Process Description: Handling Early Check-In and Late Checkout Customer Requests

Objective: The objective of this process description is to efficiently manage early check-in and late checkout requests made by customers through the customer support channel, ensuring prompt response and accurate handling to enhance customer satisfaction.

Key Stakeholders:

Customer Support Team

  1. Receiving Requests:

    • Customer Support Team receives early check-in and late checkout requests via various communication channels such as email, phone, or messages/inquiries.
    • Each request is logged along with guest details, requested time, and booking information.

  2. Assessment of Booking Schedule:

    • For early check-in requests, check the booking schedule to determine if there are back-to-back bookings.
    • Similarly, for late checkout requests, review the booking schedule to assess if there are incoming guests on the same day.

  3. Response to Early Check-In Requests (Back-to-Back Bookings):

    • If there are back-to-back bookings, inform the guest that early check-in is not feasible due to the need for thorough cleaning between guests.
    • Express gratitude for the understanding and patience of the guest, reaffirming the commitment to providing a clean and comfortable stay.

  4. Response to Late Checkout Requests (Back-to-Back Bookings):

    • Notify the guest that late checkout cannot be accommodated due to incoming guests requiring the room to be prepared promptly.
    • Apologize for any inconvenience caused and thank the guest for their cooperation.

  5. Response to Early Check-In Requests (No Back-to-Back Bookings):

    • If there are no back-to-back bookings, inform the guest that early check-in may be possible.
    • Advise the guest that they will receive a special offer via email and text message a specified number of hours/days before their arrival if early check-in is available.
    • Provide instructions on how to accept the offer if provided.

  6. Response to Late Checkout Requests (No Back-to-Back Bookings):

    • If there are no back-to-back bookings, inform the guest that late checkout may be possible.
    • Explain that they will automatically receive a special offer via email and text message a specified number of hours/days before their scheduled checkout time if late checkout is available.
    • Provide instructions on how to accept the offer if provided.

Below are the aprroved verbiage samples per each of the scenario described above. 

Scenario #1: Early check-in request (when we have back to back bookings)

Thank you for your request for an early check-in! Unfortunately, we have another guest checking out today, which means we're unable to fulfill your early check-in request. Our dedicated cleaning team needs a little extra time to make sure the condo is absolutely spotless and ready for you to enjoy.

We truly appreciate your understanding and patience. Looking forward to welcoming you!

Scenario #2: Late checkout request (when we have back to back bookings)

Thank you for your late checkout request! Unfortunately, with a new guest scheduled to check in today, we find ourselves unable to grant your request for a late checkout. This extra time is essential for our dedicated cleaning team to ensure the condo is impeccably clean and ready for our next guests.

We truly appreciate your understanding.

Scenario #3: Early check-in request (when we don’t have back to back bookings)

Thank you for your request for an early check-in. If early check-in is available for your stay, we'll send you a special offer via email and text message x hours/days before your arrival. Simply follow the instructions in the message to accept the offer.

If you don't receive any communication from us, it means that another guest is checking out on the same day, and unfortunately, we won't be able to accommodate an early check-in.

Scenario #4: Late checkout request (when we don’t have back to back bookings)

Thank you very much for requesting a late checkout. If a late checkout is available, you will automatically receive a special late checkout offer via email and text message x hours/days before your scheduled checkout. To accept this offer, all you have to do is follow the instructions provided in the message.

If you do not receive any communication from us, it indicates that we have another guest checking in on the same day and, unfortunately, we cannot offer a late checkout in this instance.