Managing Check-Out
Last updated: November 2025
End guest stays on a high note with smooth, professional checkouts. Learn how to process departures efficiently while maintaining excellent service.
Standard Checkout Time
Most Nigerian hotels use:
- Checkout time: 12:00 PM (noon)
- Late checkout: After noon, may incur additional charges
- Express checkout: For pre-paid guests with no incidentals
💡 Flexibility Tip: If room isn't booked for that day and guest requests late checkout, consider granting it free. Build loyalty!
Checkout Preparation
Morning of Checkout Day
Step 1: Review checkout list in InnGO dashboard
Step 2: Verify each guest's payment status
Step 3: Check for any pending charges (mini-bar, room service)
Step 4: Prepare final bills for each departing guest
Step 5: Alert housekeeping about expected checkouts
Step-by-Step Checkout Process
Step 1: Greet Guest
- "Good morning! Are you checking out today?"
- Ask about their stay: "How was everything?"
- Note any feedback (good or bad)
Step 2: Locate Booking in InnGO
- Open Bookings tab
- Search guest name or room number
- Verify booking shows "Checked In" status
Step 3: Review Final Bill
- Show breakdown of all charges:
- Room charges (nights × rate)
- Extra services (laundry, meals, etc.)
- Any additional fees
- Subtract any payments already made
- State final balance due
Step 4: Collect Outstanding Payment
- If balance due, collect payment
- Accept cash, transfer, or POS
- Update payment in InnGO
- If overpaid, process refund
Step 5: Issue Receipt
- Print or email detailed receipt
- Include all charges and payments
- Show zero balance
- For corporate guests, provide tax invoice
Step 6: Collect Room Key
- "May I have your room key, please?"
- Verify key/key card works
- Check for any additional keys or access cards
Step 7: Update Booking in InnGO
- Change status from "Checked In" to "Checked Out"
- System records checkout time
- Room status automatically changes to "Cleaning"
Step 8: Express Gratitude
- "Thank you for staying with us!"
- "We hope to see you again soon"
- Offer assistance with transportation if needed
- Request feedback or review
Post-Checkout Tasks
Step 1: Inspect Room
- Check for damages or missing items
- Note condition in InnGO if issues found
- Contact guest if significant damage (charge security deposit)
Step 2: Send to Housekeeping
- Notify housekeeping room is vacant
- Mark priority based on next booking
- Track cleaning progress
Step 3: Update Room Status
- Once cleaned, change from "Cleaning" to "Available"
- Room now appears for new bookings
- Verify room is ready for next guest
Step 4: Follow Up (Optional)
- Send thank-you email 24 hours later
- Request review on Google/social media
- Offer discount for next visit
Handling Different Checkout Scenarios
Express Checkout (Fully Paid)
Guest pre-paid everything and has no extras:
- Verify zero balance in InnGO
- "Everything's settled! Here's your receipt"
- Collect key
- Thank guest
- Update to "Checked Out"
- Total time: 2 minutes
Late Checkout Request
If room not rebooked:
- Grant free late checkout (e.g., until 2-3 PM)
- Update expected checkout time in booking notes
- Inform housekeeping of delayed cleaning
If room is rebooked:
- Explain room has next guest arriving
- Offer alternative: luggage storage + late check-in
- Or charge half-day rate for late checkout
- Show available rooms if guest wants to extend
Early Checkout
Guest leaving before scheduled date:
- Open booking and click Edit
- Change checkout date to today
- System recalculates for actual nights stayed
- Apply refund per your policy
- Update payment details
- Process refund if applicable
- Mark as "Checked Out"
Checkout with Complaints
Guest had issues during stay:
- Listen attentively without interrupting
- Apologize sincerely
- Offer appropriate compensation:
- Partial refund for severe issues
- Discount on future stay
- Complimentary meal/service
- Note complaint in InnGO for management review
- Follow up after checkout to ensure satisfaction
⚠️ Important: Never argue with guest at checkout. Resolve issues professionally to protect your reputation.
Corporate/Company Checkout
- Verify payment is on company account
- Provide detailed tax invoice
- Include company details on receipt
- Email PDF invoice to company email
- May not require payment if monthly billing arrangement
- Mark payment as "Company Invoice" in InnGO
Group Checkout
Multiple rooms checking out together:
- Process group leader first
- Check out each room individually in InnGO
- If single payer, consolidate charges
- Provide individual receipts or one master receipt
- Verify all room keys collected
- Mark all bookings as "Checked Out"
Payment Handling at Checkout
Collecting Final Payment
For partial payments:
- "You paid ₦X deposit. Total is ₦Y. Balance due: ₦Z"
- Show breakdown clearly
- Accept payment
- Update InnGO payment to full amount
- Mark as "Paid"
For extra charges:
- List each additional charge
- Example: "Room service ₦8,000 + Laundry ₦2,000"
- Add to room charge
- Collect total
Refunding Security Deposit
If you collected refundable deposit:
- Inspect room for damages
- If no issues, refund full deposit
- Deduct cost of damages if any
- Explain deductions to guest
- Process refund via cash or transfer
- Get guest signature on refund receipt
Handling Disputes
Guest questions charges:
- Show itemized bill from InnGO
- Reference dates/times of extra services
- Provide supporting documents (restaurant receipts, etc.)
- If genuine error, correct immediately
- If guest still disputes, escalate to manager
Using InnGO for Checkout
Quick Steps
- Dashboard → Bookings
- Search guest or room number
- Open booking
- Review payment status
- Click status dropdown → "Checked Out"
- Save changes
What Updates Automatically
- Checkout timestamp recorded
- Room status changes to "Cleaning"
- Room added to housekeeping queue
- Thank-you email sent (if enabled)
- Occupancy statistics updated
- Revenue recorded for completed stay
Checkout Best Practices
- ✓ Process checkouts promptly at reception
- ✓ Always ask about guest experience
- ✓ Keep checkout under 5 minutes for smooth departures
- ✓ Double-check all charges before presenting bill
- ✓ Collect room keys before updating status
- ✓ Update InnGO immediately after checkout
- ✓ Inspect room within 30 minutes of departure
- ✓ Express genuine gratitude
- ✓ Request reviews from satisfied guests
Nigerian Context Tips
Payment Methods
- Many corporate guests need proper invoices for expense claims
- Keep POS terminal ready for card payments
- For large bills, bank transfer is common
- Always provide detailed receipt with hotel stamp
Late Checkout Culture
- Nigerians often request late checkout
- Be accommodating when possible
- Charge reasonably if must charge
- Flexibility builds repeat business
Transportation Assistance
- Offer to call taxi or ride-hailing service
- Provide directions to bus stops/taxi ranks
- Warn about traffic if going to airport
- Help with luggage to vehicle
Common Checkout Issues
Guest can't find key?
Use master key to verify room is vacated. Charge key replacement fee if in policy. Note in InnGO.
Dispute over minibar charges?
Check minibar log if you maintain one. If uncertain, consider waiving charge for goodwill. ₦2,000 dispute isn't worth bad review.
Guest forgot items in room?
Secure items in lost and found. Note in booking. Contact guest to arrange return. Offer to ship for larger items.
Payment method not working?
Try alternative: POS issues → accept transfer or cash. Internet down → process manually, update InnGO later.
Guest refuses to pay additional charges?
Show documentation. Remain calm and professional. Escalate to manager if needed. Note in booking for records.
Checkout Timing Strategies
Peak Checkout Times
- 11:00 AM - 12:00 PM: Busiest period
- Have multiple staff at reception
- Pre-prepare bills for expected checkouts
- Offer coffee/water to waiting guests
Encouraging Early Checkout
- Send checkout reminder night before
- Offer express checkout option
- Have bills ready by 10:00 AM
- Helps housekeeping prepare rooms faster
After Checkout: Room Turnover
Room Inspection Checklist
- ✓ Furniture intact and in place
- ✓ Appliances working (AC, TV, etc.)
- ✓ Bedding and towels counted
- ✓ Bathroom fixtures functional
- ✓ No damages or stains
- ✓ Windows and doors secure
- ✓ Lost items secured if found
Coordinating with Housekeeping
- Inform immediately after guest departs
- Prioritize rooms with same-day arrivals
- Track cleaning progress in InnGO
- Verify room ready before marking available
Building Loyalty at Checkout
Memorable Departure Experience
- Use guest's name: "Thank you, Mr. Okafor!"
- Offer bottle of water for journey
- Provide business card for future bookings
- Mention any upcoming promotions
- Help carry luggage to car
Requesting Feedback
- "We'd love your feedback on Google/TripAdvisor"
- Provide direct link via SMS/email
- Offer small incentive (discount on next stay)
- For negative feedback, resolve before guest leaves
Need More Help?
For checkout assistance:
- Email: support@inngo.com
- Live chat in dashboard
- Visit Help Center