You know your holiday rental properly well, but imagine what it’s like for your guest arriving there for the first time. They don’t know what the wifi code is, how the dishwasher works, where you keep the hairdryer, how to unlock the patio doors. So by leaving out a detailed welcome folder explaining such things not only will this answer guests’ queries and help them settle in quicker but it may save you from getting a phone call from them (a pain for you and your guest).
Objective of your welcome folder
- to help with the settling in process
- to problem solve
- to inform
So what to include in a holiday home welcome folder:
1. An attractive welcome page
With photos of the property and owner contact numbers. Also include the holiday home’s postal address and this would be needed in an emergency and is also useful for guests’ sat-nav.
2. An introduction from the owners (you)
About why you love your holiday rental, why and when you bought it, what you do when on holiday there and ending with a “have a happy holiday” message. Personalise this even more by adding a photo. For example I include this silly photo of me relaxing on the patio.
3. Fire safety action
Urge guests to make themselves away of the fire safety issues, such as where the fire extinguisher is kept, how the smoke alarms work, where the fire exits are, what to do in the event of a fire . It’s important this is read in advance of any problem, so don’t hide this away in the back of the Welcome Folder. Use bullet points to highlight key areas.
4. Property details
The nitty gritty if you like and for me, this covers three A-4 pages. The information is divided into paragraphs, each one with a clear heading and is about a different item. Be as detailed as possible. Again include your contact number in a prominent place so guests feel reassured they know how to contact you.
5. Bin day
I think this is worthy of a page of its own. Most of us have fortnightly collections of household rubbish so we don’t want rubbish to build up. By explaining the system to guests and with a list of bin collection days, it gives the best possible chance of the bin being emptied. Each area has its own system for recycling too, so clear instructions in the welcome folder on what guests should do is really useful.
6. Any certificates/awards memberships
The welcome folder is good place to include these. I have seen them framed but to me that doesn’t feel very homely. Most homes don’t have framed awards on the walls (well mine doesn’t!)
7. Departure notes
Don’t put this information too close to the front, as guests reading the welcome folder are likely to have just arrived and they don’t want to have to think about leaving just yet. But do include information on departure none-the-less. Explain the departure time, what they should do with the key, what you expect them to clean (I ask for the dishwasher to be emptied and toys/games put away). I do not ask for my guests to clean before they depart (although many do)!
8. Fuse box
My experience is that an explanation from you of how your fuse box works and how to change a fuse is better than the instruction leaflet which is often incomprehensible unless you’re a trained electrician. Take a photograph and write instructions next to this with arrows explaining what to do. This means if it’s a simple blown fuse and the guest is happy to repair it; job done. Be clear though that you don’t expect guests to attempt any repairs they don’t feel comfortable with. Fusebox information is for the competent DIYers.
9. Useful numbers/nearest list
Include the nearest supermarket, convenience store, cash point machine, petrol station, taxi company, railway station, tourist information centre, children’s activity centre …… And more if you so wish.
Then list all the nearest places you hope your guests won’t need while on holiday – nearest pharmacist, hospital, dentist, GP surgery and police station.
10. Babysitting and any other useful info
Unique to your holiday rental you may have some information that you want to flag to your guest and don’t want it to get lost in the “Property Details” section. This can include other services you offer such as babysitting or a mid-holiday clean.
11. Appliance instructions
Pop any instructions that came with your appliances in the welcome folder. A good reference source for owners and guests, just in case!
Tips
- A ring binder folder or something similar works best. This allows pages to be easily inserted and removed.
- Label it clearly “Welcome Folder” or “Welcome to Spring Cottage”. I have my cottage logo printed on mine.
- My welcome folder is bright pink as I prefer a bright colour so it can be seen. By all means coordinate the folder with your décor (as long as the welcome folder is still visible)!
- Use type-written words unless you have very neat handwriting. You want the information to be as easier to read and as organised as possible.
- Leave it in a prominent position for guests to see on arrival. They’re likely to rush off exploring each room and the garden first before sitting down to read it, but as long as they see it and know it’s there, they’ll come back and read it in their own time.
- Include as much information as you can.
Finally
Listen to me talking through my Welcome Folder in this short video. I’d love to hear your suggestions on what else you include. Contact me and let me know or pop over the my Facebook page and post your suggestions there.