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.