Pearson New International Edition International pcl tp indd 1

ROADMAP 4
Objective 4
Discuss considerations
important when
managing late and
express check-outs,
unpaid accounts, and
issues relating to room
damages, group
allowances, and
complaints made
after check-out.
Check-Out
Challenges
Objective 3
Review fundamental
requirements to check
out and settle accounts
of departing guests.
Managing the 
Check-Out Process
Objective 1
Describe basic
accounting information
necessary to accurately
determine guest charges
due at check-out.
Objective 2
Explain policies and
procedures needed to
establish and monitor
guest credit limits.
Accounting for
Guest Charges
Managing Guest
Credit
534

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GUEST CHARGES, PAYMENT, AND CHECK-OUT
Hotels do not arbitrarily establish check-out times. Rather, times are set to ensure
that housekeepers have sufficient time to clean rooms for arriving guests. Check-out
extensions may be granted. However, in some instances guests who check out several
hours beyond the established check-out time will incur a late check-out charge, which
may range from a few dollars to another full night’s room charge depending on the
check-out time. If possible, guests should be informed about these charges before they
are posted to the folio. Otherwise, some guests will protest the charges at check-out.
Front office staff must carefully monitor departure lists to ensure that, at the hotel’s
check-out time, guests have (1) checked-out of the hotel, (2) extended their stay,
(3) been granted a late check-out, or (4) been reminded of the check-out time and
informed about the hotel’s late check-out charges. If a guest has not checked out by the
posted time, has not requested a late check-out, and cannot be reached by phoning the
room, arrangements should be made to physically visit the room. Hotel personnel can
then determine if the guest has left or has encountered a difficulty such as illness or
other medical problem. If a guest overstays the hotel’s check-out time by a significant
amount of time (which may vary by room type, special events, or the hotel’s anticipated
occupancy level), a late check-out charge should be posted to the guest’s folio.