Airbnb is introducing new global rules from 20 November that strictly prohibit hosts from asking guests to perform housework such as washing dishes, stripping beds or taking out the rubbish. The decision was made to put an end to excessive and absurd lists of tasks that hosts had been imposing on guests despite already charging high cleaning fees. The updated guidelines apply to all bookings from 20 November and prescribe seven standard house rules, with the possibility of adding other 'reasonable' requirements.
The new rules have immediately divided public opinion and triggered sharp reactions from apartment and holiday home owners. Lisa Clewes, who rents out a holiday home in Wales, recounted returning to complete chaos after guests departed. Just days earlier, she had personally welcomed the guests, only to find broken glasses, cans on the floor, pans full of food on the table and fish offal in the garden. She said she had to cancel or postpone the arrival of the next guests in that situation. Although she charges a cleaning fee that covers around 75 per cent of service costs, she only asks guests to empty the fridge, take out the rubbish and load the dishwasher. She explains that cleaners otherwise need four hours to prepare her three-bedroom house. She fears that the greater mess guests might now leave behind could require additional staff and higher costs, which could ultimately be reflected in accommodation prices.
Anthony Marsh and his wife rent out mountain houses in North Yorkshire. Of their 12 properties, five were offered via Airbnb, but due to the new rules, he has decided to reduce that number to two. He is concerned because he believes 'Airbnb has practically given guests permission to leave a mess, and the host cannot do anything about it'. He adds that asking guests to wash dishes and take out the rubbish is not unreasonable. 'It is a matter of common sense and basic courtesy,' says Marsh, whose company does not charge a cleaning fee. He also notes that most guests show respect.
According to data from the company AirROI, around 63.2 per cent of listings on Airbnb include a cleaning fee, with the average amount being €66. Jessica Newhook says she often received long lists of tasks despite high cleaning fees. She recalled a family gathering in Florida, where she paid $250 in cleaning fees for accommodation but still had to 'leave the house ready for check-in'. The host, she says, ordered them to wash and fold towels, clean the bedding, clean the kitchen, and sweep and mop the floors. 'We had rules for everything and the holiday was not relaxing at all,' Newhook said, who believes that excessive rules and rising fees have diminished the appeal of such accommodation. 'The situation has reached the point where a hotel is cheaper, and at least I know what to expect there,' she added.
Krissi Foskett (46) from Glasgow runs a cleaning company and often stays in Airbnb accommodations. During a recent stay in Stafford, she paid €42 for cleaning but still had to strip the beds, start the washing machine and empty the bins. 'It is not a problem for me to do this, but I wondered what exactly I was paying that cleaning fee for,' says Foskett. She distinguishes between a considerate guest, who will 'put dirty dishes in the dishwasher', and one who is 'expected to prepare the accommodation for the next guests'. She believes that costs should not be passed on to guests. 'If you are in the business of renting out as a profession, professional cleaning is an integral part of business costs,' she concludes.
Laura Lewis runs a platform to help holiday home owners and says that most of her clients are unhappy with the new rules. Clients claim that washing dishes is a matter of basic respect. 'Some will say that it is included in the cleaning price, but I would never leave a house with a full sink. It is simply not right,' says Lewis. According to her, this announcement has only further frustrated owners, who were already unhappy about last year's increase in Airbnb commissions. Many owners are turning to their own websites and social media to attract direct bookings and avoid platform fees. Lewis has done the same with her three treehouses and plans to completely remove her listings from Airbnb.
Matt Prosz professionally manages Airbnb properties and believes that the changes will improve the guest experience, while the behaviour of most people will not change. He only asks guests in his London accommodation to lock the doors and return the keys. 'Guests sometimes strip the beds or do something without me asking, which is nice, but I do not expect it,' Prosz explains. He does not believe that guests will leave a greater mess due to the new rules. He points to the system of mutual reviews: 'If I compiled a huge list of tasks, I would not expect a five-star rating. It works the other way around – if a guest leaves the apartment in chaos, you will not give them a good review'. He believes that this system encourages both sides to behave reasonably and that most guests will continue to treat the accommodation with respect. 'Airbnb is trying to eliminate nonsensical demands with this because they undermine the guest experience,' Prosz concludes.
