What is hotel check-out?
Hotel check-out refers to the process guests follow at the end of their stay. This usually includes settling any outstanding payments, returning room keys (or revoking digital access) and confirming their departure.
But check-out isn't just a formality. It's a final opportunity to leave guests with a frictionless, positive experience - or, if mismanaged, unnecessary hassle. And when guests leave on a high note, the chances of glowing reviews and return stays increase dramatically.
Why should you improve your hotel check-out process?
The hotel check-out process - whether at a large chain or a boutique property - is an important moment because it shapes a guest's lasting impression. Just as a smooth check-in can set the tone for a stay, an efficient and friendly check-out can make a significant difference in guest satisfaction, reviews, operational flow and even revenue.
Enhance guest satisfaction and reviews
Guests appreciate agility and convenience at every stage of the hotel journey. A hassle-free check-out leaves a strong final impression and can contribute directly to better reviews, helping future guests choose you over the competition.
Reduce front desk congestion
A streamlined check-out process helps prevent long lines at the front desk during peak times, especially late morning. This improves the guest experience and reduces stress for your front desk staff - and guests can always tell when staff are calm and in control.
Speed up room turnover
The sooner housekeeping knows a guest has departed, the sooner they can begin cleaning and preparing rooms for incoming arrivals. Faster turnover means higher occupancy potential, more opportunities for upgrades and early check-ins.
Increase operational efficiency
The more streamlined your processes, the more you can reduce staff workload, boosting staff satisfaction, minimizing errors and saving time and money. Clear processes are a recipe for success.
What is the standard hotel check-out time?
The standard check-out time is usually between 10 AM and 12 Noon, which allows hotels to prepare for the next arriving guests. Guests can leave any time before the standard time, but hotel policy may differ for late check-outs. Some hotels will offer free late check-out to loyalty members, while others charge a fee.
If guests don't formally check out by settling their bill and returning the keys or choose to stay in the room beyond check-out times, hoteliers may be forced to charge a fee or even an extra night to prevent revenue loss.
Early check-out options
Hotels may offer early check-out options via mobile apps or a self-check-out kiosk and a drop box for room keys so that guests don't have to wait in line.
Late check-out policies
Clear communication is vital. Providing hotel check-out message templates helps avoid confusion around check-out times and late check-out fees. This way guests know how much they have to pay should they decide to stay beyond the normal check-out time. You can also offer it as a perk or a paid add-on.
How to optimize the check-out process in hotels
Just like check-in - where pre-arrival online check-in and self-serve kiosks help guests skip the queues - check-out should be equally 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.
Traditional vs. express check-out options
Hotels can offer several types of check-out processes: traditional front desk, express check-out, mobile check-out options and kiosk-based. Each comes with benefits and appeals to different types of travelers. The goal is to provide options that cater to all guest profiles, enhancing satisfaction and overall impressions.
Traditional front desk check-out
Guests line up at the front desk to settle their bill (which can be done the night before if they have an early morning flight or departure), return keys and confirm departure time. It's ideal for guests who prefer personal interaction, aren't comfortable with technology or have complex billing needs.
While it provides a chance for personalized service, upselling and feedback collection, it can also be slow and lead to congestion.
Express check-out
Guests settle their bill and then leave their keys in the room or drop box. It's great for guests with early flights or simple bills, and it helps to reduce congestion at the front desk. However, it does reduce engagement on a personal level and the chance to leave a lasting impression on guests.
Mobile check-out
Mobile check-out can be done through your hotel's app or hotel's website. Guests can review charges, pay and confirm their departure. This option appeals to business travelers and tech-savvy guests, especially with the rise of contactless hospitality post-Covid. It does require some existing tech infrastructure.
Self-service kiosks
Kiosks in the lobby allow guests to check out independently, pay and skip the front desk. They're particularly effective in high-volume hotels. They require space and maintenance but can significantly speed up the check-out process and streamline guest traffic.
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 to maximize revenue during check-out
The check-out process is more than just wishing guests a safe onward trip. It's a prime opportunity to boost revenue and loyalty. Let's look at some of the ways to maximize revenue during check-out.
Last-minute upsells
Offering late check-out for a fee is a great way to give guests extra time at your facilities while also helping to generate incremental revenue for your hotel.
By staying longer, it opens the possibility for your front desk staff to suggest spa treatments or dining options before departure. It's also a good time to entice them with some upsells so that the next time they visit, they choose to purchase the same add-ons.
Future booking incentives
During check-out encourage direct re-bookings with discounts when booking directly via your hotel's website or by phone. This is also a great time to find out where their next stop is and in that case, you can take the opportunity to promote sister properties.
You can also take the time to remind guests of loyalty program benefits like free nights, complimentary late check-out or other upgrades.
Remarketing strategies
Invite guests to sign up for your newsletter with future stay discounts or special offers and upgrades. This will help you build mailing lists to engage with guests after their stay and promote retention. You can also offer future stay discounts and create personalized follow-up campaigns by using guest profiles to send tailored offers.
How can Mews improve the check-out process in hotels?
Using a smart hotel PMS like Mews that automates manual tasks and streamlines guest experiences can enhance the check-out process in hotels in various ways.
Digital Keys
With a digital hotel key, guests enjoy a fully contactless experience. Once they check 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-in kiosks
A check-in 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.
Hotel check-out process best practices checklist
- Communicate check-out times during booking and arrival
- Send reminder notifications 24 hours prior and morning of departure
- Offer multiple payment and check-out methods (self check-out, mobile check-out or in person)
- Notify housekeeping when the guest has checked out
- Be sure to have a way of collecting guest feedback
- Follow up with a survey to find out how their experience was and if there's anything you can do to improve in the future
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'
.webp)
