How do you handle long-term guests who don’t clean on their exit

How do you handle long-term guests who don’t clean on their exit

My listing includes a cleaning fee and I am good at communicating that long-term guests need to clean their areas when leaving. When I address cleaning based on how the space is when leaving, I’m met with defensiveness and resistance. 

Do you take move in and move out photos with long-term renters? 

I haven’t had many issues in 8 years, but when my latest renters Camille and Daryl left, they balked at a small fee for carpet & bathroom floor cleaning (when I couldn’t get spots clean or the tile floor cleaning!). Lessons learned but wondering what other hosts have done? 

 

Other advice you can offer to keep this from happening again and souring a relationship & being messy? Thanks! 

3 Replies 3
Helen3
Top Contributor
Bristol, United Kingdom

I cost in regular cleans @Candy105 

Debra300
Level 10
Gros Islet, Saint Lucia

@Candy105,

We don't charge a separate cleaning fee for long-term stays, but we do require a nominal extra services deposit that's fully refundable if the guest doesn't use any extra services (renting a bike, using the gas grill, having temporary extra guests, etc.).  We provide a full compliment of cleaning supplies that the guests are to use to clean up after themselves during their stay, but we do not request that the space be left in move-in condition when they checkout.  Just basic things: rinse dirty dishes and leave them in the sink or dishwasher, and tell them we'll run the dishwasher when we clean; leave the bed linen on the bed; put used towels in the hamper; wipe up spills that will attract insects/vermin; throw away used toiletries and open food; and, put trash in the kitchen or bathroom bins.  We will do a thorough cleaning after the guest leaves, and if we find stuff like burnt in food in the stove and oven or grill, easily noticeable mold in the shower or a dirty toilet bowl, we'll notify the guest, send photos, this link: https://www.airbnb.com/help/article/3053 about guest expectations, and let them know how much we'll charge for the additional cleaning, and send them the remaining refund, if applicable.  If the space is left in normal lived-in condition, we don't charge for regular turnover cleaning.

Don't just believe what I say, check the Airbnb Help Center
Quincy
Community Manager
Community Manager
London, United Kingdom

Hi @Candy105!

 

That’s such a helpful tip from @Debra300 about providing cleaning supplies for guests. Do you do something similar in you home?

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