Transforming the Guest Experience: The Story Behind Guest Manual

After a multi-year search for a waterfront property in the Pacific Northwest, we finally found our dream home in July 2018: a mid-century modern gem on the west side of Whidbey Island. Despite its need for significant renovations, we knew it was "the one." With its good bones, breathtaking 270-degree view, and close proximity to Seattle, it was the perfect place to bring our vision of a unique Airbnb to life.

The Journey Begins

We dove headfirst into restoring the home to its original 1960s vintage charm with a specific eye towards reusability and sustainability while incorporating modern amenities for a comfortable stay. Before we knew it, it evolved into a full blown family project, with our teen boys chipping in as well. We furnished the space using items we already had from a previous rental augmented by carefully selected mid-century modern pieces from Facebook Marketplace.

Our hypothesis was simple: equip the house with everything we love and hope other people appreciate the same. From Loll designs outdoor furniture to a Naim Musosound system, from a Pawley's Island Hammock to a Cornilleau ping ping table we curated a space designed for relaxation and fun.

We captured hundreds of photos at all different times of the day to showcase the property’s unique beauty. A friend suggested the name “Whidbey & Chill” and it stuck.

The Importance of a House Manual

Two months after purchasing the property we went live on Airbnb. Bookings were coming in at a steady pace, guests loved our place, and the 5 ⭐️ reviews started racking up. However, feedback in reviews and questions from guests soon revealed patterns that we could address proactively. This led us to create a House Manual.

The first version of our House Manual was a simple black-and-white document created in Pages on a Mac. It included essential details like our contact information, check-in/check-out times, Wi-Fi details, some house rules, and safety instructions. Over time, we added information about amenities, local wildlife (bald eagles soar by our deck), and tips for a seamless stay.

We printed the manual, placed it in a binder, and quickly realized its limitations. The binder wore out, pages stained, and updates were cumbersome. We upgraded to a leather binder with laminated pages, but the process of reprinting and swapping pages remained a hassle—not to mention wasteful.

The Need for a Digital Solution

On the ferry on our way to Whidbey for the umpteenth time to swap out the pages in our House Manual, we asked ourselves: "Why isn't this digital?" We did a scan looking for existing solutions and everything felt like it was at least a decade out of date.

Leveraging Shehryar's experience building apps, we created and launched a mobile app that used a combination of emojis and descriptions to create a Welcome Guide which could then be "beamed" to an iPad at the property. With this app we could update the House Manual from the comfort of our own living room couch!

While it solved many of our problems, early user feedback revealed that many hosts didn't have iPads in their rental properties. We had a built a solution that was too early to market.

Reimagining the Guest Manual

A great guest experience starts long before check-in. From the moment guests view your listing, their anticipation builds. Our job as hosts is to enhance that excitement continuing all the way through their stay ensuring it exceeds expectations, encouraging five-star reviews and repeat bookings.

This insight led to the creation of the current version of Guest Manual, a digital platform designed to:

• Enable Easy Creation: Hosts can quickly create guest manuals using templates and AI-powered tools. In minutes, not days.
• Support On-the-Go Updates: Update your manual anytime, anywhere, from any device. The moment a guest asks a question, you should be able to incorporate the answer to that question into your guest manual.
• Enhance the Guest Experience: The beautifully designed, interactive manual features animations, transitions, photos, videos, and clickable links. It's fully searchable and even offers seasonal recommendations powered by AI.
• Provide Early Access: Guests receive the manual in advance of their stay through Airbnb/VRBO or via your Property Management System (PMS). You can share it manually using Text, Email, WhatsApp or other messaging apps. It's also available via a handy QR code at the property.
• Offer Host Insights: Hosts are notified when their manual is viewed, giving them peace of mind that guest expectations are being managed - and your house rules will be followed.

A Platform for the Modern Host

Guest Manual has transformed the way we manage our rental and connect with our guests. It’s more than just a tool; it’s a platform designed to elevate the hosting experience and ensure every guest’s stay is unforgettable. With thousands of hosts already using Guest Manual, we’re excited to see how this platform continues to shape the future of hospitality.