Dear WuBookers, the world of hospitality is full of rules: those for statistical purposes or linked to regulatory bodies, those imposed by local and international laws (such as the recent DAC7 regulation), those required by OTA platforms, and the list goes on. But this doesn’t just apply to hoteliers, owners and property managers. In fact, guests must also comply with the terms set out in the holiday contract and by the property. In this article, we’ll look at how to write clear and effective holiday home rules and why they can make all the difference.
Why you need rules for your holiday home
Some might wonder why it’s necessary to draw up rules for a holiday home or B&B when there are already agreed documents and clauses in place in the relationship between the operator and travellers. Although it may seem superfluous or even excessive, the rules are very useful for protecting the property and building a relationship of mutual trust and respect. It is not, in fact, a matter of imposing restrictions, but of giving guests the chance to enjoy their stay without encountering unpleasant or unexpected incidents that could spoil their experience and, consequently, the property’s reputation. In other words, it serves to ensure that travellers’ expectations are met and to protect owners and agents from potential property damage or reputational harm. This applies in general, but particularly to flats located within apartment blocks, where tourists and residents might inconvenience one another. Furthermore, we must not forget that people from other countries or with different cultures may have habits that differ greatly from our own: a set of rules on acceptable behaviour and the proper use of spaces therefore becomes a tool to ensure a peaceful and friction-free stay.
How to write the rules
Before delving into the specific rules to be included, let’s consider the form and format of the document.
It is important that the document is:
- written in a clear and accessible manner: avoid convoluted phrasing or ‘bureaucratese’ as much as possible, even when referring to specific laws or regulations. This will make the rules more straightforward and, therefore, harder to ignore or misinterpret;
- written in a friendly tone: even if you run a B&B or a luxury holiday home, it is important that the text is consistent with the style of the property but, at the same time, welcoming to guests. Nobody likes being given orders or receiving prohibitions in a brusque or imperious manner: it is better to opt for kindness;
- translated into several languages: it may seem trivial, but it can happen that, in the heat of the moment, some essential points are missed: so remember to make things easier for your guests from a linguistic point of view too;
- well-reasoned and explained: rather than simply imposing rules from above, why not offer travellers a concise explanation of the reasons behind the rules, with a little extra background information? This too will make their stay easier, engaging them more closely and making even the rules they might find less appealing more palatable;
- shared appropriately and effectively: printing multiple copies and placing them in clearly visible spots, such as a table at the entrance or on the wall, is certainly useful, but it may not be the only way to ensure they are read in good time. You could, for example, also send them electronically a few hours or days before arrival at the property, perhaps using automated messages. For example, Zak PMS (the management software by WuBook for hotels, B&Bs and holiday homes) allows you to set up automated and personalised emails to send to your guests before, after and during their stay.
To make the rules even more effective, remember to specify the consequences (penalties, extra costs, immediate termination of the stay, etc.) for those who fail to comply.
What rules should you include?
Now that we know why it’s important to have house rules and what precautions to take when drafting them, let’s move on to the practical side. Here are the rules we think you might want to consider including, whilst always bearing in mind the legislation in force in your country and any other protocols that might conflict with or override the house rules.
To make things even easier, we have divided them into 5 main areas that you can also use to check whether what you have already written is complete or if anything is still missing.
- Guest management and access to the property
The first piece of information that should be made clear concerns the property’s maximum capacity: stating the maximum number of people allowed and the registration requirement helps avoid issues with safety, local authorities and insurance.
The presence of external visitors can also be regulated by explicitly stating whether it is permitted and under what conditions or at what times.
Speaking of times, reminding guests of the scheduled check-in and check-out times allows you to better organise cleaning and preparation of the accommodation and reduces the risk of delays and potentially unpleasant or difficult-to-manage situations.
If someone needs more time, for example to vacate the room, you can always offer a late check-out for an additional fee (this is also an upselling strategy!).
- Rules of conduct and neighbours
Another important point to avoid misunderstandings and complaints from guests and neighbours concerns the use of communal areas and any quiet hours.
Gardens, terraces and other shared areas accessible to guests must be kept in good condition, and it is advisable to specify this to avoid unpleasant surprises.
The same applies to building regulations: if there are designated quiet hours, these must be communicated in advance to respect the peace and quiet of the neighbourhood. Not all properties allow unauthorised parties or gatherings: if this applies to you, include this in the rules to provide additional protection against any complaints or damage.
- Use of the property and security
There are some rules that may seem unnecessary, but which can help the more absent-minded guests and protect you from potential future disputes. One of these concerns the safety of the property and of guests: remind them to lock doors and windows when leaving the accommodation and to keep their keys in a safe place.
If the holiday home is non-smoking, as well as reiterating this in the rules, mention the presence of smoke detectors and specify any penalty in the event of a detected breach.
Are pets allowed? If you run a pet-friendly property, make this clear in the house rules or expressly prohibit it.
Finally, do not overlook good practices regarding energy and resource conservation, such as the recommendation to switch off lights and air conditioning when guests are out of the property.
- Maintenance and cleaning
Different locations have different rules regarding waste management, and guests may not necessarily know how to dispose of their rubbish correctly. This is why it is essential to provide them with both theoretical and practical guidance on how to manage it properly, thereby avoiding the risk of waste accumulation or local authority fines.
Instructions on the use of the equipment provided, such as household appliances, barbecues, coffee machines, and electronic devices (including smart TVs or home automation systems) will certainly be appreciated as well as useful.
In general, it may also be strategic to include rules on the internal arrangement of furnishings and the care of upholstery or delicate materials.
- Financial matters and emergencies
Last but not least, there are aspects relating to emergencies and damage caused to the property. It is always a good idea to display the numbers to call for emergency services, such as the police, fire brigade and ambulance. As for breakages and damage, however, it is essential to ask guests to report them promptly and remind them of the terms and conditions of the booking, including any potential implications for the security deposit.
These are the main areas to focus on in order to provide practical support to those staying at your holiday home or B&B and to ensure that the property and its furnishings are treated with due care. That is precisely what the house rules are for!