Check-in is the single highest-stakes moment in any guest's stay. They've just arrived, they're tired, they're carrying luggage, and they need to get inside. If something is confusing or unclear at this moment, you'll know about it — immediately, usually by phone.
Good check-in instructions prevent this. Here's how to write them so guests actually follow them.
What Makes Check-In Instructions Fail
Most hosts write check-in instructions once, tuck them into a welcome message or PDF, and consider it done. The problem is how guests receive and use that information:
- They're sent too far in advance. An email sent the day after booking will be forgotten by check-in day.
- They're buried in a wall of text. Guests skim. If the entry code is in paragraph four of a six-paragraph email, half your guests won't find it.
- They're only available in one format. A screenshot buried in a messaging thread is hard to reference while standing outside with luggage.
- They assume knowledge guests don't have. "Turn left at the blue door" means nothing to someone who's never been to your street.
The Check-In Instructions Template
Arrival time Check-in is from [TIME]. If you're arriving early or late, please let me know — I'll do my best to accommodate.
Getting here [Address] — [Google Maps / Apple Maps link if possible] [Parking: where to park, any restrictions, cost] [Public transport: nearest stop and walking directions if relevant]
Entry [Describe exactly: door code, key safe location + code, smart lock, key pickup] Example: "The key safe is on the right side of the front door, at knee height, behind the drainpipe. Code: 4821. Turn the key twice to the left."
Inside the property
- WiFi: [network name] / [password]
- [Heating: how to turn on/adjust]
- [Parking pass / resident permit: where to find it]
- Your full guide with everything you need is here: [link]
My contact [Phone number] — best reached by [call / text / WhatsApp]
When to Send Them
The sweet spot is 24–48 hours before check-in. Early enough that guests can read and prepare; late enough that it's fresh in their mind when they arrive.
Send a brief reminder the morning of check-in with just the essential: entry code and your number. One short message, easy to scroll back to while standing at the door.
The Format Problem
Even perfectly written instructions fail if they're in a format guests can't easily access. A message in an Airbnb thread requires guests to open the app, navigate to the conversation, and scroll. At the door, with luggage, in the rain — this is more friction than it sounds.
The best format is a link guests can tap from any screen, instantly, that loads on their phone without login or download. The entry instructions, WiFi, house rules, and local tips all in one place — the same page, always up to date.
Hellostr gives every property a dedicated check-in section guests can tap open the moment they arrive. No app, no login, no searching through emails. Just the information they need, exactly when they need it.
Try it free for 14 days — setup takes under five minutes.