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.

[Pamela325]

I’ve had guest show up with “service” dogs without notifying me in advance. The laws for service dogs are that guests do not need to notify you and they can not be asked to leave. I also came home to a pile of dog poop in my bedroom that they did not clean up. 

Airbnb needs to make a better effort to notify guests that they must check a box if they are traveling with a service dog and host should be notified and have the right to charge an extra pet fee, or refuse. We are not a hotel, most of us are renting out our personal property. 

[Lisa229]

I appreciate this information.  Every time I call Airbnb with an issue, they have been very helpful and accommodating.  The key for me has been to communicate directly with the guest then engage Airbnb.  When I do Airbnb has supported me 100% on guest issues.  I also am very selective on my home rules.  For me the results are 300+ guests in 4 + years and only a small handful of issues. Where Airbnb supported me. 

[Deborah527]

Can you give us an idea of your rules?  I'm a new host and am learning a lot from these discussions.

[Michelle184]

I have never had any problems with my guests, but after someone (I don’t know who) left a loaded gun in my home I posted the house rules in the apartment, so there can be no excuse if not knowing them.

[Julie1537]

I also agree guests should not get a refund!  I recently had guests leave my house a mess and damaged.  Airbnb has the last say and basically sided with the guests.  I feel my house rules are fair.  I just wish I felt that Airbnb was taking care of my concerns not just for my guests.

[Toni212]

I created a very thorough guestbook and the first page is a welcome, the following my rules, copies of important manuals and an extensve guide book. I paid close attnetion to the wording and making it user friendly, short and clear. When I send customized messages regarding how to check-in, I always include a note asking the guest to send any questions they have regarding the rules. I do get responses stating that the rules are fine, sometimes questions. It has been working well, my guests have been very pleased and I have been booked!  It is well worth doing.

[Sharon-and-Terry0]

This was very helpful!! Thanks!!

[Gary-and-Michelle0]

Airbnb needs to set up a Super Guest program. One that is earned and maintained by good host reviews, behavior, etc. That way we as host know what we are getting. Have it so that those of us who use insta-book can filter it so only a Super Guest can access it. It is we the host that are risking our homes and neghborhoods....and thus our reputations. 

[Cathy282]

This is such a good idea!!!

[Pat-And-Mike0]

Guests should not be entitled to a refund if they break any of the rules and are required to leave.  That is a violation of us hosts....unfair and morally wrong.

[Ingrid237]

I’m pretty thorough in my house rules and try to get an even balance of covering the bases but not writing a book. The number one thing is that people don’t READ! I would keep rules as succinct as possible.

Love the idea to insert a fun question in the house rules in all caps to see if they read it. 

[Lori223]

As far as keeping rules simple, that worked for our first airbnb home which is in a rural area, but we have recently started a second airbnb home in a large metropolitan area and have found it does not work to just say "no parties"! We have gotten complaints from neighbors several times and when we have confronted the guests with the behavior the neighbors are witnessing, the guests have always said "we aren't having a party!" And they insist that some friends just "dropped over" or that they are just having a relaxing gathering of friends! What hosts and neighbors see as "party behavior" may be denied as being a "party" by the guests. I found with that listing that we had to specify specific behavior that is not allowed-- such as "no public drinking in the yard or neighborhood," "no nudity or scantily clad people in the yards where neighbors can see," "no excess cars parked in front of the house or the neighbors' houses," "no trash left outside in the yards or in the neighbors' yards or in the street," "no loud music or loud voices that can be heard outside of the house," "no additional people beyond the ones registered," " no loud revving of engines and having multiple peole coming and going especially late at night/after dark'....all of which are things the neighbors complained of seeing or hearing even when the listing said "no parties." And then when problems arise, or things are damaged, even though there was a place to say there's a "deposit," in actuality, there is no deposit! When we have wanted to use some of the deposit to pay for damaged or trashed things in the house, it turns out you have to "ask" the guest if they will agree to pay and send you money through the resolutions center, so of course, if people have done those things and not offered to cover it, they are not going to want to just voluntarily agree to send you money! I feel that is an unfair system! They can just refuse to pay! Anyway, we are learning new things from the vacation rental in the metropolitan area and are realizing that many guests are not consciencious and are not treating the house like they should, so we have had to really get much stricter, and to try to placate the neighbors that don't like problematic guests.

[Ron275]

One challenge we have found is guests, mostly female, using our fluffy white towels as make up remover pads. Very bad manners. We have countered this by leaving a packet of make up remover pads in the appt. The first guest who stayed took the entire packet so now we are looking at the additional expense of buying individually wrapped ones.

We will probably put this up as a house rule.

[Lyz---Will0]

Omigoodness, I initially had a similar issue with our white pillow cases when we started 3 years ago, covered in make-up, ladies - take your make-up off before going to bed! I also started leaving face ropes in the bathroom along with sanitary wear and the hint must have worked because I've not had an issue since. I don't buy expensive ones so they don't get taken 😁

[Emilia42]

"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."

Thank you, Airbnb. That is the only rule we need to know.