How to create the perfect check-in experience for your vacation rental guests

Why the check-in experience matters 

First impressions count. Your check-in process is your guest's first moment of interaction with your property (and you!), so you want it to scream professionalism, warmth, and reliability. A slick, hassle-free check-in can leave your guests feeling excited to unwind, while confusion or an awkward experience can sour their mood before they’ve even unpacked their socks. 

For vacation rental properties, the check-in process is also an opportunity to highlight your attention to detail, clarity in communication, and knack for creating a truly seamless guest experience.  

Remaining flexible with your timings

Where possible, try to be as flexible as you can with checking in and out. If you can offer a nice and early check-in time, you will set the tone for your guests’ stay, allowing them to rock up whenever they’re ready, rather than having to drag the whole family around nearby tourist attractions until 3/4pm after travelling quite a way. Being able to travel early, arrive and settle can be really beneficial - especially for families - so they can stick to routines which benefit their children. 

Clear communication with a human touch 

When communicating with your guests via email or text, remember this golden rule: they don’t know you, so make sure your tone is welcoming! Digital messages often come across colder than intended, so pepper your messages with friendly language and positive phrases. Little things like starting your communication with “We’re so thrilled to have you staying with us!” or closing an email with “We hope you’ll love your stay - do feel free to reach out if you need anything!” can make them feel far more at ease. 

Phrases like "warm regards,” “kindly,” and “thank you so much” might seem “extra,” but trust us, your guests will appreciate those seemingly small touches. 

Provide all the essential information 

A clear and informative email is key to ensuring your guests have all they need for a smooth arrival. Be sure to include the property address (spelling counts here!), directions or parking information, check-in instructions and any emergency contact information. 

Make sure to send this information a day or two before their stay so it gives them enough time to feel prepared without risking it getting buried weeks in advance. 

Digital key handover options 

Many vacation rental hosts are opting for a hands-off approach - no more waiting around for late arrivals or scheduling key swaps during busy Saturdays. Instead, make use of tools like lockboxes or smart locks. 

If you’re using a lockbox, always send step-by-step instructions on how to locate it and access the keys. Include the code and a short video or photo if needed to ensure even the least tech-savvy guest can do it with ease. If you’ve got a smart lock, make sure the code works and isn’t from 2012 (no “1234” passwords, please!). 

Don’t forget check-out instructions 

Guests checking out need the same level of clarity. If the process is different to how they arrived (e.g., locking keys inside or returning them to a specific spot), include detailed check-out instructions the morning before departure. Consider allowing flexibility in checking out, so as not to stress out your guests on their final day. You may be more likely to end up with a clean and tidy vacation rental you’re fully happy with rather than a rushed clean property that meets your standards but you still need to do a bit more than you’d like. 

What to include in your welcome pack 

Your pack doesn’t have to be fancy - but it does need to be thorough and guest-friendly. Here’s what we’d recommend as essentials:

Property basics: 

Share the Wi-Fi password, property address (great for food deliveries), and key appliance instructions. Got a finicky coffee machine? Explain how to charm it into brewing a perfect cup. 

House rules: 

Keep it clear and concise. Include check-in and check-out times, pet policies, sound curfews, and property-specific tips like “please no shoes on the carpet” or “be careful with the sliding doors - they’re vintage!” 

Your media set-up: 

If you’ve got all the gadgets, make sure they’re idiot-proof. Include instructions for TV remotes, Netflix logins, or any Smart devices they may want to use. 

Local insider tips: 

Impress your guests with a mini-tour guide of the area. Include must-see attractions, public transport tips, and local restaurant recommendations (trust us, this will win you major points!). 

A mix of physical & digital 

While a printed, laminated copy of your welcome pack is great for quick reference, a digital version sent ahead of their arrival keeps things ultra-convenient. You can keep the digital document updated while the physical version focuses on timeless info about the property. 

Little touches that leave a big impression 

Sometimes, it’s the small things that make your guests feel extra pampered. Here are a few simple gestures that can elevate their check-in experience:

Fresh water 

After a long flight or drive, a couple of chilled bottles of water can make a world of difference. 

Restocked supplies 

Ensure toiletries, dish soap, cleaning supplies, and fresh towels are all neatly restocked. 

Local delights 

Throw in a tiny taste of the region - think mini chocolates from a local shop or freshly baked goods from the area’s best bakery. 

Nail the check-in, nail the stay 

The perfect check-in isn’t just about logistics; it’s about hospitality. By combining clear communication, a simple key handover, and a thoughtful welcome pack, you can guarantee your guests start their stay in the best way possible. 

The result? Happy guests who feel right at home, great reviews, and (fingers crossed!) repeat bookings. Most importantly, you’ll walk away with the confidence that you’ve made their vacation lodging unforgettable. 

Now’s your chance to stand out as a vacation rental host. Start tweaking your check-in process today and see what a difference it can make - it’s worth every effort.