AFTER HOURS MEET & GREET SERVICE - LATE ARRIVALS

AFTER HOURS MEET & GREET SERVICE - LATE ARRIVALS

BACKGROUND
As self-serve apartments we provide limited after hours support. For customers arriving outside our office hours we are pleased to offer a 'Meet and Greet' service where a host will meet the arriving customers at the entrance of the property they are staying at, organise check-in and provide assistance. 

We offer two time frames:

  • 7pm till 11pm, $49 per stay
  • 11pm till 1am, $99 per stay

NOTE: Customers must select an exact time of arrival within the above windows, i.e. 10pm, 10.15pm. We must get a flight number for tracking purposes when selling this service. 

HOW DO CUSTOMERS BOOK THIS?
  1. In person if not prebooked however there is no guarantee of staff being available

WHERE SHOULD I WAIT?
Normally just inside the front doors so you can see the guest arriving. Please do not sit on foyer furniture waiting as this gives bad body language. If we have several, wait at our office area.

WHAT SHOULD GUESTS DO ON ARRIVAL?
Call 1300889930 and select the option for the property they are staying at. THIS IS ONLY TO BE DONE ON ARRIVAL, customers should not be encourages to call us on the way from the airport.

WHAT IF I AM ALREADY CHECKING ANOTHER GUEST IN?
This will happen from time to time, simply apologise to the customers and explain you will be with them shortly.

THE GUEST HAS BEEN WAITING FOR MORE THAN 15 MINS AND HAD PREBOOKED A LATE ARRIVAL
If a customers prebooked a late arrival, called on arrival and within 15 minutes we were not able to meet them then we will waive the after hours check in fee. PREBOOKED late arrivals must take priority. Raise a support ticket for the property manager to follow up on and assure the customers you will have their fee refunded.

THE CUSTOMER HAS NOT BOOKED AND PAID FOR A LATE ARRIVAL?
We close at 7pm and, any arrivals after this are not guaranteed unless a guest has pre-arranged this service. Whether a guest has pre-booked or not, they will still be charged however, customers who have prearranged this service are given priority.

LATE ARRIVAL FEES – CUSTOMERS CAN CANCEL UP TO THE DAY BEFORE ARRIVAL 
We are happy to assist customers from 7pm till 1am for pre-booked late arrivals, this is where a customers chooses to pay for an extra service so one of our team or contractor can meet them for check in. This is an optional service, our preference is for customers to arrive during our advertised office hours. 

Customers are welcome to select this service, if they are unhappy to do so, we will happily approve a cancellation and full refund without penalty or administration fee up until the end of business the day before arrival. We currently send a confirmation email, a 3 day pre-arrival email, a personalised phone call and, a SMS the night before. This ensures customers have numerous opportunities to manage their booking in addition to the information on display when the booking is made. 

SAME DAY BOOKINGS
Guests who make a same day booking after 5pm have the late arrival fee included in the room rate they pay. They must arrive by 11pm, or pay $50 extra till 1am.

WHAT DO I DO?
  1. Meet the customer and welcome them
  2. Complete normal check in requirements including minimum requirements
  3. Take the customer to the apartment showing them:
    1. The swipe cards and how to use them
    2. The appropriate lifts
    3. Turn on lights
    4. Set air conditioning for customers at their prefered temperature
    5. Close blinds (ask first)
    6. Show where laundry and fridge are (if inside cupboards)
    7. As its late see if they need ideas for something to eat, suggest crown, kebabs on flinders street etc
    8. Thank the customer for staying with us
    9. Ask if they need any extra assistance?

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