Pre-arrival

WhatsApp template: check-in instructions

The check-in message is the most important template in the guest workflow: it contains all operational information for entering the apartment and becomes the reference guests reopen 5-10 times during their trip. A good check-in message reduces emergency calls to the host's number by 60%. Here you'll find three variants: self-service with key safe, smart-lock access, in-person assisted check-in.

When to send

When to send: 24-48 hours before check-in time. Never earlier than 72 hours (guest gets distracted) nor later than 12 hours (they may already be traveling). Always include check-in time, complete address, and a clickable map.

3 ready-to-copy templates

Three tone variants. Pick the closest match to your style, or use them as a baseline to personalise.

Placeholders like {{guest_name}} are intentionally left visible — replace them with your data before sending.

1Self-service (key safe)

Hi {{guest_name}}, here are full check-in instructions for tomorrow.

📍 Address: {{full_address}}
🗺️ Map: {{google_maps_link}}
🕒 Check-in from {{check_in_time}}

🔑 Keys are in the security box next to the main door, code {{key_safe_code}}. The box opens by pulling the lid after entering the code.

🚪 Once inside: apartment on the {{floor}}, door {{door_number}}. The big key opens the building, the small one the apartment door.

📶 Wi-Fi: "{{wifi_name}}", password "{{wifi_password}}"

If you have any access issues this is my direct number: {{emergency_number}}. Safe travels!

2Smart lock (digital code)

Hi {{guest_name}}, here's everything for tomorrow's check-in.

📍 {{full_address}}
🗺️ {{google_maps_link}}
🕒 Check-in from {{check_in_time}} (the lock activates from that time)

🔢 The apartment door has a digital lock. Code: {{smart_lock_code}}
Enter the code and press the center button, you'll hear a beep and the door unlocks for 5 seconds.

🏠 The code is valid until {{check_out_date}} at {{check_out_time}}. After that it deactivates automatically.

📶 Wi-Fi: "{{wifi_name}}" / password: "{{wifi_password}}"

Issues with the code? Message me here or call {{emergency_number}}.

3Assisted check-in

Hi {{guest_name}}, I'll wait for you tomorrow for in-person check-in.

📍 Address: {{full_address}}
🗺️ Map: {{google_maps_link}}
🕒 I'll be waiting from {{check_in_time}}

Once you arrive at {{street}}, message me on WhatsApp or ring the bell labeled "{{bell_name}}" and I'll come down.

📞 My direct number: {{host_number}}

If your arrival time changes even by 30 minutes, please let me know so I can adjust. See you tomorrow!

Practical tips

  • 1Always include the clickable map (Google Maps URL): guest opens it directly on the phone and navigation starts.
  • 2If the building bell has a different name than what appears on Airbnb, state it explicitly. Common error: guest rings the wrong bell.
  • 3For self-service check-in, always mention a backup number. Not because it's often needed, but because it conveys safety to a guest arriving in a foreign city.
  • 4Don't send the key safe code in the same message as the address if you suspect message-sharing risk. Send it separately 1 hour before check-in.

Frequently asked questions

Should I include house rules in the check-in message?+

No. Rules go in a separate message (see 'Pre-arrival house rules' template). The check-in message must contain ONLY operational info: a guest stressed from travel won't read rules. Instead link to the house rules they already have in their Airbnb booking.

What to do if a guest arrives before check-in time?+

Depends on the situation. If the apartment is already clean and empty, consider a free early check-in (boosts reviews). If not ready, suggest a nearby bar/cafe to wait, and give a precise time ("it will be ready at exactly 3:00 PM").

How many times on average does a guest reopen the check-in message?+

Data observed on 1,200 Verto AI conversations (January-March 2026): guests reopen the check-in message 4.7 times on average — at check-in, during stay for Wi-Fi, at check-out to recheck procedures. That's why it must be complete and well-formatted.

Want to automate the non-template replies too?

Verto AI handles guest conversations for you, in 25+ languages.

Templates cover predictable cases. For everything else — unexpected questions, photo attachments, voice notes, different languages — Verto AI replies on its own, understands context, and keeps the tone you set.