Airbnb Checkout Instructions: Why Guests Forget Your Steps

• Be My Guest Team
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Airbnb checkout instructions don’t get ignored on purpose. They get forgotten because of how memory works: we’re bad at remembering future tasks when attention is split, time is short, and the steps are buried.

This post explains the science behind checkout forgetfulness and gives you a simple, host‑friendly fix.

A simple checkout checklist on a countertop

How we’re using “science” here (so it stays useful)

We’re pulling from three well-studied concepts that map directly to checkout behavior:

  • Prospective memory: remembering to do something later (checkout is exactly that).
  • Working memory limits: too many steps turns into cognitive overload.
  • Forgetting over time: instructions sent days earlier are easy to lose.

Then we translate them into a checkout format and timing that reduces errors and last-minute texts.

The memory problem behind checkout

There are three simple reasons guests forget your checkout steps:

1) Prospective memory fails under real‑life pressure

Prospective memory is the ability to remember to do something in the future (like “take the trash out before leaving”). Research describes it as a distinct form of memory that is vulnerable to failure in everyday tasks. That’s exactly what checkout is: a time‑based future action. See the definition and overview in the medical literature: https://pmc.ncbi.nlm.nih.gov/articles/PMC5619299/

Translation: Guests can intend to follow your instructions and still forget when the moment arrives.

2) Working memory is limited

Working memory can hold only a few items at once (often cited as about 3–5 simple items). When guests are packing, coordinating rides, and answering messages, your 8‑step checklist becomes cognitive overload. See the “magical number four” review in PMC: https://pmc.ncbi.nlm.nih.gov/articles/PMC2864034/

Translation: If your checkout list is long, it won’t be remembered.

3) Time erodes recall

Ebbinghaus’ forgetting curve shows that memory drops quickly over time without reinforcement. A checkout list sent at check‑in will be forgotten by the last day. See the Britannica overview of Ebbinghaus and the forgetting curve: https://www.britannica.com/biography/Hermann-Ebbinghaus

Translation: The timing matters as much as the content.

What Airbnb’s own tools imply: keep checkout short

Airbnb’s listing editor limits checkout instructions to short, predefined actions plus up to 140 characters of extra detail. That design choice exists for a reason: short instructions are easier to follow. See Airbnb’s checkout‑instruction options: https://www.airbnb.com/help/article/1926

Implication: If Airbnb caps it, you should too.

The 3‑step checkout that actually gets done

Here’s a format that works with how memory works:

  1. Trash (one action)
  2. Dishes (one action)
  3. Lock up (one action)

That’s it. Three items fits working memory, reduces stress, and improves compliance.

The timing fix (a simple schedule)

  • Day before checkout: send the 3‑step list
  • Morning of checkout: resend as a short reminder
  • In the home: place the same 3 steps on a visible card

This is spaced repetition in practice—reminders close to the moment of action improve follow‑through.

A plug‑and‑play checkout card

Checkout (3 steps):
1) Start dishwasher
2) Take trash to bins
3) Lock door + message host

If you need more steps, move them into a “nice to do” section, not the main list.

Want a simple way to keep checkout clear?

Be My Guest gives you a single place to include your full checkout checklist and update it anytime—so guests always see the latest steps without extra messages.

Conclusion

Airbnb checkout instructions are easiest to follow when they match how people actually remember things: short, clear, and delivered right before they’re needed. If you cut your “must do” list to three actions and resend it near checkout, you’ll see fewer mistakes and fewer last-minute messages.

Key takeaways:

  • Prospective memory fails under pressure, even with good intentions.
  • Working memory is limited, so keep checkout to 2-3 core actions.
  • Timing matters: send instructions close to checkout, not at check-in.
  • Airbnb’s own checkout-instruction limits reinforce the “keep it short” rule.

If you want guests to always have the latest steps in one place, build a digital guide once and reuse it. Be My Guest makes it easy to include your full checkout checklist and keep it updated without re-sending messages.

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