Make the most of House Rules: host tips & how-to’s

[Airbnb]

When it comes to setting House Rules, you’ll want to strike a balance between protecting your home and ensuring a great stay for guests by setting clear expectations. That’s why Airbnb’s House Rules tool allows hosts to select from a list of standard rules, as well as write their own, and requires guests to acknowledge and agree to the House Rules before booking.

“Rules are just another way you can really see a host’s true personality shine through,” Superhost Kelly, of Austin, Texas, U.S.A. said. “I would never rent from a host who had no rules. And if guests are able to see from a list of rules that they wouldn’t enjoy that host or that property, then that is a good thing to learn.”

Almost nine out of 10 hosts have selected from Airbnb’s basic rules, which touch on issues such as smoking, parties, pets, and kids*. However, hosts who write custom House Rules book more stays than hosts who don’t, according to Airbnb’s internal research. This may be because those hosts set clear expectations, and their guests have a better idea of what kind of stay they’re in store for.

By writing clear rules in your listing, guests can view them before they book, during their stay, and even after checking out. House rules are also sent directly to them once a reservation is confirmed, so you don’t have to rewrite or resend emails to every guest. Setting rules can help you save time and help prevent miscommunication.

Here’s how to set up and make the most of Airbnb’s House Rules feature. Plus, hosts share some of their best rules and tips:

How to create House Rules

On the web:

1. Go to your listing(s) on Airbnb.com
2. On the listing you want to add House Rules to, click “Manage listing”
3. Click “Booking settings” at the top of the page
4. Next to “House Rules,” click “Edit”
5. Select your expectations and write rules for guests, and then click “Save”

On the app:

1. Go to your listing(s) on the Airbnb mobile app
2. Click on the listing you want to add House Rules to
3. Under “Guest resources,” click “House rules”
4. Select your expectations and write rules for guests, and then click “Save”

5 House Rules tips from hosts

1. Keep it simple

“You don’t want to add so many rules that guests think they’re at mom’s house,” said Superhosts Wendy & Frank, of Stonington, Connecticut. Some hosts offered up suggestions**:

House Rules should NOT read like legal mumbo jumbo; otherwise, nobody will read it or potential guests will go to another listing that’s less complicated:

• Parties not allowed.
• You may not exceed the number of people specified at the time of booking.
• The internet may not be used for illegal activity.

 —J Renato, Rio de Janeiro, Brazil

Don’t add things you can’t enforce, like extra security deposits or charges for something broken.*** I don’t put courtesy requests or pointers, like where to leave towels and what to do with laundry, into my House Rules. I communicate those in person when guiding guests through the apartment or leave friendly note. While the ones that really matter to me absolutely belong in the House Rules.

• Our place is meant for either a couple or for a single adult.
• No children.
• The couch in the living room is not to be used as an extra bed.

—Annette, Prescott, Arizona, U.S.A.

2. Talk about local customs and climate

When writing your House Rules, take the opportunity to teach guests about your cultural norms and the local area. “Many times guests come from cultures and customs that are very different from ours, and want to spend a few days relaxing without too many obligations,” Superhosts Andrea & Ricardo, of Buenos Aires, Argentina, said. More hosts offered up their rules:

• We ask that you be prudently silent and discreet, especially at night or during the siesta.—Beatriz Elena, Medellin, Colombia
• No shoes inside. This is very common in Thailand.—Nutth, Chiang Mai, Thailand
• Do not leave the lights on and the windows open at sunset, or the house will be filled with bugs, mosquitoes, and moths.—Monica, Santa Maria de Palautordera, Spain
• No eating/drinking of any food/drinks, other than water in the Airbnb room. Please do not keep any food in the bedroom. No one is a fan of bugs.—Momi, Honolulu, Hawaii, U.S.A.

3. Point out safety concerns

Much like customs and cultural norms, it’s wise to assume guests come from other areas of the world with different laws and safety issues. These hosts address this in their House Rules:

• Please close and lock all windows and doors when you leave the suite.—Dave & Deb, Edmonton, Canada
• No candles. None. Instead, we provide flameless, battery-operated candles for you to use.—Heather, Ithaca, New York, U.S.A.
• No business involving the public or unauthorized guests is permitted. External security cameras are in use.—Jayesh, Urangan, Australia
• Illegal downloads are forbidden. If you’re found guilty, government fines can run about 1,700 euros per movie.—Branka & Silvia, Zagreb, Croatia

4. Use some humor

When in doubt, lighten things up to show your personality and encourage guests to read your House Rules. These hosts share some tips:

• I expect guests to behave like grown ups:
  • Don’t burn down the house.
  • Don’t kick my dog.
  • Eat drippy food at the table.... It's a nice table.
  • There are several waste baskets around the house: the toilet is not one of them.

—Amy, Nashville, Tennessee, U.S.A.

• I have incorporated a question in the middle of my House Rules in all UPPER CASE. If the guest answers, it demonstrates to me that they have taken the time to read the House Rules:
  • WHO IS YOUR FAVORITE MUSICIAN? There is no right or wrong answer.

—Eloise, Winslow, Arizona, U.S.A.

5. Be yourself

Some hosts have a long list of House Rules and others have hardly any rules at all; either way, they still come away with five-star reviews. Hosts recommend reflecting your hosting style — whether it be relaxed, flexible, formal, strict — in your rules to help guests determine if it’s the right fit:

• Live and let live! Most guests are on vacation and don’t want to be lectured. I make soup, and lay out bread, cheese, and croissants. They feel as if they are welcomed.—Aija, Welcome, Hicksville, New York
• My listing is very clear on what I need from our potential guests who share our space:
  • All of the House Rules below MUST be read all the way through to the end. It will not be in your best interest to skim thru my rules. Therefore, please do not do so.
  • This is OUR home. We want our wonderful guests who stay with us to respect that this our home and we are raising our child in this home.
  • No raising of voices, arguing, or vulgar language.
  • No drugs in/out of our home.
  • Any violations and you will be asked to leave.

—Momi, Honolulu, Hawaii, U.S.A.

Superhost Momi includes 12 more detailed House Rules after this, and she’s received more than 100 five-star reviews. Guest Steven, of Pullman, Washington, U.S.A., wrote: “I must say after reading [Momi’s] House Rules, I was a bit nervous. I soon realized that this would not be an ordinary stay. And to my delight I was correct.”

Once you’ve published your House Rules, confirmed guests will automatically receive them and can access them at any time. Creating House Rules once will help set guest expectations and set the stage for many five-star stays.

___________________________________________________________________________

*House Rules include limits on smoking, areas beyond the listing space that are off-limits, permission to have visitors, and more. To add information about how to use appliances and amenities in your home, see our House Manual tips.

**Host tips have been edited for length and clarity.

***If a guest violates a house rule, the host and guest are encouraged to communicate and resolve the issue. Creating House Rules helps Airbnb CX mediate a disagreement; however, Airbnb CX cannot enforce House Rules. If a host asks a guest to leave because of a House Rules violation, the guest will be refunded for the nights not spent and Airbnb CX can help facilitate that. If a guest refuses to leave, then the case will be escalated and be handled on a case-by-case basis.

[Jackie220]

I was under the impression that if a guest received a bad evaluation, Airbnb would not let them book again!  I have been blessed to have great respectful guests.  Giving the disrespectful guest a refund and rebooking him/her with another host, to me, seems disrespectful to the new host!  

[Michelle625]

I do agree with the other hosts that guests should not receive a refund if they break the house rules, however as long as it’s only for the nights not stayed I’m ok with that. At that point their security deposit should not be refunded to the guest. 

[Neil78]

I will share an observation. Most of my guest have followed the house rules and have been respectful of our property. However, I have had two guest that did not book the correct number of guest and were  inconsiderate of quite hours, but they did not damage the property. It so happens that these were last minute bookings and they did not seem to read or follow the directions or house rules. So my new rule is no bookings inside my 24 hour window for auto book unless it is a guest I have previously hosted and found acceptable. 

[Kelly778]

Although, no smoking is written multiple times in my listing due to having allergies I have had multiple guests who have smoked both cigarettes and/or wreaked of marijuana while in my house. This is disrespectful to me as their host however, I do not want a negative review so I feel that I'm unable to do anything about it dispite it being a "rule" I do feel that as a host we are put in an uncomfortable position where we can either try to implement our rules and face a bad review or put up with guests who rarely face consequences. It is unfair that a guest would get a refund if they are asked to leave. I also know its basially impossible to prove someone smoked in your house so it's not worth bringing up go Airbnb. I love hosting but I do feel that guests should be held responsible if a rule is broken.

[Mandi-S-Just-Business-Ro0]

I have a long list of rules, because guests share the house with me. I also include a magic word, to ensure that they have read them. I make it easy to read. I get extraordinary compliance. Today I was so proud of our utility bill that I posted it in the kitchen. 

Non compliance is usually a minor oversight. Big ones are usually things from people who have no interest in getting along with anyone. Long live the honest review!

[Marcus21]

Personally I think custom rules are a waste of time for the majority of hosts.

This is partly due to the check list of standard rules.

Box ticking is easy but rules listing to listing  become homogenised/generic, guests assume house rules will just be all the standard rules they always see, nothing else..they don’t read them, they know them.they always agree to them..it’s like the old “agree to terms and conditions” you see downloading your latest software update..you’ve no choice but to agree if you want to use it so who reads them ! Agree to everything! 

After years of trying everything to get guests to read my atypical rules and realising generally they hadn’t I gave up, now I’m request to book, I run through the things that are really important to me when they book and agree them personally, there’s no ignoring that.

It’s also a good way to set expectations for the limits of your place and your personality 

e.g “we do not have modern soundproofing so I ask guests are mindful of conversation level and impact noise like shutting doors hard. I discourage guests with plans involving returning after 1am Do you think that would be an issue?”

if a guest finds taking 5 minutes to agree these things too tiresome...

”thanks for your interest and I hope you find something.”

this is your life and their holiday..let’s check everything’s ok upfront not on the door step, a good guest appreciates your responsible in taking their money

The whole notion of “rules” is a bit authoritarian/weak in the first place...just have the conversation.

[Lisa-And-Ray1]

I totally agree with what most hosts are saying regarding the refund. I haven’t had any bad guests yet but I don’t believe that anyone who ignores the rules in an obvious way should be refunded their money. By allowing this, it encourages bad behaviour to continue.

[Marjorie55]

So let me make sure I understand: my House Rules include no smoking and no pets. Someone arrives for a 4 night stay, and the next day I hear barking coming from the apartment.  And the idea is that I should sacrifice the income when I tell them to take their dog and leave?! So basically there is no downside for the guest - they can just go and find another host to play for a sucker.  Airbnb, you may find that some of us have other options - including just renting out on a monthly basis, and letting the tenant cover their own bills for electric, water, laundry and amenities.

[Court0]

Agreed that no refunds to house rules not followed is unacceptable ..... but only for certain, very egregious rules.  House rules say "no parties" and guest has ONE friend over for an hour to talk and play music not loudly, then not egregious enough to enforce refunds.  Did they show up with 2 children under 8 years old at a "no children under 16" house rules, yes refund should be given host.  Host should identify those rules considered egregious, mediated by Airbnb.  If house rules say no smoking and a guest smokes on an outdoor porch, a minor issue, no refund to host.  But if house rules say no smoking AND Airbnb agrees because reason is homeowner has emphysema,  and guest smokes in living room all day every day,  then refund to host.

[Abson0]

insightful

[Mohamed143]

Helpful post, I liked the fourth point which suggests using some sense of humour.

[Pamela325]

I have posted my house rules and have included them in my listing details, and I have guest repetitively disregard my rules and booking requirements. I've had a family invite over the mother-in-law with her dogs even though I clearly state NO PETs, and the dog **bleep** in my bedroom and the guest left it there for me to clean up. Constantly have people lie about how many guest are staying, and children. I also have a NO SMOKING, NO DRUGs policy, my last guest smoke so much, weed and tobacco we had to air out the house for days, and strip everything and wash it. AirBnB is not doing enough to protect the hosts, we are making money for them, we drive their income, they should stand by us and our homes and give us control on kicking out bad guests, and NOT REFUNDING any money to the bad guests and also helping us collect on damages and extra cleaning due to bad guests.

The only recourse I have now is to give that guest a **bleep**ty review and a poor rating in the hopes that no one will rent to them again.

[Lisa2118]

Pamela325

Did you charge your guest a damage or cleaning fee to come out of their deposit?

[Alex-and-Vaughan0]

>So let me make sure I understand: my House Rules include no smoking and no pets. Someone arrives for a 4 night stay, and the next day I hear barking coming from the apartment. And the idea is that I should sacrifice the income when I tell them to take their dog and leave?!

Don't tell them to leave, tell them the people are welcome to stay but the dog must find other accommodation. They then decide whether to cancel or not, and the refund will be comensurate with your policy. Hopefully "We cannot bring our dog into a no-pets property" is not an extenuating circumstance.

[Nancy267]

Rules are put in place to protect the host and their property! Refunding guests that break these rules is UNACCEPTABLE, RIDICULOUS, and DISRESPECTFUL to HOSTS! If you are thrown out of a hotel you do not get refunded anything! Other hosting platforms DO NOT REWARD guests who can not follow the rules of a host, so WHY IS AIRBNB DOING THIS? I fear you will loose SEVERAL SUPER HOSTS if you implement this BLATANT UNFAIR DISREGUARD FOR AIRBNB HOST THAT HAVE A STRICT POLICY STATUS FOR BOOKINGS!!! 

Why would AIRBNB alienate their possibilities of aquiring new hosts and SERIOUSLY PISS OFF THE HOSTS they currently have by implementing such an ignorant rule of awarding someone for breaking rules that are put in place to protect properties and discourage such behavior from guests in the first place?!  AIRBNB YOU BETTER RETHINK THIS ONE!!!!