what to include in airbnb welcome book

Guest Experience Operations Manual: Property Information Guide

Document ID: SOP-GUEST-001
Version: 1.0.0
Effective Date: [__________]
Review Cycle: Quarterly

1. Purpose & Scope

This document defines the architectural requirements for a guest information repository. The purpose is to minimize operational friction, reduce support ticket volume, and ensure regulatory compliance by providing guests with a standardized, high-utility reference manual for [Property Name].

2. Prerequisites

• Access to [Property Management System/Digital Platform].
• High-resolution photography of property features.
• Local municipal permit/registration documentation.
• Wi-Fi network credentials and router access.
• List of preferred local vendors and emergency contact data.

3. Roles & Responsibilities

4. Procedure

Phase 1: Core Property Logistics

• List the physical address: [__________]
• Provide Wi-Fi network name (SSID): [__________]
• Provide Wi-Fi password: [__________]
• Document check-in instructions (Keypad codes/Lockbox location): [__________]
• Document check-out requirements (Trash, linens, thermostat, keys): [__________]

Phase 2: Safety & Compliance

• State emergency contact number: [__________]
• Include location of nearest hospital/urgent care: [__________]
• Mark location of fire extinguisher: [__________]
• Mark location of first aid kit: [__________]
• List house rules (Quiet hours, smoking policy, guest capacity): [__________]

Phase 3: Local Integration & Amenities

• List top 3 recommended restaurants: [__________]
• Provide instructions for appliance usage (HVAC, coffee machine, laundry): [__________]
• Include transit/parking information: [__________]
• List contact info for local property management team: [__________]

5. Quality Assurance & Pro-Tips

• QA Check: Ensure all links in the digital version are clickable and active.
• Pro-Tip: Use a "Digital-First" approach (PDF or QR code) to allow for real-time updates without reprinting physical copies.
• Common Pitfall: Overloading the book with too much information; keep it concise to ensure guests actually read the critical safety and house rules.
• Maintenance: Review and update contact information and local recommendations every 90 days to ensure relevance.

6. FAQs

Q: Should I provide a physical or digital copy?
A: Both. A physical binder is a reliable backup during power outages, while a digital version allows guests to copy/paste addresses into GPS apps.

Q: How do I handle sensitive information like security codes?
A: Never include master codes or permanent security system codes. Only list guest-specific, temporary codes that are rotated between bookings.