Optimize your check-in and check-out processes
An organized check-in and a clear check-out make a huge difference in your guests’ experience. With this module, you can configure detailed instructions for arrivals, key collection, and departures for each property. This ensures your guests receive all the necessary information automatically while reducing doubts and communication errors.
Benefits of configuring check-in and check-out rules
Streamlined communication: all details are automatically sent to guests.
Fewer incidents and repetitive questions.
Centralized information: manage schedules, addresses, and contacts in one place.
Consistency: ensure uniform processes across all your properties.
What can you define in the rules?
When setting up your check-in and check-out, you can specify:
Customer service hours
Check-in time and late arrival penalties
Check-out time
Available languages
Address for arrival or key collection
Contact details for the day of arrival
Additional notes (e.g., tourist tax or special instructions)
Step by step: how to configure check-in and check-out
1. Access the module and create your rule
Go to VRMS → Accommodations → Check-in and check-out.
Click New instruction.
2. Select the check-in mode
Choose one of the following options:
Reception (keys collected at reception)
On-site staff (someone will meet the guest)
Door code
Safety box
Instructions sent by email
Direct contact for instructions
Other custom method
Useful tip
Use clear images of the key collection point (minimum 300 × 300 px, maximum 50 MB).
3. Configure customer service hours
Define seasons with start and end dates.
You can create multiple seasons if needed.
Set the schedule by day of the week:
24 hours
Continuous (with start and end times)
Split (for example, morning and afternoon)
4. Set check-in and check-out hours
Click Add next to “Seasons” to begin.
Yes, you can configure by season. Even if the schedule is the same year-round, make sure to define a season from January 1 to December 31.
There are three schedule types:
24-hour schedule
Continuous schedule (define a range of hours during the day)
Split schedule
Check-out time and late arrival penalties apply globally to each rule.
Attention to detail
Booking.com, via the Content API, only allows one check-in schedule per year (for example: January–December, from 9:00 to 18:00).If you use multiple schedules in VRMS, you’ll need to replicate them manually in the Booking.com Extranet.
5. Add alternative addresses
You can register up to two additional addresses for key collection — useful if you operate from a central office.
Required information:
Agency name
Country, province, and city
Full address (street type, name, number, floor, door, postal code)
GPS coordinates (latitude and longitude)
6. Complete contact details
Include:
The responsible person’s name
Languages spoken
Email addresses
Phone numbers (with international prefixes)
These details also appear in the confirmation templates sent to guests.
7. Add additional information
How to get there: free text, visible only on websites (not on portals).
Additional notes: special instructions, tourist taxes, or recommendations.
Languages: always translate into all the languages you use; otherwise, the field will appear blank for guests.
Best practices
Always translate your instructions into all the languages you work with.
Attach images or maps to help guests find the location easily.
If you have a single key collection point, centralize it with a default rule.
Update notes whenever local conditions change (e.g., tourist tax adjustments).
A well-configured check-in and check-out process ensures guests feel guided from the very first moment — improving efficiency and professionalism for your business.
Frequently asked questions
Can I configure multiple key collection points?
Can I configure multiple key collection points?
Yes. You can set one default rule and, if needed, create additional ones for specific properties.
What happens if I don’t translate the instruction text?
What happens if I don’t translate the instruction text?
The field will appear blank for guests in that language, which may cause confusion.
Can I use images to guide guests during check-in?
Can I use images to guide guests during check-in?
Yes. You can upload images (up to 50 MB). They are highly recommended for indicating entrances or key collection locations.
How do configured schedules affect Booking.com?
How do configured schedules affect Booking.com?
Booking.com only allows one check-in season through the Content API. For more complex schedules, you’ll need to set them manually in the Booking.com Extranet.