Copy-ready check-in message (template)
Change everything in [brackets]. Add a photo for steps 2, 3 and 5.
Hi [Name], we're looking forward to having you at [Property]. Here is everything you need to get in:
- Address: [street, number, area, postcode]. Map pin: [link].
- Entrance: use the [left / glass / side] street door, number [X]. The building has [two] doors, and ours is the one in the photo.
- Intercom: look for "[name as written, e.g. ΠΑΠΑΔΟΠΟΥΛΟΣ / PAPADOPOULOS]". You don't need to ring it if you have the code.
- Floor: we're on floor [X]. In Greece the ground floor is 0 and "1" is one floor up. [Our building also has a mezzanine (ημιόροφος, "Η" on the lift).] Press [button] in the lift.
- Key: the lockbox is [where]. Code: [code]. Photo attached.
- Wi-Fi: [network] / [password].
- If anything doesn't work: call [Name] on [number] between [hours]. Outside those hours, [backup person / second code / what to do].
- House guide: [link].
Safe travels,
[Your name]
Why step 7 matters most: "message me" is not a plan at 1am. Give a named person, a number and the hours you can actually answer.
When to send it
A simple order that works for most small properties: a short welcome when they book, the full instructions a few days before arrival, and a one-line reminder on the day ("The code is [code], call [Name] if anything is off"). Guests who find nothing in their confirmation can read the silence as being ignored. One guest review of an Athens apartment put it this way: "the host ignored all form of communication to help us gain entry as there were no instructions on the confirmation" (source).
Late arrivals: the message to send before they travel
Send this when you know, or suspect, they'll arrive in the evening or later:
Hi [Name], quick question so your arrival goes smoothly: what's your flight number or ferry, and what time do you land? Self check-in is available from [time], so you don't need to rush. If you're delayed, just send me a message. [The code works at any hour.] If something goes wrong after [time], call [backup name] on [number].
If you host on an island, see our guides for Naxos and Paros, or for villas reached by late flights, Crete and Corfu.
"The code doesn't work": what the guest sees, what you send
This is what it looks like from the other side: "When we arrived the code to the door didn't work. We messaged the host but they were asleep. Airbnb also tried to contact them. At 3am Airbnb cancelled our reservation and we got a Hotel room." (Reddit thread, r/airbnb_hosts, archived copy)
First reply (human, specific)
I'm sorry, [Name], let's fix it now. Please check two things: that you're at door number [X] (the one in the photo), and that you pressed [#/✓] after the code. If it still doesn't open, the spare code is [code 2]. If that fails too, [Name] is [X] minutes away and will come with a key: [number].
Avoid replying only with the rule. Another Athens guest review: "I reported the fault to the company and just got an automated reply saying 'entry is by using the door code'. No personal message or acknowledgement of the issue" (source).
The backup plan
Have at least one of these ready before every arrival: a second code, a neighbour or key holder with a spare key, or a nearby place where you can leave a key. If the guest still can't get in, Airbnb's own page on what to do if you can't get into your listing explains the next steps.
Stating your availability hours honestly
You don't have to promise 24/7. Being clear works better. One host in the same thread: "I always advised guests that although they had 24 hour lockbox access that I was only available 9am a [sic] 9pm. Prior to this I had loads of problems with guests going to dine before checking in then messaging because they couldn't find the place etc." Write your hours into the check-in message, and name who covers the rest of the time.
Greek-building checklist
- Two street doors: say which one, by number or colour, with a photo.
- Intercom: write the name exactly as it appears, in Greek and in Latin letters.
- Floor numbering: tell foreign guests the ground floor is 0, and if your building has a mezzanine (ημιόροφος), which lift button to press.
- Street numbers: say if the number is hard to see, or if the entrance is on a side street.
- Quiet hours: if the building has them, mention them politely in the message.
Use AI to fill it, then read it
Paste the template into ChatGPT or Claude with your real details (address, doors, code, hours) and ask it to write the message in your guest's language. Then read every line before sending. AI doesn't know which door is yours.
FAQ
What should check-in instructions include?
The address with a map pin, which door, the intercom name, the floor, the key or code with a photo, Wi-Fi, a named backup contact with hours, and a link to your house guide.
When do I send them?
A few days before arrival, with a short reminder on the day. A brief welcome when they book helps too.
What if the guest arrives after midnight?
Ask for their flight or ferry and arrival time in advance, make sure the code will be active at that hour, and give a backup contact for the night.
What if the door code fails?
Reply quickly and personally, check the door and the code entry step, then give a spare code or a person with a key.
Do I need to be available 24/7?
No, but you need to say your hours and who covers the rest.
Should I write instructions in Greek or English?
Write in your guest's language. Keep the intercom name in both Greek and Latin letters.
— Gal Tuvyahu, Promethe