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Welcome Book: Make your guests feel welcome

The process of welcoming guests to your vacation rental is one of the most important steps, if not the most important, in ensuring a great stay. Having a welcome book available is a great way to ensure a good experience and create a good impression, right from the first few minutes.

The first impression that the guest has of your vacation rental is the most important because it is the most lasting and it is the one that can make them recommend or never return. It sets the tone for the entire experience, helps guests feel more at home, and reduces questions that can interrupt their experience.

Make available the information you think is most useful, how the equipment works and what the region offers. But it may not stop here! You can include much more information to minimize any inconvenience during your stay.

Why should I have a Welcome Book?

A welcome book is a vehicle to positively influence your guests’ behaviour. Collecting useful and essential information can greatly impact the guest experience, since it will make the most of their stay and, with it, increase the level of satisfaction.

On the other hand, it shows that you are proactive, by anticipating the answers to the most frequent questions of the guests, saving time for both. Questions like: adjust the temperature of the air conditioner, what is the WIFI password, how does the washing machine work, seem like trivial matters, but they can make a difference if they are revealed beforehand. Guests value you and this will be reflected in their comments!

How to create a welcome book?

7 tips to impress your guests

1. Welcome Page

Start by greeting your guests with a personalized note, not forgetting to thank them for choosing your accommodation. Make yourself available to them, in case the door is opened remotely, through smart locks.

Also, make available:

  • Your contacts
  • Vacation rental address
  • Cleaning protocols and guidelines
  • Parking information
  • Useful information number (location of fire extinguisher, location of first aid kit) or emergency (nearest hospital, fire department, police, what to do in case of emergency)
  • WIFI access (user and password)

2. Table of Contents

A table of contents helps organize the welcome book, making it easy to point guests in the right direction, as well as providing a clear guide to finding the information they’re looking for.

3. Frequently Asking Questions | FAQs

Several questions are most common among guests. Anticipate answers to them.

Example:

  • Check-in and Check-out Time
  • Check-out Procedures
  • Switches location
  • Nearby restaurants, hospitals, grocery stores, bank/money exchanger counters, etc.
  • Security

4. House Rules

It is very important that you establish the house rules. It’s important that they are very clear and thus avoid problems with the guests and possible claims.

  • Check-in and check-out procedures
  • No smoke
  • Pet policy
  • Quiet hours and noise policy
  • Trash, garage, recycling
  • Common area management
  • Pool and spa rules (if applicable)
  • Parties and events prohibition

5. Local transportation information

Make sure your welcome book also includes contact information, hours, and directions to nearby transportation.

Some options include:

  • Uber
  • Taxis
  • Airport transfer services
  • Bus schedules
  • Metro
  • Train schedule

6. What to do

Although many guests may already have an itinerary set beforehand, there is always someone who likes to sample the local delicacies, or even get recommendations from those who know the area well.

  • Restaurants
  • Tourist attractions (parks, museums, historical places)
  • Shopping
  • Outdoor activities (hiking, wine areas, hot springs)
  • Fairs and Festivals (farmers markets, jazz festivals, cheese festivals)
  • Nightlife (bars, breweries, discos, theatre, live music)
  • Family-friendly spots (science centre, playgrounds, picnic areas)

7. How to Instructions on Appliances and Electronics 

The appliances may not be the same ones your guest has at home, so don’t assume they know how to use appliances or electronic devices.

  • How the keyless entry works | remote opening
  • Air conditioning and thermostat
  • Washer machine
  • Dishwasher
  • Television and remote control
  • Water heater or boiler
  • Lighting (interior or exterior)
  • Smart devices
  • Garage door access

Where to display the welcome book?

Share the welcome book at least a week before arrival so guests have enough time to familiarize themselves with the information, rules and space. In addition, you can also place a physical copy in the vacation rental unit so that guests always have access to the information. Put it in a conspicuous place, like the kitchen counter, the coffee table in the living room, or even next to the TV.

 

Your welcome book:

Ready to start creating your welcome book? We think so. Give guests the information they are looking for – a welcome book will greatly reduce questions from guests. Remember that when guests are not interrupted in their plans waiting for answers from the hosts, their stay is more pleasant.

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