Automating Check-In & Check-Out in Concierge Management

1 – The booking comes in: what must trigger within 30 seconds

Everything starts here. If your software doesn't react immediately to a new booking, the entire rest of the chain rests on you. And "immediately" doesn't mean "when you open your laptop Monday morning".

1.1: Why 30 seconds, not 30 minutes

When an Airbnb booking comes in at 11 pm on a Sunday, three things need to happen without you lifting a finger. The calendars on your other platforms must be blocked to prevent double bookings. The guest must receive an initial confirmation message with the essential information. And the cleaning task for the previous check-out, if not already scheduled, must be created so the property is ready.

If any of these three steps requires your manual intervention, you are already behind. And falling behind costs you in double bookings (refunds plus negative reviews), anxious guests calling you, and unscheduled cleans that turn a Saturday changeover into a race against time. A properly integrated channel manager is the first link in this chain.

1.2: The real cost of a workflow that waits for your click

Marc manages 22 properties between Biarritz and Anglet. A typical Saturday in August: 9 check-outs in the morning, 8 check-ins in the afternoon. Before automating, he spent his morning sending codes by SMS, verifying that each housekeeping provider had the right address, and calling back guests who hadn't read the message. Since he set up his workflow, every guest automatically receives a digital guide with the full access route (photos of the gate, the door code pad, the key box), the smart lock code generated for their exact dates, and local area information. The message goes out 48 hours before arrival, then a reminder on the day. Marc's August Saturday now looks like a supervision day. He monitors the task dashboard, checks that photo proof is coming in, and only steps in for exceptions. His phone no longer rings over lost codes.

1.3: What the automated workflow actually triggers

Here is what happens in a PMS like Biloki when a booking comes in. The channel manager synchronises the calendar in real time via Channex: availability is closed on Airbnb, Booking, Vrbo and Expedia. A welcome message is automatically sent to the guest via the booking channel, with pre-filled variables (first name, dates, address). Field tasks are created: check-in, cleaning, check-out, and laundry if configured. Each task is assigned to the property's designated service provider. The access code is generated automatically if you use a Nuki or igloohome lock, with validity dates aligned with the stay.

All this without a single click. Centralised booking management is the starting point. Not the finish line.

This automated process does not replace your judgement. It frees up your attention for the cases that really need it: the guest who arrives with an unexpected baby, the owner who wants to block out a weekend, or the service provider who cancels.

2 – How to automate check-in so guests never need to call you

Check-in is the most fragile moment in the entire chain. It's where guests judge your concierge service. It's also where 80% of inbound calls are concentrated. If you automate just one thing, start here.

2.1: The 10 PM call: the real problem with manual check-in

Manual check-in has a structural flaw: it relies on human memory. You have to remember to send the instructions, at the right time, with the right code, the right access route, and while confirming that housekeeping is done. One missed link, and the phone rings. The guest who hasn't received their code by 5 PM will message you at 6 PM. If you don't respond before 7 PM, they call. If you don't pick up, they contact Airbnb. At that point, you have a 3-star review in the making, and your evening hasn't even started. This isn't a competence problem. It's a volume problem. At 5 properties, you manage. At 15, you forget. At 30, you hire someone so you don't forget. Automation eliminates the risk of forgetting — not the need for quality.

2.2: Marc, 22 properties in Biarritz, on a Saturday in August

2.3: The three layers of a check-in that runs without you

An automated check-in relies on three distinct layers. The first is communication: the unified messaging system sends the right messages at the right time, with stay details pre-filled. Biloki centralises messages from Airbnb, Booking, Vrbo and Expedia into a single inbox, with event-triggered templates.

The second layer is physical access. Nuki and igloohome smart locks generate a unique code for each booking, valid only for the duration of the stay. The entire access route (gate, stairs, keypad, door) can be configured per property with photos or videos, and is integrated into the guest guide.

The third layer is the guest guide itself. Created and sent automatically with every booking, with no app to download, and adapted to the guest's language. It contains access instructions, house rules, local recommendations, and the upselling shop. Combined, these three layers eliminate almost all arrival-related calls.

3 – During the stay: what you can automate without losing the human touch

Between check-in and check-out, there's a window that many concierge services overlook in their automation. Yet this is where 5-star reviews and additional revenue are made.

3.1: Silence during the stay — a false good idea

Many managers think that not disturbing the guest during their stay is a mark of professionalism. That's true if the guest needs nothing. It's false if the coffee machine is broken, the WiFi isn't working, or the guest is looking for a restaurant and can't find your recommendations. The real risk of silence is the surprise negative review. The guest who didn't dare write to you during the stay but who details everything in their review. An automatic message sent the day after arrival ("Is everything going well? Don't hesitate to reach out.") costs zero effort and defuses the majority of silent frustrations. This message is also the ideal moment to offer additional services: delivered breakfast, late check-out, parking space. Integrated into the guest guide via a store with Stripe payment, these services generate revenue without manual intervention.

3.2: The day-2 message and the guest store

In Biloki, the during-stay follow-up message is configured just like the others: a template with variables, triggered automatically a set number of hours after check-in. You write it once, and it is sent for every stay, via the correct channel (Airbnb, Booking, WhatsApp).

The upselling shop is integrated into the guest guidebook. Guests can view available services, order, and pay directly. You receive the order, and the service provider receives the task. Biloki charges a 1.25% commission on these sales; everything else goes to you.

This isn't just a gimmick. For a portfolio of 20 properties in a tourist area, three or four well-chosen services (early arrival, breakfast hamper, late check-out) can generate a significant additional income over the season. Above all, it improves the guest experience without taking up your time.

3.3: What stays human — and why that's better

Not everything during the stay can be automated, and that's a good thing. A guest reporting a leak under the sink needs a fast, precise, human response. A couple celebrating an anniversary asking for a restaurant recommendation deserves a personal message. Automation doesn't replace the human. It frees the human to step in when it matters. If your software handles routine messages, access codes, housekeeping tasks, and upsells, then when the phone rings, it's a real issue. Not a lost code. That's the difference between a concierge service overwhelmed by its volume and one that has it under control. The automated workflow doesn't eliminate your added value. It concentrates it on the moments where it makes a difference: problem resolution, owner relationships, on-the-ground quality.

Is your workflow solid — or does it hold together out of habit?

The complete workflow, from booking to departure, is handled by four automated triggers: calendar synchronisation and task creation upon booking, sending the guest guide and access codes before arrival, tracking and upselling during the stay, and cleaning validation and owner reporting upon departure.

If you are still managing any of these steps via text message, spreadsheet, or memory, every additional property adds risk instead of revenue.

Biloki covers this entire chain in a single platform, starting from €13.59 per month, with no commission on bookings and no long-term contract. Our one-month free trial, which requires no credit card, lets you wire up your workflow to your actual properties rather than just comparing it on paper.

Try Biloki free for 1 month or book a demo to see the workflow in action with your own portfolio.

Automating check-in and check-out in concierge management: the complete workflow from booking to guest departure