Hosting your first booking is always an exciting experience that in some cases may be a bit stressful too. Please check this guide on how to deal with unforeseen situations on site and resolve any inconvenience professionally and to your favor.

Situation 1: The renter arrived at the location long before the start time.

What to do: Let the renter know that access to the location is provided from the start to the end time of the booking, just as stated in the Location Agreement and the booking details. Ask the renter if they want to start earlier, and if so, update the booking using the update booking option available under the Booking tab. You can also send the renter a custom rate from the booking chat requesting payment for the prep time.

Situation 2: The renter started to set up for an activity different from the type of activity indicated in the booking details (for example, the renter booked the location for a photo shoot, but they are setting up for a party).

What to do: Let the renter know immediately that the location is rented out exclusively for the activity type stated by them in their booking details. If they are planning to hold a different event, they will have to cancel the current booking and rebook for the accurate activity type. If the renter still wants to proceed with the booking using the space inadequately, politely ask them to leave the premises and contact Giggster immediately to cancel the booking. If the renter does not agree to leave, please go to a different room and call the police.

Situation 3: More people than allowed started entering the premises.

What to do: Tell the renter that the allowed headcount has been exceeded and they should ask unauthorized guests to leave the premises or pay for each extra person according to the terms of the Location Agreement and the rate established in the Addendum to the agreement. If the renter is ready to pay for extra people, please send the renter a Booking Update request from the Booking tab and ask the renter to accept it to secure your additional payout for the overages. If the renter does not agree to pay and extra people are not leaving the property, you have the right to stop the booking and if the renter has not left the property, call the police, report unauthorized use of the property and send a notification to Giggster Customer Support.

Situation 4: The renter damaged an item on site or caused some major damage to the walls, floor or other surfaces.

What to do: Take a picture of the damage, make a note about the damage in the walk-through report, and ask the renter to sign the walk-through report. Ask the renter if they want to search for licensed contractors or replacement options to fix the damage or if they prefer to pay an invoice that you will get from a contractor that you will find.

Situation 5: The renter is likely to stay behind the end time.

What to do: Go to the booking details, scroll down to the bottom of the page and click “Update booking” (the feature is available until 3 hours past the booking end time). Introduce the new end time and send the booking update request to the renter. Ask the renter to accept the request. Your payout will be adjusted based on the new end time. If the “Update booking” is not available on the Booking page, send the renter a custom rate from the booking chat requesting coverage of the extra fee for the booking extension.

Situation 6: People started smoking or drinking alcohol although it is not allowed for their booking.

What to do: Ask the renter to stop consumption of alcohol and/or smoking or their booking will be shut down. If the renter does not agree to cease unauthorized activity, let Giggster know through the Help Chat that the house rules are being violated and call the police seeking assistance with finishing the booking that goes in violation of the house and/or community rules.

Situation 7: People started entering restricted areas of the location.

What to do: Ask the renter to respect the privacy rules and refrain from accessing restricted areas of the location. If the renter does not agree to follow the rules, inform Giggster Customer Support and let the renter know that the booking will be stopped for violation of the house rules. If the trespassing persists, leave the property and call the police.

Situation 8: The renter started eating your food or consuming alcohol that belongs to the host.

What to do: Ask the renter not to consume food or beverages on site, just as stated in the Location Agreement, and to cover the cost of food and beverages consumed. You can request payment by sending the renter a custom rate or by accepting a direct payment from the renter for the consumables. The renter can also order delivery of food and/or beverages replacement to compensate for the losses.

Situation 9: The party is getting wild and people start making noise and damaging things.

What to do: Ask the renter to take the situation under control and respect the house rules. Let them know that otherwise the event will be shut down. If the situation is getting worse, you have a right to call the police. Also send a quick notification to Giggster Customer Support via the Help Chat on our website informing us of the situation.

Situation 10: The guests are acting in a threatening manner and you feel unsafe.

What to do: Try to deescalate the situation and leave the room. Avoid direct confrontation with the person who is acting in a threatening way. Call the police and send a message to Giggster Customer Support via the Help Chat on our website informing us of the situation.