How do you communicate and when before a guest arrives?

[Tammi9]

Hello, I am new to AirBNB and new to hosting.  We bought a second home and I have created our listing.  We are now getting reservations which I confirm and welcome the guest.  My questions as a newby... at what point and how do you give your guests the access info to the home and other instructions?  Also, is it good to have a laminated welcome sheet inside once they arrive making suggestions and reinterating house rules? Thank you in advance for sharing what has worked for other hosts!

[Linda108]

Hi @Tammi9.  You have a nice home for guests and as time goes by I imagine you will add more information about your space along with more pictures that tell a story for your guest.

As to communicating, if there are any rules that are deal breakers for you, be sure to include them in the listing as that will be important if there are guests that are breaking rules and causing problems.  In addition to rules online, it is a good idea to have the rules available to the guest to reference while in the space.  The in-home rules would include your expectations about staying in the home and leaving the home at check-out.  I include the WiFi log in information as well to get them to read the rules.  Are you able to greet the guests or are you too far away?

I view communicating with future guests as the beginning of a rapport between host and guest that will enhance the guest experience.  As part of the reservation acceptancthe process, I like to know what brings them to my area and  that the guest is aware of basic aspects of my listing.  Then I want to have the names of all people in the party, when they expect to arrive.  I also offer to provide suggestions for dining or activities if that is indicated.  Depending on how much in advance is the reservation, I will space out the messages.  Some guests book a year in advance!  

If it is self check in, send that information close to the check in day, for example, 24 hours in advance.  You do not want people who have cancelled, and there will be those, to have information about checking in.  Also if you have not greeted and oriented the guest, a message greeting them the next day and asking if there are any questions are concerns is good to handle any issues.  Hope this helps and good luck!!

[Bruna-and-Siana0]

Hi @Tammi9, I agree with everything @Linda108 said. You'll see that most of guest don't read the description, house rules, etc. It really helps having everything printed. Definetly include the Wifi password, this is always the first question you'll get. You might also want to label cabinets to help guest finding amenities. The easier you make it for guests, the less messages and questions you'll get. It really saves time. 

We have a binder with all the information guest might need. In the top page we summarized the house rules and basic house manual including the wifi password, our phone numbers, emergency number. The basic and most important information is in the frist page. If they want more info, they can check the rest of the pages. We include suggestions for groceries, restaurants, entertainment, sightseeing.... 

We sent a welcome message 24h-48h before check-in which includes the basic info to check-in. We also sent a thank you message after check-out. You might also want to send a message after the first night to ask how everything was. If there was any problem, better find out early and try to solve it that finding it out in the review. 

Since you are just starting, ask your guests for feedback of what you can do to make their stay better. You might get good suggestions. Sometimes small things like extra outlets, extension cords or extra light can make guest stay more comfortable. 

[Paul154]

As a guest, I so appreciated a paper greeting sheet that I use one as a host.

It's a way to personalize and brand your offering.

Keep it short and sweet

[Jessica-and-Henry0]

@Tammi9

I get a lot of international guests and Henry or I always greet and welcome them personally. We usually send details about finding our home about 1 week prior to the check-in date  because many of our guests take 15+ hr flights from their home country to Korea. If we consider travel time from when the guest leaves home and arrives at our home for check-in, many would have been on the road for close to 24hrs, so in this case, we sent everything in advance to make sure they have all the information and if necessary, have time to print it out or ask questions. 

Our check-in tour is usually very basic and we point out the binder (in the guest room) with the house rules, general information about housekeeping, a copy of the "community rules for residents" (that apply to everyone in our apartment complex), common sense rules and reminders about our expectations for using the common areas, appliances, laundry etc. It also has the wifi pw and how to use the safe instructions (just like a hotel room safe) that we have in the guest room and instructions for using the appliances because the buttons on our washing machine, water dispenser, microwave are in Korean. We are on-site hosts so guests can ask and we are always happy to help but we also make sure guests can be self-sufficient. We usually end up showing guests how to use appliances 1~2 times before they get the hang of how to use them with ease - but they have directions in case they get confused and we are not around to help. 

If you get international guests, they may have difficulty with very basic things like adjusting the thermostat, using appliances, using the bathroom and between which sheets they should sleep in so the amount of information should depend on the type of guests you get 🙂 Happy hosting! 

[Tammi9]

Thank you all for yur insight and taking the time to reply.  I will get started putting my welome page together inside a binder to keep in the kitchen!  Have a wonderful and prosperous summer!