Plan check-in and key handover for guests

• Send arrival information in time and explain when the detailed access instructions will follow.
• Test every lock, key, code, light and route that a guest must use.
• Choose a handover method that works for normal and late arrivals.
• Provide parking, house rules, emergency contacts and essential appliance information.
• Record keys and access devices at arrival and departure.
• Protect access codes and update them when security or occupancy requires it.

Give guests the property address or meeting point, check-in window, parking details, access route and a contact number. Explain what to do if they arrive early, are delayed or cannot find the entrance. Send detailed access information only through a secure, appropriate channel and close to arrival.

Test keys, key safes, digital locks, gates, lifts, lighting and signs yourself. Decide whether a person, key safe or other method is suitable for the property. Keep a backup contact and a safe alternative for a failed key or access device.

Make the most important rules easy to find, including noise, smoking, pets, parking, waste and shared facilities. Provide emergency numbers and a local contact who can respond. Link the arrival plan with the house rules and deposit information.

Use a simple record for keys, remotes, parking permits and visible damage where appropriate. Coordinate the arrival check with the cleaning and property inspection. Tell guests how to return keys and what to do if something is damaged or missing.

Write a short late-arrival procedure and test it outside normal office hours. Make sure lighting, access, heating and essential information work at the expected arrival time. The property preparation checklist should include the same access arrangements promised in the listing.

When should guests receive check-in instructions?

Send the general arrival information early enough for travel planning. Send detailed access instructions close enough to arrival that they remain current and secure, once the booking and required conditions are confirmed.

Is a key safe suitable for every holiday property?

No. Check the building rules, security, weather protection, guest accessibility and the availability of a backup. A personal handover or local contact may be more suitable in some locations.

What should be included in an arrival message?

Include the address or meeting point, check-in time, parking, access steps, contact number, essential rules, emergency information and instructions for delays or problems.

How should keys be recorded?

Record which keys, remotes, permits or access cards are issued and how they must be returned. Keep the record secure and update it when items are replaced or access changes.

What should happen if a guest arrives late?

Use a tested late-arrival process with reliable access, lighting, heating and a reachable contact. Explain the steps in advance and keep a backup option if the first method fails.