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Hotel Booking Best Practices

Essential guidelines to efficiently navigate the Safe Stays platform.

Click here to access and download.

 

 

For Guest/Client: 

  • Make sure that the guest knows the name on the reservation for check-in.
  • Ensure they have the Problems Checking In document (Appendix A) with information for the front desk to contact our 24/7 team in case of issues with billing, deposits, or anything else related to check-ins or extensions.

For Agencies: 

Policies

  • Be aware of hotel policies, specifically regarding visitors and smoking.
  • Confirm that the guest understands the hotel’s policies and procedures and will abide by those rules. 
    • For guidance on preparing clients for their hotel stay, see Appendix B.
    • If the guest does not abide by the hotel’s rules, the hotel may ask them to leave before the stay is over. 
    • The agency is liable for any and all damages to the hotel room/property, and it will be included on your invoice. 
  • Guest Names & IDs 
    • For non-Alias Approved reservations, clients must have IDs that are NOT expired.
    • Accepted IDs are driver's licenses, ID cards, passports, and Tribal IDs. 
    • If you have any doubts about the type(s) of ID that your guest has, or if a guest is under 21, it is best practice to book them into an Alias Approved hotel to avoid potential issues.
    • When booking clients at Alias Approved hotels, always use an alias name and indicate the client does not have their ID. If the booking form states the client has their ID, the hotel may ask for it upon check-in.
  • Smoking  
    • Check for options for smoking vs. non-smoking to prevent damage fees. 
  • Animals 
    • Per ADA regulations, all hotels must allow Registered Service Animals (RSA), even if they are not pet-friendly. 
      • It is up to the hotel whether or not they will charge a fee for this, and we will not know until the final folio is provided. 
    • If the client is traveling with a pet or Emotional Support Animal (ESA), please use the amenities filter to search for “Animal Friendly” hotels.

Reservations

  • Do not send the client to the hotel until our 24/7 team has confirmed that the reservation has been accepted by the hotel. Reservations are typically confirmed an average of 30 minutes, but please allow up to an hour to allow for pending extenuating circumstances that are outside our 24/7 team’s control.  
  • Ensure that your reservation has been confirmed before the end of your work day OR ask a colleague to add themself to the reservation’s watch list via the Watch buttonScreenshot 2024-07-30 at 2.20.36 PM so they can make sure the reservation has been confirmed.
  • Ways to contact our 24/7 team:
    • Reservation page via the Contact 24/7 Team button  Screenshot 2024-07-30 at 2.20.56 PM if it’s an emergency or the +Add Note button Screenshot 2024-07-30 at 2.21.14 PMfor all other questions and correspondence.
    • Help Center via the Contact Us button Screenshot 2024-07-30 at 2.21.29 PM 
    • Emailing help.safestays@reloshare.com
  • Modifications
    • ANY MODIFICATION to a hotel reservation must be made through the Safe Stays site. If you have attempted to make a modification through our site and are unable to, please contact our 24/7 team at help.safestays@reloshare.com.
      • We will not honor any modification to a reservation that is not made through our portal or through a ReloShare team member. 
      • We CANNOT amend check-in dates. If you need to change the check-in date, you will need to cancel the reservation and rebook. 
      • Notify us if a guest is moving to self-pay or if another agency is paying for more nights outside of Safe Stays since our booking team calls to confirm the checkout on each reservation.
  • Early / Late Check-Ins 
    • Early check-ins are subject to the hotel’s availability and cannot be guaranteed. 
      • If an early check-in is needed, do not send the guest to the hotel until it’s been confirmed that the hotel can meet the need. We will not know if an early check-in is available until the morning of the reservation. 
    • Late check-ins must be communicated with our 24/7 team so they can relay that information to the front desk.
      • Unless the 24/7 team and hotel are otherwise notified, guests must check in before midnight on the check-in date or the stay may be canceled. If the reservation is canceled as a result, the hotel may charge a cancellation fee per their policy.
  • Extensions
    • Always request extensions at least one day before checkout.
    • If you extend a reservation after the check-out time, there is a risk of the guest being asked to leave due to unavailability and/or may need to switch rooms. The longer you wait to extend, the more likely the hotel will be sold out.
    • Client must go to the front desk to receive the new key for the extension. If the key is not retrieved, the hotel will view the extension as a no-show.
    • If the extension is no longer needed, you may cancel it on the reservation page.
    • Be aware of ongoing events in your community that will impact hotel availability. Make extensions as soon as you know you need them to try and mitigate those difficulties.
  • If a hotel contacts your agency regarding a cleaning fee/damage, refer them back to ReloShare 

Hotel Limitations

Staff Shortages

  • Housekeeping shortages 
  • Overnight staff

System Audits

  • After Midnight system can't search for previous nights
  • Audits at 1am, may result in a delay of confirmation

Early/Late Check-In 

  • Dependent on housekeeping, room availability, events

Check-In/Check-Out 

  • If sending client to hotel at ~11am and/or ~3pm this is in conjunction with check-in and check-out times for many hotels and could result in a delay on confirmation.

Billing

  • Invoicing is once a month. All reservations with check-out dates falling between the 2nd of the previous month and the 1st of the current month will be included in the invoice for the current month.
    • Example: All stays checking out from October 2nd - November 1st will appear on the November invoice, and is sent mid-November. 
  • Invoices can be paid via check or ACH bank transfer within 14 days (*unless otherwise negotiated during your onboarding).
  • Individual folios are available to download via the Booking Folios tab Screenshot 2024-07-30 at 2.24.58 PM  
  • If you would like to have the Customer ID reflected on your invoices please let our billing team know at billing@reloshare.com.

Safe Stays Account

For all account and programmatic-related questions or issues not related to an active reservation, including:

  • receiving a tutorial on using the Safe Stays site,
  • developing policies and procedures for a hotel-shelter program,
  • changing your agency’s Safe Stays account information,
  • adding users,
  • feedback about an experience with Safe Stays, 
  • a feature request, or
  • inquiries on adding/removing hotels from the site, 

please email the Customer Success team at customersuccess@reloshare.com.

 

 

Appendix A

Screenshot 2024-07-31 at 3.33.50 PMScreenshot 2024-07-31 at 3.33.55 PM

 

Appendix B

Guidelines and Questions for Advocates Assisting Guests with Short-Term Hotel Stays

Section 1: Pre-Booking Considerations

  1. Research the area and read reviews of the hotel to ensure it meets the standards of both the agency and client. 
  2. Before selecting a hotel, consult with the client to assess:
    1. Safe or unsafe locations: Are there particular areas the guest would feel more or less safe in? 
    2. Proximity needs: Does the guest want to be close to specific places like work, school, healthcare providers, or religious communities?
    3. Transportation: Does the guest need parking access? Are there public transportation options available nearby?
    4. Accessibility: Are there any mobility or transportation issues to consider? Are there accessible restaurants, convenience stores, or other amenities nearby?
    5. Language needs: What is the language spoken by the guest, and is language access provided at the hotel?
    6. Specific room accommodations: Does the guest have pets, need a smoking room, etc.?
  3. Hotel Specifics
    1. Ask about any hotel events or community activities that could pose a risk or act as triggers for the guest.
    2. Screen for hotel-related factors, such as whether the hotel has been linked with human trafficking.
    3. Check policies on external doors, room access, housekeeping, and security measures.
  4. Confirm Choice
    1. Confirm that the hotel's location and other aspects feel safe and comfortable for the guest.

    Section 2: Prior to Arrival

    Discuss and inform the guest about:

      • Emergency exit routes and parking access.
      • Check-in/check-out times, amenities, and hotel policies.

    Section 3: Safety Planning During the Stay

    1. Safety Measures
      1. Discuss safety planning, particularly if there is a risk of an abuser locating the guest.
      2. Link to resources for managing cell phones, location tracking, and social media use.
    2. Emergency Contacts
      1. Ensure the guest has contact details for:
        1. Emergency services
        2. Case manager or agency contact
    3. General Hotel Rules and Expectations
      1. Adherence to Hotel Rules: Acknowledge that you are expected to follow the hotel's rules and guidelines. Noncompliance may result in termination of the hotel stay.
      2. Room Condition: Agree to maintain the room in its original condition, avoiding any damage or removal of items.
      3. Drug Use or Other Illegal Activity
      4. Weapons Policy: Acknowledge that weapons are not allowed on hotel premises.
      5. Smoking Policy: Confirm understanding of the hotel’s smoking policy.
      6. Substance Use: Acknowledge that illegal drug use is not allowed.
    4. Confidentiality and Privacy
      1. Location confidentiality (as needed)
      2. Unauthorized guests
    5. Lifestyle Policies
      1. Room Occupancy: All guests staying overnight at the hotel must be included on the reservation. Hotels may refuse or cancel a reservation if more guests than are listed on the reservation are staying in the room. 
      2. Visitor Policies: For non-overnight visitors, many hotels require visitors to register at the front desk and provide their name and photo ID, even if the guest is staying under an alias reservation.  
      3. Noise Level: Acknowledge adherence to the hotel's quiet hours.
      4. Pets Policy: Confirm understanding that pets require prior approval.
      5. Smoking areas
    6. Personal Responsibility
      1. Belongings and Security: Agree to keep your belongings safe and secure during your stay.
      2. Supervision of Dependents: Acknowledge the responsibility for supervising any children or dependent adults.
    7. Emergency Procedures
      1. Emergency contact protocol.
      2. Welfare checks for unresponsive guests.
      3. Property retrieval after stay.
      4. Safety measures against people guest may be seeking safety from. 

    By adhering to these guidelines and questions, you help ensure a safer, more comfortable, and client-centered experience.