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

[Zheng49]

Thank you very much. That really helps. 

[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.