Digital guidebooks and house manuals
The folder on the kitchen table has moved to a link on the guest's phone. Done well, it answers most questions before they are asked.
What a guidebook is for
A digital guidebook gathers everything a guest needs about the place, in one link: how to get in, how things work, what to do on departure, and a few local tips. It can be a dedicated app, a simple web page or a shared document. The format matters less than two things: it opens quickly on a phone, and it is accurate.
What guests look for, in order
- Getting in: address, entrance photos, each door and code, parking or nearest transport.
- Wi-Fi: network name and password, at the top, not on page five.
- How things work: heating, hot water, oven, washing machine, TV, with photos of the controls.
- Rubbish and recycling: where it goes and on which days.
- Departure: check-out time, what to do with keys, dishes and towels.
- Help: who to contact, and what to do in an emergency.
- Around the flat: a supermarket, a bakery, a pharmacy, a couple of places to eat.
Short beats complete
Guests skim. One clear sentence and a photo per topic works better than a long paragraph. Put essentials first and local recommendations last. If a section is longer than a phone screen, it can probably be cut.
Photos of the controls
The most useful images in any guidebook are photos of switches and dials: the boiler, the thermostat, the oven, the washing machine programme to use. They save more messages than any text.
Keep it current
An out-of-date guidebook is worse than none, because guests trust it. When a code, an appliance or a recommendation changes, update the guidebook the same day. Review the local tips regularly: restaurants close and opening times change.
Offline matters
Guests often open the guidebook on arrival, in a stairwell with poor signal. Make sure the essentials can be saved or viewed offline, or send them in the check-in message too.
Guidebooks and automated assistants
A well-kept guidebook is also the best source for any automated assistant answering guest questions; see AI and automation in short stays.