Guests Want More Than Just a Place to Stay

As a short-term rental host in Richmond, you’re not just offering a bed for the night—you’re helping visitors experience this beautiful part of London 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 shops, to the best breakfast spots. Being prepared to answer these FAQs can dramatically improve their experience—and your reviews.

To help you get ahead, Helen your local experts at Pass the Keys Kingston and Richmond, has compiled a detailed guide to the most frequently asked questions. With a little preparation, we can make sure that we have the answers to all of our guests' questions at our fingertips.

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 guests like to know

• Street Profile: Is your road a quiet residential street or part of a lively town centre? Can they expect any street noise?

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

• Walking Proximity to Key Amenities:

  • Supermarkets and small grocery stores. Opening times of any local shops would be really helpful too.

  • Restaurants, Cafes and Pubs. 

  • Riverside. Boat hire and boat trips, restaurants, cafes and market
  •  

  • Parks: Local Parks or Richmond Park

  • Shopping: How far is it to central Richmond. Do you have any favourite shops? 

• Public Transport: How long does it take to walk to the train station? Where is the nearest bus stop? How long does it take to walk and where do the bus routes go to? 

 

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.

• Noise Levels: Is your home in a quiet neighbourhood? If so, we ask guests to observe quiet times, usually between 10/11pm and 7am. 

• Smoking Policy: All of our properties at Pass The Keys Kingston and Richmond are non-smoking and we do not allow smoking or vaping in or around the properties. We make sure this is clearly comminicated to guests. 

• Shared Spaces: For example, if there is a shared driveway, which part of the driveway is allocated for guests

• Check-Out Instructions: We provide information on the check-out procedure, including locking up and returning the keys to the key safe, and turning heating down if it is during the colder months. If you have anything else you wish for guests to do, please let us know and we can communicate this to the guests. It could be something as simple as a request to water the house plants. 

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. We provide guests with comprehensive information. Hosts can help by telling us about the following

• Local Hospitals

• Pharmacies, especially within walking distance

• Utility Access:

  • Fuse box location and instructions

  • Boiler reset instructions

  • Wi-Fi troubleshooting steps

  • Location of the smoke alarms

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. We are spoiled for choice in Richmond, with endless dining options,

Do you have recommendations for 

• Breakfast & Coffee:

  • One of my favourites is the Hollyhock Cafe

• Lunch/Dinner:

  • I love the Riverside eateries, such as Peggy Jean at Riverside Green. Scott's Richmond for a special treat or Bill's for a casual lunch.

• Pubs & Drinks:

  • There are loads of hidden gems to choose from. From the Cricketers to the White Cross

• Walks & Parks:

  • Richmond Park – Great to visit at any time of year. From the Isabella Plantation to Pembroke Lodge, what are your recommendations? 

  • The Thames Path runs through Richmond and there are so many scenic spots. Which is your favourite?

• Shopping

  • I love the hidden gems such as the Duck Pond Market and the boutiques in and around Paved Court.

Conclusion: Make Guests Feel at Home in Richmond-upon-Thames

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

At Pass the Keys Kingston and Richmond, Helen helps property owners prepare their properties to meet the expectations of today’s travellers. From professional cleaning and listing creation to guest communication and 24/7 support, we handle everything so you don’t have to.

"I always tell my hosts—don’t just rent out your home. Offer an experience. The better prepared you are, the more five-star reviews you’ll receive.” – Helen

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