Cléo
Create
Guide2 min read · Updated July 2026

By Jean Duthil, founder of Cléo

How to reduce guest questions (without becoming unreachable)

If a question comes twice, information is missing somewhere. The 4-layer method that gives you your evenings back.

Getting questions isn’t the problem — getting the same ones is. Audit your last 20 guest threads: access, Wi-Fi and appliances will dominate. Each recurring theme deserves a permanent answer, not another reply.

The 4-layer method

1

Layer 1 — The pre-arrival message

Sent 2–3 days ahead: guidebook link + the three vitals (time, address, parking).

2

Layer 2 — The digital guidebook

The permanent answer to ~80% of questions: photographed access steps, tap-to-copy Wi-Fi, appliance cards, local tips, checkout.

3

Layer 3 — The QR code in the home

Fridge + entrance: even the guest who reads nothing finds everything in one scan.

4

Layer 4 — You, for what matters

Real conversations and edge cases — where your time is actually valuable.

The three habits that keep the inbox full

  • Answering without capturing: any answer written twice should become a guidebook line. Rule: answered twice = documented.
  • Scattering information across listing, messages and paper notes — one single source: the guidebook.
  • Staying monolingual: guests who can’t read your language… ask. Automatic translation removes an entire category of messages.
Cover of the Appartement Montmartre example guidebookLive example

Appartement Montmartre

Paris 18e · Visit →

Cover of the Penthouse vue mer example guidebookLive example

Penthouse vue mer

Marseille · Visit →

Cover of the Appartement Vieille Ville example guidebookLive example

Appartement Vieille Ville

Annecy · Visit →

Real example guidebooks published with Cléo — open them just like a guest would.

Create your guest guidebook in minutes

Free to create and test. Publish for a one-time €29 — the guidebook is yours for life, editable forever.

Create my guidebook for freeSee a real live demo

Frequently asked questions

Won’t guests find it impersonal?

The opposite happens: freed from logistics, your actual messages become warmer and faster. Documentation is hospitality.

How many questions per stay is “normal”?

0–2 with a complete guidebook. More than that, and your audit will show exactly which section is missing.

Create your guest guidebook in minutes

Free to create and test. Publish for a one-time €29 — the guidebook is yours for life, editable forever.

Create my guidebook for freeSee a real live demo

Keep reading

Guide

Airbnb Welcome Book: the complete host guide (2026)

Airbnb’s built-in guidebook is limited and locked to one platform. Here’s how to build a welcome book that works everywhere — and actually gets read.

Guide

More 5-star reviews: what top hosts do differently

Guests don’t rate your sofa; they rate the gap between expectation and experience. Six moments decide the score — secure them.

Guide

QR Code Guidebook: one scan for the whole stay

One well-placed QR code replaces the entire binder. Placement, sizing, and the one thing you should link it to.