If a guest breaks your house rules, such as hosting an unauthorized party or exceeding the allowed number of guests, act quickly to protect your property and enforce your rental terms. The steps below explain how to handle a house rules violation, what documentation to keep, and when to involve Holidu Support.

How to Add and Share Your House Rules

Clear house rules help prevent violations in the first place. Your Holidu account includes several templates you can customize with your own rules, including House Rules, Welcome Book, and Emergency Numbers. You can share these with guests before arrival and place a printed copy in a visible location inside the property.

To access the templates:

1. Log in to your Holidu Account.
2. Click the Holidu logo in the top right corner.
3. Scroll down to Help & Resources.

Add the specific rules that matter most to your property, such as quiet hours, maximum occupancy, smoking and pet policies, and parking regulations. The more specific your rules, the easier they are to enforce.

What Steps Should I Take if a Guest Violates House Rules?

1. Communicate clearly and calmly.

• Approach the guest in a calm and polite manner.
• Explain the specific violation and refer to the relevant house rule, ideally shown in the welcome book or on a notice inside the property.
• Most situations are resolved with a friendly, clear reminder.

2. Involve local authorities if needed.

• If the guest refuses to comply or the situation escalates, for example due to excessive noise or safety concerns, contact local authorities.
• Inform Holidu Support immediately so the incident can be documented and you can receive help communicating with the booking platform.

3. Issue a formal warning and consider terminating the rental agreement.

• If the violation continues, send a formal written warning to the guest that outlines the consequences of further violations.
• If the guest keeps breaking the rules, you may terminate the rental agreement, and the guest must vacate the property.
• Notify Holidu as soon as you reach this stage so we can guide you through the next steps.

What Documentation Do I Need?

• Keep records of all communication with the guest, including messages, emails, and call logs.
• Take photos or videos of any damage or other evidence related to the violation, but only if it is safe to do so.
• Good documentation is essential for resolving disputes and for getting support from booking platforms.

Important Considerations

• Some booking platforms may require partial refunds if a guest is removed before the end of their booking. Check the platform-specific policies in advance.
• Timely and polite communication often prevents situations from escalating.
• Share your house rules with guests before arrival and keep a printed copy on-site so there is no confusion.

Summary

• Address house rule violations quickly and document every step.
• Find house rules, welcome book, and emergency number templates in your host account under Help & Resources.
• Contact Holidu Support if you involve authorities or consider terminating a rental agreement.
• Clear house rules and thorough documentation protect you in disputes and lead to faster resolutions.