A thoughtful guest welcome guide is one of the highest-ROI investments a short-term rental owner can make. It reduces the number of messages you receive during a stay, prevents avoidable problems, and makes guests feel cared for from the moment they arrive. Here's how to build one that actually gets read and used.
Format Matters as Much as Content
The best welcome guides are visual, scannable, and short enough that guests actually read them. A 20-page Word document in 10-point font will sit unopened on the counter. Aim for a printed booklet or laminated one-pager with photos, clear headings, and bullet points. Tools like Canva or Touch Stay (a digital guest guide platform) make it easy to create something that looks professional without design experience.
What to Include
Arrival and Access
- Check-in time and exact process (lockbox code, smart lock instructions, key location)
- Parking instructions with photos if the situation is at all confusing
- How to reach you in case of an access issue
The Essentials
- WiFi network name and password (also post this somewhere visible — near the TV or coffee maker)
- How to operate the TV, streaming services, and any smart home devices
- Thermostat instructions and your preferred settings range
- How to operate the washer/dryer if available
Kitchen and Amenities
- What's stocked in the kitchen (coffee, spices, basics) versus what they need to bring
- Trash and recycling procedures — which bins go where, pickup day
- Pool or hot tub operating instructions and any rules (no glass, no children unattended)
House Rules — Friendly Tone
State your rules positively where possible. "Our neighbors are wonderful — let's keep it that way by keeping music at a conversational level after 10 PM" lands better than "NO LOUD NOISE AFTER 10 PM." Guests are more likely to comply with rules that feel reasonable and respectful.
Local Recommendations
This is the section that gets read most. Include your personal recommendations for restaurants, coffee shops, outdoor activities, and hidden gems nearby. Group them by category and distance. Guests love insider knowledge — it's one of the things that makes an STR stay better than a hotel.
Check-Out Instructions
Keep this list short and reasonable. Guests shouldn't feel like they need to deep-clean before leaving, but clear instructions about dishes, trash, and locking up prevent misunderstandings and negative reviews about check-out.
Digital vs. Physical
Consider both. A printed guide is great for the property. A digital version sent with the booking confirmation gives guests a chance to prepare before arrival. Platforms like Touch Stay, Hostfully, and Lodgify all offer digital guidebook tools that can be sent via link before check-in.
A great welcome experience keeps guests happy. The right insurance keeps you protected when things don't go as planned. Talk to VIFO about coverage for your property.