What Guests Expect from the Vacation Rental Check-In Experience


When you own a vacation rental property, first impressions are paramount to your success. This means you must provide a smooth and welcoming check-in service. It’s a small thing that’s crucial to the overall satisfaction of your guests. So, read on as we explore what guests want from a check-in experience and how you can not only meet but exceed their expectations.

Clear Communication

A positive check-in experience starts long before your guests even arrive at the airport. It begins with clear and timely communication from the get-go. Guests appreciate receiving detailed and clear instructions well before their arrival. Traveling can be stressful and this gives them one less thing to worry about. When contacting your guests before their arrival, make sure you include directions to the property, parking information, contact details for assistance, and any unique access codes or procedures. Utilize email, or messaging apps to ensure you can reply quickly if they have any questions.

Seamless Entry

Upon arrival, you may find that guests are weary from their journey. They’ll want to get into the property and start to unwind as soon as possible. For this reason, the entry to the property must be seamless. Keyless entry systems have become increasingly popular as they offer convenience and security. Alternatively, if you must use physical keys, ensure that they’re easily accessible and quick and easy to use.

Extra tip: When using keys, or safety lock boxes ensure they’re clearly labelled.

Immaculate Cleanliness

Cleanliness is non-negotiable when renting a vacation property. Guests will expect the property to be spotless and well-maintained, ready for their arrival. This is why it’s a good idea to have some boots on the ground. Using Outrigger property management means you’ll have people on hand who can thoroughly check the property before guests are due to arrive.

Extra tip: Pay close attention to high-touch areas such as kitchens and bathrooms. There’s nothing worse than guests seeing evidence of a previous guest’s stay.

Local Insights

Using a local property management company will also mean your guests benefit from insider knowledge of the area. Offering local recommendations for restaurants, attractions, and activities can be a valuable addition to the check-in experience. To ensure they have this information on hand, you could also provide a guest book or digital guide to complement their stay.

Prompt Support

Even with the best intentions, unfortunately, sometimes issues can arise when a guest arrives. When this happens, it’s essential that guests get prompt and effective support. Make sure they have easily accessible contact information in case of an emergency. This is another situation where having a local property manager can come in handy, as they can assist in person and ensure that the issue is resolved quickly and effectively.

The check-in experience sets the tone for a guest’s entire stay at your vacation rental property and so shouldn’t be underestimated. Delivering a welcoming, hassle-free check-in experience is sure to improve guest satisfaction, as well as encourage positive reviews and repeat bookings.

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