What a house manual must achieve
- Clarity: Guests know exactly how to use everything.
- Compliance: Rules are understood and accepted.
- Care: Your tone feels welcoming, not policing.
- Continuity: Fewer messages; faster turnovers for your cleaning team.
The 10-section structure (copy-ready)
- Welcome & Contact
Short note + primary/backup contact, response hours, emergency numbers. - Check-In & Check-Out
- Smart lock code & backup key location
- Early/late requests policy (fees, availability)
- Check-out checklist: rubbish, dishes, windows, thermostat, key return
- House Rules (plain English)
- Quiet hours (e.g., 10pm–7am)
- Visitors & parties policy
- Smoking/vaping areas and penalties for indoor smoke
- Pets (allowed? terms? fee? where to walk)
- Unregistered guests & occupancy limits
- Safety & Security
- Location of fire extinguisher, first-aid kit, circuit breaker
- Gas/water shut-off instructions
- Emergency evacuation plan map (1 page printable)
- Appliances & Tech
- Wi-Fi name/password (QR code), TV/apps login, AC/heat, washer/dryer
- Troubleshooting snippets (“If the AC blinks red, press reset near balcony door”)
- Sustainability Tips
- Where to sort recycling
- Energy-saving reminders that don’t feel preachy
- Local Guide
Curated list: breakfast, late-night food, pharmacies, gyms, pet-friendly parks. Include distance in minutes and one-line why. - Parking & Transport
Street rules, paid lots, rideshare pickup point. - Mid-Stay Services
- Optional mid-stay clean (price, how to book)
- Fresh linen/towels policy
- Before You Go
Gratitude note + review request (“If anything fell short, message us—we’ll fix it.”)
Tone of voice that works
- Replace “Fines” with “Fees” and explain why rules exist.
- Use icons and checklists. Guests scan, they don’t read.
- Keep paragraphs under 4 lines; add photos/gifs for tricky steps (e.g., lockbox).
Delivery formats
- Digital: PDF + mobile-friendly Notion/Drive link; QR code framed near entry.
- Printed: One slim booklet + laminated check-out card on the door.
- In-app: Paste key snippets into Airbnb’s “Guest Resources”.
Templates you can copy (mini)
Check-out Card:
- Place used towels in the basket
- Load & start dishwasher
- Take rubbish to the yellow bin at carpark level
- Return key to lockbox; scramble code
- Quick message: “Checked out—thanks!”
Damage Policy (friendly):
“We understand accidents happen. Tell us right away so we can fix it for the next guest. Unreported damage may incur replacement costs.”
How a manual boosts reviews
Clear rules reduce friction; fewer late-night texts make guests feel looked after. Your cleaners arrive to predictable conditions, so quality stays consistently high—key to 5-star cleanliness ratings.
Need a mid-stay or check-out clean that matches your manual? Book a professional clean to lock in those 5-star “sparkling” comments.
- Is a long manual a turn-off? Keep the book short and link to details online.
- Do I need translations? If 20%+ of guests are non-English speakers, add a 1-page quick-start in their language.