Breaking house rules

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Kezneth0
Level 3
Bradford, United Kingdom

Breaking house rules

Hello!!

Iam new to hosting and I have my first guest who has already broken the rules. First she turned up a day early and said she made a mistake on bookung the airbnb to coincide with her flights. I amended her check in/check out dates. I have listed the whole house which sleeps 6 with 3 bedrooms. on booking she indicated that she is booking for her +4adults which was fine. But she turned up with 4adults and 4 children and said some of the people are not staying they are relatives who came to pick her from the airport and they are going.

I have indicated in my listing that the guest cannot bring visitors to the house. 

 

Please help, 

1 Best Answer
Kezneth0
Level 3
Bradford, United Kingdom

Your article has helped me to understand a lot about the house rules. Thank you. I was one of those people who assume that guests have the same understanding on things as I do.

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35 Replies 35
MariaTeresa6
Level 2
Ericeira, Portugal

Hi!

I have a problem and I'm not sure how to proceed:

I have 4 guests at our holiday home and they wrote me asking if I could get them a grill for the terrace. I told them I could not because they are not allowed to grill there. This is a policy of the building and I asked them to plese respect it. Today I got complaints from neighbors and the receptionist because of their grill. Can I do something about it? It's the first time I have a bad experience with guests.

Letti0
Level 10
Atascosa, TX

@MariaTeresa6   Call AirBnB and ask that they remove the guests immediately they are voilating both your rules and the builds with a safety issue. You'll have to refund the unused days, but get these guests out. They clearly are doing anything they want and you are going to get into deep trouble with your building because they obviously are not going to listen to you. Explain to AirBnB you told them no because of the buildings rules and it being a fire hazard making it an eextreme safety issue. Do not let them talk you into allowing them to stay. I am sure your building would back you up on their removal. These are entitled guests who need to be gone. Money be damned. Can you go to the unit? It would be best to be there when they are told to leave and the reservation cancelled. 

 

AirBnB Portugal +351 30 880 3888

Yurlin0
Level 2
Miami, FL

Some people broked my top toilet but doesnt pay  and other people broked  nightstand and doesnt pay too

Please help me

Linda108
Level 10
La Quinta, CA

Have you made claims through Air BNB and it was determined that they did not break the items?  This is a host forum so all we can do is suggest how you can be sure to have a good claim, but we do not have authority to get you paid.

Katherine132
Level 2
Lambourn, United Kingdom

Hello!

 

My guests have made themselves right at home... more than I had offered.  I advertised the kitchen / diner photo with the caption "continental breakfast", but they've put food in my fridge, left their food on my work surface, and are perfectly happy sitting downstairs in the evenings.  (My home is open plan, so it's very intrusive.)

 

When they arrived they asked "would it be all right to eat in some evenings", and I was caught so off-guard I just said "we can probably work something out".  But they have bought a takeaway home every evening! 

 

I have left tea and coffee-making facilities on the kitchen island, everything they could possibly need for tea and coffee, but I've realised they're digging in my cupboards for plates, and chopping boards, to make packed lunches or to cut a lemon, say.

 

I've changed my listing (while they're still staying with me) to remove all ambiguity, ie so that it's clear the downstairs is only vailable for breakfast, and next time I'll put a kettle and wotnot in the guest room ... but in the meantime I'm grinding my teeth. 

 

None of this is too major, but I do rather feel they've taken advantage!  I've looked at their reviews but no one else has commented.  Am I being too sensitive???

Paul453
Level 2
Dunvegan, United Kingdom

Hello Katherine,

I have only been doing Air B and B four months now and I have had guests every night.

All of them have been decent folks, and I have found the French especially civilised and helpful.

However, I had one "guest" from Hell who did all that you have described and more. This one bad

apple just had a "help himself" attitude. As well as the broken house rules he took electrical heating

appliances from upstairs to put downstairs, where they too would sit in all day, oozing entilement.

The most dangerous thing was when I found tea lights on paper-back books, complete with scorched

brown circle beneath...I went on the Air B and B community centre forum and a very helpful lady advised

me to get off instant bookings, because you have no control or ability to check who is coming in.

I took this advise, but also, if I ever was confronted with such a selfish, ill-mannered lout again I would

simply ask them to leave and give them a 75% refund. When folk forget that it is actually your home they

are staying in and behave like boorish children, then it is down to us to ask them to leave. Look at it this

way, is it worth the money to be so messed around with?

Roberta150
Level 7
Flagstaff, AZ

Airbnb just changed the cancellation policy for non-instant bookings, so the host has to pay fines for each cancellation and possibly lose their listing if a host cancels more than three bookings. They want hosts to use instant booking and have left the cancellation policy excellent for that. If instant book guests violate your house rules you can cancel them without penalty. So even if a "newbie" host - I hate that term since it sounds condescending - it is best to turn on instant book.

Linda108
Level 10
La Quinta, CA

Well said, @Paul453.  I subscribe to the original idea of Air BNB - shared housing.  I realize many people are using the platform differently, I like to support hosts who support the shared housing values.  An important part of that value is the respect of the guest toward the host and the respect of the host toward the guest.  Thank you for your thoughts.

Katherine132
Level 2
Lambourn, United Kingdom

Thank you everyone, how wonderful to have such speedy and helpful comments! 

 

Yes I've tightened up my listing and in the meantime I'm being lenient given that they read the original details.  We did have a talk about boundaries (probably not as well-articulated as you Andrea, but enough to get the message across).  It's made some difference, but only limited!  

 

They're not malicious I don't think, just completely oblivious.  A learning experience for me definitely!

David126
Level 10
Como, CO

@Katherine132

 

So rifle not needed?

David
Katherine132
Level 2
Lambourn, United Kingdom

I couldn't have trusted myself with the rifle.  Within hours of "re-discussing" the ground rules, they were going into cupboards, making packed lunch, using my clingfilm, hanging washing on the line... 

 

They left the place clean and undamaged, so they're well-intentioned I think, but it's definitely a case of "only hearing what they want to hear" when it comes to house rules. 

 

Thank goodness goodness they've gone.  As Paul says (and his guests sound way worse than mine), you have to decide for yourself whether the money is compensation enough for the frustration.

Katherine132
Level 2
Lambourn, United Kingdom

Ohmygod, they're now using my oven.  Someone please come round and shoot them!

Linda108
Level 10
La Quinta, CA

@Katherine132  I can totally relate to what you are experiencing.  When I first started with my shared home listing, I had a gentleman stay 2 weeks and I nearly ripped my hair out.  Mind you, it was really my growth and tolerance that needed to be addressed, but I also made some changes in how I expect for the shared space to be used.  I agree with @David126 (not about the shotgun...) in that you will just have to grin and bear it.  Then when you have a chance, further rewrite your listing rules and description.  Good luck and promise yourself a lovely glass of wine after they leave.

Andrea9
Level 10
Amsterdam, Netherlands

@Katherine132

Sounds like your boundaries were formulated too vaguely.

As a host nothing happens automatically. Well, with a few guests it does, but so many need clear specs.

Either you wait it out till the reservation is over, or you talk to them - hey guys, my bad, but I need to clarify blablblbla...

Hopefully, you're not one of the newbie hosts who grabbed a 4 month booking ...  😮

 

You can tighten up your listing description, but even that won't solve the problem 100%. You'll really need to layout what's okay, expected, and what's not included, and do this face to face when you're giving them the tour. When a guest goes overboard, kindly but firmly redefine the boundaries. 

'We can work something out' is unclear and doesn't mean much in hosting land.

 

Good luck with your big girl pants!

David126
Level 10
Como, CO

@Katherine132 Well I have a rifle and used to live in Great Shefford but think I would have trouble clearing Customs with it. Otherwise would be happy to oblige.

 

The listing conditions that you had when they booked are the ones that apply and you said you have changed things, the GBP20 charge looks odd, probably a better way of doing things.

 

How long are they staying? We all do things trying to be reasonable and then reality sets in, sometimes best to suck it up and treat it as a lesson learned.

David
Paul453
Level 2
Dunvegan, United Kingdom

I have just had a very difficult guest and want to know what to do about it.

This guy turned up with a box full of perishable food and basically insisted he put it in my fridge.

Like a mug I made a shelf free but I did say, did he not read my website page which says there is no fridge space.

Next, despite my insurance not covering me for guests in my kitchen or cooking, I find him helping himself to items and making food.

When I confronted him about this he had the nerve to say my page on Air B and B said this whole house was open to be shared, which it clearly is not and it says so on my guidelines and description. It gets worse. In the three days they were here he felt free enough to move electrical appliances from upstairs to the shared living room, he did not ask. One day he ran an expensive electric heater all day in the guest bedroom without requesting to stay in all day and run the heater. I have removed the heater now because someone may do this again. A bunch of minor things follow, like using my toothpaste, being in the kitchen when I wanted to cook, making a mess, walking around in muddy boots and essentially helping himself to whatever he wanted. What do I do about people like this?

Tarka0
Level 2
London, United Kingdom

I am also seeking help. 

My guests have really made themselves at home & have helped themselves to all sorts including a pot of jam a friend made for me, products purchased in France which I can't replace unless I go to France. They have now helped themselves to appliances not lists as available & now the iron is broken and they said it just went pop

Andrea9
Level 10
Amsterdam, Netherlands

@Tarka0

Have you talked to them about boundaries and what's included, what not? Something a lot of newbie hosts do is watch horrified and wide-eyed at guests taking over their home, but never ever say Hey guys, glad you're feeling at home. Let me specify though, what's mine and not shared and what you may actually use.....

Specify while giving the tour, put your things away less accessible, put up little signs (I didn't want them either at the beginning...), talk, explain, remind.

Never ever let your territory be annexed by anybody. If you don't **bleep** things in the bud when or right after they happen, they won't go away, and some people have incredible doormat-sniffing-out talents they push until they meet resistance.

Tarka0
Level 2
London, United Kingdom

Thank you so much. 

Lesson learnt. I had not printed out house rules (other guest who seems happy, and experienced Guest slightly put me off). Anyway, have emailed via Airbnb & via text. He replied & said it won't happen again so all good. 

Sharon93
Level 1
Redwood City, CA

House rules need to be stated clearly in your write up. At least 5 most important hhighlights.

 

Than once when they book another page of house rules are send to them to read. 

 

Before you hit accept. Ask them to make sure they read the house rule you are particular with. 

 

If they break the rules they are out on the streets. You got to be firm and loving. 

 

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