Managing Late Check-Ins & Special Guest Requests

Because Guests Don’t Always Arrive on Time—or Stick to the Script

It’s 11:45 PM and your phone buzzes: "Hi! We just landed. Can we check in now? Also, do you have oat milk?"

Late arrivals and out-of-the-blue guest requests are part of the hosting life—especially if you’re catering to travelers with unpredictable schedules (or very specific tastes). For mom-and-pop hosts, these moments can either become stress spirals or opportunities to shine.

Here’s how to handle them like a pro.

1. Expect the Unexpected (and Plan for It)

Let’s be honest: most late-night surprises aren’t really surprises. Delayed flights, late check-ins, "can you leave the lights on?" requests—these things happen.

To stay ahead:

Clearly list your check-in window in your listing and guidebook
Use smart locks or lockboxes to allow flexible arrivals
Have motion-sensor lights or nightlights for easy nighttime access
Include detailed entry instructions with photos

2. Automate Your Guest Messaging

One of the best ways to keep late check-ins smooth and stress-free? Set up automated pre-arrival messages.

Include:

Check-in instructions with clear timing and access codes
Parking info and where to find the key (or keypad)
Reminders about house rules and quiet hours

This ensures guests get everything they need—even if you’re already in bed.

3. Handle Special Requests Without the Stress

Oat milk? Extra pillows? Birthday balloons? These requests pop up all the time. While you don’t have to say yes to everything, here’s a simple rule:

Set clear boundaries in your listing. Surprise them with small touches when you can.

Guests appreciate thoughtful gestures—but you don’t need to run a 24/7 convenience store. Keep expectations manageable and prioritize what’s feasible.

4. Offer Early Check-Ins or Late Check-Outs (Strategically)

If your calendar allows, flexible timing can be a great guest perk. But it should always work for you, not against you.

Some tips:

Block time between bookings for cleaning and resets
Charge a fee for early/late options if they disrupt your schedule
Mention availability for flexibility, but don’t guarantee it unless confirmed

You’re in control of your time—not your guests.

5. When to Say No (Politely)

Not every guest request is reasonable—and not every host has to bend. A polite "unfortunately, that’s not available" goes a long way.

Examples:

Last-minute early check-in that overlaps with cleaning? Nope.
Hosting a dinner party for 10 in a one-bedroom? Definitely nope.
Need you to drop off a hairdryer at midnight? Hard pass.

Set boundaries, stick to them, and trust that respectful guests will understand.

6. You Don’t Have to Be On Call 24/7

Being responsive is important, but you also deserve rest. As your hosting grows, you might find that managing guest requests and timing logistics becomes too time-consuming.

That’s where SuperHost Depot can help.

We offer 24/7 guest support, customized check-in tools, and messaging automation so you can step back without missing a beat. Whether it’s a late arrival or a last-minute favor, we handle it with professionalism and warmth—so you don’t have to.

Related Knowledge Base Articles:

Managing Late Check-Outs and Special Requests
How SHD Manages Guest Messaging
Understanding SHD’s 24/7 Concierge Service
Setting Up Your Dashboard and Preferences
Resolving Guest Concerns with SHD Support