Unauthorized Late Departures

*Before contacting a guest regarding a late check-out, please make sure that the keys are not in the lockbox or dropbox, 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 or email.
2. Reach out to the guest by phone (if possible) informing him/her that the check-out time was set to 11:00 AM and that we are currently looking for the keys and that late departure charges will apply.
3. If the guest does not respond within the hour - charge a late checkout and contact the guest mentioning the fee and the new check-out time. Mention also that should there not be a departure by then, the equivalent of an additional night will be charged (including the late check-out fee previously charged).
4. Communicate the arrangements with the housekeeping department (guest vacated the apartment, late check-out or extension) and block the suite if necessary
5. If applicable, find a suitable arrangement for the upcoming arrival in that same room. 
6. Advise the sales manager of the unauthorized late departure 
7. If guest requests an extension of their reservation - send to the Reservations Team to execute.