Guest Requests & Concierge Items
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      1. Best Practices & Standard Operating Procedures
      2. Property Agents
      3. Guest Requests & Concierge Items

      Early Arrival / Late Departure Process (Property Agents)

      Definitions

      • TURN:

        • A "turn" is when a guest checks out at 10 AM and another guest checks in at 3 PM on the same day.

        • No early arrivals or late departures are permitted during a turn.

        • Housekeeping requires the full window to properly prepare the property.


       

      Determining Availability

      Step 1: Check Housekeeping and Maintenance Status in Breezeway

      • READY:

        • Work orders are marked bold dark green (completed).

        • Property is clean, inspected, and ready for arrival.

        • Early arrival is available if property readiness is confirmed

                                                         

       

      • NOT READY:

        • Work orders are light green, red, or blue (incomplete).

        • Property is not ready for guest use.

        • Early arrival is NOT available.

      COMMUNICATING EXTENSIONS TO THE GUEST

      COMMUNICATING EXTENTIONS TO THE GUEST

       

      Early Arrivals (Day of Arrival)

      Step 2: Determine if early arrival can be offered

      • If property is READY and no turn is scheduled:

        • Guest may check in as early as 11:00 AM.

        • A $99 + tax fee applies.

      Step 3: If guest accepts early check-in:

      • Inform Reservations team immediately to process the fee.

      • Update guest's PointCentral code to activate at the new arrival time.

      • Notify housekeeping of the new check-in time.

         

        EARLY CHECK IN AVAILABLE  - TEXT TEMPLATE

      Early Check-In (Responding to Guest Request)

      Hi [Guest First Name],
      Thank you for reaching out!
      We’re happy to share that early check-in is available as early as 11:00 AM for a $99 + tax fee.
      Please let us know if you’d like to confirm, and we’ll get everything ready for your arrival.

      Safe travels — we look forward to hosting you!

       

      Late Departures (Day of Departure)

      Step 4: Determine if late departure can be offered

      • If there is a full day gap between reservations:

        • Guest may depart as late as 3:00 PM.

        • A $99 + tax fee applies.

      Step 5: If guest accepts late check-out:

      • Inform Reservations team immediately to process the fee.

      • Update guest’s PointCentral code to deactivate at the new departure time.

      • Notify housekeeping of the updated schedule.

      LATE CHECK OUT AVAILABLE - TEXT TEMPLATE

      Late Check-Out (Responding to Guest Request)

      Hi [Guest First Name],
      Thank you for checking in with us!
      We’re able to offer a late check-out as late as 3:00 PM for a $99 + tax fee.
      Please let us know if you’d like us to finalize that for you.

      We hope you’ve had a wonderful stay!


       No Early Arrival / Late Departure is Available

      • During a TURN, or if the home is NOT READY, early check-in and late check-out are not available.

      • You may offer a 30-minute grace period after standard check-out time at no charge.

      No Early Arrival / No Late Departure Available (Responding to Guest Request)

      Hi [Guest First Name],
      Thank you for your message!
      At this time, an early check-in (or late check-out) isn't available due to the property’s schedule.
      However, we’re happy to offer a 30-minute grace period if that would be helpful.

      Let us know if there’s anything else we can assist you with — we’re here to help!