Business & Finance

Airbnb’s New House Rules Spark Debate Over Cleaning Duties

By Today News Hours Editorial Desk

When Lisa Clewes returned to her Welsh holiday let after a group of guests checked out, she found the house in a complete mess, with broken glasses, drink cans on the floor, pans full of food on the table and fish guts left in the garden. "It was really unbelievable. Had I had another booking the same day, I would have had to cancel or delay check‑in," she said. Clewes normally charges a cleaning fee that covers about 75 % of a cleaner’s cost and asks guests to empty the fridge, put rubbish in the bins and load the dishwasher. Airbnb’s updated rules, effective for bookings made globally from 20 November, now prohibit hosts from requiring guests to perform tasks normally carried out by cleaners, such as washing dishes, stripping beds and taking rubbish off site. The guidelines allow hosts to set up to seven standard house rules and add other “reasonable” requests.

Clewes says a cleaner usually needs four hours to turn around her three‑bedroom property. She worries that guests leaving more mess could force her to hire extra cleaners and raise costs, which may ultimately be passed on to guests.

The changes have relieved some guests. Jessica Newhook, who booked an Airbnb in Florida for a family reunion of 11, said she had to "leave the property move‑in ready for the cleaners" despite paying a $250 (£187) cleaning fee. The host had asked them to wash and fold towels, clean the bedding and kitchen, and sweep and mop the floors, and warned that their behaviour could lead to being asked to leave if they left chairs blocking bins. Newhook said the combination of many rules and rising cleaning fees made the experience less relaxing.

Krissi Foskett, 46, from Glasgow, runs a national cleaning company and often stays in Airbnb properties. During a recent stay in Stafford, she paid a £35 cleaning fee but was still asked to strip beds, empty bins and carry rubbish to a recycling area. She said she does not mind doing those tasks but it made her question what she was paying the cleaning fee for. Foskett notes that being a considerate guest—putting dirty dishes in the dishwasher—is different from being expected to prepare the property for the next guests.

Anthony Marsh, who co‑owns a cabin retreat in North Yorkshire, used to list five of his 12 properties on Airbnb but has reduced that number to two after the new rules. He says the changes effectively give guests permission to leave properties in a state that requires extra cleaning, which he believes is unreasonable. Marsh’s company does not charge a cleaning fee, and he says most guests are respectful, but he worries that a small cleaning team and tight turnaround times could leave properties unready for the next arrivals.

According to AirROI data, 63.2 % of Airbnb listings charge a cleaning fee, with an average cost of £55. Laura Lewis, who runs a directory that helps holiday‑let owners market their properties, says many of her clients are unhappy with the new rules. She argues that asking guests to wash up is a matter of basic respect and that most hosts do not want to leave their property with all the washing‑up to do.

The announcement has added to frustration among owners following increases in Airbnb’s commission rates last year. Many are investing in their own websites and social media to attract direct bookings and avoid platform fees. Lewis has taken the same approach with the three treehouses on her farm, most of whose bookings are already direct, and she now plans to remove her listings from Airbnb altogether.

Not all hosts are concerned. Matt Prosz, who manages other Airbnb properties full‑time, believes the update will improve the guest experience without changing how most people behave. Guests at his south‑west London property are asked only to lock up and return the keys. Prosz doubts the changes will lead to guests leaving properties in a worse state, pointing to Airbnb’s mutual review system. He believes the system encourages both sides to behave reasonably and that most guests will continue to treat properties with respect.