Handle a late check-out or unauthorised stay

A resident who stays past their check-out date without your approval is an overstay. Most are accidental and resolve within hours; a small number need formal escalation. Handle them in stages.

Stage 1: a friendly reminder (day before)

Most overstays are caused by a resident losing track of dates. Send a clear reminder the day before:

"Hi [name], just a reminder check-out is tomorrow at [time]. Want me to know your plans for the morning?"

A surprisingly high number of overstays vanish at this step.

Stage 2: morning of check-out

A short message the morning of:

"Good morning! [Time] check-out today. Let me know if you need anything for the move-out."

If they reply with a problem ("my flight got delayed"), this is the time to either:

Approve a paid late check-out (1–4 hours past, a small fee or goodwill).
Approve a paid extension via the platform if they need more nights.
Agree on a firm new exit time.

Stage 3: past check-out time, no response

Wait 2 hours, then a firmer message:

"Hi [name], check-out was at [time]. The room is needed for the next resident. Can you confirm you're on your way out or message me?"

Stage 4: still no response or refusing to leave

This is a serious situation. Your actions:

Document everything.
- Screenshot the messages.
- Photograph the room as it is (open door, hallway, signs of belongings still present).
- Note times of every interaction.
Contact Coliving support immediately at the help centre. Provide the booking number, timeline, and documentation. We can:
- Confirm the check-out date and rules to the resident.
- Open an unauthorised-overstay dispute on your behalf.
- Coordinate with you on next steps.
Do not change the locks or remove their belongings without legal advice. Most jurisdictions require formal eviction processes for residents past their booking, even on short stays. Local laws vary.
If you have a serious safety concern, contact local authorities.

After the overstay resolves

Once the resident leaves:

Contact support to claim from the deposit through the platform for the overstay nights, plus any disruption costs (cleaning delays, displaced next resident).
Submit evidence: messages, photos, the next-resident impact, receipts.
See If a resident disputes a charge with their bank.

What you can charge for

Per-day overstay rate — usually higher than the booking's per-day rate.
Disruption to a next resident — relocation costs, refunds, lost bookings.
Damage caused during the overstay — handled like normal damage claims.

Coliving support reviews and approves charges based on evidence and local norms.

How to prevent overstays

Day-before reminders. Friction-free; most accidents prevented here.
Smart lock that auto-disables. Some hosts auto-revoke door codes at check-out time + 30 minutes.
Clear check-out time in the listing AND in the welcome message. Repetition reduces confusion.
A buffer before the next arrival. A 2–4 hour gap gives slack for late departures without cascading.

Frequently asked questions

Q: Can I just enter the room and remove the resident's things? A: No, unless you have explicit legal grounds. In most places, even short-stay residents have some squatter-prevention protections. Talk to support and, if needed, local legal advice.

Q: What if the resident is just running 2 hours late? A: Be flexible. A 2-hour late check-out is rarely worth a formal dispute. Contact support if you want a small fee added; they can arrange it case-by-case.

Q: Does an overstay affect my host metrics? A: No, the resident's behaviour doesn't affect your metrics, but how you handle it can. Calm, documented handling reflects well; aggressive responses don't.