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

[Candy105]

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! 

[Helen3]

I cost in regular cleans @Candy105 

[Debra300]

@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.

[Quincy]

Hi @Candy105!

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

[Karen114]

@Candy105  As @Debra300 stated it's a good idea to leave cleaning supplies for the guests.  We have vacuum, mops which are so appreciated as a lot of our guests bring along their fur babies.   We stock all purpose cleaner and glass cleaner as well as sponges and some cleaning cloths.  

Now this is not to say they will be used 😃 but it's more likely if they are accessible.  Another idea is to have the space cleaned on a regular basis during long  stay like every two weeks.  You can build these extra cleaning costs into your rate.