10 questions guests ask in short term rentals

Even when a welcome guide is complete, clear and well structured, some questions keep coming back. This isn’t a lack of attention from guests but rather a matter of timing, format and usability.
Here are the 10 most common questions and simple solutions to make them disappear.

1. “What’s the Wi-Fi password?”

Solution: Display it prominently at the top of the guide.
Place the Wi-Fi section in a highly visible area with a “Copy” button.

2. “How do I open the door / gate / key box?”

Solution: Step-by-step photos and videos.
One image replaces 6 lines of text. A 5-second video eliminates 90% of arrival messages.

3. “Can we check in early?”

Solution: Add a button to request AND pay for early check-in.
If the request and payment happen through the guide, conversations drop drastically.

4. “How does the AC / heating / oven work?”

Solution: Mini-tutorials or photos of the exact buttons to press.
A very simple block: “Press here / Hold 3 seconds / Recommended mode.”

5. “Any restaurant or activity recommendations?”

Solution: Complete local recommendations with photos, reviews, itinerary and booking button.
The more visual and actionable it is, the fewer questions arise.

6. “Where can we park?”

Solution: Map + photo of the entrance + short instructions.
A location alone isn’t enough; guests need a visual reference.

7. “How does the TV work?”

Solution: Ultra-simple guide.
Photo of the remote + 3 steps max.
(Otherwise guests give up… and ask.)

8. “Where do we put the trash?”

Solution: Photo of the trash room + hours + rules.
This point creates real friction. One photo fixes everything.

9. “How do we check out?”

Solution: A dedicated, short, visible section.
A clear block:
- Check-out time
- Max 3 steps
- Where to leave the keys
Simplicity = better reviews.

10. “Is there a…?”

Solution: Clear inventory + exact location + usage instructions.
Example: “Hairdryer → left cabinet, top shelf, user guide included.”

And if all this still isn’t enough…

When certain questions still persist despite all these improvements, there is a complementary solution: an AI chatbot that automatically reads the information in the welcome guide and answers on behalf of the guest. Perfect for those in a hurry, or simply less inclined to search. This chatbot instantly provides the right answers, in the right language, without any effort required. The result: fewer incoming messages, a smoother experience, and a welcome guide that is truly used.

Conclusion

If guests keep asking the same questions, it doesn’t mean the guide is bad.
It means the format and user experience must evolve.

An effective welcome guide is:

• visual,
• interactive,
• action-oriented,
• multilingual,
• accessible in 1 second.

Solutions like Sunver integrate all these best practices: video tutorials, chatbot, early check-in requests, paid services, enriched recommendations, inventories, automatic translations…
All the tools needed to transform a static guide into a complete and autonomous guest experience.

When the guide becomes actionable, guests find the answers on their own, and the questions disappear.