Hotel-Shelter Program Policies & Procedures Template
Welcome! This document is here to help you create or strengthen your own hotel-shelter (or emergency housing) program. Whether you're just getting started or looking to improve what you already have, this template provides guidance, sample language, and space to customize policies and procedures.
This is meant to support programs working with Safe Stays by ReloShare. The goal is to keep things clear, supportive, low-barrier, and trauma-informed—for both your clients and your team.
Table of Contents
Introduction
Purpose & Scope
The hotel shelter program is designed to provide short-term, emergency housing for individuals and families experiencing homelessness, fleeing violence, or in crisis. It is ideal for agencies without a physical shelter or when shelter capacity is exceeded. This guide outlines the critical components needed to create and manage a hotel-based shelter program using Safe Stays by ReloShare.
About Safe Stays by ReloShare
Safe Stays is a free-to-use, private hotel booking platform for social service agencies and government entities to reserve rooms at over 20,000 participating hotels nationwide. Safe Stays offers:
- Alias-based bookings, depending on the hotel
- 24/7 support
- Centralized billing with consolidated invoices
- Access to hotels across the U.S.
Getting Started
Who is this for? This guide is for non-profit or government agencies who:
- Use hotels to house clients short-term
- Want a clear set of policies and procedures for safety, client support, and hotel use
- Need an easy-to-edit, trauma-informed, low-barrier framework
How to use it:
- Fill in your agency name and customize each section
- Use the sample policies and procedures as-is or adapt them to your context
- Share it internally or with relevant stakeholders such as clients, funders, etc.
- Update regularly as your program evolves
Agency Policies to Develop:
- Eligibility criteria and intake process
- Incident response and discharge planning
- Client rights and responsibilities
- Booking procedures and extension limits
- Emergency contact and staff coverage systems
Best Practices:
- Use clear policies and trauma-informed procedures
- Clearly explain hotel rules and expectations to clients at the outset and provide clients with a pre-check-in orientation
- Develop internal protocols for booking, extensions, and emergencies
- Maintain a reliable on-call system for client support and after-hours issues
- Communicate regularly with clients throughout their stay
- Use Safe Stays' 24/7 team for all reservation issues and any changes
- Read all communications from Safe Stays’ 24/7 team and Customer Success team
Billing Procedures:
- Agencies are invoiced monthly via Safe Stays
- Safe Stays provides folios for review before invoicing
- Charges include nightly rate, taxes, and fees
- Damages or additional charges will be billed back to agency
[AGENCY NAME]’s Program Objectives
Program Objectives:
- Provide immediate access to safe, temporary housing
- Support low-barrier access (minimal eligibility requirements)
- Maintain client dignity and safety through trauma-informed care
- Link clients to longer-term housing and wraparound services
Eligibility & Intake
Policy: [AGENCY NAME] aims to keep intake simple and inclusive. Eligibility for our hotel-shelter program is based on need. Any experiencing homelessness, fleeing violence, or facing a housing crisis and need immediate shelter, may qualify for our program. We prioritize safety and immediacy over documentation or conditions.
Procedure:
- Conduct brief intake (in-person, phone, or mobile)
- Collect only essential information: name, safety needs, emergency contact, household size, etc.
- Confirm client is experiencing a housing crisis or needs emergency shelter
- Determine if hotel placement is the right option (vs. shelter, medical, detox, etc.)
- Confirm the client can safely stay unsupervised in a hotel room
- Ensure the client has a valid form of ID if they are not booked at an alias hotel
- Use trauma-informed, client-centered questions
- Confirm eligibility if required by specific funding sources
Pre-Booking Considerations
Client Assessment Checklist:
- Safety Needs:
- Example: Client requests not to be placed near a known abuser’s neighborhood.
- Proximity to Services:
- Example: Client needs to remain near a hospital for daily medical appointments.
- Transportation Needs:
- Example: Client uses public transportation and needs a nearby bus stop.
- Language or Accessibility Needs:
- Example: Client needs translation assistance at check-in or a room with grab bars in the bathroom.
- Animals:
- Example: Client has a non-registered service animal, requiring a pet-friendly room.
Hotel Environment Safety Checks:
- Check Security Features:
- Example: Confirm that guest room doors are not ground-level with exterior access only.
- Review Monitoring & Staffing:
- Example: Ask Safe Stays if there are cameras in the hotel’s parking lots and if the front desk is staffed overnight.
- Research Hotel History:
- Example: Read recent online reviews for red flags or check with local partners.
Preparing Clients for a Hotel Stay
Policy: Before check-in, [AGENCY NAME] provides clients with clear, supportive orientation and logistics so they know what to expect and how to stay safe.
Procedure:
- Review hotel rules and policies (no guests, no illegal activity, smoking policy, noise levels, etc.)
- Provide the hotel address, reservation name (alias if applicable), and check-in instructions
- Review expectations for room upkeep and check-out
- Review program rules and how to reach staff in an emergency
- Discuss confidentiality, use of alias name (if at an alias hotel), and hotel interactions
- Offer a simple safety plan if needed (especially for DV/fleeing situations)
Hotel Logistics
Policy: [AGENCY NAME] manages all logistics (transportation, booking, modifications, exit, payment). Clients do not pay anything.
Procedure:
- Use Safe Stays platform for booking and extensions
- Arrange transportation to the hotel (Uber, cab, staff ride, police transport, etc.)
- Review check-in and check-out protocols with client
- Prepare the client for check-in: what to say, what to bring, what to expect
- Explain check-out process, room responsibilities, and any limits on length of stay
- Track reservation length and plan ahead for extensions
- Submit the reservation folio to [AGENCY NAME] once made available
Booking Process:
- Book through Safe Stays at an Alias Approved hotel if client lacks ID or needs confidentiality
- Wait for confirmation from the Safe Stays 24/7 team before sending the client
- Use the “Problems Checking In” document as a client-facing tool
- For non-alias bookings, confirm the client has a valid (non-expired) government-issued ID
Modifications & Extensions:
- Submit all modifications through Safe Stays—not by calling the hotel directly
- Do not send the client for early check-in unless confirmed by Safe Stays that the room is ready
- Submit extension requests at least 1 day before checkout to avoid rebooking or room loss
Client Support During Stay
Policy: [AGENCY NAME] maintains open communication and provides consistent support to our clients throughout their stay. We check in regularly to ensure their needs are met and offer assistance whenever necessary.
Examples of Support:
- Check-ins: Daily or every-other-day (drop in, text, phone, or video call)
- Basic Needs: Help with food, hygiene items, and transportation
- Referrals to Services: healthcare, legal aid, counseling, housing, employment
- Emergency Support: contact always available (see Emergency Contact Coverage)
Procedure:
- Assign a staff contact or case manager to each client
- Schedule regular check-ins (daily, every other day, or what works for the client)
- Provide a 24/7 emergency contact line
- Offer help with food, transportation, personal needs, or emotional support
- Encourage but don’t require participation in services
If your program does not currently have a 24/7 emergency line, please review the Emergency Contact Coverage section below.
Safety, Behavior, & Incident Response
Policy: [AGENCY NAME] promotes safety and respect for everyone involved. We respond to issues with support first, and only exit clients when absolutely necessary.
Procedure:
- Use trauma-informed de-escalation first when issues arise
- Document incidents using internal report form
- Talk with the client about the situation and how to move forward
- If the client must leave, offer referrals and a safe plan whenever possible
- Keep Safe Stays informed throughout the process, when appropriate
Case Management & Services
Policy: [AGENCY NAME] provides voluntary, person-centered services to help clients meet their needs and move toward stability.
Services Menu (examples):
|
Service Area |
Examples |
|
Housing Support |
Search help, applications, referrals |
|
Income & Benefits |
SSI/SSDI, TANF, SNAP, job resources |
|
Identification |
Help getting ID or documents |
|
Legal Help |
Protection orders, eviction defense |
|
Healthcare |
Mental health, medical, medications |
Procedure:
- Meet with the client to talk about goals, needs, and next steps
- Help with housing search, benefits, ID, legal aid, healthcare, etc.
- Offer flexible, client-driven plans (nothing is mandatory)
- Make referrals or bring services to the client if possible
Program Rules
General Conduct
- Clients must treat hotel staff, other guests, and program staff with respect.
- Physical violence, threats, or harassment toward others will not be tolerated.
- Destruction of hotel property or personal property is not allowed.
Room Use
- Room cleanliness should be maintained (basic upkeep, no hoarding, no trash buildup).
- Smoking is only allowed in designated smoking areas (if applicable).
- Cooking appliances (hot plates, portable stoves) are not permitted in the room unless provided by the hotel.
Visitors
- No visitors are allowed in the hotel room unless explicitly approved by program staff.
- Clients should not disclose the hotel location to anyone outside of approved contacts (especially for safety/confidentiality cases).
Substances
- No illegal drug use, distribution, or possession on hotel property.
- Alcohol is not allowed on-site or in the client’s room (unless the agency permits it based on harm-reduction policies).
Curfew / Check-Ins (optional, depending on program)
- Clients may be asked to check in with staff once daily by phone or text.
- A curfew may be enforced depending on the program structure (e.g., must be in by 10PM unless pre-approved).
Emergencies & Communication
- Clients must respond to communication from program staff (phone/text/email) within a reasonable timeframe.
- Clients must follow instructions from hotel staff during emergencies (e.g., fire alarms, evacuations).
- Clients are encouraged to report safety issues or hotel concerns to staff as soon as possible.
Property and Belongings
- The program is not responsible for lost or stolen items.
- Clients should not remove hotel items (pillows, towels, etc.) from the premises.
Check-Out
- Clients must check out on time unless granted an extension by staff.
- All room keys should be returned to the front desk or program staff.
Ending a Hotel Stay
Policy: [AGENCY NAME] plans ahead for exits when we can, and supports clients through any kind of departure.
Exit Pathways (examples):
- Planned Exits:
- Transition to shelter, housing, or another safe location
- Confirm transportation, support with belongings, and follow-up plan
- Involuntary Exits:
- Provide explanation and document reason
- Offer referrals and alternate resources when possible
- If safety is a concern, consult with a supervisor and document the outcome
Procedure:
- Create a transition plan if the stay is ending naturally (e.g., moving to permanent housing)
- Offer referrals to other programs if a client must leave or needs more time
- Document the reason for exit
- If the exit is involuntary, explain the reason clearly and respectfully, and offer follow-up help if possible
Addendum
Emergency Contact Coverage
Safe Stays by ReloShare requires that agencies provide a dedicated emergency contact number so our 24/7 team can reach your agency quickly in urgent situations. These situations may include:
- A hotel requesting guest removal due to disturbances or police involvement
- Emergency hotel relocations due to flooding, fires, or power outages
- Issues that arise outside of your agency's standard business hours
If your program does not currently have a 24/7 emergency line, here are some options other agencies have used successfully:
|
Option |
Description |
Ideal For |
Notes |
|
Rotating On-Call Schedule |
Different staff member on call each week (use shared calendar) |
Medium to large teams |
Keep contact list current & must update numberwithin the Safe Stays platform weekly |
|
Google Voice / Call Forwarding |
Central number forwards to rotating cell phones |
Agencies needing flexibility |
Allows rotation without changing number |
|
Single Emergency Contact |
One dedicated staff member is always listed |
Small teams |
Must ensure backup if primary contact is unavailable |
|
Alternative/Custom Solution |
Work with Safe Stays to identify another process |
Programs with unique structures |
May require documentation or approval |
Please ensure that whoever is listed as your emergency contact:
- Is trained in your hotel-shelter program procedures
- Is reachable after hours and empowered to respond to urgent hotel/client situations
- Has access to reservation details and can make decisions in real time
- Understands that Safe Stays will only reach out for legitimate emergencies
Sample Client Agreement
Use this as a one-pager to review with the client after determining they meet program eligibility. It's not a contract, just a mutual understanding.
[Client Name] agrees to:
- Keep the hotel location private
- Follow hotel and program rules (no unauthorized guests, no smoking in non-smoking rooms, no illegal activity).
- Treat hotel staff, property, and others with respect
- Stay in touch with staff and check out on time
[Client Name] has the right to:
- Safe, temporary housing
- To be treated with dignity and respect
- Keep their personal information private
- Voice concerns or file complaints without fear
[AGENCY NAME] agrees to:
- Provide safe, temporary housing at no cost
- Respect the client's privacy and dignity
- Be available for help and emergencies 24/7
- Support the client with compassion, not judgment