How to Handle Guest Objections to Security Check-in Rules?

[Snehal1]

Dear Airbnb Community,

I host a homestay that is located inside a gated community with 24/7 security at the main entrance. For everyone's safety, our community has a rule that requires all visitors—including Airbnb guests—to show a valid ID and make an entry in the register before entering the premises.

However, I’ve noticed that some guests are not comfortable with this procedure. They feel it is an inconvenience or unnecessary formality. This puts me in a difficult position because I want to provide a smooth check-in experience, but I also have to follow the community's security guidelines.

My home has a manual number lock, and I share the code with the guest after booking. But entry into the gated community is only possible after ID verification at the gate.

I would love to know:

• How have other hosts in similar gated communities handled such concerns?

• Should I highlight this requirement more clearly in the listing description or in the check-in instructions?

• Any suggestions on how to communicate this more positively so guests feel it's for their safety too?

Looking forward to hearing your thoughts and experiences!

Warm regards,
Snehal Mehta
Host – Mehta Cottage, Vadodara INDIA

[Shelley159]

Yes @Snehal1 

Highlight it in your listing, house rules, and again in your first message to the guest after booking (while they can cancel for free).

In this case the ID check is a communal security measure that clearly isn't controlled by you, so I wouldn't feel bad about it at all if I were you. The check is there for a good reason, so phrase it as a selling point, starting with something like "Because our listing is in an exclusive community that takes security seriously, ..."

I doubt there will be many guests who have an issue with this if they're fully aware in advance. Guests are probably only likely to  complain if someone in the group didn't realise they needed ID and didn't have it on them.

[Fahad111]

Clear communication is key, I always make sure security rules are listed upfront in the booking message. It helps avoid misunderstandings later. Guests usually appreciate the transparency.

[Snehal1]

Yes Fahad,  I communicate clearly to all my guest and they appreciate it.

[Snehal1]

Yes Shelley,  I communicate clearly to all my guest and they appreciate it.  Thank You. Have you been to Statue of Unity In India.?

[Kaelix0]

You could emphasize the security benefits in your listing and pre-arrival messages, reassuring guests that it's for their safety. Also, maybe add a friendly reminder in your check in instructions, so guests know what to expect ahead of time.

[Snehal1]

Sure,  Thank you,   I communicate clearly to all my guest and they appreciate it.