⚠️ What to Do When Guests Break Rules Without Damaging Your Reviews

Every host faces it sooner or later: someone breaks a rule—extra visitors, loud music, smoke indoors. If you confront it the wrong way, you risk a retaliatory review. If you ignore it, you pay the cost. Here’s how to respond calmly, fix the issue fast, and keep your ratings intact.

1) Respond Calmly, Not Emotionally

Set the tone. A short, neutral message works better than a long lecture.

• If smoke or a lingering odor is involved: restore freshness immediately with Fruxe Odor Eliminator Spray to prevent guest-to-guest complaints and protect review scent comments.
• Use a friendly nudge: “Hey there—quick reminder that our home is strictly non-smoking. Could you please step outside if you need a smoke? Thanks for helping us keep the space fresh for everyone.”
• Keep it short: one or two sentences, then stop. Let the guest course-correct.

Pro Tip: Save two or three “nudge” templates in your phone so you never have to write while frustrated.

2) Focus on Solutions, Not Accusations

Many guests don’t realize they’re breaking a rule. Frame fixes, not blame.

• “We noticed extra visitors arrived. To stay within policy, let’s update the booking together.”
• “We’ve had a noise concern. Could you lower the volume a bit? We want you to enjoy your stay without neighbor issues.”
• “Our quiet hours start at 10pm. Thanks for helping us keep things peaceful.”

Pro Tip: Use “we” language. It sounds collaborative and reduces defensiveness.

3) Document Everything (on-platform)

Always communicate through the platform’s messenger so there’s a record. If needed, add a time-stamped photo (e.g., smoking evidence near a window/ash). Stay factual and brief.

Pro Tip: If you text or call, follow with a one-line summary in the platform chat: “As discussed by phone, thanks for keeping noise down after 10pm.”

4) Use the Review Window Wisely

If the stay was otherwise fine, consider a neutral, factual review. Future hosts need clarity without drama.

“Guest stayed 2 nights. Communication was responsive. House rules regarding indoor smoking were not followed.”

Pro Tip: Keep it objective. Don’t speculate on motives or add emotion.

5) Prevention Beats Damage Control

Make rules obvious and friendly before problems start:

• Post rules where action happens (balcony door for no-smoking, by TV for volume/quiet hours).
• Use plain language and keep it to 5–7 bullets guests will actually read.
• Put your rules in a mobile guide guests can access anytime via QR.

For step-by-step guidance on writing rules that get noticed, see: How to Write House Rules Guests Will Actually Read (and Follow).

To make your rules impossible to miss (and easy to update monthly), build a mobile, QR-based guide: The Living Guidebook: Build a Self-Updating House Manual with AI.

Copy-Paste Message Templates

Noise Nudge
“Hey there—quick note: our quiet hours are 10pm–8am. Could you lower the volume a bit? Thank you for helping us keep things peaceful for everyone.”

Extra Visitors
“Hi! We noticed additional visitors arrived. To stay within policy, we’ll need to update the booking. I can help with that—just confirm the guest count.”

No Smoking Indoors
“Hi—friendly reminder that the home is non-smoking. If you need to smoke, please step outside. Thanks for helping us keep the space fresh.”

Related Reading

• How to Write House Rules Guests Will Actually Read (and Follow)
• Luxury Toiletries for Hosts: Why Details Matter
• The Living Guidebook: Build a Self-Updating House Manual with AI
• Vacation Rental Host Challenges in 2025 (and How to Handle Them)

✨ Create Memorable Stays with Roomsium

At Roomsium, we believe great stays are built on the small details—from clear, guest-friendly rules to the way your place smells and feels the moment someone walks in.

Explore guest-ready essentials at Roomsium.com.