The majority of Airbnb guests are great. Respectful, quiet, and clean. We’ve all heard the horror stories – guests causing damage to a BNB, throwing parties, disturbing neighbours. And while it’s a rare occurrence, it is always a risk. As an Airbnb host you have a responsibility to manage that risk.

Be proactive

As a proactive host you can catch issues before they even arise and prevent negative experiences with guests. Before you allow a guest to stay with you, take some time to identify risk factors and properly vet the guest. Aside from reading their reviews, we have a few identifying risk factors that we take into consideration when we are approving a guest. Here are our red flags:

  • Are they from the city? When a guest is staying with us and they are from the same city as us, we always request further info. It’s important to us to know why you are looking to rent an Airbnb when you already live in the city. This could potentially indicate that an Airbnb is used for parties or other illegal or undesired activities that would break the rules.

  • Have they used Airbnb multiple times in the same month? If you notice multiple Airbnb reviews in one single month, this could potentially be a red flag. While some people travel frequently for their jobs, hopping from one Airbnb to another in the same city is a red flag.

  • Lack of communication. Is the guest dodging questions? Are they being vague about their reasons for visiting or their communication in general? If something feels off, this could indicate a potential problem guest.

 

At the end of the day, you are allowed to say no to a booking. Often in these cases, the business just isn’t worth the risk.

You should also ALWAYS outline the house rules before the reservation is confirmed, and confirm that your guest has reviewed the house rules upon confirmation.

There’s still a risk.

Of course, even after vetting your guest, there is still always a risk that they will cause issues. While this happens very rarely, as a host, it’s your responsibility to notice and take care of issues before they get out of hand. You need to be on top of things and you need to be attentive. This means maintaining communication with your guest, doing proper security check-ins, and checking in on your exterior security cameras to make sure that there is no surplus of guests at the unit.

When a guest breaks the rules

If your guest has broken the rules, your first action should be to communicate with them that they have broken rules. You should always be communicating in writing via the Airbnb app. Outline to the guest specifically what was done to break the rules. Depending on the circumstance, you may offer them one more chance.

Outline a timeline to correct their behaviour. You should also outline the consequences if the negative behaviour doesn’t stop. If the behaviour hasn’t been corrected within that timeline, remove the guest.

Example: Three guests are staying at an Airbnb. It is 10pm and there have been complaints of noise. You’ve reached out to the guest and told them that if the noise has not stopped by 10:30PM they will be removed from the unit immediately.

 

 

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Removing a guest from a unit

If they still haven’t corrected their behaviour, or if the behaviour doesn’t warrant a second chance, you will have to remove them from the unit.

Example: Your guests were told to quiet down by 10:30PM and have not made an effort to follow the house rules. It is now 10:30PM and they are still being extremely loud. Let them know that as a consequence their reservation is cancelled effective 10:45PM. They now have until 11pm to leave, otherwise you will notify authorities.

Most of the time, when a guest is told to leave, they will listen and leave the unit. However, in some rare cases a guest will refuse to leave. If this happens, notify authorities immediately and have the police assist in removing the guest.

Always be sure to document everything through Airbnb messenger so that Airbnb has records of the incident.

 

Responsible Hosting

There are a lot of reasons that some Airbnb hosts are hesitant to remove a guest. But if a guest is causing issues, you SHOULD remove them from the unit. It is your responsibility to prevent and resolve issues in your Airbnb. It’s absolutely necessary to handle these for the sake of the safety and peace of your neighbours, yourself, and the property.

If you want to learn more about responsible hosting, you can find our guide here.