Tip of the Week 6 : Providing guest manuals for a comfortable stay

[Bhumika]

As we share our latest edition of Tip of the Week, Superhost @Anne-Marie79  shares her tips and gripes list. Anne mentions the importance of guest manuals and says  "I leave a detailed Guest Manual in the property as well as emailing guests a copy in advance. Some guests will read one but not the other so this covers both bases."

As we explore this tip, I would like to ask our lovely hosts: Do you provide your guests with a detailed guest or house manual?

Do you think providing informative guides can elevate your guests' experience and make their time with you even more memorable? I would like to invite you to share your thoughts on this topic in the comments section. We’re excited to hear and learn from you all.

Let us share some tips around creating manuals for guests, and don’t forget to give a thumbs up 👍 to the best tips shared. 😊

👉 TOTW series

[Bhumika]

Hi @Wanda254, Thank you so much for sharing about the manual! Have you noticed if guests often refer to the manual during their stay, and are there any specific sections or information that they tend to find most useful?

[Shawn782]

I do have instructions on how to operate A/C, fireplace and pool equipments. I don't have a manual, but it's on the welcome package page. 

[Jacqui318]

I most definitely do I utilize the house manual through Airbnb in my listing and then I have a hardcopy in the property that kind of goes above and beyond it has been the theme restaurant recommendations what’s to do in the area? I include like any kind of coupons or special deals that we may have or something that’s going on for that specific visit it also has Like the QR code to scan for the Internet access, phone numbers and addresses of closest grocery stores, shopping , urgent care, hospitals and so on. It’s pretty much it’s like the Bible of the property and my guests have really enjoyed it they really like it and it’s a little bit more well actually probably a lot more than just that the manual that you can put together inside of Airbnb 

[Bhumika]

Hi, @Jacqui318 That sounds incredibly thoughtful of you as a Host! Your guests must really appreciate having all that information readily available. Providing restaurant/local recommendations to guests seems like a great idea.

Have you received any specific feedback or suggestions from guests about the manual?

[Beckie13]

I include a digital copy and paper copy in the suite. I know guests use it because it is always in a different spot after check out and i find they really follow the check out procedures. i have notes on anything that might be difficult to use such as our slightly complicated stovetop and notes on load sizes for our dryer. I often don't get any questions throughout our guests stay since adding the manual and notes. 

hope this helps.

[Bhumika]

Hi @Beckie13, It's great to hear that the manual and notes have been helpful for guests! It sounds like you've put a lot of thought into providing clear instructions, given you don't get questions from guests anymore. Do they make sure to convey or provide feedback to you on how helpful the manual has been?

[Beckie13]

sometimes they send me a note to say they have checked out and left everything as indicated in the manual.

[Bhumika]

Amazing @Beckie13 !! From your experience, seems like it is a great way to keep your guests informed about the listing. Thank you so much for sharing this with us.

[Murat131]

Да , я написал подробное руководство пользователя в объявление в разделе обращение для гостей . Там я подробно написал про все что имеется в комнате начиная от обогревателя заканчивая паролем wi-fi . 
К сожалению , я замечаю что многие гости не читают все это и спрашивают каждый раз про всякие мелочи которые написаны в объявлении , просто они  это не читали ! 
Мне кажется люди не смотрят объявление дальше цены и фото , со всем остальным они сталкиваются уже непосредственно после заселения в комнату и начинают спрашивать одну вещь за другой . 
Думаю полезно было в разделе фото возможность вставлять ссылки на различные полезные советы гостям , например под фото лобби или ресепшене вставлять в виде ссылки информацию о заселении и выселении , под фото о технике в комнате вставить ссылку на информацию о пароле интернета или wi-fi итд . 

[Greg2166]

I have elaborate laminated instructions and a separate rules sheet. There are also reminder signs around the property. I also keep a lot of this information in the listing and in photos. I don’t send huge messages after a guest books with all this because it can feel overwhelming and they won’t take the messaging platform as serious. Sometimes I feel like I do way too much for such a simple listing but that’s just me as a business owner in the hospitality industry and the eagerness to provide a stellar experience.

[Bhumika]

Hey @Greg2166,  Thank you for sharing your tips with us! Seems like striking the right balance between providing guests with necessary info and not overwhelming them at the same time can be a bit of a challenge.

Have you noticed if your approach has generally led to smoother and more enjoyable guest experiences?

[Suzanne993]

I use the online guide and have a printed copy in the house, for those that never read digital. Plus it’s a quick and easy reference so they don’t have to login to Airbnb to get more information.

[Bhumika]

Hi, @Suzanne993 It looks like a great setup to inform your guests.

Have you noticed if your guests tend to prefer the print copy over the digital one or vice versa? or do they use both equally?

[Stella636]

I have begun a Guest Info Pack which still needs work. I think this is an essential item to add to all accommodation.

[Faisal82]

Absolutely right