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How to perform guest check-out procedure 

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Abstract: The following KB explains how to carry out guest checkout at Samma Karuna in Koh Phangan, Thailand. 

Author: Ishi 

Version: 1.1. February 2022

Last update: 15th October 2025

Audience: WC staff

Day before checkout

As a good practice, contact the customers checking out the day before departure and ask them about their departure time and if they need a taxi or some other help. Look at the room caledar, if nobody is coming that day, inform the customer they can do a late checkout free of charge.

Check out procedure:

  • 1) Greet the customer, “Good morning Sr/Madam”
  • 2) Confirm check-out: “Are you checking out today?”
  • 3) If the customer confirms, request the customer to take a seat and ask for their keycard.
  • 4) Ask housekeeping to check the room (wait until they come back to you)
  • 5) Ask “Was everything alright Sr/Madam?”
    • If the customer complains about something, just hear them and reply in a grounded and calm tone:
      • “I’m really sorry to hear that your stay wasn’t what you expected.
      • Thank you for sharing this with us — your feedback really helps us improve.
      • If you’d like, I can share this right away with our manager to see what we can do before you go.”
      • (If the guest continues expressing dissatisfaction)
        “I completely understand how that would feel. We truly appreciate you being honest with us, and we’ll make sure this is looked into. Thank you for giving us the chance to learn and improve.”
  • Ask the guest to complete the paper version of the feedback form. You can find here feedback form here
    • If the feedback is good (all 4s and 5s, ask the customer to please leave us an online review.
      • “That’s wonderful to hear! It would mean a lot to us if you could share that on Booking.com.”
      • Google Reviews/Trip Advisor (for Awakening & Healing program
  • Ask “Where are you going today?”
    • Listen.
    • Offer to help with a taxi or guidance: “Can I help you with something else?” “Do you need a taxi?”
  • Once you know the room is alright, inform the customer and return the keycard deposit.

*If the rating given is 3 stars or below, forward the form to your duty manager for review.

*If the rating given is 4 stars and above and the guest has time, please ask him/her to write us a review at that moment.

  • After checkout, send a short WhatsApp or Booking.com message:
    “Thank you for staying with us. We hope you enjoyed your time at Samma Karuna. If you have a moment, we’d really appreciate a short review on Booking.com — it helps others discover our little paradise.”
    Avoid long or templated texts — make it sound human and caring.

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