🗣  Want to view this article in a different language?

Home Using YourWelcome Tablets & Surveys

Using YourWelcome Tablets or Check-in Surveys

If you’re a guest unsure about an email you’ve received or what the tablet in your property is, read on for more information. As one of the premier suppliers of hospitality services to the travel sector your data is safe with us.

General Questions

What is a YourWelcome Tablet?

YourWelcome tablets are pre-programmed tablet devices that are specifically designed for vacation rentals, helping property hosts to connect with guests during their stay. The tablet is preloaded with a range of information, from property guides and local area recommendations, through to services and housekeeping features.

How do I contact the host?

The contact details for your host will be on the bottom right-hand corner of the screen when you are on the homepage of the tablet device – some hosts may have even configured a ‘Contact Us’ tab, which should contain the specific contact details you would need in case you have any questions as a guest, or need any support.

Can I take the tablet with me outside of the property?

The tablet has been designed for use within the property – while you have the ability to take the device outside (e.g. in the garden), we would advise that you keep this close enough to the WiFi router so the tablet doesn’t lose its connection to the internet (particularly as the WiFi networks can only be changed by the property host/account admin).

I like the tablet; can I keep it?

The tablet is leased to the property host for the duration of their subscription with YourWelcome – this is part of the property, and cannot be purchased, or kept, by any guests.

Checking-In

Why do I need to check-in?

To use the tablet device, many of the property hosts who have subscriptions with YourWelcome opt to have their guests complete a short check-in process on the tablets before they gain full access. This is simply to verify the details of the booking, so they know who is staying in their property, and will be using the tablet they have leased from us during the visit.

I’m having issues resetting my password/logging in to my account to check-in?

As a guest, you wouldn’t be required to log in to an account to complete the check-in process. If you are completing an Advance check-in form (sent via email prior to your arrival), you have the option to set a password once you’ve completed the check-in steps to regain access to your account moving forward, but otherwise you wouldn’t need to worry about access to this account once your check-in has been completed. For any questions or concerns on this, please reach out to your property host directly.

How do I check if I’ve already checked in?

If you have already completed the check-in process on the tablet, you’ll be able to access each section, and utilise all the features (so you’ll be able to easily identify if this has been done), whereas for the Advance check-in form, you typically will receive an email to confirm when this step has been completed. If you’re still unsure, or have any questions on this, please reach out to your property host directly, and they should be able to confirm whether this has been done.

I don’t have the access code I need to get in the property, what do I do?

Please reach out to your property host, and they will be able to provide you with the access code/s you need.

Can I have an earlier check-in/later check-out?

Please reach out to your property host, and they will be able to provide you with more information on the check-in/out options (if and as available).

Tablet Content

Why aren’t images/videos loading/showing correctly on the tablet?

It’s likely that there are issues with the original image/video files that have been uploaded by the property host – please let your host know, and they should be able to address and resolve this.

The tablet is showing the wrong property information, what do I do?

If you are certain that the property information that is being displayed on the tablet is incorrect, please let your property host know, and they should be able to address and resolve this.

Is there an app where I can download all of the tablet information?

There isn’t an app where the information on the tablet can be downloaded – this has been provided to you by the property host to enhance the experience of your stay.

Can I download/access normal apps on the tablet?

As the tablets are pre-programmed with YourWelcome’s software, it isn’t possible to access typical Android apps on the device.

Can I add my own information/recommendations to the tablet?

You wouldn’t be able to add in your own information and/or recommendations on to the tablet directly, but we encourage you to reach out to your property host if you have any suggestions on content they could include moving forward.

Tablet Issues

I can’t hear anything on the tablet, what do I do?

The volume on the tablet may have been turned down – to raise the volume on the device, please click on the top of the large button on the side of the tablet device. You will see the sound level illustrated on the tablet screen, and hear a sound that will increase in volume as this is turned up. If the sound is on the highest volume, and you are still unable to hear anything on the tablet as expected, please report this to your property host directly.

The tablet is/has broken, what do I do?

We understand that accidents can happen – if the tablet has been damaged, or is broken, please report this to your property host immediately.

The plug/charger for the tablet isn’t working, what do I do?

If the tablet isn’t charging, and there are no spare cables around to connect this to instead, please report this to your property host immediately.

The tablet battery keeps draining quickly, what do I do?

We advise guests (and property hosts) to keep the tablet on charge as often as possible, but if you do notice that the battery is draining much quicker than expected, please let your property host know.

Why does the tablet keep crashing?

This can often be down to signal issues, but if you are sure that there isn’t a concern with the internet connection within the property, and the tablet is still continuously crashing, and can’t be used as intended, please report this to your property host.

Property Questions

How can I make a complaint about the property?

If you would like to complain about anything within the property, please report this to your property host directly.

I’ve accidentally broken something in the property, what do I do?

We understand that accidents can happen – if anything within the property has been damaged or broken, please report this to your property host immediately.

I’ve left something in the property I was staying in/lost property, what do I do?

If something has been left behind following your stay, please report this to your property host immediately.

Purchasing Services

Why is the Service I want showing as unavailable/out of stock?

This may be an issue with the configuration of the specific Service by your property host, or it may generally be that they have run out of stock for the service/product you are looking for. Please report this to your property host directly, and they should be able to advise further.

How do I make a purchase through the tablet?

For any Services you are looking to purchase to enhance the experience of your stay, payments can be made directly through the tablet device, by providing your card details, which will safely and securely process your payment as required.

I’ve had issues making a payment for Services (card declined/insufficient funds), what do I do?

If these issues have been encountered, but you are confident that there are no issues with your chosen payment method (i.e. the card definitely has the funds to cover the payment that would be due), please report this to your property host.

I need a refund for a Service I had requested, what do I do?

Please report this to your property host immediately.

Internet Connection

Why is the internet on the tablet not working?

The WiFi on the tablet device can only be configured by the host (using their Admin PIN) – if this isn’t working for you as a guest as expected, please report this to your property host immediately.

How do I change the tablet to a different WiFi network?

The WiFi on the tablet device can only be configured by the host (using their Admin PIN), and as such, can’t be changed to a different WiFi network by any guests.

What happens to any cookies/data on the tablet (if I have left and was still logged in on Facebook for example)?

The tablet device is automatically reset (with the cache cleared) after each booking, so you can rest assured that no future guests will be able to access any of your accounts if you’ve already left the property but had kept yourself logged in to anything on the tablet.

Pricing Plans & Upgrading

Anything we've forgotten?

Our team is here to give you support available when you need it. Let us know if we've not explained anything and we'll respond with more detail.

First Name  
Last Name  
Email  
Subject  
Describe your issue   
Captcha 
Loading...