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.”

[Tonelise0]

 Checking guests in personally solves all problems. 

[Mary191]

That does not give guests the flexibility to check in at their leisure, most people prefer to do self check in. 

[Dixie7]

Hi Tonelise, I like to check guests in myself too. Can't beat the personal touch. It gives both the guest and myself a chance to assess each other and for me to answer any questions they may have. I always send a msg a few days before they are due to arrive, asking them for their ETA. If I know I'll be unavailable at that time, I respond that I'll leave the doors unlocked and they can go in, make themselves comfortable and just msg me a convenient time for me to come and meet them. Works well every time. 

[Frances159]

I can see a simple solution to this problem which sounds stressful. I find tenants really appreciate quick call as soon as they've booked. In your situation I would send the directions then give a quick call asking have they understood them and welcoming them to their future stay at your house this way you will get good ratings and can relax .

[Diana749]

Same problem with 1 in 2 Reservations. People are stupid and not read even the adress

[Patree0]

If airbnb is indeed a home sharing service, why aren't hosts there to greet their guests?  All your devices seem unfriendly to me.  Where is the personal touch?

[JoAnn78]

you assume hosts are home all the time, waiting to greet guests. It's not a hotel

[Anamaria-and-Mike0]

this is great! Whilst I try to meet my guests in person it is not always possible (if I tried to do that it would mean setting check-in time restrictions and I think it is great that technology can enable greater flexibility). I always send a message when I can not be there for the check in but with each conversation being tailored to each individual booking I was always worried I may miss things. It will be useful if hosts could select which bookings they want to use this facility for and which bookings they can meet guests in person.

[Kris76]

I agree that the tech can help a lot, I am so busy these days that I hardly ever have time to meet my guests. I also use an app called GuestHug that helps automate check ins which I also have found helpful

[Allen-Janet0]

The main reason is that many vacation rental owners do not live in the area in which they rent. For instance we live in Michigan, and our rental unit is in Maui. We greet our guests through emails as we cannot fly to Maui every time we rent our condo.

[Flow2]

For me we try to meet them but sometimes they arrive at midnight or early mornings depending on their flights from where they are so I like this option Incase I can’t meet up with them. Especially because I also work full time. This money help supports paying off my student loan which incurred but my grand total was $100,000 plus as the interest is growing while trying to beat cancer 3x. Hope you change your mind about some of us. 💖

[Oad0]

SKnow your guest! Some guests just want to be left alone, with minimal interactions (written instructions will do fine) Some guests wants to talk and meet the local natives (put on your storytelling hat and socialize) We love the 3rd kind, the helpless guest. Doesn’t read. Asks for the code, the WiFi, the remote, you name it (we usually meet or text the helpless directly on their mobile, as long as it takes to settle em down. Different folks - different strokes 

[Maite76]

I agree with you 💯, we love the 3rd kind too, I believe the old fashion way still works, I just hope that some of the host put themselves in their guest shoes, some of them come from other countries and usually had a long trip ,  have limited internet access, I love when they call and tell me I am standing here at the door 🚪  I will got and meet them, and make them feel comfortable.  

[Sandra126]

@Oad0, so you are a host? I see no listing.

[Patti82]

Airbnb has evolved past just being a home sharing service.  Many Airbnb hosts rent their vacation homes and are many miles away when the guests arrive.  We have done this successfully for many years longer than Airbnb has been in existence.  The personal touch is through how guests are treated, whether face to face or from a distance.