Ultimate Airbnb guest info pack checklist - 100+ questions guests might ask in 2021

Written by GuestKit

What should I add to my guest guide?

Here at GuestKit, our goal is to make it easy for hosts to invest in answering guest questions in a way that compounds in value over time: you add the answer to your GuestKit and reduce time spent answering those questions in future. As guests, we always prefer to be empowered to help myself - that's why we started GuestKit.

Screenshot-new-guide-from-template

Below we've listed everything we know about what guests find helpful to know. You can take advantage of these in the product by creating from a template - but we hope you find this useful even if you're DIY-ing it.

Locking/unlocking doors

If you're not always able to greet your guests, this is an important guide to get right.

  • Don't underestimate how foreign your door may be to a guest.
  • If your door is an interior door, be sure to start your guide from the front entrance, if that also requires a key or code.
  • If you're using a smart-lock which unlocks with an app or phone number, be sure that the lock supports non-local numbers. We've heard of many guests being locked out in the US because services only support US numbers!
  • Are there any alarms that alert if a door is left open for too long?
  • Does the door lock automatically?
  • Are there any exterior doors in the apartment which don't lock automatically that guests should be aware of?

COVID-19

Guests are especially sensitive to this topic while travelling during the coronovirus pandemic.

  • How often is the property cleaned? Explain the products used, surfaces treated, etc. to build confidence
  • Do you use a professional cleaning company - what guides are they following?
  • Clarify your mask and social distance policy in shared spaces
  • Clarify what hygiene products are made available to the guest - soap, hand-gel, etc.

Internet

  • Consider printing this information out so that guests who don't have any other way of getting online can consume your GuestKit.
  • What's the access point name?
  • What's the access point password?
  • Are there any areas of the house where coverage is poor?
  • Where is the access point located?
  • What's the procedure to re-start the access point?
  • Will re-starting the access point have any side-effects (voice-assistants won't work for a while, smart-locks might not work for a while, etc.)

Trash and recycling

  • Where should guests take the trash? Add some photos if it's outside.
  • Is there anything that shouldn't be recycled? For example, some countries have a bottle-return deposit. You could explain to guests how to get that money back.
  • What's possible to recycle? This varies from country to country, state to state. Consider uploading a photo of or link to your local recycling guide.

Windows and blinds

  • These are different worldwide. If you get a lot of foreign visitors, consider creating these guides.
  • How do guests open the windows?
  • Are there any windows guests should not leave open when they leave the property?
  • Are there any windows which can't or shouldn't be opened?
  • Are any windows which are difficult to open/require a little trick?
  • Do you have any automation in place for blinds/windows? How is that used?

Air conditioning

  • Does the air conditioning unit have a remote control?
  • Does the air conditioning unit turn on automatically at certain times of day?
  • Does the air conditioning unit turn off automatically?
  • Does the air conditioning unit have a sleep timer?
  • Is the air conditioning unit controlled by a themostat? If so, where is that located?

Heating

  • Does the property have a thermostat? Where is it located?
  • If you have a fireplace - how do you get it started safely?
  • Is there a timer for the heating?
  • Is it possible to schedule the heating? Is this pre-defined?
  • Is there a remote control you can use to control the heating?
  • Can the heating be controlled by a smart-assistant?

Washing machine

  • How do you use the washing machine?
  • Where do you put soap or fabric softener?
  • Is there any detergent available for guests to use?
  • Where can guests dry clothes?

Clothes dryer

  • How do you use the dryer?
  • How do you empty the dryers water reservoir?
  • How do you clean the lint-trap? This is important to prevent fires.

Shower

  • How do you set the temperature?
  • How do you set the pressure?
  • Are there multiple shower-heads? How do you switch between them?

Watching TV

  • Where do you normally keep the remote control? Where would you like your guests to leave it when they check-out?
  • Are there any hardware buttons to turn the TV on/off?
  • Can your TV be controlled by a smart assistant like Google Home or Alexa?
  • How do you watch TV?
  • Are there any services available (Netflix or YouTube for example)?

Listening to music

  • Where are the speakers located?
  • Are there any rules about how early/late your guests can play music?
  • Can your music be controlled by a smart assistant like Google Home or Alexa?
  • Are there any services available (Spotify or Amazon for example)?

Renting a bike

  • Do you have any bikes available?
  • Where can your guests rent a bike? Try attaching a map link!
  • How much can guests expect to pay for a bike?
  • Are there any laws guests need to be aware of? Lights at night, hand signals, etc.

Packages

Getting packages delivered:

  • Can guests get packages delivered to the property?
  • What address should they use to do so?
  • Do guests need to leave any special instructions to the driver?

Sending packages or letters:

  • Where can guests send packages or letters? Try attaching a map link!
  • Where can guests purchase stamps?

Ordering food

  • Where would you order food from?
  • Do you recommend any restaurants?
  • Do you recommend any apps to your guests (UberEats, Deliveroo, JustEat, Wolt) - try adding your referral link!

Buying groceries

  • Where would you buy your groceries?
  • What's the budget option? How about the fancy option?
  • Are there any speciality shops your guests might like? Butchers, farmers markets, etc.
  • Are there any local specialties you'd recommend your guests try out?

Using the kitchen

  • What's available to guests in your kitchen? Consider making an extra step to this guide, or individual guides.
  • How does a guest use the oven? Are there any pots/pans you'd prefer they didn't use?
  • How does a guest use the dishwasher? Are there any tablets/detergents available for the guests to use?

Luggage storage

  • If you have an early check-out policy, and the guest has a late flight, what options do they have to not have to carry their luggage all day?
  • Do you offer temporary storage?
  • Are there services such as Stasher or lockers available near your property?

Checking out

  • When leaving, what do you expect your guests to do?
  • Where should guests leave the key?
  • Where should your guests leave any trash or recycling?
  • Should guests strip the sheets?
  • Lock all windows
  • Lock all exterior doors - remind guests if there are doors other than the main entrance

Travel options

  • What's the best taxi service to use?
  • What's the best taxi app to use? Try adding your referral link for that service!
  • Where can guests buy bus & train tickets?
  • Is there an app to buy bus & train tickets? Attach it as a link!

Locked out?

  • Who should the guest contact?
  • Is there somewhere they can wait nearby while they wait for someone to come and help them?
  • Is there a fee for this inconvenience?

Security cameras

  • Guests have a right to privacy and an understanding of where and when they're potentially being watched on your property.
  • Explain to guests that the cameras are for their own safety and for your peace of mind as a host.
  • Point out where each camera is, and consider including a screenshot of exactly what that camera can see.
  • Do your cameras record audio? You should disable or disclose this.

Smart assistants

  • Devices like Alexa and Google Home are still very new to most people. They might be evolving quickly and be tightly integrated into your home - so it's important to explain how they work!
  • Explain what the devices are capable of in your property.
  • What's the trigger word for your devices?
  • Can they control temperature? What's the command?
  • Can they control lighting? What's the command?
  • Can they play music or TV? What's the command?
  • How can your guests disable them? Some people are uncomfortable with being listened to.

Any we missed?

Drop us a line to hello@guestkit.io so we can keep our list growing!

About the Author

GuestKit helps your guests help themselves - as well as providing local recommendations and a simple method to contact you, all through an accessible and professional app.

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