This drives me crazy. I have self check-in as the only option, as I leave for work immediately after changing the room over from the last guest. I have a detailed self check-in guide with photos and step by step instructions for getting the front door key from the lockbox, which unit in the building the guest room is in, and the door code to the unit. After having a guest tell me that she didn’t receive the guide, I searched Airbnb guests help to find exactly where the guide is and copy/pasted the instructions for locating it into a message to her.
Since then, I’ve always messaged every guest the day before their trip asking if they received the check-in guide, and have made sure that they know where to find it in the app. However, on multiple occasions guests have confirmed that they received the guide, and then call me the next day: “I’m here but I can’t get in, the front door is locked.” I respond, “Did you get the key out of the lockbox?” and they act utterly confused, and I have to interrupt whatever I’m doing at work to walk them through check-in.
Is this just me?? Is the check-in guide for a current reservation not featured prominently in the guest interface? How do I make my guests actually read the guide???