Departure and after
Replying to a late check-out request
When the guest asks to leave the property later than the scheduled time.
Fields in curly braces, like {name} or {arrival}, are filled in automatically by Guest in touch with the booking details. Fields in square brackets, like [Wi-Fi password], you write once yourself.
Friendly
Hi {name}, of course! 😊 You can leave {property} by [new time]. [It's €X / It's a little gift from us.] Enjoy your last day!
(If it's not possible:) Sorry {name}, we have new guests arriving today and need to get the place ready. You're welcome to leave your bags [where] until [time], though.
Formal
Dear {name},
we are pleased to offer you a late check-out: you may leave {property} by [new time]. [The supplement is €X.]
(If it's not possible:) Dear {name}, unfortunately we are unable to offer a late check-out, as the property is booked for the same day. You are nevertheless welcome to leave your luggage [where] until [time].
Tips
- Reply quickly: the guest needs to plan their day.
- If you say no, offer an alternative: luggage storage makes a refusal much easier to accept.
- Set a fixed rule (free up to one hour, paid after that): replying becomes easy.
With Guest in touch
Late check-out can be one of the property's extra services: the guest requests it from their page, and you confirm with one click.
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