Purpose: This guide helps property managers understand the difference between ineffective and effective guest policies. Good policies are clear, comprehensive, guest-friendly, and set proper expectations while protecting both guests and property owners.
1. Guest Verification
🔴 Bad Example ❌
"Send ID"
Why this is problematic:
Too vague - no timeline specified
No instructions on how to send
Doesn't explain why it's needed
No consequences mentioned
🟢 Good Example ✅
"To ensure the safety and security of all our guests, we require government-issued photo ID verification before check-in. Please upload a clear photo of your driver's license or passport through our secure guest portal within 24 hours of booking confirmation. This helps us prepare for your arrival and comply with local regulations. Failure to provide verification may result in reservation cancellation."
What makes this effective:
Clear timeline (24 hours)
Specific document types
Explains the 'why'
Method specified (secure portal)
States consequences
2. Check-in
🔴 Bad Example ❌
"Check in is at 3pm. Come to the office to get keys."
Why this is problematic:
No flexibility mentioned
Doesn't address early arrivals
No office location/hours
No alternative if office closed
No self-check-in option
🟢 Good Example ✅
"Standard check-in time is 3:00 PM. We offer convenient self-check-in with a unique door code sent to you 2 hours before arrival. Early check-in may be available based on same-day departures - please message us the morning of arrival to inquire (subject to availability, no additional fee). If you're arriving after 8:00 PM, please let us know in advance so we can ensure your code is activated. Our property is located at 123 Main Street, and detailed parking instructions will be provided 24 hours before arrival."
What makes this effective:
Specific time stated
Self-check-in option provided
Early check-in policy clear
Late arrival accommodation
Proactive communication
Complete address info
3. Check-out
🔴 Bad Example ❌
"Check out by 10am. Leave keys on counter. Clean everything."
Why this is problematic:
Unreasonably early checkout
Vague cleaning expectations
No flexibility option
Unclear 'everything'
No consequences for late checkout
🟢 Good Example ✅
"Check-out time is 11:00 AM. Please ensure all doors and windows are locked, set the thermostat to 68°F, place used towels in the bathroom, and start the dishwasher if used. No deep cleaning required - just leave the property in the same condition you found it. Late check-out may be available for an additional $50 (subject to availability) - please inquire at least 24 hours in advance. Simply lock up and go - your keypad code will deactivate at checkout time."
What makes this effective:
Reasonable time
Specific, simple tasks listed
Realistic expectations
Late checkout option with price
No key return hassle
Clear guidance
4. Pre-arrival
🔴 Bad Example ❌
"We'll send you information before you arrive."
Why this is problematic:
No timeline
Doesn't specify what information
No action required from guest
Too passive
Creates uncertainty
🟢 Good Example ✅
"Welcome! 7 days before arrival, you'll receive our comprehensive digital guidebook with WiFi password, parking details, local restaurant recommendations, and house instructions. 48 hours before check-in, we'll send your unique access code and any last-minute updates. Please review the guidebook and let us know if you have any questions. We'll also reach out 3 days prior to confirm your arrival time and arrange any special requests you may have."
What makes this effective:
Specific timelines (7 days, 48 hours, 3 days)
Lists what will be sent
Multiple touchpoints
Invites questions
Proactive confirmation
5. Early check-in
🔴 Bad Example ❌
"Early check-in maybe available. Ask us."
Why this is problematic:
Typo ('maybe')
No pricing mentioned
No process explained
No advance notice required
Too vague
🟢 Good Example ✅
"Early check-in is subject to availability based on same-day departures and cleaning schedules. Please request early check-in at least 48 hours in advance through the messaging system. If available, early check-in (starting at 12:00 PM) is complimentary. We'll do our best to accommodate your request and will confirm availability the morning of your arrival. If early check-in isn't available, you're welcome to store luggage on the covered porch after 10:00 AM."
What makes this effective:
Sets expectations (availability based)
Advance notice timeline
Price stated (free)
Earliest time specified
Alternative offered (luggage storage)
Communication method clear
6. Late check-out
🔴 Bad Example ❌
"Late checkout costs extra. Maybe $100."
Why this is problematic:
Uncertain pricing
No request process
No time limit specified
Unprofessional tone
No availability conditions
🟢 Good Example ✅
"Late check-out until 2:00 PM is available for $50, subject to same-day availability. Please request late check-out at least 24 hours in advance, and we'll confirm by 8:00 AM on your departure day. If we have a same-day booking, we unfortunately cannot accommodate late check-out, but you're welcome to use our luggage storage option at no charge. Checkout after 2:00 PM will incur the full nightly rate."
What makes this effective:
Specific time and price
Clear request timeline
Availability transparency
Alternative offered
Consequence for very late checkout
Professional tone
7. Check-in instructions
🔴 Bad Example ❌
"Use the code we send you. Door is around back. Park anywhere."
Why this is problematic:
Not comprehensive
Vague location ('around back')
No troubleshooting
Parking unclear
No contact info
🟢 Good Example ✅
"PARKING: Park in the driveway spaces marked 'Guest Parking' - avoid the spot nearest to the street (reserved for maintenance). ENTRY: The main entrance is accessed via the side gate (right side of house). Your access code is XXXX - enter on the keypad and turn the handle. WiFi: Network 'OceanView_Guest' / Password: 'Welcome2024!' THERMOSTAT: Located in living room - set between 68-72°F. TRASH: Kitchen and bathroom bins - liners provided under sink. CONTACT: Issues? Call/text us at (555) 123-4567 - we're available 24/7."
What makes this effective:
Organized by topic
Specific locations
Includes WiFi credentials
Basic house info
24/7 contact provided
Troubleshooting support
8. Modify Reservation
🔴 Bad Example ❌
"Contact us if you need to change dates. May not be possible."
Why this is problematic:
No timeline for changes
No process outlined
Doesn't address fees
Doesn't mention date availability
Negative tone
🟢 Good Example ✅
"We understand plans change! If you need to modify your reservation dates, please contact us at least 14 days before your check-in date. We'll do our best to accommodate your new dates based on availability at no additional charge. Modifications requested within 14 days of check-in may be subject to our cancellation policy and availability. Date changes are processed on a first-come, first-served basis. Please note that rate differences may apply if moving to higher-demand dates."
What makes this effective:
Empathetic opening
Clear timeline (14 days)
No-fee period specified
Explains rate differences
Sets availability expectations
Positive, helpful tone
9. Cancel Reservation
🔴 Bad Example ❌
"Cancellations must be made 30 days in advance or you lose all your money. No exceptions."
Why this is problematic:
Harsh tone
No flexibility
No partial refund option
Doesn't explain process
Not guest-friendly
🟢 Good Example ✅
"We offer a flexible cancellation policy: Cancel 30+ days before check-in for a full refund minus a $50 processing fee. Cancel 15-29 days before check-in for a 50% refund. Cancel within 14 days of check-in for no refund, unless we can rebook those dates (in which case 50% will be refunded). To cancel, please contact us through the platform messaging system or email [email protected]. We'll process refunds within 5-7 business days. Travel insurance is recommended for maximum flexibility."
What makes this effective:
Tiered refund structure
Processing fee disclosed upfront
Re-booking clause benefits guests
Clear cancellation method
Refund timeline stated
Suggests travel insurance
10. Discounts
🔴 Bad Example ❌
"Ask about weekly discounts."
Why this is problematic:
No discount amount specified
No automatic application
Creates extra work
No other discount types mentioned
Vague
🟢 Good Example ✅
"WEEKLY STAYS (7+ nights): Automatically receive 15% off the nightly rate. MONTHLY STAYS (28+ nights): Enjoy 25% off the nightly rate - perfect for remote workers and relocations. REPEAT GUESTS: Return within 12 months and receive 10% off your next stay - discount code will be sent after your first stay. LAST-MINUTE (Booking within 7 days of check-in): 10% off based on availability. All discounts are automatically applied at checkout - no codes needed unless specified."
What makes this effective:
Multiple discount types
Specific percentages
Automatic application
Targets different guest types
Clear qualification criteria
No extra work for guests
11. Refund
🔴 Bad Example ❌
"Refunds take a while to process. Don't ask us about it."
Why this is problematic:
No specific timeline
Dismissive tone
Doesn't explain refund method
No process described
Unprofessional
🟢 Good Example ✅
"Approved refunds are processed within 5-7 business days of cancellation or resolution. Refunds are issued to your original payment method through the booking platform. Please allow an additional 5-10 business days for the funds to appear in your account (depending on your bank's processing time). You'll receive email confirmation once the refund is initiated. If you have questions about a pending refund after 14 days, please contact us at [email protected] with your reservation number."
What makes this effective:
Specific timeframes
Explains refund method
Accounts for banking delays
Confirmation process
Contact info for issues
Professional, reassuring tone
12. Relocate Guests
🔴 Bad Example ❌
"If there's a problem we might move you to another property."
Why this is problematic:
Vague 'problem'
Uncertain ('might')
No compensation mentioned
No standards for alternate property
Creates anxiety
🟢 Good Example ✅
"In the rare event of an emergency (major system failure, safety concern) that makes the property uninhabitable, we will immediately relocate you to a comparable or upgraded property at no additional cost. We'll cover any price difference and provide a 20% refund of your total stay as our apology. The alternate property will be in the same neighborhood with equal or better amenities. We'll handle all logistics and transportation. This rarely happens, but your comfort and safety are our top priorities."
What makes this effective:
Explains qualifying events
Comparable or better guarantee
Financial compensation clear
No cost to guest
Logistical support
Reassures rarity
13. Parties
🔴 Bad Example ❌
"No parties allowed."
Why this is problematic:
Doesn't define 'party'
No guest limit mentioned
Doesn't address events
No consequences
Too rigid
🟢 Good Example ✅
"This is a residential property, and we maintain quiet hours from 10:00 PM to 8:00 AM. Small gatherings are welcome with up to 4 additional day guests (maximum occupancy including overnight guests: 8 people). We do not permit events, large parties, or gatherings exceeding this limit. Unauthorized parties may result in immediate reservation termination without refund plus a $500 cleaning/disturbance fee. We have decibel-monitoring technology that alerts us to excessive noise. Please be respectful of neighbors and the property."
What makes this effective:
Defines limits clearly
Allows small gatherings
States max occupancy
Specific quiet hours
Clear consequences
Explains monitoring
Respectful tone
14. Long term rental
🔴 Bad Example ❌
"Monthly stays available. Contact us for details."
Why this is problematic:
No pricing info
No terms specified
No benefits mentioned
Requires extra inquiry
Doesn't explain process
🟢 Good Example ✅
"We welcome extended stays of 28+ nights! Monthly guests enjoy 25% off nightly rates, complimentary mid-stay cleaning (every 14 days), and flexible check-in/out times. Utilities and WiFi are included. We require a signed rental agreement and provide a dedicated property manager for any needs during your stay. Perfect for corporate relocations, travel nurses, and remote workers. Minimum stay: 28 nights. For stays over 90 days, please contact us for custom corporate rates and additional amenities."
What makes this effective:
Minimum stay clear
Discount specified
Added benefits listed
Target market identified
Agreement mentioned
Dedicated support
Corporate options
15. Additional guests
🔴 Bad Example ❌
"Each extra person is $25/night."
Why this is problematic:
Doesn't state max occupancy
No definition of 'extra'
No children policy
No consequences for violations
Unclear base occupancy
🟢 Good Example ✅
"This property accommodates up to 6 guests (maximum occupancy). The rate includes up to 4 guests. Additional guests 5-6 are $20 per person per night. Children under 2 stay free and don't count toward max occupancy. Please declare all guests (including children) at time of booking to ensure adequate sleeping arrangements and supplies. Undisclosed guests may result in additional charges or reservation termination. For safety and insurance reasons, we cannot exceed 6 total guests at any time."
What makes this effective:
Max occupancy stated
Base rate occupancy clear
Child policy specified
Safety reasoning
Booking requirement
Consequence stated
Reasonable pricing
16. Age requirements
🔴 Bad Example ❌
"Must be 25 to book."
Why this is problematic:
No exceptions
Doesn't explain why
No verification process
May discriminate
Too rigid
🟢 Good Example ✅
"The primary guest (person making the reservation) must be at least 25 years old and present during the entire stay. This requirement is due to insurance and local regulations. A valid government-issued ID will be required for verification upon booking. Guests under 25 may stay as part of a group when accompanied by a qualifying primary guest. We welcome all responsible guests and families. This policy helps us maintain property standards and comply with liability insurance requirements."
What makes this effective:
Clear minimum age
Explains 'primary guest'
States reasoning
Verification method
Allows under-25 with supervision
Insurance compliance noted
Professional tone
17. Pets
🔴 Bad Example ❌
"Pets allowed. $100 fee. Must be clean."
Why this is problematic:
No pet size/type limits
No number limit
Vague 'clean'
No damage policy
No breed restrictions mentioned
🟢 Good Example ✅
"We're a pet-friendly property! We welcome up to 2 dogs under 50 lbs each with a $75 per pet fee (non-refundable). Cats are also welcome with the same fee. Pets must be house-trained, current on vaccinations, and flea-free. Please clean up after your pets and don't leave them unattended for extended periods. Pet damage beyond normal wear and tear will be charged accordingly. Please declare all pets at booking. We provide waste bags, a water bowl, and a welcome treat! Note: Aggressive breeds restricted per insurance policy (list available upon request)."
What makes this effective:
Pet types and size specified
Number limit clear
Reasonable fee
Health requirements
Care expectations
Guest responsibility
Welcoming amenities
Breed policy transparent
18. Lost and found
🔴 Bad Example ❌
"We don't ship lost items. Come pick it up."
Why this is problematic:
Not guest-friendly
No storage timeline
No process for reporting
Doesn't address valuable items
Poor service attitude
🟢 Good Example ✅
"If you've left something behind, please contact us within 48 hours at [email protected] with your reservation details and item description. We'll search the property and respond within 24 hours. For items found, we'll hold them for 30 days. We're happy to ship items back to you - you'll only pay actual shipping costs (we'll send you options/quotes). For valuable items, we recommend insured shipping. Please note: we're not responsible for perishable items or items left beyond 30 days. We recommend checking drawers, closets, and under beds before checkout!"
What makes this effective:
Clear reporting process
Response timeline stated
Shipping offered at cost
Storage period specified
Valuable item guidance
Limitations clear
Helpful reminder
19. Smoking
🔴 Bad Example ❌
"Absolutely no smoking. $500 fine if you do."
Why this is problematic:
No outdoor policy
Doesn't mention vaping/cannabis
Only punitive
No designated area
Harsh tone
🟢 Good Example ✅
"This is a 100% smoke-free property (including cigarettes, vaping, e-cigarettes, and cannabis). Smoking is not permitted inside the home or within 25 feet of entrances/windows. A designated outdoor smoking area is available on the back patio beyond the garden gate - please dispose of butts in the provided receptacle. Smoking inside the property will result in a minimum $500 deep cleaning fee to remove odors (may be higher based on remediation costs). We appreciate your cooperation in keeping the property fresh for all guests!"
What makes this effective:
All smoking types covered
Indoor policy absolute
Outdoor area provided
Specific distance stated
Disposal solution
Fee justified (cleaning)
Appreciative closing
Key Principles for Good Policies
Be Specific: Include exact times, prices, and processes
Be Guest-Friendly: Use welcoming, positive language
Be Transparent: Explain the why behind policies
Be Comprehensive: Cover all scenarios and questions
Set Expectations: Clear timelines and requirements
Offer Alternatives: When possible, provide options
Include Contact Info: Make it easy to reach you
Be Professional: Error-free, well-structured content
Questions or need help refining your policies? Contact the Partner Success team!
Guest Verification
❌ Bad Example
"Send ID"
Why this is problematic:
Too vague - no timeline specified
No instructions on how to send
Doesn't explain why it's needed
No consequences mentioned
✅ Good Example
To ensure the safety and security of all our guests, we require government-issued photo ID verification before check-in. Please upload a clear photo of your driver's license or passport through our secure guest portal within 24 hours of booking confirmation. This helps us prepare for your arrival and comply with local regulations. Failure to provide verification may result in reservation cancellation.
What makes this effective:
Clear timeline (24 hours)
Specific document types
Explains the 'why'
Method specified (secure portal)
States consequences
Check-in Policy
❌ Bad Example
"Check in is at 3pm. Come to the office to get keys."
Why this is problematic:
No flexibility mentioned
Doesn't address early arrivals
No office location/hours
No alternative if office closed
No self-check-in option
✅ Good Example
Standard check-in time is 3:00 PM. We offer convenient self-check-in with a unique door code sent to you 2 hours before arrival. Early check-in may be available based on same-day departures - please message us the morning of arrival to inquire (subject to availability, no additional fee). If you're arriving after 8:00 PM, please let us know in advance so we can ensure your code is activated. Our property is located at 123 Main Street, and detailed parking instructions will be provided 24 hours before arrival.
What makes this effective:
Specific time stated
Self-check-in option provided
Early check-in policy clear
Late arrival accommodation
Proactive communication
Complete address info
Check-out Policy
❌ Bad Example
"Check out by 10am. Leave keys on counter. Clean everything."
Why this is problematic:
Unreasonably early checkout
Vague cleaning expectations
No flexibility option
Unclear 'everything'
No consequences for late checkout
✅ Good Example
Check-out time is 11:00 AM. Please ensure all doors and windows are locked, set the thermostat to 68°F, place used towels in the bathroom, and start the dishwasher if used. No deep cleaning required - just leave the property in the same condition you found it. Late check-out may be available for an additional $50 (subject to availability) - please inquire at least 24 hours in advance. Simply lock up and go - your keypad code will deactivate at checkout time.
What makes this effective:
✓Reasonable time
✓Specific, simple tasks listed
✓Realistic expectations
✓Late checkout option with price
✓No key return hassle
✓Clear guidance