Post by High Priestess on Sept 22, 2015 15:53:06 GMT
Tips for New Hosts
Here are some tips for new hosts (and perhaps experienced hosts too might find it useful!), originally posted several months ago, but I try to repost it from time to time.
Some tips for New Hosts
(1)
Before you list your place, get the space ready. Some of us have spent quite a lot of of time preparing before we listed. I spent 6 months preparing (cleaning/decorating/painting) and I think I recall Sheryl saying she spent 1 year preparing.
Preparation includes not only creating the space and furnishing it, but
also thinking through your plans about hosting, and studying how other hosts
present their spaces and how they host.
Why spend time preparing instead of just jumping in? Because if you aren’t prepared, and you get guests who are disappointed or upset with what they find, you may start off
with bad reviews, which is not a good way to start. Reviews generally can’t be removed. So your first guest’s impressions are very important.
(2)
Clean and de-clutter your space before you bring guests into it. This is something Wendy recently did a post about, ( globalhosting.freeforums.net/thread/1879/de-cluttering-room ) and it is a very good idea. Clean and de-clutter not only the room the guest will be renting, but all common areas they will have access to. Besides being potentially unsightly, untidiness and clutter in your common areas can subtly communicate to guests that there isn’t room for them in those spaces, because you are taking up so much of the room. When you clear out areas, you open up space
for your guests and this can make them feel much more welcome – they can see
that you really have oriented your whole house to their being there. If you must have some clutter, try to make it be in your own private areas that guests don’t have access to.
(3)
Don’t assume, communicate. So many situations in hosting, as in life, are made complicated or problematic when we make assumptions instead of asking
questions or communicating. Carl Jung said that most of the tragedies in the world – including wars – were simply a result of people erroneously assuming that other people would have the same psychology and outlook that they did. So – don’t assume that, for instance, you don’t have to have house rules, because “everyone will surely behave respectfully if they are in someone else’s home.” Well, what is “respectful”? For you it’s respectful that guests put everything away after they use the kitchen. But perhaps in their own home it is okay to leave dishes all day until finally cleaning them in the evening or next morning. Or, for you it is respectful that guests don’t bring their visitors into your home without asking. For them, perhaps (this is a merely hypothetical example) it is respectful of you to allow them to have visitors, since they are paying to stay there, they feel they “should” be able to do what they want, as long as they aren’t having a terribly loud party in your house, they feel they are being respectful. So, don’t assume, or rely on mind-reading -- – communicate clearly. Don’t even assume everyone will have common sense, or good judgment, as not everyone does. . I have lost count of the huge number of posts where hosts are stunned at the guest problem they never expected, because they either lacked imagination or experience with renters and other's living styles. Such hosts will say, "I didnt' mention _________ in the house rules, because I just assumed that every decent person would _____!!". So, Communicate, rather than making assumptions.
(4)
Have a good list of house rules. “Be cool” or “Be respectful” is not adequate.
Such statements are too vague. Nor is “Behave in my house as you would in yours”
a good house rule, since some people (for instance) are complete slobs in their
own home – and you would want them to NOT behave in your home the way they do
in theirs! Read other hosts house rules. You can look at other hosts’ listings and read their rules by hovering your cursor over their photo and then going to see their profile. I have a long list of house rules, but every single rule in my list is there because I have had a problem with that issue with a renter at one time or another. Hoping to shorten my list, I have removed items from my list of rules, only to regret doing so when the problem arises once again, resulting in damage, annoyance and/or a guest saying, "Well, you should have told me that in advance."
Keep in mind that very often, it is difficult or impossible to effectively resolve an issue with a guest, if you have not clarified your expectations of guests beforehand via inclusion of that matter in your house rules. As well, Airbnb may side with the guest in allowing them to do something you dont' want the guest to do, simply because you neglected to address it in your house rules. Thus you really need to have long-ish rather than short-ish house rules, in order to be adequately covered. An example may help illustrate this. Suppose you have not specified in your house rules, how many possessions guest may bring to your home. You simply "assumed" that guests would all bring a couple suitcases, no more. Now you have a guest stating that it took them them several car trips to bring all their items to your guest bedroom, and you immediately realize that you have a problem -- guest is planning to fill or has already filled your bedroom with all his worldly possessions. What do you think is the likelihood you will be able to have the guest remove all his worldly possessions from your home, once he has already deposited them there, if you have no house rules limiting amount of items a guest can bring? Not much. This very issue is something that actually happened, not only to myself but to other hosts.
You can get ideas of what problems hosts have had with guests, by reading older posts on this and other forums. Do this, in order to come up with good strategies for hosting.
If you imagine that all guests will be like receiving gifts in a pretty package with a bow on top, please consider this: the following four posts about serious problems with guests were all posted on THE SAME DAY (Feb 24 2015):
globalhosting.freeforums.net/thread/202/guest-lot-damage
globalhosting.freeforums.net/thread/204/messy-guests-left-food-ruined
globalhosting.freeforums.net/thread/203/guests-all-over-help-difficult
globalhosting.freeforums.net/thread/205/violating-privacy
IF you have a problem with a guest, and contact Airbnb customer service for help, perhaps to get the guest to leave, Airbnb will look at your house rules and it will behoove you to be able to show a set of rules that the guest violated. If you are calling Airbnb for help because the guest invited two friends over who stayed all day every day, and your house rules don’t prohibit that, or you are asking Airbnb to have the guest leave because they smoked in your house, and your rules don’t prohibit that, you will
have more difficulty than if you had rules that clearly prohibited the things
you are complaining about. This post about a bad guest and a host who learned the importance of house rules may be enlightening:
globalhosting.freeforums.net/thread/206/party-hearty
(4a) I strongly suggest that every host have these two points in their house rules:
1. For liability reasons, guests may not bring any visitors or any others to my home at any time, for any length of time. Only those individuals who are registered guests, whose full names have been provided in advance and who have been paid for in advance, may enter the premises. No other individuals may be on my property.
2. In the case of significant violation of house rules, the reservation will be immediately terminated and all fees and monies paid will be forfeited.
WHy? HEre is a real-life example which can help illustrate why you may want these rules:
globalhosting.freeforums.net/thread/207/call-police-remove-guest
(4b) Consider whether or not you want to allow guests to bring children. Do you have delicate items in the house? Is your home kid-proof? Don't assume that guests will be polite enough to only bring well-behaved children. Read this real life story about a host who had the awkward situation of having to deal with a very bratty child whose mother had apparently never said no to her
globalhosting.freeforums.net/thread/345/guests-control-child
(5) Hope for the best, but plan for problems. Most guests will be very polite and perfectly fine. A very few will not. Hosts who have already anticipated what they might do when certain problems arise with guests, are that much further ahead than those hosts who are surprised every time a problem occurs. THere are few things more sad than a host watching guests engage in disruptive, obnoxious behavior in her house, and standing there paralyzed, having trouble believing what she is seeing, because her worldview up to this point in life did not include the possibility that people she kindly invited into her home could be so disrespectful. Perhaps it will take her a day or two before the paralysis diminishes and she is able to act or speak. In the interim, her guests may be bullying her and/or blowing her off.
So -- plan ahead. Combining number 3 and number 4 above, dont' assume that guests will follow your house rules. Just because you have certain rules doesn't mean guests have even read them (often guests book a place just on the photos alone, without reading anything). So, begin early in your dialogue with guests by asking them to please read your entire listing description and your house rules and then letting you know if they have any questions about any of that. Then, going one step beyond this, don't assume that just because you have house rules and guests have read them, that they will follow them. They may be reading the rules with the attitude, "Whatever. I will humor the host and read it, but ultimately I will just do what I think is reasonable and ignore the parts that seem OCD." Most guests are fine but some will need to be spoken with. As a host it really helps if you PLAN AHEAD and make plans for what you will do if there are any problems with the guest doing as planned/requested. For instance, so many hosts seem surprised that guests arrive late-- 2 hrs late, 3 hours late, sometimes 8 hours late. Please plan ahead and don't assume that just because a guest states they will arrive at a certain time, that they will indeed arrive then. Make plans what you will do if they don't arrive and don't communicate. Make plans about what you will do if guests don't follow certain rules. The point is: make plans. Plan ahead.
(6)
Be wary of demanding or pushy guests. Develop a list of “red flags” that are red flags for YOU. (Other hosts may have different red flags). Most hosts find that the overwhelming majority of their guests are wonderful, very polite and respectful people, but there are a few guests that can cause problems. One of your tasks as a host is to avoid these. See my post on “Some red flags about guests” at
globalhosting.freeforums.net/thread/455/red-flags-hosts
(7)
If you have never rented out property before and have little idea of the kinds of problems that can occur with guests/renters, read the boards on this forum to read examples/anecdotes about these, or talk to those in your area -- landlords or neighbors -- who have experience with tenants/renters and know the kinds of problems that can arise. For instance, you are less likely to have a problem with a guest stealing your expensive electronics, or simply going into your room to “look around” and go through your drawers, if you put a lock on your bedroom door. Again, don't assume, plan ahead -- thinking "surely no one will go into a door marked 'private' or go into my private bedroom" isn't going to be of much help to you when a guest does this, as some guests have (stories like these have been written about on the forums).
(8)
Think about the kinds of guests you want. Some people like interactive, extroverted
guests they can spend time with and have dinners with, even tour the city with.
Others are more introverted, and would find it draining if guests expected to spend time with them every day. Some like to have only one guest at a time, others enjoy having couples or families stay with them. Some hosts have been unpleasantly surprised
to find that their guest came on vacation to their city, and is spending their vacation staying in their house every day all day watching video games on TV, and barely leaving the house. Don’t feel obligated to anyone – it is your house.
You can put language in your listing that indicates the kinds of guests that your place is best suited for, eg as Wendy and Sheryl have given examples, “My place is best suited for those who are active and have plans to be out during the day”
(9) Be aware that in some types of hosting situations you are likely to experience more problems with guests. For instance, those who are renting out an "entire apartment" or "entire house" are much more likely to have the following two problems: (a) guest ends up bringing far more people to stay at your place, than they booked for, or than you agreed to. This is a very common problem, if not THE most common problem, for those renting out a whole apartment. (b) the other, associated problem for those renting out an entire house/apartment, is that you have a rule specifying "no parties" and the guest had a party at your house anyway, which causes a lot of noise and a big mess. Here is a posting on one of the forums which illustrates both these problems at once:
globalhosting.freeforums.net/thread/219/guests-lying-bringing-people-allowed
THe other hosting situation which isn't always, but can be a situation involving problems, is when the guest is bringing children. The first problem occurs when the guest wrongly assumes that you won't charge for children -- they may try to get in additional people for free, even up to 16 or 17 years of age, claiming these are "children" who should be allowed in for free. If you want to get paid for all the guests in your place, you will have to be very firm with potential guests that you charge for every HUMAN BEING who stays at your place, regardless of their age. Secondly, small children are in some cases a little more likely to cause damage to the premises. To read of a story where the children caused damage and the parents refused to take any responsibility for that, see here:
globalhosting.freeforums.net/thread/220/guests-kids-wreck-parents-care
(10) Another type of hosting situation which could potentially lead to serious problems, is that of renting to someone for more than 30 days -- which in the USA at least, causes them to obtain "tenant's rights" and can make it harder to get them out if at the end of their reservation, they refuse to leave. See my post below about 3 cases in California of "scammer guests" (all three of whom had previous evictions or lawsuits against them) who refused to leave at the end of their reservation, and the serious consequences for the hosts in these cases:
globalhosting.freeforums.net/thread/33/guests-who-refuse-leave
(11) Be forthcoming about issues that may effect guest’s experience. If your downstairs neighbor plays loud music every night, this is not something you want your guests to find out only after they have arrived. If your house is far from public transit and not accessible except by car, guests will want to know this.
(12)
Be forthcoming.
Just like you want to know who your guests are, your guests want to know about you. If you get an inquiry from a guest with a “blank” profile that has no photo, no verifications, and says nothing about them, you will ask for more. Similarly, your guest will appreciate knowing something about you. Putting a photo of yourself on your profile, rather than a photo of a sunset or a beach ball, will help your guest feel safer as they can start to get to know you. It also helps to say a little about yourself and your interests in your
profile. Sometimes a guest will book a place largely because of what the host says about themselves! (For instance, if they share an interest with that host)
(13) "What do I do if the guest didn't fill out their profile?" or, in slightly different terms, "What if the guest didn't complete their verified ID?" This is probably the MOST COMMON question asked on the forums by new hosts, hence the value I see in creating a place like this where you can read all these tips.
If you don't get the information you want, ASK for it! For some reason, and I don't quite understand why, many hosts feel they are being rude if they ask the guest for information about themselves. You have the right to know about people who want to stay in YOUR HOME. If you have ever placed an ad on Craigslist for a room or an apartment, and stated clearly in the ad, "In your response please write a paragraph about yourself and tell me why you are interested in my place", you are guaranteed to get people responding who say something like, "Hi. I am Mike. I want to rent your place. Please tell me what time I can come over to see it." The point being, many renters simply don't read the ad, don't do as they are asked, and are eager to just jump in and pay and ignore your request that steps 1, 2,3 and 4 be completed before going to step 5. Perhaps some don't realize that using Airbnb is not like calling up a hotel and paying for a room. So, when you get inquiries from guests you will have to ask for what you need from them. If they don't fill out their profile to your satisfaction, ask them to. If they haven't said anything about themselves, ask them to write a paragraph about themselves. If they haven't stated the purpose of their visit, ask them. You will need to ask the guest to provide what you need in order to decide whether to accept them. If they have trouble understanding this, this may be a "red flag" (see my post on red flags) and a reason to decline their request.
When a guest completes their Verified ID this can HELP you as a host to feel a little more confident that the person is who they say they are, but Verified ID is NOT a guarantee that the guest will be a good guest. Your assessment of how that prospective guest communicates, how they answer your questions, as well as whether they have any previous reviews that can help guide you, are generally more important than Verified ID in your screening process. Please note that those who book with the intention of violating your house rules, or even committing crimes and destroying your property, have been able to "dupe" the system and book with Verified ID using a fake identity. In a few rare but serious cases, guests have created fake VErified IDs so that they could not be held responsible for the damage they did. All of which is to suggest to you that you must do your own screening and you cannot rely on something like "Verified ID" to exempt you from the work you need to do and the skills you need to learn to be a successful host.
In this thread, you will find an excellent list of questions to ask potential guests, by Queenie and Ted. This can help you screen them as well as have them complete verifications:
globalhosting.freeforums.net/thread/460/guests-inquiring-stay-screening
(14) Be good to your neighbors. Airbnb and short term rentals are controversial in many areas, and in some cities, angry neighbors have caused significant problems for Airbnb hosts. ( In some areas, merely the word “Airbnb” can stir up neighbors’ indignation!. ) Often, the neighbors were angry because a host’s guests were loud, or were having parties, or left a huge amount of trash out on the street, or took their parking place, or were otherwise behaving with what the neighbor felt was insufficient regard for the neighborhood and neighbors. IN these cases the hosts may not have intervened effectively, or showed concern for their neighbor’s complaints. Some hosts have had to stop hosting because of complaints from neighbors, such as complaints to a condominium association board, or complaints to a hosts’ landlord. It pays to be very considerate of your neighbors.
Even if their complaints seem trivial/baseless to you, ignoring complaints can lead to an escalation of the problems. Be as generous toward and considerate of your neighbors as you can. In fact, I recommend developing strong relationships with your neighbors long before you start hosting.
(15)Have a security deposit that will be adequate to cover damages. Do NOT assume that the Host Guarantee will cover these -- it will not. The Airbnb “Host Guarantee” is NOT meant to cover routine damages to property – it is for vandalism, burglary, and criminal acts – really serious, unusual circumstances.To read about a case that was covered by HOst Guarantee see here -- a case where host was burlgarized by a guest:
globalhosting.freeforums.net/thread/44/host-guarantee-worked-guest-burglarizing
Far too many hosts have a tiny security deposit, in the range of $100, which may cover damaged linens, but will not pay for a ruined carpet, a knocked over flatscreen TV, a cigarette burn in a sofa, a water stain on an antique table, a broken bed frame, a broken window, or a damaged washing machine, etc. Do not be one of those hosts who posts on the forums, complaining that the guest did $1500 of damage to the place but Airbnb will not pay for it since host only has a $75 security deposit. You should have a security deposit at least equal in value to the most valuable item at your property. And it is generally best not to have fancy things, antiques and heirlooms, in spaces you rent to guests.
See here for an example of the kinds of serious problems you can have if you either don't have an adequate security deposit, or you decide to extend a guests' stay by allowing to pay you directly, and dont' collect any security deposit from them for those extra days:
globalhosting.freeforums.net/thread/223/guest-extends-outside-airbnb-wrecks
(16)Realize that there are many types of hosting. Some people have guests stay in a room in their house, others rent out whole houses or apartments, some offer food to guests, others don’t, some have dinners with guests, others don’t, some allow pets, others don’t, some meet all guests personally upon arrival, others let guests let themselves in with a key-less entry or lockbox, some hosts offer daily or weekly cleaning of guest rooms, others only clean rooms in between guests, some don’t allow reservations over 1 week long, others have had guests stay 2, 4, or even 18 months -- and rates vary. So, when you read posts in the forum and participate, remember you don’t have to do just what others are doing – you can host in the way that works for you.
(17) Spend some time navigating the Airbnb website to learn where everything is. Go to managing your listing, and click on all the topics on the left side and explore what is there -- listing, calendar, pricing, details, overview, terms etc. Learn where everything is, how you can set all the parameters, and update the prices and calendar. Also, realize that you can't do everything from the smart phone app -- though you can now do more from the app than ever before, you still need the desktop computer to do some things. A lot of hosts ask questions on the forums which they could find answers to just by looking around the website.
(18) Keep good boundaries. REally this is very important, vital, perhaps the most important skill in hosting. (So why did i make it #18?? Oh well.) Be aware of the boundaries that exist in your relationship with your guest, and maintain them. I think most of the problems hosts have with guests come down to an inability of the host first to clarify and then to maintain or enforce boundaries. A lot of hosts pride themselves on being "laid back" but they lay back so far that they become doormats, and seem paralyzed and unable to do anything when the guests start screaming loud songs in the living room in their home, or leaving dirty dishes in the sink, or leaving their personal belongings in common areas, or inviting friends over in violation of the house rules. Know the difference between being "laid back" and being passive and unable to confront people who are rudely taking over your space.Examples of boundaries: your private space versus space allowed for the guest to use. Your own private belongings versus those the guest may use. Your house rules and the limitations they communicate. The boundaries of the reservation itself, from check in time to check out time. The energy you have available to interact with the guest, versus the private time you need. Often hosts post messages on the forums about issues that have to do with a guest crossing one or more of these boundaries, and the host may not have experience or skill in trying to hold their own boundaries and things can get messy. For instance, a guest asks to use your computer for "a few minutes" to "just to print out a few things" and before you know it they have been on your computer for 3 hours doing a lot of websurfing and emailing and are telling you to "wait a minute" when you say you need to use your own computer. Or, the guest is due to check out at noon, but at 1pm tells you "I will be a little late -- I'm still out shopping...". Beware of the phenonmenon of "I gave an inch and they took a mile". If you let them, a guest due to check out at noon may delay until 7pm or even midnight. Being able to be firm, and able to draw lines and stick to them, will greatly assist you as a host.
(19) For American Hosts (other nations may have similar laws!) know the law regarding ADA (Americans with Disabilities Act) and FHA (Federal Fair Housing Act) and the need to avoid making discriminatory statements either in advertising or directly to the guest. See here on Airbnb help page for info on these laws: www.airbnb.com/help/search?q=ada
This article describes which listings are subject to ADA/FHA laws. While you may decline any guest, you may not make certain discriminatory statements. To see some examples of the kinds of problems that can arise for hosts in this regard, read these posts about hosts who found themselves bullied/threatened by people who insisted on bringing service animals (not legally considered pets) to listings that stated "no pets":
globalhosting.freeforums.net/thread/201/service-animal-thread
In general when declining a guest, it is best to not tell them the specific reason you are declining them. Just respond with a banal statement such as, "I don't think it is a good match" or "The place is not available" and then don't let yourself be dragged into an argument. If the guest tries to argue, and demands an explanation, either do not respond or repeat your banal statement and wish them well.
(20) If you read the forums regularly, where hosts tell their stories, one of the common types of stories is this, in essence: Host effectively saying, "I have no house rules, I have no security deposit, I never rented out property before, I didn't think through what I was getting into, I just jumped in and assumed all guests would be great, because Airbnb does these dreamy advertisements about "belonging" -- and now I have/had this serious problem with a guest...what should I do?" Don't be that host. Be proactive, do your homework, and screen guests well -- don't just take any warm body. Most guests are super, polite and respectful, but the ones who aren't seem to know how to select hosts who don't yet know what they are doing, in order to take advantage. If you come across as a no-nonsense person (which you can do by setting a firm tone in your house rules, and being clear about what kind of guests you want, and those you don't) you are less likely to get thoughtless guests approaching you with their inappropriate inquiries.
(21) Be realistic about what you can expect: listing your place on Airbnb will not magically fill your house with guests. Getting guests is a supply vs demand issue in any location. Be realistic about what is the demand for short term renting in your area.
Many hosts list their place, and a few weeks or months later, seem surprised when they have had no bookings. Please be realistic and realize that guests are not going to travel to your area just to stay in your home. They may stay there if they are coming to your area for other reasons. In any case, would you want people coming on vacation just to see you? Staying at your home 24/7, wanting you to spend all your time with them, in essence making YOU their vacation? Probably not. So if you are located in Nowheresville, Anycountry, consider that your guests may be few and far between.
If you are however located in TouristMagnet, FabulousCountry, you may get a lot of guests coming to your city, but you have to consider how many other hosts there are and what is the supply of listings versus the demand for short term rentals. Unfortunately, Airbnb's success is starting to be a problem for many hosts, as in many parts of the world, there are actually too many hosts and the supply of listings is now starting to exceed demand. There are too many places for guests to stay, so the available guests are stretched thin over the listings. This is happening in London, for instance, and many London hosts report that their # of bookings has dropped precipitously in recent times.
For examples of types of guests you don't want, see this thread:
globalhosting.freeforums.net/thread/956/kinds-guests
Here are some tips for new hosts (and perhaps experienced hosts too might find it useful!), originally posted several months ago, but I try to repost it from time to time.
Some tips for New Hosts
(1)
Before you list your place, get the space ready. Some of us have spent quite a lot of of time preparing before we listed. I spent 6 months preparing (cleaning/decorating/painting) and I think I recall Sheryl saying she spent 1 year preparing.
Preparation includes not only creating the space and furnishing it, but
also thinking through your plans about hosting, and studying how other hosts
present their spaces and how they host.
Why spend time preparing instead of just jumping in? Because if you aren’t prepared, and you get guests who are disappointed or upset with what they find, you may start off
with bad reviews, which is not a good way to start. Reviews generally can’t be removed. So your first guest’s impressions are very important.
(2)
Clean and de-clutter your space before you bring guests into it. This is something Wendy recently did a post about, ( globalhosting.freeforums.net/thread/1879/de-cluttering-room ) and it is a very good idea. Clean and de-clutter not only the room the guest will be renting, but all common areas they will have access to. Besides being potentially unsightly, untidiness and clutter in your common areas can subtly communicate to guests that there isn’t room for them in those spaces, because you are taking up so much of the room. When you clear out areas, you open up space
for your guests and this can make them feel much more welcome – they can see
that you really have oriented your whole house to their being there. If you must have some clutter, try to make it be in your own private areas that guests don’t have access to.
(3)
Don’t assume, communicate. So many situations in hosting, as in life, are made complicated or problematic when we make assumptions instead of asking
questions or communicating. Carl Jung said that most of the tragedies in the world – including wars – were simply a result of people erroneously assuming that other people would have the same psychology and outlook that they did. So – don’t assume that, for instance, you don’t have to have house rules, because “everyone will surely behave respectfully if they are in someone else’s home.” Well, what is “respectful”? For you it’s respectful that guests put everything away after they use the kitchen. But perhaps in their own home it is okay to leave dishes all day until finally cleaning them in the evening or next morning. Or, for you it is respectful that guests don’t bring their visitors into your home without asking. For them, perhaps (this is a merely hypothetical example) it is respectful of you to allow them to have visitors, since they are paying to stay there, they feel they “should” be able to do what they want, as long as they aren’t having a terribly loud party in your house, they feel they are being respectful. So, don’t assume, or rely on mind-reading -- – communicate clearly. Don’t even assume everyone will have common sense, or good judgment, as not everyone does. . I have lost count of the huge number of posts where hosts are stunned at the guest problem they never expected, because they either lacked imagination or experience with renters and other's living styles. Such hosts will say, "I didnt' mention _________ in the house rules, because I just assumed that every decent person would _____!!". So, Communicate, rather than making assumptions.
(4)
Have a good list of house rules. “Be cool” or “Be respectful” is not adequate.
Such statements are too vague. Nor is “Behave in my house as you would in yours”
a good house rule, since some people (for instance) are complete slobs in their
own home – and you would want them to NOT behave in your home the way they do
in theirs! Read other hosts house rules. You can look at other hosts’ listings and read their rules by hovering your cursor over their photo and then going to see their profile. I have a long list of house rules, but every single rule in my list is there because I have had a problem with that issue with a renter at one time or another. Hoping to shorten my list, I have removed items from my list of rules, only to regret doing so when the problem arises once again, resulting in damage, annoyance and/or a guest saying, "Well, you should have told me that in advance."
Keep in mind that very often, it is difficult or impossible to effectively resolve an issue with a guest, if you have not clarified your expectations of guests beforehand via inclusion of that matter in your house rules. As well, Airbnb may side with the guest in allowing them to do something you dont' want the guest to do, simply because you neglected to address it in your house rules. Thus you really need to have long-ish rather than short-ish house rules, in order to be adequately covered. An example may help illustrate this. Suppose you have not specified in your house rules, how many possessions guest may bring to your home. You simply "assumed" that guests would all bring a couple suitcases, no more. Now you have a guest stating that it took them them several car trips to bring all their items to your guest bedroom, and you immediately realize that you have a problem -- guest is planning to fill or has already filled your bedroom with all his worldly possessions. What do you think is the likelihood you will be able to have the guest remove all his worldly possessions from your home, once he has already deposited them there, if you have no house rules limiting amount of items a guest can bring? Not much. This very issue is something that actually happened, not only to myself but to other hosts.
You can get ideas of what problems hosts have had with guests, by reading older posts on this and other forums. Do this, in order to come up with good strategies for hosting.
If you imagine that all guests will be like receiving gifts in a pretty package with a bow on top, please consider this: the following four posts about serious problems with guests were all posted on THE SAME DAY (Feb 24 2015):
globalhosting.freeforums.net/thread/202/guest-lot-damage
globalhosting.freeforums.net/thread/204/messy-guests-left-food-ruined
globalhosting.freeforums.net/thread/203/guests-all-over-help-difficult
globalhosting.freeforums.net/thread/205/violating-privacy
IF you have a problem with a guest, and contact Airbnb customer service for help, perhaps to get the guest to leave, Airbnb will look at your house rules and it will behoove you to be able to show a set of rules that the guest violated. If you are calling Airbnb for help because the guest invited two friends over who stayed all day every day, and your house rules don’t prohibit that, or you are asking Airbnb to have the guest leave because they smoked in your house, and your rules don’t prohibit that, you will
have more difficulty than if you had rules that clearly prohibited the things
you are complaining about. This post about a bad guest and a host who learned the importance of house rules may be enlightening:
globalhosting.freeforums.net/thread/206/party-hearty
(4a) I strongly suggest that every host have these two points in their house rules:
1. For liability reasons, guests may not bring any visitors or any others to my home at any time, for any length of time. Only those individuals who are registered guests, whose full names have been provided in advance and who have been paid for in advance, may enter the premises. No other individuals may be on my property.
2. In the case of significant violation of house rules, the reservation will be immediately terminated and all fees and monies paid will be forfeited.
WHy? HEre is a real-life example which can help illustrate why you may want these rules:
globalhosting.freeforums.net/thread/207/call-police-remove-guest
(4b) Consider whether or not you want to allow guests to bring children. Do you have delicate items in the house? Is your home kid-proof? Don't assume that guests will be polite enough to only bring well-behaved children. Read this real life story about a host who had the awkward situation of having to deal with a very bratty child whose mother had apparently never said no to her
globalhosting.freeforums.net/thread/345/guests-control-child
(5) Hope for the best, but plan for problems. Most guests will be very polite and perfectly fine. A very few will not. Hosts who have already anticipated what they might do when certain problems arise with guests, are that much further ahead than those hosts who are surprised every time a problem occurs. THere are few things more sad than a host watching guests engage in disruptive, obnoxious behavior in her house, and standing there paralyzed, having trouble believing what she is seeing, because her worldview up to this point in life did not include the possibility that people she kindly invited into her home could be so disrespectful. Perhaps it will take her a day or two before the paralysis diminishes and she is able to act or speak. In the interim, her guests may be bullying her and/or blowing her off.
So -- plan ahead. Combining number 3 and number 4 above, dont' assume that guests will follow your house rules. Just because you have certain rules doesn't mean guests have even read them (often guests book a place just on the photos alone, without reading anything). So, begin early in your dialogue with guests by asking them to please read your entire listing description and your house rules and then letting you know if they have any questions about any of that. Then, going one step beyond this, don't assume that just because you have house rules and guests have read them, that they will follow them. They may be reading the rules with the attitude, "Whatever. I will humor the host and read it, but ultimately I will just do what I think is reasonable and ignore the parts that seem OCD." Most guests are fine but some will need to be spoken with. As a host it really helps if you PLAN AHEAD and make plans for what you will do if there are any problems with the guest doing as planned/requested. For instance, so many hosts seem surprised that guests arrive late-- 2 hrs late, 3 hours late, sometimes 8 hours late. Please plan ahead and don't assume that just because a guest states they will arrive at a certain time, that they will indeed arrive then. Make plans what you will do if they don't arrive and don't communicate. Make plans about what you will do if guests don't follow certain rules. The point is: make plans. Plan ahead.
(6)
Be wary of demanding or pushy guests. Develop a list of “red flags” that are red flags for YOU. (Other hosts may have different red flags). Most hosts find that the overwhelming majority of their guests are wonderful, very polite and respectful people, but there are a few guests that can cause problems. One of your tasks as a host is to avoid these. See my post on “Some red flags about guests” at
globalhosting.freeforums.net/thread/455/red-flags-hosts
(7)
If you have never rented out property before and have little idea of the kinds of problems that can occur with guests/renters, read the boards on this forum to read examples/anecdotes about these, or talk to those in your area -- landlords or neighbors -- who have experience with tenants/renters and know the kinds of problems that can arise. For instance, you are less likely to have a problem with a guest stealing your expensive electronics, or simply going into your room to “look around” and go through your drawers, if you put a lock on your bedroom door. Again, don't assume, plan ahead -- thinking "surely no one will go into a door marked 'private' or go into my private bedroom" isn't going to be of much help to you when a guest does this, as some guests have (stories like these have been written about on the forums).
(8)
Think about the kinds of guests you want. Some people like interactive, extroverted
guests they can spend time with and have dinners with, even tour the city with.
Others are more introverted, and would find it draining if guests expected to spend time with them every day. Some like to have only one guest at a time, others enjoy having couples or families stay with them. Some hosts have been unpleasantly surprised
to find that their guest came on vacation to their city, and is spending their vacation staying in their house every day all day watching video games on TV, and barely leaving the house. Don’t feel obligated to anyone – it is your house.
You can put language in your listing that indicates the kinds of guests that your place is best suited for, eg as Wendy and Sheryl have given examples, “My place is best suited for those who are active and have plans to be out during the day”
(9) Be aware that in some types of hosting situations you are likely to experience more problems with guests. For instance, those who are renting out an "entire apartment" or "entire house" are much more likely to have the following two problems: (a) guest ends up bringing far more people to stay at your place, than they booked for, or than you agreed to. This is a very common problem, if not THE most common problem, for those renting out a whole apartment. (b) the other, associated problem for those renting out an entire house/apartment, is that you have a rule specifying "no parties" and the guest had a party at your house anyway, which causes a lot of noise and a big mess. Here is a posting on one of the forums which illustrates both these problems at once:
globalhosting.freeforums.net/thread/219/guests-lying-bringing-people-allowed
THe other hosting situation which isn't always, but can be a situation involving problems, is when the guest is bringing children. The first problem occurs when the guest wrongly assumes that you won't charge for children -- they may try to get in additional people for free, even up to 16 or 17 years of age, claiming these are "children" who should be allowed in for free. If you want to get paid for all the guests in your place, you will have to be very firm with potential guests that you charge for every HUMAN BEING who stays at your place, regardless of their age. Secondly, small children are in some cases a little more likely to cause damage to the premises. To read of a story where the children caused damage and the parents refused to take any responsibility for that, see here:
globalhosting.freeforums.net/thread/220/guests-kids-wreck-parents-care
(10) Another type of hosting situation which could potentially lead to serious problems, is that of renting to someone for more than 30 days -- which in the USA at least, causes them to obtain "tenant's rights" and can make it harder to get them out if at the end of their reservation, they refuse to leave. See my post below about 3 cases in California of "scammer guests" (all three of whom had previous evictions or lawsuits against them) who refused to leave at the end of their reservation, and the serious consequences for the hosts in these cases:
globalhosting.freeforums.net/thread/33/guests-who-refuse-leave
(11) Be forthcoming about issues that may effect guest’s experience. If your downstairs neighbor plays loud music every night, this is not something you want your guests to find out only after they have arrived. If your house is far from public transit and not accessible except by car, guests will want to know this.
(12)
Be forthcoming.
Just like you want to know who your guests are, your guests want to know about you. If you get an inquiry from a guest with a “blank” profile that has no photo, no verifications, and says nothing about them, you will ask for more. Similarly, your guest will appreciate knowing something about you. Putting a photo of yourself on your profile, rather than a photo of a sunset or a beach ball, will help your guest feel safer as they can start to get to know you. It also helps to say a little about yourself and your interests in your
profile. Sometimes a guest will book a place largely because of what the host says about themselves! (For instance, if they share an interest with that host)
(13) "What do I do if the guest didn't fill out their profile?" or, in slightly different terms, "What if the guest didn't complete their verified ID?" This is probably the MOST COMMON question asked on the forums by new hosts, hence the value I see in creating a place like this where you can read all these tips.
If you don't get the information you want, ASK for it! For some reason, and I don't quite understand why, many hosts feel they are being rude if they ask the guest for information about themselves. You have the right to know about people who want to stay in YOUR HOME. If you have ever placed an ad on Craigslist for a room or an apartment, and stated clearly in the ad, "In your response please write a paragraph about yourself and tell me why you are interested in my place", you are guaranteed to get people responding who say something like, "Hi. I am Mike. I want to rent your place. Please tell me what time I can come over to see it." The point being, many renters simply don't read the ad, don't do as they are asked, and are eager to just jump in and pay and ignore your request that steps 1, 2,3 and 4 be completed before going to step 5. Perhaps some don't realize that using Airbnb is not like calling up a hotel and paying for a room. So, when you get inquiries from guests you will have to ask for what you need from them. If they don't fill out their profile to your satisfaction, ask them to. If they haven't said anything about themselves, ask them to write a paragraph about themselves. If they haven't stated the purpose of their visit, ask them. You will need to ask the guest to provide what you need in order to decide whether to accept them. If they have trouble understanding this, this may be a "red flag" (see my post on red flags) and a reason to decline their request.
When a guest completes their Verified ID this can HELP you as a host to feel a little more confident that the person is who they say they are, but Verified ID is NOT a guarantee that the guest will be a good guest. Your assessment of how that prospective guest communicates, how they answer your questions, as well as whether they have any previous reviews that can help guide you, are generally more important than Verified ID in your screening process. Please note that those who book with the intention of violating your house rules, or even committing crimes and destroying your property, have been able to "dupe" the system and book with Verified ID using a fake identity. In a few rare but serious cases, guests have created fake VErified IDs so that they could not be held responsible for the damage they did. All of which is to suggest to you that you must do your own screening and you cannot rely on something like "Verified ID" to exempt you from the work you need to do and the skills you need to learn to be a successful host.
In this thread, you will find an excellent list of questions to ask potential guests, by Queenie and Ted. This can help you screen them as well as have them complete verifications:
globalhosting.freeforums.net/thread/460/guests-inquiring-stay-screening
(14) Be good to your neighbors. Airbnb and short term rentals are controversial in many areas, and in some cities, angry neighbors have caused significant problems for Airbnb hosts. ( In some areas, merely the word “Airbnb” can stir up neighbors’ indignation!. ) Often, the neighbors were angry because a host’s guests were loud, or were having parties, or left a huge amount of trash out on the street, or took their parking place, or were otherwise behaving with what the neighbor felt was insufficient regard for the neighborhood and neighbors. IN these cases the hosts may not have intervened effectively, or showed concern for their neighbor’s complaints. Some hosts have had to stop hosting because of complaints from neighbors, such as complaints to a condominium association board, or complaints to a hosts’ landlord. It pays to be very considerate of your neighbors.
Even if their complaints seem trivial/baseless to you, ignoring complaints can lead to an escalation of the problems. Be as generous toward and considerate of your neighbors as you can. In fact, I recommend developing strong relationships with your neighbors long before you start hosting.
(15)Have a security deposit that will be adequate to cover damages. Do NOT assume that the Host Guarantee will cover these -- it will not. The Airbnb “Host Guarantee” is NOT meant to cover routine damages to property – it is for vandalism, burglary, and criminal acts – really serious, unusual circumstances.To read about a case that was covered by HOst Guarantee see here -- a case where host was burlgarized by a guest:
globalhosting.freeforums.net/thread/44/host-guarantee-worked-guest-burglarizing
Far too many hosts have a tiny security deposit, in the range of $100, which may cover damaged linens, but will not pay for a ruined carpet, a knocked over flatscreen TV, a cigarette burn in a sofa, a water stain on an antique table, a broken bed frame, a broken window, or a damaged washing machine, etc. Do not be one of those hosts who posts on the forums, complaining that the guest did $1500 of damage to the place but Airbnb will not pay for it since host only has a $75 security deposit. You should have a security deposit at least equal in value to the most valuable item at your property. And it is generally best not to have fancy things, antiques and heirlooms, in spaces you rent to guests.
See here for an example of the kinds of serious problems you can have if you either don't have an adequate security deposit, or you decide to extend a guests' stay by allowing to pay you directly, and dont' collect any security deposit from them for those extra days:
globalhosting.freeforums.net/thread/223/guest-extends-outside-airbnb-wrecks
(16)Realize that there are many types of hosting. Some people have guests stay in a room in their house, others rent out whole houses or apartments, some offer food to guests, others don’t, some have dinners with guests, others don’t, some allow pets, others don’t, some meet all guests personally upon arrival, others let guests let themselves in with a key-less entry or lockbox, some hosts offer daily or weekly cleaning of guest rooms, others only clean rooms in between guests, some don’t allow reservations over 1 week long, others have had guests stay 2, 4, or even 18 months -- and rates vary. So, when you read posts in the forum and participate, remember you don’t have to do just what others are doing – you can host in the way that works for you.
(17) Spend some time navigating the Airbnb website to learn where everything is. Go to managing your listing, and click on all the topics on the left side and explore what is there -- listing, calendar, pricing, details, overview, terms etc. Learn where everything is, how you can set all the parameters, and update the prices and calendar. Also, realize that you can't do everything from the smart phone app -- though you can now do more from the app than ever before, you still need the desktop computer to do some things. A lot of hosts ask questions on the forums which they could find answers to just by looking around the website.
(18) Keep good boundaries. REally this is very important, vital, perhaps the most important skill in hosting. (So why did i make it #18?? Oh well.) Be aware of the boundaries that exist in your relationship with your guest, and maintain them. I think most of the problems hosts have with guests come down to an inability of the host first to clarify and then to maintain or enforce boundaries. A lot of hosts pride themselves on being "laid back" but they lay back so far that they become doormats, and seem paralyzed and unable to do anything when the guests start screaming loud songs in the living room in their home, or leaving dirty dishes in the sink, or leaving their personal belongings in common areas, or inviting friends over in violation of the house rules. Know the difference between being "laid back" and being passive and unable to confront people who are rudely taking over your space.Examples of boundaries: your private space versus space allowed for the guest to use. Your own private belongings versus those the guest may use. Your house rules and the limitations they communicate. The boundaries of the reservation itself, from check in time to check out time. The energy you have available to interact with the guest, versus the private time you need. Often hosts post messages on the forums about issues that have to do with a guest crossing one or more of these boundaries, and the host may not have experience or skill in trying to hold their own boundaries and things can get messy. For instance, a guest asks to use your computer for "a few minutes" to "just to print out a few things" and before you know it they have been on your computer for 3 hours doing a lot of websurfing and emailing and are telling you to "wait a minute" when you say you need to use your own computer. Or, the guest is due to check out at noon, but at 1pm tells you "I will be a little late -- I'm still out shopping...". Beware of the phenonmenon of "I gave an inch and they took a mile". If you let them, a guest due to check out at noon may delay until 7pm or even midnight. Being able to be firm, and able to draw lines and stick to them, will greatly assist you as a host.
(19) For American Hosts (other nations may have similar laws!) know the law regarding ADA (Americans with Disabilities Act) and FHA (Federal Fair Housing Act) and the need to avoid making discriminatory statements either in advertising or directly to the guest. See here on Airbnb help page for info on these laws: www.airbnb.com/help/search?q=ada
This article describes which listings are subject to ADA/FHA laws. While you may decline any guest, you may not make certain discriminatory statements. To see some examples of the kinds of problems that can arise for hosts in this regard, read these posts about hosts who found themselves bullied/threatened by people who insisted on bringing service animals (not legally considered pets) to listings that stated "no pets":
globalhosting.freeforums.net/thread/201/service-animal-thread
In general when declining a guest, it is best to not tell them the specific reason you are declining them. Just respond with a banal statement such as, "I don't think it is a good match" or "The place is not available" and then don't let yourself be dragged into an argument. If the guest tries to argue, and demands an explanation, either do not respond or repeat your banal statement and wish them well.
(20) If you read the forums regularly, where hosts tell their stories, one of the common types of stories is this, in essence: Host effectively saying, "I have no house rules, I have no security deposit, I never rented out property before, I didn't think through what I was getting into, I just jumped in and assumed all guests would be great, because Airbnb does these dreamy advertisements about "belonging" -- and now I have/had this serious problem with a guest...what should I do?" Don't be that host. Be proactive, do your homework, and screen guests well -- don't just take any warm body. Most guests are super, polite and respectful, but the ones who aren't seem to know how to select hosts who don't yet know what they are doing, in order to take advantage. If you come across as a no-nonsense person (which you can do by setting a firm tone in your house rules, and being clear about what kind of guests you want, and those you don't) you are less likely to get thoughtless guests approaching you with their inappropriate inquiries.
(21) Be realistic about what you can expect: listing your place on Airbnb will not magically fill your house with guests. Getting guests is a supply vs demand issue in any location. Be realistic about what is the demand for short term renting in your area.
Many hosts list their place, and a few weeks or months later, seem surprised when they have had no bookings. Please be realistic and realize that guests are not going to travel to your area just to stay in your home. They may stay there if they are coming to your area for other reasons. In any case, would you want people coming on vacation just to see you? Staying at your home 24/7, wanting you to spend all your time with them, in essence making YOU their vacation? Probably not. So if you are located in Nowheresville, Anycountry, consider that your guests may be few and far between.
If you are however located in TouristMagnet, FabulousCountry, you may get a lot of guests coming to your city, but you have to consider how many other hosts there are and what is the supply of listings versus the demand for short term rentals. Unfortunately, Airbnb's success is starting to be a problem for many hosts, as in many parts of the world, there are actually too many hosts and the supply of listings is now starting to exceed demand. There are too many places for guests to stay, so the available guests are stretched thin over the listings. This is happening in London, for instance, and many London hosts report that their # of bookings has dropped precipitously in recent times.
For examples of types of guests you don't want, see this thread:
globalhosting.freeforums.net/thread/956/kinds-guests
