What Questions Do Guests Ask the Most? Looking to Build a "Top FAQ List"

[Daniel12347]

Hi everyone,

I am putting together a list of the most common questions guests ask so I can better prepare my listings and welcome messages, I'd love to hear what questions you get the most, or even the ones that catch you off guard or pop up repeatedly. 

What questions should every host be ready for? Looking forward to learning from everyones experiences!

[Alexandra2041]

1. I often get a early check-in or late check-out request, which is easy to accommodate depending on your cleaning arrangements. 
2. This time of year I ask if they would like Christmas decs, best to check!
3. And advice on what to do in the area, the guidebook feature on your listing is really helpful for people, as well as a list of recommended places & activities in your welcome book. Also a pile of local leaflets & menus gets good feedback.

[Alex]

Hi @Alexandra2041! 

Thanks for coming to support @Daniel12347, how long have you been hosting? These suggestions demonstrate a lot of experience. 🤗

Best, 

Alex

[Daniel12347]

@Alexandra2041 Early check-in/late check-out requests are super common with us as well, so that is great to keep in mind. Love the idea of asking about Christmas decor and will definitely be incorporating this into our practices, thank you so much !

[Alyson65]

Our rentals are all monthly so people will be staying for a bit in the area. After 9+ years I think my most common have been, what kind of coffee maker, where’s the nicest big grocery store, what is the neighborhood like as in will I be safe. I’m pretty detailed and leave a manual with all sorts of information. 

[Alex]

Hi @Alyson65! 

These are really good suggestions! Where do you add all of this information? Do you include it in an introduction letter? This is great information. 🤗

Best, 

Alex

[Daniel12347]

@Alyson65 Highlighting the best grocery stores and giving guests a sense of the neighborhood's safety is really smart. I am sure it will make them feel more comfortable and at home. Appreciate the insight, thankyou! 

[Amanda2723]

Hi Daniel

1) I often get asked about car parking and if the area is safe. I have had guests who are worried their car might get broken into

2) Nearest supermarket 

3) Request for recommended restaurants 

4) Easiest way to get to London using public transport 

5) Request for early/late check in 

6) Recommended walks 

Most answers are in handbook but always good to offer that personal touch if required 

[Alex]

Hi @Amanda2723! 

Thank you for sharing the list of questions that you usually get. Is this handbook available online, or do you also have a physical copy in the house for when guests arrive? ✅ 

Best, 

Alex

[Daniel12347]

Thanks for sharing these, they are super helpful ! Safety, parking, transport and local recommendations are all things I'll make sure to highlight better. Thankyou again for the insight! 

[Amy3061]

Hi, my most frequent request is if they can extend their stay.  And that is nice. 

But honestly, my guests are usually very quiet. I suppose that is because I put everything in the house manual so they know everything about the cabin. 

[Daniel12347]

@Amy3061 Thanks for sharing! Extension requests are a great sign that guests enjoy the place. Its good to know how much a clear house manual helps- thats something I am working on improving.

[Amanda2736]

Hello Daniel!

I have an automated message that goes out 24 hours prior to check-in, I always cover absolutely everything in an automatic message. I include  address/directions, to how to check in and out instructions, a link to our guidebook, etc. the goal of this message is to answer all of their questions so they don’t have the inconvenience of having to reach out and wait for a response. I always tried to respond immediately, but both my husband and I work and it’s not always possible. Be pro-active and answer their questions before they ask them:-) 

Good luck!

[Daniel12347]

@Amanda2736 Lots and lots of great tips ! I love the idea of a detailed automated message before check in. I have been trying to implement automation recently, especially in this digital age. 

[Amanda2736]

Yeah @Daniel12347 , it’s nice cause you don’t have to worry about remember to send the info 24 hours before their stay. So I have it set to send an automated message as soon as they book, a message 24 hours prior to their stay, and a thank you one the night before check out with the check out instructions. 

another great tip is, I print out a check-out check list and place it on the kitchen counter. Some people don’t check their Airbnb messages once they are checked it, so a physical out list they can check off and sign REALLY helps.