We have just been notified by the cleaners that they were unable to gain access to clean on time. Our T&Cs state that guests must leave by 10am. The cleaners arrived at 10.45 but could not get in until 11am (a full hour after they should have left).
What to do? Should I keep all or part of the Good Housekeeping Bond? The guests have stayed before (this is their 3rd visit) and were a small group. Overall I think they are an 'easy, low maintenance booking'.
I think I need to remind guests of kick out time when confirming the booking but not sure about what to do retrospectively. Put it down to experience?
Thanks for any advice!
Guests late to leave
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kendalcottages
- Posts: 2474
- Joined: Fri Nov 27, 2009 11:08 am
- Location: Kendal, between the Lake District and the Dales
- Contact:
I wouldn't do anything more than put it down to experience - particularly as they are repeat, low maintenance guests.
I would email them and say "hope you enjoyed your stay once more... and please could I politely remind you of our departure requirements for next time" (worded however you are comfortable with).
If it's a recurring problem, you might want to re-think how you emphasise that it's necessary for people to leave by that time.
I would email them and say "hope you enjoyed your stay once more... and please could I politely remind you of our departure requirements for next time" (worded however you are comfortable with).
If it's a recurring problem, you might want to re-think how you emphasise that it's necessary for people to leave by that time.
Kendal Holiday Cottages Ltd., Kendal, Cumbria - between the Lake District & the Yorkshire Dales.
I don't think I'd do anything to antagonise an "easy, low maintenance booking", particularly if they are repeat guests - I'd be wanting their custom again!
It's annoying when guests leave late, but sometimes it does happen and probably best to make sure there is a bit of contingency in the changeover time to allow for such eventualities. It sounds as though you do have some contingency in your timings, if the cleaners are booked to arrive at 10.45 - so they were only kept waiting for 15 minutes.
I'd just be sure to reiterate the departure time, and mention it to them verbally, if they book again.
It's annoying when guests leave late, but sometimes it does happen and probably best to make sure there is a bit of contingency in the changeover time to allow for such eventualities. It sounds as though you do have some contingency in your timings, if the cleaners are booked to arrive at 10.45 - so they were only kept waiting for 15 minutes.
I'd just be sure to reiterate the departure time, and mention it to them verbally, if they book again.
I think if the cleaners don't arrive until 10:45 then the guests probably didn't think there was a rush.
IMO if you want people out by 10am then someone needs to be there at 9:45 at the latest.
Potter around outside straightening chairs and picking up any litter and they soon get the idea. If it gets to about 10:15 and they still haven't gone then I ask if I can get started in the bedrooms.
IMO if you want people out by 10am then someone needs to be there at 9:45 at the latest.
Potter around outside straightening chairs and picking up any litter and they soon get the idea. If it gets to about 10:15 and they still haven't gone then I ask if I can get started in the bedrooms.
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Speyside Steve
- Posts: 136
- Joined: Tue Jan 31, 2012 10:18 am
Only depending on your cleaner and length of clean. My departure is 10am and arrival 3pm. My cleaner frequently has to clean both my properties which takes four hours. A guest departing late means all contingency time has gone and frequently the next guests arrive a little early. I can't prevent entry as they have keysafe access.Moliere wrote:If that's the extent of your problems, I wouldn't even mention it!
Being an hour late on departure counts 1 on a scale from 1 to 100.
Mols
I would not say anything, but would simply have the cleaners there at the correct time and have them start unloading the car with the clean linen etc and potter about as Ju says. Finally a knock at the door and a request to strip the bedlinen is always a reasonably soft approach if they hang around too long!
As you say, repeat guests are great, and I had exactly the same happen to me very recently. My cleaner questioned me as to whether they had been given a late departure, but of course I hadn't!
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Speyside Steve
- Posts: 136
- Joined: Tue Jan 31, 2012 10:18 am
Have made a note to remind the guests of departure times when confirming access arrangements & directions; have agreed with the cleaners not to arrive before 10.30 to give some leeway.
We used to do the cleaning ourselves and have only just moved to using cleaners, so we are getting used to the new arrangements. Previously it didn't matter much if the guests were a little late and it gave us a chance to meet them and check they had a good stay. Now it does matter as we are charged by the hour!
We used to do the cleaning ourselves and have only just moved to using cleaners, so we are getting used to the new arrangements. Previously it didn't matter much if the guests were a little late and it gave us a chance to meet them and check they had a good stay. Now it does matter as we are charged by the hour!