Check in instructions

[Lisa10120]

Hello - When should you send the guest checks in instructions? I was told 24 hours in advance but not sure if that is typically what is done son would love to get some info on this. 

[Joan2709]

@Lisa10120 

Generally, for larger properties 24hrs in advance is what many Hosts use as sometimes this information has to be shared with a large group converging from multiple locations. For smaller properties, some Hosts wait until the morning of checkin, but we feel that is a bit too late, as guests might be traveling and have no cell access. 

I think most would say send instructions the day before arrival. 

[Kelly333]

Hello! I'm a huge fan of automated messaging. 

I auto send check in instructions 7 days in advance that includes the following "topics":

1. Pack light (then list ammenities on site so they know what they don't have to pack)
2. Property address and directions if necessary 
3. Parking instructions (for my mountain condo, I include a picture of the building/garage so they know where to park)
4. Lock code (I remind them the code is last 4 of their mobile)

I find that guests are planning and excited to get this info in advance so they know what to pack.  I get a lot of messages about how excited they are for the trip because they are still in the dreaming stage vs the frantic 24 hours before all the things have to be taken care of stage.  

Then, I send a follow up message the evening of their check in to make sure they are happy and settled in (this message is almost more important than the above message because it allows guests to let you know if they see something they don't like or need help with something).  This message allows me to solve any issues so I look like a hero vs. the guest holding on to something they don't like then putting it in a review.  

So far, the above messaging cadence has been super helpful and has generated 5 starts for host communication. 

[Joan2709]

@Kelly333 

Good suggestions and some Hosts vary when they send instructions and valid point about guests being busy 24hours prior.  Depending on the type of lock used, sending a lock code early (lock box combo with key inside) might not be a good idea. If using a smart lock that can schedule when the code is operative, that's not an issue and many Hosts use smart locks.

[Kelly333]

Hey @Joan2709, I do have Schlage Connect smartlocks but am not very "smart" about how I use them.  I manually input the lock code (using the Smartthings app) for each guest (last 4 of their mobile) which means I can send check in instructions 7-8 days in advance because each guest has their own code.  

[Emilie]

Hi @Lisa10120, 

What a bright and gorgeous home you've got! I see it's been recently renovated, have you done it yourself?

Joan and Kelly have given you a few tips on when to send check-in instructions now, and I'd love to know if this has helped you decide how to approach this. If you have more questions, give us a shout as well ☺️

Thanks, 

Emilie

[Greystone0]

HI @Lisa10120 ,

We are a large single family home in a mountain and lake area with lots of private roads, including our road, and GPS hasn't always been spot on. So with that in mind we try to send info multiple ways to make sure we get in front of all the drivers to our property. Here's what we do:

- send our complete Welcome Guide as a link two weeks prior to check in, among other things this guide includes directions, parking instructions, access instructions.

- also two weeks prior, attach a PDF (or PNG in the case of AIRBNB) of a one pager that has just directions, parking instructions, access info with a note "share this with other drivers if needed"

- the day prior to check in guests get access instructions with that same PDF (or PNG in the case of AIRBNB).

We've also completed the sections inside the AIRBNB platform for directions/parking/access so in the cases where guests are really used to this platform the info is there as well.

Good luck!