Help CenterIt’s important to handle situations where rules have been broken carefully and professionally. Here are some steps you can take:
1. Address the situation promptly
Immediate action: If you become aware that a guest is breaking the house rules during their stay (e.g., noise complaints, extra unregistered guests, or smoking in a non-smoking area), contact the guest as soon as possible.
A polite reminder: Politely remind the guests of the house rules they agreed to when booking. Approach the situation calmly and explain how their behaviour is affecting the property or other guests (if applicable).
2. Communicate clearly
Be direct and professional: State which specific rule has been broken and why it’s important to follow it. Avoid being confrontational; instead, focus on resolving the situation.
Offer solutions: Suggest an appropriate course of action to rectify the situation, such as asking guests to reduce noise, clean up common areas after use, or comply with the property’s capacity limits.
3. Document the incident
Keep records: Document any rule violations with written details and, if possible, photos or videos. This will be useful if you need to escalate the issue later.
Third-party evidence: If neighbours or other guests are affected, ask for their input (with their consent) to support your case.
4. Escalate if necessary
Contact LekkeSlaap: If the guest continues to break house rules or refuses to comply after your initial communication, report the issue to LekkeSlaap. We may assist with resolving the conflict and enforcing the terms of your agreement.
Request early termination: In serious cases where the guest's behaviour is unacceptable or violates key rules (such as damage to property, illegal activities, or hosting unauthorised parties), you can request to end the guest’s stay early. Please contact LekkeSlaap for assistance in such cases.
5. Handle deposits and fees
Breakage deposit: If the guest’s actions cause damage to the property, you may be entitled to withhold a part, or the entire breakage deposit (if applicable) to cover the expenses.
Damage claims: If the guest has caused significant damage and there is no security deposit, or the deposit does not cover the costs, please contact LekkeSlaap.
Please also see: What to do if a guest damages my property
6. Leave an honest review
Review the guest: Once the stay has ended, leave an honest review of the guest, mentioning any rule violations. This helps other hosts to be aware of potential issues and ensures transparency in the guest’s behaviour.
Be fair: Keep your review objective and factual, focusing on how the guest's actions affected their stay and your property.
7. Update house rules if needed
Review your rules: After handling the situation, consider whether your house rules need to be updated or clarified. For example, if the issue involves excessive noise, consider establishing quiet hours or clarifying other expectations in your listing.
Communicate clearly: Make sure future guests understand your house rules by clearly displaying them in the listing, in communication prior to arrival, and in the property itself.
By handling house rule violations promptly and professionally, you can maintain control over your property and ensure that both you and your guests have a positive experience.