The Check-Out Message: How to Leave the Best Last Impression

A typical scenario in Croatian tourism: a German guest leaves an apartment in Split, leaves the keys on the table, and departs without saying goodbye. Even if the stay was perfect, the host loses a valuable review on the Booking.com platform. The reason is usually the lack of quality final communication.

The last message a guest receives has an asymmetrical impact on the overall impression and final rating. While check-in focuses on arrival logistics, the check-out message capitalizes on built trust. Professional hosts in Croatia use this tool to automate processes and increase their review count.

Here is how to structure a message that leaves the best impression and maximizes guest return rates.

— 01Why the Timing of Your Check-Out Message Is Crucial

The best time to send a check-out message is the evening before departure, ideally between 18:00 and 20:00. This window allows guests to read the instructions peacefully before they start packing their suitcases, completely avoiding the stress of a rushed morning departure.

Sending the message on the morning of departure has proven counterproductive for operations. Guests are in a hurry, focused on flights, ferries from Split, or driving toward the border. Morning messages are therefore easily left unread, while evening messages are usually read at leisure.

Timely communication gives the guest an opportunity to ask questions if the instructions are unclear. It also leaves enough time to report any potential damages before the cleaning crew takes over the property.

— 02A Warm Thank You as the Foundation of Professional Communication

A warm, personalized thank you at the beginning of the message shows appreciation for their visit and sets a positive tone. This simple psychological tool activates the rule of reciprocity, which directly influences the guest's willingness to leave an excellent rating.

Generic phrases like "Thanks for staying" are no longer sufficient in highly competitive destinations like Dubrovnik or Rovinj. Instead, professionals use personalized variables to stand out. Mentioning a specific detail from the beginning of the stay creates a sense of authentic care.

Guests who experience a personal approach are often more forgiving of minor flaws in the accommodation. Expressing gratitude is the first key step in transforming an ordinary passerby into a brand ambassador in the market.

— 03Practical Departure Instructions That Save Time

Precise check-out instructions make the cleaning crew's job faster, since they don't waste time looking for keys, taking out trash or switching off appliances. Informing guests about exactly where to leave the keys, what to do with the trash, and how to turn off appliances prevents morning confusion.

Cleaning an apartment of around 60 square meters usually takes roughly an hour to an hour and a half. Every minute saved during the peak summer season is crucial for maintaining quality. That is why clearly communicating operational expectations is extremely important.

Check-out instructions should contain the following key elements:

• Exact check-out time (clearly communicated deadline, e.g., by 10:00)
• Key location (returning to a lockbox, safe, or leaving on the table)
• Trash disposal (where exactly the outdoor public containers are located)
• Turning off appliances (switching off air conditioning, water heaters, and lights)
• Closing windows (securing the property against sudden summer storms)

When a guest leaves the property, the host has an administrative obligation to check them out. You must deregister the guest in eVisitor, Croatia's national guest registration system, within 24 hours of departure ^[1] — this is a legal obligation for hosts.

— 04A Subtle Call for a Review at the Right Time

A personal review request in the check-out message is often more effective than the platforms' automated emails. The request must be subtle and focused on feedback, entirely avoiding aggressive demands for a perfect score.

Booking.com and Airbnb send their own reminders to guests, but these often end up ignored inside cluttered email inboxes. A personal message from the host usually carries more weight. It is important to emphasize to the guest how much their public opinion helps future travelers when choosing accommodation.

This communication approach takes the pressure off the guest while simultaneously reminding them of the importance of reviewing. More positive reviews can improve your visibility on the platforms, which also helps in the challenging pre-season and post-season. Important: Airbnb prohibits pressuring guests or offering anything of value in exchange for a review ^[2], so never tie your review request to a discount or gift.

— 05Offers for the Next Visit and Building Direct Bookings

Providing a 10% to 15% discount for a return visit or a referral to friends turns one-time visitors into loyal guests. Direct bookings carry no platform commission, which strengthens your business in the long run.

Caution: never send a direct-booking offer through Airbnb or Booking.com messages. Airbnb explicitly prohibits offering discounts to book off-platform ^[3], and breaking the rules can lead to restrictions or profile suspension. Check Booking.com's terms on the Partner Hub.

Since commission on platforms like Booking.com is often around 15% or more (depending on your contract and programmes), a 10% discount on a direct booking can benefit both sides: the guest pays less, and you keep more than you would after commission. Check the exact rate in your contract with the platform.

To make it work, simply leave a card with a promo code and your contact details in the apartment, or mention the offer in person at departure. A WhatsApp number on the card makes it easy for guests to reach you for their next Adriatic holiday.

— 06A Concrete Example of the Ideal Check-Out Message

Creating the perfect message requires a careful balance between warmth and informativeness. An overly long message will be skipped on small screens, while one that is too short appears cold and unprofessional.

Here is an example of how BookiApp recommends structuring the final communication, optimized for quick reading on mobile devices on the go:

"Dear {guest name}, we hope you thoroughly enjoyed your stay in Hvar! Since tomorrow is your departure day, we are sending brief check-out instructions (by 10:00 at the latest). Upon leaving, please turn off the air conditioning and close the windows. Feel free to leave the keys in the lockbox next to the front door. You can dispose of the trash in the container at the end of the street. Your feedback is incredibly important to us. We would be very grateful if you could spare a minute to leave a review on the platform so that other travelers know what to expect from our accommodation. Thank you once again for staying with us. Have a safe trip, and we hope to see you again!"

This specific template covers all five key elements, maintaining a professional and cordial tone without using unnecessary words. By using this standardized format, hosts ensure flawless guest departures and build a solid foundation for successful future seasons.