The check-in experience is the guest's first real interaction with your shortlet after making a booking. A beautiful apartment may attract the guest, but a smooth, organized, and welcoming arrival can set the tone for the entire stay.
Guests don't want to struggle with finding the property, collecting keys, contacting multiple people, or figuring out complicated instructions after a long journey.
For shortlet owners and property managers in Lagos, creating a seamless check-in process can improve guest satisfaction, reduce complaints, and increase the chances of positive reviews and repeat bookings.
1. Send Check-In Information Before Arrival
Don't wait until the guest arrives before providing important information.
Send a clear check-in message ahead of time containing:
- Property address
- Check-in time
- Directions
- Parking information
- Access instructions
- Wi-Fi information where appropriate
- Contact person's details
- House rules
👉 Giving guests information in advance reduces uncertainty and makes arrival much easier.
2. Make the Property Easy to Find
Even a luxury apartment can create a poor first impression if guests struggle to locate it.
Provide:
- Accurate location details
- Google Maps directions
- Landmark information
- Building name or number
- Gate or entrance instructions
- Parking directions where necessary
For properties located inside estates or complexes, explain exactly where guests should enter.
👉 Your guest shouldn't have to call repeatedly just to figure out where the apartment is.
3. Confirm the Guest's Arrival Time
A few hours before check-in, confirm when the guest expects to arrive.
This helps your team prepare for:
- Early arrivals
- Delayed flights
- Traffic
- Last-minute changes
- Special requests
This is particularly useful in Lagos, where traffic can significantly affect arrival times.
👉 Knowing when the guest is arriving allows your team to prepare instead of reacting at the last minute.
4. Make Sure the Apartment Is Completely Ready
Before the guest arrives, conduct a final inspection.
Confirm:
✔ Apartment is clean
✔ Fresh bedding is in place
✔ Towels are available
✔ Air conditioning works
✔ Electricity is available
✔ Water is running
✔ Wi-Fi works
✔ Appliances are functioning
✔ Toiletries are stocked
✔ No unpleasant odors are present
👉 The best check-in experience begins with an apartment that is already guest-ready.
5. Make Key Collection Simple 🔑
Complicated key collection can frustrate guests.
Depending on your setup, you may use:
- A host or property manager
- Reception desk
- Security desk
- Key safe
- Smart lock
- Access card
Whatever system you use, make the instructions simple and secure.
👉 The fewer unnecessary steps between arrival and entering the apartment, the better the guest experience.
6. Have Someone Available to Assist
Guests may have questions when they arrive.
Ensure someone can assist with:
- Access problems
- Parking
- Wi-Fi
- Property facilities
- House rules
- Local directions
Even if you offer self-check-in, guests should have a reliable contact person if something goes wrong.
👉 Self-check-in should never mean self-service when a guest needs help.
7. Give Guests a Short Property Orientation
If your check-in is assisted, take a few minutes to explain important features.
Show the guest:
- Air-conditioning controls
- Wi-Fi details
- TV
- Kitchen appliances
- Water heater
- Backup power procedures
- Access points
Don't overwhelm the guest with unnecessary information.
Focus on what they need to have a comfortable stay.
👉 A short orientation can prevent many basic questions and avoidable mistakes.
8. Provide a Simple Guest Guide
A digital or printed guest guide can contain:
- Wi-Fi details
- Check-out instructions
- Emergency contacts
- House rules
- Appliance instructions
- Nearby restaurants
- Supermarkets
- Attractions
- Transportation information
👉 A well-organized guest guide gives visitors the information they need without requiring them to contact you for every small question.
9. Add a Simple Welcome Touch
You don't need an expensive welcome package.
Depending on your property and budget, consider providing:
- Bottled water
- Tea or coffee
- A welcome note
- Basic toiletries
- Local recommendations
The goal is to make the guest feel expected and welcomed.
👉 Small thoughtful details can make a standard check-in feel much more personal.
10. Communicate Power and Water Arrangements Clearly
For shortlets in Nigeria, guests may want to understand how utilities work.
Explain relevant information such as:
- Main electricity arrangements
- Generator schedule, where applicable
- Inverter or solar backup
- Water supply
- Water heater operation
Don't leave guests guessing about essential services.
👉 Clear expectations prevent confusion and reduce unnecessary complaints.
11. Explain House Rules Professionally
House rules are important, but presentation matters.
Clearly communicate rules regarding:
- Smoking
- Parties and events
- Visitors
- Noise
- Pets where applicable
- Maximum occupancy
- Damages
- Check-out
Avoid making the guest feel like they're being reprimanded.
👉 Clear rules protect your property while maintaining a professional guest relationship.
12. Give Guests a Reliable Contact Person 📱
Guests should know exactly who to contact if they experience a problem.
Provide one primary contact for:
- Maintenance
- Access problems
- Questions
- Emergencies
- Additional requests
Avoid making guests contact several different people for different issues unless absolutely necessary.
👉 One clear communication channel makes support faster and less confusing.
13. Check In With the Guest After Arrival
A short message a little while after check-in can make a big difference.
For example:
"Hi, we hope you've settled in comfortably. Please let us know if you need anything or if there's anything we can assist you with."
This gives the guest an opportunity to report problems early.
👉 A quick follow-up can turn a potential complaint into an opportunity to provide excellent service.
14. Make Special Requests Part of the Check-In Process
If guests have made special requests, ensure they're completed before arrival.
Examples include:
- Birthday decorations
- Anniversary setup
- Baby cot
- Extra towels
- Early check-in where approved
- Additional bedding
👉 Remembering small details can make guests feel valued and encourage positive reviews.
15. Have a Backup Plan for Problems
Even with excellent preparation, things can go wrong.
Prepare procedures for:
- Lost keys
- Smart-lock failure
- Power problems
- Water issues
- Wi-Fi failure
- Cleaning delays
- Maintenance emergencies
- Late arrivals
Your team should know who to contact and what steps to take.
👉 A strong operation isn't one where nothing ever goes wrong; it's one that knows how to respond when something does.
Quick Guest Check-In Checklist ✅
Before Arrival
☐ Confirm booking
☐ Confirm guest arrival time
☐ Send location details
☐ Send check-in instructions
☐ Confirm payment status
☐ Prepare special requests
Property Preparation
☐ Clean apartment
☐ Fresh bedding
☐ Fresh towels
☐ Restock essentials
☐ Test electricity
☐ Test water
☐ Test Wi-Fi
☐ Test appliances
☐ Check air conditioning
Guest Arrival
☐ Make key collection easy
☐ Assist with access
☐ Explain important facilities
☐ Provide guest guide
☐ Explain house rules
☐ Provide contact information
After Check-In
☐ Confirm guest has settled in
☐ Ask if everything is working
☐ Respond quickly to any issues
Final Thoughts
A seamless check-in experience doesn't require complicated technology or expensive welcome packages.
It requires preparation, clear communication, reliable systems, and attention to detail.
Before every guest arrives, ask yourself:
Can this guest find the property easily?
Can they enter without unnecessary stress?
Will everything they expect be ready?
Do they know who to contact if they need help?
If the answer is yes, you've already removed many of the problems that can negatively affect a guest's stay.
A smooth arrival creates a strong first impression—and that first impression can influence everything that follows, from guest satisfaction to your final review.
Managing bookings, guest communication, property preparation, and check-ins can become overwhelming, especially when you manage multiple shortlet properties in Lagos.
LandMall Property Management helps shortlet owners:
👉 Coordinate seamless guest check-ins
👉 Prepare properties before every arrival
👉 Manage guest communication
👉 Supervise housekeeping and maintenance
👉 Handle guest requests professionally
👉 Deliver consistent shortlet experiences
📩 Contact LandMall Property Management today and let us take care of the details that make your guests feel welcomed, comfortable, and confident from the moment they arrive.
Because a great stay starts with a great check-in.
For Inquiries / Inspection Reservations, please Call/WhatsApp:-
☎️ 09019001191
📧 landmallshortlets@gmail.com