The phone call from the lane
It is 6pm on a Saturday and a guest is calling from a single-track lane. The satnav took them to the farm next door. They cannot find the key safe, and the code they have does not work because it is from an old message. Your out of hours phone is on someone's kitchen table.
Their arrival instructions were sent by a colleague copying the template from another booking, which had a different key safe code and did not mention that the postcode is wrong for satnav.
Why arrival information goes wrong
Each property has its own details: directions, the right postcode or what3words location for the entrance, parking, the key safe location, its code, the check-in time and how the heating works. That information often lives in several places: an old document, the channel listing, a colleague's notes.
Messages go out through different routes depending on the channel. Airbnb guests need messages through Airbnb, direct guests by email, and so on. Doing that by hand invites mistakes, especially when codes change.
What bad arrivals cost
Arrival is the moment that shapes the review. A stressful first hour colours the whole stay, and reviews that mention arrival problems put off future guests. Out of hours calls wear out your team. And sending access codes to the wrong guest, or too early, creates security problems.
The arrival message system we build
We build a message system that pulls from one current record per property and sends through the right channel automatically.
- Property arrival record: one maintained record per property with directions, entrance location, parking, access method, check-in time and house quirks. Staff update it in one place.
- Message timing: you choose when instructions go out, for example a week before, with a reminder the day before, and after the balance is paid for direct bookings.
- Channel routing: messages go through your property management system's messaging for channel bookings, or by email and text for direct ones, so they reach guests where they expect them.
- Access codes: codes are inserted from the key safe or smart lock record, only after the booking is confirmed and paid, and never reused in templates.
- Guest confirmation: guests are asked to confirm expected arrival time, which gives cleaners and your team a heads up.
- Arrival watch: if a guest has not confirmed or the lock has not registered entry by a set time, your team is alerted.
| Detail | Stored in | Sent when |
|---|---|---|
| Directions and entrance location | Property arrival record | Instructions message |
| Access code | Key safe or lock record | After payment and confirmation |
| Check-in time and early arrival options | Property record and booking | Instructions and reminder |
| House quirks | Property arrival record | Instructions message and guide |
The difference on arrival day
Guests arrive with instructions that match the property and a code that works. Out of hours calls about finding the property or getting in become the exception. When details change, they change in one place and every future message uses the new version.
Signs your arrivals need attention
- Arrival instructions are copied from old messages by hand.
- Guests call on arrival because they cannot find the property or the key.
- Access codes have been sent to the wrong guest or too early.
- Property information lives in several documents.
- Reviews mention a difficult arrival.