WALK THE LAST 100 METRES

Put the route in the order a guest sees it.

Start where a new visitor first has to decide what to do. Move each card until the route makes sense.

Fictional route showing the road, visitor bay, side path and guest door — An illustrated route. No real property or entry detail is shown.

Arrange the arrival

Move a card up or down, then check the order.

Follow the side path

Spot the turn from the road

Recognise the guest door

Find the visitor bay

The first card should be what the guest sees before they park.

CHOOSE PHOTOS THAT ANSWER A QUESTION

Give each photo a job.

A guest is travelling from a public road to an unfamiliar door. Choose the three views that help them make the next turn.

Illustrated comparison of useful arrival views and a decorative interior view — Illustrative views only. Photograph your own route from the guest's eye level.

Choose three views

Select the photos you would place in a short arrival guide.

Choose the views that answer where to turn, walk and enter.

GET THEM THROUGH THE DOOR

Make the entry card clear on a phone.

Choose the useful sentence in each row. The card updates as you work. This example contains no access code.

Illustrated phone card with a fictional start point, path and guest door — Use the same short order for your own property: start point, route, door and help.

Build the card

Pick one instruction in each pair.

Starting point

Route

Door

Choose one sentence for each part of the route.

ARRIVAL CARD

From parking to door

Choose a starting point.

Choose the next turn.

Choose the right door.

Need help? Use the contact in your booking message.

SEND ONE USEFUL MESSAGE

Keep the arrival message focused.

Send the route early enough to plan the trip. Choose the sentences that help the guest arrive and leave the other details for the welcome book.

Illustrated timeline showing a useful pre travel arrival message and a short arrival day reminder — Timing can vary by property. The guest needs the route before they travel.

Edit the message

Select only the sentences you would include in the pre travel arrival message.

YOUR MESSAGE

Choose the useful sentences to see your message.

The message should cover parking, the guest door and how to get help.

WHEN THE DOOR WILL NOT OPEN

Resolve the problem without guessing.

A guest messages that the door will not open. Choose what to check first, then what to do if the problem remains.

Illustrated decision path for checking the correct door and arranging help when entry fails — The example does not show private access details or a real property.

The guest is outside

They say the door will not open. What is your first reply?

Choose the first action.

TEST IT WITH FRESH EYES

Find the first place someone hesitates.

Ask someone unfamiliar with the property to follow the route from the public road. Their first guess tells you what to fix.

Illustrated field test showing a visitor pausing where two paths look plausible — A real test should happen at your property with someone who has never visited.

The tester stopped at the parking bay

They saw two paths and guessed the wrong one. Which revision should you make?

The best revision answers the question at the exact place the tester got stuck.

Now try the same test at your property. Ask the tester what they had to guess before you explain anything.