When Airbnb Hosting Turns Risky: Ensuring Safety and Handling Problem Guests
Being a vacation rental host comes with its fair share of joys and challenges. From accommodating unique guest requests to resolving occasional mishaps, no two hosting experiences are the same.
But what happens when a hosting situation escalates into a potential safety and liability nightmare?
This week’s Host Post video dives into a jaw-dropping scenario shared by a host on social media. In the post, a neighbor alerts the host about guests engaging in reckless behavior, including inhaling chemical fumes outdoors and collapsing in the yard. The situation not only shocked the host but also sparked a flurry of online debates about the appropriate actions to take when faced with problematic guests.
Let’s unpack the key takeaways from this incident and explore how hosts can navigate such predicaments responsibly and effectively.
The Role of a Host: A Blend of Hospitality and Responsibility
First, it’s essential to revisit the definition of a host. According to Merriam-Webster, a host is “one who receives or entertains guests.” This implies a role rooted in hospitality, safety, and care. However, hosting isn’t limited to warm welcomes…iit also involves ensuring the safety of all parties and maintaining property standards.
When guests engage in unsafe or illegal activities, as in this case, the host is thrust into a position of dual responsibility: protecting the well-being of the guests (even from themselves) and safeguarding the property and its surroundings.
Navigating the Situation: The Case for Immediate Action
The incident described raises important questions: When should a host involve Airbnb? When is it necessary to call the authorities?
Here are three critical considerations:
Contact Local Authorities Immediately
In Airbnb’s Terms of Service, it explicitly states in Section 11.2 - Reporting Violations that if a situation poses an imminent risk of harm to a person or property, the host should immediately contact local authorities before reporting the issue to Airbnb. When activities pose a safety threat or violate the law, as inhaling chemicals likely does, contacting the police is not just advisable but necessary. Waiting could escalate the danger to the guests or others.THEN, Contact Airbnb
Airbnb’s Terms of Service outlines the responsibility of hosts to report issues that violate the platform’s rules or local laws. Section 11.2 - Reporting Violations emphasizes reporting violations that pose an imminent risk of harm to people or property. In this case, the guests' actions (huffing chemicals and collapsing outdoors) clearly breach these rules and warrant immediate reporting.
Document Everything
Airbnb encourages hosts to use the platform to document incidents. Sending detailed messages via Airbnb's messaging system creates a record of concerns and communications. Such documentation can support the host in resolving disputes or reporting issues to Airbnb. While this is a general practice encouraged throughout the terms, Section 12.3 - Member Violations emphasizes that members should cooperate with Airbnb's investigative processes by providing relevant information and evidence.
Liability and Legal Considerations
The Airbnb Terms of Service specify that hosts are responsible for their own actions and omissions, as well as those of their guests, during a reservation. This includes upholding local laws and safety standards (see Section 5.2 - Know Your Legal Obligations). Failing to act in a situation like this could lead to legal repercussions, particularly if harm occurs and the host was aware of the behavior.
Moreover, Section 11 of the Terms highlights the importance of following Airbnb’s rules and local laws, while Section 12.4 grants Airbnb the authority to take action if a host reports guest misconduct.
Preventative Measures for Hosts
While it’s impossible to foresee every scenario, these best practices can help hosts minimize risks:
Screen Guests Effectively: Use Airbnb’s platform to review guest reviews and history. Ask questions and decline reservations that raise red flags.
Set Clear House Rules: Outline expectations regarding behavior, noise, substance use, and more in your listing.
Install Outdoor Cameras: As long as they’re disclosed in the listing, cameras can be invaluable for monitoring property exteriors.
Establish Strong Neighbor Relationships: Neighbors can serve as an extra set of eyes and alert you to concerning activities. Having a great relationship with the neighbors around your vacation rental is vital to its success.
The Moral Imperative of Hosting
Beyond the rules and regulations lies a moral obligation to act in the best interest of everyone involved. Ignoring a situation where guests are endangering themselves or others isn’t just a breach of responsibility. It’s a failure to uphold the foundational principles of hospitality.
What Would You Have Done?
Would you look the other way? Would you call Airbnb, the police, or both? Have you ever faced a similar guest scenario? Share your thoughts in the comments below!
Also, don’t forget to check out this week’s Host Post video here: https://youtu.be/LA_iBF2gW2c for a lighthearted reenactment of this jaw-dropping story.
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Happy Hosting!
Rachel & Jason
