5. April 2026
The 3-Line TLDR That Stopped Door Code Questions
Guests need a lot of key information for a smooth stay, and hosts need it too to keep guests, the property, and expectations in check.
- After establishing these essential details, we confirm the check-in and check-out dates and times, the number of guests, and whether they are traveling with a pet or a service animal.
- Then we provide the address, directions, Google Maps from the airport to the listing, and parking info.
- Of course, our guests need to get the door code for the smart locks,
- Log in instructions for the WiFi,
- Links to the digital guidebook with even more information,
- Instructions to use the TV and smart lights,
- We finish by reminding guests of the prohibitions on smoking and parties, then provide a link to additional services offered at the property.
Still, guests often ask about the door code. The issue isn't that we don’t send it, but that it gets lost in a long, detailed message.
Reduce Friction
If you want 5-star hospitality and reviews, anticipate your guests' needs and address their questions before they arise. Read “The New Gold Standard” to see how the Ritz does hospitality. When guests told us they couldn’t find their door code, we addressed the issue.
TLDR solution
To address this, we created a TLDR (too long didn’t read) check-in message that’s automatically sent 2 hours before check-in. This ensures it’s the most recent and accessible message when guests arrive at our door.
This message contains three lines (after a short greeting):
- ADDRESS
- DOOR CODE
- WIFI
That’s it. Now the guest has the three most important pieces of information for a successful check-in.
How do you reduce friction in your check-in process?