Make important information easy to find
Structure a guide around what guests need at each moment, so the answer is where they will look for it.
Updated
Most guest questions are not caused by missing information. They are caused by information a guest could not find.
Name things the way guests do
Use the words a guest would use, not the words you would. "Bins" beats "Waste management". "Wi-Fi" beats "Internet connectivity".
Guests search using their own vocabulary, and search only matches what you have written.
Put the answer first
Start a section with the answer, then explain. A guest who wants the check-out time should see the time in the first line, not after a paragraph about how much you hope they enjoyed their stay.
Match the order to the stay
Information needed on arrival goes at the top of its category; information needed at the end goes last. That sounds obvious and is routinely got wrong, usually because guides are written in the order the host thought of things.
Use your own search results
The Search tab tells you what guests could not find by navigating. Look at your analytics for searches that returned nothing — each one is a guest who expected an answer and did not get it.
Adding a section, or renaming an existing one to match the word they used, fixes it permanently.
Repeat the critical things
Wi-Fi and check-out details are worth appearing in more than one place — in the guide, in your arrival message, and on your printed card. Repetition is cheap; a guest who cannot get online is not.
