Just getting started and want to learn about expectations

[Elizabeth3572]

Hi all 👋

I'm new to AirBNB and I'm hoping to connect with someone to learn about the best way to engage with our guests. How can I set the proper house rules without being too pushy. What kind of rules should I set and what am I not thinking of.

Liz

[Julie5882]

Hi Elizabeth!

What a beautiful property! When it comes to house rules I recommend you work within your comfort level. This is your investment so "pushy" doesn't need to be a concern when it comes to protecting it. If you prefer shoes taken off, say so...etc.

Consider any special considerations for your location that should be noted. If wildlife is a concern around outdoor garbage, I would mention that. 

Some descriptions that maybe I missed in your listing:

I would comment on the bunk beds and queen bed sharing an open loft. That would be a consideration for families and they may not realize the layout.

Do guests have access to the basement? If so, photos please. If not, note that.

Best of luck to you!

[Elizabeth3572]

Thank you so much for the advice and for helping with information I didn't even think of. 

[Paula]

Hi @Elizabeth3572,

I am tagging @Greystone0, @Bryan934, @Andrea6232 and @Julie5882 here so they receive a notification of your message. This way, we increase the chances of them getting back to us.

Quick tip: To tag someone, tap "@" and select the host's username from the dropdown menu 😊

[Andrea6232]

Ciao @Elizabeth3572 ,

very nice chalet! Just a little suggestion: I noticed that there are some duplicate photos, it would be better to delete them 😉

Andrea

https://airbnb.com/h/la-casa-sul-canale-con-piscina-jacuzzi-in-giardino

[Elizabeth3572]

Great suggestion Andrea and WOW 😍 Your villa is stunning.

[Andrea6232]

Thank you @Elizabeth3572 !

[Bryan934]

Hi

i keep the rules basic on airbnb

when I send my guests messages before they arrive I have quick messages set to go with things like don’t walk around with dirty shoes, take the key out of the door.

then when they arrive I try and meet my guests and have a chat with them. 
pointing out anything I think they may need to know

you may get the odd pushy guest, 

I had one asking if he could use my hose to wash his car after 1 day, I said there are plenty of car washes on the area 

I felt it was a bit of a cheek, plus even though I’ve labelled all the rooms they still helped themselves to extra bed linen without asking from the airing cupboard 

i just had to be firm and reiterated that if they need anything just ask, not to snoop and help themselves 

[Greystone0]

Hi @Elizabeth3572 ,

Agree with comments thus far - beautiful listing too.

Here's some comments:

- if you have any permit or regulations in your area you can include. In our area we have strict parking, occupancy and noise regulation, so this info is important for us to highlight and ensure our guests don't engage in activities that would cause us to lose our short-term-rental permit.

-we re-iterate NO SMOKING and that it applies to our entire premises. Despite this we still get folks smoking on our property, so it isn't fool proof. 

- if you have neighbors that may be disturbed in some way, like someone who's dog poops in an area that is your neighbors but maybe isn't readily obvious, or leaves exterior lights blazing all night that might disturb a neighbor, you can/should mention best behaviour.

- if you haven't already, go through lots of listings (ones in your geography/your competition but also ones that match your general aesthetic elsewhere) and see what is mentioned. It can be helpful to get your mind thinking. 

- I also use the "house rules" and 'notes' area to re-iterate some general stuff that is relevant, just to try and make sure I reach folks. For example, winter driving may require AWD/4WD,  we have window AC units (not central AC). I want to be as transparent as possible to avoid any hard feelings or dashed expectations.

Wishing you much success!

[Elizabeth3572]

So helpful. Thank you so much 😊 And your home is beautiful.

[Kia272]

@Elizabeth3572 Gorgeous property!! 

A couple of things: 

You've been duped, as have many others, but thinking that there's just a 500 word description area to use. There's actually lots of additional space, in the About This Space section. 

Use that area to describe your cabin, note local attractions, note anything that you might want your guests to know generally, and create a vibe for what you're offering. Target that narrative to your target market, whomever that is. 

Also, and this is essential, use the CAPTIONS feature with your photos. (you have lots of duplicate photos that should be removed) That lets guests know a bit more about how your cabin is laid out, where the bathrooms are relative to the bedrooms, what's in the loft sleeping area, etc. 

I'd change your check-in time to a firm one (not flexible). You can be flexible if you want to, but start with a hard and fast rule, so you won't get pushed around by pushy guests. Also, 12:00 noon is quite a late check-out time, but only if you're doing same-day turnovers. I'd set an earlier time for that, and then you can be flexible if you choose to be. My check-out time is 11:00.

It also looks like you're not charging a pet fee? Charge a pet fee. Pets stays require extra cleaning. 

Your house rules will evolve as you figure out what needs to be clarified for guests. For example, someone might park on your lawn for unknown reasons. You add a house rule: no parking on the lawn. Remember, we set house rules based on assuming that people have common sense, and some people don't. 

Good luck! Kia

[Elizabeth3572]

Thanks so much @Kia272. 

We're doing a later checkout because we're not doing same day turnovers and because of that we're leaning towards flexibility on check in times. 

Question on the pet fee, however. We are charging one and when I pull up the account it shows a $50 pet fee BUT when I check under the guest profile I don't see the charge. I can add a pet but the fee doesn't auto-populate. What am I doing wrong?

[Kia272]

@Elizabeth3572  I'm not sure, but that's what happened to me when i looked at your listing, so that's why I thought you were not charging a fee. 

Perhaps try removing it and adding it again, or possibly call AirBnB. 

You could also search the CC here using key words and there may be a guide to adding pet fees. 

[Joan2709 · Accepted solution]

Hi @Elizabeth3572 

Airbnb no longer shows the pet fee as a separate line item on the reservation detail any more (all in an effort to remove those pesky fees that guests hate). They now spread the pet fee over the nights of the reservation.

So for example, if your nightly rate was $100 per night and the guest was staying for 2 nights it would be $100 x 2 nights =$200. If your pet fee was $50, then Airbnb would spread the pet fee out over the 2 nights and the new nightly rate would be $125 per night instead of $100 and the total would be $250.

I don't like it this way as its obviously confusing for guests and hosts. Right now the cleaning fee is a separate line item, but rumor is that could be included in the nightly rate in the near future and spread out over the number of nights as well.

Pet Fees Added to Nightly Rate – Not Separate Line Item

https://www.airbnb.com/help/article/3171#section-heading-1-0

"...Guests love traveling with their pets—they’re part of the family. To make it even easier for Hosts to welcome pets, you can now add a pet fee to your pricing. If you choose to charge a pet fee, it’ll be spread out equally over the course of the stay and shown both as part of the nightly rate, and in the total price at checkout..."

[Elizabeth3572]

Oh my gosh!!! Thank YOU, thank YOU so much. That's exactly what's happened then. We offering a special incentive as well so the math just wasn't making sense but now that you have explained the pet fee, the numbers add up.

This community has been terrific. I've learned so much by just asking this question 🤗