The only message I generally receive from the guest is shortly after they arrive saying they got there, love the place and are looking forward to their stay. Some aren’t communicators and I don’t hear from them. I have only been asked twice in 6-1/2 yrs. where the nearest restaurant/grocery store are…no other questions.
I think the reason for not getting questions is because I’ve covered pretty much everything during the preliminary communication following the booking.
About two weeks before the guests arrive, I email them with a ‘countdown’ letter. I give them detailed instructions for getting to the condo, what to say to the parking attendant (so they avoid getting a regular parking ticket), how to access the unit with their personal code, the location of the parking pass in the condo and tips about finding a parking spot.
When they enter the condo, I have a ‘Welcome’ letter next to the gift basket and it includes some ‘helpful reminders’ about their stay and the care of the condo. It also informs them of who to call in emergency situations, where the Inventory is so they know where everything is (and so they know I keep tabs on everything!), a reminder to lay a towel on the sofa or bed if they have not removed body lotions, the location of the trash chute and laundry room…things like that.
On the back side of the sheet is a list of the few things they must do prior to departing, such as removing the trash, washing/putting away kitchen items they used, removing perishables from the fridge and leaving the A/C on low (the housecleaner usually arrives within the hour). I include a ‘gentle reminder’ that it is also our vacation home and it is appreciated if they leave things tidy and intact.
I include a blurb that says they are welcome to use and consume whatever is in the condo but not to remove any items when they depart.
Guest feedback always mentions how organized everything is and they loved the detailed information. I never get to meet my guests but they all say they feel like they know me. (Interesting.) There are about 7-8 repeat guests every year so I guess my M.O. works for me.