Handle move-in day questions and issues

Move-in day is when 90% of stay problems either happen or get prevented. Most issues are small, predictable, and quick to fix if you're paying attention.

The classics, with quick answers

"I can't find the building"

Send the Google Maps pin again, with a photo of the entrance.
If they're way off, get on a quick call and walk them in.

"The code doesn't work"

Confirm they're using the right code (you may have multiple — building, apartment, room).
Confirm they're entering it correctly (some keypads need # at the end).
If still nothing, talk them through the backup access (lockbox, neighbour, your visit).

"The Wi-Fi password isn't working"

Re-send the exact password — typos creep in when re-typing.
Check the router is on (a resident can do this if you're not there: "the box near the TV — does it have lights on?").
If the network is hidden, share the network name explicitly.

"There's no [bedding/towels/cutlery]"

Tell them where it is (linen cupboard, drawer X). Most "missing" stuff is just in a non-obvious place.
If genuinely missing: apologise, deliver or arrange same-day if possible.

"The room isn't ready"

Apologise honestly, give an estimate of when it will be.
Offer them a place to wait (your apartment, a recommended café nearby, your storage).
If cleaning's running late, this is a process issue — don't promise faster than reality.

"The room is different from the photos"

Listen first. Sometimes the difference is real and you should update photos. Sometimes it's a misunderstanding (e.g. seasonal furniture rearrangement).
If you agree it's misleading, offer a partial refund or a different room if available.
If you disagree, calmly explain — keep the conversation in the Inbox.

"Something's broken/dirty"

Acknowledge immediately.
Fix it the same day if humanly possible (cleaner, handyman, you).
If it can't be fixed same-day, give a realistic timeline ("plumber tomorrow morning").

When to escalate

Move the conversation to Coliving support if:

The resident is making safety threats (theirs or yours).
The resident is refusing to stay and asking for a full refund the policy doesn't allow.
A serious mismatch between listing and reality (wrong number of rooms, wrong address).

Don't try to resolve disputes about the booking's fundamentals on your own — support exists for that.

Things that prevent most of these

Pre-arrival message. Most "I didn't know" issues vanish if the 48-hour check-in pack is detailed.
A test arrival. Once a quarter, "arrive" at your own property using only your instructions. You'll find a dozen things to fix.
Cleaning buffer. Always have the room ready at least 2 hours before earliest possible arrival.
An on-call backup. A neighbour, team member, or trusted friend who can rescue a resident if you can't.

Frequently asked questions

Q: A resident is unhappy and asking for a refund on move-in day. What do I do? A: Listen first. If it's something fixable, fix it. If it's not, and they're asking for a partial refund proportional to the issue, you can offer that yourself. For full-refund requests, contact support — see also Cancellations: who can cancel and the impact on you.

Q: A resident arrived with extra people not on the booking. What now? A: Talk to them. If it's an overnight resident within your house rules, that's fine. If it's a co-resident not on the booking, ask them to leave or have the booker submit a new request.

Q: A resident is asking for things outside what was listed (e.g. parking). How do I respond? A: Politely explain what's included and what isn't. Suggest alternatives nearby if you can.