The Loyal Guest Dilemma

When your loyal guest forgets the fine print, do you enforce or empathize?

Dom Trovato
December 26, 2024

Here’s a situation where rules meet relationships - what’s your next move?

Let’s paint the scene: One of your regulars - top-tier guest, always follows the rules - books another stay. Smooth sailing, right? Then your trusty doorbell camera serves up a surprise: they’ve got a dog in tow. No disclosure, no pet fee.

Cue the record scratch.

You’re thinking, “Wait, what? They KNOW the drill!” But hang on a second—don’t let frustration drive the bus. It’s the holidays, and mistakes happen. Odds are, they didn’t re-read your house rules or forgot about the pet fee entirely. They’re comfy in your space—maybe too comfy.

How to Handle This Gracefully

Step 1: Avoid the Stress Spiral

If this guest has been loyal, accommodating, and respectful in the past, it’s worth considering letting this one slide. Loyal guests are gold. Losing one over a single oversight might cost you more in the long run than the pet fee ever would.

Step 2: If you decide to pursue the pet fee - send a polite and friendly message

Keep the tone professional but understanding. Here’s a great template to use:

“Hi [Guest Name], I hope you’re having a great stay with us! I noticed from our doorbell camera that you brought your dog along this time. As you know, we do have a pet fee of $[X] which helps us maintain our pet-friendly space. I’m sure this was an oversight—please let me know if you have any questions. We value you as a guest and appreciate your understanding!”

Why this works: You assume positive intent, keep it light, and give them an easy out to make things right. No tension, no awkwardness—just good vibes.

Step 3: Update Your Systems for the Future

Every hiccup is a chance to improve. Add these updates to your hosting playbook:

1: Consider updating your House Rules with something like:

Pets are [allowed with restrictions]. If allowed, pets must be declared during booking and abide by the following rules:

Pets are not permitted on furniture or beds.
Owners must clean up after their pets and take responsibility for any damage caused.

Unapproved pets will result in an immediate $[X] fee and potential claims for damages.

2: Consider updating your Booking Confirmation to include the number of pets:

“Confirming: 2 adults, 2 children, 0 pets.” This gentle reminder can avoid misunderstandings upfront.

The Big Picture: Relationships Over Rules

This situation highlights something all successful Airbnb hosts know: hospitality is as much about relationships as it is about rules. If a guest feels at home in your space, they’re more likely to return—and less likely to nitpick the fine print.

This loyal guest probably didn’t intentionally bypass your pet policy. It’s more likely they felt so at ease that they didn’t re-read the rules. And isn’t that the goal? To create a space where guests feel like they’re staying with a trusted friend?

After all, a loyal guest is worth way more than a one-time pet fee.

Happy hosting, and happy holidays!

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