What is hotel check-out?
Hotel check-out refers to the process guests go through when they leave a property. It typically includes settling any payments, returning room keys (or revoking digital access), and confirming the guest's departure.
But check-out isn't just a formality. It's a final opportunity to deliver a frictionless, positive experience - or create unnecessary hassle. And remember, when guests leave on a high note, the chances of positive reviews and return stays increase tenfold.
How to optimize the check-out process
Just like check-in - where pre-arrival online check-in and self-serve kiosks help guests skip the queues - check-out should be just as seamless. The key is to minimize wait times and offer flexible options that make departure as smooth as possible. Here's how to get it right:
Send a check-out notification
When check-out time approaches, send guests a reminder via text, email, or in-app notification. You can also include check-out details on in-room TV systems or printed materials. Clear reminders ensure guests are prepared, reducing delays and last-minute confusion at the front desk.
Offer an easy way to settle the bill
Most guests have a credit card on file, making it easy to charge incidentals like minibar purchases or room service. Consider offering multiple ways to settle the bill:
- Pre-check-out payment - Let guests pay the night before, ideal for early departures.
- Self-service payments - Allow guests to pay via your hotel app or an email link to avoid front desk queues.
- Automated invoicing - Send digital receipts immediately after check-out, eliminating paperwork.
Simplify key returns
No guest wants to feel rushed, especially when a taxi is waiting outside. To ease the process:
- Allow guests to leave physical keys in their room or a key drop box.
- Use digital keys so access is automatically revoked once check-out is complete-no need to return a card.
Make departure effortless
The final moments before a guest leaves matter. Small touches - like assisting with luggage, arranging transportation, or simply thanking guests - can make a big difference in how they remember their stay.
Collect feedback
Check-out is the perfect time to gather guest feedback. Staff should ask in person, but also follow up with a quick survey via email or text. To encourage responses, consider offering a small incentive, like a discount on a future stay or a complimentary drink on their next visit.
Should you offer a late check-out at your hotel?
Late check-out is a win-win: guests appreciate the flexibility, and hotels can charge a small fee - either a fixed rate or an hourly extension - to allow them to stay longer.
If a room isn't immediately booked after a guest's departure, offering late check-out is a simple way to enhance the guest experience while maximizing revenue from a single booking.
How can Mews improve the check-out process?
Using a smart PMS like Mews that automates manual tasks and streamlines guest experiences can enhance the hotel check-out in several ways.
Digital Keys
With a Mews Digital Key, guests enjoy a fully contactless experience - meaning no need to return a physical key. Once a guest checks out, access is automatically revoked across all their devices. That means no front desk queues, no lost key cards, and enhanced security for both guests and staff.
Housekeeping software
Mews' housekeeping software ensures rooms are cleaned promptly after a guest checks out, speeding up turnover. Staff are automatically notified, allowing them to prioritize cleaning and update room statuses in real time. This keeps operations running smoothly and ensures rooms are ready for incoming guests faster.
Virtual concierge
A virtual concierge lets guests manage check-out on their terms. They can schedule their departure time, review their charges, and settle their bill - without ever visiting the front desk. Once complete, they'll receive an automatic confirmation email with their receipt. Now that's modern hospitality.
Check-out kiosks
A Mews Kiosk doesn't just speed up arrivals - it also streamlines departures. Guests can check out independently, settle outstanding balances, and avoid unnecessary delays, even if they're leaving early in the morning or outside of staffed hours.
A fully integrated check-in-to-check-out experience
From the moment a guest arrives to the moment they leave, Mews connects every touchpoint. Whether it's automated payments, real-time housekeeping updates, or digital key management, everything works together to create a seamless experience.
For staff, this means better communication, less admin, and faster room turnover. For guests, it means greater convenience and a stress-free departure.
Conclusion
Check-out isn't just a necessary step - it's a crucial part of the guest experience. A well-executed check-out leaves a lasting impression, reduces friction, and even creates new revenue opportunities.
By following best practices and leveraging a PMS like Mews, hotels can transform check-out from a routine task into a streamlined, guest-friendly experience that benefits both travelers and staff.
After all, the best check-out is the one so seamless that guests barely even notice it.
Download guide 'Mews Kiosk: 6 creative uses for properties of all types'
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