Frequently asked questions.

WelcomeFlo helps accommodation hosts create digital guest guides for their properties. Arrival information, house instructions, Wi-Fi details, local recommendations and anything else guests need sit together in one mobile-friendly guide.

Guests open the guide from a web link or QR code, so they can find what they need at any point during their stay — and hosts can update it any time without resending anything.

Short-term rental hosts, holiday-home owners, Airbnb hosts, boutique accommodation providers and property managers.

Whether you look after one property or a growing portfolio, WelcomeFlo gives you one place to organise and share guest information.

Start however suits what you already have: choose a template built for your kind of stay, generate a guide from a supported Airbnb or Booking.com listing, import an existing PDF or DOCX guest guide, or start from a blank guide.

Whichever route you take, you review and edit everything in the dashboard before you publish, so nothing goes live without you checking it.

Yes, always. Whether a guide starts from a listing import, a document import or a template, you land on an editable draft, not a published guide.

Import tools do not always get everything perfect, so treat the result as a strong first draft to check and refine rather than a finished guide.

Yes. New guides start inactive, and you can preview one exactly as a guest would see it before publishing.

After publishing, edit as often as you like. Your guide shows the latest saved information, so you never need to send guests a new link after a change.

Most hosts cover check-in and check-out details, directions and arrival instructions, Wi-Fi, house rules, appliance instructions, safety information, parking, local recommendations and their own contact details.

Templates are available for Short-Term Rental, Hotel & Resort, B&B / Inn & Lodge, Hostel, Camping & Holiday Park, Glamping, RV & Motorhome and Destination Guide properties, alongside a blank template if you would rather start from scratch.

Yes to both. Upload a PDF or DOCX guide and it is turned into editable guide content you can refine before publishing.

You can also generate a guide from a supported Airbnb or Booking.com listing URL, which pulls in the useful details from your listing to save rebuilding them by hand. Listing import currently supports Airbnb and Booking.com — not other booking platforms.

Yes. Add a cover image, your logo (or let guests see your initials if you would rather not upload one) and choose the colours used through the guide, so it suits your property rather than looking generic.

Some customisation options vary by plan — see the Pricing page for what each plan includes.

Yes. When creating a guide you choose an available address, giving you something like welcomeflo.com/yourguide. Addresses are 2 to 40 characters, use only lowercase letters and numbers, and cannot use names that are already taken or reserved.

You can change it later, once every 30 days. Your old address keeps redirecting to the new one for 90 days, so anything already printed keeps working during that window, and stays reserved to your account until 180 days have passed in total. After changing it, download a fresh QR code and update anything printed with the old address.

Flo Assistant helps you write and improve guide content: rewrite, shorten, clarify, expand or fix a section, or turn a rough note into clear steps — right where you are editing.

Flo Places helps you find nearby recommendations. You search for places near your property and review a shortlist before adding anything, so you stay the one deciding what belongs in your guide.

Not yet. Guide duplication is not currently available.

In the meantime, a Content Library covers much of the same need for shared details across properties — see Plans & multiple properties below.

No to both. Guides open directly in a web browser from a link or QR code, and guests never register, create an account or enter a password to view one.

Copy the guide’s link and send it however you already message guests — an Airbnb or Booking.com message, a booking confirmation, SMS, WhatsApp — or use the built-in “Email to guest” option to send it straight from the dashboard.

WelcomeFlo does not currently send messages directly through Airbnb, Vrbo or Booking.com on your behalf; sharing means sending the link through whichever channel you are already using.

Yes. Most hosts send the link ahead of check-in so guests can read directions and arrival instructions before they travel, and the guide stays available for the whole stay.

Because a guide is a public link rather than something tied to a specific booking, anyone holding the link can still open it after checkout — so only publish information you are comfortable being seen by anyone who has the link, and deactivate or change the address if you need to cut off access.

From the dashboard you can download or print:

• A QR code that opens your published guide directly
• A printable guide sign
• A Wi-Fi QR code guests can scan instead of typing the password
• A printable Wi-Fi sign
• An offline PDF export of the guide (Pro and Business), a snapshot of the guide at the time you generate it

Ask Flo is a guest-facing search assistant, available on Pro and Business. A guest types a question in Search and Ask Flo answers using the information already in your guide, linking back to the relevant section.

Ask Flo only answers from your guide content — it does not draw on general knowledge about accommodation or destinations. If the answer is not in your guide, it says so rather than guessing.

Yes, with Flo Translations on Pro and Business. A guest chooses their preferred language and views supported guide content translated, without you maintaining a separate guide for every language. Guides are authored in English and can be translated into Spanish, French, German, Italian, Portuguese, Japanese, Korean, Chinese (Simplified), Chinese (Traditional), Dutch, Swedish, Norwegian, Danish, Polish, Russian, Arabic, Hindi, Indonesian.

Extras are optional services guests can request or book directly from the guide — things like early check-in, late checkout, an airport transfer, a welcome hamper or a mid-stay clean. You choose which Extras to offer; there is no fixed list every host has to use.

Extras are available from Pro.

You choose per Extra: a fixed price the guest pays in the guide, a free Extra with no charge, or price on request, where the guest asks first and you confirm availability and set the price before it is accepted.

Yes, guests can pay by card, processed through your own connected Stripe account. Some Extras can be set to require your approval before a request is confirmed, so nothing is guaranteed to a guest without you saying yes.

Payments go directly to your own connected Stripe account — WelcomeFlo does not hold guest payments. Refunds are issued through Stripe and are debited from your account, the same as any other payment.

Yes. The Free plan lets you create one guide and use the core experience without a subscription, and without entering payment details. You only add card details if you choose to move to a paid plan.

Yes. Every plan includes unlimited guest views, and you are never charged based on how many guests open your guides.

This is subject to reasonable fair use and abuse prevention — a real guest guide will never come close to it.

Current allowances are:

• Free — 1 guide
• Pro — up to 25 guides
• Business — up to 100 guides

Yes, on Pro and Business. A Content Library holds information reused across several guides — a check-out procedure or a favourite coffee shop can be written once and shown wherever it applies, while property-specific details stay attached to the guide they belong to.

You can also duplicate a Content Library and manage more than one, which suits hosts running distinct groups of properties.

Yes, any time. Upgrading takes effect straight away. Cancelling stops your subscription renewing, but your paid access continues until the end of the period you have already paid for.

If you move to a plan with a lower guide allowance than you are currently using, you will need to deactivate guides down to the new limit — deactivating does not delete a guide’s content, so nothing is lost if you upgrade again later.

Not yet. Every guide currently shows WelcomeFlo branding, and guides are published on a welcomeflo.com address rather than your own domain. Both are on our roadmap for Business — see Product Updates for when that changes.

No — a published guide is a public web page that anyone with the link can open, with no guest login protecting it. Only include information appropriate for anyone who receives or finds the link.

We would recommend against putting a persistent door or access code in a guide for that reason. Where possible, send temporary or guest-specific codes through your booking or messaging system closer to check-in instead.

It depends whether a guest is just reading your guide or intentionally providing information for a feature that asks for it.

Reading a guide only generates anonymous usage analytics: a randomly generated visitor identifier, a broad device category, and country-level location — never a name, email address or IP address.

Requesting an Extra is different: the guest deliberately provides their name, email, phone number and stay dates so you can fulfil the request. That information is used for the request, not added to any marketing list.

No, and this is deliberate. Guide analytics record no names, email addresses or IP addresses, so they show how a guide is used overall rather than what any particular guest did.

Flo Insights looks at how guests use a guide and surfaces suggestions for making it more useful — for example, a section guests search for often but that gets few views. Basic suggestions are available on every plan, with deeper AI-powered analysis on Pro and Business.

It works from the same anonymous usage analytics described above, not from any guest-identifying information.

Yes, from your account settings. Some records may be retained after deletion where we need them for legal, accounting or fraud-prevention reasons — see the Security page and our Privacy Policy for the detail.

Guides are designed to work on modern smartphones, tablets, laptops and desktop computers, in current versions of Safari, Chrome, Edge and Firefox, with a responsive layout that adapts to the screen it is opened on.

The live guide needs an internet connection to open and to show its latest content. If you have downloaded an offline PDF copy, that copy works without a connection, but it is a snapshot from when it was generated and will not show later updates.

Where connectivity may be unreliable, also send essential arrival or emergency information another way, such as in your booking message.

Ask them to check their connection, confirm they have the complete link, and try refreshing or opening it in another browser. For anything more, the Help Center has step-by-step guidance.