How to Welcome Late Arrivals to Your Accommodation: A Complete Guide

Welcoming late arrivals to your accommodation can sometimes be a challenge. Whether it's due to late flights, traffic, poor weather or unexpected delays, it's important to admit that not all guests will arrive on time. So, how can you ensure a smooth check-in experience for guests arriving after-hours while still prioritising security and convenience?

Here are some simple yet effective ways to welcome guests to your accommodation, even when you're not there to greet them in person.

1. Clear Pre-Arrival Instructions are Key

One of the best ways to ensure a smooth check-in for late arrivals is through excellent communication before your guests even arrive. Send detailed instructions a day or two before their arrival explaining how to find your bed and breakfast, hotel or holiday cottage. Be sure to include:

• Precise directions (especially if your property is in a rural area)
• Parking instructions
• Information on how to access the property and collect the keys
• Any other details that might be helpful, such as Wi-Fi passwords or where to find light switches

Providing this information upfront will not only make your guests feel more comfortable, but it will also reduce any late-night confusion.

2. Use a Secure Key Storage Solution

When it comes to giving guests access to holiday cottages or self-catering lets, hiding keys under a plant pot or doormat simply isn't secure. For a professional and reliable solution, invest in something like the Out of Eden Weatherproof Key Safe. This robust safe allows you to store your keys outside, accessible only via a code that you can easily exchange between guests.

A key safe is far more secure than traditional hiding spots and adds a layer of professionalism to your guest accommodation. It's easy for guests to use, and you don’t have to worry about lost or misplaced keys. This small investment not only enhances security but also adds to the overall guest experience, showing that you care about both their safety and convenience.

3. Create a Warm, Welcoming Atmosphere

Just because you're not there to greet your guests in person doesn’t mean you can’t create a welcoming atmosphere. Prepare your accommodation for their arrival by making it cosy and inviting. Here are a few thoughtful touches to consider:

• Turn on some lights inside and outside the property so guests can find their way in the dark
• Leave a welcome note or a small treat, like delicious biscuits, to make their arrival feel special
• Make sure the heating is on, especially in the colder months, so they arrive to a warm environment

These small gestures will leave a lasting positive impression and set the tone for the rest of their stay.

4. Stock the Essentials for Late-Night Arrivals

Guests arriving late might be hungry or thirsty, so providing a few essentials can be a lifesaver. Consider offering a welcome pack with items such as:

• Tea, coffee, and milk
• Bottled water
• Snacks like biscuits, crisps or fresh fruit

For holiday cottages, you could even go a step further and offer some basic breakfast items like bread, butter, and jam, especially if guests are arriving after local shops have closed. These thoughtful additions are a great way to enhance your hospitality and make guests feel cared for, even if you can’t be there in person. A hamper or a welcome crate can be a great way to get present these items.

5. Ensure Safe and Well-Lit Access

A key concern when arriving late to guest accommodation is accessibility – the last thing you need as you’re about to head to bed is the news that your guests have had an incident. Make sure the outdoor areas—particularly entrances, parking spots, and paths— are well-lit. Motion-sensor floodlights are a practical and energy-efficient solution that ensures guests feel safe without wasting electricity.

Inside, a similar approach should be applied. The plug-in Motion Sensor Light from Out of Eden is a really handy piece of kit. It turns on as soon as movement is detected and can be positioned to point in the direction of a walkway to safely illuminate it. Pay particular attention to changes in elevation like small steps between rooms or ramps. Whilst you know the property like the back of your hand, your guests do not, so try to walk around the space with this in mind and make any necessary adjustments.

6. Morning Follow-Up: Adding a Personal Touch

While an late check-in might not be convenient, nothing beats personal interaction. After your guests have settled in, consider reaching out the next morning with a quick text or email to check if everything is going smoothly. If possible, stop by for a brief visit to introduce yourself, provide local recommendations, and answer any questions they may have.

This personal touch will show your guests that you care, reinforcing your hospitality and ensuring they have everything they need for a pleasant stay.

7. Be Available for 24/7 Support

While no one expects you to be available around the clock, offering a contact for 24/7 support in case of emergencies only is a great way to provide peace of mind to your guests. Let them know how they can reach you if they encounter any major issues with their accommodation. Even if you can’t be there in person, being responsive to their concerns shows you’re committed to excellent customer service.

Final Thoughts: Enhancing Guest Experience at All Hours

Welcoming guests after-hours doesn’t have to be complicated or stressful. By investing in secure solutions, ensuring clear communication, and adding thoughtful touches, you can make sure your guests feel welcome, safe, and comfortable no matter when they arrive.

With just a little preparation, you can turn a potentially awkward late check-in into a seamless, positive experience that reflects the high standard of hospitality you offer. After all, making your guests feel at home, even when you’re not there, is the key to building strong guest relationships and earning those all-important glowing reviews.