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.

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*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.

[Teresa531]

I do ot agree with the policy to refund a guest if the guest breaks the rules, I mean Really breaks the rules, like having more guests than the maximum occupancy or smoking inside the house, that sort of thing. Airbnb refunds money to the guest for  what reason?

When this guest booked my property it was closed to any other bookings for the dates the guest chose. These dates were held for his EXCLUSIVE use based on his aceptance of the listing details, house rules and occupancy maximums. Harrumpf. So punative on the owners.

I am so very thankful that I have had but one disrespectful guest in four years of hosting. I love sharing our home and will continue to do so despite this policy until my losses outweight the benefits.

[Vera-C0]

I include a  codeword in CAPITAL LETTERS Somewhere in the description, towards the end of my listing. I do not use instant book. I ask all potential guests  to include the code word in their initial communications with me to indicate that they understand X, Y, and Z, which are particular house rules or factors that are important on our property (e.g. no TV or wifi available, no smoking, etc.) If they do not include that code word, I thank them politely for their booking request and ask them to review the entire listing all the way to the end and confirm with me whether they’re still interested.

If they still do not include the code word, I generally decline the booking.

This has cost me my super host status, but saved me in that I  now typically only get nice guests who can read and who are respectful of our property. 🙂 

[Wendy752]

Why did doing this cost you your superhost status?

[Paula284]

AirBnB - sorry - you are wrong. Your lack of response to each and every host who has expressed their sincere concerns with your rewarding the guest's bad behavior exhibits your lack of support to the host. There is a fairer adjudication of this type of conflict. Before you get sued when guests who have exhibited violent behavior are allowed to continue to use AirBnB, you should rethink this position.

[Hope-and-James0]

I keep my listing's rules fairly basic but then in the binder we provide in our rental I elaborate on those rules with a sense of humor. For example: Please do not flush paper towels, tissues, wet wipes, sanitary products, kittens, puppies, hopes and/or dreams down the toilet.  

Thanks for the article y'all. 

[Kathleen441]

I also agree with those who are upset about the refund policy if a guest has broken the rules and have been asked to leave.  I have a small window to rent my cottage/home as I depend on this income to get through the winter months.  The refund policy must be re-examined so the Host isn't punished for bad guest's who are asked to leave. I'm new to Airbnb but have been renting for years.  I have never asked any guest to leave however I have had the odd guest leave the cottage in a terrible a state.  Airbnb please re-think the refund policy.   Thanks.

[Carolyn372]

No house rules = no problems. With house rules = problems. Problems for the host, for the guest, and for Airbnb. The majority do not want the host to be penalized for the broken rules and will ask the disobedient guest to leave. Come on Airbnb! GET ON BOARD AND SUPPORT YOUR HOSTS!!

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[Guylaine25]

Hi all, I am very new at Airbnb’ing,

in my very first week I cancelled a booking that was an automatic booking. I became suspicious that it was for an illegal business of the frivolous kind. As a result I lost 3 months booking and the period was blocked but I am ok with that given the alternative. I manage to find someone else. Honestly I’d rather lose a booking than have my house destroyed. 

Having said that I fully agree with the notion that guess have to be held accountable if they do not follow the rules. And should pay for damages... Hotels require a CC in case of damage to their room. 

[Alice388]

I for one would like to make sure the person I am renting to is the same person that is arriving.  Many businesses rent my space for an employee - surprise!  Someone totally different than you think is showing up to my door.  Or, you expect a husband and wife because that is what the profile lists and you get two men who, trust me, will not keep the house rules.

Also -  Airbnb, my driveway is part of my home.  When a guests brings a car for a short term, I am not going to pull a monthly parking permit for them.  Instead, I arrange to have the car in my garage or driveway.  But if your car or truck leaks and spots up my property, that should be covered under the homeowner's rental area.  I shouldn't have to deal with that after they leave and it shouldn't be part of my expense.

[Donna592]

I agree with most of the hosts. Do not reward bad behavior. That is exactly what is happening here. This is my income. I can't affored to ask a guest to leave because I won't get paid.  They know they don't have to follow house rules because nothing will happen. Please, Airbnb, review your refund policy.  We work for you and would like  you to stand by us.

[Josiah0]

We finally added, "No third party bookings" to out house rules.  We know this is part of the T&S guests and hosts mutually agree to when signing up for Airbnb, but we get a handful of people looking for a place for their parent, aunt/uncle, friend, etc.  We politely decline and request that said guest create her/his own account and book.  This usually works out fine and these have been some of best guests, and it helps set clear boundaries.

As for refunds for unruly guests, luckily this has not happened to us (yet).  Since the average stay is only 2.41 nights btwn both our guestrooms, most guests are gone before they have much of a chance to disrespect the house rules (which are few), or they're gone before it bothers us enough to ask them to leave.

Should a stay be longer, we'd be fine refunding the remainder of the nights because most likely the nights will get rebooked.  We're not a vacation destination, we have no min. number of nights, and being a shared home, I think guests know what they're signing up for.  Perhaps if I had a vacation rental, I might feel differently.  It's also very hard to show up with pets or other guests without us noticing - we do not have self-check-in.  That woud present an immediate challenge.

I think it's OK that Airbnb seems less supportive about everyone's house rules when they've been violated.  As mini-hoteliers, we're ultimately in control of who comes and goes in our homes.  I don't think Airbnb needs to micromange every little infraction a guest makes against hosts' rules.  Since rules can be changed at any moment, who's to stay some hosts don't change their house rules once they find something they didn't like about a guest?  It's clearly stated above that "Airbnb CX cannot enforce House Rules."  Those you calling **bleep** and saying "Airbnb does nothing to support the host is [sic] rules are violated" have clearly missed Airbnb's stated position on the matter.

[Polona0]

Very helpful indeed.

[Darragh1]

Super helpful! Added some new house rules to our list 🙂

[Richard-And-Becky0]

Hi There. I do not like confrontation and feel our rules are straightforward and be booking very fair. If the guests are never reprimanded for breaking any rules, which they have already agreed to when booking, what is the point in not reprimanded them. As you said above it gives the guest an expecation of the type of stay they will have and what sort of  people we are. Fortunately we ahve issues with late check out but we dont enforce it vigorously. With a previous UK company - Sykes Cottages we had one very troublesome group of youg Pakistanis. I say this merely t0 point ou what behaviour we would see from Muslims. Two men and Two girls - at least one girl was underage, they started drinking at 9.00 in the morning. They constantly played loud and distorted music in their car, even when they were in the house. We had complaints from our friends who own the local shop by doing the exact same thing. They asked if they could get Halal meat. We told them of a Halal slaughter hose 8 miles away. This appeared to upset them for some reason. They smoked inside despite being told this is a strict no-smkoing haoes. Can we use ahstray = No,  can we smoke with windows open - No. Despite this they smoked inside, they put cigarettes out on the window sills and window glass and left cigarette ends in half empty cans of drink, often spilt over. We told them politely to stop but no respect shown. They eventually left about 4 hours after checkout time. We had to get the  holiday rental people to ask them to leave - again no response. They eventually left and were subsequently banned from booking with tha company again. So in theis instance would you advocate not reprimanding the  guests??? We are extremely happy with Airbnb but I feel very strongly that guests should be penalised in some way. Yo will see from our status and reviews that we only get 5 star reviews. This is helped by the ability to vet the customer and decline the ones we dont like the sound of, but for this we are penalised for having a big declination rate. The phrase the customer is always right comes to mind which sometimes is not correct.

[Frances167]

I’m so sorry for such a bad experience for you in your home! This our sanctuary which we choose to share and one bad experience is almost enough to throw in the towel. I am, however updating my rules, writing honest reviews, and as tempting as it  is, a firm fair price. No discount. I’m a little leary  of guests coming from locations nearby that are a little questionable, 20 - 30 minutes.