A step-by-step guide to the check-in and check-out process for your Airbnb guests

A step-by-step guide to the check-in and check-out process for your Airbnb guests.

A Step-by-Step Guide to the Airbnb Check-In and Check-Out Process for Your Arequipa Property

As a property owner and investor in Arequipa's thriving short-term rental market, mastering the check-in and check-out process for your Airbnb guests is paramount. Beyond simply handing over keys, these interactions are critical touchpoints that define guest experience, protect your investment, and ensure compliance with Peruvian legal requirements. This guide, drawing on our extensive experience in Arequipa real estate, provides a detailed, practical framework to professionalize your rental operations.

Our focus is on proactive due diligence, adherence to local law, and practical strategies that safeguard your asset while fostering positive guest relations in the White City.

Phase 1: Pre-Arrival Preparations (For Both Check-In & Check-Out)

Before any guest arrives or departs, thorough preparation is essential. This proactive phase minimizes surprises and streamlines the entire process.

  1. Establish Clear Communication Channels:

    1. Airbnb Platform: Maintain all primary communication through the Airbnb platform for documentation purposes.
    2. Alternative Contact: For urgent matters, request a guest's WhatsApp number or local contact number after booking confirmation. Provide your own.
    3. Welcome Packet (Digital & Physical): Prepare a comprehensive guide including:
      1. Property address with GPS coordinates.
      2. Clear directions from Rodríguez Ballón Airport (AQP) or the main bus terminal.
      3. Wi-Fi network name and password.
      4. Emergency contact numbers (your own, local police, ambulance, fire department).
      5. Local recommendations (restaurants, sights in Yanahuara, Cayma, Centro Histórico).
      6. Instructions for appliances, waste disposal, and local utility usage (e.g., water conservation, gas cylinder safety).

  2. Property Readiness and Maintenance:

    1. Impeccable Cleaning: Ensure your property is spotless. In Arequipa, guests expect high standards, especially in desirable areas like Yanahuara or Cayma.
    2. Stock Essential Supplies: Toiletries, fresh linens, towels, basic kitchen condiments, a supply of potable water, and a filled balón de gas (gas cylinder for the stove/water heater, common in Peru).
    3. Safety Checks:
      1. Verify smoke detectors and carbon monoxide alarms (if applicable) are functional.
      2. Check that the fire extinguisher (highly recommended) is accessible and charged.
      3. Inspect all electrical outlets and appliances for any visible damage. Peru's electrical systems can vary; ensure safety.
      4. Confirm all locks on doors and windows are secure and in good working order.

  3. Detailed Inventory and Condition Report:

    1. Create a Master List: Document every significant item in the property (furniture, electronics, kitchenware, decorative items).
    2. Photographic Evidence: Take high-resolution, time-stamped photos or a video walkthrough of the entire property before each guest's arrival. This is your primary defense against disputed damages.
    3. Utility Meter Readings: Record the readings for electricity (Electrosur) and water (S.E.A.L.) before check-in. While short-term rentals often include utilities, this is crucial for tracking consumption and for longer stays or disputes.

  4. Legal Documentation & House Rules:

    1. Basic Rental Agreement/House Rules: Even for short stays, a concise document outlining your house rules (e.g., quiet hours, no smoking, visitor policy) and guest responsibilities is advisable. Have guests acknowledge it, even if just digitally via the Airbnb platform.
    2. Identification Requirements: Be prepared to collect guest identification details as required by Peruvian law (see "Local Context" below).

Phase 2: The Check-In Process - A Step-by-Step Guide

The check-in is your opportunity to set a positive tone and ensure the guest understands both the property and their responsibilities.

Step 1: Initial Welcome & Identification Verification

  1. Warm Arequipeñan Welcome: Greet your guests personally if possible. Offer a refreshing drink or a small local treat (e.g., chocotejas).
  2. Verify Guest Identity:
    1. Peruvian Citizens: Request their Documento Nacional de Identidad (DNI).
    2. Foreigners: Request their Passport or Carné de Extranjería (Foreigner's ID Card).
    3. Record Details: Legally, you are required to record guest information for short-term rentals, particularly for foreigners. While Airbnb often facilitates some of this, the ultimate responsibility for collecting and securely storing guest identification data as per Peruvian law lies with the host. A simple logbook or digital record is sufficient.
    4. Match Reservation: Cross-reference the ID with the booking name on Airbnb.

Step 2: Joint Property Tour & Inventory Review

  1. Guided Tour: Walk the guests through the property, highlighting key features, appliances, and amenities.
  2. Inventory Confirmation: Present your inventory list and photos. Conduct a brief, joint inspection of high-value items and overall property condition. While a full item-by-item check can be time-consuming for short stays, emphasize major furniture, electronics, and overall cleanliness. Have guests verbally confirm or initial a brief statement of agreement on the initial condition.
  3. Document Any Discrepancies: If guests identify any pre-existing issues (e.g., a scratch on a table), document it immediately with a photo and note, and acknowledge it to avoid disputes later.

Step 3: Explaining House Rules & Local Nuances

  1. Review House Rules: Briefly go over the most critical house rules (e.g., no parties, specific waste disposal methods, quiet hours).
  2. Utility Usage & Conservation:
    1. Water (S.E.A.L.): Emphasize water conservation. Arequipa, despite its rivers, can face water stress. Explain how the hot water system works (often electric tank heaters or terma).
    2. Electricity (Electrosur): Explain how to turn on/off main breakers if necessary. Advise against overloading circuits, especially in older properties. Mention the voltage is typically 220V.
    3. Gas (Balón de Gas): If using gas cylinders for the stove or water heater, demonstrate how to operate them safely and where to find a spare or contact you for a refill. Stress the importance of turning off the valve when not in use.
  3. Waste Management: Explain the local recycling and waste collection schedules, which can vary by urbanización (neighborhood).
  4. Security Measures: Show guests how to properly lock all doors and windows, operate any alarm systems, and emphasize general neighborhood security practices. Advise guests to use the safe for valuables if one is provided.
  5. Emergency Procedures: Point out the fire extinguisher, explain emergency exit routes, and where to find the emergency contact list (local police 105, fire department 116, ambulance 106).

Step 4: Key Handover & Emergency Contacts

  1. Key Provision: Hand over all necessary keys (main door, gate, bedroom if applicable). If using smart locks, explain the code and entry process.
  2. Emergency Contact Reinforcement: Reiterate who to call in an emergency (your number, local police 105, fire department 116, ambulance 106). Ensure these are clearly visible in the property.

Step 5: Payment & Security Deposit (If Not Fully Handled by Airbnb)

  1. Clarify Financials: If any part of the payment (e.g., local tourism tax if applicable, extra services) or a separate security deposit is handled outside the Airbnb platform, clearly explain the amount, currency (Peruvian Soles - PEN, or US Dollars - USD), and accepted payment methods (cash, bank transfer to a Peruvian account).
  2. Security Deposit Protocol: Explain the conditions for the security deposit refund and the timeframe (e.g., within 48-72 hours post-check-out, after inspection). Ensure this aligns with Airbnb's policies if the deposit is managed through them.

Phase 3: The Check-Out Process - A Step-by-Step Guide

The check-out process should be as smooth and efficient as check-in, ensuring your property is left in good order and guests depart satisfied.

Step 1: Pre-Departure Communication

  1. Check-Out Reminders: Send a polite reminder 24 hours before check-out regarding the departure time and any specific requests (e.g., taking out trash, washing dishes).
  2. Key Return Instructions: Confirm how keys should be returned (e.g., hand-off, lockbox).

Step 2: Final Property Inspection & Inventory Check

  1. Joint Inspection (Ideal): Whenever possible, conduct a final walkthrough with the departing guests. This allows for immediate discussion of any issues.
  2. Compare to Check-In Report: Use your initial inventory list and photos to quickly assess the property's condition. Look for:
    1. Damages: Scratches, breaks, stains on furniture, walls, or appliances.
    2. Missing Items: Verify all items on the inventory are present.
    3. Excessive Mess: While basic cleaning is expected, flag any unusual mess that would require extraordinary cleaning efforts.
  3. Document Findings: Take new, time-stamped photos of any damage or missing items. Discuss these findings transparently with the guest.
  4. Utility Meter Readings: Record the final electricity (Electrosur) and water (S.E.A.L.) meter readings. This is vital for your own tracking and potentially for long-term rentals or utility cost disputes.

Step 3: Key Collection

  1. Retrieve All Keys: Confirm all sets of physical keys and access fobs are returned. If using smart locks, ensure the guest code is deactivated.

Step 4: Security Deposit Reconciliation

  1. Determine Deductions: Based on the inspection, decide if any deductions from the security deposit are necessary for damages or missing items.
  2. Transparent Communication: If deductions are made, clearly explain the reasons, provide photographic evidence, and present an itemized cost estimate. Follow Airbnb's resolution center process for formal claims.
  3. Prompt Refund: Process the refund of the remaining security deposit as quickly as possible, adhering to the timeframe communicated during check-in. This builds trust and encourages positive reviews.

Step 5: Guest Feedback & Farewell

  1. Solicit Feedback: Ask guests about their stay in Arequipa and at your property. This valuable insight can help you improve.
  2. Polite Farewell: Thank your guests for choosing your property. A positive final interaction can significantly influence their review.

Local Context & Critical Warnings for Arequipa Property Owners

  1. Peruvian Legal Compliance (Guest Registration): For any tourist accommodation in Peru, it is a legal requirement to collect identification details from all guests. For formally registered accommodations (like hotels), there are specific reporting procedures, often involving Migraciones or local police through a Ficha de Registro. While private Airbnb hosts generally operate under less stringent, but still binding, regulations, you are ultimately responsible for collecting and securely storing guest ID information (DNI for Peruvians, Passport/Carné de Extranjería for foreigners) as part of your due diligence and for potential audits. Failure to comply can result in fines.
  2. Tax Implications: Rental income in Peru, including short-term rentals, is subject to Impuesto a la Renta (Income Tax) and potentially Impuesto General a las Ventas (IGV, or VAT) if you operate as a registered business. Consult with a Peruvian accountant (contador) to ensure you are meeting your tax obligations.
  3. Utility Management:
    1. Water (S.E.A.L.): Arequipa is conscious of water use. Educate guests on conservation. Power outages can sometimes affect water pumps in buildings, leading to temporary service interruptions.
    2. Electricity (Electrosur): Power surges are less common in Arequipa than in some other regions, but advise guests to unplug sensitive electronics during thunderstorms or if they leave the property for extended periods. The standard voltage in Peru is 220V.
    3. Gas (Balón de Gas): Most kitchens use gas cylinders. Ensure they are safely installed, and teach guests how to operate them. Always have a spare or a reliable contact for refills.
  4. Historic Center Regulations: If your property is within Arequipa's UNESCO World Heritage Historic Center, there are strict regulations regarding property modifications, noise levels, and potentially guest behavior. Be aware of these rules and communicate relevant aspects to your guests.
  5. Security Practices: While Arequipa is generally safe, standard urban precautions are always recommended. Advise guests on being aware of their surroundings, particularly at night, and securing their belongings. Ensure your property has robust locks and consider security cameras for common areas (with clear disclosure to guests).
  6. Documentation is King: From the initial inventory to damage reports, and particularly guest identification, meticulous documentation is your best defense against disputes and ensures legal compliance. Maintain digital backups of all records.

By diligently following these steps and understanding the specific nuances of Arequipa's operational environment, you can ensure a professional, secure, and highly-rated experience for both you and your Airbnb guests. This not only protects your investment but also contributes to Arequipa's reputation as a welcoming destination for international visitors.

⚠️ Legal Notice: Consult a Local Lawyer. The information provided in this article is for general guidance and informational purposes only, and does not constitute legal or professional advice. Real estate laws and regulations in Peru, and specifically in Arequipa, can be complex and are subject to change. We strongly advise all property owners and investors to consult with a qualified, licensed Peruvian real estate attorney and tax professional for advice tailored to their specific situation before making any investment or operational decisions.

Ready to optimize your Arequipa property investments? Visit ArequipaRealEstate.com for expert guidance and comprehensive services.

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