OCTOBER 09, 2025
Digital vs. Physical Welcome Book: Which Is Right for Your STR?
Your guest finally arrives after a long flight and a drive from the airport. They’re tired, hungry, but before they satisfy their basic human needs, they have to do one very important thing – connect to the Wi-Fi. And they need the password. Do you want them flipping through a dusty, disorganized binder with coffee-stained pages, or instantly clicking a link on their phone that has everything they need?
The guest experience starts the moment they walk through the door, and the quality of your welcome guide is a huge part of that. As hosts, we’re always debating the best tools for the job, and the digital vs. physical welcome book discussion is a big one. More hosts are moving to digital solutions, but a traditional book still has its charm.
So, let’s break down which approach is right for you, your properties, and your guests.
First, What Exactly Is a Digital Guidebook?
A digital guidebook is essentially a private, mobile-friendly mini-website created exclusively for your guests. It contains all the essential information about their stay, from check-in instructions and house rules to your favorite local coffee shop.
Because it’s digital, it can be sent to guests before they even arrive, and they can access it on their phone anytime.
There are some amazing tools out there to create one:
- Dedicated Guidebook Tools: Companies like TouchStay or Breezeway are built specifically for creating beautiful, interactive guest guides.
- PMS-Integrated Guides: Many Property Management Systems like Hostfully, Streamline, or Jurney offer built-in guidebook features.
- DIY Solutions: You can even create a simple but effective guide using a free tool like Canva and linking to it from a single webpage.
The Showdown: Digital vs. Physical Welcome Book
There’s nothing quite like the charm of a physical welcome book that your guests can flick through as they drink their morning coffee. And yet, a digital book can be flicked through before your guest even arrives to get them excited about their stay.
Both have their benefits. But which book should you choose?
To make the choice clearer, let’s put them head-to-head. As someone who manages properties ten hours away from where I live, the ability to update information remotely is a total game-changer, but your situation might be different.
| Feature | ✅ Digital Guidebook | 📖 Physical Welcome Book |
| Accessibility | Accessible anytime, anywhere on a guest’s phone or device. | Always available in the property, no Wi-Fi or device needed. |
| Updates | Instantly updatable from anywhere in the world. Change a Wi-Fi password in seconds. | Requires you to physically visit the property to replace pages. High risk of outdated info. |
| Interactivity | Can include clickable maps, links to book tours, videos, and tappable phone numbers. | Static. Can include printed maps or QR codes, but lacks true interactivity. |
| Durability | Lives forever online. No wear and tear. | Prone to spills, torn pages, and looking “used” over time. |
| Cost | Usually a monthly or annual subscription fee. | One-time cost for a binder and printing, plus replacement costs. |
| Eco Friendliness | Completely paperless and eco-friendly. | Requires paper, ink, and plastic, contributing to waste with each update. |
Expert Insight: The ‘Why’ Behind Digital Guides
The move toward digital isn’t just about convenience; it’s about fundamentally changing the host-guest relationship for the better. The leaders who build these tools are focused on the psychology of hospitality.
A key voice here is Andy McNulty, the founder of TouchStay. He and his team often speak about evolving the welcome book from a static “book of rules” into a dynamic conversation that builds trust with a guest. The goal is to provide information that answers questions before they become anxieties, building a 5-star experience long before the guest even arrives.
As detailed in their articles on guest experience, the philosophy is that a guidebook should be the start of a warm welcome, not a list of demands. By delivering helpful information at the right time—from directions and access codes to local recommendations—you transform a simple manual into a powerful hospitality tool.
You can read more about this guest-centric philosophy on the official TouchStay blog.
The Best of Both Worlds: The Hybrid Approach
You don’t necessarily have to choose just one. The most thoughtful hosts are now using a hybrid approach to get the benefits of both.
Here’s how it works:
- The Digital Guide is Primary: This is the core of your guest communication. You send it to guests after they book so they can plan their trip, and again right before check-in. It has all the detailed, up-to-the-minute information.
- The Physical Book is a Welcoming Touch: In the property, you can have a much smaller, beautifully designed one-page card or a slim binder. This might include a warm welcome note, the Wi-Fi password, and a QR code that links directly to the full digital guide.
This way, you get the efficiency of digital and the warm, hospitable feel of something tangible. Just make sure the core info (like Wi-Fi passwords) matches in both places!
How to Choose What’s Right for You
Still on the fence? Ask yourself these questions to decide:
How Close Do You Live to Your Property?
If you’re a remote owner like me, a digital guidebook is often a non-negotiable. The thought of driving hours just to swap out information or replace a damaged page feels like an unnecessary pain. If you live locally, updating a physical book is much less of a hassle.
Who Are Your Guests?
Consider your guest demographics when weighing a digital vs. physical welcome book. Are they typically younger, tech-savvy travelers who live on their phones? Or do you host guests who may be less comfortable with technology and would appreciate a physical book to hold?
What Is Your Branding Style?
A sleek, modern digital guide reinforces a high-tech, professional brand. A charming, handcrafted physical book can enhance a cozy, rustic, or “home away from home” vibe. Your choice should feel consistent with the rest of your property’s style.
Pro Tips for a 5-Star Guidebook (Any Format!)
Whether you go digital, physical, or hybrid, a great guidebook always does these things:
- Keeps it Concise: Give guests what they need without overwhelming them. Use bullet points and clear headings
- Organizes Information: Break it down into logical sections: Arrival, House Rules, Amenities, Local Recommendations, and Check-Out
- Uses Photos & Branding: Use your brand colors and logo. Include photos of how to use the coffee maker or TV remote. A little visual aid goes a long way!
- Updates Regularly: Set a quarterly reminder on your calendar to review all the information in your guide to ensure it’s still accurate
Ultimately, your welcome guide is a critical tool for creating a seamless guest experience, reducing questions, and earning those glowing 5-star reviews. By choosing the right format for your business, you set your guests—and yourself—up for success.
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