Good practices when guests arrive and when they leave?

[Hal3292]

How do you handle initial and final contact with guests? Our ABB is in the house next door to us, and our check-in instructions make it clear that we're close by. However, especially given Covid, some guests value the keycode process that enables check-in without interaction. I'm wondering if some sort of in-person greeting makes sense, though. Would people feel more welcome and better about their stay if they actually meet the hosts upon arriving or shortly thereafter? Or do most people prefer privacy? (According to our millennial daughter, most people prefer privacy. But I'm not so sure.) Generally we have not made it a point to be on hand unless a guest is having a hard time finding the place. Then, on the final day, some people let us know when they're leaving, while others say nothing. This can be an inconvenience if we want to get in as early as possible to do cleanup. Our checkout time is 11 a.m., but sometimes people leave much earlier.  I haven't come up with a polite way to ask about departure time, though sometimes I send a message letting them know not to worry about laundering the bath and kitchen towels, etc. That sometimes prompts a reply. After hosting for the past two-plus years, I find that some guests share lots of info but others don't, and some want to meet us while others want to be left totally alone -- but it's hard to know which category someone is going to fall into! Thoughts? 

[Kitty-and-Creek0]

@Hal3292 

You are next door, so it is not much different from our situation, where guests stay in a rather private wing of our house. We meet them in person, give a tour of the suite, including anything that may puzzle anyone new to the space. We answer any questions, and then skeedaddle. When people leave, we thank them, and  one of us makes a quick pass through the space to make sure they've not left anything behind. It happens a lot. Everything from cell phones to jewelry and a closet filled with clothes has been left behind. 

We are clear that we want them to let us know if they need anything, after they open all the cupboards and check for things. We make it clear that we will not bother them in any way, unless they ask us, or invite us to join them for an activity. We also are clear in our pre arrival communications who we are and what they can expect, in addition to learning their goals for the stay and how we can assist in making those happen. It works perfectly for us.

[Gillian166]

@Hal3292  We are also "next door" but we have cameras so I can see when people leave. I send a check out msg at 7am, reminding guests it's check out day: .... they don't have to do anything special and please remember to double check for lost property, did you break anything? anything missing? thanks for staying....  I find this works well to prompt guests to respond, and i'd guess 80% do respond to this message in one way or another. It also gives me a good idea if they are going to leave a good review when they say 'thanks we had a wonderful stay!'. 

And as a GenX I will concur with your millenial daughter, I also want to be left alone and do self-check in. If i need you it's nice to know how to get in touch, that's all i'd need to know. 🙂 

I also do a message on check in day at 2pm, really just an excuse to say hi (in the msg box, not in person) and tell them some pertinent info (pool towels are in the pool area and other things that are written in the guest manual but nobody reads), this gives the guest a chance to mention anything that might be amiss. 

These messages are all scheduled so once you write them, apart from some seasonal changes, it's not extra work for us. I try to keep them short because I don't want to be badgering people on holiday with an essay. 

[Hal3292]

I like the things you put in your check-out message -- thank you

[Sudsrung0]

@Hal3292 

We have never done self check in, we always meet and greet our guest and we make it clear in our description, Guest here can arrive at all times of the day or night as most are tourist and fly in from all destinations, Most guest like it and do comment how helpful we were,

The airport is 50km away from us we offer a luxury minivan service to collect them from the airport and the driver knows exactly where we are located so they come out of the airport and our driver is there waiting for them, The guest love it.

We also are only 5 minutes away from our properties we are always available should they need us,

We try to give them as much information as we can if it's their first time here, Language can be a problem here, lack of English.

We also go and check them out and say goodbye and thanks, and make sure they dont forget anything recently we have had a few guest forget things. 

Make sure they have turned off the A/C, 

[Lorna170]

@Hal3292   We offer contactless check in to our guests.  The cabin is on an adjacent property and other than us driving by on the shared driveway, our guests have total privacy.  We have found that our guests typically do not want to interact, so other than a brief 5 minute visit the day after their arrival where we check that they have found everything and have no questions, we leave the guests alone.  

Our conversations generally reference the guidebook on the credenza that has instructions on amenity use, suggestions on places to eat, good hiking locations and the nearby park where they can walk their dogs.  We have had guests tell us that the book has been helpful.

We have a picture frame posted in the kitchen with the checkout instructions and our contact number.  90% of our guests follow those instructions and we get text messages from guests upon departure telling us that they have left and that they have enjoyed their stay.

[Amanda660]

We live right across the road and I generally try and nip over when I see folks arriving and give them a quick whistle stop tour.  

We have a lockbox and I’ve sensed  a big shift over the last year  - I’m definitely getting the vibe that folks can’t be assed with a Meet ‘n’ Greet and are much happier with no contact scenario.

[Emilia42]

@Hal3292 I am also "next door." Typically, I let the guest lead and like your daughter, I find that guests like privacy but are reassured to know the host is available if needed. When the space is all ready on check-in day, I send the guest a message letting them know that everything is ready for them and that I am close by and available to help if they have any trouble checking in. Some respond, some don't. But I feel my job is done. Around check-out time, I send a message thanking them and wishing them a safe trip onward. I can usually tell when they are gone by whether or not their car is still parked out front. Some respond, some don't. But I like to close the conversation with goodbye & gratitude.

On the eve of check-out, you could send a message with something like: "We have enjoyed hosting you and we thank you for staying! As a reminder, check-out is by 11 am tomorrow morning. If you would kindly send us a quick message when you have departed, that would be much appreciated. Have a safe trip onward and take care!"

[Hal3292]

@Emilia42Thank you for the suggested language -- I've adapted it to make a check-out message!