Check-In & Check-Out#

Check-in and check-out are the crucial moments when you interact with customers face-to-face. A smooth process sets the tone for their experience and protects your business.

Check-In Process#

Before Customer Arrives#

Prepare by:

• Reviewing today's reservations
• Checking equipment readiness
• Noting any special requests
• Having paperwork ready

When Customer Arrives#

Step 1: Find the Booking#

1. Ask for name or confirmation number
2. Search in dashboard
3. Open the booking details

Or use Today's Check-Ins view for quick access.

Step 2: Verify Customer#

• Check photo ID
• Confirm matches booking name
• Verify they meet requirements (age, license)

Step 3: Collect Balance Due#

If deposit was collected:

1. Review balance owed
2. Process payment
3. Get receipt/confirmation

If paying in full now:

1. Process full payment
2. Complete transaction

Step 4: Complete Waivers#

Ensure signed:

• Liability waiver
• Rental agreement
• Safety acknowledgment

If using digital waivers (Smartwaiver):

• Verify completed in system
• Or have them complete now

Step 5: Safety Briefing#

Cover:

• Equipment operation
• Safety rules
• What to do in emergency
• Contact information
• Return time and location

Step 6: Collect On-Site Add-Ons#

If the customer wants to add extras at the counter (cooler, tube, life jacket, etc.), you can record them during check-in. Add-ons configured as Collect on-site at check-in appear in this step.

• Select the add-ons the customer wants
• Record the collection (cash, POS, etc.)
• These are added to the booking record

Add-on charge timing is configurable per add-on. Some add-ons are charged online at checkout, others at check-in, and others at return. Configure this at Account → Addons when editing each add-on.

Step 7: Document Condition#

Before releasing:

• Note fuel level
• Take photos if needed
• Document any existing condition issues
• Have customer acknowledge

Step 8: Complete Check-In#

Click Complete Check-In on the booking.

What happens:

• Status changes to Rented
• Check-in time recorded
• Equipment marked as out
• You're recorded as check-in staff
• Balance is collected (if applicable)

Tips for Smooth Check-Ins#

• Be organized and efficient
• Have equipment ready and clean
• Explain everything clearly
• Be friendly but thorough

Check-Out Process#

When equipment returns, it's a two-step process: Return then Complete.

Step 1: Mark as Returned#

When customer brings equipment back:

1. Find the booking (or use active rentals view)
2. Click Return button
3. Note return time

Customer can leave at this point if everything looks okay.

Step 2: Inspect Equipment#

After customer leaves, inspect thoroughly:

Check:

• Overall condition
• Any new damage
• Fuel level
• Cleanliness
• All included items returned

Document:

• Take post-rental photos
• Note any issues found
• Calculate charges if needed

Step 3: Process Additional Charges#

If there are charges to add:

Fuel charges:

• Calculate fuel used
• Add fuel charge to booking

Damage charges:

• Document the damage
• Estimate repair cost
• Add charge to booking
• Charge card on file

Other charges:

• Late return fee
• Cleaning fee
• Missing items

Step 4: Complete the Booking#

Once inspection is done:

1. Click Complete on the booking
2. Status changes to Completed
3. Booking is closed
4. Final receipt can be sent

Why Two Steps?#

Return → Complete separation allows:

• Customer doesn't wait for inspection
• Thorough inspection without pressure
• Time to calculate charges
• Better damage documentation

Handling Common Situations#

Late Returns#

When customer returns late:

1. Document the actual return time
2. Calculate late fee (if applicable)
3. Process additional charge
4. Note in booking comments

Damage Found#

When you find damage:

1. Document with photos
2. Estimate repair cost
3. Charge card on file
4. Notify customer
5. Complete with charge recorded

Missing Items#

If items are missing:

1. Contact customer immediately
2. Give chance to return
3. Charge replacement cost
4. Document in booking

Customer Disputes Damage#

If customer disagrees:

1. Show before/after photos
2. Review check-in documentation
3. Be fair in assessment
4. Escalate if needed

Dashboard Views#

Today's Check-Ins#

Shows reservations checking in today:

• Customer name
• Pickup time
• Equipment
• Balance due

Active Rentals#

Shows currently rented equipment:

• Who has what
• Return time
• Overdue indicator

Returns Due Today#

Shows rentals returning today:

• Customer name
• Expected time
• Equipment out

Tips for Staff#

At Check-In#

• Be welcoming
• Explain things clearly
• Don't rush safety briefing
• Document, document, document

At Check-Out#

• Thank them for their business
• Ask how it went
• Inspect thoroughly
• Process quickly if no issues

Communication#

• Call if running late
• Text return reminders
• Follow up on issues
• Collect feedback

Troubleshooting#

Can't find booking#

• Try different search (name, phone, email)
• Check date filter
• Verify spelling

Check-in button not working#

• Verify booking status is Reserved
• Check for required balance payment
• Ensure waivers are complete

Can't complete booking#

• Must be marked Returned first
• Check for pending charges
• Verify user permissions

Related Articles:

• Booking Basics
• Understanding Booking Status
• Booking Problems