Your digital guest agreement is key to smooth check-ins—setting clear expectations, minimizing misunderstandings, and laying the foundation for a great stay. From hotel policies to check-in instructions, it should communicate important terms of the stay, so guests understand what’s expected of them.
WebRezPro includes customizable guest agreements that can be used for hotel guest self check-in or vacation rental agreements. Also known as digital registration forms, agreements are sent to guests prior to arrival via automated email templates. Once signed, agreements are automatically attached to the guest’s reservation, giving your team immediate visibility. This streamlined process facilitates self check-in so that guests can reach their rooms quickly and easily.
While your digital guest agreement should be concise, it must still cover the essentials. Include the following information to pave the way for smooth, stress-free check-ins.
Guest Information
A guest agreement is more than just a confirmation of policies. It’s also an opportunity to collect the guest registration details you need:
- Contact details such as email address and mobile phone number, which are invaluable to your marketing outreach. In fact, SMS messages boast a 98 percent open rate, making this channel especially powerful for not only promotions but sharing important property information, including mobile keys, Wi-Fi codes, restaurant hours, and more. Take advantage of your guest agreement to confirm guest contact information and allow guests to update it if needed.
- Photo ID (government issued) to prevent fraud and chargebacks. As of 2022, 5-6 percent of hospitality industry revenue was lost to fraud, so don’t neglect this basic security measure. Always verify the condition of the ID—any signs of damage or tampering should raise a red flag.
- Credit card information (if your property requires a credit card on file or payment upon check-in). With WebRezPro, you can configure guest agreements to automatically collect due payment upon submission and require guests to authorize credit card use for specific charges, e.g., deposits, room costs, cancellation fees, and incidentals.
- Vehicle information is necessary as well if your property offers parking. You don’t want to accidentally tow a guest!
- Guest signature. Your guest agreement isn’t an agreement without it. Guests should digitally sign the agreement to confirm acknowledgement of your property’s terms and conditions.
Reservation Details
Dot your i’s and cross your t’s by confirming the guest’s reservation details:
- Booking information, including stay dates, number of adults and children, room type, and reservation number. In WebRezPro, this information appears on the default guest agreement email template. This gives guests peace of mind and provides them the opportunity to make any necessary adjustments before arrival—reducing surprises at check-in.
- Property name. This not only eliminates potential confusion—ensuring guests don’t show up at Ocean View Motel when you’re Ocean Dreams Motel—but also reinforces your brand identity.
- Payment and fees, including deposits, pet fees, damage charges, and any other applicable costs. Transparent cost communication not only builds guest confidence and minimizes misunderstandings but also serves as valuable documentation to support your case in the event of a chargeback dispute.
House Rules & Policies
All terms and conditions of stay—whether related to smoking, visitors, pets, quiet hours, health protocols, or beyond—should be plainly outlined in your guest agreement:
- Housekeeping information is important because housekeeping frequency and practices have become significantly varied across the industry since the pandemic. By setting transparent expectations, you prevent miscommunications and poor reviews.
- Penalties for policy violations need to be communicated in a straightforward manner. Guests should know that they will be unceremoniously marched down the hall and out the door if they keep half the hotel up past 3am.
- Liability. Protect your property by outlining liability policies in the event of unforeseen incidents—whether it’s theft, injury, or accidents involving on-site amenities like the pool or fitness center. Even in the most well-managed properties, accidents can happen, so it’s essential to be prepared.
Note that your liability clause can only protect you in accordance with local laws, so familiarize yourself with those laws and what rights guests are entitled to in your area.
Check-in Instructions
Explicit arrival instructions are essential, especially when offering self check-in:
- Arrival instructions give guests confidence and help ensure a smooth start to their stay. Include check-in time, where to park, where to find reception, and how guests can reach you for assistance.
- Self check-in instructions are crucial if guests can skip the front desk entirely. Clearly outline the steps to follow upon arrival, including entry method (lockbox, PIN code, mobile key, etc.), and time access is granted. The speed and convenience of self check-in resonate with today’s guests—using self-service technology can reduce the check-in time from six to two minutes per guest. Self check-in isn’t the way of the future. It’s the way of the present.
- Guest communication. Check-in instructions should include ways guests can reach out during their stay, whether by phone, text message, or a quick visit to the front desk. Encourage them to report any concerns right away so your team has the opportunity to resolve them promptly. After all, there’s nothing more disappointing than reading a negative review about something that could have been easily addressed.
Readability
Your guest agreement should be straightforward and easy to skim. Remember the last time you thoroughly read each word of a terms and conditions agreement? Neither can your guests.
WebRezPro’s pre-formatted agreement ensures readability with clear sections. Fees are listed in a separate cost breakdown, not hidden within dense paragraphs.
By presenting your policies in a well-organized, easy-to-read agreement and establishing clear expectations for each stay, you create a foundation for a smooth, enjoyable experience—for both your guests and your team.
