House rules, house manual, signs and post it notes - when is it too much?

[Huma0]

I

just stumbled on this article from a few months ago. It's about a video that went viral after a guest posted about an Airbnb where there were apparently too many 'rules".

https://www.dailymail.co.uk/femail/article-10329255/Airbnb-host-goes-viral-guest-shares-INSANE-list-...

I am a bit surprised by the reaction to this and also the tone of the article (they go as far as describing the guest's experience as an 'ordeal'), but then I am a host, so I am probably seeing it from an entirely different perspective. I don't put signs or post it notes around my listing (only welcome blackboards with WiFi details and some tourist leaflets and maps) and I don't even print out a house manual/instructions, although I keep meaning to get around to the latter. Like this host, I live onsite, but I give my guests a pretty thorough welcome tour and am usually around to answer any questions.

So, while I think this host may have gone too far with her signs and notes and also about which glass to use for what, and maybe she could have worded things differently, but I think she probably had good intentions. Most of the stuff presented here are not rules, but information/instructions. I assume she left instructions for things like the remote because some guests struggled with it. I have no idea what the deal is with the shower curtain, but I assume there is a reason behind why it needs to be opened a certain way? Plus, the rules mentioned don't seem insane to me, e.g. no open flames, no smoking, if you break something, tell me, quiet hours etc. I just personally would not post rules around the place. Instead, I ask guests to confirm they read the rules before they book and I remind them of a few important ones when they arrive. 

What do you think? Do you put signs or post it reminders in your listing? Do you provide a printed house manual? I believe a lot of hosts do the latter, and it's supposed to be useful to guests, so I was surprised that people took such an exception to this, as if it was a bizarre and controlling thing to do.

[J-Renato0]

@Huma0 

Agree with you !

I have one listing that has washing machine. There there is a piece of paper with instructions on how to use it.  The piece of paper is on a kind of shelf. The guest can see it, but it is not an  intrusive thing 🙂

[Sharon683]

I need to do that also. Thanks

[Karen3358]

I’m a new host, one of my recent guest left a review saying that “my instructions were over the top” for asking to wash their dishes, take their trash out and putting their dirty towels in the hamper 🙃 

[Huma0]

@Karen3358 

That doesn't sound over the top to me at all. In fact, it's pretty standard at a lot of airbnbs as far as I am aware. Also, the dishes are mentioned in your house rules which the guests are agreeing to when they booked. It's hardly fair for them to then complain afterwards.

This is the problem though with cleaning fees. Some guests are going to resent being asked to do anything at all if they are paying one.

However, in my experience, most people would leave dirty dishes behind nor be offended at being asked to wash them or other simple tasks like putting towels in a hamper. So, unless your cleaning fee is very high, I wouldn't worry about it too much going forward.

Perhaps you could word it in a way that explains to guests that there is a logical reason why you are asking them to do these things, rather than being a 'lazy' host, e.g.

"The listing is cleaned thoroughly in between stays, but please help us avoid pests and smells by washing your dishes, taking out your trash and putting used towels in the hamper." 

I don't know, perhaps other hosts will disagree on the above wording. I do not charge a cleaning fee nor do I ask guests to take out trash or do anything specific with the towels, but I'm a homeshare host, so that is different, as I can keep on top of things like the trash. I do ask guests to do their own dishes or put them in the dishwasher and leave communal spaces clean and tidy though. I've never had anyone complain that this is 'over the top'.

I did get a low rating recently though from a guest who had to be reminded a couple of times to do this. He didn't mention it in the review, but I am sure that was the real reason behind his low ratings. It's very rare that I have to remind guests to wash their dishes and not block the kitchen sink!