KNOW YOUR RIGHTS AS A BUSINESS OWNER HOSTING GUESTS IN YOUR HOME
As a business owner providing accommodation in your home, it’s crucial to understand your rights and responsibilities. I was recently working with a hoster only to find that they really didn’t realise how much control they actually have.
This knowledge helps protect your property, maintain control over your business, and ensure a smooth experience for both you and your guests. Here, we’ll explore what happens when guests show up with additional unannounced people, incorrect information, or problematic payment details, and discuss whether you can turn them away if they’ve booked through a third-party platform.
1. Guests Turn Up with Extra People
One of the common issues hosts face is guests arriving with more people than originally booked. This can cause problems in terms of space, safety, and amenities. Some guests will argue that they do not mind sharing a bed with extras but what are you actual rights.
YOUR RIGHTS:
1. Contract Enforcement
If your booking terms clearly state the maximum number of guests allowed, you have the right to enforce these terms.
2. Additional Charges
If your policy includes extra fees for additional guests, you can charge accordingly. This should be clearly stated in your listing and booking confirmation.
3. Refusal of Entry
If the extra guests exceed the allowed number or violate your terms, you can refuse entry. This is especially important for insurance and safety compliance.
STEPS TO TAKE:
1. Communicate Clearly
When you discover extra guests, politely explain your policies.
2. Offer Solutions
If feasible, offer options such as paying the extra guest fee or booking an additional room if available.
3. Document Everything
Keep a record of all communications and any changes to the booking agreement.
2. Incorrect Information Provided by Guests
Guests may sometimes provide incorrect names, phone numbers, or other details, either by mistake or intentionally.
YOUR RIGHTS:
1. Verification
You have the right to verify the identity of your guests. This is crucial for security and compliance with local laws. Passport or drivers licence make this an easy remedy.
2. Correct Information Requirement
If the information does not match what was provided, you can request the correct details before allowing entry.
STEPS TO TAKE:
1. Verification Process
Implement a check-in process that requires ID verification.
2. Contact the Booking Platform
If you encounter discrepancies, contact the third-party booking platform for assistance.
3. Update Records
Ensure all guest information is updated and correct for your records.
3. Invalid or Wrong Credit Card Details
Discovering that a guest’s credit card details are incorrect or invalid can be frustrating, especially when it comes to securing payment for their stay. My advice is to always take a deposit.
YOUR RIGHTS:
1. Pre-authorisation
You can pre-authorize the card to ensure it is valid before the guest arrives.
2. Payment Requirement
If the card is invalid, you can request an alternative payment method.
3. Cancellation Policy
Enforce your cancellation policy if the guest cannot provide valid payment details.
STEPS TO TAKE:
1. Communication
Notify the guest immediately if there are issues with their payment details.
2. Alternative Payment
Request another form of payment or suggest contacting their bank.
3. Booking Platform
Report the issue to the third-party booking platform for support in resolving the payment issue.
Can You Turn Guests Away?
Even if guests have booked through a third-party platform, you retain certain rights to protect your property and ensure compliance with your policies.
Yes, You Can Turn Guests Away If:
1. Policy Violations
Guests violate the terms of your booking agreement (e.g., arriving with unregistered extra guests).
2. Identity Issues
Guests refuse to provide correct or verifiable information.
3. Payment Problems
Guests cannot provide valid payment details.
Considerations:
1. Clear Communication
Ensure that all policies are clearly communicated before and during the booking process to avoid misunderstandings.
2. Document Everything
Keep detailed records of all communications and actions taken.
3. Contact the Platform
If you need to refuse entry, inform the third-party platform to ensure they are aware of the situation and to seek their assistance if necessary.
CONCLUSION
As a host, understanding and exercising your rights is crucial for managing your business effectively. Clear communication, robust policies, and proper documentation are key to handling issues with extra guests, incorrect information, and payment problems. By taking these steps, you can ensure a safe, enjoyable experience for both you and your guests.