How to define your key house policies

Your first step is to decide your firm rules on three key areas: pets, children, and smoking. Once decided, you must write them down clearly and make them easily available to guests before they book and during their stay. This manages expectations, avoids awkward conversations, and protects your property.

Pets

Deciding whether to allow pets can be tough. Whilst being pet-friendly can open up your business to a wider market of responsible owners, it also brings risks of extra cleaning, noise, and potential damage.

Consider the following:

• Yes or no? Will you allow pets at all?
• Any restrictions? If yes, will you limit the type, size, or number of pets per booking (e.g., "one small, well-behaved dog under 15kg is welcome").
• Extra charges? Will you add a one-off cleaning fee for guests bringing a pet? This is a very common practice.
• House rules for pets? Be specific. For example, are pets allowed on the furniture? Are they allowed to be left in the room unattended?

Tip: If you decide to be pet-friendly, make it a selling point. Mentioning things like a provided water bowl, a nearby dog-friendly park, or a welcome treat can attract the best kind of pet-owning guests.

Children

Similar to pets, your policy on children will define your target market. A family-friendly business has different needs and safety considerations than one catering exclusively to adults.

Consider the following:

• All ages? Do you accept children of all ages, or only over a certain age (e.g., "Unfortunately, our property is not suitable for children under 12")?
• Safety first: Is your property genuinely safe for young children? Think about stair gates, window locks, and valuable or breakable objects within reach.
• Equipment: Will you provide family-friendly equipment like a travel cot or a high chair?

Tip: Be direct and unambiguous in your marketing. Simple phrases like "Adults-only retreat" or "Families and children welcome" immediately tell potential guests if your property is the right fit for their needs.

Smoking and Vaping

This is the most straightforward policy. For the comfort of all guests and to protect your property from damage and smells, a strict internal non-smoking policy is the industry standard.

• Your policy should explicitly ban both smoking and vaping inside the building.
• Define a clear, designated outdoor smoking area that is a reasonable distance from doors and windows.
• State the consequences of breaking the rule. It is standard practice to state that a significant deep-cleaning fee will be charged to any guest who smokes inside.

Where to Publish Your Policies

Once you have your rules, consistency is vital. To avoid any confusion, make sure they are clearly stated in all of the following places:

• On your website: Have a dedicated 'Policies' or FAQ page.
• On third-party booking sites: Use the specific sections provided on sites like Booking.com or Airbnb to list your house rules.
• In your booking terms and conditions: This makes the rules a binding part of the booking contract.
• In your guest information pack: A polite reminder in the room helps reinforce the rules during their stay.