What is the average hotel check-in time?
As mentioned above, the average hotel check-in time is between 2 PM and 4 PM. However, with international flights, these timings can change drastically.
You have some choices as a hotelier on how to handle check-ins; either offer 24/7 reception or opt for a more flexible self-serve check-in kiosk. This not only reduces wait times during peak check-in hours but also improves customer satisfaction by allowing guests to be in control of their arrival and departure.
What is the average check-out time?
The average check-out time is 11 AM, though some hotels extend it to 12 PM. This provides ample time for housekeeping to prepare rooms, as there will be at least two hours before the next guest arrives.
How rigid should your hotel be with check-in and check-out times?
Having standard check-in and check-out times is beneficial for operational efficiency and daily structure. Plus, the sooner a hotel room is vacated, the quicker housekeeping can clean it and make it available for sale again. The same room can also generate more revenue through early check-in fees.
While a degree of wiggle room is needed for guest satisfaction, loyalty and your hotel’s reputation, there should be a balance of stringency and flexibility, without leaning too much in either direction.
Things to consider when setting your hotel check-in time
When setting your hotel check-in time, it’s important to consider the time needed by housekeeping to clean rooms. Of course, some guests may depart well before check-out time, but you should prepare for the possibility that all guests could leave at the last minute.
Clearly state your policies around arrival and departures prior to your guests’ stays. This ensures they are well-prepared and not caught by surprise.
To enhance customer satisfaction, consider having a few spare rooms available for early check-ins. After a long trip, guests are likely to appreciate the option to access their rooms immediately upon arrival.
If you prefer not to offer early check-in as a courtesy, you could charge a fee for early arrivals or allow guests to select their own check-in times for an additional cost. If the fee is minimal, many guests won’t mind paying it, and your revenue will increase.
Additionally, using tools like Mews’ property management system activity report can help you monitor when rooms are ready for check-in, and when people will be arriving at your hotel. This information allows you to know how flexible you can be with your check-in time.
Check-out timing considerations
On the other hand, when it comes to managing check-out times, you should look to industry norms. For example, the typical check-out time is between 11 AM and 12 PM, which provides ample time to prepare rooms for new guests. You must also consider housekeeping schedules, as preparing a room for new arrivals takes longer than daily cleaning.
Consider late check-out as an option based on availability and hotel occupancy (more on that soon) and be transparent about the fees involved. Ensure your staff is well-trained in operational procedures to facilitate a smooth transition. It’s also a good idea to regularly review and refresh processes and staff training to maintain optimal operations.
Should guests be allowed to check out late?
Allowing late check-out can enhance guest satisfaction by offering added convenience, leading to positive reviews and providing a competitive advantage. Additionally, it presents an opportunity to generate extra revenue if the service is charged.
That said, there can be some downsides to late check-out, including operational challenges such as extended housekeeping hours, slower room turnover, and management difficulties.
If late check-out is approved, be sure to have a clear policy in place. This should include details such as whether there is a fee involved. You can also leverage technology to help make the process more efficient, ensuring that this benefit can be offered with minimal operational challenges or ramifications.
What are the processes involved in hotel check-in and check-out?
Hotel check-in processes
When a guest arrives at your hotel, they typically head straight to the reception desk. Upon arrival, your staff should warmly greet the guest and proceed to verify their reservation. Once the reservation is confirmed, staff should provide a brief introduction to the hotel's amenities and special services.
Next, it's important to relay key information such as the Wi-Fi password, the availability of front desk staff and the check-out time to set clear expectations. After this, the guest is handed their room keys. Staff should then offer to accompany the guest to their room, ask the concierge to do so, or allow the guest to proceed on their own if they prefer.
Hotel check-out processes
Ensuring a smooth check-out process involves several important steps. Firstly, remind guests of the check-out time by sending an SMS, email, or leaving a note in their room. Prior to check-out, the front desk should prepare the final bill so that any additional charges or discrepancies can be settled promptly.
Guests will need to return their keys. If there was a key deposit or any other security deposit, ensure these are refunded. The front desk should also inquire if the guests need any assistance with transportation or luggage.
Collecting feedback after the stay is crucial. Update guest profiles with any preferences and thank guests for their stay, encouraging them to leave a review.
New trends in hotel check-in
Because a smooth process upon arrival is crucial for customer satisfaction, staying updated with new trends is essential to cater to changing guest expectations and needs. Below, we will discuss some of these emerging tendencies.
Check-in kiosk
As mentioned earlier, check-in kiosks are undoubtedly one of the top trends in hospitality. These kiosks enable guests to manage their arrival and departure processes independently, at any time. By incorporating such technology, your hotel can diversify and adapt its processes to better meet guest needs.
Additionally, this helps reduce wait times, which is a significant boost for customer satisfaction.
Mobile check-in
Guests increasingly rely on their smartphones for everything, so why not offer the option to complete the check-in process via their device? This helps to streamline your processes among other things, allowing the front desk to take care of more important and useful tasks that will help retention rates like ensuring the best hotel experience possible. Learn about the 6 most important benefits of mobile check in for hotels.
Additionally, allowing guests to take the experience into their own hands ensures a more overall positive interaction with your brand, because guests are able to engage how modern generations know how to engage best: through their smartphones. This also gives great opportunities for upselling, whether that be by offering an early check in at an extra cost, a room upgrade, or simply allowing them to book extra services like your spa or restaurant.
Apps
Personalized hotel apps have also proven popular within the hospitality industry. They’re a great way to keep the guest engaged prior to their arrival, during their stay and well after they leave your hotel. An app can also help with guest service requests while they’re staying at your property, like requesting extra towels or room service, but it also can be used for checking in and checking out of your property. Read more about technology trends in hotels.
Flexible check-in
To attract a younger audience, consider offering flexible timing for arrivals. As younger travelers like to be spontaneous, the more flexibility you can give them, the better. You can consider charging for these different options, allowing them to decide their check-in and check-out times for themselves, or simply offer this as part of your hotel’s value proposition.
Biometric check-in
Facial recognition and fingerprint scanners are becoming increasingly prevalent in the hospitality industry, offering both speed and security. Guests can pre-register their fingerprint or facial data before arrival, allowing them to access facilities and their room with ease. This technology ensures a seamless check-in experience, enhancing convenience and streamlining the process for a smoother guest journey.
Automated communication
Whether your hotel employs a chatbot, virtual assistant, or an integrated property management system (PMS) to provide real-time updates on check-in status and room availability, it’s an excellent way to keep guests informed and reduce the volume of inquiries at the front desk. Automated notifications about when online check-in is available also help streamline the process, keeping guests engaged and alleviating pressure on your front desk staff.
Sustainable options
Another emerging trend is the option for digital receipts and eco-friendly services. Guests can choose to pass on paper in favor of digital or select eco-conscious options such as opting out of towel changes, and selecting smart room controls that reduce energy consumption when the room is unoccupied.
And what about hotel check-out?
Now let’s take a look at some of the most common hotel check-out trends.
Mobile check-out
Mobile check-out is becoming increasingly common, as mobile phones are now the preferred travel companion for many. This allows guests to skip the front desk entirely before departure, with their keys being automatically deactivated.
Online pre-check-out
Pre-check-out offers benefits for both guests and front desk staff. For guests, it means they can settle their bills online before departure, facilitating a swift and hassle-free check-out. For the front desk, it reduces the amount of manual work required and streamlines operations.
Real-time feedback
When check-out is conducted online, it provides an opportunity for hotels to gather real-time feedback on the guest experience. This allows the front desk to address any issues promptly. Additionally, rewarding guests with loyalty points for timely survey responses can further engage them and even keep them coming back.
Contactless key return
To ensure a smooth check-out process, providing options for contactless key return is essential. Guests can either drop their keys into a drop-off box without waiting in line or have their keys automatically deactivated upon check-out.
Make your property's check-in and check-out smoother with Mews
The modern guest wants modern ways to check-in and check-out, and Mews offers multiple ways to put your guest in control of their journey.
- With the Mews Kiosk, turn your tablet into customizable self-service, allowing guests a fast, frictionless way to check-in, cut keys, add upsells, settle bills and check-out.
- Using Virtual concierge, your guests can check-in or out using their own device, as well as utilize fast direct messaging which saves time for your staff.
- And now, with our brand-new Digital Key, hoteliers can create a fully contactless guest journey. This means immediate room access upon arrival through app activation, without the need for any staff support.
Mews is focused on streamlining hotel operations, providing real-time updates on room availability, and reducing the workload of your front desk. With an integrated payment terminal, the system automatically generates bills, and prepares them for online review and settling. Mews helps you personalize the guest experience by allowing you to create guest profiles and send customized communication before arrival, during the stay and after departure.
With Mews’ data and analytics, you can continuously improve the guest experience and collect guest feedback to improve the quality of service. With third-party integrations and the ability to connect with different APIs, you can be sure to have everything you need, all in one place.
Conclusion
Your hotel’s check-in and check-out times and processes should be continually evaluated to maximize efficiency and deliver the highest level of service. Adapting to evolving expectations requires updating procedures, and integrating smartphone technology into these processes brings the hotel experience into the digital age. This not only improves service quality but also enhances guests' perceptions of your brand.
Self-check-in kiosks, mobile check-in, apps and digital keys represent the future of hospitality. Staying aware of these trends allows your brand to leverage technology effectively, enhancing the guest experience and boosting customer satisfaction. This, in turn, contributes to increased revenue and improved retention rates.
Download our guide "Embracing a contact-free experience"
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