Arrivals Past Midnight (Same-Day Reservations) 

Guests who plan to arrive after midnight must be booked for the previous night to ensure their room is available upon arrival.

Note: This process applies when handling calls after End of Day (EOD), which is 1:00 PM Manila Time (PHT) / 12:00 AM Central Standard Time. Ensure date alignment is handled correctly when creating reservations during this period. 

Example:
A guest arriving at 4:00 AM on March 22 must have a reservation dated March 21.

Next Steps / Agent Guidance

1. Confirm 24-Hour Front Desk:
Check if the hotel has a 24-hour front desk to accommodate the guest’s request.

2. If Not Available:

• Offer to refer the guest directly to the hotel for late check-in.

• Or continue processing the reservation with clear expectations:

  • Late check-in may not be available.

  • Approval is required from the hotel.

  • Guest should be informed that it’s subject to the hotel’s discretion.

Key Tip: Always set expectations clearly with the guest to avoid dissatisfaction. When possible, route the guest to the hotel directly for smoother resolution.

Hotel Booking Rules to Communicate to Guest

1. Reservations are based on nightly stays, not calendar days.
    

Example Script:

“Even if you arrive after midnight, your booking will reflect the prior night. Since you’re arriving at 4 AM on March 22, your check-in date is still March 21, which is the night your reservation starts.”

2. Standard check-out time still applies.
    

Example Script:

“Your standard check-out time will remain the same. So, for your March 21 check-in, your check-out will still be on March 22, even though you arrive early in the morning.”

3. Recap with the guest to prevent misunderstandings.
    

Example Script:

“Just to recap: your check-in date is March 21, arrival at 4 AM on March 22, and your check-out is March 22. Please note that late check-in is subject to the hotel’s approval, and standard check-out times still apply.”

Why This Matters

Clear and proactive communication helps:

• Prevent guest dissatisfaction and confusion

• Reduce the likelihood of cancellations

• Protect your HP score

Always prioritize transparency and accurate documentation when handling late arrivals and early check-in requests.