A welcome guide is one of those hosting elements that feels optional but actually does enormous work when it’s done well and leaves a noticeable gap when it’s absent.
Guests who arrive in a new city, in a property they’ve never visited, often have dozens of small questions: how do the bins work? What’s the Wi-Fi password again? Is there a nearby supermarket? What time is check-out? How do I turn down the AC in the bedroom?
When these questions aren’t answered in a guide, guests message the host sometimes multiple times, for questions that require no judgement or context-specific knowledge from the host, just information. A well-designed welcome guide answers all of them in advance, reduces host message volume by 60-80%, and creates a guest experience that feels thoughtful and professional rather than sparse.
This guide covers exactly what to include, how to structure it, and how to make it work for Dubai’s international and diverse guest base.
Format: Digital vs Physical, or Both?
The choice of format depends on your guest profile and operational setup.
Digital welcome guides sent via Airbnb messages, a PDF attachment, or a platform like Hostfully or Touch Stay are instantly accessible before arrival, can include clickable links (to maps, restaurant booking pages, transport apps), and require no physical stocking or replacement. They’re the most operationally efficient format and the easiest to update.
Physical welcome guides a printed document left in the property are valuable for guests who appreciate having something tangible to reference during the stay, particularly older guests or guests who prefer not to navigate a PDF on their phone. A well-designed printed guide left on the kitchen counter also photographs well and conveys a sense of thoughtfulness that digital delivery alone doesn’t quite match.
The most effective approach for Dubai holiday homes is both a digital version sent 24-48 hours before arrival containing pre-arrival information (check-in instructions, parking, building entry), and a physical version in the property covering in-stay information (appliances, local area, emergency contacts).
Section One: Welcome and Orientation
The opening section sets the tone for the entire guide. It should be warm, brief, and immediately useful.
Include: a personal welcome note (even if the property is managed professionally, a warm host voice sets the right tone), the Wi-Fi network name and password in an immediately visible position (guests almost always want this first), the check-out time and a brief note on the check-out process, and the primary contact information for getting help during the stay.
Keep this section to one page or one screen guests are often reading it while managing arrival logistics and need the essentials immediately.
Section Two: Property Instructions
This is the section that pre-empts the largest volume of guest questions. Cover every piece of equipment in the property that requires any instruction:
Air conditioning: which unit controls which room, how to adjust temperature, how to turn on/off. In Dubai specifically, AC instructions matter more than anywhere guests who can’t figure out how to operate the AC have a genuinely uncomfortable experience.
Hot water and appliances: water heater operation if applicable, washing machine cycle instructions (many guests struggle with unfamiliar machines), dishwasher operation.
TV and entertainment: how to access streaming services, how to change inputs if there are multiple HDMI sources, which remote does what.
Waste and recycling: where the bins are, what goes where, what day bins need to be taken out (if applicable for villa properties), where recycling is located in the building.
Building-specific instructions: gym hours, pool rules, parking procedures, visitor registration if the building requires it, any building-specific rules relevant to guest behaviour.
Smart lock and access: even though guests receive check-in instructions in advance, including a brief reminder of the access process in the physical welcome guide helps guests who may have misplaced the pre-arrival messages.
Section Three: Local Area Guide
This section adds genuine hospitality value and is one of the most frequently mentioned positive elements in holiday home reviews when it’s done well.
As discussed in the Guest Experience Guide, guests appreciate a curated, honest local guide far more than a generic tourist brochure. Write from a “local knowledge” perspective what you would genuinely recommend if a friend asked.
Include for Dubai guests:
Nearest supermarket with opening hours and a note about what makes it good (“Carrefour in Dubai Mall has the best fresh section, or there’s a Waitrose 5 minutes walk for international products”).
Best nearby restaurants 3-5 specific, honest recommendations with brief descriptions of what makes each one worth visiting, in different price ranges and cuisine types.
Nearest pharmacy this is consistently one of the things guests most appreciate finding in a guide, and it’s consistently missing from most welcome guides.
Transport options nearest Metro station, taxi/ride-hailing options (Careem and Uber are both widely available in Dubai and worth specifically mentioning), parking advice if guests have a car.
Beach or leisure access particularly important for properties in areas near the coast, like JBR or Palm, as covered in those area guides.
Practical Dubai information this is especially valuable for first-time Dubai visitors: the UAE weekend falls on Friday and Saturday (with Sunday being a working day), Ramadan considerations if applicable during the stay, tipping culture, dress code norms for different contexts.
Section Four: Dubai Visitor Essentials
For international guests, a brief section covering Dubai-specific practical information adds genuine value:
Getting around: Careem/Uber for flexible transport, Metro for connections between major areas, the tram in the Marina area, taxi availability and how to hail one.
Currency and payment: UAE Dirham (AED), widespread card acceptance, currency exchange locations.
Emergency contacts: Dubai emergency numbers (999 for police, 998 for ambulance, 997 for fire), the property’s maintenance emergency contact, and nearest hospital if relevant.
Practical tips for first-timers: alcohol is available in licensed venues but not in public, appropriate dress for malls and souks, photography guidance (some areas have photography restrictions), and any specific cultural context relevant to the time of year.
Section Five: Check-Out Instructions
Clear check-out instructions reduce the most common source of post-stay friction misunderstandings about what’s expected at departure.
Cover: check-out time, whether the property needs to be left in a specific state (many hosts ask guests to do a light tidy but don’t expect a full clean), how to return keys or lock the smart lock, where to leave any keys or access cards if applicable, and how to initiate any end-of-stay communication with the host.
Keep this section brief and positive in tone the goal is a smooth, clear departure process, not a long list of obligations.
Keeping the Guide Updated
A welcome guide has an expiration date. The restaurant that was your #1 recommendation closes. The supermarket changes its hours. A new pharmacy opens closer than the one you listed. The TV menu interface updates and your channel navigation instructions no longer match the current interface.
Review your welcome guide at least every six months, and update it immediately whenever you’re aware of changes that affect the accuracy of specific information. An outdated guide that directs guests to a closed restaurant or gives wrong opening hours creates exactly the kind of minor disappointment that accumulates into a review mention.
How HiGuests Creates and Maintains Welcome Guides
HiGuests creates property-specific digital and physical welcome guides for every managed property as part of the onboarding process, including local area guides that are updated regularly as the neighbourhood evolves. This consistent, professional guest information standard is one component of the systematic guest experience management that drives the review scores managed properties achieve.
Frequently Asked Questions
What should a Dubai holiday home welcome guide include?
Essential sections: Wi-Fi and property access details, property instructions for all appliances and AC, local area guide (supermarket, pharmacy, restaurants), Dubai visitor essentials for international guests, and clear check-out instructions.
Should I have a physical or digital welcome guide for my Dubai Airbnb?
The most effective approach is both a digital pre-arrival version covering check-in logistics, and a physical in-property version for in-stay reference. If choosing one, a clear, well-designed physical guide in the property tends to be most used and appreciated.
How often should I update my Dubai holiday home guest guide?
At minimum every six months, and immediately whenever specific information (restaurant recommendations, transport options, nearby facilities) changes. Inaccurate guides create minor but avoidable guest disappointments.
Does a good welcome guide really improve Airbnb reviews?
Yes, consistently. Guests who find the property well-documented and their questions pre-answered have smoother stays and less need for host intervention both of which correlate with better reviews. Local area guide sections are specifically mentioned as positive highlights in reviews when done well.
What transport information should I include in a Dubai holiday home welcome guide?
Nearest Metro station, Careem and Uber as primary ride-hailing options, nearest taxi stand if relevant, parking instructions if guests might have vehicles, and for properties near beach areas, directions to the nearest public beach access.
HiGuests creates professional welcome guides for managed Dubai holiday homes as part of its comprehensive guest experience management. Contact us to discuss full-service property management.
