This outlines the steps to take when a guest is found violating house rules — including hosting unauthorized parties, causing disturbances, or breaking any outlined rental agreement terms.
Why This Matters
House rule violations, particularly those involving noise, parties, or unauthorized guests, can result in property damage, strained neighbor relations, and listing penalties on platforms like Airbnb or VRBO. Following this SOP ensures issues are addressed quickly, professionally, and in line with company policies to minimize risk.
What You Need
Access to security camera footage or neighbor reports
Access to guest communication platform (e.g., Airbnb, Hostaway)
Familiarity with house rules listed on each booking platform
Supervisor or manager available for escalation if needed
Understanding of local regulations (e.g., noise complaints, occupancy limits)
Steps
1. Confirm the Violation
Check the security camera, noise monitoring tools, or neighbor messages to confirm whether the guest is violating any house rules (e.g., having a party, bringing unauthorized guests, making noise past quiet hours).
2. Notify Internal Team
Immediately notify the team in the Guest Communications or Operations WhatsApp group with:
Guest name and property
Time/date of incident
Evidence (e.g., screenshots, video clips)
3. Contact the Guest
Message the guest through the platform where they booked, using a professional but firm tone.
Remind them of the specific house rules being violated and request immediate compliance.
Example:
“Hi [Guest Name], we’ve noticed activity at the property that violates the house rules, specifically regarding [e.g., noise level/unauthorized guests]. Please address this immediately to avoid further action.”
4. Escalate If Necessary
If the guest does not comply within 15–30 minutes:
Contact Airbnb/VRBO/Hostaway support to report the violation
Consider sending security or making a formal noise complaint to local authorities if necessary
Escalate to the manager on duty for decision-making (e.g., removing the guest, charging a fine, etc.)
5. Document Everything
Take screenshots of:
Guest messages
Any visual/audio proof
Booking details
Save this in the appropriate incident folder or tracking sheet
6. Follow-Up After the Stay
Depending on the severity, issue a penalty fee, leave a public or private review, and report the guest on the platform to protect future listings.
Debrief with internal team for any learning/improvement.
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