Bookings & Guest Management
This page explains how bookings, guest communication, check-in requirements, guest notes and stay management should be handled from booking confirmation through to departure.
Booking Management Workflow
Use this process for each new booking so nothing is missed before the guest arrives.
Review New Booking
- Check property name, arrival date, departure date and guest count.
- Check the booking channel, including Airbnb, Booking.com, VRBO or direct.
- Confirm the booking has synced correctly into Property Stack.
- Check for special requests or notes attached to the booking.
Check Guest Requirements
- Confirm the guest has completed any required check-in or arrival forms.
- Check that required identification, signatures or guest details have been supplied.
- Confirm the bond process has been completed where applicable.
- Create a task for anything incomplete or requiring follow-up.
Confirm Property Rules
- Check maximum occupancy for the property.
- Confirm pet rules, parking rules and noise expectations.
- Check whether any areas are restricted or only available for larger bookings.
- Record any unusual guest request clearly in the booking notes.
Pre-Arrival Checks
- Confirm cleaning and linen are allocated.
- Check access details, lockbox codes or smart lock instructions.
- Review whether the property requires a pre-arrival inspection.
- Escalate any risk that could affect check-in.
Send Guest Instructions
- Send check-in instructions only once guest requirements are complete.
- Ensure instructions are clear, accurate and sent through the correct channel.
- For urgent assistance, direct guests to SMS or phone support as required.
- Record important communication in the booking notes.
Monitor During Stay
- Respond promptly to guest issues during the stay.
- Create tasks for maintenance, cleaning or access problems.
- Record all guest complaints or significant conversations.
- Escalate urgent or safety-related issues immediately.
Guest Communication Standards
All guest communication should be calm, professional, clear and recorded where required.
Be Clear
Use simple instructions and avoid vague replies. Guests should know exactly what to do next.
Be Timely
Guest-impacting issues, especially access or safety matters, must be prioritised immediately.
Be Professional
Keep responses factual and calm, even if a guest is upset or difficult.
Use the Right Channel
Follow the booking channel where required, but use SMS or phone for urgent guest assistance.
Record Key Contact
Important calls, complaints, access issues and requests must be added to the booking notes.
Escalate Early
If a matter could become a complaint, safety issue or refund request, escalate it before it grows.
Common Booking Checks
These checks help prevent avoidable issues before the guest arrives.
Guest Count
Confirm the number of guests matches the booking, property limit and any linen or access requirements.
Arrival Forms
Check that all required forms, signatures and guest details have been completed before access is released.
Bond Status
For direct bookings, confirm bond requirements are complete before releasing arrival details.
Access Details
Check lockbox, keypad, smart lock or access instructions are correct before sending to guests.
Special Requests
Record early check-in, late checkout, pet requests, cot requests or bedding requests clearly.
Property Restrictions
Check if any rooms, studios, garages, sheds or owner areas are restricted from guest access.
Guest Management Non-Negotiables
- Do not release access details until required guest information is complete.
- Do not approve guest numbers beyond the property’s permitted capacity.
- Do not promise early check-in or late checkout unless cleaning and operations allow it.
- Record all important guest issues in booking notes or tasks.
- Escalate access, safety, damage, complaint or refund matters immediately.
- Keep all communication factual, calm and professional.
After Departure
Guest management continues after checkout until the booking is fully finalised.
Cleaner Report
Review the cleaner’s report for damage, excess mess, missing items or linen discrepancies.
Bond Review
Refund the bond only once the property has been checked and no claim is required.
Guest Notes
Add notes where a guest was excellent, difficult, breached rules or caused additional work.