Check-Outs SOP

Procedure Steps

⏰ Step 1: Standard Check-Out Time

1. Standard Check-Out is at 11 a.m. to allow sufficient time for room turnover before the next check-in.

2. Late Check-Out:

   • Offered until 2 p.m. for a $25 fee, subject to availability. Late check-out should be carefully assessed based on cleaning staff availability and the day’s check-in volume.

   • If multiple check-outs and check-ins are scheduled or if cleaning staff availability is limited, it’s best to avoid offering late check-out.

💳 Step 2: Settle Outstanding Balances

1. Restaurant and Bar Bills:

   • In the morning, add up any outstanding restaurant or bar bills for each guest.

   • Mark the total on their reservation using a post-it note as a reminder for check-out.

2. Payment Options:

   • Guests can pay via cash, PayPal, or card.

3. Unpaid Balances:

   • If a guest leaves without settling their balance, charge the card on file immediately and send an email informing them of the amount charged to cover the outstanding balance.

🔑 Step 3: Key Return

1. Guests should return their physical room keys to the front desk at check-out.

   • If a guest checks out the night before for an early departure, they may leave their keys at the front desk.

💼 Step 4: Feedback Collection and Review Request

1. Encourage Guests to Leave a Review:

   • Ask guests if they enjoyed their stay and kindly request a review on Google and TripAdvisor, using the following script:

     • “We hope you had a wonderful stay! If you enjoyed your time here, we’d truly appreciate a review on Google and TripAdvisor. Being tucked away in the jungle, a bit off the main road, reviews make a big difference in helping future guests find us and experience Boutique Hotel Las Cascadas. Thank you so much for your support!”

   • Politely explain that each review greatly helps future guests discover our unique location and experience.

Reference Material

• Cash Handling and Financial Transactions SOP for detailed payment methods.