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.

[Jocelyn110]

Not to be difficult, but I feel we as hosts are held to a higher standard than guests (and I've been both, that's for sure). I had a guy smoke for an entire week in my house even though my rules clearly stated no smoking. I didn't toss him out because I live 9000 miles away and wasn't aware of it, but my local property manager confirmed this  fact. HOWEVER I was afraid that if a wrote a negative review of that guest it would affect my superhost status. Can Airbnb provide some clarity as to any penalties associated with negative reviews by hosts?

[Kerrie35]

Yes that's a concern to me as well, where can view the answer to this query?

[Wendy-and-Mike0]

Enjoyed & found this article helpful.

[Laila69]

so, if guests was kick out becuse destroying/break house rule, regarding my cancellation policy is strict, they still get refund? that is so unfair!

[Chris1074]

Guests breaking house rules should not be rewarded, nor compensated for being ousted.

Granted we hosts may be accused of being judge and jury, but it is our home. Private guests,  family and friends all get the same approach,  but, hopefully would be respectful of our property and wishes. No reason why paying guests should expect to think or be treated differently? 

[Julie-M0]

Hi all, I fairly new to all this! I've definitely found this article helpful. 

Just wondering what the levels are under your icons...level 3, level 10 etc? 

[Caroline486]

Really helpful to reflect and consider my house rules off the back of this. I do think that most of my guests have been hugely respectful of my "rules", but you can't really allow for people who don't get the essence of what Airbnb should be about. Most people realise and respect they are staying in a part of my home, but a few haven't - I have never had the cause to throw anyone out, but been a bit dismayed by how they have left the house or their behaviour whilst staying. I think it is always important to re-iterate the house rules at check in and I write honest and what I consider to be fair reviews with those guests that have crossed a line. I worry that some have created new profiles and so other hosts would be none the wiser however....

[Jono-And-Cheryl0]

Every one needs to give Airbnb feedback on the refund and disobedience of rules clause. It really has to be changed or there’s no accountability.

[Angela1096]

I also am in full agreement with those hosts who have expressed the view that a guest should NOT be entitled to a full refund if they don’t stick to the rules they have already signed up for

Quite regularly our guests book well in advance to stay and if a refund was given the host has missed out on their income they rely on and if they allow the guests to stay they’re accepting the bad behaviour 

The guest would be the first to complain if they have problems and the host doesn’t take complaining about a guests behaviour lightly

In fact the host generally allows a few indiscretions before addressing the host

[Angela1096]

Before addressing...the guest that should read 😅

[Kym6]

@Airbnb2 What a great article. Really found it useful and I am going to tweak my house rules a bit further. I have never had any problems with my guests, (that I know of) about the house rules. I hope I never do.

@Julie-M0 the levels are under your icons...level 3, level 10 etc? I think...are how often you comment.

[Julie-M0]

Thanks @Kym6 told you I was a newbie 🙂

[Kym6]

You're welcome 🙂 @Julie-M0 I am a newbie in this communication area too. Been hosting nearly 3 yrs.

[Maggie107]

I too , believe it best to make it clear what the expectations are before I accept a booking,  I want my guests. in full knowledge of the expectations, to enjoy themselves , but not at the expense of my neighbours or my property which is whyI make the house rules clear pre booking,  then that is their choice whether or not to book.  So, if it becomes apparent whilst they are in my property, that they are not respecting the few rules that they have already agreed to why should we, as hosts, lose out and they as guests be given a full refund. If it is clearly documented and provable that they are are flouting the rules then no refund should be given.

Sorry but doesn't make sense and is very biased towards the guest (who is in the wrong!)

[Cathy30]

I have had excellent house rules on the airbnb listing, but they never read them. I go over them when they arrive and leave them on the refridgerator door. I've found it is hit or miss whether they are followed. I had too many bad experiences such as sand ground into the furniture and carpets even though I leave a bench and towels by the door to removes shoes and sand . Food in bedrooms.

I take so much pride in a super clean , super comfortable place with a lot of upscale ammenities and extras.