WHAT IF YOUR WELCOME BASKET CAME WITH A NEIGHBORHOOD TOUR?
THE BEST WELCOME ISN’T A FREEBIE YOU GIVE YOUR GUESTS. IT’S A NEW WAY OF SEEING THE PLACE THEY’VE COME TO EXPERIENCE.
There was a time in Airbnb travel when it was common practice to welcome your guests at the door.
I’ll never forget my 30th birthday trip to Paris and the flat we rented in Saint-Germain-des-Prés. Walking 4 flights up a century-old, narrow spiral staircase, we arrived at the door to meet our host, Philippe. He told us about the quirks of the unit, how to connect to the wifi (pronounced “wee-fee”)…and then our host said, “Now, let me take you on a tour of the neighborhood.”
Ohh, the surprise and delight!! Our eyes lit up over such a generous offer.
We walked the streets of Saint Germain, taking note of where we’d grab our first croissant, find the best late night jazz, or shop for the rain jacket I failed to pack.
Maybe you’ve experienced this kind of hospitality before, or maybe you’ve done it for your own guests—but for most, I feel like we can say, those were the good ol’ days.
So when remote hosting is an industry norm, how are you finding ways to guide your guests through the local experience of your stay—especially one that will seamlessly tie back to the story of your stay?
Today I’m offering the 3 criteria that make a high impact welcome moment—whether that’s at booking or at the front door. You'll also find excerpts from one of our most recent STR Brand Story Guides that informed our design & amenities work that followed.
“Hospitality is the design of welcome.”
In the most unexpected and serendipitous way, the last client property we launched in June (juuuust before our family hit the road for Atlanta) happened to be 3 blocks from our own home in the historic neighborhood of Bungalow Heaven in Pasadena, California.
Few neighborhoods tell the story of the American Craftsman movement quite like Bungalow Heaven. In the years we lived there, it was truly a gift to stroll those sidewalks. With more than 800 beautifully preserved bungalows lining its tree-canopied streets, the neighborhood isn't just historic—it's an immersive lesson in the architecture and way of life that shaped Pasadena.
So when my local design partner and I got to building the Brand Story Guide for this mid-term rental 1-bed guesthouse, we were gathering from real experience in the area—just like we do during all of our onsite walk-thru’s at this stage.
Personally, I was writing from my own porch swing. It was a heartfelt journey, knowing just what to say about Oak Haven's charming personality, especially as it would relate to the neighborhood.
Here's a glimpse of Oak Haven Bungalow and an excerpt from the Brand Story Guide…
Oak Haven Bungalow
BRAND PERSONALITY
“Like the historic neighborhood itself, Oak Haven Bungalow is reflective yet just elevated with a modern touch from the Bungalow Heaven essence: storybook Craftsman neighborhood with a deeply human, front-porch kind of soul. It’s not a place that tries hard to impress, but one that reveals itself over time—layered, thoughtful, and gently elevated, like a new brushstroke added to an already beautifully aging canvas.
There’s a kind of “time slowed down” sunlit energy (not sleepy) here—all found in the way of life: kids on scooters, neighbors chatting across lawns, the rhythmic ping pong sound from a friendly pickleball game at the park.
The Oak Haven Bungalow personality lives in restored nostalgia: a place that honors what was while thoughtfully adding to it.”
BUT FIRST, THE STORY ANCHOR
What's important to note is that just a few blocks away, masterpieces like Greene & Greene's Gamble House helped define the architectural movement that inspired homes throughout the area.
So, when we were designing the whole picture guest experience of Oak Haven Bungalow, we considered what it would look like to underscore the architectural value of this extended stay. To do that, the host could…
A) DROP A HISTORY LESSON IN THE CHAT
B) MAKE A PRINTED GUIDE WITH PHOTOS
C) LET THE PROFESSIONALS DO THE TALKING
We went with option C and designed a guest touch point that would speak volumes…
COMPLIMENTARY CONCIERGE SERVICE
1 hour docent-guided tour of The Gamble House
And, complete with a picnic set for lawn events too. Here's how we described this guest touch point in the Brand Story Guide…
Oak Haven Bungalow
GUEST TOUCH POINTS
“Long before guests arrive, as a warm and intentional prep guide welcome, host Anisha offers a complimentary concierge service: reserving their spot for a 1 hour Docent Guided Tour of The Gamble House.
There would be no better way to get acquainted with the Craftsman movement than through an intimate look at one of the iconic homes that started it all.
And, The Gamble House hosts special events guests can return to, like concerts on the lawn. For such occasions, and other nearby park visits, a curated picnic set is provided with suggested local provisions.”
When I think back to that neighborhood tour in Paris, the real gift wasn't Philippe's time—it was that he changed how we experienced Paris.
Similarly, The Gamble House tour and picnic set aren't just perks; these offerings give Oak Haven Bungalow guests a lens through which they'll see the bungalow, the neighborhood, and the entire stay.
That's a much stronger takeaway than just a free activity.
A great welcome doesn’t just say, “We’re glad you’re here.” It says, “Here’s how you might experience this place.”
So what makes a welcome moment actually work?
3
HOSTING CRITERIA FOR HIGH IMPACT AIRBNB WELCOME MOMENTS
(because time is of the essence)
1. BRAND STORY: Does it reinforce the story of your stay?
YOUR FIRST TOUCH POINT SHOULD MAKE THE BRAND PROMISE TANGIBLE.
Whether your property celebrates historic architecture, outdoor adventure, wellness, or family connection, your welcome gift should immediately immerse guests in that narrative. The goal isn’t just to tell guests the story of your stay. Put your traveler into the opening scene of their own story: the first tangible clue about the story that makes them part of it—something they can experience for themselves.
2. SENSE OF PLACE: Does it orient guests—not just inform them?
A great welcome gift helps guests get their bearings.
Outside of how the coffee maker works, help them understand the neighborhood, the rhythm of the area, or how to experience the destination like a local. Because the best welcome gifts, like the best souvenirs, are the ones that could only happen here—and give guests a reason to remember this place.
3. SURPRISE & DELIGHT: Does it spark an emotional connection?
The most memorable welcomes aren't necessarily the most expensive—they're the ones guests never expected.
A thoughtfully chosen experience, introduction, or gesture that says, "Someone really thought this through," creates delight even before the vacation kick off. Better yet, you leave the guest thinking, “Wow. I didn’t expect this to be part of my stay—and now I can’t imagine it without it.”
THE EXPERIENCE STARTS WITH YOU
A thoughtful guest experience isn’t something you can copy and paste—it comes from seeing the whole picture: your property, your story, your place, and the kind of experience you want your guests to have.
Image credit: Rebecca Laurel Photography
Hey I’m Dawn, founder and Creative Director of The Olive Jar, an experiential marketing studio exclusively serving STR hosts. We help hosts think beyond the listing to create thoughtful, story-driven guest experiences that people remember.
Want to create a guest experience that feels uniquely yours? Work with us.
Start by getting better acquainted with your own approach to hosting through our Experiential Hosting Style Quiz—then let’s uncover the high-impact moments that will make your stay one they remember.
Oak Haven Bungalow IMAGE CREDITS: Alex Blatt