This disappointed guest felt they\u2019d been the victim of a bait and switch. They believed they had a late checkout and planned accordingly. Then, they didn\u2019t.<\/p>\n\n\n\n
We don\u2019t know the particulars, nor do any potential guests read this review.<\/p>\n\n\n\n
What we know is if this is the most recent review, it\u2019s quite visible to anyone searching for hotels in your area and can propel them to move along and book a different hotel. A hotel with more positive reviews.<\/p>\n\n\n\n
A positive hotel reputation is key to your hotel\u2019s online reputation and visibility. In turn, this visibility drives bookings which drives revenue.<\/p>\n\n\n\n
That\u2019s not to say your reception staff should offer early check-ins and late checkouts to all who ask. They have to use good judgment.<\/p>\n\n\n\n
Let\u2019s compare common situations your front desk staff will encounter and the behind-the-scenes hotel needs they\u2019ll need to consider to ensure the best guest experience while balancing the hotel\u2019s business goals.<\/p>\n\n\n\n
Early Check In Requests<\/strong><\/p>\n\n\n\n When a guest requests an early check in, there are a few considerations. From the reception staff’s perspective, it\u2019s good practice to be non-committal. You can say you\u2019ll make a note and do what you can, but you can\u2019t make any promises because you don\u2019t know what your occupancy will be. That\u2019s true.<\/p>\n\n\n\n Here are three ways to handle such requests.<\/p>\n\n\n\n 1- The guest requests the early check in well in advance.<\/strong><\/p>\n\n\n\n If you state that you\u2019ll make a note but can\u2019t make guarantees, and they are insistent, you\u2019ll have to charge them for the previous night.<\/p>\n\n\n\n The reason? You\u2019re blocking the room from the night before to ensure it\u2019s available for them.<\/p>\n\n\n\n 2- The customer arrives and requests an early check in.<\/strong><\/p>\n\n\n\n This one is a little trickier, even if you have available rooms. For example, if you have only your best rooms available and these are not high-spending guests, you can politely let them know their room isn\u2019t yet ready. It\u2019s not.<\/p>\n\n\n\n However, if their room is ready, then it\u2019s easy to let them have early access and emphasize the hospitality. That creates positive feelings toward leaving a stellar review.<\/p>\n\n\n\n 3- Exhausted, jet-lagged guests<\/strong><\/p>\n\n\n\n When the exhausted guest appears at the front desk fresh off a long flight and a comfortable bed beckons, what do you do?<\/p>\n\n\n\n If you have courtesy rooms available, it\u2019s good practice to accommodate them at no charge, even if it means housekeeping has to clean the room an additional time. It\u2019s the hospitable thing to do and encourages the weary traveler to leave a positive review (once they\u2019ve caught up on their sleep.)<\/p>\n\n\n\n Each situation requires an empathetic listener who can be firm yet, polite when needed. Additionally, it\u2019s essential that you remember to block the room availability online and off.<\/p>\n\n\n\n What About Late Check Outs?<\/strong><\/p>\n\n\n\n When the guest is a few minutes late with check out, that\u2019s usually not a concern. A half hour or even an hour late can be considered a courtesy and not worth mentioning.<\/p>\n\n\n\n When it\u2019s later, though, that\u2019s when it can pose a problem.<\/p>\n\n\n\n For example, if your hotel has a standard 3 p.m. check in and the guest requests a 5 p.m. check out, your reception staff has to assess whether that will pose a problem.<\/p>\n\n\n\n Like the early check in situation, these are in-the-moment decisions. Your staff can\u2019t guarantee a late checkout is available days or weeks in advance because you don\u2019t know your hotel\u2019s occupancy. But on the day of, you do.<\/p>\n\n\n\n You can consider the following to balance the guest’s request with the hotel\u2019s needs.<\/p>\n\n\n\n Now, there can be times when you can grant a late checkout but charge the guest.<\/p>\n\n\n\n For example, if the guest wants a late checkout and you have availability but no maid service, then you can\u2019t resell the room that night, and you\u2019ll have to charge the guest for a full night.<\/p>\n\n\n\n 2) You have availability both in rooms and maid service.<\/strong> 3) An unhappy guest wants a late checkout.<\/strong><\/p>\n\n\n\n You have availability, and normally, you\u2019d charge a fee. Yet, this guest had multiple problems they can attribute to the hotel. In such cases, it\u2019s better to consider this a chance to salvage the relationship and offer a no-fee late checkout as compensation. This way, you reduce the chances of a negative review. Of course, the hotel staff must always remember to block online and offline sales of the rooms in question until they\u2019re clean and ready for use.<\/p>\n\n\n\n Further considerations:<\/p>\n\n\n\n Your revenue manager reviews historical data and makes recommendations. For example, if it\u2019s low demand and the chances are good the rooms will sit empty, then it may make sense to offer a free late checkout. If you do, then ask for a positive review. If yours is a new property or you have old reviews, this is a great way to boost your reputation score.<\/p>\n\n\n\n As you can see, many considerations exist for early check ins and late checkouts. Your staff needs to be able to balance pleasing the guests with the hotel\u2019s needs, and it often requires good judgment or common sense.<\/p>\n\n\n\n While software can automate many tasks such as inventory, rates, and initial guest communication, it can\u2019t handle the nuances of in-person communication with a demanding guest standing at your reception counter.<\/p>\n\n\n\n Training your hotel reception on the best practices for early check ins and late checkouts can help them recognize the hotel\u2019s business goals and encourage guests to leave positive reviews.<\/p>\n\n\n\n Ultimately, those positive reviews boost the property\u2019s visibility and brand reputation, boosting profits. That\u2019s the goal of revenue management.<\/p>\n\n\n\n![\"\"](\"https:\/\/revolution-plus.tech\/wp-content\/uploads\/2023\/11\/Federicos-pischellone1-1.png\")
<\/figure>\n\n\n\n![\"\"](\"https:\/\/revolution-plus.tech\/wp-content\/uploads\/2023\/11\/Federicos-pischellone2.png\")
<\/figure>\n\n\n\n\n
However, your staff must consider the logistics if the hotel is fully booked. When do you expect the next guests to arrive? Do you have maid service available and enough time to clean the room? If there\u2019s not enough time or staff to clean, then there\u2019s your answer. It\u2019s not possible.<\/li>\n<\/ol>\n\n\n\n
Once you\u2019ve verified you have both available, it makes sense to charge the guest at least 50% of the rate. That\u2019s because the room is worth less as the afternoon and night wear on, and selling it at the full rate is tougher.<\/p>\n\n\n\n
4) The guest requests the late checkout months in advance.<\/strong>
Like the early check in scenario, you can\u2019t make any promises but can say you\u2019ll do what you can depending on availability. However, if the guest is adamant, you can offer the following solution. They either pay for an additional night if you\u2019re unsure if you can retain maid service or 50% if you think you can retain maid service after regular cleaning hours.<\/p>\n\n\n\n