When to send what
Good instructions arrive before the guest needs them, not while they are standing outside with a suitcase. Four messages cover the whole stay.
| When | What to send |
|---|---|
| At booking | A thank-you and what happens next ("I'll send check-in details on [day]"). |
| 2–3 days before arrival | The full check-in instructions below. |
| Morning of arrival | A short reminder with the time, address, code and WiFi. |
| Evening before check-out | The check-out instructions. |
Check-in instructions templates
Pick the one that matches how guests get in. Replace everything in [brackets].
Self check-in (key box or smart lock)
Hi [Guest name], Your stay at [Property name] starts on [date]. Here's everything you need to get in. Address: [Full address] Map: [Google Maps link] Check-in: from [time] Parking: [Where to park, and where not to] Getting in: 1. [Find the entrance, e.g. "the green door next to the bakery"] 2. The key box is [where]. Code: [code] 3. Your apartment is on floor [x], door [y]. WiFi: [network name] Password: [password] If anything goes wrong, call or message me on [phone]. I reply fastest between [hours]. See you soon, [Your name]
Meeting guests in person
Hi [Guest name], Looking forward to welcoming you to [Property name] on [date]. Address: [Full address] Map: [Google Maps link] I'll meet you at the door at [time] to hand over the keys and show you around. It takes about 10 minutes. Running late or early? Message me on [phone] with your new arrival time and I'll adjust. If I can't be there, I'll send you self check-in steps instead. Getting here from the airport/station: [Short directions or taxi tip] See you on [day], [Your name]
Late arrival
Hi [Guest name], No problem at all with a late arrival. Here's how to get in whenever you land. 1. [Entrance directions] 2. The key box is [where]. Code: [code] 3. The light switch is [where], on the left as you walk in. I've left [water / a few basics] in the kitchen in case the shops are closed. Nearest place open late: [name, address]. Please keep noise low after [time]. The neighbours are early risers. Message me on [phone] once you're in, so I know you arrived safely. [Your name]
Not sure what "a few basics" should be? See our holiday let welcome pack checklist.
Arrival-day reminder
Hi [Guest name], see you today! Check-in from [time] at [address]. Key box code: [code] WiFi: [network] / [password] Everything else is in the message I sent on [day]. Safe travels.
What good check-in instructions include
- The exact address and a map link. Building names and house numbers are often hard to spot at night.
- Check-in time, and what to do if they arrive early (luggage storage, a café nearby).
- Parking or public transport, including where not to park.
- Step-by-step entry. One step per line. A photo of the key box or the right door saves most "I can't find it" calls.
- The code, sent privately and as late as you are comfortable with.
- WiFi name and password. It is the first thing most guests look for.
- How to reach you, and when you reply fastest.
- Only the house rules that matter on arrival, such as quiet hours or shoes off. The rest can wait for the welcome book. Need wording for them? See our Airbnb house rules template.
Check-out instructions template
Hi [Guest name], Hope you enjoyed [Property name]! Check-out is tomorrow at [time]. Before you go: 1. Leave the keys [where] and pull the door shut 2. Take the rubbish to [bin location] 3. Leave used towels [in the bathtub / by the washing machine] 4. Switch off the [AC / heating] and lights 5. Close the windows No need to strip the beds or do a deep clean. That's our job. Need a later check-out? Ask me today and I'll check the calendar. Safe travels, and thank you for staying with us. [Your name]
Keep the check-out list short
Long chore lists are a frequent guest complaint, and a guest who spent their last morning cleaning is less likely to leave a warm review. A few rules of thumb:
- Five tasks at most. Keys, rubbish, towels, switches, windows.
- Only what the guest can do. Stripping beds and running the dishwasher are cleaning tasks.
- Explain anything unusual. "Please close the shutters, the afternoon sun heats the flat" gets done; "Close the shutters" gets forgotten.
- Offer a late check-out when the calendar allows. Guests remember it.
Mistakes to avoid
- The code in the wrong place. A door code in a public listing, a photo or an Instagram story stays there after the guest leaves.
- Instructions spread over many messages. At 11pm the guest scrolls through the whole chat looking for the WiFi password, then messages you.
- Only one language. A guest who is tired and far from home reads their own language best.
- Old information. A changed WiFi password or a new bin day that never made it into the saved message.
Writing a full guide to your place? The Airbnb welcome book template covers everything else guests ask about during their stay.
Questions hosts ask
When should I send Airbnb check-in instructions?
Send the full instructions two to three days before arrival, so guests have them before they travel and can ask questions while you have time to answer. Follow up with a short reminder on the morning of arrival.
Should I send the door code in the first message?
Send it as close to arrival as you comfortably can, and only in a private message or private page. Never put a door or lockbox code in your listing, your Instagram or any public page. If your lock allows it, change the code between guests.
What should Airbnb check-out instructions include?
The check-out time, what to do with the keys, where the rubbish goes, what to do with used towels, and what to switch off or close. Keep it to about five tasks, and only ask for things the guest can reasonably do.
How long should a check-out list be?
Short. Long chore lists are a frequent guest complaint and can cost you in reviews. Leave the cleaning to your cleaner and keep the list to things only the guest can do before leaving, like returning keys and closing windows.
Can guests read the instructions in their own language?
Messages you send are in the language you write them in. A gstl.ink private page translates automatically into the language of the guest's phone, in 30+ languages, so you write once in the language you are most comfortable with.