Creating a Welcome Book That Wows Guests & Reduces Questions

Every STR host knows the frustration: your phone buzzes at 11 PM with a guest asking how to turn on the TV. Or you receive the same question about the wifi password for the hundredth time. Or worse, a guest leaves a 4-star review mentioning "confusing check-in instructions" when you thought everything was clear.

A comprehensive welcome book solves these problems while elevating your guest experience from good to exceptional. The best welcome books do not just answer questions. They anticipate them, showcase your local expertise, and make guests feel genuinely welcomed. This guide covers everything you need to create a welcome book that works. For more strategies on delighting your guests, explore our Guest Experience Optimization Guide.

Why Welcome Books Matter

A thoughtfully designed welcome book delivers multiple benefits:

• Fewer guest questions: Address common concerns proactively, reducing your message volume by 50-70%
• Better reviews: Guests appreciate detailed, helpful information and reward it in ratings
• Smoother stays: When guests know how everything works, problems are prevented before they start
• Local authority: Your insider recommendations position you as a trusted guide, not just a property owner
• Revenue opportunities: Partner with local businesses for referral commissions or promote your other properties
• Professional impression: A polished welcome book signals a well-managed, quality property

Digital vs. Printed: Which Is Better?

Modern hosts often debate whether to go digital, stick with print, or offer both. Each approach has merits.

Digital Welcome Books

Advantages:

• Easy to update when information changes
• Guests can access before arrival
• Searchable content
• Can include videos, maps, and links
• No printing costs
• Environmentally friendly

Disadvantages:

• Requires wifi/data to access
• Less personal feel
• Older guests may prefer print
• Easy to forget or ignore

Printed Welcome Books

Advantages:

• Always accessible, no technology required
• Tangible and harder to ignore
• Can be displayed prominently
• Feels more personal and curated
• Works during power/internet outages

Disadvantages:

• Harder to update
• Printing and design costs
• Can wear out or become damaged
• Limited space for content

The Best Approach: Both

Most successful hosts offer both formats. Send a digital guide link before arrival (so guests can plan their trip), and have a printed book in the property for quick reference during their stay. The digital version can be more comprehensive; the printed version focuses on essentials.

Essential Welcome Book Sections

Every welcome book needs these core sections. Start here, then add extras based on your property and market.

1. Welcome Message and Property Overview

Begin with a warm, personal welcome. Introduce yourself (briefly), express your hope that they enjoy their stay, and give a quick overview of what makes your property special.

Example: "Welcome to Mountain View Cabin! We are so happy you chose our home for your Smoky Mountains getaway. This 1920s cabin has been in our family for three generations, and we have filled it with everything you need for a relaxing retreat. This guide will help you make the most of your stay."

2. Check-In and Check-Out Instructions

Even if you sent these in your pre-arrival message, include them again. Cover:

• Check-in time and process (door code, key location, parking)
• Check-out time and procedures
• What to do with keys/codes on departure
• Trash and recycling expectations
• Linen/towel protocols (leave on floor, strip beds, etc.)

3. WiFi and Electronics

This is the number one question guests ask. Make it impossible to miss:

• Network name and password (in large, clear font)
• TV instructions (input selection, streaming apps, smart TV login)
• Bluetooth speaker pairing
• Sound system operation
• Thermostat instructions

4. Property Systems and Appliances

Walk guests through everything that might not be immediately obvious:

• HVAC operation (especially smart thermostats)
• Washer and dryer instructions
• Dishwasher basics (what detergent to use, special cycles)
• Coffee maker operation
• Fireplace instructions (if applicable)
• Hot tub or pool operation and rules
• Grill usage and propane location
• Garage door or gate codes

5. Emergency Information

This section could save lives. Include:

• Emergency services: 911 (and note that you must provide the address to dispatchers)
• Property address: In large font for emergency calls
• Nearest hospital: Name, address, phone number, and estimated drive time
• Urgent care locations: For non-emergency medical issues
• Fire extinguisher location
• First aid kit location
• Circuit breaker location
• Water shut-off valve location
• Your contact information: Phone number for property emergencies
• Backup contact: Co-host or property manager if you are unavailable

6. House Rules Reminder

Restate your most important rules without being preachy:

• Quiet hours
• Maximum occupancy
• Smoking policy
• Pet policy
• Parking rules
• Any neighbor-sensitive policies

Frame rules positively when possible. Instead of "No loud music after 10 PM," try "Our neighbors appreciate quiet enjoyment after 10 PM. Thank you for being considerate."

Local Recommendations: Your Secret Weapon

This is where you differentiate from hotels and create genuine value. Your local knowledge transforms you from a faceless host into a trusted guide.

Restaurant Recommendations

Organize by category and include specifics that help guests choose:

• Fine Dining: "The Farmhouse Table - Seasonal farm-to-table cuisine. Best for special occasions. Reservations essential on weekends. Try the pork belly appetizer. $$$"
• Casual/Family: "Joe's BBQ - No-frills smoked meats, best brisket in town. Cash only. Long lines on Saturdays but worth it. $"
• Quick Bites: "Maria's Taqueria - Authentic street tacos, open until 2 AM. The al pastor is legendary. $"
• Breakfast/Brunch: "Sunrise Cafe - Local favorite for pancakes and eggs. Go early to avoid waits. $"

Activities and Attractions

Include a mix of obvious tourist spots and hidden gems:

• Must-See Attractions: The spots everyone should visit
• Outdoor Activities: Hiking trails, beaches, parks (with difficulty ratings and time estimates)
• Rainy Day Options: Museums, movie theaters, shopping
• Family-Friendly: Activities suitable for kids
• Date Night: Romantic options for couples
• Free Activities: Budget-conscious options

Practical Services

Help guests handle everyday needs:

• Nearest grocery store (with directions)
• Pharmacy location
• Gas stations
• ATM locations
• Laundromat (if your property lacks laundry)
• Package/mail services

Upselling Through Your Welcome Book

Your welcome book can generate additional revenue without feeling salesy.

Local Business Partnerships

Approach local businesses about referral arrangements:

• Restaurants: Some offer discounts to vacation rental guests (free marketing for them)
• Tour operators: Many pay 10-20% referral fees for bookings
• Equipment rentals: Bike shops, kayak rentals, ski shops often partner with hosts
• Spa services: In-home massage therapists, mobile beauty services
• Private chefs: Increasingly popular for vacation rentals

Include referral codes or mention "Tell them [Property Name] sent you" to track conversions and earn commissions.

Your Other Properties

If you have multiple rentals, include a tasteful mention:

"Enjoyed your stay? We also manage a beachfront condo perfect for larger groups. Visit [website] for details and a returning guest discount."

Add-On Services

Offer paid extras that enhance the guest experience:

• Early check-in or late checkout (if feasible)
• Airport transportation
• Grocery stocking service
• Baby equipment rental
• Concierge services for reservations or tickets

Design and Presentation Tips

Content matters, but presentation determines whether guests actually read it.

For Printed Books

• Use a binder: Pages can be updated without reprinting everything
• Laminate key pages: WiFi info, emergency numbers, checkout checklist
• Include photos: Images of appliance controls, trail maps, restaurant dishes
• Use clear headings: Guests should find what they need in seconds
• Keep it organized: Table of contents or tabbed sections
• Display prominently: Kitchen counter or coffee table, not hidden in a drawer

For Digital Guides

• Mobile-first design: Most guests view on phones
• Use the platform's features: Maps, click-to-call numbers, booking links
• Include videos: Quick clips explaining complicated systems
• Test the link: Make sure it works before sending to guests
• Send at the right time: With booking confirmation and again 1-2 days before arrival

Maintaining Your Welcome Book

An outdated welcome book is worse than no book at all. Build maintenance into your routine:

Regular Updates

• Review and update restaurant recommendations quarterly (places close or decline)
• Verify hours and contact information twice yearly
• Update seasonal activity suggestions
• Refresh local event calendars

After Feedback

• When guests ask questions, add that information
• If a recommended restaurant disappoints, remove it
• Incorporate positive suggestions from guest reviews

After Property Changes

• New appliances or systems
• WiFi password changes
• New amenities or features
• Changed house rules

Common Welcome Book Mistakes

Avoid these pitfalls that undermine welcome book effectiveness:

• Too long: Guests will not read a 50-page novel. Be comprehensive but concise.
• Outdated information: Wrong restaurant hours or closed businesses frustrate guests
• Hidden location: If guests cannot find it, it does not help
• No digital backup: Guests increasingly expect digital access
• Too many rules: Welcome books should feel welcoming, not like a legal document
• Missing emergencies: This is the most critical section. Do not skip it.
• Generic recommendations: "Visit the beach" is not helpful. Specific tips are.