The hardest part of a guest guide isn't the technology — it's the blank page. Hoteliers tell us the same thing: "I know it should be helpful, but what do I actually put in it?" So here's a practical checklist, organised the way a guest experiences your hotel. Work through it once and you'll have a guide that earns its place.
Before they arrive
This is the section guests read most and hotels write least. Cover:
- A warm, one-line welcome in your own voice
- Check-in and check-out times — and what to do if they're early
- Directions and parking, with the detail maps leave out
- What's included (breakfast? parking? the leisure facilities?)
- Anything they should book ahead — dinner, spa, treatments
The room
The information guests reach for at 11pm without wanting to call down:
- WiFi network and password (top of the list, every time)
- How heating, air-con, and the TV actually work
- Room service or breakfast ordering, and the hours
- Housekeeping, extra towels, and the little requests
The hotel
The things a returning guest knows and a first-timer has to ask:
- Restaurant and bar hours
- Spa, pool, gym — and whether to book
- Accessibility, family facilities, and pet policy
- How to reach reception in one tap
Beyond the door
Your concierge knowledge, written down once:
- One unmissable meal nearby — the table you'd book yourself
- One thing to do, matched to the season
- A hidden gem that makes guests feel like locals
- The practical anchors: nearest station, a trusted taxi number
A great guide answers the question before the guest thinks to ask it. That's the difference between information and hospitality.
A note on length
Resist the urge to include everything. A focused guide that nails the essentials beats an exhaustive one nobody scrolls through. If a line wouldn't genuinely help a guest, leave it out.
Porter gives you a structured starting point for every one of these sections — pre-filled from your website where it can, ready for your personal touch where it counts.