Advertising material
This will be the first time your potential guest encounters your home and first impressions count. The images you use, whether it's photographs or video, need to give your potential guest the feeling that they would be comfortable in your home. Show clean and tidy rooms and any provisions you offer e.g. tea and coffee facilities. If you have a pet, put a cute picture of your dog or cat looking calm and friendly.
The wording needs to make your guests feel welcome too. Let them know if you're available in person or contactable for any questions or advice.
If you have rules you'd like guests to know before booking, add these in a friendly way.
By including reviews these can not only help a guest decide to book your room but it can also start to make them feel welcome. If previous guests have written that you're friendly, helpful and provide little extra touches to make guests feel welcome, then this will already make them feel that they will be welcome too.
Pre - booking communication
Before booking, you may receive an initial enquiry. This will be your first direct communication with your potential guest. Answer any queries they have as soon as possible, perhaps you can set up an alert to notify you when enquiries come in. Let them know they are welcome to ask any further questions.
Post - booking communication
Once your guest has booked you will need to send them a message to confirm their booking. Give them any additional information, including directions.
In my experience, even if a guest says they know the area, I would still suggest giving them directions. As I host through Airbnb my guests are provided with a link to detailed directions (which I have written) with their booking. Directions to my home are too long and extensive to include in my booking confirmation message due to the number of options of public transport and different directions they can take and so, unless I know where they are coming from, I mention the link in my booking confirmation message and tell them to let me know if they need detailed directions from their start point. I also refer them to any public transport apps.
You will also need to let your guest know if someone will be there to welcome them or if they will be self-checking in with a lock box. If your guests are using a lock box let them know where it is and how to get in, including the code for the lock box (this might be something you want to send a bit closer to check in day, but let them know that's what you'll be doing).
This is also your chance to ask your guest questions, for example, what time they would like to check in, or any food requirements if you provide breakfast.
Your guest may contact you again before arrival with any further questions or perhaps they may wish to change their check in time.
Easy check in
You will need to make the check in as easy as possible.
You should have already given clear directions on how to get to your home but you will need to be contactable on check in day. Your guest may try to contact you if they are lost, delayed, early, on their way or outside your door.
You may be in a position to give your guests an extra service and meet them at the train station, bus stop, or airport.
No matter how organised you want to be, guests vary widely in communicating their check in time. In my experience, some guests have told me when they'll be arriving in advance, some have waited until the last minute and asked if I'm in, some have arrived early and some late, one even arrived the next day.
If you are welcoming your guest in person and are unable to give a flexible check in, you need to make this clear to guests, to save leading to disappointment.
If you're able to provide a lock box, then this can alleviate this problem. I use a lock box as a back up but I generally prefer to meet my guests on arrival (especially if they are first time visitors), to make sure they feel comfortable and it helps me feel more comfortable too.
You may also get requests from guests to drop their luggage off before check in. It is up to you if you're able to offer this service. If you can't, perhaps you can direct them to places they can store their bags.
Welcome to your home
When your guest arrives outside your home you want them to feel comfortable straight away. One of the easiest ways to do this is by putting a 'Welcome' mat outside your front door. If possible placing some plants outside can also add to the welcome, whether you have a garden, small frontage, window sill or just space for a pot by the front door.
Your guest also wants to feel comfortable and at ease as soon as they get inside your home. I have a little welcome sign placed opposite the front door to give that first welcoming impression and provide a shoe rack and empty coat hook so my guests can leave their shoes and coats in the hallway, making it feel more like a home from home.
If you are present at their check in make sure they have a warm welcome and show them around. Let them know where to find things and how to use things. I have found that even the simplest of things needs to be pointed out, for example, how to turn on the bathroom light.
Try to gauge what they will be doing (without being too nosey!) to see if there's any suggestions or advice you can give them. Let them know where the local shops are in case they want to get something to eat and drink.
If it's a self-check in let your guests know which rooms they can use inside your home, how things work etc. I give some information in the post booking communications, such as how to find their room and the bathroom and direct them to the Welcome Pack for further information, including the Wi-Fi code (see What to put in a BnB Welcome Pack).
I also have a few signs and notes around my home so guests know which is their bedroom, where the bathroom is, how to work the shower etc, or telling them to help themselves to toiletries or snacks.. This is also useful for those guests you've welcomed personally as they may not remember or perhaps understood everything you said on their arrival.
Everything needs to be clean and tidy and it's nice to provide thoughtful touches to make your guests feel welcome, for example lamps they can use as night lights, extra toiletries, dressing gowns, tasty treats or puzzle books.
Mid - stay communication
Check Out
If you are not going to see your guest on check out day, you will need to say goodbye in advance. Otherwise, it's nice to say goodbye as they are leaving.
Your guests should already know what time they need to check out by. I try to get a rough idea of the time they'd like to leave so I can be there to say goodbye. Check out, as with check in, ranges from guest to guest, most leave at normal waking hours during the morning, occasionally some guests leave in the middle of the night to go to the airport or an event. On the odd occasion, some guests have wanted to leave later than the check out time, some have asked in advance and some have stood in their pyjamas at 11am (check out time) asking to stay a bit longer.
It's a good idea for your guests to leave on a positive note, hopefully you have communicated during their stay and any problems that have arisen have already been mentioned and dealt with.
Let them know you have enjoyed their stay and that they are welcome back.
Not everyone is bothered about seeing you before they leave, and I have had some guests leave without saying goodbye. This is where a post stay message is especially important.