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.

[Jose825]

I have never kicked out any of my guests and do not think I will ever do. But when a guest breaks the rules, he gets a bad review.

[Wendy752]

Have you had any negative repercussions from Airbnb for posting those bad reviews?

[Lynn341]

As a host, I review the guest.  If they have a party and don’t follow house rules, I need to rate them accordingly.  So I won’t recommend them.  That helps the vetted process.  BUT I lose if I decide to end their contract.  How is it right to punish the host but not punish the guest.  Sure they lost out on their stay but a house rule is a house rule.  I’m the one that should be compensated.   Why have rules if rules are ok to be broken. That’s the message you’re sending.  

I realize there are times when there’s a personality conflict between a host and a guest and maybe even a misunderstanding  but if a guest is in direct violation of a house rule—such as bringing a guest not on the reservation, bringing more guests then the listing allows, Smoking, having a party, these are NOT personality conflicts.  

[Kimberly290]

I just added a rule about unplugging the wires and cables on the back of the TV to hook up I believe their computers to watch movies!  Twice now I have had to pay for a service call with our internet/cable service to get my service restored.  I want to start charging the guests from their damage deposit if they do this!  It is so damaging if I have another check in and the cable company can't come out right away!

[Mary1510]

Very helpful article, that makes me want to make some improvements to my house manual. I have to say the 10 rules I have existing were all written because I had a poor experience with a guest things like no candles or please do not cook food directly on the stove top burner, or please do not cook highly aromatic food as the camper's exhaust system is not meant to handle it.   I had one guest ask if they could have a photographer meet them on the property late on the day of checkout to take wedding photos so that hint about no business conducted with outside parties is a is a good thing to.aff!  ( There are some venues in my little town that host weddings and wedding photography but they charge a whole heck of a lot more than Airbnb fees to do so!)

[Amy554]

If Airbnb cannot enforce the rules, then why do you post them as rules.  Rules have some consequences if broken.  If the rules are broken, they should, at least, forfeit the deposit.

[Craig33]

I been a super host for over 4 years and with over 600 guests from 22 different countries. During this entire time, things have been very smooth sailing. What helps me is to always allow a little wiggle room. I treat every guest as a mature guest and try not to bog them down with too many rules and regulations. We are not perfect and neither are our guests.

[George637]

air bnb should not refund guests who violate house rules and are asked to leave.I have allergy induced asthma 

[Dana-Kruckenberg0]

I feel even more comfortable with my current, fairly basic rules, and my guests are too, judging from their 5-star reviews. Other details, like using the kitchen or laundry room, or keeping their suite at a comfy temperature, are discussed during our many friendly chats throughout their stay. 

[Gloria419]

I have it in my rules that if they are caught smoking or bring pets they will be asked to leave immediately and will forfeit their damage deposit. I was assuming Airbnb would never refund their money!  This is a shock and so much so that  I am considering pulling away from Airbnb if this is the case!  I have my tiny house listed with Airbnb and vrbo.  Airbnb doesn’t give you the renter’s email address, you must communicate through Airbnb. Vrbo does give you their email address after they have booked and at that point I send them an email with my house check in and out information along with house rules and ask them to  reply when they have. I put things in the document I send them which 99% of the time they email back mentioning or commenting on it so I know they read it.  I’m disappointed to know if someone brings a dog or smokes that my rules wouldn’t be enforced!  Why have rules!!? When I called Airbnb last year and asked if Airbnb would stand behind my house rules they said, “yes.  As long as they’re written and part of your listing then the guests have to follow them or be held responsible.”  So, I guess they lied to me. Humm. That doesn’t make me happy. 

[George637]

air bnb should not refund guests who break house rules.

if I have to kick out a group having a party and wreaking my place which is against house rules  on top of the damage I have to take a finacial hit because of the guests bad behavior.

also I have allergy induced asthma and can not have dogs or cats on the property.I am an american with a disability.Dogs and cats cause me not to be able to breath.I have no pets in my house rules and I remind them of this in my welcome e mail.If they show up with a dog the dander stays in the carpets and rugs for weeks.It is like shoving peanut butter down someones throat who is allergic to nuts.Then on tip of this I have to refund their money if they wont get rid of the dog.

this is really really bad .air bnb is making lots of money with no regard for the hosts .the very people who are providing air bnb with lots of income.

air bnb why are you punishing your hosts?

please advise.This encorages bad behavior from guests.

we would not kick out a guest wirhout good cause as we are in a customer service business.

I am surprised that air bnb is chosing tobpunish hosts for guests bad behavior.

[Bill--Tina--Rajah--and-S0]

Surprise no one has thrown the flag yet on this...the BS Flag.  Doesn't matter what your house rules are, Airbnb does nothing to support the host is rules are violated!!!

[Pamela578]

Thank you for these helpful hints!!! My husband and I are loving being hosts and want to be the best we can be for our guests, all the while  protecting our properties! 

[Gloria419]

We need to all complain and let our voices be heard. When I closed out of this a few minutes ago it asked me if I was satisfied with this host news. I chose dissatisfied. It then gave me a chance to state why and I did. I told them I was disappointed that Airbnb wouldn’t take up for the hosts any better than this because without HOST they wouid have NO RENTERS!  They make money from hosts so they should protect us better than this. 

[Esther400]

Please add an Option for guests to choose if coming with pets or Not. I recently had 2 incidences where one guest asked as an after-thought if they could bring an 80 lbs dog while another  guest had come with a dog but had not disclosed or paid the fee for pets. My house rules are clear about pets, pet fee, number of pets and weight limits per my HOA rules which I have to comply with.