Airbnb and VRBO Guest Check-In SOP

Procedure Steps

😀 Step 1: Greet and Confirm Reservation

1. Welcome the guest with a smile and ask for the reservation name.

2. Verify the reservation by accessing the appropriate platform:

   • For Airbnb: Check reservation details in the Airbnb Dashboard.

   • For VRBO: Confirm booking in the VRBO Dashboard.

3. Request the primary guest’s passport or ID to ensure it matches the reservation name in the Airbnb or VRBO platform.

🛂 Step 2: Document Identification and Scan Passports

1. Scan all guest passports or IDs following standard protocol, even though no registration form is required.

2. Confirm guest count to match the details on Airbnb or VRBO.

📋 Step 3: Brief Overview of Property Policies

1. Inform the guests of the following key points:

   • Room Cleaning: There is no room cleaning included during their stay.

   • Restaurant Payment: All food and beverage purchases must be paid at the time of consumption, as no open credit is extended to Airbnb or VRBO guests.

   • Mention the whatsapp comunity group to the guest, and provide the QR code to scan an join

   • No Breakfast Included: Unlike standard hotel guests, breakfast is not included in the stay.

🚪 Step 4: Room Escort and Orientation

1. Lead the guests to their assigned room and assist with luggage if necessary.

2. In the room:

   • Turn on the air conditioning and TV for their comfort.

   • Show the in-room information board and briefly review any relevant points.

3. Gate Key Access: If the guest will be arriving or leaving outside regular hours, explain gate access using the smart keychain as follows:

   • “The main gate is open from 7 a.m. to 9 p.m. After hours, you’ll need to use this keychain to get back in by holding it up to the number pad outside the gate. If you need to exit late, press the white button on the concrete pillar about 25 meters before the gate.”

4. Reminder: Inform the guest that the concierge WhatsApp number is available for questions, though service may be limited for Airbnb and VRBO bookings.

💻 Step 5: Post Check-In Updates

1. Update Team on WhatsApp: Notify the team that the Airbnb or VRBO guest has completed check-in and provide the room number.

2. Final Documentation: No registration form is filed for these guests.

Reference Material

• Airbnb Dashboard

• VRBO Dashboard

• Gate Access After Hours Informational Material