The Best Way to Check in Guests Arriving at Your Short-Term Rental
Streamline your guest arrival - Tips from our guest services team
Are you struggling with bad reviews? Or want to ensure you'll get a good review for your new Airbnb, short-term or vacation rental? One of the biggest annoyances with guests is always arrival. Over the years I've found that making sure arrival goes smoothly increases the likelihood of a good review. This is why I have discussed prepping arrival so much, from having a digital door lock, hiring professional cleaners, and having a thorough good guest book.
Clear Check-in Instructions
Let guests know how to check-in and check-out in very clear, simple, and short message. Don't make the message too long or nobody will read it! Overly wordy instructions can seem complicated, and will likely be skimmed and result in frustrated guests who can't get in.
Pre-arrival Communication
A couple of days before your guests are due to arrive, reach out and ask what time they are arriving. This will be good information for your cleaners to know, especially if they need an extra hour to replenish the property!
This is a good time to also ask if they need special items you provide like a pack and play for kids, or pet-friendly additions like sofa blankets and a crate.
Access Codes and Instructions
Change the entry code on the smart lock or lock box, and send it along with the check-in instructions/guest guidebook at 12PM.
If you have a greeter, get in touch with them for the guests' arrival time and send their info to the guest.
Arrival Support
During the pre-arrival phase, make sure you are online and paying attention to your phone or laptop. You should aim respond to guests' questions within 3 minutes if they are having issues checking in.
This is where a door camera and smart lock are handy—you can see if guests have entered in the wrong code, or are at the wrong property altogether for example!
Remember: A successful check-in equals a successful stay equals better reviews equals more bookings!