Template
The Perfect Airbnb Check-In Guide Template (Copy & Paste for Any Property)
The check-in process is where most guest problems begin. It's also where first impressions are formed — before the guest ever sees the inside of your property. A clear check-in guide doesn't just prevent messages. It reduces anxiety, builds trust, and sets the tone for a 5-star stay.
Why teams choose SceneHost
- Send the check-in guide 24–48 hours before arrival — not at booking, when details change and guests forget information sent weeks ago.
- Break check-in into 7 sections: Before Arrival, Arrival Day, Parking, Entry Method, First 10 Minutes, Common Issues, Late Arrival, and Contact Info.
- Include photos of the building exterior, exact door, parking area, and lock — visual guidance prevents confusion and messages.
- A 360° tour embedded in the "First 10 Minutes" section is the most valuable use — show guests the space instead of describing it.
1. Before Arrival
Guests start worrying about check-in 24 hours before they arrive. Give them information early and update it as needed.
Template: Send guest name, property name, dates, address (including unit number and floor), check-in time and early check-in policy, entry code or lockbox instructions, WiFi, parking instructions, and your contact info. Ask them to confirm receipt and let you know if arriving late.
Pro tip: Send this 24–48 hours before arrival, not at booking. Details change, and guests forget information sent weeks ago.
2. Arrival Day
Guests are navigating an unfamiliar city, possibly in bad weather or after a delayed flight. The arrival day instructions should assume they're stressed and short on patience.
Template: How to find the property (look for a landmark, specific entrance, GPS note), what to do when you arrive (park, approach the door, enter code, find the unit, drop bags), and specific instructions for Uber/public transit/rental car arrivals.
Pro tip: Include a photo of the building exterior and the exact door. "The red door with the brass knocker" is more useful than any address.
3. Parking
Parking is the #1 source of pre-arrival anxiety for guests with cars. Remove that anxiety entirely.
Template: Parking spot number/location/description, how to find it, permit needed, oversize vehicle policy, street parking overflow info, and towing warnings. Include a photo of the parking area from street view with your spot marked.
Pro tip: If parking is complicated, record a 30-second video of the route from the street to the parking spot. Send it as a link or embed it in your SceneHost guide.
4. Entry Method
Every lock is slightly different. What's obvious to you is not obvious to a tired guest standing in the dark.
Template: Lock type (smart lock, lockbox, keypad, or traditional key). Step-by-step instructions for each type, including backup methods, battery warnings, and how to lock the door behind them.
Pro tip: Include a photo of the lock with the correct buttons or dials circled. Even the "simplest" lock confuses someone at 11 PM in the rain.
5. First 10 Minutes
The first 10 minutes determine whether the guest feels at home or starts compiling a complaint list. Guide them through the essentials so they don't have to hunt.
Template: When you walk in — lights switch location, WiFi connection, thermostat setting, bathroom towels and toilet paper location, bedroom linens and extra blankets, kitchen coffee/tea/snacks, and the welcome book location. Include a link to your SceneHost 360° guide for a quick virtual walkthrough.
Pro tip: This is the section where a 360° tour is most valuable. Instead of describing where the thermostat is, show them.
6. Common Issues
Most "emergencies" aren't emergencies. They're minor issues with simple fixes. Give guests the fix before they message you.
Template: WiFi slow (unplug router, wait 2 minutes, try guest network), hot water not working (check switch, wait 15 minutes), TV won't turn on (check power strip, find remote), keypad won't open (press firmly, backup method), neighbor's dog barking (white noise machines provided).
Pro tip: For each issue, include a photo of the relevant switch, breaker, or device. "The switch with the red tape" is clearer than "the water heater switch."
7. Late Arrival
Late arrivals are common and stressful. Guests worry about waking you up, finding the lock in the dark, or getting towed. Remove every uncertainty.
Template: The entry process is exactly the same. The keypad is lit. The exterior lights are motion-activated. Parking is [location]. Neighbors are quiet after [time]. If you can't get in, call me. The WiFi password is on the fridge.
Pro tip: If you know a guest is arriving late, send a follow-up text at 8 PM with just the essential info: address, code, and your phone number.
8. Contact Info
Guests need to know who to call and how fast you'll respond. This builds trust before they ever need it.
Template: Host/property manager name, phone (text preferred, calls for urgent issues), response time expectations, email for non-urgent questions, SceneHost guide link for self-service, emergency 911, urgent care, and building maintenance.
Pro tip: Set expectations honestly. If you don't answer after 10 PM, say so — and give them the self-service resources to solve their own problem.
Frequently Asked Questions
When should I send the check-in guide?
24–48 hours before arrival. Send it too early and guests forget. Send it too late and they're already stressed.
Should I send it by email, text, or Airbnb message?
All three if possible. Airbnb message is required. Text is best for day-of updates. Email is best for attachments like photos and maps.
What if my property is hard to find?
Include a photo of the building from the street, a screenshot of the map pin, and a 30-second video of the final approach. If Uber drivers consistently get lost, mention the specific intersection to tell them.
Should I include a 360° tour in the check-in guide?
Yes. If you have a SceneHost tour, include the link in the 'First 10 Minutes' section. Guests who take the tour before arrival have fewer questions and higher satisfaction scores.
What if the guest doesn't read the guide?
Most guests skim. That's why visual placement matters. Put the WiFi QR code on the fridge. Put the checkout checklist on the bedroom door. The guide is the backup, not the primary channel.
Publish a measurable 3D tour from your next property capture.
Start with a phone walkthrough, image set, or raw splat file. SceneHost handles hosted tour pages, lightweight embeds, analytics, lead capture, and the public URLs your marketing stack needs.
Build a Property Guide