How can I ensure a guest sees the arrivals guide /...

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

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

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