A great stay isn’t just about check-in – it’s about check-out too. How guests leave your hotel can be just as important as how they arrive. A smooth, stress-free farewell leaves a lasting impression, reduces the chances of early hotel departures, and builds stronger loyalty. Plus, with 86% of hoteliers saying guest reviews are key, those final moments can make all the difference.
Why do guests leave early? In this article, we break down the common reasons, share practical steps hotels can take to prevent it, and explore how to leave a lasting positive impression.
Why guests leave early and how hotels can prevent it
Common reasons for early hotel departures
Guests leave hotels early for many reasons. Some can’t be helped, but many can be avoided with the right approach. Research shows that problems during a stay often lead to early check-outs and negative reviews. By addressing common issues, you can keep your guests happy and staying longer.
The most common reasons why a guest may leave the hotel before their departure day:
- Noise or other disturbances: Loud neighbours, traffic noise or construction work around the hotel are common complaints.
- Service quality: Lack of attention and poor service make guests feel unwelcome.
- Dissatisfaction with the room or service: Defects in the facilities, lack of comfort, or inadequate service can upset guests.
- Unclear or misleading information: When expectations and reality don’t match, guests feel deceived.
How hoteliers can counteract and retain guests
To reduce unexpected early hotel departures, you can implement these simple, effective measures:
- Proactive communication
Use digital tools to gather feedback during the stay. This allows guests to report issues before deciding to leave early.
- Optimise equipment
Check your rooms and shared spaces regularly. Even small upgrades, like better mattress protectors or a few extra pillows, can make a noticeable difference for your guests.
- Impressive service
A warm welcome on arrival and quick, attentive support during their stay show guests that they’re truly valued.
- Flexibility on departure day
Make departures stress-free by giving your guests the option of more flexible check-out times.
Make it memorable: Tips to leave a lasting impression beyond hotel departure
First impressions matter, but let’s not forget about the last ones. The departure experience is often overlooked, yet it plays a big role in how guests remember their stay. A rushed or impersonal checkout can leave a sour note, even after an otherwise great visit. Departure day is your chance to leave a strong, positive impression – one that encourages guests to come back or recommend your hotel to others. Make it count.
Offering a free coffee or refreshment at check-out is a simple way to show guests you care right up until the end of their stay. This small gesture leaves a positive impression, keeps satisfaction high, and can even encourage better reviews. It’s an easy win for both your guests and your team.
A personal farewell matters. A simple “Thank you” or “Goodbye” shows guests they’re valued and more than just another booking. These small gestures leave a lasting impression, strengthen their connection to the hotel, and shape how they remember their stay.
Stress-free check-outs: how to make hotel departure simple and easy
Long queues at reception are a common source of frustration. Hotels should establish efficient processes to enable guests to check out quickly.
- Express check-outs
Let your guests settle their bill quickly using their mobile phone and drop their keys into a secure collection box. Simple, hassle-free, and convenient for everyone.
- Digital solutions for greater convenience
Use technologies like chatbots and self-service portals to optimise the check-out process. HiJiffy takes it further: The Digital Concierge automates common requests and provides personalised support during the stay. In-stay requests are efficiently forwarded to staff, misunderstandings are avoided, and early departures are prevented.
Tip: The Campaigns Manager from HiJiffy
- Offer flexible check-out times
Offer late check-outs or extended stays for a small fee to ease the stress of check-out. This provides your guests with extra flexibility.
- Mobile key and room access
Use apps that function as a digital room key. This allows guests to check in and out digitally without the need to hand over physical keys.
- Late check-out and luggage storage
By offering flexible check-out times and reliable luggage storage, guests feel more comfortable.
With these measures, hotels can make the check-out process stress-free and efficient for their guests, preventing an early departure from the hotel.
Extra: Small gestures, big impact
A farewell gift is a thoughtful way to leave a lasting impression on your guests, one that brings benefits beyond their hotel departure. Whether it’s a voucher for their next visit, a local treat, or a small keepsake, these gestures show you value their time with you and encourage them to return. Simple, personal touches like these make your hotel stand out and build stronger connections with your guests.
Persönlicher Abschied statt „kalte Abreise“
A cold departure happens when guests check out without any real interaction with hotel staff – think digital or self-check-outs where there’s no goodbye or follow-up about their stay. While these methods are quick and efficient, they miss out on the personal touch that helps build lasting guest loyalty.
A warm farewell doesn’t take much time but can leave a lasting impression. A simple “Thank you for your visit” or a thoughtful touch like offering a bottle of water for the journey goes a long way. Asking about their stay or mentioning upcoming offers adds a personal touch that guests remember. When guests feel genuinely acknowledged as they leave, they’re more likely to look back on their stay fondly – and return in the future.
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A lasting impression builds loyalty
Arrivals and departures are key moments in a guest’s stay, and getting them right can make all the difference. By focusing on both, you can improve guest satisfaction and build lasting loyalty. It’s about creating a genuine, welcoming experience that guests will remember. Happy guests, after all, are the best advocates for your hotel.
With HiJiffy: The perfect solution for your guests’ departure
HiJiffy helps hoteliers simplify the check-out process with automated, customisable messages. Guide your guests through their departure with ease while encouraging them to share feedback or leave reviews on platforms like TripAdvisor or Google. It’s a straightforward way to improve the check-out experience and stay connected with your guests.
