How to Write an Airbnb Welcome Book Guests Actually Read (Medical Emergency Template Included)
Why Most Airbnb Welcome Books Fail
Let me guess: you spent hours compiling check-in instructions, WiFi passwords, and local restaurant recommendations into a 20-page binder. And your guests never opened it.
You’re not alone. The typical Airbnb welcome book is a dusty relic that guests ignore. Why? Three fatal mistakes:
- Too long. Guests skim, not read. A 20-page PDF is overwhelming.
- Too boring. Walls of text with no visual breaks or practical urgency.
- No emergency info. When something goes wrong (and it will), your guests panic and call you at 2 AM.
Your welcome book needs to answer “What do I do if…” in under 10 seconds. The good news? A well-designed, scannable welcome book can prevent 80% of guest questions, reduce negative reviews, and — crucially — be a lifeline in a medical emergency.
The 5 Essential Sections Every Welcome Book Needs
Keep it simple. Five sections. Each one answers a single question your guest has. Here’s the quick overview:
- Check-in & check-out instructions. Door codes, parking, garbage rules. Keep it to bullet points.
- WiFi & appliances. Network name, password, how to use the smart TV or coffee maker.
- House rules. Quiet hours, no smoking, pet policy. Keep it friendly, not legalistic.
- Local recommendations. 3-5 top restaurants, grocery stores, and attractions. Not a city guide.
- Medical emergency information. This is the most important — and most overlooked — section. It sets professional hosts apart from amateurs.
The Medical Emergency Section: Your Guest’s Lifeline
When a guest has a medical issue at 10 PM in a foreign city, they don’t Google “doctor near me.” They panic. They call you. And if you don’t have an answer, you get a 3-star review — or worse, a real crisis.
This section is your hero. It transforms your welcome book from “nice to have” into a genuine safety net. Here’s exactly what to include:
- Local emergency number. It’s not always 911. In Europe, it’s 112. In Japan, it’s 119. In Australia, it’s 000. List the correct number for your country.
- Nearest 24-hour pharmacy. Address, phone number, and whether they have English-speaking staff.
- Nearest hospital with English-speaking staff. Name, address, and phone. Confirm this in advance.
- Air Doctor. This is the digital service that connects your guests with licensed, English-speaking doctors in 80+ countries. Guests can book a video consultation in minutes or find a nearby doctor who speaks their language. It’s free for you to set up and a literal lifesaver for your guests. Learn more about Air Doctor here.
Key takeaway: A medical emergency section isn’t just about liability. It’s about trust. Guests remember the host who had their back when things went wrong.
Copy-Paste Medical Emergency Template
Use this exact text in your welcome book. Copy it, paste it, and customize the local details.
Medical Emergency Information
We hope you never need this, but if you do — we’ve got you covered.
- Local emergency number: [Insert number, e.g., 112 in Europe]
- Nearest 24-hour pharmacy: [Pharmacy name, address, phone]
- Nearest hospital with English-speaking staff: [Hospital name, address, phone]
Need a doctor who speaks your language? Use Air Doctor. This service connects you with licensed, English-speaking doctors in 80+ countries via video call or in-person visit. You can book a consultation in minutes, get a prescription sent to a local pharmacy, and avoid the stress of finding a doctor in a foreign country. It’s like having a doctor in your pocket.
That’s it. Simple, direct, and actionable. Your guest reads this in 30 seconds and knows exactly what to do.
Design Tips: Make It Scannable
Your welcome book competes with Netflix, jet lag, and a dozen notifications. If it isn’t scannable, it won’t be read. Here’s how to win the battle for attention:
- Short paragraphs. 2-4 sentences max. No walls of text.
- Bold headings. Use bold for key terms like “Medical Emergency” or “WiFi Password.”
- Icons. A small WiFi icon, a phone icon, a doctor icon. Visual cues speed scanning.
- Laminated one-pager. One page, front and back, laminated. Guests can spill coffee on it.
Here’s a comparison of formats so you can choose what works for your property:
| Format | Pros | Cons |
|---|---|---|
| Digital PDF | Easy to update, send via email, no printing cost. Guests can zoom in. | Guests may not open it. Requires internet access. Can feel impersonal. |
| Laminated Card | Durable, always visible, waterproof. Forces you to keep it short. | Limited space. Hard to update (need to reprint). |
| Welcome Binder | Can include maps, brochures, detailed info. Feels professional. | Easily ignored. Gets messy. Guests rarely flip through it. |
Our recommendation: Use a laminated one-pager for the physical book (placed on the kitchen counter) and a digital PDF sent 48 hours before check-in. This covers both the “where is the WiFi password?” and the “I need a doctor now” scenarios.
Where to Place Your Welcome Book for Maximum Visibility
Location matters. You can have the best content in the world, but if it’s hidden in a drawer, it’s useless. Place your welcome book in these high-traffic spots:
- Kitchen counter. Guests spend time here making coffee, cooking, and looking for utensils. It’s the #1 spot.
- Coffee table. Near the TV remote and snacks. Guests will pick it up while relaxing.
- Bedside table. For nighttime questions — like “what’s the WiFi password?” or “where is the nearest pharmacy?”
Pro tip: Send a digital version of your welcome book in your pre-arrival message. This is the most important touchpoint. Include the medical emergency section — including the Air Doctor link — so guests have it on their phones before they even arrive. This alone can eliminate 50% of “where is…” questions.
Real Host Example: The Welcome Book That Saved a 5-Star Review
Here’s a story from a host I mentor (name changed for privacy):
Sarah runs a beachfront villa in Cancún. She had a family of four staying for a week. On night two, the father ate something that didn’t agree with him. By 10 PM, he was vomiting and dehydrated. His wife panicked. They didn’t speak Spanish. They didn’t know where to go.
Then the wife remembered the welcome book Sarah had placed on the kitchen counter. She flipped to the medical emergency section. In 30 seconds, she found the Air Doctor link, booked a video consultation with an English-speaking doctor, and got a prescription sent to a nearby 24-hour pharmacy. The whole process took 40 minutes.
Their review? “Sarah’s property was beautiful, but what really stood out was the welcome book. When my husband got sick, we knew exactly what to do. Thank you for being so prepared. 5 stars.”
That review didn’t come from a fancy pool or a fully stocked kitchen. It came from a laminated one-pager with the right information. Air Doctor was the tool that made it possible.
Digital Welcome Book: The Pre-Arrival Message
Your pre-arrival message is the single most effective way to reduce guest questions and set expectations. Send it 48 hours before check-in. Include a link to your digital welcome book, and highlight the medical emergency section.
Here’s a copy-paste template you can use:
Subject: Your stay at [Property Name] — everything you need to know
Hi [Guest Name],
We’re so excited to welcome you to [Property Name] on [Check-in Date]! Here’s a quick guide to make your stay smooth and stress-free.
Check-in instructions: [Door code, parking info]
WiFi: [Network name, password]
House rules: [Quiet hours, no smoking, etc.]
Medical emergency: We’ve included a full medical emergency section in your welcome book. For instant access to English-speaking doctors in 80+ countries, use Air Doctor. It’s free to use and connects you with a doctor in minutes.
See the full welcome book here: [Link to digital PDF]
Safe travels, and see you soon!
Best,
[Your Name]
This message does three things: it sets expectations, provides immediate value, and builds trust. Guests who receive this are far less likely to call you with basic questions. Air Doctor is the cherry on top — it shows you care about their safety.
Your Welcome Book Checklist
Here’s a screenshot-ready checklist of everything to include in your welcome book. Copy this and use it as your template.
- Section 1: Check-in & Check-out
- Door code or key location
- Parking instructions
- Garbage and recycling rules
- Check-out time and procedures
- Section 2: WiFi & Appliances
- Network name and password
- Smart TV instructions
- Coffee maker instructions
- Thermostat controls
- Section 3: House Rules
- Quiet hours
- No smoking policy
- Pet rules (if applicable)
- Guest limits
- Section 4: Local Recommendations
- 3-5 restaurants (with distance and type)
- Nearest grocery store
- Nearest convenience store
- Top attractions (1-2)
- Section 5: Medical Emergency
- Local emergency number
- Nearest 24-hour pharmacy (address, phone)
- Nearest hospital with English-speaking staff (address, phone)
- Air Doctor link for video consultations and in-person doctor visits
Print this checklist. Laminate it if you want. Use it to build your welcome book in 30 minutes.
Your Welcome Book Is More Than Instructions — It’s a Safety Net
Your welcome book isn’t just a list of rules. It’s a tool that builds trust, reduces stress, and protects your guests — and your reputation. The medical emergency section is the part that can make or break a review, or even save a life.
Don’t wait until a guest gets sick to wish you had this. Add Air Doctor to your medical emergency section today. It’s free to set up, and it gives your guests a doctor in their pocket — available in 80+ countries, 24/7. Set up Air Doctor for your property now.
Your guests will thank you with 5-star reviews. And you’ll sleep better knowing you’ve covered the most important thing: their safety.
For more tips on guest communication, check our guest communication guide. And for a ready-to-use template, see our free welcome book template.