PrivateStay automatically sends you arrival and departure information before and after your stay, based on the instructions your host has configured.
What you receive and when
Seven days before you check in, you will receive an arrival email with everything you need to get into the property — how to collect the keys, parking information, access codes, and anything else the host wants you to know in advance. The same information comes again the day before your arrival, as a reminder so you have it fresh.
On the morning of your check-out day, you will receive a departure email with the host's instructions for leaving — check-out time, what to do with keys, and anything they'd like you to take care of before you go.
All of this is sent automatically. You do not need to ask for it.
Arrival instructions
The arrival email contains:
- Arrival text — written by the host: how to collect keys, access the property, parking, any special instructions
- Arrival link — an optional URL the host may include, pointing to a PDF, video, Google Doc, or any page with more detailed instructions
If the host has not set up arrival instructions, you will not receive this email. In that case, contact the host directly via messages to arrange check-in details.
Departure instructions
The departure email contains the host's check-out instructions — typically including:
- Check-out time
- What to do with keys or access codes
- Bins and recycling instructions
- What to leave on or turn off
What if I don't receive these emails?
Check your spam or junk folder first. If you still have not received them, check your Account → Email Preferences to make sure booking updates are enabled. If your preferences are correct and the emails are still missing, contact the host directly — they can resend or share the information manually.
Missing information in arrival emails
If the arrival instructions are incomplete or unclear, message the host directly. Use the PrivateStay messages system so there is a written record of the communication.