Super Late Arrival - How would you handle this?

[Savoir Faire]

Longtime lurker, first time poster.
I run a 2 room B&B in a small town. A reservation came in a few weeks ago, indicating an arrival at 7:30 PM. This is just outside my regular 4-7 PM check-in, but that would have been ok because they let me know. The day arrives and 7:30 comes and goes, 8:30 comes and goes, 9:30 I try to give them a call and it goes to voicemail. 11:30 comes and goes and still no guests, so I turn off the lights and go to bed.
About 15 minutes after I crawl under the covers my phone rings. "Hello we're here." I was sorely tempted to respond with "We're closed for the night" but I hauled my carcass out of bed and let them in. The husband was very flippant about it being so late and I was on the brink at several moments of telling them to find other accommodation.
My question to the group is: What would you do in this situation? Would you have let them in? How do you regain the courtesy accorded the "Host" after a start like this? (The next morning they also blew off the hot breakfast they had specifically requested).
My booking system uses Paypal and I never see CC numbers, so charging a late fee after the fact isn't possible. Does anyone have suggestions for how to prevent this from happening again?

 

[Baygirl]

We learned long ago not to wait up for guests. Our check in time is 3-6. We ask guests to let us know if they'll be later than 6 and 99% of the time they do and we explain that after 6 we'll leave them a note on the desk as you walk in explaining where their room is. Inside each room I have a book that has everything they need to know about their room, our place and stuff in the area. We've been doing this for years and it works for us, but we don't lock our front door. The feedback we've gotten is great. Guests like it because there is no time restraint on them to be here by a certain time. This way they can stop for dinner before arriving to our place and we're not waiting around for them. For us it's a win win.

 

[Copperhead]

What has saved us from being angry about late arrivals is having a self late check in procedure in place. Then guests who don't want to plan can simply check in at their hearts desire.
Our website & confirmation info state check in between 3-7 with late self check in by request and prior notice. Once a guest says they will be after 7 we tell them that one the day of arrival they will receive special instructions by email and by text.
We have a keyless entry so they will get their code the morning of arrival. This has saved us from loosing sleep while waiting up for those that do not care about anyone other than themselves.

 

[EmptyNest]

The first guest that ever arrived late...turned out to be 1 AM...I was livid. I swore I would never again wait up for a late guest. We are in a secluded location, so we just left a key and a note on the door with enough lights on for them to find their room. This was in the day before the numeric key pads. Get yourself one and give a key code to every guest...no need for front door keys. Their code is the last 4 digits of their phone#. Then you won't have to wait up for another latecomer again.

 

[Generic]

Have a numeric keypad.... I just go to bed and let them let themselves in. Since I use a number from their reservation (usually phone number) I don't have to tell them the code... they know it.

 

[For sale]

Welcome to the front end of the forum.
We have been there too, many times. Recently, yes.
Check in is a self checkin after our regular checkin hours expire. If we know a room is not in, then we have to leave lights on for them. They usually will come in quietly this way.

 

[Morticia]

I no longer wait up. The anger that builds up when guests assume that there will always be someone at their beck and call makes me very ugly.
We have a key pad entry system. Guest gets code, I get sleep. Explanatory note greets them and gives directions to room.
Card is charged in full before code is turned over. I put my jammies on at 9pm. Period.
Breakfast? We have open breakfast from 8-9:30. Show up or don't. Of course if they're the only guests that's annoying! If I saw them that morning I'd have to ask would they be having breakfast the next day so I wouldn't call the cook in if they weren't.

 

[BananaE29]

I'm with all the others. I will wait until approximately 7:30, then they can do a self check in. If they haven't told me ahead of time that they will be late, I try to phone them to give instructions. If they don't answer, I text the instructions. If still no response, I hope they can figure it out, and if not, they may call me, but at least I can hide out in my jammies and answer their call without them knowing I'm here.

I use a realtor's lock box and change the code to the last four of their cell number. They retrieve the key from the lock box, let themselves in, and they then will find an envelope with their names on it, keys inside, and instructions to their room. The instructions also include helpful info, like where to find coffee in the morning, breakfast time, etc. It's worked great for me for the five or six years I've been doing it.

 

[MtnKeeper]

If you're OK having the keypad then go for it as you won't have these issues anymore. We have chosen not to allow late checkins - we're not comfortable with it. We do on occasion have a guest who is rude and doesn't show up on time (all our stuff says absolutely no check-ins after 9pm - obviously if a plane is delayed or an accident or something we're flexible) and yes we're not happy but most of those guests who ignore this and stop for dinner keeping us up late are the type who won't come to breakfast even when they've asked for a special diet request like GF -- so we won't see them again anyway!
But my husband would rather check each guest in and get them settled than do the self-checkin and I agree - this keeps guests from coming in late and stomping around and up and down the log/wood staircases and loudly closing doors after everyone else has gone to bed. Noise really travels in a wooden structure!!! So we'd rather not allow late check-ins for our and our guests' peace of mind and peace and quiet. Guests wanting late check-in have options to stay elsewhere and we're full every weekend and great occupancy all summer/foliage so it's no loss for us. It's the same as whether you want to allow smoking or not. Do what makes you comfortable and happy.

 

[Lee2014]

Welcome! Glad you have really and truly joined us! So I will first thank your guest for giving you the push.

I help run our inn with my aunt and grandma.
We would put them at the top of our Do Not Book Again list. But be very gracious to them since this is their first and last time to enjoy our place….

For us we tend to have more of a problem with people wanting to check in between 9am -2pm instead of our after 3pm check in. We tell them that they are free to drop off the car and bags but we can't promise that the room will be available.

 

[user 26]

Why were they so late?
And they blew off the breakfast requested?
In a phrase, hotel people. These are guests who don't understand or don't care that you have a small place you run yourself and that staff isn't there whether or not they show up.
I'm so sorry this happened.
At that late hour, I was nervous going to the door. But the alternative for me was taping a key in an envelope to the door which was crazy.
Many here have keyless entry. It might be the way to go for you.
You might also want to consider a different payment system so that you can charge for late checkin.

 

[JBloggs]

Welcome! Glad you have really and truly joined us! So I will first thank your guest for giving you the push.

I help run our inn with my aunt and grandma.
We would put them at the top of our Do Not Book Again list. But be very gracious to them since this is their first and last time to enjoy our place….

For us we tend to have more of a problem with people wanting to check in between 9am -2pm instead of our after 3pm check in. We tell them that they are free to drop off the car and bags but we can't promise that the room will be available..

We would put them at the top of our Do Not Book Again list. But be very gracious to them since this is their first and last time to enjoy our place….

I wouldn't.

People are traveling and stuff happens, like stopping for dinner because they are tired or whatever, it it their trip. I dislike it as much as anyone after getting up early and working all day, but they are not here to see me, they are here to spend the night and maybe another day or more. Do you know that for some after working all day and driving 4 or 6 hours it is a pretty big deal to make it at all.
So as everyone says, don't make it stressful on you or them, let them have a self check in. I would never stay at a B&B if I thought the innkeeper was there waiting on me, that creeps me out, no really. I want to do what I want to do.
No-showing for breakfast is way way way worse than arriving at 1130pm.
Urinating in the bed and not bothering to say a word or leave a note (and you are staying another night) is way way way worse than arriving at 1130pm.
and more (I won't bore you with, but stuff that happens when dealing with the public).

 

[Morticia]

Sometimes the reason for being late makes you more upset! Guests who play passive aggressive with each other and keep dragging their feet to get out the door of their own house when they have a 5 hour drive. Then decide to stop to visit friends along the way. Then decide to drive right past the inn to go for dinner in another town. Then show up at 1 am and ring the bell because, oops, they didn't see the note taped to the door. Then want the full service check in while you're half asleep and standing in a cold entryway in your pajamas. Then show up for breakfast late and expect you to reopen the kitchen.
Yeah. Those people.
However, most people love the self check in and most are very quiet. I think turning the lights down helps tone the noise down. Except the car doors. The super later guests always close each door on their car 15 times.

 

[Jcam]

our last check in is 9pm - used to be 9.30 but they always seem to stretch it to half an hour after so we have moved it forward which helps - I don't like to do self check in as I want to know what the people look like who are meant to be in my house but will do it for people I have had stay before or i can tell can cope with a lock box and code and I text the instructions.
Sad to say we are in bed by 9.30 I do not have the time, energy or patience for them when I am tired - there are plenty of places near me with 24 hours stay there. The main time we have trouble is when its people booked by companies so they have never personally ready the confirmation info or picked it out themselves.

 

[TheBeachHouse]

Leave a note on the door with their name on it welcoming them, telling them where their room is and letting them know "we look forward to meeting you at breakfast at 9 AM."

 

[Audrey Forrest]

After experiencing your problem a few times I decided to get tough! I use a booking agent and so get all the credit card details up front. I have now added a Late Fee of $50.00 if they check-in between 6pm-10pm (regular check-in closes 6pm). My Night Clerk checks them in. If they arrive after 10pm THEY ARE OUT OF LUCK. We do not answer the
door and they have forfeited their payment for the room.
These type of people are very selfish and I refuse to be
treated with disrespect.
Each B&B sets its own policies and those are mine!
Hahaha! I sleep better now.

 

[gillumhouse]

Welcome! Glad you have really and truly joined us! So I will first thank your guest for giving you the push.

I help run our inn with my aunt and grandma.
We would put them at the top of our Do Not Book Again list. But be very gracious to them since this is their first and last time to enjoy our place….

For us we tend to have more of a problem with people wanting to check in between 9am -2pm instead of our after 3pm check in. We tell them that they are free to drop off the car and bags but we can't promise that the room will be available..

We would put them at the top of our Do Not Book Again list. But be very gracious to them since this is their first and last time to enjoy our place….

I wouldn't.

People are traveling and stuff happens, like stopping for dinner because they are tired or whatever, it it their trip. I dislike it as much as anyone after getting up early and working all day, but they are not here to see me, they are here to spend the night and maybe another day or more. Do you know that for some after working all day and driving 4 or 6 hours it is a pretty big deal to make it at all.
So as everyone says, don't make it stressful on you or them, let them have a self check in. I would never stay at a B&B if I thought the innkeeper was there waiting on me, that creeps me out, no really. I want to do what I want to do.
No-showing for breakfast is way way way worse than arriving at 1130pm.
Urinating in the bed and not bothering to say a word or leave a note (and you are staying another night) is way way way worse than arriving at 1130pm.
and more (I won't bore you with, but stuff that happens when dealing with the public).
.

Unless they have indicated they will be here around 5 (I read that as at least 7 usually), I tell them to stop for dinner on the way in because I know all my restaurants will be closed. However, I am usually up until 11 or Midnight (going to bed earlier is a waste of time as Himself usually will waken me when he finally comes to bed, just by what he does to get into bed (ripping velcro straps off the braces is a loud noise and is the clanking of the brace).
I understand the traveler. I arrived at the bride's apartment about noon (the meeting place) when going to a wedding in Abilene (I flew into Dallas/Ft Worth). I had not called for directions - I had the address. My friend (groom's Mother) was amazed to see me at Noon. The bride's Father thought it was because I had found it without having to call. My friend told him (and I quote) "I am not surprised she found it, I am surprised she is here and it is not Midnight." I had a history of finding interesting things to stop to see. I had to confess there was NOTHING to see between the airport and Abilene.

 

[TheBeachHouse]

After experiencing your problem a few times I decided to get tough! I use a booking agent and so get all the credit card details up front. I have now added a Late Fee of $50.00 if they check-in between 6pm-10pm (regular check-in closes 6pm). My Night Clerk checks them in. If they arrive after 10pm THEY ARE OUT OF LUCK. We do not answer the
door and they have forfeited their payment for the room.
These type of people are very selfish and I refuse to be
treated with disrespect.
Each B&B sets its own policies and those are mine!
Hahaha! I sleep better now..

There are dozens of legitimate reasons to be late checking in. I'm surprised by the bright line you draw and, frankly, I would fight for my money back if you denied me access to my pre paid for room.
What if my airplane is late and I don't get to your city until after midnight? I sleep in my car? What if I had to work late or attend a concert or drive a long distance?
We had a couple call us to let us know they were stuck in traffic and would be late. We told them to stop for dinner first because if they checked in first, they ran the risk of the local restaurants closing before they got to eat.
Hospitality.

 

[user 26]

As a guest I would call to let you know if it's getting close to midnight -- even for a standard hotel, I call if it is getting late, to be sure there won't be an issue. One place in Maine up near Acadia you have to call after 10 as they lock the doors and they tell you so. Someone is there but you can't just walk in if you don't already have a key card. As an arriving guest I understand the precaution because I feel safer.

 

[Savoir Faire]

Wow guys! Thanks for the warm welcome and all the suggestions.
A keypad isn't the solution for me, the house is an old Victorian and we still use the original skeleton keys. I've been reluctant to go the self-check-in route for all the different reasons you guys have pointed out (slightly unwelcoming, creeps in the house, etc) but I think next time that's just what I'll do. You guys are right it's just not worth the emotional bandwidth to stay up being annoyed.
@seashanty - I think you're absolutely right, hotel people. Although to me it's still a little baffling they would do that; even if I were staying in a major chain hotel I'd be calling by mid-afternoon to make sure my room would be held. I guess there's no accounting for folks.