Tina Villis Following on from last week’s post and my comments relating to lack of information available to us, when we stayed at a holiday house managed by a real estate company recently. So I decided to list some essential content to include for guests prior to or on arrival.
One thing to bear in mind is to include every point that a guest would require who is brand new to the area and the property. Leaving comprehensive instructions is the best way to avoid panicked phone calls from guests. Sending an electronic copy of the Welcome booklet prior to arrival is a good idea. A Welcome booklet is an attractively presented, well-structured and friendly manual that makes your make guests stay as comfortable as possible.
Here are the 6 top sections to include:
1. WELCOME INFORMATION
Commence with a few words welcoming the guests to the property, a phone number so that you (owner/manager) can be contacted easily, the property address and some numbers for emergency services which can be accessed in a hurry.
2. ARRIVAL & DEPARTURE INFORMATION
Details such as arrival and departure times, meet and greet procedures, access to keys or a key safe, car and street parking, security alarms, intercom procedures etc., will all assist in a smooth transition for both arrivals and departures.
3. ABOUT THE ACCOMMODATION
This section is the perfect place to include instructions for using amenities like Wi-Fi, television, sound system, barbeque, swimming pool, spa, appliances, etc. as well as setting out House Rules clearly. House Rules stipulate instructions on what is expected of the guests during their stay, including noise levels, party restrictions, non-smoking, security, laundry and linen guidelines, rubbish disposal and collection, reporting breakages, pet rules, water and septic systems if applicable, and any bi-laws or community etiquette.
4. PRACTICAL INFORMATION
Details of where to find ATMs, pharmacies, medical and hospital services, super- markets, shopping centres, car rentals. A section needs to be dedicated to the attractions and activities the location has to offer plus a list of local cafés and restaurants, bars, hotels with phone numbers and website links to help guests find them easier and make reservations if needed.
5. INVENTORY
Let your guests know what is provided – anything from a ‘starter pack’, linen supplies, a hair dryer, laundry detergent, dish washer tablets, tea, coffee, paper products, salt & pepper, etc. plus any perishable items they are free to use such as herbs & spices.
6. EMERGENCIES
Instructions in case of emergencies can prevent guests panicking – include what to do in the advent of a fire, location of fire extinguisher, fire blanket, first aid kit and evacuation plan. In case of a power failure the location of the meter and fuse box can be useful, and instructions for specific seasonal weather conditions, for example a pending cyclone, can allay fears.
This is a minimum list of contents – use this information to provide to all your guests making their stay as hassle-free as possible. This will save you many headaches including your precious time, in trying to rectify any issues. With comprehensive instructions these situations may not havae occurred.
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