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How to Solve Vacation Rental Check-in Problems for Property Managers, Airbnb Hosts and Their Guests

Updated over 2 weeks ago

Why don’t traditional check-in messages work well for vacation rental guests?
Because guests don’t want to read long paragraphs — they just want to check in quickly and easily. Even after sending detailed instructions, hosts often get messages like, “How do I check in?” This is a common frustration across the industry.

How does Enso Connect solve the check-in confusion?
Enso Connect offers a visual, step-by-step check-in experience through the Boarding Pass. Guests click a large Check-In button, then see clear, photo-based instructions — like a Pictionary for check-in. This helps eliminate confusion and improves the guest experience.

What if I use smart locks?
If your smart locks are integrated with Enso Connect:

  • Guests will see lock/unlock buttons instead of just “I’m in.”

  • For code-based locks, the code will appear on the Boarding Pass.

  • If you use a third-party smart lock tool, Enso Connect can still sync the code from your PMS and display it.

How do I set up step-by-step check-in instructions?

  1. Go to Check-In Instructions in your Guest Journey.

  2. Click Add Step.

  3. Upload a photo (your own or from Enso’s template library).

  4. Write a clear instruction and save.

  5. Add as many steps as needed — from scratch or by copying an existing setup.

Can I use conditions for check-in instructions?
Yes. For example, only show the “Where to Park” step if the guest has paid for parking. Just apply the condition when creating the step.

What if I manage hundreds of listings and don’t want to customize each one?
Use default check-in steps, such as:

  • A general explanation of the process (with your logo as the image)

  • A generic image of a home or entrance

These can be saved for:

  • A specific listing

  • A group (e.g. all units in a building)

  • All listings, if broadly applicable

When do guests gain access to check-in instructions?
Only after completing all pre-check-in steps, including:

  • ID verification

  • Agreement signing

  • Safety deposit

And only based on the time until check-in time you have set check-in instructions to display.

What if guests need help before check-in time?
That’s what the arrival guidebook is for. Use it to share directions or tips before check-in. Keep actual check-in steps locked until guests are ready to walk through the door.

What’s the key takeaway?
If you’re still sending long messages and fielding the same check-in questions, this is your sign to switch to visual, automated instructions and create a smoother guest experience.

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