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NIA Suggested FAQs

This guide outlines our suggested FAQs that property owners can add to NIA to reduce repetitive guest questions, improve response speed, and create a smoother guest experience. Use these categories and sample questions to build a strong, helpful NIA knowledge base.

Why FAQs Matter for NIA AI

Adding strong FAQs to NIA helps:

  • Reduce repetitive guest messages

  • Improve guest satisfaction

  • Speed up response times

  • Provide consistent answers

  • Prevent misunderstandings

Tip: If you’ve answered the same question more than twice, it should probably be added to your NIA FAQ list.

How to Structure Your FAQs

When adding FAQs to NIA:

  1. Write questions that a guest would ask.

  2. If possible, keep your answers short, clear, and direct.

  3. Include specific details (times, locations, instructions).

Example Format:

Question: What time is check-in?
Answer: Check-in begins at 4:00 PM. Early check-in may be available upon request, depending on availability.

Note: Clear and specific answers reduce back-and-forth messages.

Core FAQ Categories to Include

Below is a clean, expanded list of recommended FAQ categories and sample questions you can use.

1. Check-in & Check-out Questions

These are the most frequently asked guest questions.

  • What time is check-in?

  • What time is check-out?

  • Can I check in early?

  • Can I check out late?

  • How do I access the property? (Keypad, lockbox, front desk, etc.)

  • When will I receive my access code?

  • Where should I park my car?

  • Is parking free or paid?

  • Is there luggage storage available?

  • What should I do before checking out?

2. Amenities & Property Details

Guests want to know exactly what’s included.

  • Is there Wi-Fi?

  • How fast is the Wi-Fi?

  • Does the unit have air conditioning/heating?

  • Is there a washer and dryer?

  • Are towels and bed linens provided?

  • Are toiletries provided (shampoo, soap, etc.)?

  • Is there a hair dryer?

  • Is there a fully equipped kitchen?

  • Does the kitchen include cookware and utensils?

  • Is there a coffee maker? What type?

  • Is there a TV? What streaming services are available?

  • Is there an iron and ironing board?

  • Is a crib available?

  • Is there a workspace or desk?

3. House Rules & Policies

This category prevents problems before they happen.

  • Is smoking allowed?

  • Are pets allowed?

  • Are service animals allowed?

  • Can I have visitors?

  • Are additional guests allowed?

  • Are parties or events allowed?

  • What are the quiet hours?

  • Is there a minimum age requirement to book?

  • What happens if house rules are broken?

  • Are there security cameras on the property?

4. Location & Transportation

Guests often ask about nearby attractions and logistics.

  • How far is the property from the airport?

  • How far is it from downtown?

  • What are the best restaurants nearby?

  • Where is the nearest grocery store?

  • Where is the nearest pharmacy?

  • Is the area safe?

  • Is public transportation available?

  • Is a rental car recommended?

  • Are there ride-share services available?

  • What are nearby attractions or points of interest?

Tip: Update this section seasonally if local recommendations change.

5. Maintenance & Troubleshooting

These FAQs reduce emergency calls and late-night messages.

  • The Wi-Fi isn’t working—what should I do?

  • The TV isn’t working—how do I reset it?

  • I can’t find the remote control—where is it?

  • The AC/heating isn’t working—what should I check first?

  • The keypad isn’t working—what should I do?

  • Where are extra towels or linens stored?

  • The garbage disposal isn’t working—how do I reset it?

  • What should I do if I lose the key?

6. Booking & Payment Concerns

  • What is your cancellation policy?

  • Can I extend my stay?

  • Do you offer long-term stay discounts?

  • Is there a security deposit?

  • When is the security deposit refunded?

  • Are there additional cleaning fees?

  • Are there extra guest fees?

  • What payment methods are accepted?

  • Will I receive an invoice or a receipt?

7. Safety & Security Information

Guests feel more comfortable when safety is addressed.

  • Is the property in a safe neighborhood? 

  • Is there a fire extinguisher?

  • Where is the first aid kit located?

  • What should I do in case of an emergency?

8. Special Requests & Guest Support

These questions improve personalization.

  • Can you provide a crib or a high chair?

  • Can you accommodate early check in?

  • Do you offer mid-stay cleaning?

  • Can you arrange airport transportation?

  • How can I contact support during my stay?

  • What are your customer service hours?

9. Local Recommendations

NIA can act like a local guide.

  • What are the best local attractions?

  • Are there family-friendly activities nearby?

  • What are the best beaches/parks/hiking trails nearby?

  • Where can I find nightlife?

  • Are there seasonal events happening?

10. Emergency Information

This section is critical.

  • Who do I contact for urgent issues?

  • What number should I call in an emergency?

  • Where is the nearest hospital?

  • What should I do if I lock myself out?

Best Practices for Writing Strong FAQs

✔ Use simple, guest-friendly language
✔ Be specific (times, locations, instructions)
✔ Keep answers short and actionable
✔ Update regularly
✔ Add new questions based on real guest messages

Tip: Review your message history monthly and add new FAQs based on repeated guest questions.

By starting with these categories and expanding based on real guest behavior, NIA will become smarter, more helpful, and significantly reduce operational workload.

If you need help or have any questions, don’t hesitate to reach out. Contact your Customer Success Manager or our support team at support.jurny.com – we’re happy to assist.