SOP - Check-in Instructions

How to find and send check-in instructions to the client.

Overview

Some of the properties we have are apartments and therefore, check-in instructions have to be provided to the guest before their arrival to ensure they can enter the property and use their booking.

Instructions could be related to how to access the apartment, what kind of documents or deposit has to be paid in advance or how to reach out to the property to confirm the arrival time. 

Our goal is to share those instructions with the guest, as early as possible, in order to avoid check-in issues and a poor customer experience. 

How to find out if we received check-in instructions:

• Go to the mailing agent dashboard;
• Bookings should be sorted already by priority (meaning earliest check-in date);
• There you will see if check-in instructions have been received.

⚠️ In case you see “Analysing emails” then, open the booking and check if we have check-in instructions. 

It could mean:

• That we need to check our second “inbox” to see if we have no instructions there as some of our providers (Agoda, Booking.com) are sending correspondence directly to the guest via their secure platforms. As we know, this correspondence needs to manually be sent to the guest via our client. 
• That we didn’t get any check-in instructions and we might have to contact the property to ask for them. 

How to check if we received check-in instructions in the [e-mail] inbox:

• Go to the inbox;
• Type the supplier Booking ID;
• See if we have an email from the supplier with the instructions;

⚠️ If there is none, then it’s always good to contact the property to see if they have instructions to provide.

How to send the check-in instructions: 

• Go to Zendesk and create a new ticket
• Select “Revolut stays” as requester

• Select the macro: “Check-in instructions”:

• Subject of the email: “Booking ID + Check-in instructions”;
• Fill-in the necessary information to provide the check-in instructions;
• Send to the Revolut team.

⚠️ Do not forget to add the Booking ID in the subject of the email and also make sure to add it in the text of the email (Booking Reference) so the Revolut team can find our emails easily.

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Article created on 6th November, 2025