RESOURCES

Frequently Asked Questions

General

State in your listings that parties are not allowed without contacting you first, and set a certain number of day guests that are allowed. Anything above that number should be treated as extra guests for billing. When guests ask or if you catch them breaking the rule, consider the context. For example, allowing 5 free day guests for larger houses (6-10 bedrooms), but being flexible with dinner parties for longer stays or higher-priced bookings.
Discussion forums don’t reflect the real hosting experience. Very few people post that they just had a great guest stay and nothing happened. The only people posting are the ones with issues. With 10 STR properties, most bookings happen without issue. Most problems are handled without refunds. If something occurs which significantly affects the booking experience, whether your fault or not, offering some sort of refund is reasonable. You just need to build it into your business plan as a cost, find an income that suits you for the work, risk and investment, and then see if the necessary pricing will work in your area.
Contractors have been some of the most profitable guests over the last 2 years. Medium-term rental (MTR) is easier than STR—less turnover, and contractors are usually less picky about the property.
Base your decision on how much money you are earning from the rental and how much you think you will earn otherwise. If you earn substantially better on contractors staying for months than on normal STR, especially during winter months, it makes sense. The basis of the decision is always how much you expect to earn from the two paths. If one path earns substantially more, show a little more flexibility.
Figure market rate for your time and charge that. If unsure, ask another host in your area or look at Merry Maid pricing. Then create a receipt for the extra cleaning. Don’t gouge guests, but charge what they should pay for the extra cleaning. Take a positive viewpoint—you’re getting the deep clean paid for.
Decide based upon expected earnings. If it is close to the dates they want to stay, or there is some other benefit like booking a full week when you usually only book weekends, then consider it. Be aware that people asking for discounts can be a bit more likely to be picky, but not substantially more.
Get a Roku TV with a few premium channels. Disney, Max, ESPN and Prime work well since they can be used across properties with 3+ screens at once. One account can cover your house and about 5 properties. More often than not, guests just use their own streaming or cable accounts, so overuse of provided channels is rarely a problem.
You can only ask two questions: Is the dog a service animal required because of a disability? And what work or task has the dog been trained to perform? The service animal must always remain with the owner—if they leave it unattended in the house when they leave, it is not a service animal. You cannot charge a pet fee for a service animal; under the law, it’s not a pet, it’s medical equipment.

Reviews & Refunds

If you are going to do this over the long haul, you need to be able to compartmentalize these experiences and not let them affect you too much. Unfair things will happen when dealing with very large listing companies and many guests per year. It’s a cost of business. Fight it when you think you can win, but don’t spend too much mental energy on getting furious and fighting more than is worthwhile.
Don’t sweat bad reviews. They happen occasionally. Most guests understand that if you have a bunch of 5-star reviews and a couple of lower reviews, you are a good host. If you retained Superhost status, that’s confirmation. Hosts focusing on getting all 5-star reviews are focusing on the wrong metrics. If bookings are stable or up, then guests booking the place are not concerned about the occasional bad review.
Ask yourself what you value more—the money or the review? If you want the money, decline the refund. If you’re more worried about the review, give the refund. A middle ground is to tell them you won’t give a refund, but if they leave early and you find a new guest for those dates, you’ll refund the new reservation amount. A key point is whether you generally have good reviews—one bad review won’t hurt. If you’re getting middling reviews, additional poor reviews can harm you.

Booking Platforms

That is normal. Booking.com charges you the commission rather than charging guests a fee. You need to price accordingly by charging about 15% more for Booking.com. This sets the guest total cost close to even with Airbnb and VRBO.
They can be a huge pain. Guests may be slightly worse since Booking.com doesn’t have an effective rating system and doesn’t seem to weed out problem guests. However, you can get lots of bookings from them. Charge extra for Booking.com to mitigate the issues—higher-dollar bookings will be less likely to attract bad guests.
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