Late arrivals need a reliable access process and a clear route to help. The team should know the expected time and how a failed entry will be handled.
A practical approach
- Test self-entry instructions in darkness.
- Confirm that the guest has received the access information.
- Assign escalation coverage for the arrival window.
An example to consider
A lockbox can solve key handover but not a closed vehicle gate. Test the complete journey from road access to opening the accommodation.
What to track
Track late-arrival incidents and support response time.
Part of the Marbella Hospitality practical-note collection. About this collection.