Guests say they didn't receive check-in instructions, how can I know if its a bug or not?

[Thdhdg0]

I have guests who asked me questions that were already in my check-in instructions 1 - 888 , including photos attached to my instructions. I politely responded to their question but then I mentioned, "sorry about that, it should have been included in my check-in

[Elisa]

Hi @Thdhdg0 😊, 

Thank you so much for asking this question here!

Have you tried reaching out to Customer Support?

Would you like their contact details?

Don’t hesitate to let me know how it goes!

Warm regards🌻,

[Chippy3 · Accepted solution]

Hi @Thdhdg0 clear and complete check-in instructions are avaliable for the guest via the “Info for guests” section in your listing, but you need to add this check in info first for your guests to find it.  If you find guests often miss important info, consider sending a gentle reminder with the key check-in details via a message the day before arrival. You can do this by creating scheduled messages in the Airbnb platform.