Rental Rescue: Surprise Party!

Should you step in and enforce the rules, or let it slide?

Dom Trovato
December 16, 2024

Alright, here’s a sticky situation I stumbled across online:

Let’s dive in.

Situation summary:

You checked your Ring camera and saw something… interesting. Balloons, streamers, and what looks like the setup for a kids' birthday bash.

Here’s the issue: your house rules very clearly state NO PARTIES.

At first glance, it’s just kids having fun. But where there are children - there are adults, and adult gatherings can quickly escalate - especially when alcohol enters the mix. What starts as a daytime celebration can easily stretch into an all-night affair, long after the kids are tucked in.

Now you need to decide:

Do you step in and enforce the rules?
Or let it slide and hope your property survives the piñata attack? Then hope it doesn’t spiral into noise complaints?

This is a situation that needs careful handling.

Goal for the situation:

Address the situation quickly and professionally to prevent property damage & enforce house rules while maintaining a positive guest relationship.

How to prepare:

Review your house rules. Make sure they were clearly communicated and acknowledged by the guest.
Prepare to reference your rules calmly and professionally in a conversation, focusing on resolution rather than escalation.
Communicate as much as possible in writing, on the Airbnb app.

Sample conversation:

🏠 Host:

"Hi [Guest Name], I hope you’re enjoying your stay so far! I noticed some activity on the property that looks like a gathering, and I wanted to remind you of the house rule that prohibits parties or events. I’d like to discuss how we can address this together."

✈️ Guest:

"It’s just a kid’s birthday party. It’s not like we’re having a wild party. I don’t see what the issue is."

🏠 Host:

"I completely understand that it’s a kids party, and I appreciate you sharing that with me. However, the no-party rule is part of our house rules, which you agreed to when booking. These rules also align with Airbnb’s policy prohibiting unauthorized parties, and they’re in place to protect both the property and the neighborhood."

✈️ Guest:

"But it’s just a few people, and we’ll clean up. We’re not doing anything wrong."

🏠 Host:

"I hear you, and I appreciate your effort to keep things under control. That said, any event or gathering beyond the intended use of the property as a short-term rental is considered a violation under Airbnb’s Terms of Service. To avoid further issues or penalties from Airbnb, I need to ask that the party be stopped immediately. Let’s work together to adjust the plans while still ensuring you have a great experience during your stay."

✈️ Guest:

"Fine, but I think this is unnecessary."

🏠 Host:

"I understand your frustration, and I’m here to make this as smooth as possible. If you’d like, I can recommend a local park or family-friendly venue where you can continue the party. I truly appreciate your cooperation and understanding."

Tactics used:

Have empathy. Acknowledge their feelings, but don't back down.
Reference Airbnb’s Terms of Service and the agreed-upon house rules to reinforce the policy.
Remain calm, clear, and consistent in enforcing boundaries.

Follow-up actions:

Monitor the situation closely via the Ring camera to ensure compliance.
Send a message confirming the discussion:
“Thanks for understanding the no-party rule. Please let me know if you need any assistance during your stay.”
Report the activity to Airbnb via the platform if the guest continues to disregard the rules or escalate the situation.

Build a better future

The best way to handle these situations is to prevent them from happening in the first place. Here’s a few tips:

Before the stay, you can include a proactive message thanking the guest for agreeing to your house rules and emphasizing their importance.: “I wanted to remind you that the property is a no-party space, as stated in the house rules. This ensures a great experience for all guests and helps us comply with Airbnb’s policies.”
Post clear, visible reminders of the no-party rule in the property (e.g., on the fridge or in the welcome guide) to reinforce boundaries.

Take a moment to review your own procedures to make sure you’re prepared if this situation happens to you. How would you react?

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