What to Disclose to Guests: Rules, Fees, and Local Realities Every Host Should Cover
One of the trickiest balancing acts in short-term rentals is figuring out what exactly to disclose to guests, and how to disclose it. If you don’t share enough, guests may arrive with unrealistic expectations (cue the angry review). If you share too much, your listing risks looking like an intimidating legal contract instead of a welcoming getaway.
After years of hosting (and plenty of conversations with fellow hosts), I’ve realized there’s an art to disclosures. Some are musts, like safety concerns, accessibility, fees, and rules. Others are more about being proactive and making sure guests don’t end up disappointed when they arrive.
Let’s talk about what to disclose, why it matters, and the best ways to share it (with a real story from a recent host-guest miscommunication that perfectly illustrates why clarity is key).
Why Disclosures Are Crucial
Disclosures aren’t just about covering yourself legally (though that matters). They’re about:
- Managing expectations: Guests who know what to expect are less likely to complain.
- Building trust: Transparency feels professional and guest-friendly.
- Preventing misunderstandings: A little clarity upfront saves a lot of headache later.
- Protecting your reviews: Most bad reviews are tied to unmet expectations, and disclosures fix that.
Think of disclosures as your pre-stay conversation. Guests want to know, “What should I expect here?” If you don’t tell them, they’ll fill in the blanks with assumptions.
The Facebook Dock Story: When Guests Assume
Recently, I read a story in a host group that perfectly sums up why disclosures matter. A guest booked a waterfront home that included photos and the use of a dock. The dock photos clearly showed an empty boat slip, no boat in sight.
Still, the guest asked to use “the boat” their second day.
When the host explained that no boat was included, the guest was upset. They’d assumed that dock = boat. To smooth things over, the host brought kayaks for the guests to use, gently clarified the misunderstanding, and even refunded one night.
That gesture probably saved the review, but it also showed how easily guests can misinterpret a listing, even when the photos seem clear.
Lesson? If it can be misunderstood, it probably will be. So spell it out. This is an instance I would lean on ChatGPT to help me draft tricky messages. Personally, I would prompt with something like “my Airbnb property has a dock that guests are welcome to use, and we do not offer a boat. Re-write that information in a friendly tone that makes it clear to the guest there is no boat available for their use.” For additional ways I have used ChatGPT, read my other article “How STR Hosts Can Use ChatGPT to Enhance Business, Guest Communication & Marketing.”
What to Disclose in Your STR Listing
Here’s a breakdown of the most important categories of disclosures, with examples.
1. Rules
Rules aren’t fun, but they’re essential. Guests need to know before booking what’s expected.
Examples:
- No smoking inside (specify if outdoor smoking is okay).
- No pets (or pets allowed with a fee).
- No parties or events.
- Quiet hours.
- Where guests can/can’t park.
Pro Tip: Don’t just bury rules in fine print. Put the key ones in both your house rules and your listing description.
2. Fees
Guests hate surprise fees. And honestly, who doesn’t?
Disclose:
- Pet fees.
- Cleaning fees.
- Early/late check-in charges.
- Use fees for amenities (e.g., firewood, hot tub).
If you charge it, disclose it, and ideally in multiple places.
3. Property Limitations
These are the “need-to-knows” that prevent guests from walking in blindsided.
Examples:
- Access issues: If your mountain cabin isn’t reachable in winter without a 4-wheel drive vehicle, say it.
- Seasonal quirks: No A/C in summer, yes there’s a wood stove and please don’t use it, or a pool that closes in October.
- Location realities: No grocery stores nearby, so bring food. Limited cell service in rural areas.
Imagine arriving late at night, tired and hungry, only to realize there’s nowhere to buy dinner. If you disclose it ahead of time, guests can prep and avoid frustration.
4. Amenities Offered
Always highlight what you do provide, and also clarify what you don’t.
Examples:
- “Kayaks included” vs. “Dock available, bring your own boat.”
- “Coffee maker and starter pods provided.”
- “Gas grill available, propane included.”
This avoids the “dock = boat” problem. Guests can enjoy what’s there without assuming extras.
5. Local Guides & Tips
Guests love insider info, and disclosures here are more about helping them thrive.
Examples:
- Closest grocery store and operating hours.
- Local restaurants and coffee shops.
- Tips for attractions (best times to visit, where to park).
- Safety notes (steep stairs, wildlife in the area, strong currents in the lake).
This type of disclosure isn’t about covering yourself – it’s about elevating the guest experience.
How to Share Disclosures
Okay, so you’ve got your list. Now, how do you make sure guests actually see it? Here are the best methods.
1. House Rules Section
This is the official spot, and guests must agree before booking. But here’s the kicker: not every guest actually reads them.
Should you make them explicitly acknowledge? Some hosts add a message requirement: “Please confirm you’ve read the house rules before I accept your booking.” This helps weed out guests who skip the details.
2. Listing Description
Sprinkle disclosures naturally into your description. Example:
“Our mountain retreat is the perfect getaway! Please note: in winter, a 4WD vehicle is required to access the cabin.”
This way, it feels conversational rather than like legal fine print.
3. Photo Captions
This is often overlooked, but hugely effective.
Example:
- Dock photo caption: “Dock available for your use (no boat included).”
- Snowy driveway photo caption: “4WD required in winter months.”
Photo captions paired with the same information in the listing description can reinforce the message and provide additional clarity.
4. Pre-Arrival Message
Send a reminder message before check-in with key disclosures. Example:
“Hi [Guest Name], we’re excited to host you! Just a reminder, there’s no grocery store nearby, so you’ll want to stock up before arriving. Also, if you’re coming this winter, make sure your vehicle is 4WD for safe access.”
This reduces last-minute “I didn’t know!” complaints.
5. Welcome Binder / Digital Guidebook
Once guests arrive, give them everything in one place. This is more about house use + local area tips, but it also reiterates rules in a friendly, accessible way. Read more about “How to Create the Perfect Airbnb Guidebook (That Guests Actually Read).”
Pros and Cons of Disclosing Too Much
Yes, there’s such a thing as overdoing it.
Pros of being ultra-transparent:
- Fewer guest complaints.
- Higher trust.
- Better reviews (guests love when reality matches expectations).
Cons:
- Can overwhelm or scare guests.
- Listings that read like legal contracts may deter bookings.
- You risk highlighting negatives that wouldn’t have mattered.
The balance? Be clear, but keep the tone friendly. Think: “Here’s what you need to know to have the best stay possible,” not “Here’s all the ways you might ruin your trip.”
My Take: Disclose More Than You Think You Need To
Over time, I’ve learned that guests can interpret the same photo or sentence 100 different ways. If there’s room for misunderstanding, someone will misunderstand.
I’d rather over-disclose than under-disclose. Guests who feel informed are happier, easier to host, and far more likely to leave a glowing review.
And if someone doesn’t like what they read? That’s fine. Better they skip booking than show up disappointed.
Last year my nightmare situation happened: the guest unlocked the front door, walked through my Airbnb, then promptly closed the front door, canceled their reservation, and drove away. Left the front door unlocked and key box wide open with key sitting there. In their cancelation they noted they were taller guests and the ceilings were too low. This broke my heart! …and frustrated they showed such little care in locking up.
Yes, the ceilings are lower than normal, and I felt guests could discern this from the photos – turns out I was wrong! I updated the photo captions immediately.
Final Thoughts
Disclosures are a host’s secret weapon. They’re not just about rules and fees, they’re about setting the stage for a smooth, enjoyable stay.
Remember:
- Cover rules, fees, quirks, and amenities.
- Use multiple methods (house rules, photos, pre-stay messages).
- Keep the tone friendly, not intimidating.
- And when in doubt, disclose.
Because at the end of the day, clear expectations lead to happy guests. And happy guests lead to repeat bookings and 5-star reviews.
As for that dock story? Let it be a reminder: even an empty boat slip can create a boatload of assumptions. Better to spell it out now than refund nights later!
Does your short term rental have any quirks you disclose?
