1st. Evelyn has been upgrade to a bigger room, we still have all the rooms vacant and shown to her, we not have overbook but was informed wrongly.
2nd. Evelyn told us that she was wasting nearly an hours looking around for the apartment and was angry upon arrival. We not having any information about what had happened during her trip before arriving. We offer her other alternative if she not happy with anything on arrival but was refused, she said she had been tried and refused to communicate further. That make us quite worry.
3rd. On the departure day, we normally help guests leave their luggage and if is any late check out with next guest booked the room, remember we will only allow guests to have late check out if is a confirmation, we only able to help guests where communications are very important because this involve a lot of stakeholders on the operation, any delay may occur the next guests don't have their room ready on time.
4th. For a simple late check out. We have to check on the last minute booking to make sure not any other instant booking coming in, this is to avoid next guests arrive without their room ready , and also because of all our listings on Airbnb are with instant booking. That is the main reason we have to work closely.
5th. All our cleaning team plan and order 1 or 2 days ahead. Only last minute instant booking will have on call cleaning person come in during the last minute. This is also to respect our cleaning ladies and guys, their hard work are all count, pay by hour and they normally will have other hotel job next after their work with us. Any mistake or delay will let them missed their work and also lost their income for that day.
6th. We contact Evelyn because there was no confirmation with Evelyn, she just left a message long ago that she need to leave in the afternoon. We don't have any clear message at all and nor any confirmation at all about time or she will leave a luggage or any flight details on late departure. What we have was just a message "I would be leaving the apartment on Sunday afternoon July 9th" which written on 5th of March. (4 months before her stay). There were plenty of conversations after that but not any single piece of information about her late check out.
7th. We feel quite bad for Evelyn just go away early in the morning without even informed any of our staffs or left us any message. It will be not possible for a guest just left without check out with no information and refused to check out after contacted, ignore other incoming guests which need to check in at that time and also let all the cleaner waiting without any work can be curry on.
8th. We have explained to Evelyn next guests is coming for her room at 1201pm, and everyone was already waiting for her from 1117am, but she said she is in a museum and can only check out at 230pm.We have no choice and have to let our cleaning team's wait for nearly 3 hours cancel their next work at other hotel. And also let the next guests from USA waited for an other 2 hours at the café not far from our apartment.
9th. We did explained to Airbnb after Evelyn refused to check out. Late check out or leaving luggage need a lot of information, we have staff taking care of this special requirement. Without any information , this is really not fair to others, and involved too many stakeholders on the operation and we hope we can respect to all of them. We not sending any message about removing Evelyn things but offer if she can come back to leave her luggage after we know her flight will be at 1030pm but she refused. That is why Airbnb sent her message that her luggage may be removed from her room if she keep refusing. Anyhow, after long discussion, we still hold on about removing any items and start looking for alternative plans for cleaners, staffs and next coming guests.
10th. Normally guests required late check out may stay in room or apartment to rest longer for a late departure, but not to occupier the room which already booked by other guests and using their time to tour in a museum. If communication was there, we are happy to help Evelyn to leave her luggage till late on the check out day, which like what we have help more than thousand of guests to leave their luggage till late, any guests include Evelyn can enjoy their trip at the museum, but not only till 230pm. Furthermore, cleaning team can work at other hotels and come to us only in the afternoon or at least they no need to cancel their job and lost their income. Cleaner jobs are quite tough because they have only 1 or 2 hours time to complete every cleaning, they have to cope with the time deadline, and must reach to the require standard by guests too. And to make sure next guests that booked the room can have their room ready on time when they arrive.
11th. We hope all guests understand and communicate with us on anything as guests always have different plans which quite difficult for us to read without further clear information.