Tips for better check-ins: Make the most of Airbnb’s check-in guide tool

[Airbnb]

Check-in can be a confusing process for guests, and if things don’t go smoothly, it can cause extra work and worry for hosts, too. There’s a tool on the Airbnb mobile app that can help: check-in guide.

“I use [the check-in guide] to put all my check-in information within the premade fields. It saves me time and allows users to find things quickly,” said Superhosts John and Mary Ann, of Fayetteville, North Carolina.

The check-in guide tool allows you to write step-by-step instructions once, within the Airbnb app, so you won’t need to rewrite or copy and paste instructions from another email when you message future guests. You can even add photos to show landmarks or hard-to-find lockboxes, and to help guide guests who speak other languages. Creating this guide once helps you save time, of course, and also helps prevent miscommunication; you won’t run the risk of accidentally leaving out an important step, as you might in a one-off email to guests.

The tool also handles communication follow up for you: Three days before confirmed guests arrive, we’ll automatically send your check-in guide to their smartphones so that they can pull up the information easily via the app and throughout their trip, even without a local data plan. If guests don’t have the Airbnb app, you can still share your guide: Simply go to “messages,” press the “key” icon, and encourage your guests to save the link. Guests will be able to access your guide three days before they arrive.

Here’s how to make the most of the check-in guide feature and set the stage for a smooth arrival.

5 simple steps to publish a check-in guide:

1. Select your entry method

Grab your smartphone, open the Airbnb app, and go to your listing. Under “Guest resources,” click “Check-in instructions.” Whether you greet your guests in person or choose self check-in, you can still create a check-in guide. The first screen will prompt you to select your entry method: smart lock, keypad code*, lockbox, or doorman.

Some hosts have guests check-in on their own and settle in before greeting them in person. “Nowadays we let the guests do self check-in, which makes them feel more at home,” say hosts Siyana and Khalam, of Imbituba, Brazil. “Then I write or make myself available to better explain the house, appliances, gas, and whatever else is needed.”

*For extra security and peace of mind, remember to change door or lockbox passcodes between guests.

2. Create your check-in instructions

Next, you’ll be asked to edit check-in instructions and write detailed steps to help guests locate and get inside your home.

  

Here are some step-by-step instructions** from hosts:

1. Stay to the left of the driveway.
2. The cottage is at the top of the property. Normally, I keep the lights on for your arrival.
3. The front door needs to be pushed tight for it to close properly.
4. The thermostat for the heater is behind the shutter next to table.
5. There is no password needed for wifi. Feel free to log in.

—Rubén and Dorothy, Vermont, United States

1. Head through the first gate to the back of the cottage.
2. When you go through the second gate, you’ll find a small lock box.
3. The lockbox code is [code].
4. After you grab the key, be sure to close the lockbox and scramble the code.
5. Please don’t forget to return the key to the lockbox when you leave.

—Ben and Angel, Wellington, New Zealand

**Instructions have been edited and adapted for length and clarity.

3. Upload photos
   Give guests a visual guide by clicking on “Add a photo.” You’ll be able to upload pictures of your entry*** or unique features of your home right from your phone’s photo library. Simply select the photo you’d like to feature, and it will be added to your written instructions.

   

These hosts also include street information and links to maps:

I include a photo of the front of the house, and if they are bringing a car I indicate which of the garages they can use. I also let them know that my street has two very specific times for vehicles.—Jessi, Mexico

I [include] a detailed explanation on how to find the [house]boat with a map and photos of the area.—Maeva, Msida, Malta

***Some hosts have told us they feel uncomfortable showing photos of the front of their homes. If you feel the same way, try photographing items close-up. Also, keep in mind that check-in guide photos will not be published to your listing. They will only be shared with confirmed guests three days before they arrive and during their stay.

4. Describe your photos
   Once you’ve selected photos, click “Add Note” to include any details or additional instructions.

Some hosts recommend adding a little humor to get guests’ attention:

“Hi, we are looking forward to having you here in our part of the world. Could you please SMS me your expected arrival time on [phone number] so I can make sure I am not feeding the crocodiles in the lake?” Yes of course it’s outrageous, but it always gets an immediate response. We all have a laugh. I know when they will arrive, and the check-in happens on time and without hassle—or crocodiles!”—Robin, Mount Barker, Australia

5. Preview, then publish
   After you’ve added photos and text, you can review your instructions. Click the more menu “...” to reorder or delete steps, or to see a sample guide. And when you’re confident your instructions can guide a guest inside, press “Publish.”

Once you’ve published your instructions, we’ll automatically share your check-in guide with confirmed guests three days before they arrive. Easy check-ins mean you’ll save time and set the stage for a five-star review.

Just take it from hosts like Stefan, of Wiesendangen, Switzerland: “Our efforts are limited to the absolute necessary. There is no idling or reworking. Nothing is forgotten, and there isn’t the stress of ‘Did I already….? Do you have….?’ Thanks to the [check-in guide], our standard is always the same without any additional effort.”

[Sarah2020]

The only issue I have found is that because you may have a code that is specific to that guest due to lock box or smart locks you are invariably sending out the wrong code to people three days prior, when having a full calendar,  if you update the code once your guests arrive this is the link that the current guests see and if they are using this to remind them of the code then all sorts of confusion breaks out. What are other hosts doing to combat this? Thanks 

[Kris76]

I also use an App called GuestHug to help which allows me to send out personalised information to guests before they arrive

[Diana749]

We have put the instruction for 3months and no one had ever used it. Still getting messages, even if we provide the details amd they have the instructions on the app.

You should inform more the guests how to use it and how to properly read the rezervation details.

[Diana749]

Are guest getting an email before with this or how does it work ?

[Richard65]

self check in is a load of rubbish. ,may as well stay at a hotel.  under no circumstances will we ever have self check in at  our property and staying at a self check in recently was so impersonal , we felt as if we were thieves.  Auto replies are frauht with danger. we trie dit and the guest ended up woth a wrong message re bed layout,  two beds prepared they wanted three singles... I prefer to send a personal message as it is not that hard  and no one is that important they cant spar ethe guests some time. If you have more than two then I believe you go against the basic principles fo air bnb and should register as a business.  More than two and self check in ( the key safes)  is what is creating so much anger in the community and Air bnb need to stop encouraging it.  We are doing more long term now and stepping away from Air Bnb with their emphasise on self check in / Host plus/ Business etc..

[Missy10]

I'm very old-school, living where cell service is sketchy... After booking, I send my guests a message that details where to park, how to get into the house, and requests that they read the "Guest Information Guide" that will be in their room (an actual notebook).  Using this method, we've answered everything from "do you have a wine bottle opener?" to "can we feed the horses?" 

[Tricia95]

I notice that each person who joined this thread has a “Level #” under their name. What does that designate? 

[Dixie7]

I'd like to know too. 

[Dixie7]

I think it's got something to do with the amount of interaction you have on these community threads.

[Donata12]

I have used this tool on one of my properties where i have self check in and it works great! My property is very difficult to find and i was very worried about giving clear instructions. This tool on the app allows to post picture and visual clues with a description and it makes the process really easy!

[Daphne54]

I would like to have control over when a guest receives this detailed information about my home. I currently send this out now through email and I send it the day before they arrive. I have had too many 2-3 day prior cancellations, maybe I am being to concerned but I only want to give this much info about my home to someone who is serious about staying here.

[Emilia42]

Shout out to @Ben, @Rubén, & @Robin for staring in this post!!

[Ruth255]

I like this idea and will definitely give it a try.. Thanks.

[Denise670]

I liked. Thank you so much

[Mercedes244]

I really want to consider this ideas 💡 why no it will make my life easier and more time for my work 

and easy to plan my holidays. Thank you 😊