The 5-Minute Turnaround Checklist: How I Reduced Guest Questions by 80%

The Problem with Rushed Turnovers

You know the feeling. The cleaner just left, the next guest checks in at 4pm, and you are hoping everything is perfect. Then your phone buzzes. "Hey, what is the WiFi password?" Then again. "Where do we park?" And again. "How do we turn on the hot tub?"

I used to get 8-10 messages like this for every single booking. Not because I had not documented everything. I had a beautiful digital guidebook with all the answers. The problem was the gap between what I prepared and what guests actually experienced when they walked in.

After tracking my guest messages for three months, I realized something. Most questions came from things that were slightly different from what my guidebook described. The WiFi password was right, but guests could not find the router. The parking instructions were clear, but the spot number had faded. Small disconnects that added up to a flood of messages.

The 5-Minute Checklist That Changed Everything

I developed a simple routine that takes about 5 minutes after every turnover. It is not about cleaning. Your cleaner handles that. It is about making sure what guests see matches what your guidebook says.

Here is the exact checklist I use:

1. WiFi Reality Check (30 seconds)

• Connect your phone to the WiFi using the password in your guidebook
• Confirm the network name matches exactly (capitalization matters)
• Check that the WiFi QR code is visible and not covered

Why this matters: WiFi questions are the #1 message I used to receive. A 30-second check eliminated almost all of them.

2. Entry Experience Walk-Through (60 seconds)

• Stand outside the front door like a guest arriving for the first time
• Test the door code or lockbox. Does it work smoothly?
• Check that house numbers are visible from the street
• Confirm the porch light works (for evening arrivals)
• Look for anything that might confuse someone finding the entrance

Why this matters: Guests are anxious when they arrive. Anything that creates friction triggers a message. This includes a sticky lock, dim lighting, or confusing signage.

3. Quick Tech Test (90 seconds)

• Turn on the TV. Does it go to the right input?
• Check that streaming apps are logged in (or logged out, per your policy)
• Test the thermostat. Is it set to a comfortable arrival temperature?
• If you have smart home devices, confirm they respond
• Check the coffee maker has a fresh filter and instructions nearby

Why this matters: Tech questions are the second biggest category of guest messages. A quick test catches 90% of issues before guests discover them.

4. Guidebook Visibility Scan (45 seconds)

• Is your main QR code prominently displayed? (I put mine on the fridge)
• Are appliance-specific QR codes still in place? (TV, coffee maker, etc.)
• Is there a simple "Start Here" card visible on the counter?
• Check that QR codes are not damaged, faded, or covered

Why this matters: The best guidebook in the world does not help if guests do not know it exists. Making it visible is half the battle.

5. The "Fresh Eyes" Sweep (60 seconds)

• Walk through as if you have never been here before
• What would confuse you? What would you ask about?
• Check for anything that looks different from your guidebook photos
• Note anything that needs updating in your guidebook

Why this matters: We become blind to our own properties. This quick perspective shift catches things we would otherwise miss.

The Results: Before and After

I tracked my guest messages for 3 months before implementing this checklist, then 3 months after. Here is what changed:

Before the checklist:

• Average 8-10 messages per booking
• 60% were about things already in my guidebook
• Most came within the first 2 hours of check-in
• Peak messaging time: 4-7pm (right when I wanted to relax)

After implementing the checklist:

• Average 2-3 messages per booking
• Most were genuine questions or special requests
• Check-in hour messages dropped by 85%
• More messages were "thank you" notes than questions

The 5 minutes I spend on this checklist saves me 30-45 minutes of messaging per booking. More importantly, it means guests have a smoother experience and I am not glued to my phone during check-in hours.

Why This Works: The Guidebook Connection

The secret to this checklist is not just checking things. It is making sure reality matches your documentation.

Most guest questions fall into one of three categories:

1. "I could not find the answer": They did not know your guidebook existed or could not access it. The QR code visibility check solves this.

2. "The answer did not match reality": Your guidebook says one thing, but the property shows something different. The walk-through catches these disconnects.

3. "Something did not work as expected": The TV was on the wrong input, the WiFi was down, the door code stuck. The tech test prevents these.

When your property matches your guidebook perfectly, guests trust the guidebook. When they trust it, they check it before messaging you. That is the whole game.

Making It Sustainable

Five minutes sounds easy, but consistency is hard. Here is how I made this checklist stick:

I do it myself when possible. Even though I have cleaners, I try to do the 5-minute check personally. It keeps me connected to the guest experience and catches things cleaners might not think about.

When I can not be there, I trained my cleaner. I created a simple one-page version of this checklist with photos. My cleaner sends me a quick "all clear" text after completing it. It adds 5 minutes to their visit, which I happily pay for.

I update my guidebook immediately when something changes. If I notice during the checklist that something is different, like a new WiFi password, replaced coffee maker, or moved furniture, I update my digital guidebook right then. Takes 2 minutes on my phone with Stay Pilot.

I review my guest messages monthly. Every month, I look at the questions I received and ask: could my checklist have prevented this? If yes, I add it to the routine.

The Printable Checklist

Here is the condensed version you can print and use:

5-MINUTE PRE-CHECK-IN CHECKLIST

• ☐ WiFi: Test connection with guidebook password
• ☐ WiFi: QR code visible and undamaged
• ☐ Entry: Door code/lockbox works smoothly
• ☐ Entry: House numbers visible, porch light works
• ☐ TV: Turns on to correct input
• ☐ TV: Streaming apps status matches guidebook
• ☐ Climate: Thermostat set to comfortable temp
• ☐ Kitchen: Coffee maker ready with instructions
• ☐ Guidebook: Main QR code prominently displayed
• ☐ Guidebook: Start Here card visible
• ☐ Fresh Eyes: Quick walk-through for anything confusing

Start Today

You do not need fancy systems or expensive tools to reduce guest questions. You need a reliable process that connects your preparation to your documentation.

This 5-minute checklist has saved me hours of messaging time and made my guests happier. The key insight: it is not enough to have answers documented. You need to make sure guests can find them and trust them.

If you do not have a digital guidebook yet, that is where to start. Stay Pilot makes it easy to create one in minutes, complete with QR codes you can print and place around your property. Then use this checklist to make sure your property and guidebook stay in sync.

Five minutes per turnover. Eighty percent fewer questions. Try it on your next booking and see the difference.