Airbnb is implementing new policies that will alter what hosts can request of guests, requiring all house rules to be disclosed upfront and generally prohibiting specific checkout tasks. These changes, set to take effect on November 20, are generating varied reactions from visitors and property owners in the East Tennessee region, including the Pigeon Forge area.
The updated policy specifically restricts hosts from asking guests to strip beds, start laundry, or perform other chores that the company deems to take “significant time” and should instead be handled by a professional cleaner. Additionally, all house rules must be presented to guests before booking, with no new rules permitted to be added after a reservation is confirmed. The new regulations also establish limits on fines and outside contracts that hosts can impose. Failure to comply with these revised rules could result in hosts receiving warnings or reduced visibility in Airbnb's search results.
Guests have shared experiences highlighting the inconvenience of previous host requirements. Marlies Weber, visiting Knoxville from Indiana, noted that checkout lists can quickly accumulate when traveling with children. She described chores such as starting laundry, running the dishwasher, and taking out the trash as "inconvenient" when trying to pack up and depart. Weber also recounted an instance where she was told to transport trash to a landfill during an Airbnb stay. Ross Carnevale, a visitor from Florida, reported being required to mop bathrooms, the kitchen, and all common areas before leaving a rental, despite having paid nearly $4,000 for a weekend stay. Carnevale stated that after paying, he "had to do the cleaning."
In Pigeon Forge, longtime Airbnb host Erik Stenbakken expressed concerns that the company's "one-size approach does not work for larger rentals." Stenbakken, who operates a cabin capable of accommodating 24 guests, highlighted potential issues with the new limits on dish-related rules. He explained that a property housing 24 people could have close to 200 pieces of dinnerware. Stenbakken suggested that compliance with the new policy might necessitate hiring an additional staff member solely for dish cleaning, which would increase costs that would ultimately be passed on to guests. He further warned that these restrictions on dish-related rules could lead to higher cleaning fees and delays in same-day turnovers between guests.
Stenbakken also pointed out that the new policy’s limits on rental contracts could create communication difficulties. He stated that Airbnb’s rules prevent hosts from directly collecting guest names and phone numbers. This limitation, according to Stenbakken, can become problematic if an issue arises at a property, such as a vehicle needing to be moved or a dispute requiring direct contact with the guest. Furthermore, Stenbakken noted that the policy restricts property owners from requiring liability waivers for guests at properties equipped with amenities like swimming pools, unless specific conditions set by Airbnb are met.
"There's an assumption that all Airbnbs are the same and they can all operate the same," Stenbakken stated, emphasizing the diversity of rental properties. He asserted that properties "can't," suggesting a disparity akin to "apples and oranges." Stenbakken advocates for a system where rules are customized based on the individual size and nature of each property.
