[GUIDE] A Clear & Simple Checkout Process

[GUIDE] A Clear & Simple Checkout Process

Communicating clear and easy-to-use check-out instructions is key for both Guests and Hosts alike. Guests like to know what to expect when booking your property and Hosts appreciate when the check-out process is completed smoothly.

 

Checkout this Airbnb article to understand a Clear & Simple Check-Out process : 

https://www.airbnb.com/resources/hosting-homes/a/a-clear-and-simple-checkout-584

 

Ensuring a Smooth Check-Out : 

Every property is different, but there are standard tasks that most Hosts request and Guests expect. Keep your check-out process and guest tasks as simple as possible. There are multiple ways to communicate your check-out process including on the listing itself, in a scheduled check-out message and signage inside the listing. Using all these methods ensures Guests clearly understand your check-out process and contributes to a smooth check-out process.

 

Some Standard Check-Out Tasks Include:

  • Gather Used Towels
  • Turn Things Off
  • Lock the door
  • Return Keys

Add Check-Out Instructions to Your Listing : 
Set clear Guest expectations by adding check-out instructions to your listing. Add additional requests as needed such as“turn BBQ propane off at tank”,“ensure hot tub cover closed”, etc. Guests can see your check-out tasks prior to booking. Remember, the simpler the better. Don’t be vague and say“see House manual”in this section, or add additional check-out tasks elsewhere that are not disclosed in this section. Airbnb sends automatic reminders to Guests if you complete this section in the listing.  

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 Scheduled Check-Out Message : 

Not all guests have the App on their phone, or have push notifications turned on. For this reason, most Hosts also send a scheduled check-out message to Guests. Some send it the day prior and others (who have one night stays) send it the morning of checkout (2-3 hours prior to check-out time). The check-out message should include the same tasks as disclosed on your listing. You can emphasize why a timely checkout is necessary by adding wording such as “Thank you for staying with us! Checkout time is 11am and our cleaners will arrive shortly after to prepare for incoming guests.”

 

Add Check-Out Instructions Inside Property : 

Many Hosts also post their check-out time and instructions inside the property. A simple, one-page document in a frame on the wall, or laminated sheet is sufficient. You can also include it in your paper Host Guidebook, but many guests won’t look at your Guidebook (that you spent hours creating 😊).

 

Add Critical Check-Out Tasks to House Rules : 

Some properties have critical safety tasks that must occur at check-out. You may wish to add these to your Additional House Rules.

 

Guest Review : 

If a Guest fails to follow your check-out tasks, you can mention this in your Guest review. Simply state what tasks they failed to complete and/or lower the rating for that category if need be. If they did other things well, be sure to mention that also.

 

We hope this guide helps you in creating your check-out procedures and contributes to a smooth check-out process for both you and your Guests!

2 Replies 2
John2406
Level 10
Swansea, United Kingdom

@Joan2709 

Mmm, I can see that this topic was raised in December 2023, but must admit that I was surprised that no-one had commented on anything mentioned, although from my own perspective I can see several major no-no's in the checkout list, one of which is glaringly destructive (imho) to both Hosts and the world alike!

 

For a start however, let's just say that what is relevant to Airbnb Hosts in say "Antarctica" (don't know whether there are any AnBs there, but it's as cold a place as any to begin with, plus it also begins with an "A", so that'll do) isn't the same as what is relevant on the edge of Mount Vesuvius (again, if anyone's survived long enough to build an AnB there?!)

 

Assuming that there were places to stay in both places (humour me, please) then it is normal for guests to want to leave where they've been staying, as quickly as possible, and it is rare for guests to "in the few minutes left to them" to have suddenly realised that there are rules to follow, let alone that they have to do everything on the list IN those few minutes. It should also be noted from more and more comments on Airbnb, as well as on forums on social media, that the number of guests who read Rules & Regulations, Terms & Conditions, Please will (or don't) you do this or that before....etc etc, is decreasing almost by the hour - and that would appear to be something that has been worsening the last few years.

 

The thing is, that every Country, every Airbnb property, every person, is different, and whilst we can (and hopefully do) set "Guidelines" for "our" Guests to follow, and although some may well read them,  to expect everyone to do so, and also to understand everything - particularly when those who have booked may well have never seen the interior of any if our properties, is a big imposition on each and every Guest.

 

There are, therefore (imho) considerations we each have to  seriously have to think about before committing our "demands" on our Guests and their families, partners, friends etc - and we also have to bear in mind that some of those who stay,bare children as well, so are they all to read, understand, and comply, as well? or do we expect their parents/guardians etc to read out the T&C's etc to them, and ensure they too will understand and comply?

 

No, I hardly think so, but therein lies the conundrum, and it's nothing whatsoever to do with what you have written, or what you want, or would like others to do, or not, but it all  comes back to what people in general are prepared to do, and in reality, what each is prepared to accept will apply to them.

 

Somehow or other the whole world has gone mad with Terms & Conditions!

Once upon a time they might have been a lot shorter, more understandable, and might have been far easier to agree to, but nowadays they run to pages and pages of legalise, none of which means much to the many, so what does the majority do if they're wanting to obtain more information about an item? Why, they will just agree to the T&C's or to the use of Cookies etc, as that's the easiest thing to do.

 

Unfortunately, the same or similar attitude is taken about our wants, desires, conditions, etc, whilst Guests are in our property (ies).

 

What we ideally would like to happen, is that everyone (including the dogs?!) would read and understand what is being asked of them.

 

Perhaps in that case there should be a point by point, and succinct list, with no more than, say, 10 items on the list, and that Guests should have to sign to say that they had read, had understood what was being asked of them, and that if they failed in any of the listed requirements, then they would have defaulted on the bond they had paid (yeah, ok, I hadn't mentioned that, but I hadn't wanted to be too controversial too soon!)

 

The thing is, that as Hosts, we are all expected to provide accommodation to a certain standard, and furthermore, when the next Guests arrive, we are expected to have had our properties cleaned to the same standard for each and every next Guest, and within a short period of time.

 

Although I know that many Guests would like to obtain access to properties much earlier than the "fixed" arrival time, in the same way that many would like to leave later than the "fixed" departure time, such isn't always possible, due to size of properties, availability of Cleaners, that everything is running smoothly - some even turn up a lot earlier than the time they've been advised would be the arrival time, when floors haven't had enough time to dry, or when the Cleaners' are still cleaning, and even though Guests have been advised of such, they still do try to gain access!

 

Somehow, Airbnb has to take a certain amount of responsibility for not only arrival and departure times, but also for helping to make some Guests be disgruntled with what Hosts - many of whom are the owners of the properties - have as T&C's, Rules& Regulations, etc, and part of that is because for all intent and purposes, Airbnb is the contact point for everything, so it's the Hosts who get it in the neck. (This isn't a diatribe about or against Airbnb, as I fully appreciate all that they do for Hosts, but it is true that whenever there's something to resolve, it's Airbnb who Guests turn to, rather than Hosts, and yet in the same way that Airbnb Customer Services know nothing whatsoever about how each of our properties "tick", Guests are sold the premise that Airbnb will resolve all of their issues. Well, for those Hosts who live on the premises, or who live not far away (eg within 30minutes) those Hosts should always be Guests' first port of call, as in those instances, they're better situated to resolve any problems (well, being in that position, I've always been able to attend our property at any time of day or might, and often have done so.

 

So we come back to the topic, and the list of items expected to be undertaken within "minutes", and besides it not being physically possible to do all of that is a few minutes, we also have to consider that in these dire times, no-one has "trash", and whilst I acknowledge that rubbish has different words for it in different Countries, there has to be greater responsibility on the part of what is required of Guests to do, in order for this world having any chance of surviving after 2050 (my own opinion, as is that we already reached the point of no return in 1960, but that's another story!)

 

What is required in reality is a short list of must do's for both Hosts and Guests, and for a "Charter" or agreement on all parties concerned, that those do's and don'ts are complied with to the letter, and if either side breaks the "contract" that penalties will apply.

 

Until Airbnb, together with Hosts and Guests get together,vandvall sing the same song from the same song-sheet, the problems that ARE there, are going to continue, and more Hosts and Guests are going to get disallisioned.

 

It's always great to have new ideas for the worldwide business that is Airbnb, but sometimes we all have to look at the basics, and resolve them before anything else.

 

Here's hoping!

@John2406 

 

Agree...a short list of check-out tasks is best (as evidenced by the short list of check-out tasks on your listing).  Having check-out tasks shown on the listing prior to booking helps guests decide if the Host's tasks are not acceptable. This enables the guest to simply move on to another listing if they feel the few tasks mentioned are unacceptable.