New Host Here: Need Tips on Handling Theft, Extra Guests, and Cleaning Schedules

[Alka64]

Hello Airbnb Community,

I'm a relatively new host in Pittsburgh, Pennsylvania, and I hope to get advice from other hosts here. I manage two Airbnb remotely from Fort Smith, Arkansas. I’ve been running into a few challenges without having a security camera at the entrance of my property:

1. Theft: Unfortunately, I've had a couple of instances where guests have taken property items.
2. Extra Guests and Pets: Some guests have brought extra people, pets, and even mattresses without letting us know.
3. Cleaning Schedule: I'm finding it hard to track when our cleaner arrives and leaves.

Has anyone else encountered these issues? How did you address them? I’d love to hear about your experiences and any tips you might have for a newbie like me.

Thanks so much!

[Paula]

Hello @Alka64 and welcome to the Airbnb Community Center 😊

I am reaching out to some of our experienced Hosts to ask for their advice on your situation: @Debra300, @Greystone0, @Guy991, @Hazel184, @Karen114 @Nash-Cottages-LLC0 and @Elena4354.

Regards,

[Karen114]

Hi @Alka64  This is par for the course unfortuantely when you invite strangers into your home.

  I could not imagine not having exterior cameras on my properties.  Not so much for theft as they likely would conceal an item going out the door,  but more for over occupancy, parties and liability. 

I use Ring doorbell on my condo properties as they are easily approved by the HOA.  I also use Ring motion sensored cameras on my stand alone properties.  

Liability is probably the biggest reason I have them.  From a guest saying that someone came into the space and stole something to they fell down the steps and broke their ankle.  I want to be able to corroborate this with the camera footage whenever possible. 

Parties and over occupancy can be nipped in the bud at the time.  I do not watch my cameras.  I make sure they are in OK and the correct number of guests are present. 

I think when guests know there are cameras they are better behaved, with the exception of one older gentleman that relieved himself at my front door facing the courtyard.  He probably didnt read the listing description.

Most hosts, myself included do not put anything of real value in the units as there is always a chance it will grow legs.  We don't leave out endless consumables either because they will take them home with them, especially if you are a drive to locale.

Often times it is not theft, it is something gets broken or damaged and they don't want to own up to it so they toss it and hope you don't notice.  

Lastly if you're not using a rental agreement that outlines what happens when these issues occur, over occupacncy, undeclared pets, damage and breakage you should think about having one.  When they have to sign their name that they understand something they pay a little more attentioin.  Without that in place it's hard to go after them after the fact for over occupancy or undelclared pet.  If it's in your rental agreement it is actionable.

Hope that helps!  

[Greystone0 · Accepted solution]

Hi Alka64 - sorry to hear that you are experiencing issues. We've had our share too. It does indeed come with the territory. Here's some feedback:

- agree with Paula on all comments.  A rental agreement is also a great idea. It is an extra step however it does provide an added barrier.

-I would also suggest adding comments about your maximum occupancy to your "other things to note" and your house rules. Guests  don't read everything on a listing so putting this important info in a these spots is a good idea. For example, "Max occupancy is 4 total, additional guest not allowed as per our permit, building rules, or whatever it is. If you require more occupancy than 4 total then we would not be a good match." Put this in both areas.

- once you receive a reservation one thing that we do is repeat back all the details: dates & occupancy HOWEVER, like this: 2 adults, 2 children, no dog. Or 4 adults, 0 children, no dog, whatever it is. Be specific so that the guest recognizes that you are following up. This little blurb is repeated in each correspondence. You can add to your 'house rules' something like this, "we allow 1 dog, but must be added to the reservation prior to check in, otherwise this is a no pet reservation"

- cleaning schedule: we use our cameras to confirm arrival of our cleaner and then text back and forth for any issues. Without a camera, you obviously need to rely on your cleaner to confirm arrival and completion of work.  

- theft - if it's small things you may just need to consider it a cost of doing business. Otherwise you can consider a claim, however prevention is the best medicine. Using the tools mentioned will all help in preventing badly behaving guests.

Wishing you much success with all,

[Helen3]

1. Get a local cohost to be on hand to handle things locally @Alka64 

2. install cctv it will address issues with extra guests and when cleaners come and go 

3. What are guests stealing from you? 

[Nash-Cottages-LLC0]

Thanks for the tag, @Paula 

We’re sorry to hear about your situation, @Alka64 . You've received some excellent advice from @Karen114 , @Greystone0 , and @Helen3 . We agree that installing outdoor cameras like Ring, Eufy, or Kuna could be beneficial. Just ensure your internet bandwidth can support the camera(s).

Additionally, consider installing a keyless door lock. Schlage & Yale seem like popular brands among our fellow hosts. A keyless lock allows you to manage codes remotely and provide unique codes for your cleaning staff. Remember, though, that the batteries will need occasional replacement.

We hope this helps, and things will improve soon!

Judy and Mike