Check-in Instructions
Check-in instructions tell your guests everything they need to know to arrive at your property and get inside. Clear, detailed instructions reduce confusion, prevent late-night phone calls, and start the guest experience on the right foot.
Adding check-in instructions
- Go to Listings and click on the listing you want to edit.
- Navigate to the Check-in Instructions section.
- Write your instructions in the text field.
- Click Save.
What to include
Good check-in instructions cover everything a guest needs from the moment they leave the airport or highway until they are comfortably inside your property:
Access and entry
- Door code or lock box combination -- If you use a smart lock or key box, include the code.
- Key pickup location -- If you leave keys at a specific spot (e.g., a lockbox on the gate), describe exactly where it is.
- Building access -- For apartments, explain how to enter the building (intercom code, lobby access).
Directions
- How to find the property -- Include directions from the nearest major road, landmark, or transport hub.
- Parking instructions -- Where to park, whether a parking spot is included, and any access codes for garages.
- Floor and unit number -- For apartments or buildings with multiple units.
Practical details
- WiFi network and password -- Guests often want to connect as soon as they arrive.
- How to operate key systems -- If your lock or entry system is unusual, explain it step by step.
- Emergency contact -- A phone number guests can call if they cannot get in.
TIP
Write your instructions as if the guest has never been to your city before. What seems obvious to you may not be obvious to someone arriving at night with heavy luggage. Include photos or a short map if your property is hard to find.
When instructions are sent to guests
Check-in instructions can be sent to guests automatically before their arrival using the Automated Emails module. A common setup is to send them 1-2 days before the check-in date.
You can also include check-in instructions in your Guidebook for easy mobile access.
Digital check-in as an alternative
If you want to collect guest information (passport details, arrival time, number of guests) before they arrive, consider using the Check-in module. The digital check-in form can be sent alongside your check-in instructions, so guests complete their registration before arrival.
WARNING
If your property uses a door code that changes between guests, remember to update the check-in instructions or use template variables in automated emails to insert the correct code automatically.
Related
- Creating a Listing -- Set up a new property listing
- House Rules -- Set expectations for guest behavior
- Automated Emails -- Send check-in instructions automatically
- Check-in -- Collect guest information with digital forms
- Guidebooks -- Create a mobile-friendly guide with access details