User research on how hosts help their guests figure out how to use common appliances in their rental.

[Jesse733]

I'm trying to learn a bit more from hosts how they help guests figure out how to use devices and appliances in their rental. Things like the coffee maker, washing machine, TV, thermostat, etc. 

Some hosts I've spoken with mentioned that while individual questions from guests about these items are often quick to answer, the repetition over time and across multiple guests can become a bit of a time-sink – and understandably, a little frustrating by the 50th inquiry at 6:00 am on how to use the coffee maker 😏. 

Is this a situation you, as hosts, have experienced?

- If so, how do you typically help guests figure these things out today?
- Do you find your current method works well, or do you ever imagine a better way?

[Helen3]

Most hosts provide information in their visitors / listing guides so this isn't an issue.

As someone who isn't a host what's your interest in this issue @Jesse733 ?

[Jesse733]

Thanks @Helen3 ! Yea, I've heard and seen the binders that people put together with instructions on how to use different devices and appliances. From talking with friends and family that are hosts, they've complained about how this could be annoying to update when devices change, or someone needs multiple languages, or someone doesn't understand the instructions, etc. If this a common problem that many hosts face or are frustrated with I was interested in looking in ways to solve this for guests and hosts. 

[Helen3]

No that hasn't been an issue for me in ten years of hosting I use the Airbnb platform to create a house manual and have a printed version too @Jesse733 

There are already digital platforms hosts use to create house manuals you would need to think about what you could offer that's different/better from what already exists .

[Sez33]

Hi Jesse,

Yes, this is definitely something many hosts (and co-host like myself) come across often! Guests frequently reach out with questions about everyday appliances, and over time, it can really add up, especially during odd hours. To help with this, you can set up a digital or printed house manual with clear, step-by-step instructions and photos or short videos for common devices, such as the coffee maker, TV, and thermostat. It reduces repetitive messages significantly.

If you'd like support setting this up or need help managing guest communications and questions, I’d be happy to assist as a co-host. 

[Helen3]

Hi @Sez33 

The purpose of this community is not to use it to promote your cohosting business .

Jesse is not a host she wants to develop software for visitor guides 

airbnb asks those using its community not to use it to promote commercial services such as cohosting . 

[John5097 · Accepted solution]

@Jesse733 

I have a Guest Guide (home manual) on how to use appliances uploaded to Airbnb and printed out in a binder. I also mention it in the first message. 

I keep a file that often needs to be updated then replace the printed and uploaded one.

I've learned to keep it as simple as possible. 

I also put out a quick guide instructions for the remote for the ductless mini split. 

It couldn't be much simpler: Point Remote at the Wall Unit, Select Heat or Cold. 

But guest what some guest don't point it at the wall unit. 

Even one guest who's wife who I happened to see outside when leaving and asked if they had any questions , and she said her husband was an engineer. Well guess who didn't point the remote at the AC unit?



Guest will also break anything they can't figure out. 

The pull out sleeping couch. Never even considered that guest could break it. forget it! They will break it and doesn't matter if you include instructions or not. 

I used to leave the closet door open. It's a louvered one that folds out, but they don't understand how to close a closet door without forcing it off the track! So now I leave it closed so they understand how it opens and closes. 

I also have a key pad to lock and unlock the door with very simple instructions. 

-- Enter four digit code to unlock door 

-- Enter four digit code to lock the door 

Some guest who mention they have a PHD will enter the door code twice every time through out their stay. 

That means when they leave, they enter it once, to lock, then enter it again that unlocks it, and drive off. 

Then when they get back they enter the code once that locks it, as they left it unlocked, then enter it again to unlock it. 

They never bother to check to see if the door is locked or unlocked. It's just a dead bolt. 

Not sure how much longer I can take it! 😂

[Snehal1]

Thank you for nice good tips.