What are your house rules?

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    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, 

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    Chameleonhotel

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

     

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    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.

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    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

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    Graham Fisher

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

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    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.

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    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, 

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    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.

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    Natalia

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

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    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!

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    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...

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    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!

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    pibomarco

    I beleive that the decision makers knows quite well about our wishes, since they are operating with milions of hosts and BDC must receive a lot of requests that were denied when the host wanted to update the House rules / Fine print. 
    That is why I use a template message (which usually BDC recommends to do regarding additional rules ect). After each booking is made I send an email to the guest (with my "policies"). Sometimes we also inform the guest about the rules on their check-in. 
    I usually don't have problems with them not following the rules.. as one stated: BUT it may happen one day. Sure it will... this is just part of the business when you work with people. With the top patients I just let them be and waiting for the day when they'll check-out. I just don't tolerate partying and smoking.

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    Sara Jarvis

    I don’t take any deposit.

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    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.     

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    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. 

     

     

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    Albania

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

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    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?

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    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.

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    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.

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    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.

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    Ganesh Nqa

    Please read my name as Ganesh Shastri

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    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

     

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    Valiyathayil Homestay

     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

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    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.

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    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 

     

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    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.

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    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. 

     

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    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. 

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    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!!!!

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