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How often have you answered a guest’s questions about things that are already written on your website? And how long did those conversations usually last?
Although many accommodation providers really do their best to describe both the property and the rental terms down to the smallest detail, some guests simply do not read or do not understand what is written, so they want an additional confirmation directly from the host.
On the other hand, the host often does not have time to answer every question in detail, so they either reply too briefly, which leads to even more questions, or they leave the guest waiting too long for an answer, sometimes even for days. Neither solution is good.
This is where frequently asked questions can help.
What are frequently asked questions or FAQs, and how do you prepare them?
Frequently asked questions consist of a set of around ten questions and answers. When putting them together, focus on the questions guests most often ask before arrival.
If you have been renting out your property for a while, think back to your conversations with guests or review your previous messages and identify the ten or so questions you are asked most often.
If you are just starting out with renting, think about what information would be important to you if you were traveling to a foreign country for the first time. Make a list of everything you yourself would ask the owner of the property you are renting.
A good FAQ section saves time for both you and the guest, while also creating the impression of organized and professional communication.
What kind of questions should go on your FAQ list?
Your list can include all kinds of questions — from those related to the property itself to those concerning the stay in Croatia.
Below are a few examples of questions and answers.
Does your property have a washing machine and dryer?
Our property is equipped with a washing machine that you may use freely at no extra charge. You will also find laundry detergent in the bathroom cabinet. For drying clothes, there is a foldable drying rack in the property.
Do you have bicycles that I can borrow?
Our property is not equipped with bicycles for guests, but you will find a leaflet from a local bicycle rental provider in the property, and they can deliver bicycles to the house for you. If you would like the bicycles to be waiting for you upon arrival, simply let us know in advance and we will arrange the delivery.
Can Netflix be watched in your property?
The property has a smart TV that supports Netflix. If you are a Netflix user, you can enter your own login details and watch content through your personal account.
How will we maintain the pool during our stay?
We take care of the pool maintenance, so you do not need to do anything. The pump switches on and off automatically, and the skimmers remove dirt from the surface. We will, with prior notice, come once or twice a week to check the pool, vacuum any dirt from the bottom, and monitor chlorine and pH levels.
Where do you turn on the pool lights?
The pool lights turn on automatically at 9 p.m. and switch off at 3 a.m.
Can you pay in euros in Croatia?
Yes. The euro is the official currency in Croatia, so all payments are made in euros.
Do we need a passport or an ID card to enter the country?
That depends on your nationality and the country you are coming from. For citizens of European Union and European Economic Area countries, a valid travel document or ID card is sufficient to enter Croatia. We recommend checking the current requirements for your specific country before traveling.
Do you register your guests?
According to Croatian regulations, we are required to register every guest upon arrival. For this reason, we will kindly ask to see your identity documents.
Where should you publish your frequently asked questions?
If you do not yet have your own website, or if it is still being developed, a list of frequently asked questions can serve as a template saved on your phone, from which you can quickly copy answers whenever a guest asks one of the common questions.
Still, the best option is to publish your frequently asked questions on your website. That way, whenever needed, you can simply send guests a link by email and save time for both yourself and them.
An FAQ section is not only useful for informing guests, but also for faster communication, better organization, and greater trust.
A website greatly makes business operations and communication with guests easier for many accommodation providers.
If you also want to make your business easier to manage and give guests clearer information in one place, it may be the right time to think about having your own website.
