FAQ: Operating a Short-Term Rental (With Real-World Scenarios & Solutions)
Whether you’re just starting out or you’ve hosted dozens of stays, managing a short-term rental (STR) comes with a steep learning curve. Hosts wear many hats: cleaning coordinator, guest services, repair manager, and sometimes, conflict resolution expert. To help you navigate the most common situations, here are 12 frequently asked questions with practical, real-world advice.
1. What do I do if my guest left a bigger-than-usual mess and my cleaner is upset or wants more money?
Answer:
First, assess the situation with your cleaner. Ask for photos of the mess, and express appreciation for their flexibility. If the cleaning clearly exceeded what is covered by your standard fee, it’s appropriate to request additional compensation from the guest.
Steps to take:
- Ask your cleaner to document the mess with clear photos.
- Submit a claim through Airbnb or your platform’s resolution center within 72 hours of checkout.
- Always communicate with professionalism and keep documentation for your records.
Pro tip:
Include a clause in your house rules stating guests may be charged extra if excessive cleaning is required.
2. A guest brought an unauthorized pet, and we’re not pet-friendly. What now?
Answer:
This is frustrating, and you have options. Politely confirm the presence of the animal. If it’s not a service animal, you may request they remove the pet or pay a fee.
Try sending a message like this: “I hope you’re enjoying your stay so far! I would like to check in about something — we noticed what appeared to be a pet on the property. Our listing is not pet-friendly, so I would like to kindly confirm: do you have an animal with you?
If it’s a service animal, I completely understand, and would like confirmation. If it’s not, I’d appreciate your help in clearing this up so we can stay aligned with the house rules and ensure everything goes smoothly.
Thanks so much for your understanding, and please let me know if you have any questions!”
Steps to take:
- Send a calm message: “We noticed an animal in the home, and our listing is not pet-friendly. Can you please confirm?”
- If the guest confirms, offer solutions: remove the pet or pay a fee.
- If damage or extra cleaning is involved, document everything and submit a claim.
Note: Platforms like Airbnb require hosts to allow service animals, even if the listing is not pet-friendly. Hosts may not ask for documentation but can ask:
- Is this a service animal required because of a disability?
- What work or task has the animal been trained to perform?
3. What essentials should I stock in my STR to avoid complaints?
Answer:
Guests expect a clean, comfortable experience. Essentials include:
- Toilet paper (2–3 rolls per bathroom)
- Paper towels
- Hand soap, dish soap, sponge
- Coffee or tea setup
- Basic cooking items: oil, salt, pepper
- Trash bags and cleaning supplies
Optional but appreciated:
- First aid kit (best practice: keep one kit in each bathroom)
- Bottled water (just enough to get started – we offer 1 bottle per guest for the day of their check in = 2 bottles since we have a 2 guest max occupancy)
- Phone charging cords
4. What’s the best way to handle a late checkout request?
Answer:
Have a clear policy. If your turnover schedule allows, offer an extra hour or two, and charge a fee if appropriate. If you can’t accommodate, say so kindly and firmly.
Sample response:
“Our cleaning team is scheduled shortly after your checkout to prepare for the next guests, so unfortunately we’re unable to extend today.”
Pro tip:
As soon as I am confident our Airbnb is ready for a new guest I send this message: “Hi again! The bungalow is ready for you; please feel free to arrive any time now.” And if we don’t have guests the night before, I will let the new guest know: “The bungalow will be ready for you earlier than anticipated! Please feel free to arrive as early as 2pm.” Or whatever the time is that will work. Usually I will send that the day before or as early in the day of check-in as I can.
5. My guest is asking for a refund. Should I give one?
Answer:
It depends on the reason. If the issue was within your control (e.g., broken water heater), offer a partial refund. If it’s something minor or out of your control (the weather was not as nice as the guest hoped), be empathetic but firm.
Always respond professionally and through the platform so everything is documented.
Pro tip:
ONLY communicate with guests via the booking app. If for some reason you must communicate via phone call, make sure to document the conversation. I do this by immediately sending a message to the guest, via the app, and recap the conversation. If the guest has texted me directly, I will copy and paste the entire conversation into a message to the guest within the booking app. Documenting everything is crucial!
“Hello (guest):
I am sending this message for the purpose of documenting the phone conversation we just had and providing visibility to (booking platform). We discussed (insert issue) and agreed it would be resolved by (insert action: refund, etc). Thank you for your time and patience as we resolve this!”
6. How do I protect my home from damage or theft?
Answer:
- Use smart locks and cameras outside (disclose in your listing).
- Inventory items with photos and checklists.
- Require guests to sign a rental agreement if hosting off-platform or via direct booking site.
- Ensure your STR platform coverage is active—Airbnb, for example, offers AirCover, which includes $3M in damage protection.
Bonus tip: Some hosts take a refundable security deposit for extra peace of mind.
7. How often should I update or replace furniture and linens?
Answer:
- Linens/Towels: Replace every 1–2 years or when stained.
- Mattresses: Every 7–10 years, or sooner with high guest turnover.
- Couches: If they look worn, sagging, or stained—replace or professionally clean every 5–7 years.
- Decor: Small refreshes seasonally can keep things feeling new.
Pro tip:
Make sure you have enough seating! The living AND dining areas should seat at least the number of people your rental sleeps over night.
8. What should I do if a guest breaks a house rule?
Answer:
Address it directly, kindly, and in writing. Depending on the severity, you may report the issue to the platform, ask them to leave, or charge a fee.
Example:
“Hi! Just a reminder that smoking is not allowed inside the home. Please step outside if needed. Continued violation may result in a fee or cancellation.”
Pro tip:
Smoke and noise monitoring systems are available. Make sure to include very specific house rules in your listing. One of my house rules is “No smoking allowed on the property.” If the guest wants to smoke, they need to leave the private area and go to the street.
9. Do I have to allow service animals, even if I have a no-pets policy?
Answer:
Yes. Both Airbnb and VRBO require hosts to accept service animals regardless of pet policy. You cannot ask for documentation or charge a pet fee, though cleaning fees for actual damage (not general hair) may still be submitted with proof.
- Check the Airbnb policy for more information: Service Animals and Emotional Support Animals
- Check the VRBO policy for more information: About the service animal policy
10. How do I respond to a bad review?
Answer:
Respond with professionalism, never emotion. Thank the guest for the feedback, address the concern clearly and factually, and show future guests that you’re a responsive and reasonable host. Future guests will be able to read your responses, so respond in a manner that doesn’t intimidate or lead a potential guest to believe they won’t want to interact with you should an issue arise during their stay.
Example:
“Thank you for your stay and for sharing your feedback. We’re sorry to hear about the issue with the Wi-Fi and are working to ensure this doesn’t happen again. We hope you enjoyed the rest of your time.”
11. Can I cancel a booking if something feels off?
Answer:
Yes, and be cautious. Airbnb and other platforms penalize hosts for cancellations. If a guest has no reviews, vague communication, or raises red flags, reach out to support before canceling.
After a few bad guests, we realized a certain combination of booking details that we would no longer accept reservations for: the guest lived within 30 miles, was booking only a 1 night stay, and booked “last minute” – within 24 – 48 hours of the upcoming reservation.
Pro tip: Airbnb’s “Extenuating Circumstances” may allow penalty-free cancellations in rare situations. Always document everything. Just call and ask.
12. How do I make my cleaner’s job easier (and keep them happy)?
Answer:
- Leave a checklist of tasks with expectations.
- Stock adequate supplies: clean linens, trash bags, toilet paper, etc.
- Pay them fairly—and tip for last-minute or difficult jobs.
- Communicate clearly, and don’t micromanage.
- Give them permission to take leftover food/drinks if it’s your policy.
Bonus: Consider giving your cleaner access to a locked supply closet for simplicity and security.
Final Thoughts
Running a short-term rental isn’t always sunshine and 5-star reviews, and with preparation, policies, and people you trust, you can navigate challenges like a pro. Have a question we didn’t cover? Drop it in the comments or send me a message; I’m happy to help!
You might find some helpful information in our other blog post: How to Handle Problem Guests (and Potential Scams) in Your Short-Term Rental: Real Scenarios
