Managing guest expectations: Setting clear rules for your holiday home

January 2024

When advertising your holiday home, clarity in the rules is the key to ensuring both hosts and guests enjoy a pleasant and harmonious stay. Join us in discovering how to manage your visitors’ expectations by establishing strategies based on hospitality principles, allowing you to set simple and easy-to-follow rules, contributing to a surprise-free experience.

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Rules in holiday rentals

In the fascinating world of holiday rentals, outlining rules from the start is crucial to ensure a seamless experience for both hosts and guests. We recommend providing a brief, clear, and concise summary of the terms and conditions associated with your property directly in the listing description.

This not only adds transparency but also prevents potential inconveniences during the booking. Here are some suggestions you can implement:

• Learn from past experiences: reflect on your experience as a host or manager and identify problematic situations from the past to learn from them. Analyze the mistakes made and use those lessons to refine and strengthen your current rules.
• Define basic rules: before delving into creating a comprehensive guide, make sure you have clear basic and fundamental rules. Consider all possible scenarios and conflicts that may arise, anticipating unexpected situations.
• Guide to avoid conflicts: create a detailed guide addressing every important aspect, from cohabitation rules to the proper use of facilities and services. Provide clear examples and hypothetical situations to illustrate your rules and avoid misunderstandings.

By following this process, you will contribute to building a positive relationship with your guests, who can positively comment on their experience.

Guest manual: A practical guide for a pleasant stay

When advertising your property on holiday rental websites such as Holidu, you have the opportunity to provide your guests with a detailed manual explaining the rules and expectations of your accommodation. This tool will be your ally in managing potential issues during the stay. Here is an example of the structure this document should have, along with the most important points to cover:

Friendly opening paragraph:

• Start the manual with a friendly greeting, using respectful words.
• Emphasize the importance of compliance with the rules, focusing on mutual collaboration between the guest and host.
• Mention the consequences of not following the regulations subtly, avoiding being too strict to prevent unnecessary discomfort.

General requirements:

• Establish basic communication rules between the guest and host, emphasizing the importance of maintaining an open line to resolve any situation. Encourage the use of direct communication channels between guests and hosts, whether through messages on the rental platform or through phone calls and emails.
• Highlight the importance of notifying any problems, concerns, or requests immediately to provide quick and effective solutions.
• Clearly specify check-in and check-out times, as well as any relevant instructions for arrival and departure.
• Inform about behaviour expectations during the stay, focusing on respect for the property and its surrounding community.
• Provide detailed information on what to do in case of an emergency, including contact numbers for local emergency services.
• Establish guidelines for special situations, such as lost keys or accidental damages, to address these scenarios effectively.
• Clarify cancellation policies and conditions for making modifications to the reservation.

Autonomous community regulations:

• Provide relevant information about specific legal requirements of the autonomous community, such as noise regulations or any other aspect that must be followed when hosting visitors.
• Specify rules related to noise, highlighting the hours during which a low sound level should be maintained to respect tranquillity.
• Include any safety regulations in force in the autonomous community, such as requirements for fire extinguishers, emergency exits, or any other aspect related to guest safety.

Accommodation rules:

• Clearly define the maximum guest capacity allowed, helping to avoid inconveniences with neighbours and ensuring the good condition of equipment and services in your property.
• Establish rules regarding the use of equipment and services on the property, such as appliances, sports facilities, or any other shared items. Encourage responsible use to maintain functionality and good condition in guest rules.

Host safety:

• Specify safety rules to protect yourself as a host, ensuring a trusted environment for both parties.
• Consider the use of smart locks for more efficient and secure control, specifying the functionality of codes or, alternatively, key handovers for access.
• Request that guests provide emergency contact information and details about who will be present during the stay.
• If possible, try to implement identity verification procedures to ensure that guests are who they claim to be.

Cohabitation:

• Establish cohabitation rules that promote mutual respect and harmony between guests and neighbours.
• Clarify the proper use of different spaces, equipment, and services in bedrooms, kitchen, bathrooms, living room, and outdoor areas.
• Specify how common areas should be used, encouraging order and cleanliness.
• Provide clear instructions on waste disposal and collaboration in environmental conservation, specifying the cleaning and maintenance expectations guests must meet during their stay.
• Establish rules in the rental house regarding car parking. Encourage order and mention the available parking capacity on your property.

Outdoor areas:

• Specify the permitted hours for using outdoor areas such as gardens, terraces, or balconies, establishing rules on noise and activities.
• Inform about capacity restrictions for events or gatherings such as birthdays or friends’ events.
• Prohibit dangerous activities such as throwing objects from balconies or terraces.
• Require proper care of plants, furniture, and decoration.
• Prohibit or inform about the availability of setting up temporary structures without approval (tents, awnings, hammocks).
• Establish restrictions on the use of barbecues, candles, or other items that may pose a risk in unauthorised areas.
• List prohibited activities, such as smoking, using fireworks, or lighting fires.
• Provide instructions on how to interact with neighbours in case of shared areas.
• Provide information about the location of first aid equipment and procedures in case of an emergency.

Pool or jacuzzi:

• Specify operating hours for the pool, establishing rules on pool use during the night.
• Indicate if the pool should be supervised by an adult at all times when hosting families with children.
• Prohibit disruptive, noisy, or dangerous behaviour in the pool area.
• Establish a maximum limit of people allowed in the pool area.
• Request that guests shower before entering the pool.
• List specific activities allowed or prohibited in the pool area (throwing objects, running, playing ball, entering with glass or food).
• Add visible notices with regulations at the entrance of the pool area.

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