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Guest experience checklist

26 checks across six stages of a stay. Tick what you already have in place; the gaps are where guests message you, leave a weaker review or book elsewhere next time. Print it or save it as a PDF from your browser.

0 of 26 in place

Before booking

Listing photos show every room, the entrance and the view as they are today
House rules, check-in time and check-out time are stated in the listing
Your own website shows the same prices and availability as your OTA listings
A guest can find your contact details without creating an account

From booking to arrival

Every booking gets a confirmation with a single link to everything the guest needs
Guests can check in online and register every adult staying, not only the booker
Marketing consent is asked separately from the booking, with a clear opt-in
Directions include parking, public transport and the last stretch to the door
Arrival instructions arrive on the morning of check-in, not only in the first email
Guests can tell you their arrival time before they travel

Arrival

Door code, key box or reception instructions work without calling you
WiFi name and password are visible in the property and in the guest page
A printed QR code at the entrance opens the digital guidebook
Guests know how to reach you, and how fast you reply

During the stay

The guidebook covers appliances, heating, waste sorting and checkout steps
Local tips are your own picks, with opening hours and distance
Add-ons (late check-out, breakfast, transfers) can be ordered and paid without a phone call
Someone checks in with the guest on the first evening
Guidebook and messages are available in your guests' most common languages

Check-out

Checkout steps are short and sent the evening before
Late check-out can be requested in advance
Lost-and-found and damage processes are written down

After the stay

A thank-you message with a review link goes out the day after check-out
Negative feedback gets a personal reply within one working day
Guests who opted in get an invitation to book direct before the same season next year
You can export or delete a guest's data when they ask

Close most of these gaps with one guest portal

Staying covers online check-in for every guest, consent capture, the digital guidebook with a QR code, in-stay ordering, check-out reminders, review requests and direct rebooking invitations.

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