Check-in and check-out

One of the benefits of booking a Pillow property as a guest is the flexibility you have in regards to checking in and checking out.  Most short-term rental properties require you to make arrangements to meet the host in order to gain access to the property.  But what happens when your flight is delayed, and you end up arriving in the middle of the night?  Pillow makes this a non-issue because our properties utilize lockboxes and/or electronic locks to provide guest access.  

After your reservation has been confirmed, we will send you an email with a link to our Guest App. The app includes check-in/check-out instructions, details about the property, as well as beneficial FAQ’s. Additionally, secure access codes are provided 48 hours prior to your check-in time.

Please take some time to review the details in the app prior to your arrival, verify your credentials, and provide your estimated time of arrival at the property.  If you won’t have access to cellular data during your trip, it is recommended to print the information provided in the app prior to your arrival.

Check-in is allowed anytime after 3:00pm on the date of arrival.  Check-out is anytime prior to 11:00am on the date of departure.  It is important to note that we are not able to accommodate early check-in or late check-out, due to the time we need to clean and prepare each unit between guest stays.

Check-out is also a breeze with Pillow!  Simply ensure that all windows and exterior doors are closed and locked, and place the keys back into the lockbox.  That's it!

If you have any questions or problems during your stay, our support team is here to help!  The best way to reach us is by submitting a Support Request (the link is also at the top of every page in the Support Center). You help us by telling us exactly what we can help you with, and we help you by making sure that your question gets routed to the person who can best respond to you quickly!  We typically respond to all requests within 2 hours or less.

For more urgent situations, we’re also available by phone or sms at (855) 692-3689. 

Have more questions? Submit a request

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