From time to time, a guest may break your rules during their stay. We are hosts, too, and we know how frustrating this can be!

First, contact your guest directly

Yikes! Guests may not realize they've broken the rules, so we recommend giving them the benefit of the doubt - that said, it's important for you and your home that guests understand and follow your rules.

Here’s how to best handle the situation:

  1. Ask them to stop. Message your guest (through Airbnb, or email for Loftium Stays guests) so there's a 'paper trail' citing the rule they are breaking and ask them to stop immediately. Depending on the type of issue, it’s best to ask if they knew they were breaking the rule, and/or to confirm they're the cause of the bad behavior.
  2. If necessary, call or text them. Some guests may not check Airbnb messages or emails right away - if they haven't responded, call them. Ask if they saw your message, get the details and ask them to stop breaking the rules.
  3. Leave a note on their door. Your guest is very unlikely to miss this message!
  4. Chat in-person. Asking face-to-face goes a long way.

IMPORTANT: Always write a followup message to your guest citing the details of any interaction (call/text/in person) for documentation. Should the guest continue to break the rules or refuse to stop, you may need to contact Loftium or Airbnb to get involved and having a paper trail will be key.

How to approach your guest

Some example messages you might send, to get you started:

  • Hi there, it's your host! Reminder that smoking is absolutely not allowed on my property and this is an important part of my listing's house rules. Please don't smoke in or around my home. Can you let me know as soon as you get this message? Thank you!
  • Hi there, it's your host! Reminder that my listing is for a maximum of 4 guests and unregistered guests are not allowed in the space without my approval. Please let your group know this, and unregistered guests must leave as soon as possible. This is an important part of my listing's house rules. Can you let me know as soon as you get this message? Thanks for your understanding!
  • Hi there, it's your host! Reminder that my quiet hours are after 10 pm for my home, can you turn off the music/turn down the TV in the space? This is an important part of my listing's house rules. Can you let me know as soon as you get this message? Thanks for your understanding!

If your guest continues to break the rules

Contact Airbnb directly or the Loftium team (for Vrbo or Loftium Stays guests) if none of the above methods work, and your guest continues to break the rules. Your guest reservation may be canceled if they do not correct their behavior and may be asked to leave.

When you're able, please reach out to Loftium to report the incident.

For urgent situations

Loftium Stays, Vrbo and Airbnb are strictly against illegal activity occurring on their platforms. If your guest committed a crime during their stay, including illegal drug use, take photos of any evidence.

Contact the authorities if you feel the situation warrants it.

For Airbnb guests, report this directly to Airbnb Customer Support. They'll open an investigation to ban them from the platform.

For Loftium Stays or Vrbo guests, report this directly to the Loftium team. We'll open an investigation to ban them from the platform.

When you're able, please reach out to Loftium to report the incident.

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