What to Do When Guests Don’t Follow House Rules (Without Losing Your Cool or Your 5-Star Rating)

You’ve taken the time to write clear house rules. No smoking, no extra guests, no parties. And yet… someone breaks them. Whether it’s a guest sneaking in friends, lighting up inside, or treating your place like a frat house—it’s frustrating. You want to say something, but you don’t want to come off as rude or risk a bad review. So what do you do when guests break the rules? You handle it professionally, calmly, and in a way that protects your property and your peace. Here’s how.

1. Have Clear, Visible House Rules Up Front
Before you even host your first guest, make sure your house rules are listed clearly in three places: your Airbnb listing, your pre-check-in message, and printed inside the property. This isn’t just about enforcement—it’s about expectation. People are more likely to follow rules they’ve seen multiple times.

2. Use Warm but Firm Language
Your tone matters. Don’t lecture—lead. Instead of “No smoking ever,” say “To keep the space fresh for all guests, we kindly ask that you step outside to smoke.” It sounds friendlier but still sets boundaries.

3. If a Guest Breaks a Rule, Document It Immediately
Take photos, write down what happened, and gather any proof you may need. Whether it's smoke smells, extra cars, or loud noise, you want a clean record in case Airbnb has to get involved later.

4. Communicate Directly (and Calmly)
Message the guest through the Airbnb platform to keep everything documented. Say something like, “Hi [Guest Name], I just wanted to quickly check in—we noticed [insert issue]. Just a reminder that [restate the house rule]. Let us know if you need anything!” This keeps it friendly while showing you’re aware.

5. Know When to Involve Airbnb
If the rule-breaking puts your property at risk or violates your community rules (like a party or unauthorized guests), contact Airbnb Support right away. The platform will back you if you’ve clearly stated the rules and kept communication on record.

6. Leave a Balanced but Honest Review
Don’t let fear of retaliation stop you from being honest. You can say: “The guest stayed as booked but unfortunately did not follow the no-smoking rule. Communication was prompt, but this caused issues for our next check-in.” It’s fair, clear, and helps future hosts.

7. Reflect and Adjust Your System
If the same rule keeps getting broken, adjust your listing or communication. Add bold formatting. Move the rule to the top of your welcome book. Add signage inside. Every broken rule is a chance to improve your process.

You’re Running a Business—Not a Dorm
You can be kind and set boundaries. The best hosts aren’t pushovers—they’re calm professionals who keep their cool, protect their space, and continuously improve how they host.

And if you’re tired of handling rule-breakers, check-ins, or drama altogether, we’ll take over for you. BookedHosts offers remote and full co-hosting services so you don’t have to deal with this stuff ever again. Email info@bookedhosts.com or scroll down to apply to see if your property qualifies for co-hosting.

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