Do you check in or check out? or both? what is your protocol?

Question

Hello

I think that both procedures are of great importance since they allow to define the relationship with the guest and to evaluate their stay. How do you do it? I hear recommendations to do it in airbnb properties.

Andrew Steffens · Answer

HI Estrella do you mean meet the guests for check in or check out?

We have check in procedure and a check out procedure that our reservationists send out to each guest prior to each event.  We are 100% remote.  I do think some people appreciate human interaction but from a logistics standpoint is does not make sense most of the time.  Also even companies like Hilton are now doing 100% remote check in.  Last month I selected my room, checked in, and checked out from a Hilton all from my Hilton App.  It is the way the world is going.

Mindy Nicol · Answer

Hi Estrella,

I send a welcome email 2 days before the stay.  On the day of arrival I send another message with the door code and other info.  I usually don't meet the guests as I have keypads on my rentals so there is no key.  I find these days people want their privacy and don't want to chat when arriving or departing.  On the day of departure they get a check out message in the morning to let them know what to do.  I occasionally meet the guests but for the most part they seem to prefer less physical presence of the host, and use the messaging in the apps to communicate.

Mindy

Estrella Carolina Mckinney · Answer

That's right, and we must adapt to automation, but what it brings with it is agility of work and time, thank you for your contribution.

JD Martin · Answer

We are 100% remote though I have a local PM that can visit the house if necessary. All check-in and out is done with the guest by text through their cell phone, or we will use Messenger or WhatsApp sometimes for foreign guests who don't have good cell phone availability without paying outrageous charges.

Michael Baum · Answer

Hey @Estrella Carolina Mckinney, so we are also 100% remote.

We send a welcome text direct to the guest with all the info. I find it important that the guests have a direct line to me in case of anything.

I then send a check out email the day before with what I would like them to do. It isn't a very long list. Gather the trash and put in the cans outside, load and run the dishwasher, gather the towels and put them in the tub, that sort of thing.

That is about it. So far it works just fine and every guest has been happy!

Do you check in or check out? or both? what is your protocol?

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