How can I ensure a guest sees the arrivals guide / house rules?

[Tim4418]

Hi all,

I've had 3 guests recently (two of whom were first timers) that claimed they hadn't 'received' the arrivals guide or seen the house rules.

Two then kept asking me questions, not a problem of course, except they were answered in the guide.

Then one marked me down over ease of check-in, possibly / probably because he didn't know what to do having not read the guide.

So when they say they haven't received it or can't find them is there an easy way to point them towards the info?

Many thanks,

Tim

[Andrea6232]

Ciao @Tim4418 ,

to make sure my guests read the House Manual I send them an extract of the most important things via chat two days before their arrival 😉

Andrea

[Tim4418]

Thanks Andrea - that makes sense, and is what I did for one at first because I wasn't sure how it worked. I guess it could be the only way - kinda negates the point of having it on your listing though!

Tim

[Paula]

Hi @Tim4418, I am tagging @Joan2709, @Shelley159 and @Andrea6232  here so they receive a notification of your message. This way, we increase the chances of them getting back to us.

Quick tip: To tag someone, tap "@" and select the host's username from the dropdown menu 😊

[Tim4418]

@Paula ah thanks! I didn't realise, I thought they would just get notified that I'd replied to them.

Duly noted for the future! 🙂

[Shelley159]

Hi @Tim4418 

I would try to keep it to a minimum (few rules, short sentences). A long set of rules is less likely to be properly read. There's a bad stereotype about Airbnb hosts and their lengthy rules - many guests would appreciate knowing just what is absolutely necessary. If you then also communicate clearly as you have said, hopefully things work out well.

[Tim4418]

Hi Shelley 

The list of rules is mercifully short thankfully!

But there's quite a bit of info in the Arrival Guide, such as the key safe code, parking info, how to work the heating, etc etc all of which is very useful  to know.

And knowing they've read one is a good way of knowing they've read the other. 

In would be good if there was a tick-box confirming they've read the info - especially the rules. I think unless I can find a way to link to it for them copying & pasting might be the best option

Cheers

tim

[Joan2709]

@Tim4418 

Most Hosts send an automated (Scheduled Message) with all the check-in instructions to make the check in process easy. It's usually sent the day before or the day of check-in. All the information is also available to guests under the Trips tab on their Airbnb account, but most don't even know it's there. The guest needs to:

Click their profile photo

Click the Trips Tab

Click Upcoming Reservations (click photo of property)

Then Rules & Instrucions

Since most guests (especially new ones) don't know how to find this info on the App we tell them in our Scheduled Message where to find the information and also provide a direct link they can click to the Arrival Guide.. To create the link for your property:

https://www.airbnb.com/reservation/check-in-guide/972474071268144078

The number at the end is your listing ID number and will obviously be different for each property. The first part of the URL will be the same for any listing:

 https://www.airbnb.com/reservation/check-in-guide/

[Tim4418]

Brilliant Joan, thanks so much. That's just what I was after.

I never actually been a guest so don't know how it looks from the other end!

Cheers

tim

[Joan2709]

@Tim4418 

Unfortunately, the direct link to check-in instructions was removed by Airbnb so the method above won't work anymore.

[Zheng49]

Thank you very much. That really helps. 

[Jay-And-Ausy0]

Hello - does this link work anymore? I used to be able to go to this link myself to review, but it now takes me to a different page on airbnb that does not display the guide. 

[Joan2709]

@Jay-And-Ausy0 

No...Airbnb removed the ability to use the link.

You can add videos and photos to scheduled messages now, so I would do that to provide check-in info to the guest.

[Tim4418]

What do you suggest photos of? Grabs of the arrivals guide. I just had a guest ring three times asking questions that were all covered in the guide! I don't mind answering any questions but it is a tad frustrating and I worry it makes me look like a bad host that things aren't clear. I'm tempted to book at my own place so I can see the arrivals guide the same way the guests see it!

[Joan2709]

@Tim4418 

You can view what the Guest sees using the "View" feature in the Listing Editor/Arrival Guide (kinda).

We attach photos of where to park, the front door, and the smart lock to the check-in message. We also add a video of how to use the smart lock.