Guests keeping asking where to find Self-Check-In Instructions.

[Nicholas828]

Recently guests having been asking us where to find items in the app, primarily Self-Check-In Instructions. Other guests are confusing Check-In Method with Self-Check-In Instructions and ignoring the check-in process all together.

THIS IS MY WORK AROUND

Under "check-in Method" I selected "OTHER" then I added. "Guests will be using the app integrated Self-Check-In Instructions. CONTACT AIRBNB SUPPORT IF YOU NEED HELP LOCATING THEM."

Even if you have a smart lock, lockbox, etc. if you put the code in "Check-in Method" guests think this is all they need and skip over finding Self-Check-In Instructions. 

As host we shouldn't have to communicate outside the app or give tech support. I do neither. I won't create a PDF of instructions to email etc. I Stick to the app and direct guests to take grievances up with Airbnb. The more guests contact Airbnb saying they can't find Self-Check-In Instructions the faster Airbnb will correct the issue. 

If you get a bad review on Check-in Process and the guests messaged in the App saying they couldn't find instructions and you advised them to contact Airbnb for Tech Support you did the right thing, provided your instructions are filled in... Guests inability to navigate the Airbnb Platform is not something they can take out on you. 

[Helen3]

I am not sure why you suggest guests contact Airbnb for tech support because they are having difficulty understanding your check in instructions. @Nicholas828 

I just put my self check in instructions in twice 1) under self check in 2) under keypad

If my guests can't find them I just post a link showing them where to find them . That doesn't necessitate communicating outside the app.

of course you should provide your guests with support if they are having an issue finding your self check in instructions- it's part of what being a host is all about - making a guests stay a positive, trouble free experience.

to be honest I find your 'rule' that guests shouldn't contact you at all pretty sad  - we are in the hospitality industry .

[Nicholas828]

I didn't state they can't understand my self-check-in instructions. They can't figure out how to use the Airbnb App. 

I also never said that guests shouldn't contact me " at all ". 

You do you Helen. I won't teach guests how to navigate the Airbnb platform.

[Nicholas828]

Based on the two comments using words like "sad" / "punish" lol I will correct these two hosts. Airbnb is filed as a Lodging Company not hospitality. Hospitality is unique to ones business model and is not a streamlined concept between any business let alone Airbnb Hosts. 

As hosts we have a high rating because our business model caters to 1-Night Stays with a 12:00pm check-in, at one of the most affordable price points for our location. That's our Lodging Business Model. 

What we offer as "Hospitable" is Privacy, Privacy, Privacy, Early Check-in, No Host Interactions, Custom Toiletry Bag, Custom Key Chain, Local Mint Tea, Prepaid Local Postcard, Custom Welcome Card, Breakfast Bar, Each Guests Selects a Crystal, and we light up in huge outdoor letters all our guests names (which they love). OUR VERSION of "hospitality" attracts 100% booking Occupancy with 5 Star Ratings. 

What my lodging BUSINESS does not offer is Tech Support. Our guests love us and we have an above average return guests rate, mostly of business travelers, who want privacy and are using Airbnb for its well designed App and technology. 

ALL hosts can run the Lodging Business as they see fit and offer "Hospitality" in the way that works for them. Some hosts consider chatting with guests "hospitable" that would be my/ many others guests worst nightmare. Some hosts offer rooms in shared spaces also not my idea of hospitality... So it's simple, guests who don't like these versions of Hospitality don't book, it's not sad.

My post is for host who are unavailable to respond to guests Tech Support needs. No one is being punished and we are not "sad". Most likely we have full time jobs and limited availability to respond... Don't assume we as Hosts are all collectively offering the same version of "Hospitality" via our Lodging Businesses. 

The guests that would find our lack of Tech Support "Sad" or punishment wouldn't book with us and we wouldn't want them to. I would never book a room in someones house because that is not the business model that attracts me.  

You are not supposed to judge how others hosts in this platform. Your lodging business model is very unattractive to me but I am glad it works for you and there is nothing "sad" about it. 

[Kia272]

@Nicholas828  I send a check-in message 4 days prior to their arrival with check-in instructions. It's a saved message, so I only have to personalize the greeting name and access code. It takes about 1 minute or less. It could be completely automated by using smart codes and auto-messaging, but it's honestly so easy that I just do it this way. 

I also want to know when they are planning to arrive, so it's a good opportunity to ask. This is all done within the app. No external messaging or contact is necessary. 

I have no idea what AirBnB sends, but I want my guests to have an easy check-in, so I do this. 

I'm not sure why you would want to punish guests for a shortcoming on the AirBnB tech side. 

The only thing you'll end up with is poor ratings for check-in. 

[Nicholas828]

We have 5stars across the board. 4.98 total. 

[Nicholas828]

Punish? Directing people to the right department for Tech Support hardly is punishment. If a guests views it as such they must have lived a charmed life. 

[Helen3]

It's as easy for you to link your guests to your self check in instructions as it is for tell them to contact Airbnb @Nicholas828 

it's so passive aggressive and unnecessary to do this when you could easily help your guests 

you do you but don't be surprised if in the longer term it affects your ratings . 

[Nicholas828]

Helen you are all over the community thread spreading false information. You tell hosts that they should break federal laws in some of your comments. 

Make informed comments please and stay off my threads. 

You literally told a host to kick out a guests even if it's a service dog, violating ADA. You told another host on a separate thread to cancel a reservation on a guest because she wasn't 25years old, this advise violates the Unruh Act. 

You are so poorly informed in your comments it's astounding. 

[Nicholas828]

Are you bothered that I have a higher rating and host more people than you? Something has you worked up calling me sad and passive aggressive... Don't you have some guests to chat up?