Early and Late Check-Out Policies SOP

Procedure Steps

Part 1: Early Check-Outs

Step 1: Guests Notifying in Advance

1. Night Before Check-Out:

   • Request the guest to settle their bill and check out the night before.

   • Instruct them to leave their room keys on the concierge desk at the bar upon departure.

   • Only 2 rooms max are available for late check outs on a single day

   • Notify the Concierge WhatsApp Group of the early check-out details.

   • Example Script:

     
     

     “Good evening, since you’ll be leaving early tomorrow, please check out tonight. Drop your keys on the concierge desk at the bar and use the white button on the gate’s pillar to exit in the morning. If you have any issues, feel free to WhatsApp us.”

   • Walk the guest to the gate if necessary to demonstrate using the white button on the pillar for exit.

2. Billing and Confirmation:

   • Follow the standard Food and Beverage Charges SOP to settle outstanding bills.

   • Send an Early Check-Out Email using the template in Abode PMS:

     • Open the reservation.

     • Click the Paper Airplane Icon (top right).

     • Select the Early Check-Out Template.

     • Manually input the total charged and details of the items included.

Step 2: Guests Not Notifying in Advance

1. Post-Check-Out Actions:

   • If the guest has left without notice, charge the card on file for any remaining balance (e.g., food and beverage).

2. Notify the Guest:

   • Open the Abode PMS System.

   • Click the Paper Airplane Icon in the reservation details (top right corner).

     

   • Select the Early check out outstanding charge template.

     

   • Add the total charged to the email

     

   • Send the email.

     

3. Communication:

   • Inform the Concierge WhatsApp Group that the guest has checked out and charges have been applied.

Part 2: Late Check-Outs

Step 1: Policy Overview

1. Standard Check-Out Time:

   • Guests must check out by 11:00 AM.

2. Late Check-Out Fee:

   • $25 per bedroom for check-outs up to 2:00 PM.

   • Example: A two-bedroom unit incurs a $50 fee.

Step 2: Guests Notifying in Advance

1. Requests for Noon Check-Out:

   • Allow check-out until 12:00 PM at no charge as a courtesy.

   • Communicate clearly that no extensions past 12:00 PM are possible.

   • Example Script:

     
     

     “We’d be happy to extend your check-out to 12:00 PM at no charge. For later check-outs, a $25 fee per bedroom applies.”

2. Requests for Later Check-Outs:

   • Apply the late check-out fee and note it in Loyverse POS:

     • Add the fee to the guest’s bill.

     • Print the ticket and staple it to the guest’s reservation at the front desk.

Step 3: Guests Not Notifying in Advance

1. By 11:00 AM:

   • If no check-out has been recorded, staff must check the room in person.

   • Politely inform the guest of the late check-out fee and confirm they plan to check out by 2:00 PM.

   • Example Script:

     
     

     “Good morning! I just wanted to confirm your check-out. Our standard time is 11:00 AM, but we offer late check-outs for $25 per bedroom until 2:00 PM. Would you like to extend your check-out?”

2. If the Guest is Not Present:

   • Check if luggage is in the room.

   • Attempt to contact the guest immediately.

   • Notify management if the guest cannot be reached.

Step 4: Finalizing Late Check-Outs

1. Processing Late Check-Out Fees:

   • Add the fee in Loyverse POS:

     • Print the ticket and attach it to the guest’s reservation for transparency.

   • Once the guest checks out, remove the ticket and proceed with the standard check-out process.

2. Room Readiness:

   • Notify housekeeping immediately to prepare the room for the next guest.

Best Practices

• Only 2 rooms max are available for late check outs on a single day to not oversaturate the cleaning department, and keep the quality and service for our upcoming check in at peak performance

• Maintain professionalism and friendliness when addressing check-out timing with guests.

• Ensure guests are fully informed of fees and policies during communication.

• Log all late check-out approvals and fees for team visibility.

Reference Material

• Food and Beverage Charges SOP.