Last minute booking with arrival outside regular hours

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89 Kommentare

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    pibomarco


    I have dealth with a self check-in instructions and is quite succesfull :) 

    Since it is a last minutte, you either call Booking.com support that would be the fastest option to resolve your issue. 

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    Blagoje Supic

    And charge them extra:)

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    Koom

    I had a similar problem. Booking.com we’re very helpful and sent the guests a cancellation notice. If you ring them I find them very helpful

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    Riccardo

    it would really be great if booking would add an option for extra charge for late or early checkin, like they do for cleaning, towels etc

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    Boss of the Hotel ;-)

    Its all up to you !  You can offer an automated self check in service, you can contact booking to cancel the booking.  Or just go to bed and leave the guests on the parking lot and have their credit card charged.  Your choice, but remember that you will have to bear the consequences too.  Even if i hate it t o have guests in the hotel, that i didnt receive personally, i go for the automated check in service.  It will happen more and more, weather u like it or not

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    pibomarco

    I accept almost half of guests without even meeting them in person lol. Self check-in is great. We even have self-service bar, self-service everything.. What can I say, I'm lazy LOL. 

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    Murciafit

    I agree with charging more. I think some guests think a holiday home is just like a hotel. An issue I have a lot is a guest telling me a time then arriving up to three hours later, with no phone call or notice🤦🏼‍♀️

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    Melharbour

    We are lucky we live in a rural area , and have self catering houses. We give them good instructions and leave the lights on and the door open of their  house ....but then they write in their review at at 3 am no one was there to greet them ....Also , some of then just knock on our neighbours house, who is not too happy about it, to ask him where their house is .

    Still, this is only one in 15 ....not too bad ...

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    John Tuck

    I think most people that have commented have not read the original post 'a small B&B' maybe like us no space for check in desk, do not want to leave the front door open. Legally in the UK if your check in time is 9pm you do not have to oblige later check ins. Obviously we are all flexible, we will in exceptional circumstances wait up until midnight. But we do push people to be here before 10pm.
    Also there's all the new data regulation (GPDR) to take into account coming into force on 24/25 May. Where we have to take the full name of every guest and document details of foreign guests. Surely this has to be done on arrival.

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    Gillian

    Would a lockbox near the front door be the answer for these difficult ones? Then you don’t have to leave the door open. I use lock boxes for my holiday rentals and they work well. I do not live on the property but I meet most guests. Lock boxes take the pressure off guests rushing to arrive on time, and off me. I ask guests to sms me on arrival ‘so I can relax’ but only about half do. Usually we catch up in the morning. But also after being caught by unexpected guests who have made a booking within a couple of hours of a late check in, I have my settings at ‘24 hours notice’. I may miss some business, but I keep my sanity.

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    James Orourke

    This is happening too often and booking.com should take full responsibility after all the last check in time is on there site there system should have a cut off time for guests to book after the check in has reached it should be cut of.come on booking .com take responsibility time to look after your side of things

     

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    John K

    Self check in would be the most preferred option. But if you choose to charge the guests an extra fee for late self check in's may result with some negative reviews, which is unfair as the check in hours are clearly stated. But from my experience, inform Booking.com customer service or leave a message with the guests via Booking.com a self checkin is arranged with any other details.  

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    Addverbaan

    I had this once before, someone didnt turn up untill 2 in the night (not even said on the booking they would turn up that late). They didnt react on my phone calls, voicemails or my messages via booking.com, that I needed to be contacted if arriving any later than 9pm on the day of arrival (called them 9, 10, 11 and 12pm). He even got pissy with me as I didnt open up the door quick enough and was pressing the doorbell continuously so my son also woke up at 2 in the night. That for me was the last straw with this guest and didnt let him in as he technically was a no show any way. If guests let me know in advance I am happy to set my alarm to check them in late. 

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    Diana Foster

    I let all guests know that if I am not at the house when they arrive the key and a note will be under the front door mat. Same applies if they arrive after I have gone to bed. plus I leave some lights on.

    Unfortunately some people arrive around midnight, or even later, and then ring me up without even looking for the key!!!

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    Richard Davis

    If they don't bother to contact me I mark them as a no show after midnight and go to bed. Our check-in finishes at 10.30pm as we are a small B&B. Some people say they don't get our emails so don't know where we are etc.
    I ask foreigners for their travel details so if planes are delayed I can check as they cant do anything about that, but I did have one guy who said he was arriving at 8pm at the airport and then emailed saying he had decieded to go out to dinner with a friend. He arrived at 2am and then had the cheek to write that we should have a self check in system for late arrivals!!
    I would like to be able to review guests the way airbnb allows you to. We have had some horrible reviews from people who have not read the accommodation description beforehand and not been nice guests, but on the whole guests usually arrive when they say and are nice.
    Booking.com have been very helpful on the odd accasion there has been a problem.

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    Ianmarshy

    Yes I totally agree. We as partners should be able to rate the guests. Most people are lovely but it only takes one crazy person to in-do all your hard work and bring you down.
    On this part I favour Airbnb.

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    Laketaupo

    As a private boutique accommodation establishment it is certainly frustrating when guests do not arrive at a reasonable hour and then do not make any contact to advise a late arrival. We try to meet guests but in the end if we do not hear from the guests we leave an access key in a lock box so they can let themsleves in. We also have a full information compendium in each of our guest apartments so they are not left in the dark on how things work in the apartment, plus contact details etc.

    But even with all this, there are still guests who arrive very late, cannot follow the instructions and information, and then ask for information which is all spelt out in the info compendium.

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    Escalbnb

    This is really easy. I have been doing this for 20 years as of April 1st. As much as I like the personal interaction there are times when it's not possible, such as this case. What I do is leave them a note, with their room key enclosed, stating where their room is located (PLEASE be quiet-there are other guests staying), have them select breakfast time and leave it where they can find it. I also send ALL of my Reservation Guests a brief message through Bookings, upon making a Reservation, to please CALL-ME if they are going to be late. I also have last minute guests, same day, to call-to-confirm. I know it sounds like a lot but the last minute bookings have become SO less stressful. I also discourage same day Reservations as I have had guests sit in my driveway, make a Reservation, walk through the door saying I have a Reservation and if I rented the room want to guess who pays?? I am also starting "Self-Check-Ins"  where I leave them a message on the door. So far people are loving it. They come when they want with no "Check-In" times. You might want to try that. I also have a 1-day (no same day) cut-off.

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    Harkinshouseinn

    This goes back essentially, to booking.com being set up for hotels and not so much traditional B&B's. They call us and beg us to list with them but then we are limited to what we can say about our place and it does take away from our personal touch that we offer and that most people staying in a B&B want. Those booking last minute with booking.com rarely read all the information about our places and assume someone is sitting at the desk 24 hours a day. I agree with most here....leave them a message about self check-in and hope for the best. Those who will not even respond to a message sent over booking.com are actually rude and don't really deserve the extra pampering we offer. The Harkins House Inn Bed & Breakfast, Caldwell, Ohio

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    Bb4beaches

    Lots of good suggestions made - here's what we do that seems to eliminate the late check-ins

    1 - we are set up on the OTA's not to take any same day bookings after 3pm. This way we have a better chance of contacting them before evening

    2 - Once a booking is received they receive a personal email from us with our welcome and other details, including a reminder our 4 - 6pm checkin time with a request to let us know when they will be arriving. We state no checkins allowed after 9:30pm

    3. We have only on a couple of occasions had someone let us know they will not be arriving until late (We accept up to midnight). If it were stated on their reservation for too late arrival we would cancel it with the OTA. Every attempt is made to contact the guest, if no response to the email we will try phoning them

    4. As a small B&B I am not comfortable with having a stranger enter our home without us meeting them therefore we do not offer self-checkin.

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    Randy

    It's amazing I'm the only one to post this, but we have recently changed our allowance time for last minute bookings from same day to 2 days.  The reason?  A huge increase in credit card fraud.  In January we had 2 right out of the gate from Booking.com (who oddly has been by far the majority OTA for this type of activity), and enough is enough.  

    The person books with a stolen credit card for a very last minute stay, sometimes books one night, sometimes 2 or even a week, and EVERY ONE of them wants to arrive late with a self check in (ie not to do an official check in).  We get red flags for quite a few of them, and when we let them know they have to meet us for chip & pin credit card plus government issued photo ID they end up being a no show or contacting us to try to still do a very late check in.  The ones that slip through, stay for free because we get a charge back from the owner of the stolen credit card.

    We are set up for self check in (we have coded door locks and can generate codes which are room and date sensitive) and normally most of our guests are self check in (maybe why we get this type of fraud?), but when our spidey senses tingle, we don't provide self check in information and require them to meet us for check in.  Our regular guests get door codes in advance, and can check in "anytime after 4pm", so 2 or 3am is fine with us.

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    Murciafit

    I don’t like self check in, I wish to know who is staying in my house. I have had several dodgy guests who have done strange things, stolen things and generally caused issue, luckily most of the guests are lovely. Take a deposit, charge if a later than usual check in, this does tend to stop fandoms, as they are paying actual cash on arrival. For instance a previously guest was having issues coming up with the deposit etc, despite being warned in advance, plus late fees, these were the worst guest ever, they even stole a kettle. I think if you have strict policies in place, it sorts out the good from the bad, not always.

    re booking.com, I have been on many other sites and think they are the most professional. Everyone I have spoken to have been so helpful and understanding, I a man very impressed. People who complain could list in another site.

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    Reservations

    We have this issue on quite a regular basis being a 9-room Inn.  We recently moved to a key less entry, so that when we know in advance someone will be late, they receive an email from us with the 4 digit code for that evening.  However, when we are NOT contacted in advance (which is the real issue here) and the guest has not arrived before our front desk closes, we can now program a code specific to them, explaining in a note left at the front door, how the key less entry works for their self-service check-in and that their entry code will be the last 4 digits of their phone number (as an example), and we leave their room key, registration form etc., in a folder on the front desk (also explained in note left at front door).  I should note.. we never leave after-hours entry instructions without 1st processing charges on their credit card for the stay, so even last minute bookings must provide a credit card.    

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    Jude McLauchlan

    We have a no check-in after 8.30pm policy and to avoid anyone actually booking late I usually go into our reservation system about an hour before this time and block off the rooms - we only have 3 rooms in total so this is easy and avoids being woken up during the middle of the night because someone has booked and taken no notice of your times. 

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    Ros

     I love some of the above and it gets down to managing expectations. I don't  live at my premises and have a lock box outside and have prepared  detailed arrival template letters with detailed instructions and sensor lights. Easy peasy  for em and guests are great. My only problem is I need to get around to very good letters for my non english speaking chinese guests as they often don't reply to messages and turn up at weird times. I have found booking.com fantastic on those occasions.  

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    Info

    We are a small B&B with a check in time from 3-9PM.  Our initial email to all guests states the rules and that they must contact us. An amazing number of guests do not read rules and info posted on booking.com, our website and our reservation letter that goes to everyone immediately upon receipt of reservation.

    We often have guests arriving outside of our check in time, but, if they don't contact us in advance, they literally cannot get in.  I do stress that.  We have installed a coded lock on the front door, and, IF they let us know in advance that they will be late, we send them the code and directions to their room. Lights in hallways are always on.

    As Ros above says, non-English speaking guests, in particular Chinese speaking guests, do not seem to understand the difference between hotels and B&Bs and often do not get in touch, and often arrive from Asia on very late flights. It is often more of an issue dealing with these guests who clearly have cultural differences that we don't understand, and visa versa.

    Also in response to a post about fraudulent reservations: we take the first night on a cc.  I have had multiple cards that would not process this winter.  I call/email the guest and if no response (sometimes it is just honest mistake) I cancel immediately. 

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    Randy

    Info: in response to our post about fraudulent reservations...we take the payment, it processes and it's deposited.  The credit cards I mention are stolen, and have not yet been called in stolen.  When they are discovered stolen, they dispute the charges, when is when they are removed from our account.  Taking the payment and having it approved and in your account does not guarantee you anything.  

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    pibomarco

    They can dispute charges even if the card is valid or not stolen. They just claim that they didn't authorize the transaction, and card provider will refund them the ammount from our account. 

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    Mike

    In South Africa this type of booking generates statistically a 70% no show and half of that is due to fraudulent transaction counter measures. The tell tales are clients who make last minute bookings and do not respond to messages or avoid required responses to legitimate payment methods. The typical scam as previously mentioned is card fraud which can only take place if you accept it. My rule is I do not take payment via eft or manually processed credit card for last minute bookings. No exceptions. Guests who reply to messages and payment requests can pay by card using Zapper or similar digitally authenticated payment that is irreversible or pay cash on arrival. Guest who choose cash on arrival are informed that their booking will remain open for other deposit confirmed guests first and will be informed if their booking is cancelled otherwise it remains chargeable. Guests are required to contact us as late as acceptable to us prior to arrival to confirm arrival time. If they don’t we mark them as no show at midnight and write off our losses, rather than having unappreciative or non-paying fraudsters in our establishment. We also have a huge culture of people here that think it is OK to make a few bookings and check which place they can scam first or puts up with their nonsense like arriving late with additional guests etc and then just don’t show for the other reservations. I’m not sure if this can be done under one profile on BDC or multiple profiles are used but I truly hope BDC have some method of screening this and allowing guests to query or view this data when we suspect guests making multiple bookings. I have also compiled a list of fraudsters and down right disgusting humans over the last year that we don’t want in our establishments that I share with all my hosting friends on WhatsApp and soon to be free subscribed website as I am tired of having to deal with these people that so easily seem to keep repeating their crimes without consequence. Rather keep your sanity, sleep and dignity and host your place to people who believe in fair exchange and you care about. It is a business and some times every cent counts but what you loose on the round about you gain on the swings!

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    Murciafit

    Mike, great comments, I would love to have access to the list, worldwide should be covered. I have had a few terrible guests, who then display disgusting, as you so well put, behaviour. Then they become threatening, and I have had to back down, although I am running a business, these guests appear quite dodgy, and I would not want to receive any further negative behaviour, so I guess they are winning.

    It is a shame when people are renting out as an income or side income and we have to deal with these types of unsavoury characters.

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