> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/guestway-platform/properties/checklists.md). # Checklists Managing guest communications at scale — especially across multiple properties and property management companies — requires clarity, consistency, and flawless execution. **Checklists** give your team a step-by-step operational framework for the entire guest lifecycle: pre-booking, pre-arrival, check-in, during stay, and check-out — so nothing slips through the cracks even when you're juggling hundreds of conversations. {% @guideflow/guideflow-embed requestedUrl="" %} Designed primarily for **virtual guest communication teams and agencies**, each checklist is a named list of actionable tasks that tells operators **what needs to be done, when, and by whom**. Many of those actions can be **fully or partially automated** by Guestway — messages, access codes, follow-ups, reviews — but checklists are the layer of control and accountability that confirms the work was done, exceptions were handled, and any manual interventions were properly executed. *** ### What a checklist contains A checklist is a named list of **tasks** that operators tick off as they complete each step. * **Task name** — short label describing what to do (e.g. *Send check-in instructions*, *Confirm payment received*, *Verify guest ID*). * **Order** — tasks have a defined sequence, so the team works through them in the same order every time. That's it — checklists are deliberately simple. The complexity lives in the workflow they describe, not in the task fields. *** ### Where a checklist attaches A single checklist can be attached to any combination of: * **Listings** * **Multi-Units** * **Complexes** …or applied **globally** at the organization level. This mirrors the targeting pattern used by [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) and [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies), so you can standardise workflows across clients while still adapting to each PMC's specific processes and service level. *** ### Creating a checklist 1. Go to **Properties** and open the **Checklists** tab — at the global level, or on a specific Listing, Multi-Unit, or Complex. 2. Click **Create**. 3. Add tasks in the order operators should follow them. Each task is just a name. 4. Set **Linked to** and pick the specific Listings, Multi-Units, or Complexes the checklist applies to. 5. Save. The checklist now appears on the **Operations** tab of every reservation tied to a linked property. *** ### Using a checklist in the inbox Checklists live directly inside the [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox), on the **Operations** tab of the right-side panel. Every reservation tied to a linked property gets its own copy of the checklist, with task state tracked per booking. * Each task shows as a checkbox row labelled with the task name. * Click the row (or the checkbox) to toggle the task complete or incomplete. * Changes **save automatically** after a short pause — no separate Save button. * When every task is ticked, a **Completed** badge appears in the card header. * If the checklist has no tasks, the card shows *No checklist items found*. This keeps tasks and conversations perfectly aligned: the operator handling the conversation is the same person ticking off the checklist, with the booking context right next to them. *** ### Why checklists matter * Ensure a **consistent guest experience** across properties and clients. * Reduce human error in high-volume communication environments. * Speed up onboarding and training of new operators. * Create clear operational accountability without adding heavy ops tooling. In short, **checklists turn best practices into repeatable execution** — making Guestway even more powerful for teams managing guest communication at scale. *** ### Tips * **Keep task names short and verb-led.** *Send check-in code* beats *Make sure the guest has received their check-in code* — operators read these dozens of times a day. * **Order tasks by when they happen, not by importance.** Pre-arrival tasks at the top, check-out tasks at the bottom — it matches how the operator works through the day. * **Attach at the highest sensible property level.** A standard cleaning workflow at the **Complex** level beats duplicating it on every listing in the building. * **Pair checklists with** [**Saved Replies**](https://docs.guestway.io/guestway-platform/properties/saved-replies)**.** A *Send check-in code* task is faster when the matching saved reply is one click away in the same inbox. * **Use the Completed badge as a daily filter.** A reservation without the badge is one with work outstanding — a quick visual gate before you move on. *** ### Related pages * [Properties](https://docs.guestway.io/guestway-platform/properties) — the hub for listing-level configuration. * [Unified AI Inbox](https://docs.guestway.io/guestway-platform/unified-ai-inbox) — where checklists surface on the Operations tab during every conversation. * [Saved Replies](https://docs.guestway.io/guestway-platform/properties/saved-replies) — pre-written replies that pair naturally with checklist tasks. * [Guidebooks](https://docs.guestway.io/guestway-platform/properties/guidebooks) — guest-facing documents using the same property-targeting pattern. * [General (Listings Details)](https://docs.guestway.io/guestway-platform/properties/general-listings-details) — the listing settings shown alongside checklists. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.guestway.io/guestway-platform/properties/checklists.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.