Make check-in and checkout easy

Check-in and checkout are important moments that can make or break a five-star stay. Guests expect to get inside easily, feel welcome, and leave effortlessly.

Guests want to know how to find your place and unlock the front door when they arrive. Look for ways to simplify check-in:

• Use the Arrival guide for important details. In your Listing editor, you can set or adjust your check-in method and time, directions, house manual, wifi password, and more—all in one place. Guests receive this information after they book.

• Show the steps to get inside. Include photos or even a video to help guests check in. For example, you could add a photo of where the latch is on the gate or how to open the lock box. 

• Preview your guide. Tap the View button to see your arrival information exactly as guests do. Ask a friend to test your instructions and make any adjustments needed for a simple check-in.

• Update your space. Try adding lighting, posting signs, or installing a different type of lock—like a smart lock or keypad—to make check-in easier for you and your guests.

Guests may message you with questions about check-in. Respond as quickly as possible, particularly in the 24 hours leading up to their arrival.

How you greet guests and anticipate their needs are hallmarks of great hospitality. Paying attention to even the smallest details can have a big impact on guests.

• Schedule a welcome message. On check-in day, let guests know you’re available if they need anything.

• Practice inclusive hospitality. Remember that guests may not share your beliefs or customs.

• Be accommodating. Express interest in your guests and prioritize their needs while also respecting their privacy.

Rie, a Host Advisory Board member and Superhost in Yomitan, Japan, likes to leave a welcome note with helpful local information. “If they’re a parent who’s told me they’re coming with a young family, I’ll recommend a good store to buy diapers,” she says. “If they have a dog, I suggest where to buy high-quality pet food.”

Think of checkout as your guests’ final experience with your space. You want them to remember the great stay they had.

Use the Arrival guide to provide clear and simple checkout instructions. Consider whether checkout tasks like taking out the trash or gathering used towels is a five-star experience for guests. Making these chores part of your cleaning routine could lead to better reviews.

After each stay, send guests a thank-you message. Invite them to return, and let them know that you value their feedback. Ask what they’d appreciate the next time they visit.

Information contained in this article may have changed since publication.