622 Lakewood Circle - Dort 12

Per the rental contract, Rule and Regulation #6 states: “CHECK OUT: Check out is promptly at 10:00 AM. There will be NO LATE DEPARTURES ALLOWED. Renter(s) understands there will be an additional days rent added if your unit is not available by 10:00 AM. WE CANNOT MAKE EXCEPTIONS due to very tight cleaning schedules during our high season.” When the rental keys were returned to our office at 10:00 AM, our staff reasonably understood that Unit 622 had been fully vacated and was ready for our Housekeeping team to begin cleaning. However, when our cleaning staff was dispatched to the unit, they notified the office that the property was still occupied. Our front desk staff then contacted the phone number on file for the reservation. During that conversation, the primary guest confirmed that although the keys had been returned, members of the party were still inside the unit. The remaining guests did not fully depart Unit 622 until approximately 10:47 AM. Unfortunately, we do have established policies and procedures regarding our 10:00 AM check-out time. These policies are outlined in the rental agreement that is reviewed and signed prior to arrival. The agreement acknowledges that a late check-out is subject to an additional day's rental charge. We understand your frustration and certainly do not take the decision to retain a guest's security deposit lightly. However, our check-out policies are in place for an important reason. Our Housekeeping team has a limited amount of time between departing and arriving guests to properly clean, inspect, and prepare each rental. Returning the keys does not constitute check-out when members of the rental party remain in the property. We appreciate your understanding that we must apply our policies consistently and in accordance with the rental agreement.