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How do you handle a guest who breaks house rules?

We have an exterior security camera at our property and we saw that a guest was breaking a number of our house rules.

Too many guests

Too many pets

Smoking near property

If you have solid evidence of rules being broken, do you confront guest, ask them to leave, give them a poor review or wait til they depart to bring up issues?

29 Replies

7
fluff

Depends on the severity of the problem.

In most cases, where the problem effects other guests and/or us, we will have a polite word asap, nip it in the bud.

If the problem continues then appropriate action will be taken. Worst being involving the police, second worst is ejecting the problematic guest ourselves plus less severe action as seen worthy.

Very rare it ever gets that far though, most guests respond well to being gently reminded of whatever the problem is.

6 months ago
6
Bandara Hotels…

We have same way with fluff. And don't forget to collect all record to protect yourself from guest sue when they back to their home or when they write bad review for you. And sometime we are not only involve local police but we inform their embassy as well.

6 months ago
6
michael beeston

Has NOT happened so far (touch wood) but I would kick them out if required.I personally do the meet and greet and tell the guest the Rules as it is mainly single business people or a couple for a few days to two weeks....so far so good !!!.BUT I manage 50 other long term rentals and call the Police if we have ANY MAJOR problems at all !!!

6 months ago
3
Lu_Madrid

Hi!

We also try to handle it as soon as possible. We do have security cameras in all common areas too, so if we do see any guest breaking any rule, we try to politely warn them asap.

If they keep doing it, other things might have to be done, such as calling the police if the issue gets worse. But we haven't had to do that so far (touching wood too!).

I hope this helps!

6 months ago
4
k2u

Hi,

We have security cameras all over the property, in the office, outside the office that point in all directions. We generally do not have problems. I have had to talk to guests on occasion, mainly contractors that stay here for a few days a week for 6 months or more. In the warm weather, they sit outside and have a few.. when it becomes loud, I walk up to them and kindly remind them they are being too loud and what the rules are, especially when its close to our "Quiet time". When I have to walk up there a second time, this becomes a warning. Usually that does it. However, I have had to go up a 3rd time, if he (was just one out of the entire bunch) cannot control himself then I will do that for him. The guest(s) who feel they do not have to listen the rules, will be told to leave the following day if any drinking was going on (we do not want any drinking and driving) otherwise asked then to leave and will not be allowed back. The one that I had to do this with, figured because I was a woman that I could not do anything about it (We do not have nor need security here) haha he was mistaken. He actually said that " You are a woman, what are you going to do about it"...

6 months ago
1
Azeddine Sadiki

call local police and after that call booking support team they will help you a lot in case of guest misconduct.

BR.

az

6 months ago
3
Lu_Madrid

Hi k2u ,

"You are a woman, what are you going to do about it". That is the type of things that somebody should never ever say to anybody. Some guests, or customers of any type, believe that since they are paying, they can do whatever they want to do, when it is not like that at all.

It is true that as hosts, we want to do whatever is in our hands to make the guests stay as pleasant as possible, but guests should also know how to behave and follow the rules, which I believe should be reasonable.

As a host, I have encountered many of these situations too but, luckily, I haven't had to call the police yet (touch wood).

6 months ago
4
k2u

I haven't had to contact the police yet... (touch wood). We try very hard not to involve the police, it does not look good for other guests to have to see the police. And we try to do this without making the other guests feel uncomfortable or afraid. We want all of guests to feel and know they are very safe.

I do have my husband (does not work here) & maintenance men here, that were more than willing to help me if I needed them. They were watching (closely) just in case :)

6 months ago
3
Lu_Madrid

Yes! I completely agree with you, k2u .

I don't think it should be necessary to call the police. I hope I will never have to do that.

6 months ago
7
pibomarco

From my 10+ years of experiance there are not many guests that breaks rules that are serious.
Usually I don't confront these guest, I let them be and waiting for the day when they check-out. In most cases it is not worth of "confronting" them. Usually because some are wierd, have different perspective, issues ect.. I call them hotel patients. Also not worth risking a chance to receive a negative review.
I don't tolerate smoking in the rooms. if caught on the spot I charge 150,00€ (happened only once). In case guest have already checked-out I don't take any further action such as reporting them. Only up to three cases per year.
I don't tolerate too much noise after 22.00h.. Usually I warn the guest, they apologize and put down the volume. Never had to call or threaten with the police.

6 months ago
6
michael beeston

Pibomarco...I like it...........well done.we are the same no noise after 10pm..absolute.

6 months ago
3
Lu_Madrid

pibomarco Yes, I believe that it is necessary to set those quiet hours as a matter of respect to the rest of the guests and/or neighbors :)

6 months ago
7
fluff

Roughly agree. We have not had to actually call the police yet but have threatened it on one occasion. We have a no noise policy after midnight and we also have a non-smoking policy with a fine in place if ignored.

Once guests have checked out any action is pretty pointless, just chalk it up to experience.

6 months ago
6
michael beeston

Fluff.agree...., its pointless after the guest has checked out...as I mentioned we have a 10pm noise restriction and No Smoking in the apartment..it works well..no problems so far.........the only annoying thing for us is REALLY REALLY MESSY guests.............they use everything and do not even bother to put out the small garbage bins and towels on the floor,toothpaste all over the mirrors, doesn't happen much but.hey !! thats people sometimes and hospitality !!..what to do.

6 months ago
3
Waikoninihomestead

Every season things are so different.. Last I had many ruin towels,sheets,broke a toilet,scratched the floors with heavy suitcases, and cooked in their bedrooms to name a few problems. This season I have a document in English and translated into many languages, welcoming the guests,explaining that they are staying in my home (built in 1882), local attractions and house rules. They are advised if there are any damages they will be charged. Last week I had guests that drove onto the lawn inspite of being asked not to and left an awful mess. ( We have had allot of very wet weather.) I informed booking.com who were very supportive,they informed the guest about the damage and asked for immediate payment. As I had their credit card details I was able to charge them. It is interesting though as the guest has not been in touch. I was expecting a negative review,so far so good. Then a few days later I had Chinese guests who took my cabin bag I showed them as an example of the cabin bag limits! And yes they spoke perfect English. They have been charged for the bag but have not contacted me. So getting a credit card facility has been worth it. So now when a guest books they are charged. If they cancel within my cancellation policy they do get refunded. So far this season I have had no "no shows" I think because they have been charged?

6 months ago
1
Suzy

We have so many of these problems with different guests. our ground floor units are often used to sneak additional guests in. Thanks to CCTV's and stern Management we confront the guest in a stern but respectful way. We charge penalties for such violations (smoking fines, additional guest charges) and I do not allow them to leave unless paid, The disgruntled ones I must be honest is not worth the hassle for myself of my staff so we ask them to leave (TELL those who should be). Have everything in writing as well as recorded. If its a travel agent booking I inform the Agency that I am vacating the guest and that they are responsible for damages and/or relocation.
Sometimes you have to be Stern about things like this or they just take advantage.
as for the poor reviews, should they give you one, just reply with exactly what transpired so other guests can see you are strict about your house rules and that you are also not just throwing people out without valid reason.

6 months ago
2
Jack Alty

First of all I think we shouls set up separate, independent forum (group on Social Media?), where we could share their details (even in private messages - on main forum just for example "Mr. John S. from Sussesx").
Troublemakers would become "persona non grata" for all of us, forever.

6 months ago
2
Post

We have a policy of a minimum stay of two days in the High Season as this filters away almost all the late night arrivals-very early morning departures. Our bedrooms have soundproofed fire doors (32dB) which are demanded by national fire authorities here in Norway, so little to no noise will seep out into the corridor. We inform evening arrivals that the guest kitchen must be quiet as of 22:00 and that they may sit out in the garden and use a barbecue to whatever hour they wish to do so. Sunset in June is 23:30 so a few guests will still be chatting over a glass of wine or a cup of tea until midnight, which is a nice way to end the day.

The loud mouthed and quarrelsome guest is something we see very seldom, and only twice have I had to ask a guest to make one of two choices 1) quiet down and do not waken up anyone 2) pack your luggage and sleep in your car

6 months ago
7
pibomarco

Jack Alty. This can be exploited from the hosts too, ones who are easily offended for example because of a lower rating / review or because they can not handle criticisim. And instead trying to improve they would rather rant about it. They can write anything they want but would it be always truthfully? I think there already is some kind of "forum" for that matter. I think one member "Joey" was talking about it few times.. I am not sure who uses this forum though.. Mostly bitter, conservative, close minded hosts who are always right and knows better then everyone else? lol
That is just not for me, have more important things to do. :) Maybe because overall I don't have that many negative experiences with the guests, so I don't feel the need to take any further action about it.
And hosting the same guest as the other host who "blacklisted" them on the forum, I think there is more chance to win the lottery. :)

6 months ago
1
Laura Frankum

We always use a booking contract with the names for each guest in the group, and we always hold a security deposit

It depends on the severity of the incident, but in most case, we have found that a gentle word usually does the trick.

If we find that more guests are at the property than have been paid for and clearly stated on the booking contract, we will charge for the extra guests, by explaining to the lead guest of the extra charge and requesting payment be made or taking the money from the security deposit

6 months ago
6
michael beeston

Right or Wrong ..we dont have a security deposit ??? and so far after almost 4 years...ONLY 2 with booking. ..no damage/no things stolen or broken. Only couples or single business guests stay. Maybe that helps??

6 months ago
3
Lu_Madrid

We don't have a security deposit either, michael beeston . Our guests are usually couples or single business guests as well. Might it be different for bigger lodgings for great amount of people?

However, we have had to face several occasions in which we had to charge some guests who damaged things in our property.
We do have a sign informing them that any damage or missing article may be charged and they are responsible for them. After placing this sign, there have been less incidents.

6 months ago
2
Alasma

Incidents depend on location too. My city center location apartments are prone to these incidents. Other apartments out of town are less hassle for these kinds of incidents. This is a big risk in this industry.

We had some problems and end up getting the police involved. Once a couple booked and we found 20 odds drunk people at the apartment. There was no way to find the person who booked in that crowd especially with Alcohol at hype.

Another occasion guests had a fight and we found out blood stains and smashed bottles, holes in the wall . We end up getting whole sitting room renovated including wall paper, paint, coffee table replaced etc. Lost of business for couple of days too. Later on, police found the guy (thanks to our policy for taking ID) in connection with more things but we couldn't recover our damages.

These are only 2 occasions we had to involve police. We don't return deposit if smoking is evident. Otherwise a gentle reminder specially over the weekend and deposit do the trick.

>Strongly recommend taking a Photo ID and deposit

>. NO SMOKING signs are helpful too.

>We send a gentle reminder to remind our policies after their check-in.

I think BC should provide a service for hosts to review the guests too like air bnb. So guest should feel accountable too. BC is great but still more to do.

6 months ago
2
Alasma

As MIchael Beatson said for messy guests. We had the same experiences but almost dealt with it.

We do mention in our welcome message and check out message a night before checkout

To leave the apartment tidy to avoid any extra cleaning fee.

It's been better since.

We all learn from our experiences and this forum is a great platform to learn from each other.

6 months ago
6
michael beeston

Alasma.............fully agree, we have a small note in our info pack...Please leave the apartment as clean as you found it..Thank you...it doesn't always work BUT we have to do something.Enjoy the Forum.

6 months ago
1
Francoise

When asked if I leave nearby I always say yes. I add that if any problems I have spies in the building who can phone me if necessary or they may call the police. I give one set of keys only.

6 months ago
1
Casadosmilagressa

I have experienced ones a complete indoor/outdoor"ravage" after an older couple had booked the property(Max. 10 people) for a single weekend.

In fact they had rented it for the birthday of their youngest daughter who pulled in with all their friends(around 40 stupids).

The entire proximiy of the building was "tarred" with broken bottles and mirror in front door was missing.

This ugly situation was only discovered on the Monday morning......

Police came to the scene, made a clear statement and older couple paid for the stupidity of their lovely daughter....

6 months ago
1
Casadosmilagressa

I have experienced ones a complete indoor/outdoor"ravage" after an older couple had booked the property(Max. 10 people) for a single weekend.

In fact they had rented it for the birthday of their youngest daughter who pulled in with all their friends(around 40).

The entire proximiy of the building was "tarred" with broken bottles and mirror in front door was missing.

This ugly situation was only discovered on the Monday morning......

Police came to the scene, made a clear statement and the older couple agreed to pay for the entire reckage ....

I am not having a deposit policy for damaged items , I just replace broken glasses and cups as this is sometimes happening beyond the responsability of guest but rather related to normal wear and tear...

6 months ago