Introduction: Guests Want More Than Just a Place to Stay

As a short-term rental host in Royal Tunbridge Wells, you’re not just offering a bed for the night—you’re helping visitors experience this beautiful Georgian spa town like a local. But for that to happen, guests need more than just clean sheets and stylish décor.

They’ll arrive with questions—from the nearest shop and best breakfast spot to emergency contacts and pet policies. Being prepared to answer these FAQs can dramatically improve their experience—and your reviews.

To help you get ahead, James and James, your local experts at Pass the Keys Tunbridge Wells, have compiled a detailed guide to the most frequently asked questions and how to handle them.

1. Know Your Neighbourhood: The Info Guests Really Want

Even before they arrive, guests want to understand what your location offers. Sharing key details about your street and its surroundings helps set expectations and removes any travel stress.

What to Include:

• Street Profile: Is your road a quiet residential street or part of a lively town centre? Are there delivery trucks in the morning?

• Safety and Cleanliness: Let guests know if the street is well-lit at night and what the general atmosphere is like.

• Walking Proximity to Key Amenities:

  • Supermarkets: Sainsbury’s Local, M&S Foodhall, or Tesco Express nearby?

  • Pubs and Restaurants: How long is the walk to The Ivy, The Beacon, or local cafés like The Black Dog or Fine Grind?

  • Parks: Is Dunorlan Park or The Grove within 10 minutes?

  • Shopping: How far is Royal Victoria Place or Chapel Place?

• Public Transport: Indicate the nearest bus stops, frequency of services, and whether guests can reach the Pantiles or train station easily on foot.

Local Insight Example:

“Our home is just a 7-minute walk from The Pantiles, where guests can enjoy jazz evenings in summer or weekend food markets. There’s a Tesco Express just around the corner and a lovely park for morning walks.”

 

2. Set House Rules: Clarity Is Kindness

Guests appreciate knowing exactly what’s expected of them. Clear, written house rules prevent misunderstandings and ensure everyone feels comfortable.

What to Cover:

• Noise Levels: Is your home in a quiet neighbourhood? Mention if guests should keep things quiet after 10 p.m., particularly outdoors.

• Pets: Are pets allowed? If so, are there any restrictions (e.g., not on the furniture)? Is there a secure garden?

• Smoking Policy: Clearly state whether smoking is permitted and where.

• Shared Spaces: If only part of the property is rented out, clarify what’s private and what guests can access (kitchen, garden, driveway).

• Check-Out Instructions: Simple tasks like stripping the beds, placing rubbish in bins, or leaving the key in a lockbox help your cleaners and save time between bookings.

• Damage & Deposits: Inform guests how to report breakages and what to expect if something is accidentally damaged.

Tip: Create a digital welcome guide using tools like TouchStay, or leave a printed house manual with icons and bullet points for easy reading.

3. Emergency & Practical Information: Safety First

Every guest should feel secure knowing help is available in case something goes wrong. From medical needs to practical issues like power cuts, providing emergency info is essential.

What to Provide:

• Contact Details: Your number (or property manager's), and how to reach you in an emergency (call, WhatsApp, or email).

• Emergency Numbers:

  • 999 for police/fire/ambulance

  • 111 for NHS non-emergency medical advice

• Nearest Hospital: Tunbridge Wells Hospital, Tonbridge Road, Pembury (around 15 minutes by car).

• Pharmacies: Boots in Royal Victoria Place, plus late-night chemists.

• Utility Access:

  • Fuse box location and instructions

  • Boiler reset instructions

  • Wi-Fi troubleshooting steps

  • Location of fire blanket, fire extinguisher, and smoke alarms

• Lockout Plan: Where is the spare key? Whom to call if the guest is locked out?

James says:

“Guests often panic in small emergencies like a power trip or lost key. A simple printed page in your welcome pack can save you a dozen phone calls.”

 

4. Local Recommendations: Curated Experiences Matter

Your suggestions can turn a good stay into a great one. Guests are always seeking “local favourites” rather than Tripadvisor’s top 10. Sharing your genuine recommendations helps them feel connected to the community.

Recommend:

• Breakfast & Coffee:

  • Juliet’s Café (great for brunch)

  • Fine Grind or Perk & Pearl for coffee

• Lunch/Dinner:

  • The Ivy for elegant dining

  • The Warren for British farm-to-table

  • Kai’s Kitchen for Thai cuisine

• Pubs & Drinks:

  • The Mount Edgcumbe – hilltop garden pub

  • The Guinea – rustic with Sunday roasts

  • The George & Dragon – a traditional coaching inn

• Shops & Boutiques:

  • Independent shops in Chapel Place

  • Hoopers for classic department store charm

• Walks & Parks:

  • Dunorlan Park – great for boating and picnics

  • Tunbridge Wells Common – perfect for dog walking

  • The Spa Valley Railway – heritage steam train for families

Bonus: Create a Google Map with all your recommendations pinned and share the link in your digital welcome pack.

Conclusion: Make Guests Feel at Home in Tunbridge Wells

By anticipating guest questions and preparing answers in advance, you create a more relaxed, informed, and enjoyable experience for your visitors. It also reflects your professionalism and care as a host—two things that guests always notice (and mention in reviews).

At Pass the Keys Tunbridge Wells, James and James help property owners prepare their homes and systems to meet the expectations of today’s travellers. From professional cleaning and listing creation to guest communication and 24/7 support, they handle everything so you don’t have to.

“We always tell our hosts—don’t just rent out your home. Offer an experience. The better prepared you are, the more five-star reviews you’ll receive.” – James & James

Interested in letting your Tunbridge Wells home without the hassle?
Get in touch with Pass the Keys and let James and James help you unlock your property’s full potential.