House Manual - Online v's hardcopy

Natasha390
Level 2
Oxshott, United Kingdom

House Manual - Online v's hardcopy

Hi,

I'm in the process of writing the manual for my airbnb property and was wondering if anyone had any experience with offering an online manual instead of a written hardcopy?

As I build websites for a living it would be easy for me to produce a personal, online guide for our guests but I wasn't sure if guests would prefer a written manual or not? I like to think an online version would allow them to access information prior to their trip, so they can plan accordingly, and have it with them when they're out and about exploring the local area.

I personally prefer being able to access information via my smartphone, so I'm leaning towards this, but wanted to know if anyone had done anything similar and what their experience was?

Many thanks

26 Replies 26
Debra300
Top Contributor
Gros Islet, Saint Lucia

@Cathie19@Gordon0@Sarah977 @Jim472 , @Natasha390 

 

Thank you all for your feedback.  I appreciate reading and learning from the experience of others.  There was one comment that @Cathie19 and @Sarah977 made that absolutely sealed my choice for putting the house manual on a thumb drive, and keeping it plugged into the TV.  

 

"... they can scroll or flick pages in a manual over a cuppa or breakfast, or in bed..."

 

 "...I would read a hard copy over a cup of coffee, and it's so easy to flip through again if you forgot how to operate something..."

 

With so much concern over using high-touch items, I'd more prefer to continue cleaning  just the TV remote and keyboard rather than trying to disinfect a hard-copy binder/folder full of documents after each checkout.  Even if each document sheet is in a plastic sleeve that's a chore that I don't want to do.  In fact, your comment triggered a reminder to remove the travel pamphlets, magazines, guide books, business cards and maps that we leave in the guest common areas.  I will not put them in each room, because I think it would be wasteful since they would have to be thrown out after each checkout.

 

We provide wifi at our locations.  The documents will be PDFs, and guests can use the browser on the TV to send documents to their phones so they are handy.  Or, they can take a picture of the TV screen.

 

@Jim472 recommended that I do both hard-copy and on-screen manuals.  Which I might consider for the Atlanta apartment, because office supplies can be easily obtained.  However, if I happen to run out of the stock that I bring down from the US, it can be difficult at to replenish at St. Lucia where office supplies frequently run out (and are very expensive) on island.  There are not an abundance of locations where these items can be purchased.  You either have to wait until they are in stock or order them online, have them shipped through a freight-forwarder, and pay duty.

 

You all have expressed some very insightful feedback, but I do believe that my rental situation is different than those of you who have one listing.  I have three guestrooms and an apartment at my place in St. Lucia.  We live there most of the year, and do the cleaning and maintenance ourselves.  Because of my military and medical background, we already thoroughly clean our spaces to levels that would pass a drill sergeant's or hospital inspection.  It typically takes at least four hours to do a turnover, and we're not diddling around, because we have other things to do.  We are going to expand our cleaning regime by disinfecting the hangers, lamp shades, curtains, upholstered furniture, and kitchen clean up after we add kitchenettes in each room.  I also still have a full-time job, and often have to work extra time (not over-time, because I get a salary) during the middle of the night.  At this point, the USB drive is the better option for our space.

 

BTW, we traveled to northern Europe last year, and found that two of our four hosts (in Munich and Brussels) had provided information on the TV in English, Flemish, French and German.  We found it quite helpful, and casually scrolled through the pages while drinking our morning tea, or during the evening while planning our next day's activities.  I am no young bird, and enjoy reading material in the traditional format, but I am also comfortable with getting it digitally.

Don't just believe what I say, check the Airbnb Help Center
Natasha390
Level 2
Oxshott, United Kingdom

@Debra300 @Sarah977 @Gordon0 @Cathie19 @Jim472 

 

Thank you all for your replies. It seems the decision around which format to choose depends very much on your target audience and the property location - simply one shoe won't fit all. I think it might be a bit of trial and error for me as I start out but I'll certainly be taking all your points on board - thank you!

You’re welcome @Natasha390. Whatever you do, just be flexible because everyone will be different. 🙃

Gordon0
Level 10
London, United Kingdom

If you can please all of the people all of the time, you'll be doing great. Good luck, @Natasha390.

Debra300
Top Contributor
Gros Islet, Saint Lucia

@Natasha390,

 

You're welcome, and thank you for initiating the discussion.  The comments were insightful and helpful to me, as well.

 

I also want to thank @Sarah977 @Gordon0 @Cathie19 @Jim472.

 

Deb

Don't just believe what I say, check the Airbnb Help Center

I have small laminated cards w/ instructions for *how to use* appliances right next to them - coffee maker, water dispenser, gas stove, microwave. I have international guests only, and while Henry and I are both fairly tech-savvy, our experience travelling abroad taught us that getting the hang of using an unfamiliar appliance or remote control is not as obvious as one would think. A simple 5-step instruction easily accessible always helped.

 

We leave a laminated copy of *house rules and basic etiquette* which covers our expectations for shared space use in the guest room and have a separate binder that has a lot of information in detail that the guest can flip thru that covers a lot of the FAQs guests have had about our home, apartment complex and neighborhood and a copy of our listing description which is available on Airbnb. 

 

Having an online or digital version..... I guess it would depend but for me it seems like an extra step to access basic information.....having to pull up a page or turn the TV when one is trying to remember/find out how to make coffee or use the microwave. 

 

For tourist/transportation related info, I have a collection of links and screenshots and recommended apps that I share with guests when they ask about where to go and what to eat or how to get from point A to point B.

Google Map may be the best and obvious choice in most countries...... but not in Korea. 

Debra300
Top Contributor
Gros Islet, Saint Lucia

@Jessica-and-Henry0,

You have a very useful method of providing information to your guests.  Do you disinfect the binder and its contents after every guest departure?  I have read that the coronavirus can last 3 to 7 days on plastic and stainless steel.

Don't just believe what I say, check the Airbnb Help Center

@Debra300 

I host a lot of long-term guests (exchange students for entire semesters) and host max 4~5 guests per year. I am currently not hosting at all because my listing is a private room and I'm not comfortable sharing my kitchen with guests. But yes...... even before covid-19, I would regularly clean (use a disinfect wipe) the binder. I  usually blocked at least 1 week before and after bookings...... because I hate the pressure of doing fast turnovers. Plus, Henry and I like to take our time and do a very thorough cleaning between guests. We both have day jobs and while we take hosting seriously we don't want it to be a source of stress. 

 

Debra300
Top Contributor
Gros Islet, Saint Lucia

@Jessica-and-Henry0.

Thank you very much for responding.  Just as @Natasha390 said earlier in this conversation, the methods chosen are influenced by target audience and property location.  I will also add dwelling type and rental space.

 

I appreciate all of the input from @Sarah977 @Gordon0 @Cathie19 @Jim472, and can understand their viewpoints.  However, all of you share only one room in your space, and St. Lucia is predominantly a vacation destination for most people.  For the Atlanta apartment, I had already purchased a laminating machine and planned to post up directions for the appliances in the laundry room (Atlanta), and put one on the refrigerator for the kitchen appliances (Atlanta and St. Lucia). 

 

It's the house rules and guide book that I plan to put on the thumb drive so guests can send the documents to their phones (or take a picture of the TV screen). This would be very helpful in St. Lucia, because many of the small local establishments do not have a website, Facebook or brochures, and finding them involves details direction.  For example, the baker who makes the best bread on island is along side a road in a makeshift wooden shack, or the place to get a meal of local food is a shop connected to the owner's house, or the place for the best rum punch is a stand in front of the owner's house.  The majority of streets in St. Lucia do not have names, and Google Maps or Waze gets a person only so far.  On island, directions are usually given by landmarks, "Do you know where the marina is?  Well go past there, and when you see the gas station next to the bank, swing a right at the corner with the fire station.  Then take that road until you see the horse stables, and then swing left at the junction with the mirror."

 

I generally discourage longer term rentals in the guestrooms, because electricity costs ~$0.35 USD per kilowatt.  Long term guests tend to stay in their rooms longer and run the AC the entire time.  We had one guy who was consulting with a local telecomm company stay for one month.  That month we had only one other booking for two days by a local couple. The power bill for the period during his stay was more than the months that include Carnival, or Christmas and New Years, and we were full to the brim.

 

Again THANK YOU ALL.  I will consider all of your great feedback when I put together my materials.

Don't just believe what I say, check the Airbnb Help Center
Sarah977
Level 10
Sayulita, Mexico

@Debra300  I understand why you wouldn't want to have to clean a binder full of pages, even if they're encased in plastic sleeves. What I have seen, though in some str homes, that looks fine and works well, is to have some instructions for how to operate various things done up in an attractive and easy-to-read font and framed and hung on the wall. Of course, you wouldn't want to have a house full of them, but they might be useful in a couple of strategic places. 

Here in Mexico, there's a lot of homes where you can't flush tp (not mine, thank goodness). But some friends' house was one of those. It was imperative that guests didn't flush anything but what came out of their body, so she bought a nice frame for a note with the bathroom protocol written on it. She didn't want to take a chance on just putting it in the house manual, in case they missed it. And what if they had friends over for a drink who had no idea? Anyway, it was an attractive and practical way to deal with making sure people saw those instructions.

Debra300
Top Contributor
Gros Islet, Saint Lucia

I know this thread is months old, but I just wanted to add a message saying that the St. Lucian government has made the decision for Airbnb hosts regarding digital vs. hardcopy manual.  The guidelines provided by the Ministry of Health and Wellness and the Ministry of Tourism state that all written communication and documents may be shared with guests only electronically.  So, my documents will be stored on thumb drives that will remain connected to the TVs' USB ports.  Also, hosts are to throw away any periodicals/marketing materials such as guide magazines, brochures, flyers, etc. that are left behind by guests.

 

@Sarah977 @Gordon0 @Cathie19 @Jessica-and-Henry0 @Natasha390 @Jim472 

Don't just believe what I say, check the Airbnb Help Center

Ok - so I'm new to Air BnB. Its a great website and service but...

I have created an awesome PDF house manual and printed a hard copy for the house for guests to read.

But how do I send a digital copy of it to my guests? Just thinking this could be a useful thing to do pre-check in.

I can't upload my already created house manual to the Air BnB website.

And I can't send attachments via the email? 

Any tips out there?