Guest Check-In at 9:30 AM Violates Policy: Seeking Solutions

A guest checked in early, at 9:30 AM, despite our stated policy that check-in begins at 3:00 PM. We informed them directly that early entry wasn’t allowed, but they accessed the property using a pre-arranged code that had been shared with them beforehand.

Context:
– The guest is traveling from another country and claimed they would have no network access upon landing. They requested that we provide the access code a day in advance so they could enter before arriving in the United States.

What we’ve tried and what’s been suggested:
– Implementing scheduled emails to remind guests of check-in times.
– Utilizing a Wi-Fi-enabled lock with time-based programming to control access.
– Reassessing policies around early check-in and associated exceptions, such as luggage drop-off or other accommodations, when feasible.

Current considerations:
– Early check-in is possible only if explicitly arranged in advance. In this case, it was refused due to pre-scheduled maintenance.
– There is debate about charging for an early check-in or offering other compensation for disruption, especially since a plumber appointment needed to be rescheduled as a result.

Request for input:
– What practical, fair measures can be implemented to handle early arrivals without compromising operations or security?
– Are there policy adjustments (e.g., paid early-check-in options, time-framed access codes, or pre-arrival instructions) that could prevent similar incidents in the future?
– How should we balance guest convenience with maintenance schedules and property availability?

If you have experience with early check-in solutions or policy enforcement strategies, your insights would be greatly appreciated.