What to Do When a Guest Refuses to Leave After Check-out Time

It's a common situation in the hospitality industry where a guest stays past their designated check-out time, whether due to simply forgetting, facing unexpected issues, or miscommunication. As a hotel staff member, it's important to handle these situations with professionalism, ensuring a smooth and efficient process.

Initial Steps and Communication

First, always try to reach out to the guest to remind them of the check-out date and time. This can be done through their room phone or the front desk. Reminding the guest politely can often resolve the issue, as they might just have forgotten, had an unexpected delay, or faced a misunderstanding about their stay agreement.

Checking Availability and Charges

If another guest is waiting and there is a room available, adjust the room for the incoming guest. Charge the outgoing guest's credit card for the extended stay until they vacate the room. This prevents any further inconvenience for the incoming guest while ensuring you don't lose out on revenue.

In scenarios without available rooms, gently attempt to persuade the guest to move out. Offer alternatives such as a partial refund or a credit toward a future stay. Sometimes a gesture of goodwill can lead to a quicker resolution.

Contacting Law Enforcement

If persuasion fails and the guest refuses to vacate, it's necessary to escalate the situation to law enforcement. Hotels are short-term rentals, and even if a guest has stayed multiple nights, their right to the room ends when the designated check-out time is reached. Ignoring this can lead to legal action and potentially charges.

Contact the local police who can intervene. They have the authority to enforce the law, which includes removing the guest from the property. This might involve breaking down the door and taking the guest away in handcuffs, but the hotel will handle the legal proceedings and any necessary charges.

Procedures in Practice

Experience in the hospitality industry has shown that most guests can be moved out with a professional and well-managed approach. Here are some specific procedures and considerations:

Contacting the Guest

Always attempt to contact the guest directly. Inform them of the check-out time and any applicable charges if they stay past the designated time. Be courteous and patient, understanding that there might be reasons for the delay, such as making a reservation for another destination.

Available Rooms

If there are available rooms, provide the incoming guests with a room and charge the outgoing guest's credit card for the additional stay. This ensures no loss of income and no delay for the incoming guest.

Procuring a Room

If no rooms are available, offer the guest a suitable alternative, such as a hotel guest room or a suitable lodging option nearby. If the guest still refuses to leave, the hotel must contact the police, as non-compliance with a legal and contractual obligation is a serious matter.

Security and Legal Actions

In cases where the guest refuses to leave and there is no available credit card information, the hotel may call in security to remove the guest’s belongings and secure the room. The guest will be allowed to collect their luggage, but will be charged for the full night if they stay past early evening.

For significant outstanding charges, the manager may decide to press charges and involve law enforcement. This is a serious step, but one that must be taken to enforce the hotel's policies and prevent future similar situations.

Conclusion

Managing a guest who refuses to leave after check-out can be challenging, but with a clear protocol and professional handling, the situation can be managed effectively. Always prioritize communication, professionalism, and fairness, and don't hesitate to seek legal assistance when necessary.