What do you do when guests are about to arrive and your space is not quite ready?

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    Sara Jarvis

    K2U no ;mine is a small London apartment and the other bedroom is mine, the French couple who left their car here after check out then went around town all day unhappy they had to pay parking and he also was the same diabetic who didn’t thank me for the trouble I went to are the ones that gave me 7.5 on location and facilities, and refused to answer any email prior to arrival ;when they demanded free parking and were big trouble makers....the guy said he can only eat omelettes for breakfast but I clearly advertise no cooked breakfast......there are 3 cafes in my street that do hot breakfast.

    The biggest error is that I forsaw all these problems and offered a free cancellation from their side but they did not read my emails or answer their phone......so we do not on BDC have the right to cancel them without penalties. I find ABB far easier to deal with when these problems arise.

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    Homestay in Cairns

    My checkout time is 10am. If I can see the guest isn't making an effort to be out on time I ask if it's OK to take the towels and sheets for washing so I can start to prepare for the arriving guest at 1pm. I offer the guest space to leave their luggage and/or wait in the garden area if they need more time but I must start to clean the room in a few minutes. This usually gets them moving. I have found you can't be too lenient as  the guest will take advantage of your kind nature and leave you in a desperate situation. Charging a late fee might work for some but when you don't have a room to spare that's not going to help the situation.

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    M Adamopoulou

    When my guests check out I always give them a small gift.

    A day before checking out I usually ask politely my guests whtat time they are planning to leave so I could give them a small present.  That way I am informed about their checking out time.

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    Homestay in Cairns

    I don't offer a gift but I do ask what time their flight is tomorrow and do they need my Airport drop off service or would they like me to book them a taxi. That way I know exactly what time they will depart and the check out time can be mentioned if need be.

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    Post

    I agree with Sara Jarvis that one should stick to a clear rule about check In time ..we get young Americans and adult Indians who turn up at 10:30 knowing full well that Check In is from 14:00        ..we take care of their luggage and send them off with a smile and a hiking map.

    We do give "early morning " incoming guests access to a toilet and to the garden of course, but never to unfinished rooms or to our breakfast dining areas .. that is just a hassle..

  • Avatar
    k2u

    Post,

    Our guests here (mind you this is a Motel) are of all different nationalities. We are in America, it seems not to matter what nationality they are. No one reads House rules, check in and check out times, although posted on BDC, here in the office and in each room. 

    We have a guest today that needed to check out late (because we do availability which is not often at all), Her flight is leaving 5pm so checking out at 2:30 which is 31/2 late. In this case, again because of the availability, I did not charge her the late check out fee. However, the housekeeper will be gone for the day. So now it may be a loss of money. If I did not have availability, she would not be able to check out late. I could hold her luggage here in our office, and she could go somewhere while waiting to leave.

    It is very cold here now.  Otherwise, she could enjoy the property where the sitting areas are. 

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    Jonathan

    We are very lucky to be located a few minutes walk away from Montville Village. Fortunately, this has never happened to us, but if it did, I would recommend a little stroll to the village. 

  • Avatar
    M Adamopoulou

    Hi Homestay-in-Cairns and welcome to the forum. I fully agree with you. Having a friendly chat with guests it’s possible to find out what their plans are thus making your life easier.

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    Akwador

    We had a toilet break and flood the room. The plumber arrived and only managed half the job because of waiting for cement to dry and re-tiling around the toilet. We were forced to tell a lovely couple who arrived that we could not accommodate them. We had spent the entire morning attempting to find somewhere else in peak season and eventually we booked them into the last remaining room at a hotel 2 miles away. We paid the full price which was €200 above what they had paid us and gave them a copy of the bill so they had a proof of payment at the hotel - they could therefore see we had paid well over what they had given us in re accommodating them. Further we drove them to their new hotel and left them in the hands of the receptionist having confirmed all was paid for. That was all 'paid back' in a 10/10 review from them saying how kind we were and thanking us for all we had done - they never actually stayed 1 day in our establishment. 

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    Moira

    Only happened to me once thank goodness!!! Guest arrived at 12H00 and my check-in time is 14H00.

    I was very polite and told them to go and have a coffee and give me an hour. They had no problem and at the end, I even received a 10/10 review.........its all about reading your client and treating them special......but yes you will get the ones that will just give you hell no matter what you do. I believe in killing them with kindness and respect and being genuine about it.

  • Avatar
    M Adamopoulou

    It never has happened to me. The opposite I would say. Most of my guests are so late that I start worrying.
    Moira killing guests with kindness and respect really works. I had a very rude guest once but treating him as you said with kindness and respect turned out to be a very appreciative guest.
    Take care.

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    Mcdanielhugh

    We get guest that arrive early, mostly at weekends, I send them off to meet the animals,  we are a farm, and that's usually why they come early.    When the room is ready I let them in.  Its my opinion that guests should never see the room until its been serviced and looks its best, first impressions are what drives great reviews.   Even if it is raining, no one gets in until the room is pristine,. 

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    Joseph Attard 1972313

    Hi, we seldom have this issue but sometimes it happens mostly when guests arrive earlier than check in time.  We offer them to sit in the lounge, show them the room and give them the key and inform them that they can go in the room in about 30 mins.  Usually instead of sitting in the hall they go to the nearby St George Square for a drink or a coffee. 

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