The first and last moments of a guest’s stay create lasting impressions. A frustrating check-in colors their entire experience. A confusing check-out leaves a bad taste as they write their review.
This guide covers how to create check-in and check-out processes that delight guests while keeping your operations efficient.
Why Check-In/Out Matters
First Impressions Are Powerful
Guests arrive tired from travel, excited for their trip, and often anxious about whether they’ve made the right choice. Their first 15 minutes at your property set the emotional tone for their stay.
Smooth check-in creates:
- Relief and relaxation
- Confidence in their choice
- Positive initial impression
- Willingness to overlook minor issues later
Frustrating check-in creates:
- Anxiety and frustration
- Doubt about the property
- Heightened sensitivity to flaws
- Review-damaging first impression
Last Impressions Linger
Check-out is when guests form their final opinion—the one they’ll carry into their review.
Clean, easy check-out:
- Ends the stay on a high note
- Shows you respect their time
- Leaves them feeling good about the experience
- Encourages positive review and return visit
Complicated check-out:
- Creates unnecessary stress
- Ends the stay with frustration
- May prompt mention in reviews
- Discourages rebooking
Check-In Options
Self Check-In (Recommended)
Most guests prefer self check-in. It offers flexibility and independence.
How it works:
- Guest receives access instructions in advance
- Smart lock or lockbox provides entry
- Guest enters on their own schedule
- No coordination required
Benefits:
- Flexibility for guest arrival time
- No waiting on either side
- Works for late arrivals
- Scales easily
- Guests appreciate independence
Requirements:
- Reliable access system
- Clear, foolproof instructions
- Backup access method
- Responsive support if issues arise
In-Person Check-In
Some properties or markets benefit from personal greetings.
When in-person works:
- Luxury or high-touch properties
- Complex properties requiring orientation
- Properties where personal touch is the brand
- Guests who specifically request it
Challenges:
- Scheduling coordination
- Late arrivals become problematic
- Host availability limitations
- Doesn’t scale well
Hybrid option:
- Offer self check-in as default
- Personal greeting available upon request
- Brief property orientation if desired
Key Exchange Services
For properties without smart locks:
- Lockboxes at the property
- Key exchange services (KeyCafe, etc.)
- Local key holder
- Property manager handoff
These add complexity—smart locks are almost always better.
Designing Your Check-In Process
Before Arrival
Great check-in starts before guests arrive.
One week out:
- Send detailed check-in instructions
- Confirm arrival timing
- Share address and directions
- Provide access codes
- Set expectations for arrival
Day before:
- Confirm property is ready
- Reconfirm any specific timing
- Check that access system works
- Address any questions
Day of:
- Morning message confirming readiness
- Reminder of access information
- Offer assistance if needed
- Express anticipation
The Arrival Experience
What guests encounter on arrival:
Exterior:
- Clear address signage
- Well-lit entry (especially for evening arrivals)
- Obvious entrance
- Clear path to door
Access:
- Simple, clear instructions
- Working access system
- Backup method if needed
- Quick response if issues
First steps inside:
- Clean, welcoming space
- Appropriate lighting
- Comfortable temperature
- No unpleasant surprises
Orientation:
- WiFi information immediately visible
- Quick reference for essentials
- Welcome book or guide accessible
- Any urgent need-to-knows obvious
Check-In Instructions Template
Clear instructions prevent problems:
Address: [Full street address] [Any clarifying directions—“corner lot,” “blue door,” etc.]
Parking: [Where to park and any restrictions]
Entry: [Step-by-step access instructions with photos]
- [First step]
- [Second step]
- [etc.]
Once inside:
- WiFi: [Network] / Password: [Password]
- Thermostat is located [where]
- [Any immediate need-to-know items]
If you have any issues: Call/text me at [number]
Include:
- Photos of the entrance, lockbox/keypad, parking
- Map screenshot if location is tricky
- Video walkthrough link if helpful
Designing Your Check-Out Process
Keep It Simple
The best check-out processes ask guests to do very little.
Minimal approach (recommended):
- Lock the door when you leave
- That’s it
Professional cleaning should handle everything else. Don’t ask guests to do your cleaning team’s job.
Reasonable requests:
- Start dishwasher if used dishes
- Throw away perishable food
- Take out trash if convenient
- Leave keys in designated spot
- Report any issues
Unreasonable requests:
- Strip all beds
- Start laundry
- Deep clean kitchen
- Multiple checklist items
- Extensive chores
Guests didn’t book a vacation to do housework.
Check-Out Communication
Day before check-out:
Hi [Name],
Hope you’ve had a wonderful stay! Just a quick reminder that check-out is by [time] tomorrow.
All you need to do:
- [Simple instruction 1]
- [Simple instruction 2]
We handle everything else. Safe travels!
Morning of (optional):
Brief wish for safe travels, no additional asks.
Flexible Check-Out
When possible, offer flexibility:
Late check-out:
- If no same-day arrival, offer free late checkout
- Creates goodwill and positive impression
- Easy to provide, high value to guests
Early check-out:
- Some guests leave early
- Offer to refund early checkout (builds loyalty)
- Or simply be gracious about it
Common Problems and Solutions
Guest Can’t Get In
Prevention:
- Test access system before every arrival
- Clear, photo-supported instructions
- Backup access method ready
- Be available by phone
When it happens:
- Respond immediately
- Walk through instructions by phone
- If system failure, dispatch help or provide backup
- Apologize and make it right
Guest Arrives Early
Prevention:
- Clear check-in time communication
- Explain why (cleaning, preparation)
- Offer luggage storage suggestions
When it happens:
- If ready, invite them in
- If not, provide timeline and alternatives
- Don’t rush cleaning to accommodate
- Be gracious but clear
Guest Wants Late Check-Out
Prevention:
- State check-out time clearly
- Explain you need time to prepare for next guest
When possible:
- Offer it (great for reviews)
- Specify the latest time possible
When not possible:
- Apologize and explain
- Offer alternatives (luggage storage, late activities)
- Be firm but kind
Guest Leaves Early/Late
Early departure:
- Thank them, wish safe travels
- Potentially start turnover early
- Good opportunity for extra cleaning time
Late departure:
- Gentle reminder of check-out time
- If very late, contact to check on them
- Address cleaning schedule impact
- Avoid charging unless egregious
Access System Fails
Prevention:
- Regular battery replacement (smart locks)
- Backup access method
- Test before every guest
- Monitor for low battery alerts
When it happens:
- Have backup plan ready
- Respond immediately
- Dispatch help if needed
- Document for prevention
Technology for Check-In/Out
Smart Locks
The most important technology investment.
Features to prioritize:
- Remote code management
- Auto-lock capability
- Activity logs
- Low battery alerts
- Platform integration
Top considerations:
- Reliability over features
- Easy guest use
- Battery life
- Weather resistance
Guest Communication Tools
Automate the process:
- Scheduled messages for check-in info
- Automated reminders
- Templates for common situations
- Quick response capability
Monitoring
Know what’s happening:
- Entry notifications
- Occupancy awareness
- Temperature monitoring
- Noise detection
Measuring Check-In/Out Success
What to Track
Metrics:
- Check-in related messages (should decrease over time)
- Check-in problem frequency
- Review mentions of check-in/out
- Guest feedback about arrival experience
Improvement signals:
- Fewer questions about access
- No check-in complaints in reviews
- Positive mentions of easy arrival
- Smooth turnovers
Continuous Improvement
Refine based on feedback:
- Note every check-in issue
- Track patterns in questions
- Update instructions when needed
- Test your process yourself
Seamless check-in and check-out require attention to detail. Learn how our management approach creates smooth experiences from arrival to departure.
