Early Departure Procedures

If a guest reaches out to advise of an early departure 

• Sales will determine whether any refunds will be completed
• Sales will advise guest services of a change in departure date and request checkout instructions to be sent 

If a room is discovered/reported as vacant

• A guest is only confirmed as departed if: 

1. Keys are returned 
2. Suite is completely vacant 
3. Email confirmation received that the guest has departed

• If not all 3 steps have occurred, reach out to sales to confirm with the guest
• The guest can be checked out and the suite should then be put out of order until housekeeping can schedule cleaning

If a guest reaches out to guest services 

• Acknowledge the guest and advise that you will send departure instructions (via RMS) and advise that the sales manager/booker will be advised and will reach out for billing purposes 
• Email the sales manager/booker to advise them of the early departure
• Advise housekeeping to ensure the room can be scheduled to be cleaned 
• Change the expiry date on the pin for suites with iCondo lock 

Regardless of cancellation policy, the guest must be checked out of the system on the same day for fire and safety purposes.