule so that houses are cleaned, disinfected, restocked, linens cleaned and set up for the next guests who are arriving. This summer has been one of the most frustrating as far as guests who expect early check ins/late check outs or just simply refuse to vacate the property on their check out. This is reflected in reviews, of course, but a large part of the guests we have had trouble with this summer are verbally, and in one instance, physically aggressive towards housekeeping and towards me.
Listen, our listings all reflect the check in/out times, their contract reflects the check in/out times, they received a check out check list that states if they are not out of the home by 10 AM, they will be charged a full nightly rate, they sign this. It’s posted in the homes and in the info books in the homes. I review these policies with them on check in. It’s not just a few minutes it’s hours of fighting with them to leave the homes. I am nice, I am mean, I am patient, I am understanding, empathetic, nothing gets through and when we pursue the additional highly rate from them they become enraged and fight us tooth and nail. I JUST DON’ T GET WHY PEOPLE DON’T GET IT!
I have heard every excuse in the book from we had a flat tire (they also forget that there are cameras on the properties) to several people who complained that it was too hard for them to get 10 people out of the house by 10 am, one was a young mother and the other, well her children were in their 30’s…. insert facepalm here.
I have gone on vacation every year with my 4 children since conception. I also took my nieces and nephews with me for a total of 12 at times, I HAVE NEVER MISSED A CHECK OUT!!!!! I pack everything up the night before, leave out our incidentals and last minute things and then we check out in the morning BEFORE check out time. The check out time is posted by the door, if we are late we get charged. I have never gotten angry, gotten into someone’s face and hurled expletives at them, balled up money and thrown it at any one, never.
ATTENTION GUESTS: STOP DOING THIS!! IT IS UNFAIR TO THE OWNERS, HOUSEKEEPERS AND PROPERTY MANAGERS THAT ARE TASKED WITH KEEPING THE RENTALS GOING, TURNING THEM OVER AND PREPARING THEM FOR THE NEXT GUEST TO ARRIVE. SOMETIMES THERE ARE REPAIRS THAT NEED TO BE MADE, OR DAMAGED THINGS THAT NEED TO BE REPLACED. THINK ABOUT HOW YOU WOULD FEEL IF WE HAD TO DELAY YOUR CHECK IN BECAUSE THE LAST GUEST WANTED A LATE CHECK OUT! IF WE CAN GIVE YOU ONE WE WILL BUT IF WE TELL YOU NO, PLEASE UNDERSTAND IT IS BECAUSE WE ABSOLUTELY CANNOT DO IT.