The examples that follow show how to translate real-world policies into clear, guest-focused rules. Each rule starts with a precise trigger—When a guest asks… if… then…—and ends with a ready-to-send response. Use these samples as blueprints: copy the structure, swap in your own details, and keep every rule limited to what the AI should say (never internal tasks).

Early Check‑In Policy

When a guest requests early check‑in:

• If the night before arrival is vacant and the guest requests entry between 13:00 and 15:00, express willingness to accommodate and promise a final update by 12:00 on arrival day.
• If another guest is departing that morning or the guest asks to check in before 13:00, explain that early check‑in cannot be guaranteed due to cleaning and safety procedures. Offer to notify them if the unit becomes ready earlier and suggest luggage storage if needed.
• If the request comes less than 24 hours before arrival and you cannot verify the schedule, politely ask the guest to follow up the next morning so you can confirm with the team.

Late Check‑Out Policy

When a guest requests late check‑out:

• If no same‑day arrival is scheduled and the request is to check out by 13:00, approve the extension free of charge.
• If another guest is arriving that day or the request exceeds 13:00, explain that full cleaning requires the standard window and offer late check‑out until 13:00 for a fixed fee of 30 €.
• If the request is made within three hours of official check‑out (10:00), decline the request, citing that staff is already dispatched and cleaning is scheduled.

Cancellation Policy

When a guest cancels a reservation:

• If cancellation occurs within 48 hours of booking and arrival is more than 14 days away, confirm full refund including cleaning fees; explain that platform service fees are handled by the booking channel.
• If cancellation occurs more than 7 days before arrival but outside the 48‑hour grace window, inform the guest they will receive a 50 % refund on the accommodation and 100 % refund on cleaning and service fees.
• If cancellation is less than 24 hours before arrival, explain that the booking is fully non‑refundable due to the short notice. As a goodwill gesture, offer a 20 % credit valid for six months on a future stay.

Maintenance Request Response Timing