Airbnb Cracks Down on Unreasonable Guest Requests
The company is banning hosts from asking guests to perform tasks like washing dishes or stripping beds, utilizing AI to enforce new rules starting November 20.
Airbnb is implementing new policies to prevent hosts from making unreasonable demands of guests, including tasks such as washing dishes and stripping beds. These changes, set to take effect on November 20, aim to streamline expectations and ensure a more consistent experience for travelers.
Under the updated 'House Rules' policy, all guest requirements must be clearly listed in designated sections on a host's listing. Airbnb is prohibiting hosts from communicating additional rules via direct message or physical signs within the property. The platform will now use artificial intelligence to identify and flag "unreasonable" requests as hosts input them, with problematic wording underlined in red.
Standard house rules that hosts can select include options for maximum overnight guests, locking up at checkout, quiet hours, and policies on pets, smoking, events, or commercial photography. Hosts can also add their own specific requests, but these will be subject to Airbnb's AI review.
Airbnb's policy explicitly states that hosts are generally not permitted to "ask guests to complete tasks that require significant effort or time, or would typically be performed by a cleaner, including stripping the bed, taking trash offsite, or washing and putting away dishes." However, the company may allow exceptions based on specific circumstances, such as asking guests to dispose of trash in an animal-proof container in bear country or to limit shower times due to local water restrictions.
The issue of guests complaining about cleaning requests, especially when paying a mandatory cleaning fee, has been a persistent challenge for Airbnb and a reason some travelers opt for hotels. In 2023, Airbnb introduced a "before you leave" section on listings to display checkout instructions prior to booking, allowing guests to provide feedback on these requirements. At that time, Airbnb indicated that listings with repeated low ratings due to unreasonable chores could be removed from the platform.