What to Include in Your Airbnb Welcome Guide
First impressions matter. Everyone knows it, and no matter what business you’re in, there is nothing worse than unmet expectations. Besides the walk from the car to your front door, the welcome guide is your opportunity to lose at nailing that first impression – of both you as a host as well as your rental home.
With over 8 years of hosting experience under our belts, we’ve not only learned what guests like to see in a welcome guide, we know what exceeds expectations. We’ve taken the guesswork out of it so you can confidently provide your guests all the information they need for a comfortable, convenient, and enjoyable stay. Let’s jump into it!
What is a Welcome Guide?
By now, most everyone knows what a welcome guide is. But for the record, a welcome guide is essentially a house manual for your guests paired with relevant information regarding house rules and amenities, emergency contact info, and restaurant and activity recommendations.
Why do I need one?
In most short-term rentals, the host isn’t on the premises to greet their guests – many aren’t even in the same state. Whether you’re onsite or not, a welcome guide gives you the chance to get ahead of any questions or frustrations your guest may encounter. Sure, they may still reach out to you inquiring about the very first thing listed on your guide, but once you respond accordingly and gently remind them that information is also on the guide, guests usually feel bad for not checking there first and will refer to it going forward. Case in point: we once had a guest message us for the WiFi info. Not only was it listed on the Welcome Guide, but it was also (beautifully) printed, framed, and placed in almost every room of the house. Bless ‘em.
Why do I need a physical guide when I provide a digital one on my listing page?
A welcome guide allows you the chance to properly relay what your expectations are for your guests while concurrently meeting their expectations of you as their host. Don’t expect the person who booked the rental to be as hospitable as you may anticipate them to be – it’s a stretch to expect them to share a digital guide you’ve created with everyone in their party.
“Oh, you didn’t know it was against the rules to smoke a doobie in my house?”
Except, you did – because that beautiful guide is sitting right there on the kitchen counter.
When you have a physical guide on the property and have it placed where guests can’t miss it, you’re covering all your bases.
Also, keep your audience in mind when writing your guide, and be sure and make it as fool-proof as possible. I.e., pretend you’re writing instructions down for your 5-year-old nephew. That kind of fool-proof.
Does my guide need to be fancy?
A welcome guide allows you the chance to properly relay what your expectations are for your guests while concurrently meeting their expectations of you as their host. Don’t expect the person who booked the rental to be as hospitable as you may anticipate them to be – it’s a stretch to expect them to share a digital guide you’ve created with everyone in their party.
“Oh, you didn’t know it was against the rules to smoke a doobie in my house?”
Except, you did – because that beautiful guide is sitting right there on the kitchen counter.
When you have a physical guide on the property and have it placed where guests can’t miss it, you’re covering all your bases.
Also, keep your audience in mind when writing your guide, and be sure and make it as fool-proof as possible. I.e., pretend you’re writing instructions down for your 5-year-old nephew. That kind of fool-proof.
HOWEVER, while the style of your guide doesn’t matter, what does matter is making it clean and easy to read and laminating it. We get ours laminated at UPS or FedEx – it’s a very strong laminate and will withstand many grubby hands to come.
If you would like to make a pretty one, I’ve used this beautiful template from Etsy before. It’s fully customizable so you can include as much information as you’d like, or just the essentials.
What do I include in my guide?
Remember, always start any form of communication with your guests in a warm and friendly greeting. You’re sharing a lot of important information in this guide, and you want guests to read it and receive it well, so start it off with a kind greeting such as, “Welcome to Our Home!” (or whatever precious name you’ve given your rental) and follow it with something like, “We are so excited to have you! Let’s walk you through our home.”
Let’s get into it, yuh!
1. Entrance & Exit Instructions
If you have a keypad for your front door entry (and if you don’t…I’m here to let you rethink that), don’t write the code in the guide since that is subject to change. Instead, say something like, “you were given a unique code before arriving” as well as information regarding exiting the home (enter that same code upon leaving to lock the door and be sure to check it behind you.
“Do you really have to put that?” you ask. Yes, I reply. Yes, you do.
Ask me how I know.
2. WiFi username and password
3. TV Instructions and streaming services or cable available
Include the account login information for any streaming services you provide; guests will often log out of your guest account and into their own, leaving the next guest having to log back in. Or harass you for login credentials.
4. Thermostat Instructions
Include a “How To”, as well as information on any permanent setting ranges you may have installed, or any temperature requests to have it set to upon entering and exiting the home.
5. Kitchen Notes
If you leave wine, coffee, tea, creamer, and/or snacks available for guests, let them know where they are and that they are welcome to help themselves to them.
6. Additional General Amenities
List where any additional general amenities you provide can be found. For example, “In case it rains during your stay, we keep an umbrella in the hall closet. If you do use it, we kindly ask that you please return it to its place before your departure.”
7. House Rules
Include rules surrounding smoking / non-smoking, quiet hours, glitter, etc.
No one likes throwing rules at people, but house rules matter because your investment matters, as well as the people located near it. If guests are too loud and a complaint is filed from an annoyed neighbor, not only does that paint you (and other hosts) as disrespectful landlords who don’t care about your neighbors (depending on how you handle that situation), but your permit could also be at stake. No STR permit, no STR.
8. Emergency Contact Information
In addition to your own contact information, include 911 for United States emergency contact info. This seems obvious, but for those traveling internationally, it’s necessary and appreciated.
9. Local Restaurant &/or Activity Recommendations
If you’re listed on Airbnb, this is a Welcome Guide essential. After all, Airbnb’s branding is based around “living like a local.” But even if you’re not on Airbnb, it’s greatly appreciated by any visitors new to the area.
Try to highlight several spots your city is known for, then throw in a few of your favorite local spots as well. Include a few breakfast and lunch options, and many dinner options. For Nashville, we list Hattie B’s for their hot chicken, Martin’s for their BBQ, and Tavern for their brunch; we’re big fans of a local staple named Margot so we toss that in as a wildcard, along with several more of our local favorites.
Murals are a big thing in Nashville, so we include info on some of the more popular ones in case visitors want to grab a photo while they’re here. We also list a few local parks near the home in case guests want (need😅) to take their kiddos or check out some hiking trails.
10. Check-Out Information
Include check-out time and any small requests you may ask of your guests upon their departure.
While some people frown upon either being asked, or asking, guests to do anything upon checkout given they’re paying a pretty hefty cleaning fee, we have found that asking guests to do minor requests upon checkout, like gathering the trash or starting the dishwasher, can be a major help to our cleaner, and most guests are usually happy to oblige.
That’s it! You’ve now got everything you need to create the perfect Welcome Guide for your guests. In addition to the guide, if you’re a local host and want to go above and beyond, leave them a hand-written thank-you card next to the guide. Not only will guests appreciate the personal greeting they received, it reminds them that a real person owns the home they’re in and encourages them to treat it as they would their own.
If you need help writing a welcome guide, or with implementing any of the steps needed to run a 5-star short-term rental, we’re here to support and guide you however we can. Visit us at wildcatinterior.com to book a consultation – or a free discovery call if you’re not quite sure what your short-term rental needs are. Go get ‘em, tiger!
And now, for Charli & Natalie’s Q&A of the Day
“Natalie, what would you say is the biggest mistake people make when designing their short-term-rental?”
“Hmm…one mistake I see a lot is people trying to be too matchy with their furniture. It’s perfectly ok (and encouraged) to mix different wood tones! What’s the biggest mistake you see people make, Charli?”
“I often see people using rugs that are far too small for the spaces they have them in.A word of advice: If you need guidance on mixing wood tones in your home, this article from MYDOMAIN is a great place to start. For help figuring out which rug size to put in your home, Ruggable has a great guide for this. You got this!
