The moment an inquiry comes in, we take over. Here’s the full flow from inquiry to checkout.
Inquiry Received: We Respond First
A potential guest sends an inquiry through Airbnb asking about your property or requesting a booking. This is where most hosts lose money—they respond slowly, the guest books elsewhere, and the opportunity is gone. We respond within one hour, every time. Standard Plan includes 24/7 inquiry response.
Our response accomplishes three things: it confirms the property is available, answers their specific questions, and qualifies them as a legitimate guest. We look at their profile—review count, history, response rate—to assess reliability. If something seems off (brand new profile, no reviews, unclear booking intent), we ask qualifying questions. We’re not rude about it; we’re just careful.
Response quality matters. A quick “yes, available” gets fewer confirmations than “yes, available for those dates—here’s what you’ll love about your stay.” We make them excited.
Booking Confirmed: Guest Screening
Once they confirm, we check them against Airbnb’s guest review history and our own database of problematic guests (that we share with other C&C hosts—one bad guest doesn’t surprise us twice). We look for patterns: lots of single-star reviews from hosts, complaints about damage or noise, cancellation history. Green light? We confirm and move to pre-arrival.
Red flag? We communicate. Maybe the guest had one bad experience and their reviews have improved. Maybe the reviews are old. We don’t automatically decline—we’re just more cautious. We know early warnings prevent problems.
Pre-Arrival: 24 Hours Before Check-In
One day before check-in, we send the guest a detailed pre-arrival message. This is where good property management shows up. The message includes:
- Exact check-in time and instructions (which door, code or lockbox location, how to handle contact if they arrive early or late)
- Wi-Fi network and password
- House rules recap (quiet hours, parking, no smoking, etc.)
- How to reach us if they have questions or issues during their stay
- Where things are (thermostat, fuse box, emergency numbers)
- Appreciation—”we’re excited to host you”
This message prevents 80% of check-in friction. Guests show up prepared, not confused. They know how to get in, how to use the Wi-Fi, and how to reach help. It sounds simple, but it’s the difference between smooth checkins and late-night calls from confused guests.
Check-In Coordinated (We Handle It)
Check-in day arrives. If you’ve set up a smart lock, guests enter with their code. We monitor to confirm they got in. If it’s a lockbox, the same. If it’s manual, we coordinate timing with you. We’re managing the logistics so you don’t get a 4 PM call because the guest showed up at 2 PM.
If there’s an issue—guest can’t get in, lockbox code doesn’t work, they’re early—we handle it. We call the guest, troubleshoot, and get them into the property. Zero friction.
Mid-Stay Check-In: Day 2–4
Mid-way through the stay, we send a check-in message: “How’s everything going? Any questions or issues?” This is not annoying; it’s proactive. Most guests appreciate that someone cares enough to ask. For hosts, it’s early-warning detection. If the guest is unhappy about something (broken appliance, noisy neighbors, thermostat issues), we find out now—not in the checkout review.
We can resolve issues real-time. Toilet running? We arrange a plumber. AC not working? We troubleshoot or call HVAC. Guest realizes they need fresh towels? We arrange delivery. This is what separates good STR management from hosting on a platform and hoping for the best.
Checkout Day
The night before checkout, we send a final message: checkout time, departure instructions, and how to leave the property (thermostat, lights, locks, trash). We ask them to leave the place as they found it. Clear expectations prevent disputes about damage or cleaning fees.
Checkout time arrives. Guests leave. We confirm the property is secure, assess condition, and note any damage (photos documented). If damage is significant, we handle the claim process. If it’s minor wear, we log it and move on—normal turnover.
Review Request and Payout
Within hours of checkout, we send a checkout message thanking them for their stay and requesting a review. Guests are most likely to leave reviews immediately after departure. A thoughtful message increases review rate by 30%. We ask them specifically what they loved about the property, which gives us feedback on what’s working.
Airbnb processes the payout. If it’s direct deposit, it hits your account within 3–5 days. We verify payout accuracy on our end and flag any issues (rare, but we catch them).
Turnover Coordination**
If the next guest arrives today or tomorrow, we coordinate cleaning immediately. If there’s a gap, the property sits secure. We take photos of condition, flag any maintenance issues, and queue repairs if needed. You never have to think about this.
The Timeline: Inquiry to Turnover**
Inquiry arrives → we respond within 1 hour → guest books → we screen and confirm → pre-arrival message sent 24 hours before → check-in coordinated → mid-stay check-in sent → checkout handled → review requested → payout processed → turnover managed.
Colby & Conrad manages every step of this process. It’s automated where it can be, human-reviewed where it matters. Your job: host the property and keep it ready. Our job: everything else.
This is why Standard Plan hosts sleep better. The process runs regardless of time zone, day of week, or how busy you are in your day job. It’s reliable, it’s transparent, and it’s designed to maximize both guest satisfaction and your revenue.
