Guest policies

[CiCi29]

Hi U.S hosts,

I live in Texas and is in the process of starting to host my house on Air BNB. But I'm not sure how to write the Guest  policies. 😞 

What do you guys base on when writing the guest policies ? What should we include in there ? would anyone mind sharing their guest polices please ? I would really appreciate it! 🙂 TIA

[Sudsrung0]

@CiCi29 

Welcome to Airbnb,

I have to say it would be almost impossible for anyone of us to go through step by step,

What I will say is to go through the CC there is a world of information on here,

When you have a specific question then come here to ask. Dont forget we are all just host like you.

Then go over to YT mountains of video's there about how to be a good host,

[Sudsrung0]

@CiCi29 

The first thing you could do is add a photo to your profile

[Debra300]

@CiCi29,

Hosts write their house rules based upon their individual experiences and preferences.  I highly suggest that you do a search on Airbnb for listings similar to yours in your area, select the ones with at least 25 ratings and read their house rules to give you an idea of the types of guidelines hosts in your area expect guests to follow.

[Lorna170]

@CiCi29   Restate your maximum occupancy (X persons) and status on children and pets.  If you have a state vacation rental act or policy, read it and incorporate relevant statements in your house rules.

Here are my house rules:

Rental of this property is governed by the provisions of the North Carolina Vacation Rental Act. The primary Guest must be an adult over 25 years in age who has a place of permanent residence to return to and who will be present during the entirety of the rental. A Rental Agreement will be provided via email to the Guest. Payment of monies constitutes Rental Agreement acceptance.
The property will be occupied or used as a vacation residence by no more than FOUR (4) persons, including adults and children of any age. Daytime guests may not exceed TWO (2) additional persons. If unregistered guests are found using the property as an overnight accommodation or the property is being used as a gathering place or an event venue in violation of the rental agreement or visitor numbers, the registered guest and all other persons will be asked to vacate the premises immediately.
Our Pet Fee is $75.00 per rental for up to two (2) animals. All animals whether Pets, ESAs or Service Animals must be declared at booking. ESAs and Service Animals may not be left at the cabin unattended for any reason. Pets shall not be permitted to lie on the furnishings or sleep in the beds.
Guest agrees to be responsible for damages to the premises resulting from the action or inaction of the guest(s), their family, daytime guests or pets. Guest agrees to waive any claim whatsoever against Owner for accidents, medical conditions or claims arising from his or her own use or guests’ use of the cabin and its amenities.
There will be no refunds given for unfavorable weather, interruption of utilities due to weather or minor maintenance problems.
Travel insurance from your own carrier is recommended.

[Sudsrung0]

@Lorna170 

I like the last bit, 

[Mark116]

@Lorna170 @Sudsrung0  Yes, I  just stole it and adapted for our rules.

[Huma0]

@CiCi29 

House rules vary so much from host to host, especially in terms of how much they include or don't. Some hosts don't have any additional rules, whereas others like me have lots! Mine perhaps seem too long and detailed, but I have added to them over time and there are very good reasons. It's not just that you want guests to behave in your property, and what's obvious to you isn't always obvious to others, but if there is an issue with guests breaking house rules and you need to contact Airbnb for help, they will look at your rules. It has certainly helped me in the past in terms of getting Airbnb to back me up.

There are several points you could cover depending on your listing and what is most important to you. You can then add others over time if you find them to be a frequent issue. @Lorna170 has mentioned many of the important ones above. Other things you might want to consider:

- Noise. Some hosts (especially live in ones or those that host different sets of guests in the same property) have quiet hours. Or, you might have neighbours close by that could be affected by the noise, so it's something to think about.

- Do you expect the guests to do any type of cleaning before checking out, take out the trash etc? Sure, you can put this in your house manual, but no one likes surprises, so probably worth a mention, if only briefly.

- Smoking. Do you allow it outside or not anywhere on the premises? Specify as some smokers might assume it's okay outside.

- Are there any restrictions on parking, e .g. a limit to how many vehicles, size of vehicle?

- Are there any areas of the property that are off limits to guests?

[Mark116]

@CiCi29  As others have said, check out other listings and see what their house rules are and adapt for your own use.  Our house rules have gotten longer because we added things based on guest behavior, such as  no moving furniture, no eating in the bedrooms and no one on the property who isn't on the reservation, etc.  We also wrote our check out procedure into the house rules.  Lastly, we added some caveats about refunds and damages.

Most guest won't read the rules, even if you call this out in your messages to them.  However, putting something in the rules will help you in negotiations with Airbnb over damages and any guest issues.

[Huma0]

@Mark116 

Yes, I have most of those in my rules too. I never expected guests to move furniture around, but some did, and that was often when damage occurred. There are marks on the walls in two of the bedrooms from when guests dragged chairs along them. Why they would do that, I don't know. A very expensive item got damaged when guests moved it for no apparent reason. They only moved it a few inches. Guessing they then realised how heavy it was and gave up, but I have no idea what why were up to.

Eating in the bedrooms is another one I added after many, many problems with stained items and generally unhygienic behaviour. Some of the things I have seem in that respect I never would have believed guests could do before I started hosting. I mean, sushi in the wardrobes? Two week expired scotch eggs in drawers? Fried chicken and chips and a lot else strewn all over the furniture and floors. The INSIDE of the silk shade for a bedside lamp sprayed in pasta sauce... And a lot more.

RE getting guests to read house rules, I kind of force them to. I won't accept a booking until they answer my Easter egg question. That's not to say that some won't promptly forget all of it, or decide to cherry pick which rules they follow, but it has helped a lot.

[Mark116]

@Huma0  Our current guests, I saw through the inside door on my way out earlier, have put the toaster in the living room?  I mean, why?  I get our kitchen has limited counter space, but there is a table. and an outlet right next to the table.  My partner told me to leave it alone and not say anything, but toaster in the living room makes me cringe thinking what other crazy things will they do the next week.

Our last guests got red sauce on a lot different things in a variety of rooms and somehow got ink pen on the living room throw pillows [all adults by the way].  We got this out using miracle product Resolve, which beats any other upholstery cleaner I have ever seen.

Always an adventure to say the least!

[Huma0]

@Mark116 

Thanks for the tip! I am going to look for Resolve 🙂

Moving the toaster to the living room? So bizarre. Maybe they like to eat toast while watching TV or something... Who knows?

[Mark116]

@Huma0 

This is it.  There is also a rug and carpet cleaner that works great.  

https://www.powerofresolve.com/all-products/all-products/resolve-multi-frabric-upholstery-cleaner/

[Huma0]

@Mark116 

Ah, thank you!

Actually, we have this in every supermarket here, but it's called Vanish and the packaging is completely different. As soon as I change location to UK on the site you sent me, it switches to Vanish.

I use the Vanish foam for carpet and upholstery stains. So far, its' the most effective I've found. I thought Resolve might turn out to be even better, but it's the same thing!

[Lorna170]

@CiCi29 , @Mark116 , @Huma0 , @Sudsrung0 , @Debra300   I also have a three page Welcome Package PDF that I send to the guest that reiterates my house rules, the arrival directions and codes, the departure tasks (which are very simple - towels in shower, sheets left on beds, trash in outside bin, cover hot tub, lock doors and windows, sign guest book) and also the expectations of guest behavior re occupancy, pets, parties, smoking, etc.  They also get a copy of the rental agreement that NC law requires that they have.  These documents have been well received, and I rarely have guest issues.