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

[Tim4418]

Ah thanks Joan - how had I not seen that?!

[Mijail3]

Hello @Tim4418 

We had similar situations at the beginning of our journey with Airbnb, what work for us is three things:

*Disable the Instant-Book option

*Welcome all the inquiries and ask them very straight forward (and friendly) if they agreed with the rules and manual of the listing in order to accept the reservation, if they say yes (sometimes in less than 3 mins which means that they didn't actually read it after the inquiry) I immediately tell them that we will be happy to receive them following by one smooth verification of some of our most relevant rules, for example: "We will be happy to accept your reservation and we will be sure to have the cleaning service finished few minutes before the check-in time so you can enjoy of a freshly cleaned apartment" (that we actually do) or: " We will be happy the accept your reservation and we will let our neighbours know that very quiet guest(s) will be visiting our apartment and will not interrupt the little children dreams during quiet hours as per the building rules". I of course don't accept the reservation just yet and wait for they confirmation (here is where they seems to really start reading the rules).

*I left a hard copy of the most relevant rules described in the most friendly way possible right next to the Internet modem including the internet WiFi password in the first part of the document.

We have a very detailed set of rules in our published listing and sadly we have multiple situations where guests didn't read any of those, even when Airbnb clearly communicate that in order to make a reservation they need to agreed to the house rules. I tried to report some of these cases to Airbnb and guest what? They reply that there is nothing additional that they can do... So, I am forced to force my own rules before accepting an inquiry. Maybe it doesn't sound nice but it works for us.

Hope this helps you and I wish you the best luck.

[Tim4418]

Thanks Mijail - excellent ideas. I do have instant booking turned off, although haven't turned down anyone yet. But also had no disasters!

I have asked if they've seen the rules / arrivals guide but they've just said "No - not received them yet!"

Leaving hard copies out is also a good idea, but I don't want to feel like a strict boarding school!

All a balance and a learning curve!

Thanks

tim

[Valentine147]

In my case, I have created a template containing check in and the rules details. I always send it to them through Airbnb a day or in the morning of their check in. I send the house picture and arrow indicating the entrance direction.