FAQ Template for Guesthouses, Homestays, and Villas

Separate what guests need before and after booking

Split your information into two documents:

• A public FAQ, read by people before they book. It covers prices, facilities, house rules, and the cancellation policy.
• A guest guide, sent once a booking is confirmed. It holds door codes, the Wi-Fi password, the caretaker's number, and other practical instructions.

Never put door codes, Wi-Fi passwords, or the manager's personal number in the public document. Anyone can read it, including people who are not staying with you.

Text in square brackets, such as [number] or [...], is a placeholder for your own property's details.

Part 1: Check-in and check-out

What time are check-in and check-out?

Check-in is from 2 pm. Check-out is by 12 noon.

Can I check in early or check out late?

Yes, if the room is free. We can only confirm this the day before you arrive or leave. Late check-out until 3 pm costs $[...]; after that, an extra night is charged.

What if I arrive late at night?

[Choose the one that applies.] We use self check-in, and your door code is sent on the day you arrive. / Reception is staffed until 10 pm. If you will arrive later, please let us know at least 3 hours in advance.

Do I need to show ID?

Yes. Every adult guest shows an ID card or passport at check-in. [Add any other requirements that apply to your property or local area.]

Part 2: Payment, deposits, and cancellations

Is there a deposit?

Yes. A security deposit of $[...] is paid at check-in and refunded in full within [number] days of check-out, once the room has been checked.

What is your cancellation policy?

Cancel up to 7 days before arrival: full refund. Cancel 3–6 days before: 50% refund. Cancel less than 3 days before, or do not arrive: no refund.

Does the price include breakfast and taxes?

[State clearly what is and is not included.]

The cancellation policy is one of the parts most likely to cause a dispute. Write it in exact numbers of days and percentages, not "flexible" or "depending on circumstances".

If you also take bookings through online platforms, explain that those bookings follow the cancellation policy shown on the platform. That way, guests are not confused when two different sets of rules exist.

Part 3: Facilities

What is in the room?

Air conditioning, a private bathroom with hot water, a TV, towels, and toiletries. There is no iron in the room, but you can borrow one from reception.

Is there a kitchen?

A shared kitchen with a hob, a fridge, and crockery is open from 6 am to 10 pm.

Is there car parking?

There are spaces for 3 cars, and they cannot be reserved in advance. The access road suits small cars; coaches can only stop on the main road, about 200 metres away.

List the facilities you do not have, too. A guest who expected a pool or a lift is far harder to deal with than one who knew from the start.

Part 4: House rules

Can I bring a pet?

[Yes or no, plus any conditions.]

Is smoking allowed?

Smoking is not allowed inside the rooms. There is a smoking area on the back terrace.

Can I have visitors or hold an event?

Visitors who are not staying may come by until 9 pm. Gatherings of more than [number] people need the manager's permission.

Are there quiet hours?

From 10 pm to 6 am. We are in a residential neighbourhood, so please keep the noise down.

Rules that are clear from the start are easier to enforce. It is hard for guests to object to rules they read before they booked.

Part 5: Location and getting here

How far is it from the town centre, the beach, or the station?

[Give realistic distances and travel times, for example "about 15 minutes by car from [Name] station outside rush hour".]

Can you pick me up?

[Describe any pickup service, its price, and how to book it.]

Are there places to eat nearby?

[Name two or three nearby options and their opening hours.]

Add a Google Maps link and the last landmark before your entrance, especially if the map pin is not precise or the entrance is hard to find.

Part 6: Children and extra guests

How many guests can stay in one room?

Standard rooms sleep 2 adults. Children under [age] stay free when they share their parents' bed with no extra bedding.

Can I add an extra bed?

Extra beds are available in [room type] rooms for $[...] per night, including breakfast for one person.

Do you have a cot?

[Yes or no, and whether it needs to be requested in advance.]

Occupancy limits are often ignored until a guest turns up with a larger group. Putting them in the FAQ gives you a clear basis to charge for extra guests, or to say no politely.

Common mistakes in guesthouse FAQs

• Photos and descriptions that no longer match. If the pool is being renovated, say so in the FAQ and tell guests before they arrive.
• Extra charges that only appear at check-in. Cleaning fees, deposits, and per-person charges should be visible before a guest books.
• Directions that are only a map pin. Pins are often off for properties down narrow lanes or in busy tourist areas. Add landmarks and, if needed, a photo of the entrance.
• Answers that only make sense to you. "Parking at the back" means little to a first-time guest arriving in the dark. Describe what they will actually see.

The guide for confirmed guests

Once a booking is confirmed, send a separate guide that includes:

1. The access code, or how to collect the key.
2. The Wi-Fi network name and password.
3. A number for the caretaker or manager during the stay.
4. How to use equipment that often confuses guests, such as the water heater or the TV.
5. The check-out routine: where to leave the key and what to do before leaving.

Send this guide the day before arrival. Guests tend to read it on the way, which is exactly when these questions start to come up.