how to direct guests to find house manual, house rules, check in info, directions

[Joi0]

I have a recurring problem of guests asking me for all the information that I have already provided in my listing. I don't mind answering their questions but I would also really like to know how to direct them to the information through their booking details. After the booking is made, where is the following informaiton located for them?

-check in info

-directions

-house manual

-house rules

Are there links to all of these on their itinerary? Or do they have to hunt for it?

It seems odd that it's not obvious to them where to access this info.

Thank you for the help!

[Julie1261]

It is very frustrating. I'm a brand new Airbnb host. And when I send a thank you for booking with us email, I add before you get here please read the rules and manual etc. I have a printout in each room. And.... I have sticky notes everywhere and people aren't getting it. What the heck?

[Donna573]

As a guest, I can tell you that you have to search for the house manual (I have yet to find it for either of my stays and I'm not really an idiot, trust me). From my perspective, it would be a nice touch for the host to leave a printed copy as well--thank you to those folks who do.  And for those of you who seem to feel it's just SUCH an imposition that guests "just don't" read--I'll be sure I never inconvenience you by staying at your places.  I'm not singling anyone out but I'll be sure and check this message board from now on.  

[Sophie1045]

I have 5 listings and have the same exact experience.  Very few people find the manual and i always say please read it when they book as it has all the info, and they still cant find it.  i wish air bnb did a better job of this as it makes hosting harder than it should be- i get complaints of people saying they didnt know where to bring trash (not that using some common sense wouldnt answer that ? anyway... but...)- and its all very detailed in the manual, which i repeatedly ask them to locate prior to their trip.  
AIRBNB, PLEASE IMPROVE THIS. 

[Sophie1045]

I have 5 listings and have the same exact experience.  Very few people find the manual and i always say please read it when they book as it has all the info, and they still cant find it.  i wish air bnb did a better job of this as it makes hosting harder than it should be- i get complaints of people saying they didn't know where to bring trash (not that using some common sense wouldn't answer that ? anyway... but...)- and its all very detailed in the manual, which i repeatedly ask them to locate prior to their trip.  
AIRBNB, PLEASE IMPROVE THIS. they write as a case manager but no one has done anything about it. It seems such a simple fix. 

I called airbnb the other day, got put on hold for 40 min, and hung up as i was frustrated just to simply be connected to another department.  not really impressed with customer service- so many issues i have been unresolved- 

[Katie229]

I found this thread when searching for the same answers as most of you. I am a Superhost and have always assumed my guests just 'miss' the information I provide because they don't really try. But my experience today as a guest on my own trip revealed a real issue with the Airbnb website!! I submitted feedback to Airbnb and will post that feedback here in order to 1) Help others navigate this issue and 2) Further encourage Airbnb to fix this issue to HELP US ALL, guests and hosts alike! 

My feedback to Airbnb was as follows:

A simple message from my host on an upcoming UK trip revealed a HUGE problem with the way your website provides guest’s with their itinerary!

My host sent me a message, "You also have the WiFi code now, under Guest Resources, so you can call me from the door, by What’s App." My attempt to locate the WiFi code in "Guest Resources" led me down the rabbit hole! (As a SuperHost myself, I am now horrified at the difficult time all of MY guests must have trying to find the information I provide for them!)

The information is hidden better than an Easter egg in an online game!

A variety of paths lead guests ALMOST to the itinerary, when they click on the green-lettered “Show trip details”. But the only information apparent on this page is a list of dates, a list of "Things to do in town" and two green-lettered buttons, "Get directions" and "Contact host". The HIDDEN option that actually gets you to the itinerary is to click on the un-boxed, non-highlighted, non-green-lettered "Your bed and breakfast reservation" which, at best, looks like it might send you to the original listing, if anywhere at all. 

The same limitations exist if you click on “Keep track of your plans”. You now have four green-lettered buttons, “Get directions”, “Contact host”, Check-in instructions”, and “Modify reservation”. The HIDDEN option that actually gets you to the itinerary remains at the top — the un-boxed, non-highlighted, non-green-lettered "Your bed and breakfast reservation". 

Further complicating things for the guest is your wildly inconsistent use of names for this information page, including “guest resources”, “itinerary”, “Show trip details”, and/or “Your reservation details”. 

And while you can reach the well-hidden itinerary by a variety of paths, the wildly inconsistent use of green-lettering and boxes to highlight clickable paths adds yet another layer of confusion.

Perhaps your attempts to optimize the up-sell on “Experiences” has caused or exacerbated this issue. But I strongly recommend you hire a few UX Designers with deep Airbnb experience to help guide you back to a simple, intuitive and seamless experience for your (AND MY) guests!!

[Will99]

I'm on with a guest now. No idea how to direct them to the house manual.

[PaulandSaki0]

It’s 2022…I took the time to give detail on the few systems in my house that need some more explanation in the “House Manual” when I set up my listing over a year ago. Since then I assumed that guests just don’t read or simply want a quick answer, so that call you or the emergency contact wanting info that’s, you guessed it, IN THE HOUSE MANUAL! 
Well I just went looking for said Manual after making a booking myself and it pretty much hidden. WHY? Did? I? Make? This? Manual? For it to be hidden? 
This is a pretty substantial thread with a clear complaint and resolution that one rep asked what could be done years ago and the problem doesn’t seem to have been fixed. At all. 

[Patricia3408]

@PaulandSaki0 - I wholeheartedly agree!! I'm a new host, and I've resorted to just pasting the entire text on my messages to guests using the shortcode feature, just to make sure that they can see it - here it is dear guest, please read and acknowledge. 

But we have no transparency on how it's shown to guests on their Trips section. There isn't even a Help article for guests on "Where do I find the House Manual?" 

I also previously posted that Airbnb prioritized creating a nice template to create a Guidebook (local area attractions) AND hyperlink to share the listing Guidebook over making one for the House Manual. I think the House Manual should have exactly the same features; at the least, a hyperlink to easily share the House Manual document.  I think this has more important info for the guest to know over knowing the closest hiking trails nearby, which could be easily Googled.

Hi @Lizzie  !  Are you able to offer any insight into planned improvements for the House Manual to be more accessible to guests? The community has been eagerly awaiting since 2016.  

Thanks!