A guest's first and last impression depends on smooth check-in and check-out. Vague instructions cause confusion, questions, and can spoil a great stay regardless of the property quality.
Clear, step-by-step instructions reduce friction and fewer help requests.
Check-in and check-out instructions guide guests through entering and leaving your property smoothly. They appear in the Boarding Pass, not as separate messages.
They can include:
Step-by-step directions with photos or videos
Smart lock codes or door instructions (auto-filled if integrated)
Trash disposal and recycling rules
Key return or drop-off details
Conditional steps shown only when needed
The goal: make arrival and departure seamless and self-explanatory.
How steps are organized
Check-in and checkout steps follow the same organization as all boarding pass pages, with one difference: there are no content types here.
Everything is organized by all listings, listing groups, or specific listings — three levels that determine both where a step appears and how far your edits reach.
A welcome step might be tied to all listings because essentially the same content applies everywhere.
An arrival information step tied to a listing group might only be relevant to the listings in that group.
A door lock information step tied to one unit appears only for that specific listing since each door lock system will be different.
The level a step lives at tells you exactly how far a change will travel: edit an all-listings step and you're editing it for every property; edit a group-level step and you're editing it for the entire group; edit a specific listing step and you're editing it for just this specific listing.
Filter by a group to see its steps and listings in one view, or open a specific listing to see everything tied to it. Simply click on the filter button next to the group or listing or click on the filter drop-down at the top left of your screen.
Reordering Check-In and Checkout instructions
Because most listings have some steps of their own (like door lock information) mixed in with all-listings and group-level steps, reordering happens at the listing level only. That's the one place where every step touching that property, regardless of where it lives, comes together.
Where to find the reorder button: It appears in the listing-specific dropdown only, not at the group level.
Reordering in action: For example, a door lock information step sitting first in the flow can be moved to the end, so the guest sees welcome, then arrival, then door lock — in the order that actually makes sense.
Creating a Check-In and Check-out Instruction
Same concept you saw with upsells, now applied to check-in steps — and it works exactly the same way for checkout steps too. Learn more about this here.
Creating a step: Copy an existing one or start from scratch with a blank step. Simply click on Create Check-In Step or Create Check-Out Step at the top right of the screen or next to the listings applicable (All listings, Listing Groups or a specific listing).
Best Practices
🪜 Break check-in and checkout into clear, simple sequential steps so guests always know what comes next.
🖼️ Add pictures to each step. Showing exactly what a lockbox, keypad, or door looks like removes guesswork entirely.
🎥 Use video for more complex instructions (like tricky entry systems or multi-step parking situations) where photos alone aren't enough.
📱 Deliver these instructions through the guest's Boarding Pass, so they're accessible right when the guest needs them, not buried in an email sent days earlier.
💡 Use conditions to customize instructions for different guests or booking types
🗂️ Organize steps across all listings, groups, and individual properties and know exactly how far your edits reach.
🔀 Reorder steps so they show up in the sequence that actually makes sense to a guest.
🔗 Add existing steps across multiple listings instead of duplicating it.