Guest experience
A check-in instruction pack guests can follow at night
Test the access instructions on a phone, in the dark, with no assumptions about signal or language.
Published · 1 minute read
On this page
What to control
- Lead with the address and parking
- Number each access step
- Include a fallback contact
- Test on a phone before publishing
Operating context
Check-in instructions are read at the end of a travel day. The guest is tired, the phone battery is low, and the building entrance may be unclear. The pack should work under those conditions.
Lead with the address, the entrance, and parking. Do not start with the wifi password. The guest needs to get inside before anything else matters.
A workable routine
Number the access steps. Use one action per step and include a photo of the door, the lock, and the elevator if the building is complex.
Add a fallback: who to call, what to say, and the response window. A guest who cannot reach anyone will call the platform, and the platform will call the owner.
Review and evidence
Test the pack on a phone with mobile data, at night if possible. If a step requires signal inside a garage, it will fail for someone.
For related operating guidance, review the [turnover handoff brief](/blog/str-turnover-cleaner-handoff-brief) and the [guest response window guide](/blog/str-guest-message-response-windows). The [CISA cybersecurity performance goals](https://www.cisa.gov/cybersecurity-performance-goals) provide public baseline context for access and account controls.