The Guest checked out trigger fires after a guest's stay ends. Use it for anything that belongs after the visit: a thank-you, a review request, a lost-and-found check, or a question about how the stay went.
Timing. This trigger depends on your PMS sync, so it fires within seconds of the change in most cases — and within about 5 minutes if a webhook from Mews is missed. See Understanding Mews Data Sync for how sync timing works.
A guest counts as checked out once Mews records an actual check-out date for the reservation, or marks the reservation as processed. Cancelled reservations never count.
Choose how long after checkout the workflow should start:
Hours after checkout — a set number of hours after the guest checks out. Good for a same-day "thanks for staying" or a quick question while the visit is fresh
At a time of day, a set number of days later — for example, 10:00 AM two days after checkout, in your organization's timezone. Good for review requests, when you want the message to land at a sensible hour rather than at 11 PM on checkout night
Create a new workflow and choose Guest checked out as the trigger
Pick a timing mode and set the delay
Add your steps — most often a Guest question or a Send SMS
Review request. Ask "How was your stay?" with numbered options and send happy guests your review link. See Asking Guests a Question for the full example
Thank-you note. A short text a few hours after checkout, with your direct number for next time
Lost and found. "Did you leave anything behind? Reply and we'll check the room."
Requires a Mews connection. The trigger reads the check-out event from your PMS, so it won't appear in the trigger menu without one
10DLC applies to any text this trigger sends. See Setting Up 10DLC Messaging Compliance
For departures that haven't happened yet — reminders the day before checkout — use the Check-out Upcoming trigger instead
Use the chat widget in the app, in this help center, or on hellohotel.co, or email us at [email protected].
