Unauthorized Late Check outs Late Departures

**Before contacting a guest regarding a late check-out, please make sure that the keys have not been returned, that the apartment door is locked or unlocked with the belongings still in it. Also, please make sure to have read the notes related to the reservations**

1. When confirmed that a guest has not checked-out by a concierge/housekeeping personnel, proceed to contact the guest by phone and email.  
2. Reach out to the guest/booker by phone or email, informing him/her that the check-out time was set to 11:00 AM and we are confirming departure. Mention to the guest that a late check-out fee plus applicable taxes will be charged to the credit card on file and request if an extension is required.  Copy the sales manager on the email.
3. If the guest still has not departed or advised us by 3PM a full night charge will be applied (the Reservations Team can process the extension in RMS)
4. Communicate the arrangements with the housekeeping department (guest vacated the apartment, late check-out or extension).
5. Block the room as necessary (late check-out, pushed housekeeping etc).
6. Verify if there are any upcoming arrivals for the suite which will need to be adjusted accordingly.