Check-In Instructions
Check-in instructions are the specific, step-by-step guidance provided to guests for their arrival and entry into a short-term rental property. This information is a critical component of the guest communication workflow, detailing everything from directions and parking to access codes and procedures for gaining entry.
Why it matters
Clear and timely check-in instructions are fundamental to a positive guest experience, setting the tone for the entire stay. A seamless check-in process reduces guest anxiety, minimizes arrival-day questions and complaints, and decreases the operational burden on the property manager. This initial interaction directly impacts guest satisfaction, which can lead to better reviews and encourage repeat bookings.
Operator use case
Operators use check-in instructions to standardize the arrival process across their portfolio, ensuring consistency and efficiency. They prepare detailed, property-specific information that includes the address, parking details, lockbox or smart lock codes, and Wi-Fi login credentials. This information is typically scheduled to be sent to guests automatically 24-48 hours before their arrival to ensure they have it when needed without the operator having to send it manually for every booking.
Industry insight
A common mistake is sending instructions too early, causing them to be lost in a guest's inbox, or too late, creating arrival-day stress. The industry benchmark is to send detailed access instructions 24 to 48 hours prior to check-in. Another misconception is that automation feels impersonal; however, well-crafted, automated messages can actually enhance the guest experience by providing timely and accurate information whenever the guest needs it. Strategically, operators are moving away from in-person key handovers to self-check-in processes, which are preferred by a majority of guests (67%) and allow for greater flexibility with arrival times and last-minute bookings. This shift requires clear, detailed, and often visual (photos or videos) instructions to be successful.
Tech & tools relevance
Property Management Systems (PMS) are central to managing check-in instructions, allowing operators to create templates and automate the delivery of messages via email, SMS, or OTA messaging platforms. These systems often integrate with smart lock technology to automatically generate and send unique access codes for each guest's stay, enhancing security. Digital guidebooks are also a key tool, providing a centralized place for guests to find check-in details, property information, and local recommendations.
How Hostfully helps
Hostfully supports the check-in process through its automated messaging and digital guidebook features. Operators can use the platform to create and schedule messages with check-in instructions to be sent to guests at specific times before their stay. The digital guidebooks allow for the inclusion of detailed, multimedia instructions, such as photos and videos, for property access and can be easily accessed by guests on their mobile devices. Hostfully also integrates with various smart lock providers, enabling a streamlined and automated self-check-in experience.