How to teach my guest to use check-in guide?

[Joe492]

Last Monday, there is one old guy book my place, he told me he is okay with self check in. I do have a complete self check-in guide, I send all the information to him, including location, address and a check in guide (link), I ask him to to check all the information and I told him please ask if he got any question. 

On his arrival day, he txt me and ask where is the lockbox, I reply him with the link, ask him to click on that link. But he still don’t know how to use it. OMG he never tap on “Start Check In” until I call him...But he still got problem with the guide, he did not scroll down for more message. He only read the first sentence,  so that he felt so confuse and frustrated but finally he found my lockbox.

He still not happy after successful check in, he give me some suggestions for the check in guide, ask me to update the guide.After check out, he still remind me about his suggestions and leave me 3 star with a positive review.

How to avoid this in future? 

[Paul154 · Accepted solution]

@Joe492

For the best guest experience, we must assume the guest is an idiot.

Redundant systems are necessary. In addition to your link, you can also text  your check-in instructions. Also send a picture of the lock-box with the code written on a piece of paper.

Have you tried to use Airbnb's photo editing? It really is handy for accentuate important places on your photos.

In addition to my code lock, I also have a backup key in a lock-box. Even then I once had a

guest waiting in the rain, until I got there. Even though both the  code did work and the key did work!

At first it might seem like over-kill, but even sophisticated guests respond well to over-information. After doing this for a while, you will get an efficient system.

[Katie511]

I’m having this issue as well but seems to be unrelated to user age... have had more than a handful of guests just not click on the “begin checkin” link... maybe it needs to be more obvious? I end up messaging the pictures to them and even then unless the click to view the picture they still are only looking at a cropped shot of the the pictures

[Joe492]

@Katie511 Hi Katie, I have this msg above the start check in button.

Please PRESS the Green Button “Start Check In” below here for your Self Check-In Guide. (TIPS : Slide left ⬅️ for the next step ; Scroll up & down ⬆️⬇️ to read further written instruction below the photo guide) PASSCODE : XXXX