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How to Manage Airbnb Guests Bringing Extra Visitors

One of the major frustrations that Airbnb hosts face is when guests sneak in more people than they booked for. Airbnb guests do this to save money, and this can come at the expense of the host. Guests bring secret extra visitors to avoid the extra person fees or to ignore the max occupancy of your rental.  

As a host, you should be proactive in discouraging guests from doing this because it will add to the wear and tear on your property and increase your utility costs.

How to Manage Airbnb
Make sure you are controlling how many guests are visiting your rental.


How Will I Know if a Guest Brought Extra People? 

If you use self-check-in, you might not know if guests are ignoring your maximum occupancy. To ensure you’re always aware of the number of guests in your Airbnb consider installing an exterior camera.  

If you don’t have a camera, your cleaner will usually have a good idea of how many people stayed. They can judge by the amount of mess left behind, the number of linens that need washing and how many provisions need replacing.   

Read now: What You Should Do When Your Airbnb is Damaged 

How Can I Know for Sure? 

If you’re running a self-check-in listing, you should invest in a camera for each entry door of your Airbnb for security reasons. Once you have a security system set up you can also use this to monitor how many guests are using your Airbnb.    

With extra people staying in your rental, they’ll be increasing the wear-and-tear on your property, using extra provisions at the cost to you, and increasing your liability. As the number of guests increases, so does the risk of an injury or accident on your property.  

What Should I Do if They Bring Extra People? 

It can be daunting to approach a guest who has broken the house rules, after all this always comes with the risk of a bad review. However, it’s best to confront them anyway as they’re breaking the rules they agreed to when they booked with you. If they do write a retaliatory review, you can contact Airbnb to have it removed. 

Read now: How to Prevent Guests Throwing Parties in Your Airbnb 

The best way to confront a guest is to give them the benefit of the doubt. People are more likely to respond well if you approach the situation by assuming their rule-breaking was an honest mistake.   

For example, you could say: “I’m sure it was just an honest mistake, but I’ve noticed you have more people staying than the booking allows.”  

By handlining the situation this way guests will usually be apologetic and agree to the extra person charges relatively easily. If guests have brought a lot more people than the max occupancy, the next step is to contact Airbnb to cancel the reservation and assist you in asking the guests to leave. 

Don’t be afraid to confront your guests!

How To Avoid The Situation 

Not all Airbnb properties will encounter the issue of extra guests. But if your rental is quite spacious people might be more likely to bring air mattresses for extra guests. Or, if your listing is particularly cheaper than other similar properties, it might attract guests who will try to avoid the extra person fees. 

To discourage guests from bringing extra visitors add the following rule to your house rules: 

  • Any guests beyond the number listed on your itinerary will be charged a penalty of £50 per person per night.
  • We reserve the right to terminate your stay without a refund if you exceed the maximum occupancy. 

This should reduce the number of guests sneaking in visitors. If you add the rule to your automated check-in messages, any guests who have unknowingly missed the rule will be able to disclose their guests to you and adjust their booking accordingly.   

Read now: How to Avoid Troublesome Customers Booking your Airbnb 

Unapproved extra guests in your rental can be frustrating for hosts to deal with, follow the steps above for a simple stress-free guide on how to manage it.  

For further advice for managing your Airbnb speak to one of our advisors today at Keey. 

How to Have a Healthy Tenant-Landlord Relationship

Understanding how to deal with people is an important skill. As a landlord, you have a duty to support your tenant and cater to their needs. You should be mindful and attentive to their wellbeing and make sure that you are doing what you can to nurture the relationship correctly from the start. 

The relationship between landlord and tenant can vary from person to person. In some cases, the relationships may form effortlessly, while in others, the two sides just can’t seem to find common ground and might eventually have to move on. It takes considerable effort from both parties to create and maintain a good relationship. 

For the landlord, there are some things that you can do to help build and maintain a healthy and respectful relationship with your tenant.  

Below are some tips that you can take as a landlord to forge such relationships, and reasons why those steps are so necessary.   

How to Have a Healthy Tenant-Landlord Relationship 

  1. Be Accessible 

Ensure that you provide your tenant with a clear and direct line of communication with you in case they have any concerns about the property, or need to get in touch with you for any other reason.  

If your property is managed by an agent, you may still want to consider giving the tenants your contact details in case of an emergency. 

Doing this will demonstrate to your tenant that you genuinely care and will give them a sense of trust and confidence in you as their landlord. 

Read Now: Managing Your Airbnb: How to Create a Welcoming Space 

  1. Communicate  

It’s beneficial to take steps to maintain a communicative relationship with your tenant. Be approachable and available. This will help them feel comfortable discussing their concerns with you.  

Communicating these concerns will help build trust and loyalty between you and your tenant. Having a communicative relationship can help to resolve disputes easier, and can often help to avoid them altogether. 

Show your tenants that you are taking any issues they raise seriously by being open, displaying active listening skills, and asking questions. 

Read Now: How to Better Your Communication with Airbnb Guests 

  1. Be Understanding 

As a landlord, it is important for you to be understanding of your tenants’ needs. Although there may be times where you’re faced with difficult situations with your tenant and property, it is important for you to keep a level head and consider what is also best for the tenant. 

While you need to carry out your duties as a landlord, and you rely on that income from your property, some situations require a more delicate approach… 

For example, notifying your tenant about sensitive issues such as rent increases, rent arrears, or property inspections. 

Avoid being too confrontational or demanding. Situations like these may require a level of empathy, particularly with good tenants who are usually dependable. 

  1. Be Reliable 

As a landlord, one of your main responsibilities is to be reliable. Your property is not just an asset, but also someone’s home. Therefore, the job of landlord involves carrying out your responsibilities as best you can. 

As a landlord you should: 

  • Be attentive 
  • Take your tenants’ concerns seriously 
  • Make an effort to resolve issues as soon as possible. 

Always try to deal with problems within a reasonable time frame. For more lengthy, complex issues, such as severe repairs, you may need to explain to your tenant that the issue is being resolved and that it may take a while. You should also offer to keep them updated on any developments.  

  1. Use Multiple Channels of Communication 

Use multiple channels for communicating important information. Too often, landlords rely solely on one channel of communication such as an email or written notices to inform their tenants of important events, conditions or deadlines. These can be easily missed, leading to unpleasant surprises for both parties. 

Taking the time to call or visit in person, in addition to providing written notice helps build a better relationship with your tenant.  

  1. Respect Their Relationship with the Property 

Remember, it may be your property, but it is also your tenant’s home. That is an emotional relationship and as a landlord you should not forget that. 

You have to be mindful and respectful that this is the tenant’s place of belonging. Always ask permission and give notice when you need to enter the property.  

Read Now: Important Renting Rules for Landlords and Tenants to Follow 

  1. Update and Maintain the Property 

As a landlord you’re generally responsible for the upkeep of: 

  • The structure and exterior of your home – the walls, roof, foundations, drains, guttering and external pipes, windows and external doors 
  • Basins, sinks, baths, toilets and their pipework 
  • Water and gas pipes, electrical wiring, water tanks, boilers, radiators, gas fires, fitted electric fires or fitted heaters. 

As well as this, you have to ensure that your property is fit for human habitation.  

Your home might be unfit for human habitation if for example: 

  • There’s a serious problem with damp or mould 
  • It gets too hot or cold and can’t be regulated 
  • There are too many people living in it 
  • It’s infested with pests like rats or cockroaches 
  • It doesn’t have a safe water supply. 

Read Now: 5 Things You Shouldn’t Do As A Landlord 

  1. And… Remember that Your Tenants Are People Too 

At the end of the day your tenants are people just like you. Treating them with a bit of kindness and understanding goes a long way.  

If you view your tenants through that human lens, you’ll form strong, reliable relationships that benefit both your tenants and your bottom line.  

At Keey we have a range of management options as well as advice that will help your rental properties flourish. Get in touch with one of our experts today!    

What You Should Do When Your Airbnb is Damaged

As the host of an Airbnb, there’s no denying that you’ll be wanting to make sure your property is going to be in an acceptable working condition for your guests – especially the beds. Now, you’ll want to have good quality furnishings so that no problems occur during your guests stay. 

Read Now: Advice On Beds at Your Airbnb 

On occasion, you may find that your property has become damaged in some way since your guest’s arrival. This can vary from:

  • Damage to an item, such as a framed picture or a vase.
  • To a part of the property itself, like a wall, stair bannister, or the floor.
  • It can even be an expensive appliance or amenity.

Once you’ve discovered that something along these lines has happened, it’s perfectly acceptable to be unhappy about it. It’s just human nature. The important thing here is how you manage the situation. Obviously, you’ll need to be civil about it, but there are steps you’ll need to take to alleviate the problem. 

Here are five things you’ll need to keep in mind when your property has become damaged. 

Mistakes Can (and Will) Happen 

It’s as simple as that. We all make mistakes. It’s what makes us human. The key thing to take on board with this is to remember that just because a mistake has occurred, it doesn’t mean it’s the end of the world. Granted, the damage done may be bothersome when it’s happened, but once the issue has been resolved, will you still have that frustration? No. 

You should also be mindful that your guests may not be as immaculate and careful as you are. Particular guests are clumsier than others, and the hygiene levels of pets may be lower than that of the guests themselves. 

Do you know what type of guests are more likely to be clumsy and have lower levels of hygiene? Pets and children. It’s ultimately up to you to decide who you want to stay at your Airbnb, but you should always consider their likelihood of causing damage.

Read Now: How to Manage Having Pets at your Airbnb

Accept Wear and Tear 

Nothing lasts forever. It’s just a fact. 

Whether that’s the carpet, furniture, appliances, or any accessories you have around the property to make it appear snazzy; you’ll have to replace them eventually. Wear and tear is just a part of life. 

No matter whether your guests speed that wear and tear up, there’s no point in expressing frustration with them. Remember – this may be your property, but it’s not your own home. Even if it was, anger won’t solve anything. 

Collect Evidence for Compensation 

A no-brainer when your property has become damaged is that you’ll want compensation. This is especially true for the repairs that’ll consequently be needed. It would be ideal for you to charge your guests with a security deposit, as you’re more likely to recoup your losses that way. 

However, to receive said compensation, you’ll need to submit a damage claim to Airbnb. It’s not as simple as saying “there’s been damage to my property”. You’ll be needing evidence. As soon as the damage has occurred (or as soon as you’ve noticed it), take photos and record videos, especially in close-up, of the affected area or items. 

You must take notes on the exact order of events, who first noticed the damage (you, the guest, or a friend who’s helping you), and when (date and time). You’re more likely to receive compensation if your evidence is highly detailed. 

Communicate with the Guest 

In a perfect world, if a guest causes any damage, they would speak to you straight away about what happened and would offer to pay you for the repairs. 

But what if they don’t? 

Communicating with your guests is essential, whether they like that or not. As soon as you spot the damage, talk to them about what happened to see if they were aware of it, and ask if they’re willing to pay for the damages. 

You can communicate with them either in person or using the Airbnb platform. If you can’t achieve a satisfactory resolution to the issue and the guest is failing to cooperate with you, then you need to lodge a complaint against them using Airbnb’s resolution centre

Calculate the Costs for Repairs 

Now, it’s all fine and dandy to say that you’ll be wanting compensation for any damage that may have occurred. The real question is how much you think you should be compensated. After all, you’ll be needing money for those repairs, and you’ll want to make sure you have more than enough to pay for it. 

To figure out how much you should be compensated, do the following: 

Once you’ve done this, Airbnb can then determine your eligibility for compensation and how much they will pay for it.

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These were just five tips on what to do should your Airbnb property becomes damaged. If you would like some more advice on this topic, contact us at Keey today. 

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