Checkout on the phone: what guests should see before they leave

The last morning of a stay is where small surprises become the memory a guest takes home. Was checkout at 10:00 or 11:00? Is last night’s room service order already on the room? Can the bags stay until the afternoon? When the only place to find out is the desk, every departing guest joins the same queue at the same hour, and the answers come in a hurry.

A checkout on the phone works when it answers those questions before the guest has to ask. The point is not to replace the goodbye at reception. It is to make sure nobody reaches the desk unsure about the basics.

In Avant, the guest opens checkout from the same room QR they used during the stay. Before they leave, the screen should make four things plain:

• Stay dates and checkout time. Arrival, departure, and “checkout by” on one card. It sounds obvious, and it is still the question the desk hears most on the last morning.
• What was ordered during the stay. Orders the guest placed in Avant, such as room service, are listed against the room with their amounts. Seeing them on the phone first avoids the “I didn’t order that” conversation at the counter.
• What happens to open requests. Avant tells the guest that room services close at checkout and that any open request stays with reception. A card still open on the Porte Requests board does not vanish because the guest tapped check out.
• The last-morning practicals you actually offer. Luggage storage, how late checkout is handled, parking exit, the way to the station. Keep these in the stay info you manage in the CMS, so every room shows the current version without reprinting a card.

Be clear with your team about one thing: how the bill is settled stays your decision. Avant shows the guest what is open on the room. Your team settles it the way you already do, at the desk or through your usual process. The value at this moment is clarity, not a new payment flow.

A few checks make the difference. Make sure the checkout time in Avant matches what the desk says, especially on days you change it for a group or a season. Keep what the guest sees on the phone and what reception tells them in agreement, so the two never contradict each other on the way out. And if a guest asks for a late checkout, answer it on the board before the morning rush rather than at the counter at 10:55.

Done well, the departing guest reaches reception, if they come at all, with nothing left to figure out. The desk gets a short, friendly goodbye instead of a line of questions.

Want to see the checkout screen in Avant and how open requests show up in Porte? Contact us or write to support@concierge-avant.si.