Need feedback on late check-ins

[Joey Camb]

Great ideas and insights - thanks a million!
When I started this string, I went to our website to see exactly how check-in was detailed there. SURPRISE - it's NOT there... Ok, strike one! (in fairness, we inherited the website from the previous owners and have been tweaking it since taking over in February. One more thing on my list to fix.)
In saying "Check-in is at 3pm" my feeling was that 3pm is the earliest you can check-in, but after that is fine. It was not my intent to convey that everyone must be here at exactly 3pm or else. I see that the wording of that needs to be changed.
I REALLY like the check-in window - 3pm-6pm. That's ideal and gives us a cut off to go home and be real people. I'm not entirely sure we'll ever allow self check-ins. I think that personal service is important and, though you're right about burning out, I'm not sure that aspect of customer service is something I'm ready to let slide.
And a call to the guest the day before would be another great step to add to the process. We have called in the past, but it was always late in the afternoon of their arrival when we were already wondering where they were. I fear being perceived as an impatient person tapping my toe and rushing them. So, to avoid that I'll just call the day before.
I also like an additional "Late Check-in Fee" if it's after 10pm (for instance).
I just started adding "Check-in is at 3pm" in our confirmation emails. I'm going to reword it to "Check-in starts at 3pm. If arriving later than 6pm, prior arrangements need to be made" or something to that effect. That will probably help out tremendously..

If I saw on a web site check in is at 3pm I would assume I had to be there on the step at 3pm its that simple and will (and I am sure the others will back me up) put people off booking if they feel they cannot make it for the 3pm time. A window works best as you can balance guests with having a life. Self check in is a two way split with me for example we have a regular who was staying with us monday to friday for 5 months often left the key out in the lock box for him as he knew the place and where all the rooms were and was very low maintenance. I don't like to do it for guests who havn't been before as we have two staircases and sometimes can't find the other rooms. I would also say it depends on the layout of your place - ie would all the rooms be easy to find? For myself it is rare that people book specific rooms so I try and put late check in people in room 1 as its the first up the stairs on the first stair case ie not tromping past other rooms and the easiest to find. However I am a bit paranoid about this so in some ways would rather get up though it does make me cranky. I would say however that for any late check in's we run the card at last check in time or when they arrange for the late check in so we are guaranteed the money - no money - no key.

 

[JBloggs]

Great ideas and insights - thanks a million!
When I started this string, I went to our website to see exactly how check-in was detailed there. SURPRISE - it's NOT there... Ok, strike one! (in fairness, we inherited the website from the previous owners and have been tweaking it since taking over in February. One more thing on my list to fix.)
In saying "Check-in is at 3pm" my feeling was that 3pm is the earliest you can check-in, but after that is fine. It was not my intent to convey that everyone must be here at exactly 3pm or else. I see that the wording of that needs to be changed.
I REALLY like the check-in window - 3pm-6pm. That's ideal and gives us a cut off to go home and be real people. I'm not entirely sure we'll ever allow self check-ins. I think that personal service is important and, though you're right about burning out, I'm not sure that aspect of customer service is something I'm ready to let slide.
And a call to the guest the day before would be another great step to add to the process. We have called in the past, but it was always late in the afternoon of their arrival when we were already wondering where they were. I fear being perceived as an impatient person tapping my toe and rushing them. So, to avoid that I'll just call the day before.
I also like an additional "Late Check-in Fee" if it's after 10pm (for instance).
I just started adding "Check-in is at 3pm" in our confirmation emails. I'm going to reword it to "Check-in starts at 3pm. If arriving later than 6pm, prior arrangements need to be made" or something to that effect. That will probably help out tremendously..

I REALLY like the check-in window - 3pm-6pm. That's ideal and gives us a cut off to go home and be real people. I'm not entirely sure we'll ever allow self check-ins. I think that personal service is important and, though you're right about burning out, I'm not sure that aspect of customer service is something I'm ready to let slide.

You are new.
Customer service for 8 rooms with personal check in say arriving at 10pm? Consider this... A guest arriving late with a note can quietly check themselves in and go to bed, a personal check in is LOUD and disrupts other guests.
As a guest, I don't want you waiting for me if I have to arrive late, which I may have to do. Flights, drive times, etc. I don't think that is service, imo. I love the fact that I can get there when I get there, and not be stressed. It is my time.
You don't live on site, and are willing to check in every guest and be there all day every day til midnight (or could be later as is the case) then what is the issue? You certainly can't think every guest will be there when they say they will be there. That is pretty funny actually.
Do it, make the check in window extremely clear, and see what happens. It is the first step.

Remember it is not our first rodeo, many of us have been at this a long time and you are getting "real" advice here.

 

[egoodell]

Remember too, that even though you give the earliest check in time clearly, people will arrive early as well as late. This week alone we had three check ins arrive at 3pm when our check in is at 4pm.
"We know check in is at 4 but we don't know what to do...."
Fortunately, the rooms were ready!
Riki

 

[gillumhouse]

Great ideas and insights - thanks a million!
When I started this string, I went to our website to see exactly how check-in was detailed there. SURPRISE - it's NOT there... Ok, strike one! (in fairness, we inherited the website from the previous owners and have been tweaking it since taking over in February. One more thing on my list to fix.)
In saying "Check-in is at 3pm" my feeling was that 3pm is the earliest you can check-in, but after that is fine. It was not my intent to convey that everyone must be here at exactly 3pm or else. I see that the wording of that needs to be changed.
I REALLY like the check-in window - 3pm-6pm. That's ideal and gives us a cut off to go home and be real people. I'm not entirely sure we'll ever allow self check-ins. I think that personal service is important and, though you're right about burning out, I'm not sure that aspect of customer service is something I'm ready to let slide.
And a call to the guest the day before would be another great step to add to the process. We have called in the past, but it was always late in the afternoon of their arrival when we were already wondering where they were. I fear being perceived as an impatient person tapping my toe and rushing them. So, to avoid that I'll just call the day before.
I also like an additional "Late Check-in Fee" if it's after 10pm (for instance).
I just started adding "Check-in is at 3pm" in our confirmation emails. I'm going to reword it to "Check-in starts at 3pm. If arriving later than 6pm, prior arrangements need to be made" or something to that effect. That will probably help out tremendously..

I wait up, mainly because I have a 100 year old door and thre is not way to make it self chek-in AND I ONLY have 3 rooms. The room count is a dignificant factor. Because I am in Podunk and started with 3 with shared bath, I gave Service to make up for what I did not have. Now I have horse travelers so I still offer the 4 AM breakfast time - a window of 4 AM to 10 AM the guest chooses the time. Again, you can do things with 3 rooms that you cannot if you ha 5 or more. Also I live on-site. Oh, I have had horse people who had problems withthe rig enroute who arived at 3 AM and I do escort from the Interstate to the stable! THAT gropu wanted a 7 AM breakfast - I did not bother going to bed that morning until after they left.
Living off-site and having to be there to make breakfast, do yourself a favor and seriously consider the self check-in. I do not call guests. My online reservation system sends a reminder e-mail 3 days before. My people who are having problems on the road are usually considerate enough to call me to appraise me of the situation they are encountering not all but most.

 

[Kay Nein]

Great feedback... Thanks! I'm so grateful to have my own personal team of consultants

 

[Madeleine]

Great feedback... Thanks! I'm so grateful to have my own personal team of consultants

.

Great feedback... Thanks! I'm so grateful to have my own personal team of consultants

And the price we charge is so small! Just particpate, that's it. Join in with all the fun.

 

[YellowSocks]

Great ideas and insights - thanks a million!
When I started this string, I went to our website to see exactly how check-in was detailed there. SURPRISE - it's NOT there... Ok, strike one! (in fairness, we inherited the website from the previous owners and have been tweaking it since taking over in February. One more thing on my list to fix.)
In saying "Check-in is at 3pm" my feeling was that 3pm is the earliest you can check-in, but after that is fine. It was not my intent to convey that everyone must be here at exactly 3pm or else. I see that the wording of that needs to be changed.
I REALLY like the check-in window - 3pm-6pm. That's ideal and gives us a cut off to go home and be real people. I'm not entirely sure we'll ever allow self check-ins. I think that personal service is important and, though you're right about burning out, I'm not sure that aspect of customer service is something I'm ready to let slide.
And a call to the guest the day before would be another great step to add to the process. We have called in the past, but it was always late in the afternoon of their arrival when we were already wondering where they were. I fear being perceived as an impatient person tapping my toe and rushing them. So, to avoid that I'll just call the day before.
I also like an additional "Late Check-in Fee" if it's after 10pm (for instance).
I just started adding "Check-in is at 3pm" in our confirmation emails. I'm going to reword it to "Check-in starts at 3pm. If arriving later than 6pm, prior arrangements need to be made" or something to that effect. That will probably help out tremendously..

Be prepared for push back on the late check in fee. We're always hearing this and sometimes it's true- try to not to make it harder to stay at a B&B than a hotel.
We went back and forth on the 'do we, don't we' allow self-check-ins? At first we did. It was awkward because we were newbies but we do get a fair amount of guests coming in from NYC and they leave after work. They arrive here around midnight, if they're lucky! So, consider, they've worked all day (as have we), they have fought traffic to get out of the city and driven 5-6 hours to crash at their B&B. Do they want me in my bunny slippers whispering to them and tiptoeing thru the house with them to show them their room or would they rather let themselves in and find their own room?
It is not really intuitive, but they DO like letting themselves in rather than seeing me in my bunny slippers. Who knew!
We decided a few years into this that it wasn't hospitable or safe to let guests check themselves in. Also, they made a lot of noise. 15 trips to the car, slamming all 16 doors on the car each time. Banging suitcases up the stairs and yelling to each other. No, it would be better to see a show of force from the innkeeper, even at 2 AM. (And I live here! You have to either stay or come back to let the guests in!)
If you read other innkeeping forums you will find a LOT of innkeepers who revile you if you let the guests check themselves in. They think it's not right that I am not on call 24x7. Well, guess what, a lot of those innkeepers don't have as many rooms as I have OR have fulltime help during the day so they can go out and have meals, visit family & friends, go to yoga classes and have 'a life'.
Where are we now? Self check-in is back. At my advanced age I need my beauty sleep. We don't charge extra for it because no one is put out by the late arrivals. The bunny slippers have been retired. I get my beauty sleep. Guests don't feel rushed to arrive at a certain time. (I do charge the balance at 7 PM when I put the info out for the guests. We've had late arrivals who were early departers with bad cc info. Live and learn. And, if the cc is bad, the note says, 'Please ring doorbell to alert the innkeeper you have arrived,' otherwise it has the door code and directions to the room.)
I don't think I would call guests the day before. How about a quick text msg or email that says how 'you're looking forward to their arrival between 3-6 PM tomorrow. Safe travels!' A gentle reminder of the time span and perhaps that will force a phone call from them saying they'll be later.
I think what most of us here push is the 'happy innkeeper' approach to innkeeping. If we're waiting up until 2 AM or uncomfortably dozing in an anxious semi-sleep-state waiting to answer the door, we are not at our best at 7 AM when guests (not the same 2 AM guests) are looking for coffee and the paper.
It's all about balance. You have to decide what works best in your situation.
.

It's all about balance. You have to decide what works best in your situation.

Amen sister!
=)
Kk.

 

[Proud Texan]

Great ideas and insights - thanks a million!
When I started this string, I went to our website to see exactly how check-in was detailed there. SURPRISE - it's NOT there... Ok, strike one! (in fairness, we inherited the website from the previous owners and have been tweaking it since taking over in February. One more thing on my list to fix.)
In saying "Check-in is at 3pm" my feeling was that 3pm is the earliest you can check-in, but after that is fine. It was not my intent to convey that everyone must be here at exactly 3pm or else. I see that the wording of that needs to be changed.
I REALLY like the check-in window - 3pm-6pm. That's ideal and gives us a cut off to go home and be real people. I'm not entirely sure we'll ever allow self check-ins. I think that personal service is important and, though you're right about burning out, I'm not sure that aspect of customer service is something I'm ready to let slide.
And a call to the guest the day before would be another great step to add to the process. We have called in the past, but it was always late in the afternoon of their arrival when we were already wondering where they were. I fear being perceived as an impatient person tapping my toe and rushing them. So, to avoid that I'll just call the day before.
I also like an additional "Late Check-in Fee" if it's after 10pm (for instance).
I just started adding "Check-in is at 3pm" in our confirmation emails. I'm going to reword it to "Check-in starts at 3pm. If arriving later than 6pm, prior arrangements need to be made" or something to that effect. That will probably help out tremendously..

Be prepared for push back on the late check in fee. We're always hearing this and sometimes it's true- try to not to make it harder to stay at a B&B than a hotel.
We went back and forth on the 'do we, don't we' allow self-check-ins? At first we did. It was awkward because we were newbies but we do get a fair amount of guests coming in from NYC and they leave after work. They arrive here around midnight, if they're lucky! So, consider, they've worked all day (as have we), they have fought traffic to get out of the city and driven 5-6 hours to crash at their B&B. Do they want me in my bunny slippers whispering to them and tiptoeing thru the house with them to show them their room or would they rather let themselves in and find their own room?
It is not really intuitive, but they DO like letting themselves in rather than seeing me in my bunny slippers. Who knew!
We decided a few years into this that it wasn't hospitable or safe to let guests check themselves in. Also, they made a lot of noise. 15 trips to the car, slamming all 16 doors on the car each time. Banging suitcases up the stairs and yelling to each other. No, it would be better to see a show of force from the innkeeper, even at 2 AM. (And I live here! You have to either stay or come back to let the guests in!)
If you read other innkeeping forums you will find a LOT of innkeepers who revile you if you let the guests check themselves in. They think it's not right that I am not on call 24x7. Well, guess what, a lot of those innkeepers don't have as many rooms as I have OR have fulltime help during the day so they can go out and have meals, visit family & friends, go to yoga classes and have 'a life'.
Where are we now? Self check-in is back. At my advanced age I need my beauty sleep. We don't charge extra for it because no one is put out by the late arrivals. The bunny slippers have been retired. I get my beauty sleep. Guests don't feel rushed to arrive at a certain time. (I do charge the balance at 7 PM when I put the info out for the guests. We've had late arrivals who were early departers with bad cc info. Live and learn. And, if the cc is bad, the note says, 'Please ring doorbell to alert the innkeeper you have arrived,' otherwise it has the door code and directions to the room.)
I don't think I would call guests the day before. How about a quick text msg or email that says how 'you're looking forward to their arrival between 3-6 PM tomorrow. Safe travels!' A gentle reminder of the time span and perhaps that will force a phone call from them saying they'll be later.
I think what most of us here push is the 'happy innkeeper' approach to innkeeping. If we're waiting up until 2 AM or uncomfortably dozing in an anxious semi-sleep-state waiting to answer the door, we are not at our best at 7 AM when guests (not the same 2 AM guests) are looking for coffee and the paper.
It's all about balance. You have to decide what works best in your situation.
.

It's all about balance. You have to decide what works best in your situation.

Amen sister!
=)
Kk.
.

It's all about balance. You have to decide what works best in your situation.

Amen sister!
=)
Kk.

I like the new profile pic! Yellow Socks, you have a face! And a nice one it is too.

 

[Proud Texan]

Great ideas and insights - thanks a million!
When I started this string, I went to our website to see exactly how check-in was detailed there. SURPRISE - it's NOT there... Ok, strike one! (in fairness, we inherited the website from the previous owners and have been tweaking it since taking over in February. One more thing on my list to fix.)
In saying "Check-in is at 3pm" my feeling was that 3pm is the earliest you can check-in, but after that is fine. It was not my intent to convey that everyone must be here at exactly 3pm or else. I see that the wording of that needs to be changed.
I REALLY like the check-in window - 3pm-6pm. That's ideal and gives us a cut off to go home and be real people. I'm not entirely sure we'll ever allow self check-ins. I think that personal service is important and, though you're right about burning out, I'm not sure that aspect of customer service is something I'm ready to let slide.
And a call to the guest the day before would be another great step to add to the process. We have called in the past, but it was always late in the afternoon of their arrival when we were already wondering where they were. I fear being perceived as an impatient person tapping my toe and rushing them. So, to avoid that I'll just call the day before.
I also like an additional "Late Check-in Fee" if it's after 10pm (for instance).
I just started adding "Check-in is at 3pm" in our confirmation emails. I'm going to reword it to "Check-in starts at 3pm. If arriving later than 6pm, prior arrangements need to be made" or something to that effect. That will probably help out tremendously..

Be prepared for push back on the late check in fee. We're always hearing this and sometimes it's true- try to not to make it harder to stay at a B&B than a hotel.
We went back and forth on the 'do we, don't we' allow self-check-ins? At first we did. It was awkward because we were newbies but we do get a fair amount of guests coming in from NYC and they leave after work. They arrive here around midnight, if they're lucky! So, consider, they've worked all day (as have we), they have fought traffic to get out of the city and driven 5-6 hours to crash at their B&B. Do they want me in my bunny slippers whispering to them and tiptoeing thru the house with them to show them their room or would they rather let themselves in and find their own room?
It is not really intuitive, but they DO like letting themselves in rather than seeing me in my bunny slippers. Who knew!
We decided a few years into this that it wasn't hospitable or safe to let guests check themselves in. Also, they made a lot of noise. 15 trips to the car, slamming all 16 doors on the car each time. Banging suitcases up the stairs and yelling to each other. No, it would be better to see a show of force from the innkeeper, even at 2 AM. (And I live here! You have to either stay or come back to let the guests in!)
If you read other innkeeping forums you will find a LOT of innkeepers who revile you if you let the guests check themselves in. They think it's not right that I am not on call 24x7. Well, guess what, a lot of those innkeepers don't have as many rooms as I have OR have fulltime help during the day so they can go out and have meals, visit family & friends, go to yoga classes and have 'a life'.
Where are we now? Self check-in is back. At my advanced age I need my beauty sleep. We don't charge extra for it because no one is put out by the late arrivals. The bunny slippers have been retired. I get my beauty sleep. Guests don't feel rushed to arrive at a certain time. (I do charge the balance at 7 PM when I put the info out for the guests. We've had late arrivals who were early departers with bad cc info. Live and learn. And, if the cc is bad, the note says, 'Please ring doorbell to alert the innkeeper you have arrived,' otherwise it has the door code and directions to the room.)
I don't think I would call guests the day before. How about a quick text msg or email that says how 'you're looking forward to their arrival between 3-6 PM tomorrow. Safe travels!' A gentle reminder of the time span and perhaps that will force a phone call from them saying they'll be later.
I think what most of us here push is the 'happy innkeeper' approach to innkeeping. If we're waiting up until 2 AM or uncomfortably dozing in an anxious semi-sleep-state waiting to answer the door, we are not at our best at 7 AM when guests (not the same 2 AM guests) are looking for coffee and the paper.
It's all about balance. You have to decide what works best in your situation.
.

It's all about balance. You have to decide what works best in your situation.

Amen sister!
=)
Kk.
.

It's all about balance. You have to decide what works best in your situation.

Amen sister!
=)
Kk.

I like the new profile pic! Yellow Socks, you have a face! And a nice one it is too.

 

[user 26]

quick, hide!

 

[JBloggs]

Had guests who were supposed arrived at 7pm arrive past 9pm last night. He specifically pulled me aside this morning to tell me how great it was that they could get here and not stress (as they got lost!) and how when they called you told us about the self check in note and come on in and make yourself at home. He had never experienced this before and was blown away by it.
I think they thought about it all night after that. He commented that B&B guests are such a higher quality than the average hotel guest, and that it meant a lot to them to be treated so nicely.
This encouraged me, every time we try to cover all basis and can't this is something to consider. People actually appreciate it.
I wanted to share this as this topic was hot last week or so. Self check ins can actually be an amenity to some people. Just like booking online is an amenity (imo!)

 

[Generic]

Had guests who were supposed arrived at 7pm arrive past 9pm last night. He specifically pulled me aside this morning to tell me how great it was that they could get here and not stress (as they got lost!) and how when they called you told us about the self check in note and come on in and make yourself at home. He had never experienced this before and was blown away by it.
I think they thought about it all night after that. He commented that B&B guests are such a higher quality than the average hotel guest, and that it meant a lot to them to be treated so nicely.
This encouraged me, every time we try to cover all basis and can't this is something to consider. People actually appreciate it.
I wanted to share this as this topic was hot last week or so. Self check ins can actually be an amenity to some people. Just like booking online is an amenity (imo!).

We have had the same reaction with guests who want to stay at a B&B but have late arrivals. They sometimes ask about late arrivals and procedures before booking and as soon as we tell them of the procedures, we often see the booking the next day.

 

[Madeleine]

Had guests who were supposed arrived at 7pm arrive past 9pm last night. He specifically pulled me aside this morning to tell me how great it was that they could get here and not stress (as they got lost!) and how when they called you told us about the self check in note and come on in and make yourself at home. He had never experienced this before and was blown away by it.
I think they thought about it all night after that. He commented that B&B guests are such a higher quality than the average hotel guest, and that it meant a lot to them to be treated so nicely.
This encouraged me, every time we try to cover all basis and can't this is something to consider. People actually appreciate it.
I wanted to share this as this topic was hot last week or so. Self check ins can actually be an amenity to some people. Just like booking online is an amenity (imo!).

Good points. Your guests appreciated not being run ragged when they were lost.

 

[birdwatcher]

The Inn we are working in does allow for self check-ins and it seems to be ok with the guests although hubbie tends to wait till 10 cause he's up anyway, myself by 8PM Im done-and upstairs in our apt. sometimes we take turns, but if we so want to we put an envelope in front of the door with directions to their room with a note (in bold) please be aware that our other guests are sleeping or something to that effect.
But if you do not live there why wait? Like everyone said-they can check themselves in if you need to go by 6. Our check in times are 3-7PM-just because 6 just sounds too early if you are going to leave right after work etc...

 

[Copperhead]

Nearing completion of 13 years in this business, we have done our rounds on this issue. Stating for the record - 5 rooms/live on site.
During the early years we stayed up, front door had regular key lock. We had the 'window' but many, many times it was ignored. THAT quickly became old, so then when bedtime came calling & guests had not arrived, we put a note on the door to ring bell and wait. That too became old. (getting up, becoming 1/2way presentable....)
Then the age of key pad entry made life much easier. We first made it where if they were later than when we went to bed a note would be placed on the door to call. We provided the code and had all other info on the entry table.
Both of these methods disturbed our sleep and we found that guests were bothered that they had to distrub us... (As JB's last post, guests want to take it easy, they want to get here when they get here, and not feel they are putting anyone out while doing so.)
So now we have this as part of our confirmation email: "If you have not done so, please provide your approx. time of arrival (3-7, or late self check in) at least 24 hours prior to your reservation, as this allows us time to prepare for your arrival, which may include a trip away from the inn. If your arrival plans change, please provide us with a courtesy call as alternate plans are in place for self check-in if needed and we will provide you with the access code and instructions. "
We like to be here and Welcome our guests, but this provides flexibility not only for us, but for our arrivals. They know there is no need to hurry if they see something they do not have to for-go it because they have an appointment to meet, just give me a heads up is all I ask. For those that want that special welcoming touch, they know when they will get it, for others, they can just slip in.
The unsaid reason why I like to meet our guests is to actually put a face to the person(s) staying under my roof. I don't know why it really makes that much difference, but it does. It makes me feel safer somehow. The ones I have real problems with are the ones that I never see... those that slip in late and leave early. I prefer not to have the John/Jane Does of the world, let the hotels have 'em.

 

[JBloggs]

Nearing completion of 13 years in this business, we have done our rounds on this issue. Stating for the record - 5 rooms/live on site.
During the early years we stayed up, front door had regular key lock. We had the 'window' but many, many times it was ignored. THAT quickly became old, so then when bedtime came calling & guests had not arrived, we put a note on the door to ring bell and wait. That too became old. (getting up, becoming 1/2way presentable....)
Then the age of key pad entry made life much easier. We first made it where if they were later than when we went to bed a note would be placed on the door to call. We provided the code and had all other info on the entry table.
Both of these methods disturbed our sleep and we found that guests were bothered that they had to distrub us... (As JB's last post, guests want to take it easy, they want to get here when they get here, and not feel they are putting anyone out while doing so.)
So now we have this as part of our confirmation email: "If you have not done so, please provide your approx. time of arrival (3-7, or late self check in) at least 24 hours prior to your reservation, as this allows us time to prepare for your arrival, which may include a trip away from the inn. If your arrival plans change, please provide us with a courtesy call as alternate plans are in place for self check-in if needed and we will provide you with the access code and instructions. "
We like to be here and Welcome our guests, but this provides flexibility not only for us, but for our arrivals. They know there is no need to hurry if they see something they do not have to for-go it because they have an appointment to meet, just give me a heads up is all I ask. For those that want that special welcoming touch, they know when they will get it, for others, they can just slip in.
The unsaid reason why I like to meet our guests is to actually put a face to the person(s) staying under my roof. I don't know why it really makes that much difference, but it does. It makes me feel safer somehow. The ones I have real problems with are the ones that I never see... those that slip in late and leave early. I prefer not to have the John/Jane Does of the world, let the hotels have 'em..

But see there IS a welcoming touch. I had flowers in their room and a welcome note next to them.
If there was a note and "here are your keys" it is a different welcome.
Even my note for late check ins is welcoming. "WELCOME LINDA AND JOHN! We're so glad you made it safely..." and help yourself to this, help yourself to that...restaurant list with hours is in your room, we recommend walking to... and then lastly SLEEP TIGHT AND WE WILL SEE YOU OVER A HOME COOKED BREAKFAST IN THE MORNING!"
it's all in the wording, the entire FEEL, we are real, we are here, if you need anything...(also those instructions). But that is just me, people are in MY home I want them to feel comfortable, not stuffy and icky and cold.
I have arrived at a couple places with a note on the door, it was a "photostat" I have to use that word, because I think it had to be originally typed on a typewriter, with a line for the guest name_________, and room name____________. Fill in the blanks, nothing personal.

 

[Silverspoon]

We have more of a check in window - 2pm-9.30 however we state very forcefully if you are going to be later than that you have to ring ahead as otherwise you may be locked out. We live there and its rubbish but they don't know that. One of my other friends puts something like there are only 2 of us and sometimes we have to pop out for shopping etc. If you don't let us know an approximate arrival time we may not be there to greet you..

Yup, that's pretty much what we do. Check in any time after 3 pm BUT we ask guests to contact us with arrival time so we can be available to greet them. We mention that they are not held to this time, as long as they give us a quick call so we can rearrange our schedule if their arrival time changes. If they know they will be very late we arrange to leave a note for self check-in, but we do this on an individual basis...sometimes DH will wait up for them. We also state that we can not accommodate arrivals before 3:00 pm. A few years ago we changed the wording around to "arrivals" from "check-in" because some people figured that it would be OK to stop by at noon to say hi and talk our ear off about things to do in the area and then come back at 3:00 to get the key and check in. Nope...not OK. When we talk to them during the reservation process we explain in detail about check in and stress it again in the written confirmation.
This system works well 90% of the time. Most folks let us know well in advance and arrive here within 30 mionutes of the time they said they would. A few call us from the road when they are about 2 hours out, and very few call to change their original estimate. Also, we do not check-in or out on Saturdays during the busy summer season so that gives us one day where we can make plans and go out to dinner.
Keep in mind that we only have 3 rooms...this probably would be too labor intensive if you had a bigger place.

 

[JBloggs]

Again, I need to reiterate, in the beginning the tech savvy bought the GPS units, and arrived at 6:32pm exactly. They said 6:32 and were here at 6:32. Now people buy them who cannot even read a map, and don't bring a map, don't even consult a map, and arrive hours and hours past the time they say. HOURS AND HOURS! It is worse than ever.

 

[Madeleine]

Birdwatcher just reminded me you don't live there. We've stayed at several places now with no one on site after x time at night. One such place actually leaves check-in info on the door for walk-ins. They have a note that says, 'Please use the phone on the porch to call us.' You call and they tell you to open the mailbox and pick any envelope in there. You pick the envelope and that's your room! (This is for walk-ins!) They take your info over the phone so they have a cc # in case you leave before they come in in the morning.
If you have a rez, the envelope has your name on it.
They set this up everyday before they leave (whenever they're done cleaning) and you're on your own. It's a little too casual for me, but it works for them.
We've had innkeepers go on vacation and leave the inn open and the cook comes in to make breakfast and clean the rooms. No one on site at night.
These are extremes in casual. Somewhere between no one there and up all night generally works!
Our second weekend here a guest called from the road to say they were running late. They never arrived. We held the room for them the whole weekend because we didn't know any better. No cc on file for them. We slowly learn all the ins and outs and then find something new pops up down the road.

 

[Madeleine]

Nearing completion of 13 years in this business, we have done our rounds on this issue. Stating for the record - 5 rooms/live on site.
During the early years we stayed up, front door had regular key lock. We had the 'window' but many, many times it was ignored. THAT quickly became old, so then when bedtime came calling & guests had not arrived, we put a note on the door to ring bell and wait. That too became old. (getting up, becoming 1/2way presentable....)
Then the age of key pad entry made life much easier. We first made it where if they were later than when we went to bed a note would be placed on the door to call. We provided the code and had all other info on the entry table.
Both of these methods disturbed our sleep and we found that guests were bothered that they had to distrub us... (As JB's last post, guests want to take it easy, they want to get here when they get here, and not feel they are putting anyone out while doing so.)
So now we have this as part of our confirmation email: "If you have not done so, please provide your approx. time of arrival (3-7, or late self check in) at least 24 hours prior to your reservation, as this allows us time to prepare for your arrival, which may include a trip away from the inn. If your arrival plans change, please provide us with a courtesy call as alternate plans are in place for self check-in if needed and we will provide you with the access code and instructions. "
We like to be here and Welcome our guests, but this provides flexibility not only for us, but for our arrivals. They know there is no need to hurry if they see something they do not have to for-go it because they have an appointment to meet, just give me a heads up is all I ask. For those that want that special welcoming touch, they know when they will get it, for others, they can just slip in.
The unsaid reason why I like to meet our guests is to actually put a face to the person(s) staying under my roof. I don't know why it really makes that much difference, but it does. It makes me feel safer somehow. The ones I have real problems with are the ones that I never see... those that slip in late and leave early. I prefer not to have the John/Jane Does of the world, let the hotels have 'em..

But see there IS a welcoming touch. I had flowers in their room and a welcome note next to them.
If there was a note and "here are your keys" it is a different welcome.
Even my note for late check ins is welcoming. "WELCOME LINDA AND JOHN! We're so glad you made it safely..." and help yourself to this, help yourself to that...restaurant list with hours is in your room, we recommend walking to... and then lastly SLEEP TIGHT AND WE WILL SEE YOU OVER A HOME COOKED BREAKFAST IN THE MORNING!"
it's all in the wording, the entire FEEL, we are real, we are here, if you need anything...(also those instructions). But that is just me, people are in MY home I want them to feel comfortable, not stuffy and icky and cold.
I have arrived at a couple places with a note on the door, it was a "photostat" I have to use that word, because I think it had to be originally typed on a typewriter, with a line for the guest name_________, and room name____________. Fill in the blanks, nothing personal.
.

After we stayed at the place I mentioned where no one lives on site and their note to us had our names on the 'welcome' line, I added that to ours. It IS just a printed copy of a form where I fill in the name of the guest. It has directions to the room (I have 7 different forms) and info about what's open late and what time breakfast and check-out happen. (We've had those late arrivals who 'didn't know' what time they had to leave. Yes, the info is in 4 different places in the room!)