Comfort that Counts: trialling later check‑out

At our annual Managers Conference earlier this year we launched our new brand vision where we want to be ‘The go to brand for great-value stays that never compromise on comfort’. As part of this vision, we are currently trialling a standard check out time of 11:00 instead of our usual 10:00. An extra hour in bed sure does sound more comfortable to us!  

Guest insight shows that check‑out matters to a lot of guests! At London Shoreditch, check‑out is time is among the most frequently mentioned topics in negative guest feedback. For guests who mention it in their reviews, overall satisfaction (GRI) scores are around 25% lower than the average guest score, highlighting how much this final moment can shape the overall stay. 

By trialling a check out that is one hour later than usual, we’re exploring how a small change can help guests leave feeling happier. A big thanks to those hotels (Paris Aubervilliers, Madrid Alcalá, Amsterdam City Centre, The Hague City Centre, London Shoreditch, Leeds and Dublin) running the trial and we’ll be back in touch with all hotels soon with feedback and any next steps.