Responding to a Guest Message

[The-Petalstone-House0]

I need advice on how to respond to this guest message..."We're already checked out and we left the house very clean and great condition." The house was left in good condition but it was far from being clean. Our cleaner feedback was "I have never seen your house this messy before". She sent pictures of stained sheet - 2 socks left all over - empty bottled water and tissues on the desk - kids doodled on the wall - beds not stripped - towels not brought to the mudroom. they washed the dishes and left them on the kitchen counter - our cleaner had to spend time looking for things as guests used them and put them back in the wrong place or left them where they used them - throw pillows on the floor - kitchen cabinets had splatters all over. it was just a mess.

Should I just ignore this message?  How should I respond to this message without insulting or upsetting the guest?

The guest also mentioned that he will posting a great review of the property and that was 5 days ago - we have not received the Review either. My partner mentioned that this is par for the course when hosting and if you are in hospitality - this is a given and to be expected. People use the property. 

[Allesandra0]

Hi — sorry to hear the space was left in such rough condition. Unfortunately, this does happen from time to time, and it's definitely part of hosting, but it doesn’t mean you need to let it slide.

I wouldn’t ignore the message. When a guest says they left the home “very clean,” and the cleaner’s photos clearly show otherwise, I think it’s reasonable to follow up. I’ve shared photos with guests before when check out instructions were "ignored". It’s not about arguing — it’s about understanding what happened from their perspective and keeping communication transparent.

I also believe in leaving honest, factual reviews so future hosts aren’t caught off guard. Guests have patterns, and this doesn’t sound like a one‑off oversight. I personally avoid Instant Book on certain properties. If their reviews are low or they have none, it's a no— I’d rather have a gap in the calendar than deal with the aftermath of a guest who mistreats the space.

You can respond politely, something like: “Thanks for the message. Our cleaner noted several issues after checkout, so I just wanted to share a few photos for clarity. We appreciate guests leaving the home in good condition, and this helps us understand what may have happened.”

It keeps things factual, calm, and professional — without escalating anything.

Hope this helps! 

[The-Petalstone-House0]

Thank you. This was my initial instinct - I will definitely send a message back. I did not want my message to sound personal and confrontational or inflammatory. But clearly my standard of clean is not the same as theirs. For example - we asked that beds be stripped and instead they made some of the beds. They washed the dishes but left everything on the kitchen counter. Kids draw lines on the wall, ring marks on counters, splatters on kitchen cabinets, etc....

[Guy991 · Accepted solution]

Hello @The-Petalstone-House0 

I would not say a word to the guest.

Guests who trashed your place will just as easily trash your review, and unlike misplaced dishes or other things that cost you an extra hour of cleaning, a bad review cannot be cleaned away.

Occasional extra cleaning, in my opinion, is simply part of doing business, and your cleaner should understand that too.

On your cleaner's side, there is a difference between reporting an issue and complaining about it. I do not know whether you pay your cleaner by the hour or per cleaning, but it is worth keeping an eye on that distinction.

As hosts we sometimes have to accept guest behavior even when we do not like it. The review system on Airbnb forces us to do so if we want to keep hosting here.

[The-Petalstone-House0]

All very good answers - the guy that booked our place was a restaurant owner in Manhattan and he understands hospitality. Clearly our standard of clean is not the same as his and his family - UGH!

[Snehal1]

In similar situation I respond politely and keep it simple. Something like:

“Thank you for letting me know, and I’m glad you enjoyed your stay. I appreciate you taking care of the property and leaving it in good condition. Our cleaner will take care of the final cleaning and resetting everything for the next guest. Thank you again, and I hope you had a pleasant stay.”

I wouldn’t mention the cleaner’s comments or the specific mess in the reply. Guests and hosts can have very different ideas of what “clean” means. As long as there is no significant damage or extra cleaning issue that needs to be addressed with the guest, I would simply let it go and focus on the next booking.

Regarding the promised review, I would also not mention it or remind the guest. If they want to leave a review, they will do so.

[The-Petalstone-House0]

Thank you - all very good and very helpful advise.

[Tara0]

@The-Petalstone-House0 "Should I just ignore this message?  How should I respond to this message without insulting or upsetting the guest?"

I agree with @Guy991 Do not reply to the guest, do not complain to the guest or to Airbnb. If you do, the guest will leave a negative/retaliatory review and rating, and Airbnb will not remove it. 

Incidentally, if you ask guests to strip beds, it makes it almost impossible to spot any staining on the sheets, off the bed. I also, personally, wouldn't dream of asking guests to do any 'housework' before check-out - it's very extreme to expect them to wash up and then tidy everything away just before check-out! Also, you have to check everything anyway, - plates, glasses, saucepans, - to make sure they are spotless.