Details of the ground rules:
Positive review ratings: To ensure guest satisfaction, listings should consistently receive strong overall ratings and minimize negative feedback. Our experience shows that top-rated hosts usually excel in four key areas: honoring reservations, responding promptly to guests, providing clear and accurate listing information, and keeping their spaces clean.
Reservation commitment: Hosts are expected to follow through on confirmed bookings and ensure a smooth, dependable check-in process for guests.
Cancellations: Hosts should avoid canceling confirmed bookings unless there are exceptional circumstances outside their control. If cancellation is unavoidable, they should provide as much advance notice as possible and reach out to Vidle Housing for assistance if needed.
Check-in: Hosts should ensure guests can easily access the property at check-in—by providing accurate directions, updated entry codes, or other necessary details—and maintain that access throughout the stay.
Timely communication: Hosts or co-hosts should remain accessible to address guest questions or handle any unexpected issues that may arise before or during the stay. We understand that hosts juggle many responsibilities, and what counts as a reasonable response time can vary depending on the situation—such as the type of inquiry and the timing within the guest's trip.
For instance, if a guest asks a question that directly affects their stay:
Before the stay
When check-in is more than five days away, hosts should aim to reply to guest messages within three days. At this stage, guests are often looking for more information to help finalize their travel plans.
Leading up to check-in and during the stay
As check-in approaches or if a problem arises during a guest’s stay—such as trouble accessing the listing or a missing key amenity—timely communication becomes critical. In these situations, hosts should respond to guest messages within 1 hour during local daytime hours. If a host is unresponsive during these times, Vidle Housing may step in to assist the guest directly.
For all other messages received during the stay or within five days of arrival, it’s recommended that hosts reply within 12 hours during local daytime hours. This period is often when guests are preparing for their trip and may need important final details, like check-in instructions or directions to the listing.
Listing Accuracy
Booking Details: Any changes to an already confirmed reservation—such as adjustments to dates or pricing—should only be made with the guest’s prior approval.
Location Accuracy: The listing’s address and map location must be correct. If there are environmental factors—such as nearby noise sources—that could affect the guest’s experience, these should be clearly mentioned in the listing.
Accommodation Type, Size, and Privacy: The listing should clearly describe what kind of space is being offered (e.g., private room, shared space, or entire home), the layout (number of bedrooms, bed sizes, etc.), and what level of privacy guests can expect (such as the presence of other guests or staff on-site).
Property Representation: Guests should receive access to the exact space they booked. Descriptions and photos must accurately reflect the property. Switching guests to a different property is only acceptable with their prior agreement and confirmation through a formal trip change.
Amenities and House Rules:
Listings should truthfully list all available amenities—such as a kitchen, hot tub, or gym—and clearly outline any house rules. If a listing claims to offer "essential amenities," all items in that category must be available. Any limits to amenity use (like seasonal pool access or time-restricted gym hours) must be clearly disclosed.
Listing Cleanliness
All listings should be clean and free of health hazards before guest check-in
Health and safety: Listings must be safe and free from health risks, such as mold, pest infestations, or other hazardous conditions.
Cleanliness: Hosts are expected to maintain a high level of cleanliness, ensuring the space is free from excessive dust, pet hair or dander, unwashed dishes, and other signs of poor upkeep.
Guest Turnover: Hosts must thoroughly clean the space between guest stays—this includes tasks like laundering linens, taking out the trash, vacuuming or sweeping floors, and wiping down surfaces.
Reporting a violation
Guests are encouraged to report any suspected or confirmed violations of these hosting standards as soon as possible. If an issue arises, we recommend the following steps:
Reach out to the host first – They’re usually in the best position to address and fix problems quickly.
Document the situation – Use the Airbnb message thread, photos, or other relevant evidence to keep a clear record.
If the issue isn't resolved – Guests can contact Airbnb directly or submit a refund request through the Resolution Center.
Share honest feedback – Leaving a review helps the host improve and gives future guests a clearer picture of what to expect.
Holding hosts to these ground rules
We are dedicated to upholding these core hosting standards. When a potential violation is reported, Vidle Housing will reach out to the host to gather more information about the situation.
Depending on the circumstances, our response may include educating the host about relevant policies, issuing warnings, or, in cases of repeated or serious violations, suspending or removing the host or their listing from the platform.
Additional actions may be taken based on the severity of the issue. These can include canceling current or future bookings, withholding or refunding payments, and requiring hosts to provide evidence that the problem has been resolved before they can continue hosting.
If a host cancels a confirmed booking—or is found to have caused a cancellation—they may also face consequences under our Host Cancellation Policy. However, Vidle Housing may waive penalties if the cancellation was due to certain unforeseen or valid circumstances beyond the host’s control.