How do you handle guests that stay past check out?

44 replies [Last post]
Offline
Joined:
06/24/2008
I knock on their door to remind them.
33% (6 votes)
I just wait
11% (2 votes)
I give them 30 minutes then remind them
39% (7 votes)
Other - please explain
17% (3 votes)
Total votes: 18
Proud Texan's picture
Offline
Joined:
05/30/2008

We always remind our guests about their checkout time as we say our goodbyes as they are leaving from breakfast.

Only once, early on, did I have to go and knock on a door.  A young couple were "no-shows" for breakfast...they were otherwise occupied...and were oblivious to the time.  No malicious intent on their part, just thoughtless behavior.

 

Offline
Joined:
05/22/2008

That was part of our intro speech. Check out is at 11 AM! We rarely had problems and when we did have late ones, it wasn't that late and if we didn't have guests checking in, we really weren't worried about it.  A couple of times, I have gone up at 11, knocked on the door and said It is check out time"  We need to clean rooms for new arrivals. That usually did it.  Now a days..you all seem to have real PITA's...so I know several of my friends are now charging a $50 late check out fee for an extra half hour.

Offline
Joined:
05/30/2008

Just an fyi in this discussion... We have had housekeeping knocking at our door at 9 AM in our last several hotel stays (regardless of brand, etc.).  Check out time is the standard 11 AM or noon.  That ticks me off royally....

However, I'm married to the person who stretches check out until the last possible second.  It's gotten to the point that I tell him that check out is a half hour earlier! 

__________________

People don't notice whether it's winter or summer when they're happy.
~ Anton Chekhov

 

Madeleine's picture
Offline
Joined:
09/29/2011

At a hotel we always hang out the do not disturb sign as soon as we arrive. Sure, it doesn't help if the housekeepers have nothing to do and they know you're leaving that day.

I don't think anyone here has the time to start knocking on doors before check out time.

__________________

Everyday, for good or ill, we intersect with some else's story and become a part of it.

 

Offline
Joined:
05/30/2008

Yes, the Do Not Disturb is on the door knob!  Must be some new initiative to get folks out ASAP so rooms can be ready for early check-ins at hotels.

I did not mean to imply that innkeepers would (should, or could) be knocking on doors before check out time...just relaying what is happening in hotels.  Might be a reason people are pushing the check out time with those easy going innkeepers?  Eye-wink

Offline
Joined:
06/24/2008

Samster wrote:

  Might be a reason people are pushing the check out time with those easy going innkeepers?  Eye-wink

I felt that jab in my side all the way over here!!!  Now if only DH would feel it!!!   No, this may take me doing this on my own without his knowledge.  A ring to their room as a reminder 15 min after checkout time may be my first step, this after me adding the check out time as part of my regiment at check in. 

Highlands John's picture
Offline
Joined:
04/16/2010

Our worst ones are the people that come up from London for the weekend on the overnight sleeper train. It gets into Inverness about 8am, they rarely get a car so they bus out here for mid morning. Then I'm stuck with them because they've no way of getting anywhere, 

On the day of departure the train leaves at 9pm, so they're reluctant to leave because they don't know what to do all day.

 

__________________

If you wanted hotel facilities you should have booked a hotel and paid hotel prices!!!

 

Madeleine's picture
Offline
Joined:
09/29/2011

We are now seeing that. Train arrives at noon. Departs at either 7 AM or 6 PM. And everyone wants to use the bathroom.

Breakfast Diva's picture
Offline
Joined:
05/26/2009

Knock, knock....."is everything ok? Check-out was at 11:00.

Typically they will feign ignorance and then ask for more time. "oh, I'm so sorry, we have an appointment and have to leave".

If you want to go for a late check-out charge it would have to be in your policies on the website and in the policies that they have to click when making a reservation.

Offline
Joined:
06/24/2008

I hear you all and believe me if there was a reason DH had for us to be out of here HE would be fuming.  Oh how I wish I could just say 'well that room is yours'!

So folks, for those that do (or would) tack on a charge for staying late, where do you have it posted?  How is it worded? 

And for those that do knock on their door or call to remind, how do you tell them they have over extended their welcome?  Each time this has happened and I contemplate confronting them, I can't think of a nice way to say 'GET the H  out!'  Some how saying that with a smile on my face just would not cut itcheeky 

Madeleine's picture
Offline
Joined:
09/29/2011

The info about the charge is on the registration form the guest signs when they check in. It's why I require a sig on more than just the cc receipt.

I usually have to send DH to knock altho he is loathe to do it. I am cranky at that point so I am not the right person to do the job. However, if he won't I will.

And a simple, 'knock knock, housekeeping!' seems to alert them to the fact that someone is outside wanting in.

Only once has it failed and it failed colossally. A 2 hour delay resulted. With the guest yelling at us to go away. And then a truly horrible review that I pretty much handed right back in the same tone. (Perfect opportunity to use the 'there is a $50/hour charge' line except it was a group rez and we did not have THAT guest's cc info.)

We determined at that point that we needed 'Plan B'. Still thinking about what that might be!

I read a comment on PAII once that having the charge in place removes the innkeeper's animosity by just telling the guest they will be back in 5 minutes with the credit card receipt for signing. Then they go away for an hour. And do it all over again at noon if need be.

I did just read a scathing review of a hotel in town that could not extend a FREE late check out to the guest. 'EVERY hotel does free late check outs!' Yeah, maybe not. And, we're not a hotel.

 

Offline
Joined:
06/24/2008

I posted this on another forum as well and a couple of posters stated they not only have it in written material but state it with their check in speech.  I have done that but not religiously, I need to get that imbedded in there. 

I don't have the people that leave and come back, well not usually! And the ones that say they are going on a tour, can they come back to freshen up are told sorry! 

As for groups, this is something I should add as well to the agreement.  It already states that the organizer is responsible for all the members of the group, including damages.  I do specify to them to share the policies with every group member, but yet again I do not cover specifically mention late check out charges so that has to be added as well.  This will encourage organizers to stick around and make sure everyone is out and on time. 

Breakfast Diva's picture
Offline
Joined:
05/26/2009

Madeleine wrote:

Only once has it failed and it failed colossally. A 2 hour delay resulted. With the guest yelling at us to go away. And then a truly horrible review that I pretty much handed right back in the same tone. (Perfect opportunity to use the 'there is a $50/hour charge' line except it was a group rez and we did not have THAT guest's cc info.)

I just read that review and your response. You DID give it right back to her! Good for you!

Madeleine's picture
Offline
Joined:
09/29/2011

Breakfast Diva wrote:

Madeleine wrote:

Only once has it failed and it failed colossally. A 2 hour delay resulted. With the guest yelling at us to go away. And then a truly horrible review that I pretty much handed right back in the same tone. (Perfect opportunity to use the 'there is a $50/hour charge' line except it was a group rez and we did not have THAT guest's cc info.)

I just read that review and your response. You DID give it right back to her! Good for you!

I have had new guests quote that review back to me. Sigh. Not my best moment but it does get the point across. And she was THE most entitled little princess we have ever come across.

It still winds me up that we were at her beck and call and not a thing we could do.

Because, really, other than calling the police and/or charging a cc, what CAN we do?

Breakfast Diva's picture
Offline
Joined:
05/26/2009

I know how helpless you feel. It happened to me once and I really didn't know how to handle it at that point since it was years ago. These people feel entitled. I was more apt to bend my rules in the early days, so I gave them a late breakfast delivery, telling them that check-out was still 11:00. Of course you know what happened. No amount of banging on the door was going to do it. I've got more balls now. If it ever happened again, I'll use my key and enter MY room. It's no longer theirs.

P.S., I'm amazed that review didn't get filtered, it should have since it's the only one that person ever did on that site. If you feel like it, you might write to the site and complain because it's one of the few sites that wants users to be a part of the 'community' and those single reviews usually get filtered. If you don't want to, no big deal, anyone can see that the reviewer was wrong.

Madeleine's picture
Offline
Joined:
09/29/2011

No, I would rather other people read it and understood that doing stuff like that impacts other people. Like the housekeeper who would rather go home. Or the incoming guests who have to wait. Or ME.

Breakfast Diva's picture
Offline
Joined:
05/26/2009

yesyesheart

That's the way I feel also. The last negative I got on TA I pointed out that if the reader read all the negatives, they would see that they are all from people who think our policies don't apply to them. BINGO!

Madeleine's picture
Offline
Joined:
09/29/2011

This is one of those 'it depends' situations. Our registration form says there is a fee for unauthorized late check outs. So, if we are slammed with cleaning, I'll let it slide until that is the next room to clean. Then I knock. We have not yet had to resort to knocking and handing them the late fee receipt to sign, but it is in my back pocket, so to speak, if I need to do that.

If I am NOT slammed with cleaning, then I will go and knock at 11:15 and remind them they are late checking out and there is a fee,do they want to stay until noon for $50?

Most have responded, 'What time is check out? I thought is WAS noon?' (OK, as they are saying this thru the door they are actually looking RIGHT AT the check out time sign! They're just playing stupid which makes it worse. Then I get nasty.)

seashanty's picture
Offline
Joined:
06/02/2008

when they stayed ... and stayed ... past checkout ... i knocked loudly and told them we had to get their sheets in the wash ... 5 minutes later, i'd knock again and in we went very loudly apologizing and started stripping the bed.  sometimes people won't budge and you have to be aggressive with them. it is always easier if BOTH of you are on board (both innkeepers i mean). impossible if you both don't agree about what to do!

  i would go in, with the housekeeper, and say i was sorry but we had to get the room ready for the next guest. 

and we would start the cleaning process. pulling sheets and pillowcases, pulling all towels out of the bathroom, dragging in the vacum cleaner.  we really made it impossible for someone to sit there. 

one woman tried to call my bluff, moving from bed to chair to a different chair, ridiculous!  she didn't vacate until we started using the bathroom cleaning stuff.  AND she complained that she couldn't connect to the internet (hmmm ... wonder why?) she didn't ask for a late checkout, she just didn't feel like going yet.

a guest acting this way is being difficult and i don't get it.  two hours?!  it's not right and it's not fair to you. 

what did we call these women ... princesses?  something like that.

Offline
Joined:
10/07/2008

seashanty wrote:

when they stayed ... and stayed ... past checkout ... i knocked loudly and told them we had to get their sheets in the wash ... 5 minutes later, i'd knock again and in we went very loudly apologizing and started stripping the bed.  sometimes people won't budge and you have to be aggressive with them. it is always easier if BOTH of you are on board (both innkeepers i mean). impossible if you both don't agree about what to do!

  i would go in, with the housekeeper, and say i was sorry but we had to get the room ready for the next guest. 

and we would start the cleaning process. pulling sheets and pillowcases, pulling all towels out of the bathroom, dragging in the vacum cleaner.  we really made it impossible for someone to sit there. 

one woman tried to call my bluff, moving from bed to chair to a different chair, ridiculous!  she didn't vacate until we started using the bathroom cleaning stuff.  AND she complained that she couldn't connect to the internet (hmmm ... wonder why?) she didn't ask for a late checkout, she just didn't feel like going yet.

a guest acting this way is being difficult and i don't get it.  two hours?!  it's not right and it's not fair to you. 

what did we call these women ... princesses?  something like that.

But for us, we want them gone because we need to leave or go somewhere. We tell them we need to lock up and go, etc if we need to, but most of the time we let it slide for the first 30 minutes then get on to knocking. It is always the same people, in other words, who came down to breakfast late, then went up for a "Q" and a shower before leaving.

We hear the shower running at the 30 minute mark and KNOW there is no way they will hear our knocking, that is when I get ticked off.

The last one who did that we charged them $50 late check out as she came to the door nekkid. Then she refuted it and on and on the story goes...as the money bounced out of our account, then back in, then back out etc.

The other time was a couple who left their room 30 minutes late, and I never said a word. Then they stood and talked to me for ANOTHER 30 minutes (and trust me when I say, there is no "better half" or staff to get started on the room, it was only me. So they finally left, and were totally happy, loved their stay. ... Then wrote a nice review, but ended it with" they have some ungodly check out time"  (11am is standard check out, which is what we have).

Oh and not sure how many have an other half who agrees with ANYTHING we say we need to do in this business. Not sure what the deal is, but it is! angel

__________________

Gluten free is never free. - Joey Bloggs

 

Breakfast Diva's picture
Offline
Joined:
05/26/2009

Sounds like the problem is really with you and DH. If he thinks that it's no ok to knock and tell them to leave, then HE can totally turn over the room himself. Solves that one! You need to be firm and discuss it with DH and then if it happens, just walk away. Take a drive or something.

2 hours is totally ridiculous and you should never have to put up with that!

Silverspoon's picture
Offline
Joined:
10/16/2011

We moved our check-out time back from 11:00 to 10:30 a couple of years ago and that solved most of the timing problems of late check-out.  Now we wait the extra 30 minutes for anyone who is late checking out before we knock.  Most guests are out by 10:30 so I can at least get started on the laundry and change over for some of the rooms while we wait for the late guest.  

And then there was the time we had a passive aggressive single woman who asked for a late check out since she wanted to stay in the area to take a tour at 2:00 pm.  We refused because we had both suites and the cottage to turn over for new guests arriving at 3:00, although we offered for her to sit out under the maple tree until she could move along.  We called up to her after 11:00 and again at 11:30.  At 12:00 I went up to her room to find her sitting reading with her bags half packed.  I was furious but not nasty, just firm about needing to get the laundry done etc. 

I was nice as all get out as I "helped" her finish her packing and asked DH to carry her bags down for her.  She was speechless but in 10 minutes she was also GONE.  I know she was not happy but really, that was one time I could have cared less. 

__________________

Gardens are not made by singing "Oh, how beautiful" and sitting in the shade.
Rudyard Kipling (1865-1936)

 

Madeleine's picture
Offline
Joined:
09/29/2011

We had one of those PA's our first year. She asked at 10:30 what time was check out. I told her 11 and she flounced out the door and said she'd be back 'whenever'. She came back around 1. She all but dared me to say something to her so I deflated her sails by holding out my hand for the key, telling her to have a lovely vacation and walking away from her.

Seriously, tho? I almost had her bags packed and sitting in the living room. NOW? I would certainly charge her for the privilege of staying 2 hours longer.

DH says I cannot pack a guest's things and move them out of the room. My other recourse is getting paid to wait around.

Highlands John's picture
Offline
Joined:
04/16/2010

Madeleine wrote:

DH says I cannot pack a guest's things and move them out of the room. My other recourse is getting paid to wait around.

Oh in that situation I would have collected all her belongings and carried them own stairs and dumped them by the front door ready for her.

Generic's picture
Offline
Joined:
02/24/2011

The advantage to electronic locks. Even if it isn't true, you tell them that their code will no longer work after 12 noon and we don't answer the door between noon and 3PM check-in time. Sorry.

__________________

Permission to quote in whole or in part, other than usage on this forum, is entirely forbidden.

 

Madeleine's picture
Offline
Joined:
09/29/2011

Eric Arthur Blair wrote:

The advantage to electronic locks. Even if it isn't true, you tell them that their code will no longer work after 12 noon and we don't answer the door between noon and 3PM check-in time. Sorry.

Yeah that was back in the days when we left the door unlocked all the time. At this point, yes, the code would be removed at 11.

Offline
Joined:
06/24/2008

Eric Arthur Blair wrote:

The advantage to electronic locks. Even if it isn't true, you tell them that their code will no longer work after 12 noon and we don't answer the door between noon and 3PM check-in time. Sorry.

Guess that would work if they were heading out saying they would be back to check out, we have code locks on the outside doors.

Offline
Joined:
10/07/2008

Rooms are never late to check-out when you have no one checking in that day or no errands or important business. Ever. 

Mother Murphy's Law of Innkeeping.

Joey Camb's picture
Offline
Joined:
04/02/2010

I had this - couple asked for late check out 12pm said yes in the end it was 12.45 and DH and I were trying to get out the door to the supermarket so as to be back for 2pm for check in! at 12.15 went to the room and knocked and said its 12.15 we are sat waiting as we have to go to the supermarket before the arrivals start at 2pm - still messed on for half an hour when they knew we were sat waiting - I was furious!

__________________

Don't mess with me today or I will kill you!!!!

 

Offline
Joined:
10/07/2008

"OTHER"

Because it depends, you didn't say HOW LONG after check out. 10 minutes? An hour? Makes the difference in what we do.

Generic's picture
Offline
Joined:
02/24/2011

Sorry, but checkout time is 11AM. The housekeeper needs to get in there for the next guests. If she has to stay for overtime, it's time and a half, so we will have to bill the overtime to you. And we will have to apologize to the next guests as well as offer them compensation. All told, if you want the room for an extra hour, it's about $50. Okay?

Proud Texan's picture
Offline
Joined:
05/30/2008

Duplicate post

 

 

Proud Texan's picture
Offline
Joined:
05/30/2008

Duplicate post.

Proud Texan's picture
Offline
Joined:
05/30/2008

Duplicate post.

 

 

Proud Texan's picture
Offline
Joined:
05/30/2008

Duplicate post...didn't do this on purpose.  The comment form has a nervous tick.surprise

Proud Texan's picture
Offline
Joined:
05/30/2008

Put it in your policies and charge them an added fee.  If they're  not out when they're supposed to be, then they are technically trespassing and you can have them removed by a nice policeman.

Don't let jerks take advantage of you.

 

Offline
Joined:
06/24/2008

Just SHOOT me now! 

DH and I don't agree on how to handle this... never have.  Today I have waited TWO HRs after our official check out.  We have check out time listed on the confirmation, on our website, on the back of the room door, and the first page of our room books with all the other reminders.... 

Madeleine's picture
Offline
Joined:
09/29/2011

copperhead wrote:

Just SHOOT me now! 

DH and I don't agree on how to handle this... never have.  Today I have waited TWO HRs after our official check out.  We have check out time listed on the confirmation, on our website, on the back of the room door, and the first page of our room books with all the other reminders.... 

15 minutes, that's it. Then they need to understand the meter is ticking. Tell DH if he wants to wait 2 hours he can, but you are leaving.

Generic's picture
Offline
Joined:
02/24/2011

I thought just an hour. Two hours is $75, $50 for the housekeeper and $25 to compensate the next guests for late availability of their room.

I tell you, $50 in the pocket for a nice dinner for two certainly compensates me for all the things I said about them behind their back.

Offline
Joined:
10/07/2008

copperhead wrote:

Just SHOOT me now! 

DH and I don't agree on how to handle this... never have.  Today I have waited TWO HRs after our official check out.  We have check out time listed on the confirmation, on our website, on the back of the room door, and the first page of our room books with all the other reminders.... 

Two hours? Charge them a fee, AND knock on the door.

Highlands John's picture
Offline
Joined:
04/16/2010

copperhead wrote:

Just SHOOT me now! 

DH and I don't agree on how to handle this... never have.  Today I have waited TWO HRs after our official check out.  We have check out time listed on the confirmation, on our website, on the back of the room door, and the first page of our room books with all the other reminders.... 

Unplugging the wifi router often speeds the process along wink

Offline
Joined:
06/24/2008

Highlands John wrote:

copperhead wrote:

Just SHOOT me now! 

DH and I don't agree on how to handle this... never have.  Today I have waited TWO HRs after our official check out.  We have check out time listed on the confirmation, on our website, on the back of the room door, and the first page of our room books with all the other reminders.... 

Unplugging the wifi router often speeds the process along wink

In this case I believe their connection was not anything I could easily disconnect!!!!  blush

Madeleine's picture
Offline
Joined:
09/29/2011

copperhead wrote:

Highlands John wrote:

copperhead wrote:

Just SHOOT me now! 

DH and I don't agree on how to handle this... never have.  Today I have waited TWO HRs after our official check out.  We have check out time listed on the confirmation, on our website, on the back of the room door, and the first page of our room books with all the other reminders.... 

Unplugging the wifi router often speeds the process along wink

In this case I believe their connection was not anything I could easily disconnect!!!!  blush

In THAT case, make it obvious you are standing outside the door until they leave. If they're exhibitionists they'll love it, if they're not they'll leave. But definitely tell them their amorous adventure is costing them $50/hour. Full charge if it's 1 PM and they are still there.

Highlands John's picture
Offline
Joined:
04/16/2010

It really depends on the day, the number of rooms to turn around, what I have planned for the day, how the people are, how long they've stayed (i.e. how much they've spent).

Unfortunately 1 nighters are the worst for this and they will get a knock on the door after 30 mins., likewise if they're obviously not getting ready to leave, like the couple who 30 minutes after check-out were on the computer with mugs of tea in their hands.

A young American couple last week arrived to check in at 12:05 and didn't check out the next morning until 12:00. By my calculations, if everyone did that, that gives us exactly 5 minutes to turn all the rooms around.

If they're nice people and are obviously in the process of getting ready I'll leave them be and get on with other rooms.

Comment viewing options

Select your preferred way to display the comments and click "Save settings" to activate your changes.