Late Check-Out

Process Goal:

To enhance guest satisfaction by accommodating late check-out requests whenever possible, while ensuring our cleaning and turnover operations remain efficient and on schedule. By carefully coordinating with cleaning teams and updating property systems, we provide a smooth guest experience without compromising the readiness of properties for incoming guests.

Step 1:

Check for Same-Day Turnaround

1. • Determine if a new guest is arriving on the same day as the late check-out request.

   • If there is NOT a same-day turnaround: Proceed to Step 2.

   • If there is a same-day turnaround: Please let the guest know that a late check-out is not available.

     • Use one of our three message templates in Guesty, depending on the specific situation.

Step 2:

Check Cleaning Schedule

1. • Check if the property is scheduled for cleaning on the same day as check out or the following day.

   • If cleaning is scheduled for the next day:

     • A late check-out can be accommodated. Proceed to Step 3.

   • If cleaning is scheduled for the same day:

     • Contact the cleaning team and ask if they can adjust the cleaning time to accommodate the late check-out. Only proceed to Step 3 if they can.

     • If the cleaning team CANNOT accommodate:

       • Proceed to Step 4. Skip both Step 3 and Step 5.

Step 3:

Update Property Management System

1. • In Breezeway, add a task for "Late Checkout" on the property to ensure visibility for all team members.

Step 4:

Notify the Guest

1. • Use our approved templated message to inform the guest of the late check-out approval or denial, including any relevant details (e.g., the extended check-out time, any additional fees if applicable).

Step 5:

Adjust Lock Settings

1. • Update the lock settings to reflect the new check-out time.

Step 6:

ONLY APPLIES TO CHECKOUTS THAT REQUIRE ADDITIONAL FEES

Refer to the Accepted Alterations Page for the Final Steps 

• Once the alteration is accepted by the guest, continue with the accepted alterations procedure.