Check-in / Check-out methods, physical vs digital for conciergeries short-term rental

Here we compare these two methods to help you make the best choice.

Physical host

The home in person is to receive the traveler on-site at the time of check-in. A host, a janitor or a representative of the concierge handed the keys by hand, presents the housing and reminded of the rules of procedure. This traditional method, inspired by the B&B, provides a personalized service and the human. The presence of an interlocutor reassures passengers (especially if they are family, senior or little autonomy) and allows you to immediately respond to their questions

The concierge may, in particular, indicate the equipment, share local recommendations, and create a bond of trust. It is a real asset to the housing premium or when targeting a high-end clientele, international or less a geek

The disadvantages of a physical management 

The physical host requires a lot of organization. Host and traveller must coordinate an appointment, which reduces the flexibility of each. The unexpected (delays, cancellations) can complicate the logistics, and it becomes difficult to accept last-minute bookings or late

In addition, for each arrival and departure, a worker must move on site, which can be expensive in time and in travel. Finally, this method is difficult to scale in a period of strong activity, as it mobilizes human resources (janitors, welcome agents) to each reservation.

Home digital 

The host stand-alone uses of technology solutions to allow the traveler to enter alone in the housing : box of secure keys, locks, connected, digicodes, etc, The owner or the concierge sends prior to the traveller the access codes and instructions by e-mail or via an app. Thus, the traveler can happen at a time that suits him, without an appointment. This method is very popular with independent travelers (travelers, backpackers, late arrivals) because it offers a great flexibility in working hours

The information of the housing are provided in advance, and the traveller may take possession of the premises immediately and the D-day

The locks connected modern can even be used to create codes that are temporary only valid for the duration of the stay, improving security and simplifying management of access

The disadvantages of a digital management

The arrival of autonomous is not possible everywhere. Some housing (condominiums, old buildings, lack of access to outside) can not accommodate a box with a key or access code without special permission

In addition, it deprives the traveler of human contact, which can give an impression of less ‘warm’ than a home in person. In the event of a technical problem (failure of the lock, loss code), the risk is to let the tenant blocked, hence the interest of having a plan B with a key ministers to the 

Finally, the reception of digital request an initial investment (purchase and installation of a lock connected or key box) and good communication to provide clear guidelines for travellers prior to their arrival.

Advantages and disadvantages compared

Benefits of the physical host : human Presence reassuring, trade custom, explanations on the spot. Answers to your immediate questions, and a sense of security to the client. Ideal for highlighting a top of the range service, or host travelers less autonomous.

• Disadvantages of the physical host : Less time flexibility for the host and the tenant (need to agree on a niche market). Cost-and time-travel higher (loss of productivity). Hard to handle late arrivals or last-minute.
• Benefits of home digital : time savings, and flexibility maximum. Travellers can arrive at any time, which thins the customer experience.

 The conciergeries automates the sending of information (codes, plan, and instructions) and avoid the back-and-forth physical. Digitalization enhances the safety, through the use of codes temporary and monitoring of access (real-time notifications, historical unlock).

The host saves the reception staff and can remotely manage several properties simultaneously.

• Disadvantages of home digital : Less human contact, the traveller does not have a person to the host, which may be frowned upon by some. This method also requests a certain technological mastery of the tenant. Technically, it is necessary to install and maintain the system (batteries, network) and have a backup plan in case of a failure.

All accommodation units are not suitable (architecture, condominium, access particular). In addition, you can’t really check the status of the unit at the time of check-out without a visit.

Choice, depending on the property type and the volume

The best choice depends on the profile of the housing and the customer. In general, we recommend :

• Check-in is self-contained for : studio or small accommodation rented, people (owners or caretakers) who live far away, high volumes of bookings, customers primarily vocational or digital. This default formula ensures a process standardized and scalable.
• Home physical goods : high-end (luxury villas, guest houses), international customer base, or a non-techie, or a long stay. The custom home values service and can justify a higher price.

A lot of conciergeries opt for a mixed approach : check-in with digital basis, with the possibility to provide a home in person on client’s request. The key is to provide an experience that is easy and secure fit to housing : ‘we adapt the method to welcome your well-being and the profile of your customer. The key is to provide an experience that is simple, safe and professional, stress-free for you ‘.

The customer experience : fluency, independence, and security

In the end, the customer experience premium on the method chosen. Check-in/out successful should be smooth and reassuring. The digital has the advantage of flexibility : the travelers can happen to them when they want to, without waiting, which ‘ eliminates the constraints of delivery of keys and the delays ‘

The opinions show that an arrival stand-alone is often perceived as modern and practical, improving the experience of tenants independent

On the other hand, some visitors pays lip service to the human touch : ‘the home in person provides a sense of welcome. The presence of an officer reassures and allows you to send instructions to the housing 

Psychological safety is also an issue, namely, that a person can be contacted in case of any problem reassures, but the locks connected compensate by notifying instantly each opening and generating codes temporary impossible to re-use after the departure

In practice, the key is to communicate clearly. Whether you opt for the physical or digital, it needs to be passed on to the traveller complete information (access codes, video guides, and checklists for the start) and to remain available in case of any issue. This heats the living room and enhances the customer satisfaction.

With Zenivia automate the communication around the check-in/check-out

Zenivia offers a messaging solution automated dedicated to conciergeries short-term rentals. Thanks to the AI, it runs 24/7 for up to 90 % of trade with travelers

Specifically, Zenivia can automatically send to the tenants to the instructions of check-in (access codes, guides arrival) and re-launch by the following instructions, check-out (reminders of key drop, the condition of the premises, simplified cleaning recommendations). Multilingual and connected to the PMS (Airbnb, Booking, etc), Zenivia retrieves the essential information (characteristics of the accommodation, arrival/departure, practical guides local) to provide precise answers, and contextual.

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Your advantage : by delegating messages recurring Zenivia, the concierge earns an average of 2 hours per days, of valuable time, while ensuring instant communication and custom. Travellers will get their answers even in the middle of the night, and enhances their autonomy and the fluidity of the experience. Complex cases remain alerted to the manager via ‘ smart notifications ‘, ensuring total control. In summary, whether you choose to go for a check-in physical or stand-alone, Zenivia allows you to simplify and automate the critical phase of arrival and departure, at the service of the customer satisfaction and operational efficiency