A vacation rental welcome book is a great way to enhance the experience for your guests. The best welcome books strike the perfect balance between showing your appreciation, providing useful information and explaining what is expected of your guests.
Electronic or Traditional Paper Welcome Book?
My experience has been that most owners choose to use a traditional paper welcome book in a three ring binder. This is generally the recommendation I would make to anyone just getting started owning a vacation rental. These are great because they truly show a personal touch.
There is a growing trend towards electronic welcome books, however. In this situation, your guests would simply launch a website address or mobile application to gain the same access they would with a traditional paper book.
There are a few advantages to an electronic vacation rental welcome book. It is very easy to update information in your electronic book and you don’t have to worry about pages getting torn out or damaged. Many travelers are accustomed to using travel apps, so an electronic version is a great way to embrace this trend. To really make your welcome book stand out, provide your guests a tablet that allows easier access than loading it up on their own device.
A Friendly Welcome Page
Your vacation rental welcome book should be, first and foremost, a welcome to the guests staying in your vacation rental.
Your first page should be a friendly “hello” to your guests that thanks them for staying in your property. Many owners will include a photo of themselves or their family or a story of why or how the property was purchased.
Ideally I would recommend meeting your guests in person at check-in to provide the best customer service. Of course this isn’t possible for many owners. A good welcome page can help overcome the limitations of an automated check-in and adds a human element to the transaction.
Contact Information
One of the most important features of a quality vacation rental is excellent service before and during the guest’s stay. Make it easy for your guest to get a hold of you. Today’s renter also expects to be able to reach you 24 hours a day should an urgent issue arise. Be sure to include instructions on how to reach you after hours if this differs from your primary method.
House Rules
Include a copy of your house rules that help ensure the safety and security of your home, as well as peace and quiet for your neighbors.
Common rules include whether and how the vacation rental allows smoking or pets, areas of the home that may be off limits to guests, quiet time hours and parking rules.
Be wary of having too many rules or very peculiar rules. No one wants to stay at a property with sticky note reminders everywhere that constantly remind them of the rules. The vast majority of guests want to know what your rules are and they want to follow them. Treat your guests like they are intelligent people and they will generally treat your vacation rental with respect.
Check-out Procedures
Your guest is probably paying a cleaning fee, however most vacation rentals ask their guests to perform a few minor tasks prior to checking out. This can include setting the AC or heater to a certain temperature, arranging furniture to the way it was at check-in, disposing of trash and loading and starting the dishwasher.
A good vacation rental guest will want to be respectful of both you and your cleaning staff. Make sure to display this information so guests are not left guessing. Also I would caution you against having too lengthy of a list for your vacation rental check-out procedures. Asking your guests to do too much can cause a sense that they didn’t get a good value and lead to negative reviews.
Practical Information About the Property
Every rental is different, so what you include in this section of your vacation rental welcome book will depend on your property. The list below is not all inclusive but represent the minimum amount of information you should provide to your guest.
WiFi password
Your vacation rental does have WiFi, right? The WiFi password is one of the first things your guest will look for. Display this prominently in your vacation rental welcome book.
Instructions for the TV / channel list and for anything else they might need assistance to operate
Not everyone is tech savvy, so be sure to include instructions on how to operate the TV and other electronics. A TV channel list is another must, since your guests are probably from another area and not familiar with this.
Other items to consider providing instructions for include kitchen appliances, the thermostat if you have an unconventional one, and electronic locks or shutters/blinds.
Amenities that the guest has access to
This can include features of your home such as a grill or water sports equipment or community features such as a swimming pool or beach walkover. Where are these amenities located and how does the guest use them?
Parking information
If your vacation rental is in a condominium or homeowner’s association, you may want to include a parking map.
Maintenance schedules
Let your guests know what day trash is picked up so they know when to set it by the road if necessary. If you have the pool cleaned or the grass cut once a week, make mention of when this occurs so your guest isn’t blindsided.
Local Area Information
You want your guests to see you as a source of recommendations for local area restaurants, nightlife and other areas of interest. I recommend dedicating a lengthy section of your vacation rental welcome book to point out your favorite restaurants and things to do.
You can really have fun with this section and make it stand out. Perhaps there is a particular dish your area is known for or an off-the-beaten-path gem? Be sure to include phone numbers and/or website addresses of every place you recommend to simplify things for your guest.
A Place for Guest Comments
Many owners have a separate booklet just for guest comments, and this is perfectly fine as well. Whether you do this or just include as a separate section in your welcome book, you need to have a place for guests to leave comments. Start your guest comment section with a handwritten note asking for feedback. This shows guests that you are concerned with the quality of their stay.
Something Special
This section can be whatever you want it to be. Just include something that is unique and memorable. You might consider telling a brief story on the history behind your area or home (if it is an older or historical home), for example. A more practical thing to provide might be discount coupons to a local restaurant or attraction.
