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What are your house rules?

Hello
Because of missunderstanding of room policies ( as many guests do not pay attention on it)
We just made small poster of rules and regulation that we keep in apartment for guest to read and understand the management policies. This also include the local government policies which have to be followed by the guest.
I hope we will decrease risk of damage made by guests and become able to to charge them easily for irrisponsible behaviour.

Please give me more ideas and opinions.

64 Replies

1
Franca300

I feel that booking ,com, should be able to add a security deposit, just like trip advisor or Homeaway, and Airbnb has insurance, so that host feel more secure, as some of us can’t collect cash on the day, we should have a week after checking the property to send the security deposit back,

9 months ago
5
Sara Jarvis

David,you are so right, I’m in a block of flats and a guest bought and cooked very smelly food near midnight last night which is awful for the neighbours.

He asked if he could have breakfast after he goes out shopping and returns today I said no the kitchen closes down at 10 am for breakfast,so I’m going to have to do a list of house rules which I avoided till now as in ABB all the rules are listed and I don’t know where to put them on my BDC listing.

9 months ago
1
Chameleonhotel

a big enough damage deposit usually helps to keep in mind the house rules better then any explanations .:)

9 months ago
1
Rathanak

The idea, the host should brief directly to guest regarding in-house rule and damage responsible. My experience, most of guests understand and accept to settle for their mutilation during the stay. Also a cause of rejecting for fewest numbers of tough guests that feeling unsettles even the information was full.

9 months ago
4
k2u

I have done the same thing recently. I have put all of our policies in a place that the guest definitely will see while checking in.

I believe that BDC does have somewhere they place all of your policies. I have a Motel, our policies are placed on the booking portion of our page. However, I find majority of guests do not ready anything on there. This becomes very frustrating. It would be nice if all the booking sites would make it so each guest must read and agree to the policies we all have put in place.

9 months ago
1
Albania

I think booking allows you to put your policy, they also allow you to put a deposit for your property

9 months ago
1
Beatrice Lioy

I agree with what has been said above. Booking.com should make the rules very clear to guests and should also take a deposit to make things less awkward. And what if a guest refuses to give me the security deposit once he has already arrived?

Do others of you rent a private room in their own flat? Because although I have written the rules both on an Airbnb listing and in a private message, a guest still managed to break them. This for us meant a loss of money and privacy, apart from the fact that we are both vegetarian and he absolutely filled the fridge with meat (he was not even allowed in the kitchen, for 25£ a night).

I am now always including rules in the messages and I also ask to read them, understand them and agree prior to confirmation. How do you prevent problems?

9 months ago
1
Albania

No one will say no because it's a rule and you'll show it to them during check in. Take their credit card or passport as a deposit if they say no and then they'll agree. I do have an apartment and that's I do. If they say no I take their passport as a deposit until they pay the deposit.

9 months ago
1
Beatrice Lioy

I didn’t think about that! Good idea, thank you

9 months ago
5
Sara Jarvis

Beatrice has made a good point about her fridge, like her I rent a room in my home,how does one regulate that vegetarians may not want meat in their fridge or some homes only halal meat and no pork etc etc.....for this reason I prefer they don’t cook except take away in the microwave.

i once had a Turkish student turn up with a huge suitcase of raw unsealed meat , his Mother thought he wouldn’t be fed properly in England I still don’t know how he got it through customs...it’s highly illegal.Thats. Not something we could predict in our house rules.

9 months ago
9
M Adamopoulou

We regret having to inform guests that all damages will be charged in full, this includes labour and all other charges necessary to restore the room to the preoccupied condition. A further charge will be made to cover loss of earning until the room is restored and available for further letting to guests.

It is with deep regret we now include this section.

A fellow partner suggested to include this in our rules and I think is very helpful.

9 months ago
1
Ganesh Nqa

It is certainly a good idea to display the house rules and pass on the message that damages have to be paid by the guest. It is equally important to put it in nice words ( cultural issue ) and also explain when the guest walks in so that it is clear to them.

In my case as I am new, I do not get to know the credit card details of the guest and have no means of charging for the damages. A deposit may become necessary if the booking.com is not able to recover the damage cost from the guest. I need to know the policy / process adopted by booking.com so that I do not end up paying for damages caused by the guests.

Can anyone help with more info? Thanks, Ganesh Sahstri

9 months ago
1
Ganesh Nqa

Please read my name as Ganesh Shastri

9 months ago
4
k2u

Ganesh Shastri,

I am the General Manager at a Motel. Now I am not sure how it works with ABB's or BB's as far as rules for payment, ect. with BDC. However, I do everything here, all policies, all payments from guests, availability, photos, ect. We set up with BDC that we collect payment, for these reasons we have access to all credit card info. We are able to decide if we will waive a cancellation or not, then charge accordingly. We also have access then to the credit card information if a guest does damage to the room or property. We only keep this information until the guest checks out and the room is then checked for any damages as the housekeeper cleans it and I inspect after she is done as well.

On our registration sheet, it specifically states, if damages occur from the guest or guest of registrant, the card reserved with will be charged accordingly. We also do not allow smoking in the rooms, if guests smoke, they will be charged a $50.00 fee. The guest must fill out their basic information as everyone has to (ie, name, address, phone, make of vehicle & license plate #) and then a signature is required. If a guest refuses to do so, which I have never had a guest refuse... just in case then we cannot let them stay.

You may have to speak with your Market Manager @ BDC regarding the above. See if you are able to collect, this way you will have access

I hope I was able to help out. Good luck with your new business adventure. Hope you meet a lot of wonderful guests that will give you great memories

9 months ago
5
Graham Fisher

Our main house rule - "No singing hymns on the first floor landing after 2100 hrs".

9 months ago
1
Valiyathayil H…

I have put all of our policies in a place that the guest definitely will see while checking in near the reception area including the FREE Wi-Fi password. Then all the guest have to read the house rules.

I had clearly mentioned in the notice board, SMOKING allowed only in the Balcony. Kitchen allowed only for making tea or coffee.

Regards.

David & Sheela

9 months ago
5
Graham Fisher

I fear that in the long term David and Sheela - you may be a little optimistic.

In my long experience guests can be extremely "selective" in what they say they have "seen" or "not seen" - hence no long lists of House Rules here, ultimately the guests will just say they "did not see" the particular rule they have just ignored..... and the end result is very awkward all round.

9 months ago
9
M Adamopoulou

Graham Fisher I think you have a point about guests not seen the house rules. They have other things to bother with. Unfortunately even if they see them they will ignore them.

There has to be trust between guests and hosts so things roll on.

9 months ago
5
Sara Jarvis

I so agree with Graham’s......so me too no lists David and Sheela

they will take their tea and coffee to bed

9 months ago
5
Sara Jarvis

David and Sheela your WiFi is not free to you, it’s part of your business costs.

i would make them appreciate the WiFi....hotels cut it off and make you pay usually after day one.

9 months ago
4
k2u

Sara Jarvis,

I (Motel) have free WiFi for the guests entire length of stay. We just pay for the WiFi on a general basis and do charge the guests at all. It is only available through out the property and ends at the end of the property.

9 months ago
4
k2u

I agree with Graham Fisher. They choose to be selective.. especially if it says "Attention" or "Rules". Then they tend to ignore and do not read. Its unfortunate though.

9 months ago
1
Chinthakairosh

hello,i think we will let them to enjoy their holiday without any policies,There must to be trust between guests and hosts as mentioned someone earlier,

9 months ago
9
M Adamopoulou

Chinthakairosh Many people visit my country because life here is relaxing and easy going without so many policies to worry about. That’s great but sometimes things get over and then rules have to be applied.
Trusting nowadays is difficult but we should give it a try!!!!

9 months ago
1
Larrywilliamstomato

I have been operating my small 4 room (Guest house) since April this year 2018.

so I am very new to this business of guests.

I have one rule at the door as guests enter it reads No Smoking.

I have another on the kitchen door it reads No children under 12 years allowed in this kitchen unless accompanied by an adult.

all other signs are informative and not rules, as it's a holiday guest house and not a regimental barracks.

it's a very difficult decision the matter for rules, maybe up to now I have been lucky.

As for damages....

I have had all good guests from BDC and the same from Abb only one cup and one plate broken in 6+ months a curtain rod bent and curtains torn but these small things can be put down to normal operating costs.

9 months ago
5
Sara Jarvis

Hi Larrywilliamstomatoe

on ABb itclearly asks if the place is suitable for children and I think on BDCom too in all my years hosting no one has ever offered to bring any

Like you I also hate lists of rules that no one reads so it’s clear as a bell when they book.

9 months ago
1
Larrywilliamstomato

Hi Sara Jarvis

I am surprised by your statement " no one had offered to bring any"

You mean children ?

Maybe you are not encouraging people with children. !

I am actively advertising and targeting my rooms to families.

each of my rooms feature a triple bunk bed, which is a 4 ft 6" double with a single above, and also a set of two full size bunk beds the rooms also are with built in wardrobes , bedside lockers and chairs, so each room caters for either 2 adults with up to three children, or for 5 adults I say this because although the plan was to cater for families, I often get 3, 4, or 5 adults booking these rooms for overnight stays and sometimes much longer, people who are contact working locally.

Also the rooms are reasonably priced at £59 this is for 5 persons hopefully 2 adults and 3 children but if 5 adults book it then fine better to have some guests than no guests.

However it's room only rate no breakfast at that price. !!

If 2 adults bring only 2 children or just one then it makes no difference to the price it is the room which is booked and paid for regardless of occupants.

hot cooked full English breakfast is £3.50 paid separately and ordered the night before.

Guest's are allowed to make drinks and toast for free.

I retired from work when I was 65 this was 4 years ago and during the 4 years I worked on my gardens and house, but last spring when the daffodils and garden was in good bloom I thought why not start a bnb and let people walk from my large car parking area through the gardens to the house for bnb.

and when I first started my guest house business in April this year, I first thought to let out a room or two in my large home to any person who wanted to stay.

However when I started with airbnb it was a long time before I had a booking.

So I opened up two more rooms and started with BDC then the bookings started, and I had as you have said declared my house unsuitable for children because I have narrow stairs ( it's an old Victorian cottage ) and I had things in the garden which could be dangerous with some children who are inclined to get into mischief.

This was a big mistake I soon realised to keep busy with bookings I needed to become family friendly.

So the garden was changed the beds were changed and I meet all guests at the door, I welcome them warmly making sure to pay special attention to the children and leading them to their room explaining about the low beams, mind your head, and old Victorian cottage be especially careful as we climb the narrow staircase.

The guests love it they say nice and homely, yes it is and I go out of my way to make their stay enjoyable.

To me this is not just a business it is a passion, I always tell the guests we aim to please anything you need if I can help I will.

I hope this makes interesting reading for all on the forum keep smiling I am. !

8 months ago
5
Graham Fisher

Well Larry I am pleased that you are happy, because I cannot see you generating much of a profit from this set up - laundry costs alone will make a hefty hole in your income and by the time you have laundered/dried towels etc, I could envisage your pension supporting the B&B....

8 months ago
1
Larrywilliamstomato

Hello Graham Fisher.

Thank you for reading my story and for your comments.

Yes I agree with you about the low prices, and not that much of a profit but as I said earlier it's not just a business I get a lot of pleasure from seeing happy people and their happy childten, (of course there are the exceptions)and then the repeat bookings, and keeping the little grey cells in my head functioning.

Also the laundry costs are not that great, I do everything in house and have two sets of basic linen for every bed, having only 4 rooms it is not that difficult to manage.

I am not too happy about 5 adults though happily it does not happen very often.

I wish there were a way of selecting on BDC that rooms are for up to 2 adults and 3 children, and that should work contract persons require it would incur a surcharge of say maybe 5/6£ extra per person over the first 2.

I could make one room for contract worker adult persons only at the higher booking price, but then I would lose the family bookings who would perhaps be on a tight budget.

If I raised the room price maybe it would deter the 3 person families, and I would lose bookings that way and on balance I think it all works fine, lower price higher occupancy.

And having said that, this weekend for instance I had a room let to just one adult and two children, ages 3 and 5 and this happens many times with average persons to room being I would say between 3 and 3.5 per night/booking over the last 6 months.

maybe some one on this forum will have useful advice for me, which will help.

I am still smiling.😀

8 months ago
9
M Adamopoulou

Hello Larrywilliamstomato and welcome to this wonderful forum. I would like to give you 2 thumbs up but the system doesn’t allow it . I feel just like you about hosting. Loving, sharing and connecting people is so precious and that is our intention.
Have a nice day.

8 months ago
7
fluff

David S

We used to suffer from quite a lot of breakages/damage/misuse of room contents and the subsequent refusal from guests to cover it financially.

In order to lessen the unhappy situation we created a hotel policies list displayed prominently in reception, along with a short-list of costs for the most common problems. This is tied to a clause just above the signature of the guest registration which states "I, the guest, agree to all hotel policies".

Thus far the occurrence of said problems has almost disappeared.

I think that just the shear fact guests are made aware they need to show respect for what is provided makes the difference and avoids the nasty process of reparation charges.

8 months ago
5
Sara Jarvis

Larry I agree with Graham how can you afford the laundry for five beds in one room at £59 even bunk beds.....the gas electricity and water cost would be massive even if you do it yourself and that is before detergents manpower, and all the other expenses....that’s only£11.8 per person...I’m struggling to see how you make any profit.....true we all seem to enjoy hosting but with everything going up these days that amazing.

Especially contractors who by the nature of their work must use a lot of hot water etc...after s shift.

keep smiling are you in London ?

8 months ago
5
Sara Jarvis

Larry re the remark I made re children....they are not cost effective and babies and children are humans,with sticky fingers and huge responsibility for the host...at one stage ABB had a kids come free policy which enraged all hosts as a couple for example, a couple say with 2 kids each under 12 ( modern families) is 6 humans for the price of one room.

My home has no stairs but one bedroom leads off the kitchen /dining room where all kinds of danger lurkes in the form of gas hobs electric appliances , knives etc etc don’t bear thinking about.

8 months ago
9
M Adamopoulou

Sara you have a point about children. If your place is not safe for children is best that it is stated in listing.

As Larry stated above "it's not just a business I get a lot of pleasure from seeing happy people and their happy children" being retired as I am I absolutely understand his moto. As we grow up we tend to see things in another way.

Wishing a nice week to all.

8 months ago
1
Natalia

Vegetarian and vegan hosts could simply put a minibar (fridge) in the rooms they rent out.

8 months ago
5
Sara Jarvis

M.Adamopoulo I am also retired I am way older than you or Larry and like hosting but cleaning baths and toilets for strangers who don’t leave reviews is really tough......I have a lot of children so love them but couldn’t risk them or guests kids getting injured.i do have ‘not suitable for kids’ but people don’t read on here as easily as ABB....don’t know why.

8 months ago
9
M Adamopoulou

Oh Sara Jarvis who likes cleaning although I’ve done it all my life. My house was always full of friends staying over some of them for many days. Nowadays I have cleaning ladies doing the rough job. Kids are wonderful to be around even if they are mischievous. They bring us joy. Don’t worry so much about them they have their parents watching out for them. I was also worried in the beginning but now I’m more relaxed and enjoy their company trying to be a part of them.
I’m so glad Leandri is here with us again. We missed her...

8 months ago
2
Mcdanielhugh

Apart from FIRE regulatory notices I do not post any rules, I think doing so projects a bad image and places the establishment in a poor light I think an establishments marketing can attract guests that fit a profile and dissuade others.

I warn guests which of the farm animals are not sociable and recommend they do not enter a field unsupervised ...and on the yard, defiantly do not get eye contact with our black turkey... but that's all done in conversation

8 months ago
9
M Adamopoulou

Love your farm animals and especially the turkey. We have plenty of them in the neighborhood and I love hearing them all day gloo gloo gloo!!!!!

8 months ago
1
Karen

Hi

House rules. I can see some people don't agree with them, but sometimes you have to have some. Mine include locking the front door, a simple matter of security (you only have to press a button so it's not hard) and parking on our side of the driveway (I like happy neighbours) and leaving the shared bathroom as you find it (I like happy guests too)

I've got a couple of approaches to try and give guests the information they need. Firstly, I give guests a small sheet of paper when they arrive with the stuff I think is vital - room keys and locking the front door, where to park and what time breakfast is served. Secondly, in the rooms there's an information folder that talks about use of the laundry, our keeness for recycling, use of pool/beach towels and other facilities. Lastly, there's a sign in the shared bathroom that covers basic bathroom etiquette. I feel that rarely does a guest seem read this stuff and it's really frustrating. I've even put the WiFi password in the middle of the folder so people might read other info while looking for it, but it doesn't help. The bathroom floor still swims in water, the front door is still left unlocked, my lovely white towels go off to the beach, the bins fill up with recyclable materials.

Maybe I shouldn't mind so much but this little business is also my home. And I'm really at a loss!

8 months ago
9
M Adamopoulou

Hi! Karen and welcome to the forum. I absolutely agree with you about House Rules. This little business is also my home and that’s why I proposed to fellow partners and booking .com if there could be a possibility to include our extra House Rules to our listing. That way at least guests will acknowledge them and agree to them before booking. If you also agree to this suggestion please send feedback to booking.com. Maybe they will consider to give it a thought.
Have a nice weekend...

8 months ago
1
Beatrice Lioy

Hi Karen and M Adamopoulou. I totally agree with both of you as I rent a room in my own home as well. I have tried several times to ask if I could add extra rules that guests can read before booking in order to avoid to have to tell them only after, which can be really annoying, but this was not even considered by BDC. They suggested to send a private message after booking, which is absurd. This was fine until I got a terrible review from a guest that did not read that message and was very disappointed. So if this has to impact on my business then no thank you. Much better with Air bnb despite the fewer guests.

If you go on the description of your property, you can click on “request a change”. And so I did, asking to show My description of MY property, including those house rules that I want to be super clear to everyone. I have been told I can’t as it would impact on the search tool and I would probably get less bookings! I said I rather having less bookings but from aware people, and they said they basically don’t care about what I think. All this is purely because less booking for me would simply mean less money for them. I find this absurd as it’s my house and I want to be able to do what I want with it. The person that left a shit review actually had an allergic/ asthmatic wife that came into MY HOME and looked at my cat as it was a piece of poo only because she didn’t read the message that stated that we have a cat.

I believe they want to get more people to rent their spaces on BDC so they are involving shared homes, but their system has not been adapted to this type of renting and we end up paying the price.

People think about BDC as an app they can use to book hotels. Very few know that homes are also an option and it is not enough clear.

Continue to contact the costumer service people! Something has to change!

8 months ago
9
M Adamopoulou

Hi! Beatrice-Lioy and welcome to the forum. The more we send feedback to booking. com the more they will think about it. So let’s everybody send a feedback for House Rules.
Have a pleasant weekend....

8 months ago
7
pibomarco

The most important one:

"For the comfort of other guests we have strict no noise policy after 10 pm.

No Party Policy is designed to ensure that all our guests can enjoy their time with us and not be inconvenienced through noise and action of others. Any guest failing to comply with this may be asked to leave without refund."

8 months ago
5
Graham Fisher

I can understand the reason for your "No noise" rule pibomarco; unfortunately the definition of "noise" is the problem... illustrated for me last week - two elderly ladies in a twin room were talking into the early hours of the morning - just talking; but two other guests complained to me about the "noise which kept us awake..."

As usual with guests - what is reasonable to one guest, is unreasonable to another.

8 months ago
4
k2u

pibomarco,

Yes we have a strict noise control policy as well. It is fair for all of our guests not to have to hear excessive noise. Quiet time is from 10pm-8am. The guests see this on their registration sheet, and sign underneath.

However some people do not realize they are being too loud. If, as Graham said, people are talking to all hours of the morning, they may have not realized they were being too loud, so I kindly let them know they are being to loud if a guest comes to let us know. Now if the guests were blaring music, laughing (partying) then that is a completely different situation.

Also on this same registration sheet it states, if found smoking in the room there is a $50.00 charge or any damages occur from the guest or visitors of the guest, their card used at time of arrival, will be charged accordingly. We generally do not have to do this. We tell every guest to read before signing. I believe that is the only thing majority of guests read. They will be asked to leave if any of the above occurs with the exception of the noise.. We may have to remind them of the hour it is, If after being told and still it occurs, then they are asked to leave with no refund.

We have had too many guests NOT reading check in check out times and cancellation policy on any of the booking sites. If a guest calls in for reservation, they are told all of this at time of booking.

8 months ago
7
pibomarco

Written policies ofcourse are not effective every time for every guest, But for some guests it sure does work - for those who care. These policies are helpful, when I have to intervene (with some sort of proof - "you were notified, that's our policy").
There is no magic recipe how to control all our guests (patients)..

8 months ago
3
Corinne Orde

Hi Beatrice,

I agree that it's very frustrating that we aren't allowed to supply our own descriptions of our property in tour own words, but the way to make sure that bookers are aware of the fact that they're booking a room in a home where there's a resident cat, is to make sure that your cat features in some of the exterior shots. Then allergic/asthmatic guests won't be able to complain that they didn't know about the presence of the cat. You can use images to give out all kinds of clues about the kind of property it is, and pictures speak louder than words. People tend not to read rules and small print, but as a general rule they do enjoy looking at pics, and will often base their final booking decision on the look of a place, so there's a good chance they will have seen the cat and gone "Ah!" in delight or "Oh!" in horror. I've had guests who came to my house because they saw the pic of the deer in the garden. I've had other guests who came because their child wanted to meet the ginger cat.

Corinne at Bressenden

8 months ago
1
Beatrice Lioy

Hi Corinne, I agree with you and I have thought about doing that, but my cat is particularly good looking and when I moved to England I have paid almost a thousand pounds to import him as well from my home in Rome. You can immediately see he’s not like any other cat and he’s only 7 months old. I really do not want to encourage people to come here thinking that if we go out the can steal him or the kids can bother him or what so ever.
And I can’t even post pictures of the kitchen as I do not want them to think that they can use it. It’s very tricky and I am really not happy with what BDC is doing. We are having to text guests to make them aware of many things and many times they request to cancel for free a non refundable deal.

8 months ago