Early check-in requests: give guests a clear answer

Find out what the guest actually needs

Ask when the guest expects to reach the property and whether they need access to the villa or simply somewhere to leave their bags. A flight landing time leaves out luggage collection, transfers and any stops along the way.

Someone hoping to drop a suitcase before lunch may have different options from a family that needs bedrooms ready on arrival. Ask enough to understand the request without making the guest repeat details they have already shared.

Airbnb's guidance on requesting early check-in asks guests to contact their host before arrival with their planned arrival time; the host then confirms whether it is possible. Use the terms agreed for the actual booking as your starting point.

Give a clear first answer

State the agreed check-in time, whether early access is confirmed, and when you will reply if a decision is still pending. Avoid “should be fine” when nobody has checked the changeover.

Here is example wording to adapt to the booking. The times are illustrative:

“Your check-in is from 4pm. I've noted that you'd like to arrive at 1pm. I can't confirm that yet because we have guests leaving that morning. I'll check with the team and message you by noon on arrival day. Please plan for 4pm unless you hear otherwise.”

Only promise an update you can deliver. Put that follow-up against the booking and give it a named owner. If the team changes shifts, the next person needs to see what the guest is waiting for.

Check readiness before changing the plan

Before approving an earlier arrival, ask the person responsible for the property to confirm:

• The departing guests have left and the team can get in.
• Cleaning and the agreed preparation are complete.
• Any maintenance affecting the stay has been checked and addressed or explained.
• Keys, access instructions and any timed entry arrangements will work for the new arrival time.
• The person meeting the guests, if there is one, can attend.

For requests made well in advance, explain when a reliable decision will be possible. An empty calendar today does not settle the cleaning plan for arrival day.

Keep the requested time in a note while it is being considered. Once approved, update the agreed arrival details and tell everyone whose work depends on them, including the guest.

Make alternatives specific

If the villa will not be ready early, consider what you can actually offer. A luggage drop needs an agreed place, a person responsible and a collection arrangement. Access to the grounds or pool needs an explicit decision too; do not let a bag drop quietly become permission to use the property.

If you suggest a café or luggage-storage business, check its current opening hours and whether it can accommodate the guest's needs. Describe any unconfirmed availability honestly.

If your business offers paid early check-in, explain the price and conditions before the guest agrees, using the booking channel's permitted process. Payment should not turn an unverified arrival time into a promise.

Send the decision, even when it is no

At the promised update time, send an answer. If early access is unavailable, say so clearly so the guest can settle their plans. If readiness is still uncertain, keep the agreed check-in time and explain the next step; do not keep moving an optimistic estimate forward.

Once the property is ready and earlier access is approved, a short confirmation is enough. For example:

“The villa is ready and you can check in from 1pm today. Please use the arrival instructions in your booking. See you soon.”

Use that wording only after checking readiness and access. If the standard check-in time itself is now at risk, contact the guest promptly with what you know and who is handling it.

Keep the final decision with the booking. The next person answering a message should be able to see exactly what was agreed.