Checkout is the last thing guests experience before writing their review. It's also where a surprising number of hosting problems start — late departures, bin bags left in the wrong place, keys not returned, disputes about cleaning fees.
Almost all of these come down to the same root cause: guests didn't know exactly what was expected of them.
Clear, accessible checkout instructions fix this. Here's a template you can adapt and use today.
The Checkout Instructions Template
Checkout time: [TIME] Please be out of the property by [TIME]. If you need a late checkout, please ask at least the evening before — we'll confirm availability.
Before you leave, please:
☐ Strip the beds and leave sheets and duvet covers in a pile on the bed ☐ Leave used towels in the bathroom ☐ Wash up any dishes or load and start the dishwasher ☐ Empty the fridge of any food you're leaving behind ☐ Dispose of rubbish in the correct bins (see below) ☐ Close all windows ☐ Turn off all lights, heating, and appliances ☐ Leave the key [in the lockbox at the front door / on the kitchen table / at reception]
Rubbish and recycling:
- General waste: [colour / location]
- Recycling: [colour / location]
- Glass: [location]
- Food waste: [colour / location]
Parking: If you have a parking permit, please leave it [location].
Anything broken or damaged? Please let us know before you leave. We appreciate honesty and will always try to resolve things fairly.
Thank you for staying — we hope you had a great time!
Why a Checklist Works Better Than Paragraphs
Instructions written as a checklist get followed more reliably than paragraphs of text. Guests can scan it in 30 seconds, tick off each item, and leave confident they haven't missed anything.
A paragraph like "Please make sure to strip the beds, put towels in the bathroom, wash up any dishes, and take your rubbish out before checking out at 11am" requires guests to parse and remember multiple things at once. A checklist doesn't.
When to Send Checkout Instructions
The timing matters as much as the content:
- In your guest guide — always accessible, guests can check during the stay
- The evening before checkout — a brief message: "Checkout reminder for tomorrow at [TIME]: [link to guide]. Hope you've had a wonderful stay!"
- On a card at the property — a printed reminder on the bedside table or stuck to the fridge, just for the checklist items
The worst time to send checkout instructions is in your initial welcome message. Guests don't need this information at check-in and won't remember it by checkout day.
Handling Late Check-Outs
The most common cause of late check-outs is guests who genuinely didn't notice the time, not guests who are deliberately taking advantage. Clear, repeated communication resolves most cases before they become problems.
If a guest is late despite reminders:
- Send a polite message with the current time and checkout time
- If no response after 30 minutes, call
- Document everything if a dispute arises
Most late check-outs resolve themselves once guests receive a direct message. Charging a late checkout fee (disclosed in your listing) is reasonable for significant delays.
The Checkout Section in Your Guide
Your guest guide should have a dedicated checkout section that guests can access any time during their stay — not just when they receive your reminder message. Guests who want to plan ahead (early risers, guests with early flights) will often check this the night before on their own.
Hellostr includes a dedicated Checkout section template in every guide. Guests can tap straight to it from the main menu, any time, on any device. Start your free trial today.