How do you state this?

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Morticia

Morticia

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How do you state in your correspondence with guests that arrival time is between x and y and you need to know if it's outside that time frame? Without sounding like someone's mother?
I don't mind leaving info for late arrivals but I'd like to know they're coming for sure. Without calling them to ask. Kind of a preemptive acknowledgment of arrival time being outside the norm.
Tonight we have 3 rooms that aren't here yet. Yup. 10:30 and nothing from them.
 
We say "Checkin time is between 4:30 and 6:30 pm. Please call or email us to make other arrangements if you are unable to check in during regular hours."
 
Confirmation:
Check in is 3:00 - 7:00pm with late self check in available with advance notice. We request aprox time of arrival no later than day before check in. If you need to alter your arrival time or have any questions feel free to call or email
Email 3 days prior to arrival:
Check in is between 3-7PM. If you have not provided your approx. time of arrival,(3-4, 4-5, 5-6, etc) please provide that via email or a quick phone call to us. If you will be later than 7pm, please call to arrange to receive self check in instructions.
 
I would try and put something like "fees for late check in may apply if this is not arranged prior to arrival date" - ie money might motivate them to actually let you know.
 
My friends send text message out close to the time they are scheduled to arrive to recheck. Works out well for them.
 
Note that I never say 6PM because people will play the game of 6:59PM is still 6PM. By being very specific about the hour, they get it that it's quitting time. All of a sudden they start to call when they are going to be late.
Check-in from 3PM to 5:59PM. Outside of those hours, please email to make arrangements. (If you think you may arrive after these hours, please read the late arrival information, as there may be no one present after 5:59PM).
Early Arrival: Please note that the housekeeper is not authorized to answer the door, so arrivals before 3PM can only be accommodated by prior arrangement. Luggage drop off is free as long as it takes no more than 3 minutes. Want your room by noon? We will have the housekeeper come in early and do your room first for just $25, please pre-book this service in email.)
Late Arrival: Please email to make arrangements, as there may be no one present when you arrive.
 
Pre Arrival Email:
Check-in Times: Between 3:00pm and 6:00pm. Arrangements must be made and confirmed in advance for ARRIVALS BEFORE 3:00pm and AFTER 6:00pm. If running earlier or later than planned arrival, please call us well ahead of time in advance as we are not always available for check-in during off hours due to our narrow timeframe to clean rooms and run errands. We keep our front door locked, but you are welcome to park your car in our parking area if you wish to explore the area until we are ready for you. There is no need to let us know you are here. Unfortunately, our 1880s home does not have a public restroom to use prior to check-in nor room to store luggage.
And of course, the original confirmation states this too.
All year, we have had only 1 set of guests miss the 6:00 deadline, and they were extremely apologetic. Everyone else has called ahead of time leaving us the choice to do self check-in or has appeared before 6! If someone has indicated a borderline 5-6 check-in, I highlight this section in RED. Also, has gotten rid of the early people too.
 
my correspondence is pretty much the same as those mentioned. However, I do add a little personal note saying something like, "It may seem like a small detail, but being advised of the approximate time of your arrival really helps with planning our day. Thank you for your consideration."
 
Momma Smurf said:
Pre Arrival Email:
Check-in Times: Between 3:00pm and 6:00pm. Arrangements must be made and confirmed in advance for ARRIVALS BEFORE 3:00pm and AFTER 6:00pm. If running earlier or later than planned arrival, please call us well ahead of time in advance as we are not always available for check-in during off hours due to our narrow timeframe to clean rooms and run errands. We keep our front door locked, but you are welcome to park your car in our parking area if you wish to explore the area until we are ready for you. There is no need to let us know you are here. Unfortunately, our 1880s home does not have a public restroom to use prior to check-in nor room to store luggage.
And of course, the original confirmation states this too.
All year, we have had only 1 set of guests miss the 6:00 deadline, and they were extremely apologetic. Everyone else has called ahead of time leaving us the choice to do self check-in or has appeared before 6! If someone has indicated a borderline 5-6 check-in, I highlight this section in RED. Also, has gotten rid of the early people too..
Click to expand...
This year has been nothing BUT early and late arrivers. One just emailed to tell me she'll be here at noon. I replied back we wouldn't be here until 3. These other folks, who arrived who knows when last night, never said boo about it this morning.
I'll add some of this verbiage to both the confirmation and the pre-arrival welcome email.
I especially like the idea that no one will be here outside the x to y time frame.
 
Morticia said:
Momma Smurf said:
Pre Arrival Email:
Check-in Times: Between 3:00pm and 6:00pm. Arrangements must be made and confirmed in advance for ARRIVALS BEFORE 3:00pm and AFTER 6:00pm. If running earlier or later than planned arrival, please call us well ahead of time in advance as we are not always available for check-in during off hours due to our narrow timeframe to clean rooms and run errands. We keep our front door locked, but you are welcome to park your car in our parking area if you wish to explore the area until we are ready for you. There is no need to let us know you are here. Unfortunately, our 1880s home does not have a public restroom to use prior to check-in nor room to store luggage.
And of course, the original confirmation states this too.
All year, we have had only 1 set of guests miss the 6:00 deadline, and they were extremely apologetic. Everyone else has called ahead of time leaving us the choice to do self check-in or has appeared before 6! If someone has indicated a borderline 5-6 check-in, I highlight this section in RED. Also, has gotten rid of the early people too..
Click to expand...
This year has been nothing BUT early and late arrivers. One just emailed to tell me she'll be here at noon. I replied back we wouldn't be here until 3. These other folks, who arrived who knows when last night, never said boo about it this morning.
I'll add some of this verbiage to both the confirmation and the pre-arrival welcome email.
I especially like the idea that no one will be here outside the x to y time frame.
.
Click to expand...
I actually "borrowed" this verbiage from another inn in the famous town just north of us!
 
Mine has got gradually sterner over the years. This does two things, it offers flexibility which I'm happy to do, so gives a good impression, but it also means I can go out for the afternoon, come back at 4.25 and if someone is sitting on my drive in their car waiting for an hour it's their own stupid fault.
Check In Times:
Check in is from 4.30 onwards, this is to allow us time to clean the rooms as well as run any errands such as shopping. If you would like to check in earlier than this you must let us know in advance and we will do our best to accommodate you.
Please be aware that if you arrive early without prior notification the rooms may not be ready or we may be out.
 
Momma Smurf said:
Morticia said:
Momma Smurf said:
Pre Arrival Email:
Check-in Times: Between 3:00pm and 6:00pm. Arrangements must be made and confirmed in advance for ARRIVALS BEFORE 3:00pm and AFTER 6:00pm. If running earlier or later than planned arrival, please call us well ahead of time in advance as we are not always available for check-in during off hours due to our narrow timeframe to clean rooms and run errands. We keep our front door locked, but you are welcome to park your car in our parking area if you wish to explore the area until we are ready for you. There is no need to let us know you are here. Unfortunately, our 1880s home does not have a public restroom to use prior to check-in nor room to store luggage.
And of course, the original confirmation states this too.
All year, we have had only 1 set of guests miss the 6:00 deadline, and they were extremely apologetic. Everyone else has called ahead of time leaving us the choice to do self check-in or has appeared before 6! If someone has indicated a borderline 5-6 check-in, I highlight this section in RED. Also, has gotten rid of the early people too..
Click to expand...
This year has been nothing BUT early and late arrivers. One just emailed to tell me she'll be here at noon. I replied back we wouldn't be here until 3. These other folks, who arrived who knows when last night, never said boo about it this morning.
I'll add some of this verbiage to both the confirmation and the pre-arrival welcome email.
I especially like the idea that no one will be here outside the x to y time frame.
.
Click to expand...
I actually "borrowed" this verbiage from another inn in the famous town just north of us!
.
Click to expand...
thumbs_up.gif

 

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