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.

[Cathy282]

Is this the reason that profile photos have been stopped I wonder?!

[Viola71]

I just had that very scenario happen. A guest checked in and violated the noise rule (screaming profanity at his girlfriend and threatening to punch her in the face late at night) and the No Drunk or Disorderly Conduct rule. We called Airbnb to ask to have them removed. No one ever contacted the guest and it appeared that they may have just created a new profile to avoid the negative reviews they must have gotten previously. So, even though we asked to have the potentially violent guest removed, they stayed until the end of their reservation. However, I did bill their security deposit for the additional cleaning that was required for the blood-stained carpet. Had they left when I asked, I would have billed their security deposit for airing out the space of the strong alcohol smell even if the blood stains were not present. This could be one way to recoup lost earnings if a guest is evicted and Airbnb refunds their money. 

[Linda233]

This is a stupid policy but it is the way Airbnb is going. The requirements for guests to sign up get more and more lax and hosts are penalized for any ripple in a reservation. I had a situation this week where a guest showed up with 2 extra people and stood outside my window smoking. When I told them they were breaking the rules they became very abusive and then decided to leave. They started calling me with threats and sending messages that I had better give them a refund or else. Airbnb's response "you should have taken pictures of them smoking". What??? They were already threatening me what would they have done if I pulled out my camera. Maybe the so called help desk should all be required to be. Hosts so they have empathy to the problems.

[Jason-and-Carolina0]

I don’t understand what the issue is... it’s house “rules” not suggestions. Airbnb would be wise to realize that without hosts there is no business for anyone. Of course we need the guests and Airbnb does a wonderful job of managing the platform we all use.

however, my house rules are simple, yet concrete. Today I realized that Airbnb does not view them as rules, they seem to see them as guidelines or suggestions. 

Airbnb, if I run a red light and a cop is behind me I know I’m getting a ticket. The same expectation should apply to guests who break the house rules, especially when they had them readily available prior to their stay. 

[Steve868]

Recently, I've had two experiences with bad guests.     The first one absolutely stunk up the place, smoked, pee'd on the carpet (cats, I suppose), left over 15 large trash bags full of garbage behind, broken a couple items belonging to me, left $100's of stolen property behind, etc.   Incredible!   I contacted airbnb customer service, followed up, stayed patient, followed airbnb's directions, waited....after a couple weeks, airbnb is taking care of me, probably because they cannot find the guest.    Since her experience at my house, this "guest" has trashed another house.     The host left a scathing review on her, as I had.   Strangely enough, the host had not noticed MY review, nor had I noticed another severe complaint about this guest a couple weeks before she stayed in my house.    My question is this:  If a host files a complaint against a guest - and has written a poor review - is the review removed while the case is under investigation?   If so, that is not a good policy, as it allows this "guest" to terrorize others' homes.    This is exactly what happened to host #2 (me), and host #3 (the other guy) that hosted this moron.   

[Rodney62]

@Alex0& Vaughan Exactly. Good example.

[Kathy377]

I really like being a host and have had only one really messy group in my 10 months as a host.  I STILL hate the no photo ruling and I agree with most that if rules are not followed a refund should not be given.  What I have found myself doing is being extra cautious with guests and asking lots of questions before booking and I am considering not accepting any guests who have no reviews due to the no photo ruling.  So..... maybe as hosts we need to be extra careful, ask questions and decline if we are not happy with the answers.  

[Karen1636]

Our house rule states no parties or events in addition if police are called to the house for a noise disturbance or party they will be allowed 1 chance and if the police return they agree to vacate immediately with no refund of unused days.  We do not want parties at our house.  We feel the wording in our house rules and their agreement to 

 follow them does not give them a right to a refund.  We own a luxury home.   It is not a party house.  AirBNB should not condone breaking house rules. 

[Marcie18]

This is very good, and we are very clear about our rustic and riparian and Rocky Mountain special features, rugged environment and absolutely necessary safety requirements. However if guests don't read the rules, which we have experienced, and they complain about that which was very directly identified before they arrive this could lower our host rating. Is there any way to enforce that guests must read the rules in a timely manner before they arrive? If they make a booking and have unrealistic expectations about something that was made very clear,  but they do not acknowledge, I don't want to receive a lower rating because they have not, literally read and followed the rules. We have had last-minute cancellations because we have sent information that is already in our rules, very prominently displayed: that we do not welcome pets, children or Backcountry vehicles. It is obvious that these potential guests have read nothing in our rule book.  Are the ways that Airbnb is assisting in correcting this? If a guest does not read the rules to understand what is both offered and required, the host will have to be responsible for negative feedback and possible damage and conflict.

[Jennifer1423]

AirBnB  punishes hosts financially for guests' bad behavior. Why can't AirBnB behave more like hotels? If I smoked in a hotel I would get tossed out, charged extra, and then not get any refund to boot. But AirBnB refunds money to bad guests and often places them in a new AirBnB without telling the new host the reason for the last-minute booking. AirBnB parties exist because AirBnB's policies encourage them. Until someone gets hurt, it appears AirBnB will continue to support bad guests at the expense of hosts.

[Frances167]

Yes, until someone gets hurt. I did consider this, when an unhappy guest texted “you better watch your back, since you like to play games”

[Amrita8]

Thank you ,Great tips ,will  be taken in good hosting spirit.

[Michael1678]

We are not talking about guests that deserve a refund!  We are talking about guests that blatantly disregard house rules, thus disrespecting the host.  I have given refunds to guests that weren’t even asking for one!  For things like my dogs barking, last minute cancellations due to unforeseen circumstances (ie: planes being grounded), hot water not hot enough, etc!  I’ve received 5 star reviews for doing such things.  My policy is “If it’s not right, it’s wrong!”  Why should I lower the bar from what I should expect from a guest?  Also,  If a guest is bad, and they know it, and they get the appropriate review from a host, all they have to do is NOT write a review and then nobody sees either of the reviews!  Then they can book again with an unsuspecting host and repeat their same shenanigans!

[Seraphina1]

In my experience, guests don't read the rules especially young guests. I can't control this even though I've had to say, you MUST read the house rules before booking and in guest comments, it's hardly my fault if you haven't read the rules. For crying out loud, one guest thought he'd booked an entire 5600ft2 apt.  for less that 20€! You can't control a guest's inability to read! 

[Susan1612]

Thanks for the tips.