Guest Check-In Process
Last updated: November 2025
First impressions matter! Learn how to provide a smooth, professional check-in experience for your guests while keeping accurate records in InnGO.
Standard Check-In Time
Most Nigerian hotels use:
- Check-in time: 2:00 PM (14:00)
- Early check-in: Subject to availability, may incur fee
- Late check-in: After 10:00 PM, coordinate in advance
💡 Flexibility Tip: If room is ready earlier, allow early check-in free of charge. Guest satisfaction beats rigid policies!
Pre-Arrival Preparation
Day Before Guest Arrival
Step 1: Review next day's arrivals in InnGO dashboard
Step 2: Verify all rooms are clean and ready
Step 3: Check room amenities (AC, water heater, TV, WiFi)
Step 4: Prepare room keys/key cards
Step 5: Send reminder message to guests confirming arrival time
Morning of Arrival
- Print arrival list from InnGO
- Brief reception staff about expected guests
- Ensure generator has fuel (NEPA backup)
- Stock reception with pens, registration forms, receipts
- Check POS terminal is working
Step-by-Step Check-In Process
When Guest Arrives
Step 1: Warm Welcome
- Greet guest with smile
- "Welcome to [Hotel Name]! Do you have a reservation?"
- Offer to help with luggage if possible
Step 2: Locate Booking
- Open InnGO dashboard → Bookings
- Search for guest name or booking reference
- Verify booking details match
- Check booking status shows "Confirmed"
Step 3: Verify Guest Identity
- Request valid ID (Passport, National ID, Driver's License, Voter's Card)
- Check ID name matches booking name
- If mismatch, verify with guest (nickname, middle name, etc.)
- Scan or photocopy ID for records
⚠️ Security Requirement: Nigerian hotels must verify and record guest ID information. This protects both hotel and guest.
Step 4: Review Booking Details
- Confirm check-in and check-out dates with guest
- "You're staying with us until [date], correct?"
- Verify room type
- Review any special requests in booking notes
Step 5: Collect Outstanding Payment
- Check payment status in InnGO
- If "Partial" or "Unpaid", collect balance
- Accept: Cash, Bank Transfer, POS card payment
- Issue receipt immediately
Step 6: Update Booking in InnGO
- Click on the booking
- Change status from "Confirmed" to "Checked In"
- Update payment amount if balance collected
- Mark payment status as "Paid"
- Click Save/Update
Step 7: Provide Room Information
- Give guest room key
- State room number clearly
- Provide WiFi password
- Explain amenities (breakfast, restaurant, gym, etc.)
- Share emergency contact number
Step 8: Show Guest to Room (Optional)
- Especially helpful for first-time guests
- Demonstrate AC, TV, water heater
- Point out safety features
- Ask if everything is satisfactory
Walk-In Guest (No Reservation)
When guest arrives without booking:
Step 1: Check room availability in InnGO
Step 2: Show available rooms and prices
Step 3: Collect guest information (name, phone, email, ID)
Step 4: Create new booking in InnGO
- Check-in: Today
- Check-out: As requested
- Select available room
Step 5: Collect full payment or deposit
Step 6: Immediately mark booking as "Checked In"
Step 7: Provide room key and information
Information to Share During Check-In
Essential Information
- WiFi Password: Write it down for guest
- Breakfast Times: E.g., "7:00 AM - 10:00 AM"
- Checkout Time: Usually 12:00 PM (noon)
- Restaurant/Bar Hours: If applicable
- Emergency Contact: Reception desk number
Hotel Policies to Mention
- Smoking policy (most Nigerian hotels are non-smoking)
- Visitor policy (guests in rooms)
- Noise policy (quiet hours)
- Late checkout fees
- Extra amenities (towels, pillows, etc.)
Local Information (Helpful for Tourists)
- Nearby ATMs and banks
- Restaurants and entertainment
- Shopping areas
- Transportation options (taxi, ride-hailing)
- Safety tips for the area
Handling Special Check-In Situations
Early Arrival
If room is ready:
- Allow early check-in free of charge
- Guest will remember this kindness!
If room not ready:
- Offer to store luggage securely
- Suggest nearby activities
- Message guest when room is ready
- Offer complimentary drink while waiting
Late Night Arrival
- Confirm arrival time with guest in advance
- Ensure night staff knows to expect guest
- Have room key ready
- Keep check-in process brief (guest is tired)
- Show essential amenities only
Group Check-In
Multiple guests arriving together (wedding party, conference):
- Prepare all room keys in advance
- Check in group leader first
- Verify each guest's ID individually
- Mark all bookings as "Checked In" in InnGO
- Assign rooms close together if requested
Corporate Guest
- Verify company booking reference
- Check if payment is on company account
- Collect business card for records
- Provide receipt/invoice for expense claims
- Note any company-specific requirements
International Guest
- Request passport for ID
- Note passport number and nationality
- Provide information in clear English
- Explain naira currency if needed
- Offer local SIM card recommendations
Payment Collection at Check-In
Full Payment Outstanding
- State total amount due clearly
- Break down: ₦X per night × Y nights = ₦Z total
- Accept cash, transfer, or POS
- Provide detailed receipt
- Update InnGO immediately
Partial Payment (Collecting Balance)
- "You paid ₦X deposit. Balance due is ₦Y"
- Show payment status from InnGO
- Collect remaining amount
- Issue receipt for balance payment
- Update payment to "Paid" in InnGO
Security Deposit
Some hotels collect refundable deposit:
- State deposit amount (e.g., ₦10,000)
- Explain it's refundable at checkout
- Covers potential damages or extras
- Record separately in InnGO notes
- Return at checkout if no issues
Using InnGO During Check-In
Quick Steps in InnGO
- Dashboard → Bookings
- Search guest name or room number
- Open booking
- Click status dropdown → Select "Checked In"
- Update payment if needed → Click "Add Payment"
- Save changes
What Updates Automatically
- Room status changes to "Occupied"
- Check-in time recorded
- Room removed from available inventory
- Occupancy metrics updated
- Welcome email sent to guest (if enabled)
Check-In Best Practices
- ✓ Keep check-in under 5 minutes (guests want to rest)
- ✓ Update InnGO immediately, not later
- ✓ Double-check ID information accuracy
- ✓ Test room amenities before guest arrival
- ✓ Be friendly and welcoming throughout
- ✓ Anticipate needs (luggage help, directions)
- ✓ Provide clear information about hotel
- ✓ Issue receipts for all payments
Nigerian Context Tips
Power/NEPA Considerations
- Inform guest about generator hours
- If power is out during check-in, apologize and explain
- Ensure backup lighting at reception
- InnGO works offline during outages
Payment Preferences
- Many Nigerians prefer bank transfer or POS
- Have POS ready and charged
- For transfers, confirm payment before giving key
- Keep some change for cash payments
Cultural Hospitality
- Address guests respectfully (Sir, Ma, Oga, Ma'am)
- Offer cold water or drink upon arrival
- Help with heavy luggage without being asked
- Small gestures create lasting impressions
Troubleshooting Check-In Issues
Can't find booking in system?
Search by phone number, email, or booking date. If still not found, guest may have wrong hotel or date. Create walk-in booking if room available.
Name on ID doesn't match booking?
Common with nicknames (Chidi vs Chidiebere). Ask guest to clarify. If legitimate, note in booking. If suspicious, politely request additional verification.
Room isn't ready?
Check with housekeeping for ETA. Offer nearby room if available. Apologize for inconvenience. Offer discount on food/drinks while waiting.
Payment system down?
If POS isn't working, accept cash or request bank transfer. Manually record payment. Update InnGO when system returns.
Guest complains about room?
Listen actively. Offer to switch rooms immediately. Inspect room with guest if needed. Don't be defensive. Resolve quickly to save guest experience.
Need More Help?
For check-in assistance:
- Email: support@inngo.com
- Live chat in dashboard
- Visit Help Center